Cloud infrastructure

ServiceNow ITSM / Practice Owner: ITSM Transformation

September 2021 | December 2024

Objective

OVHcloud aimed to structure IT service and customer management practices as part of its global ITSM initiative in preparation for an IPO. Given its unique business environment where IT is central, a tailored approach was necessary to align ITSM practices with “Fit for Use” and “Fit for Purpose” principles.

Practices: ITIL, Scrum, Agile
Systems: ServiceNow ITSM, ServiceNow CSM, OpsGenie, Jira, Confluence, Webex

Key results

Strategic Alignment: ensured ITSM practices were tailored to OVHcloud's unique operational needs.
Community Engagement: fostered a collaborative culture through training and coaching.

Key deliverables

Process Design & Optimization: defined and implemented ITOM and ITSM processes aligned with OVHcloud's needs and market standards, including a complete redesign of the Major Incident Management process and end-to-end implementation of Monitoring & Event Management workflows.
Product Ownership: managed ServiceNow's functional alignment with business processes, ensuring ROI and compliance with ServiceNow standards.
Backlog Management: gathered technical and business requirements, prioritized and managed the backlog in collaboration with the ServiceNow development team.
Policy Development: created high-level core policies and guidelines for ITSM practices to standardize and ensure consistency.
Coaching & Adoption: trained and supported Process Managers to ensure effective daily use of ITSM practices.
Deployment Oversight: supervised deployments and monitored production environments.