End of internship presentation of Logica CST (Centre de Service Toulouse) and my work in Functional Support and Knowledge Management in there.

1. Functional Support and
Knowledge Management
Working in the Logica CST
Supplier Pole

2. TOC
The Company
• Logica
• The Acquisition of Logica
• Working in Supplier Pole
Quality and Knowledge
• Quality and Process Management
• Personal Project
• Codification
Experience
• Student POV

3. Logica
• Logica Plc: business and technology services
– 41000 people, 36 countries
• Logica CST (Centre de Service Toulouse)
– Technical and Functional Support for big clients
• CST > ASAPH > Supplier Pole > UEA

4. CGI
CGI
• Logica acquirer:
– Same industry, similar positioning
– Slightly smaller, geographically different
• Signal: Business as usual
– Same mgt for European divisions (except UK)
• Synergies hard
– customer-oriented
– transversal services?

5. Level 1 Functional Support
Functional Support
Level 2
Level 3
Service Functional Technical
Desk Support Support
• Complex and procedural resolutions
• User Entity Administration (UEA)
– Application Problems & Access Rights
– Mgt: User, Data, Incident, Knowledge,
Communication

6. Quality and Process Management
• Information overload in IT
– Outsourcing affects communication
– ASAPH: thousands of subcontractor companies
• Umbrella task: « Amélioration continue »
• Belongs to everyone, QPL responsibility
(Quality Process Leader)

7. Reorganization of Data
Personal Project
• Client-driven file organization
• 12000 files, 600 folders
• Context and content
• Shortcut issues – pathfinding

8. Codification
Codification
• People-to-documents
• Great fit with IT support
– FAQs and guides
– Volume of « patent solutions »
• Knowledge Base
• Logica: Assumed instead
of rewarded

9. The experience
• Project vs. Process
• The flux: constant state of change
– Putting out fires
– Procedures and tasks
– People
• Complexities of reporting
• Knowledge transfer central