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Optimization of ITIL Incident and Release processes

Presentation of Desjardins

Desjardins is the leading cooperative financial group in Canada with 271 caisses and 989 points of service in Quebec and Ontario.

Initially, Desjardins used our ITIL consulting services to enhance their Incident management process, and then requested our participation in the conception and operational implementation of their Release and Deployment management process.

This mission was carried out with the help of one of our partners: FX Innovation. 

Business needs

  • Optimize the Incident management process according to ITIL
  • Design and implement the Release & Deployment process according to ITIL

Outcome Overview

  • Process guides update
  • Workflow optimization
  • IT teams roles and responsibilities alignment
  • Training material creation

Some figures

  • Trained people: 175
  • Products managed by the new Release process: 400

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