mission
- Client in banking sector
- Metrology Service Centre (MSC)
- Start of service: 2015
- Average size of MSC: 6 full-time experts
- Average annual workload in Days/Men: 1400
challenges
- Itecor has several internal clients within the Bank who request the services the MSC provides. The requests mainly come from the Research and Projects entity but may also come from the Production entity or directly from the Business. These entities have different requirements, but a common objective is to ensure the proper functioning of the Information System as a whole and the satisfaction of its customers.
- The main qualities expected and demonstrated by Itecor are the following: Technical expertise, Rigour, Communication and agility with other teams, Autonomy and strength of proposals, Compliance with fixed price commitments and 100 contractual KPIs.
success catalysts
- 15 years of customer trust
- Perfect knowledge of the market
- Safe-Agile organisation
- Services governed by SLAs
- The Quality Service Plan, Security Assurance Plan, and Contractual Continuous Improvement Plan guarantee the excellence of service over time.
context
In 2007, Itecor Paris began offering its services in the field of Metrology, to the production department of a leading French financial institution. Since 2015, these services have been greatly diversified and are now provided via an outsourced Service Centre.
We offer user feedback on the benefits of this organisation.
solution
Itecor operates on a fixed-price basis for its Client, outsourced in its Parisian premises, and, occasionally, on-site.
To guarantee the client’s high-security requirements, Itecor has dedicated secure premises for Metrology Service Centre activity based on the market’s most demanding standards. Thus, the Itecor premises are guarded 24 hours a day, 7 days a week, and secured by keys and personal badges. In addition, a specific network dedicated to the MSC was created, independent of the Itecor network.
Workstations without operating systems, with bootable USB keys, on which no client data can be copied, and VPN access with strong authentication, have been dedicated to the client.
In terms of Delivery, the outsourced Itecor Service Centre mainly ensures the following for its Client:
- Carrying out performance testing campaigns
- Administration of performance testing tools: ALM Performance Center, NeoLoad, Sysload, Dynatrace, BSM
- Administration and integration of automated testing platforms: Jenkins, Cypress, Tosca
- Writing and publishing simple and complex studies: impact studies, Proof of Context on new technologies
- Internal promotion and communication to the whole Group about the services offered by the Metrology entity through videos, materials, demonstrations, wikis and conferences
- Facilitation of agile ceremonies and support for business teams in the field of testing via tailor-made and accredited “Expert Training” coaching and training activities.
benefits & results
The testing services are provided and contracted on a fixed price basis as part of a 4-year contract. This organisation provides the client with the following benefits:
- Guaranteed continuity of service through a Quality Service Plan
- Monitoring of the metrology activity through dashboards, reports and indicators
- Precise anticipation of future needs through governance and activity history
- Skill management and staff rotation transferred to Itecor
- Obligation to train new entrants and knowledge management guaranteed by Itecor, Principle of service reversibility, at each contract renewal, within a 1-month period
- Principle of service reversibility, at each contract renewal, within a 1-month period
- Visibility, control and strict budgetary compliance
- Permanent monitoring of the KPIs binding the service provider, in particular by examining the quality, security, production and speed indicators of the Itecor teams
- Dissuasive penalties in the event of non-compliance with the contractual indicators signed by Itecor
- Flexibility as to the size and working hours of the resources allocated, adapted weekly to the client’s business constraints
- Ability to double the size of the teams dedicated to the client within 2 months
- Matrix of participants’ skills regularly challenged, guaranteeing the expected expertise
- Total independence from the client in terms of quality assurance: regular audit of Itecor services by an external firm
- Outsourcing of the technical expertise effort to Itecor, a Premium/GOLD-certified test partner of the main publishers on the market.
On the strength of these results, Itecor reinforces its role as a trusted advisor and proposes new innovative service offers that meet the strategic expectations of its client and the financial sector.
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