Development of a module for managing on-call duty and agent interventions during non-working hours
01/2026
For a major insurance company, as part of its operations on its production infrastructure, an old Lotus Notes application allowed agents to enter on-call duties and interventions carried out outside working days and hours. This solution had to be decommissioned and a new internal agreement on the terms and conditions of on-call duties and interventions was due to come into force within the following month.
iTop was chosen to develop this new feature for several reasons:
-
It is the agents' tool.
-
All the reference information needed for data entry is in the tool.
-
This application can be quickly implemented within iTop, in a product that is mastered both by the customer's IT department (administration, configuration) and by users.
Other departments were involved in the process for the payment of penalties:
-
The HR department for interns
-
The purchasing department for service providers
The service has been operating successfully for almost a year and was implemented at a much lower cost and in a much shorter time frame than developing a new dedicated application.
iTop context:
-
Using iTop since 2020
-
+250,000 tickets per year
-
+500,000 CIs
-
All iTop and iTop for Business processes are deployed and in use
-
Incident, request, event, problem, and change management; release management; security tickets; CMDB; impact analysis
-
Knowledge management; asset management—ITAM (inventories, receiving, inventory management, loan management, relocations, etc.)
-
Interfaces with the IS (JIRA, Centréon, in-house applications, security, etc.)
-
