Included services
These services can be digital services or human delivered services:
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Service Desk: Support team regarding incidents and service requests (24/7, English & French language by default)
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Customer onboarding accompaniment: Free help for 2 months after contract subscription to set up your account, learn how to use the platform
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Service Activation: Visibility on updated service activation
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Documentation: Access guides, tutorials, and API information to help you use the platform
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API Catalogue: List of API available for you to integrate into your systems
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Digital Infrastructure Assessment: An online tool to evaluate your digital maturity and hence the maturity of your organisation to use the plaltorm
Service Desk
You have access to a designated support team that will be your primary point of contact regarding incidents and service requests. The support team will address requests and services calls made by authorized personnel only. The service coverage is 24/7 and relies on the by default languages : English and French.
Channels of communication
You can contact the service desk through several channels: digital interface updates and creation through ITSM (Information Technology Service Management) system or directly through the portal if an integration between customer and Orange is established.
Process coverage
The service desk supports several key ITIL (Information Technology Infrastructure Library) processes to ensure efficient and effective IT service management.
These processes include Incident and Problem Management (namely Request Fulfillment and Knowledge management).
Customer onboarding
As new customer of Evolution Platform, you are offered a personalized onboarding free of charge for 2 months, starting at your contract subscription. This facilitates your platform adoption thanks to a on boarding “kickoff call” with specialists who will:
- guide you to set up and manage your accounts efficiently, allowing a smooth transition to using your portal, thanks to the review of user configuration (user profiles and activated products).
- share a comprehensive documentation: learning resources and training material, including an on-line tutorial.
Service activation status
As soon as you have provisioned the products on the portal, you get the visibility on the updated service activation status. This transparency facilitates a smoother transition and helps address any potential questions or issues promptly.
Documentation
Access to platform & Learning Resources helps you utilize product capabilities and enhances your adoption and satisfaction of the platform. We provide you with the resources and tools you need to adopt and use your products and services effectively.
API catalogue
API documentation and catalogue presents the list of the API available for you to integrate into your systems to help you achieve your business objectives.
Digital Infrastructure Assessment
This service allows you to understand your digital infrastructure maturity thanks to online access to a first level maturity assessment covering various domains: business, governance, platform, security, operations, and people.
This assessment provides you with concrete outputs, such as
- the current level of maturity of each domain and to define the maturity level you aspire to on various domains,
- the gap to achieve your target,
- help to plan a roadmap.
To track your progress, we advise you to assess your platform maturity regularly.
