Postal & logistics
IT Service Governance and Client Satisfaction
November 2021 | September 2024
Objective
To establish an IT Corporate Services governance model at La Poste Groupe, improving IT service quality, financial management and client satisfaction through ITIL best practices.
- Practices
- ITIL Framework
- Systems
- Mega, Survey Tool, Microsoft Access
Key results
- Shifted IT Corporate from a cost center to a service facilitator, improving IT–business alignment.
- Strengthened communication and relationships between IT and business units.
- Enhanced IT service quality and customer satisfaction through structured measurement and reporting.
- Optimized IT service costing models and improved budget planning for future years.
- Increased IT governance maturity, leading to better operational performance.
Key deliverables
- IT Corporate Process Reference Model: defined and implemented governance structures for IT services.
- Process Documentation & Setup: established IT service catalog management, customer relationship management, financial management (budgeting, invoicing, ABC costing models), service level management and incident/problem management.
- Client Satisfaction & Quality Measurement: designed and executed annual customer inquiries, service satisfaction surveys, KPI collection and trend analysis.
- Incident & Pain Point Audits: conducted internal audits to analyze recurring incidents and identify remediation actions through workshops.
- ITIL Awareness & Training: facilitated sessions to align teams with IT service management best practices.
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