Jeanine Linjouom

Achievements

• Structuring ITSM processes (incidents, requests, changes)

• Data modeling and implementation in ServiceNow (BS, BSO, support groups)

• Organization of ticket flows and configuration of support assignment rules)

•Definition of routing and processing logic

• Definition of the adoption strategy

• Support for users and support teams

• Production of materials and facilitation of sessions

• Preparation for RUN mode (AMS)

• Organization of ticket flows and assignment rules

• Implementation and monitoring of SLAs / KPIs

• Coordination with support teams and operational maintenance

AMOA Consulting Scoping Mission—Transformation & Innovation

As part of the Transformation and Innovation strategic plan for the work environment, the mission's objective is to rationalize the most complex and incident-generating offerings, which are sources of operational overload and additional costs.

• Scoping of the M2M map Innovation offering and the Mobile Telephony Offering.

• Support for business units in defining needs and collecting usage data.

• Analysis of the existing situation and gap assessment.

• Analysis of financial, CSR, and organizational risks.

• Clarification of responsibility scopes and optimization of operational processes.

• Use of performance indicators to identify improvement levers.

• Market trend and benchmark monitoring.

• Presentation and recommendations for the project plan.

• Elaboration of the added value of the M2M and telephony offerings, highlighting usage, target audiences, and business stakes.

• Optimization and 50% reduction in costs related to request processing.

• Participation in the master plan with validation of a roadmap aligned with business needs.

Within the framework of the Transformation program aimed at rationalizing ITSM tools across the EMEA, APAC, and AMER regions, the LV_NEO Louis Vuitton IT department aims to standardize and harmonize processes and resources to gain efficiency and agility in an Order to Cash strategy.

• 360° Process, Organization, and Resource Assessment

• Scoping: Gap analysis, maturity assessment, reporting, optimization plan

• Quality: Implementation of methodological tools and organizational structure, implementation of performance indicators

• Continuous Improvement Management: implementation and coordination of the progress plan, rationalization of processes and tools

The alignment of cross-functional teams from the AMER, EMEA, and APAC regions, along with process rationalization, led to the implementation of the Core Model, thereby reducing costs associated with technico-functional changes and major incidents.