Pierre De Lajarte

Organization and management of user technical and functional support teams, user view supervision, and service quality monitoring. Ø Participation within the DGNUM in the optimization of Incident Management, Service Request Management, Knowledge Management, Configuration Management (CMDB under ServiceNow) link with architecture and production, and Availability Management processes.

Optimization of service offerings with Catalog and Service Level Management and piloting of service quality measurement, reporting to DGNUM managers, business units, and clients.

Direction of the business usage and IT service performance measurement project, for understanding customer journey and experience; Real User Monitoring, APM (Application Performance Monitoring) technologies.

As part of the opening of the railway sector, Head of Transformation and Transition for the railway IT System opening to competition program. Development and implementation of the strategy (Master Plan, Steering Committees, etc.).

Development of IT Customer Relationship Management, which covers IT customer marketing, IT service catalog, sales, and the relationship with railway IT customers, and Service Level Agreement management; Conducting tenders (European markets) for the implementation of the external user Service Center in Europe. Implementation of ITIL processes for incident management, service level management, and problem management.

Implementation of the customer service catalog in conjunction with CMDB (Configuration Management under ServiceNow). Organization and management of technical and functional support teams, user view supervision, availability and performance, and service quality monitoring.

Support in the implementation of Identity and Access Management (IAM), Roles, and Access at ING Bank Switzerland, Private Banking, English, using Sun Identity Manager technology.

Support for the National Bank of Belgium (Brussels) in optimizing the Incident Management process prior to the implementation of the ServiceNow solution. Analysis of the existing situation, facilitation of workshops for defining new processes.

Support for the reorganization of the IT department of the Ugitech group, a European industrial group; Audit of costs, technical team organization, supplier contracts, and service quality. Production of the Service Catalog and the Outsourcing Service Specification for the renewal of outsourcing for support and infrastructure. Opening, Selection, contracting, and implementation of the new outsourcing provider.

Audit of Operations and Operating Rooms for the Ugitech group; Proposal for a short and medium-term improvement plan for the operating rooms.

Audit of ITIL processes for the Ugitech group. Study of evolution scenarios in the perspective of Business Continuity Management.

Security, operations, and infrastructure audit for one of the Production Hubs of the Ministry of National Education. Proposal for an IT Service Improvement Plan. Support for the development of the tender for the Technical Master Plan for the information systems of the Valence town hall.

Audit and improvements of operational processes for several organizations and local authorities based on ITIL Best Practices.