ePMO supportOur complete solution
You have invested in a project management solution.
You want to help your project managers manage their projects.
You want to help your managers make the right decisions.
You don't want your solution to fall by the wayside.
Support lv. 1
Responsiveness, Answers, Advice
– Support for a defined number of players over a limited period of time
– User support via our ticketing tool, telephone or e-mail
– Answering questions on the use of project management tools (connecting to MS Project, unlocking a project (archived/extracted), creating tasks/milestones, managing resource workloads, etc.).
– Sharing e-learning, mini-videos
– Sharing best practices
Support lv. 2 & 3
Involvement, Effectiveness, Expertise
– A single bilingual (French/English) point of entry for reporting incidents and handling requests
– Help with problem handling, whatever the version update level (no need to go through CU)
– Follow-up of ticket processing
– Immediate handling of tickets by experts in various fields: infrastructure, development, administration, security, etc.
– 1 type of contract: fixed-price with SLAs in place
Proactive support
Support, Foresight, Expertise
– Monitoring the technical environment to prevent failures
– Monitoring of work environment performance
– Propose and implement solutions in anticipation of problems
– Synchronization points with the customer (monthly, quarterly or annually)
– Sharing of a knowledge base to respond to known problems
Data quality analysis
Control, Control, Verification
– Define project quality criteria (number of milestones, update date, etc.)
– Control the quality of Project data:
• Project publication date,
• Validation of time entries,
• planning of remaining work,
• verification of resource load plans,
• etc.
– Publication of deviations from defined rules, implementation of corrective actions and progress monitoring
Data quality assurance
Delegation, Update, Adjustment
– Follow-up with project managers to update data
– Delegation of project updates: taking account of actuals, re-planning, revision of workload plans, etc.
– Work in collaboration with internal teams
– Coaching (individual or group)
Continuous improvement
Experience, Training, Transformation
– Alignment of tools (planning, reports, etc.) to changes in your organization and processes
– Recommendations for upgrading tools to meet all your needs:
• standard functionalities (resource management, project portfolio, etc.),
• presentation of new functionalities and add-ons,
– Creation of specific reports or adaptation of existing reports (Excel services, SQL Reporting Services, PowerBI)
– Training of new players (project management, PMP, Agile, Operational Strategy, MS Project, etc.)