France: SPIE is helping ACMS to transform its service management IT processes

Malakoff, 14 December 2023 – SPIE ICS, a French digital services company and subsidiary of SPIE, the independent European leader in multi-technical services in the areas of energy and communications, is providing digital transformation advice and support to ACMS⁽¹⁾ by partnering with EasyVista to integrate an ITSM⁽²⁾/ESM⁽³⁾ platform. This solution enables ACMS to manage all its service management IT processes using a single, agile and efficient tool.

Improving how service management IT processes are managed

Having previously relied on several in-house tools, ACMS was looking for a local partner who could help it establish a single ITSM solution and provide end-to-end support for the transformation of its service management IT processes.

The ITSM/ESM solution proposed by SPIE ICS and EasyVista allows for improved traceability of operations and encourages their interconnection within short implementation timescales. The solution also enables ACMS to better manage service quality for internal customers, incident handling and the availability of production resources.

By integrating the ITSM platform "EasyVista Service Manager", SPIE ICS provides ACMS with all the functional modules required, including knowledge base, incident, request and problem management, CMDB (Configuration Management Database), self-service, procurement process and improved service quality for internal customers. The solution also allows for greater agility in the management of various ACMS processes (general services, metrology hardware, etc.).

Integrating service management processes and improving performance

Following a technical and functional consultancy phase, collaborative workshops were held to tailor the platform and processes, enabling to draw up a precise and detailed overview of requirements. The integration project began in early 2023 and comprises several consecutive phases agreed with the customer:

1. Technical platform installation (interface and framework)
2. Module installation according to defined priorities, e.g. incidents, access portal, metrology, and equipment loan service management.
3. Request integration and service catalogue creation (e.g. managing the flow of people in and out of the facility)

Comprehensive and personalised support

This collaborative work with ACMS is set to continue over the long term, allowing us to identify and integrate new usages which will help to improve overall performance.

"We are pleased to be able to partner with EasyVista and advise ACMS on its IT system transformation. The close collaboration between the three teams, from the project management phase through to consultancy, integration and operations, has allowed us to develop an agile and efficient solution that is in line with ITIL⁽⁴⁾ standards, explains Olivier Pensec, Business Engineer at SPIE ICS.

In addition to integrating the solution, the SPIE ICS teams will also carry out equipment maintenance over the next five years to guarantee performance.

_{(1) France's largest cross-company service for occupational health and safety, which is active in all eight departments of the Île-de-France region}

_{(2) Information Technology and Service Management}

_{(3) Enterprise Service Management}