Objective 
Our goal is to reduce the number of incidents, prevent recurrence, minimize impact, and enhance the efficiency of support teams through structured problem management.
Scope 
It covers the entire problem lifecycle—from qualification to resolution and closure—ensuring continuous service improvement and engaging all relevant stakeholders, including users, suppliers, IT, and GBS.
Main activities 
Main roles & responsibilities 
- Help Desk – Identifies recurring incidents and escalates them.
- Excellence Lead Team – Ensures process effectiveness & improvement.
- Service Owners – Responsible for long-term resolution.
- Delivery Managers – Coordinate resolution implementation.
- Technical Experts – Conduct RCA and develop solutions.
Useful contacts 
Excellence Lead: Matthias Sielaff
Incident Manager: Virginie Calmettes
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