Le Centre de Services d'Inria et ses outils
Jean-Denis Séméria, Denis Buffenoir, Elisabeth Verplanken, Daniel Terrer, Hassan Qamar, Philippe Lecler · HAL (Le Centre pour la Communication Scientifique Directe) · 2015
====== **The Inria Service Center and its tools** ====== After the reorganization of its IT services, Inria decided to rationalize and align the support for its Information System (IS) provided by different teams located on its 8 research centers and on the headquarter. We are now giving our feedback on this project. We created four working groups to select the helpdesk tool and define the processes, the catalog of services and the future organisation. From the beginning, we decided to base our approach on the well known library of good practices ITIL v3. We started working on the first software component. We set up a unique helpdesk tool to provide a single point of contact and manage all the user requests about the Information System of Inria. We had to go through intermediate key steps before reaching this result: we defined the catalog of services, we described the processes and we built the technical solution ; then we trained people on ITIL and on the solution. This approach incited us to define a new organization of the support: we built a distributed center of services based on the existing responsabilities, for cooperatively managing the support. It is based on a set of common processes, good practices, and tools.