NAELAN Service Catalogue
The purpose of this NAELAN Service Catalogue is to present a structured and standardised set of services to support our clients throughout the lifecycle of their Customer Communication (CCM), Proposal Management (PM) or Contract Lifecycle Management (CM) projects, from the study and scoping phases to production, optimization and support.
These services have been designed to ensure a clear understanding of the scope of intervention, associated deliverables, and implementation methods. They constitute a common framework for securing projects, facilitating communication, and ensuring consistent and controlled execution of services.
The interventions described in this catalogue can be carried out by NAELAN experts, who have extensive experience in CCM, PM and CM environments, and/or by recognized experts from our certified partners .
This hybrid approach makes it possible to guarantee both:
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the continuity and quality of NAELAN's expertise,
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the ability to mobilize complementary skills when necessary,
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greater flexibility in project implementation,
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and optimal adaptation to the needs and constraints of our clients.
The indicated durations are provided for guidance purposes only and are specified during the qualification of each request. Each service is the subject of a proposal detailing the scope, deliverables, prerequisites, and conditions of intervention.
C01
One-off expertise
Objectif
To quickly provide expert advice on a specific issue, in order to secure a decision, unblock a situation or validate a technical direction, without committing to a long-term mission.
Cas d'usage
Technical arbitration between several implementation solutions, validation of an architectural choice before commitment, resolution of a blocking point in project or production, second opinion on an integrator's recommendation.
Périmètre
Analysis of the submitted problem, study of the elements transmitted (documentation, configurations, log extracts), exchanges with the experts and contacts of the client, formulation of reasoned and prioritized recommendations.
Livrables
Summary recommendation note or documented oral report (presentation material), according to the agreed format.
Hypothèses
Subject clearly defined prior to intervention; access to necessary information and contacts; availability of relevant technical elements.
Hors périmètre
Development, configuration and implementation of recommendations.
Durée indicative
1 to 5 days
Options
In-depth architectural review (see C04)
CO2
Project management assistance
Objectif
Supporting business teams in defining, formalizing and prioritizing their customer communication needs, in order to guarantee a solid framework and an expression of needs that can be used by the project management team.
Cas d'usage
Defining the scope of a new CCM project, redesigning a document inventory, preparing specifications, expressing needs prior to a call for tenders or a migration.
Périmètre
Facilitating needs assessment workshops with business teams, analyzing existing documentation and communication processes, formalizing functional and non-functional requirements, assisting with prioritization and roadmap development.
Livrables
Requirements specification document (RSD), workshop reports, requirements matrix where applicable.
Hypothèses
Availability of business contacts and their representatives; identified sponsor; access to existing documentation.
Hors périmètre
Detailed technical design and implementation (covered by the AMOE, see C03).
Durée indicative
2 to 10 days
Options
Functional recipe support
CO3
Project management assistance
Objectif
Provide expert support for the technical design and implementation of CCM solutions, in support of the client's or integrator's development teams.
Cas d'usage
Review and validation of technical designs, ad hoc assistance to developers on KSL best practices, assistance in choosing implementation patterns, resolution of complex technical issues.
Périmètre
Design review, implementation recommendations, technical assistance to development teams, transfer of best practices.
Livrables
Technical notes, design advice, documented recommendations.
Hypothèses
Existing architecture documented and accessible; implementation teams identified and available.
Hors périmètre
Full support for developments (see services D01 to D04).
Durée indicative
2 to 10 days
Options
Technical migration support
CO4
Architecture Review
Objectif
Evaluate the consistency, robustness and scalability of the existing or planned CCM architecture, with regard to business needs, volumes and market standards.
Cas d'usage
Validation of an architecture before implementation, doubt about the sizing of a platform, preparation for a load increase, identification of risks of obsolescence or fragility.
Périmètre
Analysis of the application and technical architecture (components, flows, integrations, high availability, security), identification of risks and points of fragility, formulation of prioritized evolution recommendations.
Livrables
Architectural report including analysis of the existing situation, risk mapping and recommendations.
Hypothèses
Architectural documentation available; access to technical teams for interviews.
Hors périmètre
Complete redesign of the architecture and implementation work.
Durée indicative
2 to 5 days
Options
Comparative benchmark with market practices
CO5
CCM team coaching
Objectif
To upskill the client's teams (business and technical) on CCM concepts, tools and best practices, in order to strengthen their autonomy from the start of the project and over the long term.
Cas d'usage
Project start-up with newly formed teams, KSL Suite handover by new collaborators, professionalization of document design practices, preparation for taking over a TMA independently.
Périmètre
Individual or group coaching sessions, transfer of good design and operation practices, support on concrete client cases, methodological and organizational advice.
Livrables
Coaching materials, best practice guides, summary of areas for improvement.
Hypothèses
Availability of teams to be coached; accessible work environment for practical application.
Hors périmètre
Production of project deliverables in place of the teams being supported.
Durée indicative
1 to 10 days
Options
Additional thematic workshops
D01
Document models
Objectif
Design, develop and evolve document templates (letters, contracts, statements, emails, etc.) in production, in compliance with the client's graphic charters and business rules.
Cas d'usage
Creation of new models for a product launch or regulatory change, evolution of existing models, multi-brand or multi-language versions, integration of dynamic tables and graphs.
Périmètre
Analysis of provided specifications, design and development of models in the KSL studio, pooling of components in the repository (clauses, charters, resources), unit testing and delivery to acceptance testing.
Livrables
Models developed, tested and delivered with their documentation.
Hypothèses
Functional and graphical specifications provided; test data sets available.
Hors périmètre
Production exploitation and distribution.
Durée indicative
Price upon request, depending on complexity and volume
Options
D01
CCM platform audit
Objectif
To draw up a comprehensive and objective assessment of the CCM platform: architecture, flows, operation, security and risks, in order to have a clear vision of the strengths, weaknesses and actions to be taken.
Cas d'usage
Diagnosis of the existing system before major changes, takeover of a poorly documented platform, preparation of an improvement plan, technical due diligence.
Périmètre
Analysis of the architecture and deployed components, mapping of incoming and outgoing flows, review of operating and monitoring practices, identification of technical, functional and organizational risks.
Livrables
Comprehensive audit report including findings, risk mapping and prioritized action plan.
Hypothèses
Access to the platform, documentation and key contacts.
Hors périmètre
Implementation of the identified corrective actions.
Durée indicative
3 to 10 days
Options
Benchmark against market standards and practices
D02
Scripts
Objectif
Develop the scripts and automation processes of the CCM chain: data preparation, generation orchestration, post-processing and sequencing.
Cas d'usage
Automation of batch production, transformation or enrichment of data streams upstream of generation, implementation of post-processing (sorting, grouping, massification).
Périmètre
Analysis of specifications, development of scripts and processes, unit and integration testing, documented delivery in a test environment.
Livrables
Scripts developed, tested and documented.
Hypothèses
Specifications provided; development and testing environments accessible.
Hors périmètre
Production exploitation.
Durée indicative
Price upon request
Options
D02
Migration study
Objectif
Prepare and secure a migration (version upgrade, platform or infrastructure change) by analyzing the impacts and defining the most suitable migration strategy.
Cas d'usage
Major version upgrade of KSL Suite, end of support for an existing version, change of hosting environment, consolidation of platforms.
Périmètre
Analysis of technical, documentary and application impacts, identification of dependencies with the IS, assessment of workloads and risks, definition of the migration strategy and sequencing.
Livrables
Detailed migration plan: scenarios, allocation, estimated workloads, test and fallback plan.
Hypothèses
Migration scope defined; access to the source environment and its documentation.
Hors périmètre
Implementation of the migration itself (see services M01 to M05).
Durée indicative
3 to 8 days
Options
Proof of concept for validation on a pilot scope
D03
Integrations & connectors
Objectif
Develop integrations between the CCM platform and the information system: application connectors, APIs, exchanges with business applications, EDM, distribution channels or publishing providers.
Cas d'usage
Integration of KSL with a business application (CRM, ERP, HRIS…), exposure or consumption of APIs, implementation of exchanges with archiving or electronic signature.
Périmètre
Integration design, connector and API development, integration testing with partner applications, flow documentation.
Livrables
Integrations developed, tested and documented.
Hypothèses
Third-party application APIs are available and documented; integration environments are accessible.
Hors périmètre
Infrastructure work and modifications to third-party applications.
Durée indicative
Price upon request
Options
D03
Document audit
Objectif
Evaluate the quality, maintainability and performance of the document model portfolio, and identify levers for optimization and rationalization.
Cas d'usage
Aging or heterogeneous document collection, excessive model maintenance time, preparation for a document overhaul or migration, harmonization of graphic charters.
Périmètre
Review of the structuring of models and the repository (pooling, clauses, charters), analysis of generation and personalization rules, evaluation of compliance with KSL best practices, identification of redundancies and possible simplifications.
Livrables
High-quality documentary report with detailed findings and prioritized optimization recommendations.
Hypothèses
Access to models, repository and production examples.
Hors périmètre
Redesign of the models (see D01).
Durée indicative
2 to 10 days
Options
Optimization service for identified models
D04
Industrialization & Tooling
Objectif
Automate the deployment and lifecycle of CCM deliverables by implementing CI/CD pipelines and appropriate tools, to improve the reliability and speed up deliveries.
Cas d'usage
Integration of CCM into the company's DevOps chain, automation of promotions between environments, version management and traceability of model deliveries.
Périmètre
Design of delivery pipelines, development of automation tooling, integration with client tools (source manager, CI/CD orchestrator), testing and documentation.
Livrables
Operational and documented industrialization pipelines and tools.
Hypothèses
Existing delivery processes formalized; customer's CI/CD tools accessible.
Hors périmètre
Functional developments of the solution.
Durée indicative
Price upon request
Options
D04
Performance Audit
Objectif
Analyze the performance of the document production chain, identify bottlenecks and propose concrete actions to improve processing times.
Cas d'usage
Generation times deemed too long, progressive performance drift, exceeding batch processing windows, preparation for an increase in volume.
Périmètre
Analysis of production logs and metrics, identification of the most resource-intensive processes and models, review of parameter settings and sizing, optimization recommendations (application, documentation and infrastructure).
Livrables
Performance report: measurements, diagnoses, quantified and prioritized recommendations.
Hypothèses
Monitoring and execution logs available for the analysis period.
Hors périmètre
Infrastructure overhaul.
Durée indicative
2 to 5 days
Options
Tuning services and implementation of optimizations
D05
Defining a target architecture
Objectif
Define the target architecture of the CCM platform based on business needs, non-functional requirements (availability, security, volume) and the constraints of the client's IS.
Cas d'usage
Framing of a new CCM project, significant evolution of uses or volumes, urbanization of the IS, transition to SaaS or hybrid mode.
Périmètre
Gathering requirements and constraints, designing the target application and technical architecture, making reasoned technical choices (components, sizing, integrations, security), implementation roadmap.
Livrables
Target architecture file: diagrams, technical choices, dimensioning, trajectory.
Hypothèses
Needs and requirements clearly expressed; architecture and infrastructure contacts available.
Hors périmètre
Implementation of the defined architecture.
Durée indicative
3 to 8 days
Options
Benchmark of solutions or architectural patterns
D06
Industrialization
Objectif
Improve the industrialization of the CCM chain: automation of deployments, version management, continuous integration and reliability of production releases.
Cas d'usage
Manual deployments are a source of errors, delivery cycles are too long, there is a lack of traceability of model versions, and there is a desire to automate the transition of deliverables from testing to production.
Périmètre
Analysis of existing delivery and deployment processes, definition of target processes and associated tooling, recommendations for the organization and governance of environments.
Livrables
Industrialization plan: target processes, recommended tooling, implementation roadmap.
Hypothèses
Existing delivery processes are documented or accessible via interviews.
Hors périmètre
Tooling development (see D04).
Durée indicative
2 to 5 days
Options
Automation and implementation of pipelines
DEP01
Recipe support
Objectif
Secure the acceptance testing phase by providing methodological and operational support to the testing teams: preparation, execution, qualification of anomalies and monitoring of corrections.
Cas d'usage
Recipe for a new CCM project, validation of a migration or version upgrade, non-regression campaign on a document set.
Périmètre
Assistance in developing the strategy and recipe books, support in executing tests, qualification and monitoring of anomalies, final recipe summary.
Livrables
Revenue reports, summary of anomalies and their treatment.
Hypothèses
Test suites and acceptance testing environments available; business testers mobilized.
Hors périmètre
Correction of anomalies (development services).
Durée indicative
1 to 10 days
Options
DEP02
production launch
Objectif
Managing and securing the switchover to production: preparation, execution of the switchover plan, post-deployment checks and validation of proper functioning.
Cas d'usage
Initial deployment of a platform or document scope, switchover following migration, deployment of a major upgrade.
Périmètre
Verification of production prerequisites, execution or support of the cutover plan, post-deployment checks, validation of the first real productions.
Livrables
Go Live report including status of controls and any reservations.
Hypothèses
Transition plan validated; acceptance pronounced; transition stakeholders identified and available.
Hors périmètre
Current post-switchover operation.
Durée indicative
1 to 5 days
Options
On-call duty during the switchover
DEP03
Hypercare (post-production stabilization)
Objectif
Provide a period of enhanced support immediately after a critical production release, in order to quickly address incidents, stabilize the platform and reassure the teams.
Cas d'usage
High-stakes production deployment (volume, customer visibility, regulatory), major migration, start-up of a new business scope.
Périmètre
Close monitoring of production, priority handling of incidents and anomalies, parameter adjustments, daily follow-up points with the client's teams.
Livrables
Stabilization report: incidents dealt with, actions taken, recommendations for exiting hypercare.
Hypothèses
Production started; incident reporting channels defined.
Hors périmètre
Functional developments.
Durée indicative
2 to 10 days
Options
Extended 24/7 Coverage
I01
KSL Installation
Objectif
Install and configure the KSL platform according to publisher standards, in order to quickly have an operational environment that complies with best practices.
Cas d'usage
Initial platform installation, creation of a new environment (project, training, demonstration), reinstallation following infrastructure evolution.
Périmètre
Verification of technical prerequisites, installation of suite components, standard configuration, functionality tests, delivery of configuration elements.
Livrables
Platform installed, tested and operational; installation file.
Hypothèses
Access to the target infrastructure (servers, network, rights); technical prerequisites met.
Hors périmètre
Document development and configuration.
Durée indicative
1 to 3 days
Options
I02
Multi-environment deployment
Objectif
Deploy the platform across all lifecycle environments (development, testing, production, disaster recovery), with a consistent configuration and a strategy for promoting deliverables between environments.
Cas d'usage
Implementation of a complete DEV/REC/PROD/PRA project cycle, adding environments to an existing platform, separating environments for compliance needs.
Périmètre
Installation and configuration of the different environments, standardization of settings, definition of promotion rules between environments, and testing of proper functioning on each environment.
Livrables
Platforms deployed and documented across all target environments.
Hypothèses
Infrastructure available for each environment; network flow matrix validated.
Hors périmètre
Routine operation of environments.
Durée indicative
2 to 5 days
Options
I03
Platform security
Objectif
Strengthen the security of the KSL platform in accordance with customer security requirements and publisher best practices, in order to reduce the exposure area and risks.
Cas d'usage
Compliance with the IS security policy, preparation for an audit or accreditation, post-installation hardening, remediation following a security audit.
Périmètre
Review of security configuration (accounts, rights, encryption, protocols, logging), application of recommended hardening measures, verification of proper functioning after securing.
Livrables
Documented secure configuration; summary of measures applied.
Hypothèses
System access with the necessary privileges; client security requirements communicated.
Hors périmètre
Specific developments related to security; penetration testing.
Durée indicative
1 to 3 days
Options
M01
KSL Suite Migration
Objectif
Carry out the end-to-end upgrade of the KSL platform, ensuring continuity of service and the same functionality of documentary productions.
Cas d'usage
Major or minor version upgrade, catching up with end-of-support versions, aligning environments with a reference version.
Périmètre
Preparation and backup, migration of platform components, configuration adaptation, non-regression testing, switchover support.
Livrables
Platform migrated, tested and validated; migration report.
Hypothèses
Source version supported by the migration path; test environments available.
Hors périmètre
Functional or documentary redesign during the migration.
Durée indicative
3 to 15 days
Options
M02
Infrastructure migration
Objectif
Migrate the CCM platform to a new hosting environment (new servers, datacenter, cloud) while minimizing service interruption and regression risks.
Cas d'usage
Infrastructure renewal, datacenter relocation, migration to the cloud or change of hosting provider, virtualization or containerization.
Périmètre
Preparation of the target environment, transfer and reinstallation of components, recovery of configurations and data, validation tests, switchover and post-migration checks.
Livrables
Target infrastructure operational; platform migrated and validated; cutover report.
Hypothèses
Target infrastructure available and compliant with prerequisites; planned failover window.
Hors périmètre
Functional evolutions of the solution.
Durée indicative
2 to 10 days
Options
M03
Document migration
Objectif
Migrate the portfolio of document models to the new version or platform, ensuring the fidelity of the renderings and the non-regression of the productions.
Cas d'usage
Version upgrade requiring the re-use of models, consolidation of document repositories, and the re-use of models from another solution.
Périmètre
Inventory and qualification of the fleet to be migrated, conversion or adaptation of models, comparison of before/after renderings, correction of discrepancies, validation with the business teams.
Livrables
Migrated and validated models; migration and non-regression report.
Hypothèses
Access to source models and representative datasets.
Hors périmètre
Graphic or functional redesign of models.
Durée indicative
0.5 to 5 days depending on the model
Options
M04
Script migration
Objectif
Adapt existing CCM scripts and processes to ensure their compatibility with the new version of the platform or the new environment.
Cas d'usage
Version upgrade modifying APIs or behaviors, change of execution environment, bringing legacy scripts into compliance.
Périmètre
Inventory of scripts and processes involved, analysis of compatibility impacts, adaptation and unit testing, validation in a test environment.
Livrables
Adapted, tested and documented scripts.
Hypothèses
Source code available and versioned; existing or constructible test cases.
Hors périmètre
Development of new treatments.
Durée indicative
2 to 10 days
Options
M05
Migration of integrations
Objectif
Adapt the flows and integrations between the CCM platform and the information system (business applications, EDM, publishing, distribution channels) within the framework of a migration.
Cas d'usage
Version upgrade modifying connectors, evolution of upstream/downstream applications, change of protocols or exchange formats.
Périmètre
Mapping of impacted flows, adaptation of integrations and connectors, end-to-end integration testing with partner applications, validation of exchanges in acceptance testing.
Livrables
Adapted, tested and documented workflows and interfaces.
Hypothèses
APIs and environments of third-party applications available for testing; IT contacts available for mobilization.
Hors périmètre
Redesign of the IT system or third-party applications.
Durée indicative
2 to 15 days
Options
P01
Technical Proof of Concept
Objectif
Validate the technical feasibility of a specific solution, integration or mechanism before any project commitment, in order to reduce risks and make decisions more objective.
Cas d'usage
Validation of an integration with a business application, testing of a particular generation or distribution mechanism, verification of compatibility with a component of the IS.
Périmètre
Defining the test case with the client, creating a prototype focused on the points to be validated, executing the tests and analyzing the results.
Livrables
Demonstrable prototype and synthesis of POC results (feasibility, limitations, recommendations).
Hypothèses
Clearly defined technical use case; necessary environments and access provided.
Hors périmètre
Prototype moving into production.
Durée indicative
3 to 5 days
Options
P02
Functional POC
Objectif
Demonstrate the business value of the solution on real-world client use cases, in order to validate functional suitability and facilitate user and decision-maker buy-in.
Cas d'usage
Demonstration on client documents and scenarios before decision, validation of ergonomics and user journeys, support for an internal selection file.
Périmètre
Selection of representative business scenarios, implementation of models and demonstration paths, facilitation of feedback sessions with stakeholders.
Livrables
Functional demonstrator and POC report (coverage of needs, gaps, recommendations).
Hypothèses
Data and representative documentary examples made available.
Hors périmètre
Industrialization and transition to production of the demonstrator.
Durée indicative
5 to 10 days
Options
P03
Benchmark solutions
Objectif
To objectively compare several solutions with regard to the client's needs, in order to inform the choice of tool through a factual and multi-criteria analysis.
Cas d'usage
Choosing a new CCM, PM or CM solution, putting an existing solution out to tender, consolidating multiple tools within a group.
Périmètre
Definition of the evaluation grid (functional, technical, economic criteria), comparative analysis of identified solutions, summary of strengths and weaknesses, reasoned recommendation.
Livrables
Benchmark report: analysis grid, scoring, summary and recommendations.
Hypothèses
Solutions to be compared identified; needs and selection criteria validated by the client.
Hors périmètre
Implementation of the chosen solution.
Durée indicative
3 to 8 days
Options
Partner service required
Q01
Model review
Objectif
Control the quality of the document models produced (internally or by a third party) with regard to KSL good practices: maintainability, sharing, performance and compliance with standards.
Cas d'usage
Quality control before production, verification of deliverables from a service provider, ad hoc audit of a batch of models, implementation of a documentary quality approach.
Périmètre
Review of models based on a grid of criteria (structure, pooling, rules, naming, performance), identification of non-conformities and areas for improvement.
Livrables
High-quality report with detailed findings by model and recommendations.
Hypothèses
Access to models and the repository.
Hors périmètre
Correction of models (can be done as an additional service).
Durée indicative
1 to 5 days
Options
Q02
Performance optimization
Objectif
To concretely improve the performance of the document generation chain, by acting on the models, settings and processes identified as consumers.
Cas d'usage
Batch processing exceeding allocated windows, on-demand generation deemed too slow, preparation for a significant increase in workload.
Périmètre
Analysis of measurements and production logs, identification of applicable optimizations, implementation of optimizations on models and parameterization, measurement of gains obtained.
Livrables
Before/after performance report with measured gains; optimizations delivered.
Hypothèses
Logs and metrics available; representative test environment.
Hors périmètre
Redesign of the architecture (see E05).
Durée indicative
2 to 10 days
Options
In-depth platform tuning
Q03
Code review
Objectif
Auditing the quality of KSL development code (scripts, processing, interfaces): readability, robustness, maintainability, security and compliance with standards.
Cas d'usage
Quality control of internal or outsourced developments, recovery of poorly documented code assets, preparation for a transfer of responsibility or a TMA.
Périmètre
Code review based on a grid of criteria, identification of weaknesses and technical debts, prioritized remediation recommendations.
Livrables
Code review report with findings and remediation plan.
Hypothèses
Access to the code repository and its documentation.
Hors périmètre
Code correction and refactoring.
Durée indicative
1 to 5 days
Options
S01
Expert support
Objectif
Provide level 3 expertise for the diagnosis and resolution of complex or blocking incidents on the KSL platform.
Cas d'usage
Critical production outage, recurring incident not resolved by internal support levels, abnormal behavior requiring expert analysis.
Périmètre
Handling of requests according to contractual commitments, in-depth diagnosis, resolution or workaround, prevention recommendations.
Livrables
Incident resolution; diagnostic and resolution sheets.
Hypothèses
Access to environments and diagnostic elements (logs, configurations).
Hors périmètre
Corrective or evolutionary developments outside the scope of support.
Durée indicative
According to contract
Options
S02
Project assistance
Objectif
Supporting the client throughout their project with regular expert assistance: support for project management, addressing technical issues, and ongoing advice.
Cas d'usage
Project carried out independently by the client with the need for an expert safety net, recurring ad hoc support to project teams, participation in monitoring bodies.
Périmètre
Assistance on request on project topics, participation in follow-up points, review of deliverables and recommendations, decision support.
Livrables
Intervention reports and recommendations.
Hypothèses
Shared project planning; identified stakeholders.
Hors périmètre
Complete implementation of development work.
Durée indicative
In times past
Options
S03
On-call duty
Objectif
To guarantee the continuity of service of critical productions by ensuring an intervention capacity outside of working hours.
Cas d'usage
High-stakes night or weekend batch productions, closing periods or regulatory deadlines, platforms with high availability requirements.
Périmètre
Implementation of the on-call system (contacts, escalation procedures), taking calls and intervening outside working hours according to the contracted time slots, traceability of interventions.
Livrables
Log of incidents and on-call interventions.
Hypothèses
Operational operating procedures and remote access; defined on-call scope.
Hors périmètre
Planned developments and works.
Durée indicative
According to contract
Options
24/7 Coverage
S04
TMA (Third-Party Application Maintenance)
Objectif
Ensuring the operational maintenance of the platform and documentary assets over time: corrective, preventive and evolutionary maintenance of the contracted scope.
Cas d'usage
Outsourcing of the RUN of the CCM platform, maintenance of a document library with regular updates, securing knowledge within a critical scope.
Périmètre
Handling requests and incidents according to the contractual process, implementation of fixes and minor enhancements, monitoring of service level agreements (SLAs), committee meetings and periodic reporting.
Livrables
Fixes and enhancements delivered; dashboards and activity reports.
Hypothèses
Current TMA contract defining scope, commitments and governance.
Hors périmètre
Major projects and redesigns (handled in project mode).
Durée indicative
According to contract
Options