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Opinion D `expert – Mutualisation and rduction of the cots militate in favour of the qualit while fighting against the wastings, according to the consultant of Devoteam. But amliorer the qualit of service supposes D `to have known to dfinir the good indicators.

ZDNet. Fr – You dfinissez the qualit data processing departments like a stake Cl for the DSI. In what is it more into 2009 that for the annes prcdentes?

Hamilton Chick (Devoteam) – the companies of fawn gnrale base sant financire to them on their inheritance of customers subscribing their services. In a context conomiquement stable, the primary goal for them is to look after the relation with the existing customers and D `to occupy the ground of competition, in particular by the capacit to renew itself.

With the crisis, the services which the companies dlivrent and the renewal of the offers is the axes privilgis to preserve to them attractivit screw–screw of the prospective customers and the existing clientle. However the qualit of the average services dpend of diffrents implemented to produce this qualit.

In these means naturally appears those provided by the systme D `information. The services make more and more correspond of the final technologies and customers. The qualit is thus directly perue by the users

But if the crisis imposes, like you it dtes, a greater concern of the qualit of service, it also often results in budgets more serrs. How to reconcile both?
C `is indeed one of the difficults. Because the qualit has a cot well, which can tre contradictory with the context him-Mrs. It is thus necessary certainly to draw the cots towards bottoms, but not without distinction. C `is a total dmarche in the company which owes tre organizes fawn transversal. And especially, it should not dtriment be made with qualit final service.

It should thus above all result in an approach of fight against the wastings. is one of the possible tracks, just like it.

L `amlioration of the qualit of service can tre reached while concentrating only on the critical services of the company?
That can have direction, would be this only because they are ncessairement the services more observs. But J `brings nanmoins a nuance this type D `approach. More and more in the companies, operation is done in mode time rel, with systmes D `information imbriqus, in particular with those of external partners.

It is much more complex dsormais to target some thus lments by report/ratio D `others. The dmarche in my opinion privilgier consists plutt “; prioriser”; critical processes. For a oprator, a process could tre D `activate a line. And these processes are supports by components of the systme D `information.

To work on the qualit of service, D `agreement, but by O dbuter?
Mrs. without a main effort of formalization, all the companies are informed tacitly of the essential services for them. They thus leave in all the cases D `existing, D `a knowledge, which owes tre thorough: which are the points on which to capitalize and those on which it is ncessaire to progress by report/ratio of the targets dfinies? Which projects owe tre implemented to await these targets?

It S `acts in fact of S `of directing towards a culture of service, with an important matter for the DSI: is qu `which misses to us to lay out D `a catalogue of the data processing departments publishable for the other mtiers?