Managed services

A turnkey IT support solution

CeRFI offers an IT support service in a service provision mode, fully managed at your premises. You define your objectives, and CeRFI mobilises the resources, skills, and governance necessary to achieve them.

Governance and Key Performance Indicators (KPI)

The governance of the service is based on dashboards defined jointly with our clients from the initialisation and transfer phases. These management tools allow for monitoring activity, measuring performance, and continuously adjusting processes.

A probationary phase is implemented to refine the processes and validate the objectives in light of the observed results.

The choice of indicators and objectives depends notably on:

• of the working environment and the operational context of the site (for example, the maturity level of the CMDB (Configuration Management Database)
• tools available to produce and exploit indicators

CeRFI distinguishes two categories of indicators:

Contractual indicators

They translate the service commitments defined contractually and may be accompanied by penalties.

Activity management indicators

They allow for operational monitoring and continuous improvement, without any contractual nature.

Service Desk Governance

In the operational phase, the service is managed according to three complementary levels:

1. strategic (long term)
2. tactic (medium term)​
3. operational (short term)

The stakeholders involved at each of these levels — on the client side as well as on the CeRFI side — are defined from the project or mandate setup phase. CeRFI commits to adhering to this governance model in order to ensure the quality and compliance of the service provided.

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Governance meetings

• Daily monitoring, for quick and corrective actions.
• Technical committee, dedicated to monitoring the service delivery and quality of service.
• Steering committee, focused on adherence to contractual commitments.
• Contract review, for strategic management and an overall assessment.

This "360°" monitoring system allows for immediate response in the event of an incident, ensures a consistent level of service throughout the mandate, and evaluates performance at key milestones, particularly at the end of the contract.

Service Desk Dashboards

Examples of performance indicators

• Staff present, absent or on break.
• Availability of the infrastructure.
• Total number of calls handled.
• Volume of calls in waiting.
• Call statistics (daily, weekly, monthly).

Examples of contractual indicators

• Maximum response time.
• Call answer rate.
• Transmission time to level 2 support.
• Overall resolution time.
• Rate of handling requests by email.

Service Transition and Implementation

Each stage of the process undergoes formal validation. Nothing is left to chance: success comes from a gradual and controlled implementation.

In order to ensure an effective integration of the team and the new way of working, the transition takes place in stages. A too rapid integration would not only be abrupt but also counterproductive in the medium term.

The approach of CeRFI is based on five phases:

1. The preparation, including the recruitment and training of the dedicated client team
2. The initiation, aimed at understanding the client context and refining the initial operational elements
3. The transfer of skills from the outgoing provider to the newly integrated CeRFI teams
4. The probationary period, allowing for the stabilisation and optimisation of the system before its full operation
5. The execution of the service, corresponding to the operational activities of the Service Desk

The entire system is framed upstream by the signing of the contract and downstream by the reversibility phase, when it is activated.