Steria, European IT services global operator, has been chosen by Philip Morris, the world's leading tobacco company, to provide on-site managed services for the operation of all its IT applications, the management of its IT resources and for user support in France.
Wishing to focus on its core business and due to its large number of mobile workers (230 employees visit France's 25,000 main tobacconist shops and retail outlets every day), Philip Morris France wanted to improve the quality of the IT service provided to its users and better control its IT costs, through backing from a reliable partner capable of supporting the company in its development, within a precise contractual framework.
This 3-year contract, with strong commitment to results and based on 12 service quality indicators, follows a call for tender launched by Philip Morris at the beginning of 2002. It began on 1 January 2003 at the Philip Morris France head office.
"Our main objective was to provide the best quality of service to our users and thus find a new partner capable of contractually guaranteeing this quality of service. The industrialisation level of the managed services proposed by Steria, the quality of the service convention we set up, along with their knowledge of the ITIL methodology9, used by our whole group on a European level, were the determining criteria for choosing Steria," says Stiphane Quenson, Information Systems Manager for Philip Morris France.
"Like Philip Morris France, more and more of our customers are asking us to commit to strong objectives in terms of service quality. Thanks to regular contact with them, especially through our Users' Club, we have finely tuned precise quality indicators that can be adapted according to each sector of activity," explains Eric Messigny, Managed Services Director at Steria in France.
The ITIL methodology (Information Technology Infrastructure Library) was developed by the United Kingdom s Office of Government Commerce. It defines criteria and best practices to implement a managed services project.
Steria's managed services offer includes three areas:
- user support organised around a "Service Desk" accessible from Monday to Friday from 8:30am to 6pm (4:15pm on Friday), providing incident management services and first and second level support,
- IT resources management (with maintenance coordination), version and computer replacement management,
- operation, administration and security management of all office and core business applications (ERP, CRM, Business Intelligence), servers, networks and telephony.
It is backed by the ITIL methodology (Information Technology Infrastructure Library), a daily steering committee bringing together the Philip Morris and Steria teams, and follow-up and quality of service planning boards. Twelve indicators guarantee the quality of service. They define the scope of the service (number of calls, computer traffic, etc.), the "Service Desk's" response time to users, the time taken to resolve incidents, and especially optimisation of IT resources management. The quality objective defined in the contract is 98%. In addition, a system of penalties, which could equal up to 5% of the contract amount, is applied if the quality objective is not reached.
Steria is a managed services global operator that handles all its customers' IT needs through a progressive services offer: platform management (infrastructure support) and application management and maintenance, global operations management (systems integration and consulting projects), business process and support process management, and outsourcing services (Business Process Outsourcing). Steria has developed numerous managed services projects in Europe for Michelin, Ericsson, Carrefour, Panasonic, the French Navy, Lloyd's, Exxon, TotalFinaElf, EADS and Norwich City Council in England, to name but a few.
About Philip Morris France's IT system:
Philip Morris France's IT system involves a team of fifteen people, managed by Stiphane Quenson. Business applications (Siebel 6 for Sales Administration, Oracle and Business Object for Business Intelligence and SAP R/3 for management and logistics) are accessible via the group's European IT centre in Lausanne. The computer base is composed of 150 PCs at the Neuilly head office (currently migrating to Windows XP), 190 Fujitsu touch screen notebooks for sales promoters and 40 HP notebooks for sales management.
For further information, contact:
Casey Balkham/Ghezala Beg
Tel: +44 (0)20 7298 7043/63
Mail to: firstname.lastname@example.orgemail@example.com
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