Etienne Udry

Entrepreneur, Projects, IT and Logistics

IT Service Management

woman in black headphones holding black and silver headphones

Go Live : 2008


Decrease time to delivery by 50%


Improve Service Delivery Management

Time to service


Revision Control


Calls Center

Users Support

Change Requests

Software Revision


With 1000+ users to support, it was necessay to improve time and quality of our service. Since the group was evaluating a service management software and could not get consensus on a common solution, we had to find a way to manage tickets escalations and resolutions with no budget.


Implemented ITIL processes

Structured Call Center with 3 support levels and escalation framework

Created a Change Requests review committee

Implemented Open Source ITSM system (OTRS)

Created knowledge database