NARSA is preparing to install a centralized solution for managing tickets and IT incidents, designed to organize and track all technical claims and requests coming from its central and external services. This platform is intended to enable structured monitoring of requests, full visibility over their handling, and the production of usable indicators for steering operations.
According to sources consulted by TelQuel, the company Alton was selected to implement this solution, for an amount of approximately 500,000 dirhams. The company Inforopex IT Solution had also participated in the competition to secure this contract. The operation concerns a single tool intended to centralize the flows, standardize the processes, and integrate with the Agency’s other internal systems.
According to NARSA, this solution must cover a set of functionalities addressing the entire incident lifecycle: reception, qualification, processing, escalation, and closure. The solution must comply with ITIL v4 best practices, be accessible via a secure web mode, and be interoperable with authentication, messaging, or monitoring tools. It must also include a technical inventory linked to the tickets, a rules engine to automate certain operations, a service catalog, and a dynamic knowledge base.
The implementation approach is structured in three phases. The first consists of a detailed study of the existing situation: incident volume, support organization, technical resources, outage impacts, and mobilized personnel. It must lead to a charter specifying processing procedures and to recommendations aligned with the ITIL framework. The second phase concerns the installation, configuration, and deployment of the solution, along with the production of technical documentation, configuration files, test plans, and workshop reports. The third phase is dedicated to training: twenty users must be trained, including five in depth, with a transfer of skills covering administration, configuration, and first-level maintenance.
The contractual timeframe set for executing the project is three months, including commissioning of the solution and completion of all services stipulated in the specifications. This software system is intended to allow NARSA to structure the management of its IT incidents, ensure complete traceability of interventions, and harmonize support processes across its entire network.
Written in French by Younes Saoury, edited in English by Eric Nielson
