What if driving your IT services from a business process perspective instead of an applicative one was THE right solution to improve your production and your clients’ satisfaction?
Sylvain Descamps, Market Risk Chain Owner within Natixis Global Markets and Jennifer Breval, Instant payments Manager (West. Europe) and former Client Relationship Manager at Société Générale CIB, will answer this question through a description of Business processes-oriented SLA implementation. They will share with us how they put in place concrete indicators measuring IT services and Production quality to comply with Business requirements.
They will cover in particular:
- Why do we need to ensure and measure the quality of IT services provided to business clients?
- What are the benefits of a business-process driven production?
- How to deploy and measure Business Service Level agreements on the field?
To demonstrate this, they will share their experience on a first Business SLA implementation within Natixis IT Market risks department, and a scaling implementation of BSLAs within Société Générale CIB.
This presentation will help you assess your needs for a better client satisfaction and bring you concrete materials to implement this process within your teams, whether it is a CIB or another domain!