Sory K.

I advised SANEF within the framework of the operational maintenance (MCO) project for the IT infrastructure of the Free Flow of the A14/A13 motorways. The mission consisted of: Establishing an inventory and analysis of the current MCO (People, Processes, Products, Partners) Discovering the existing MCO environment/ecosystem Developing an "Astonishment Report" / starting point o Identifying strengths and weaknesses o Current "maturity" level Establishing recommendations for the integration of the new free flow system Discovering the specificities of the new free flow system (Scope and impact) o Recommending necessary evolution of existing tools and processes (considering different locations and team typologies) and/or defining a minimum set of processes to start with (incident management, change management, configuration management, etc.) o Recommending evolution of tools (iTSM, CMDB, CMMS, ticketing, supervision) focusing on the benefits of enhanced application supervision o Advising on the best approaches to export customer requirements to partners and/or effectively integrate the various new systems into the existing system Defining the roadmap taking into account the major steps for / towards an ITSM (and achievable maturity level) o Planning / major milestones / main activities & deliverables

- Assisting in the pooling of IT services for two IT departments (Academies of Lille and Amiens) - Scoping the support and defining the terms & scope of the intervention - Leading workshops and analyzing the existing situation: Organizational chart, service catalog, skills mapping, software, and IT & Business processes - Collecting and formalizing needs and constraints around the scope of intervention, assessing the quality of perceived service - Leading workshops and building organizational scenarios based on the existing situation - Developing target processes and conducting iterative workshops with stakeholders - Analyzing and identifying functional needs to identify the necessary tooling for process implementation - Identifying and formalizing key points and questions to address when building strategic partnerships with local authorities - Identifying critical transition points and formalizing the associated action plan - Developing the roadmap and project portfolio to achieve the target with macro-evaluation of projects (costs, timeline, workload),

- Assisting in the implementation of a service offering around Microsoft 365 - Defining the operational model for the service offering - Writing operational procedures for service desk management - Configuring ITSM tools by integrating incident, request, and problem management processes - Assisting with change management,