Skip to Main content Skip to Navigation
Master Thesis

Rédaction du plan qualité opérationnel "gestion des incidents et des demandes de service"

Abstract : The company Auchan is to:
• continually satisfy its customers at its wide range of products and good value for money,
• to raise awareness on all French territories and also in foreign countries by installing new hypermarkets.
However, there is still more progress and challenge to achieve. This applies to the department but especially the "Support" which is based in the Purchase of Villeneuve d'Ascq. This finding follows an inventory. After reflection, DSIO Auchan has adopted to implement the ITIL solution that defines the organization of IT as it should be. The ITIL project began in 2005. The first step in the process targeted ITIL: Service Desk, Incident Management and Problem Management. Today, these 3 modules are mature and function properly "Support DSIO Auchan". The project was entrusted to me comes within the "local support" and aims:
• prepare a global mapping service,
• drafting process in accordance with the rules governed by the ITIL process "Incident Management" and "Application Services"
• do a risk analysis,
• find solutions to the risks found,
• prepare fact sheets and instructions,
• train and assist stakeholders in new procedures.
The act of writing all these deliverables produces a double effect: the first presents the activity of the second service and product quality of service.
Document type :
Master Thesis
Complete list of metadata

Cited literature [1 references]  Display  Hide  Download
Contributor : Cnam - Service Commun De La Documentation - Bibliothèque Centrale Connect in order to contact the contributor
Submitted on : Monday, June 28, 2010 - 3:53:39 PM
Last modification on : Monday, February 21, 2022 - 3:38:12 PM
Long-term archiving on: : Thursday, September 30, 2010 - 5:58:35 PM


Distributed under a Creative Commons Attribution - NonCommercial - NoDerivatives 4.0 International License


  • HAL Id : dumas-00495721, version 1



Éric Janowski. Rédaction du plan qualité opérationnel "gestion des incidents et des demandes de service". Génie logiciel [cs.SE]. 2010. ⟨dumas-00495721⟩



Record views


Files downloads