Objective 
Our goal is to ensure rapid incident resolution with minimal business disruption while adhering to agreed service commitments.
Scope 
It covers the entire incident lifecycle—from detection to resolution validation—engaging all relevant stakeholders, including users, suppliers, IT, and GBS.
Main activities 
Main Actors 
- Help Desk – First point of contact, initial triage & logging.
- Excellence Lead Team – Oversees service performance & best practices.
- Service Owners – Accountable for resolution and continuous improvement.
- Delivery Managers – Coordinate resolution efforts with teams.
- Technical Experts – Diagnose & implement technical solutions.
Useful contacts 
Excellence Lead: Matthias Sielaff
Incident Manager: Virginie Calmettes
Process Owner: Coralie Chaudier
Need more info 
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