Accorhotels Case Study

TABLE OF CONTENT

Table of Content………………………………………………………………………………….1

1. Introduction………………………………………………………………………………4

1. History…………………………………………………………………………….4
2. Case Study………………………………………………………………………..5
3. Business Scope……………………………………………………………………6

1. Economy Brands……………………………………………………………..6
2. Midscale Brands……………………………………………………………..6
3. Upscale Brands………………………………………………………………7
4. Luxury Brands………………………………………………………………8

1. Service Strategy………………………………………………………………………….9

1. Perspective……………………………………………………………………….9

1. Mission……………………………………………………………………….9
2. Vision…………………………………………………………………………9
3. Value…………………………………………………………………………10
4. Directions……………………………………………………………………10

1. Position Risk…………………………………………………………………….10

1. Contract Risk……………………………………………………………….10
2. Design Risk………………………………………………………………….11
3. Operational Risk……………………………………………………………12

1. Plan………………………………………………………………………………12

1. Defining the Market………………………………………………………...12
2. Development Offer………………………………………………………….13
3. Strategic Assets………………………………………………………….......13

1. Pattern…………………………………………………………………………..14

1. Work Procedures…………………………………………………………...14
2. Technology…………………………………………………………………..14

3.        Service Design…………………………………………………………………………..15

3.1        Service Catalog………………………………………………………………….15

3.1.1        Wi-Fi…………………………………………………………………….15

3.1.2        Hotel ID card …………………………………………………………...16

3.1.3        Backup and Recovery System………………………………………….17

3.1.4        Hotel Website…………………………………………………………...17

3.1.5        Room Service……………………………………………………………17

3.1.6        Check-in System………………………………………………………...18

3.2        SLA (Service Level Agreement)……………………………………………….18

3.2.1        Availability of the System………………………………………………18

3.2.2        System Performance……………………………………………………20

3.3.3        Capacity Management …………………………………………………21

3.3.4        Availability Management………………………………………………22

3.3.5        Information Security Management……………………………………22

3.3.6        Supplier Management………………………………………………….23

4.        Service Transition………………………………………………………………………24

4.1        Value and Goal

4.1.1        The capacity to adjust rapidly to new prerequisites ………………...24

4.1.2        The achievement rate of change and release for the association ……24

4.1.3        The forecasts of administration levels and guarantees for new and changed administrations……………………………………………………….24

4.1.4        Confidence in the level of consistence with the association during change……………………………………………………………………………24

4.2        Phase of Service Transition…………………………………………………….24

4.2.1        Knowledge Management……………………………………………….24

4.2.2        Change Management…………………………………………………...26

4.2.3        Release and Deployment Management………………………………..28

4.2.4        Service Assets and Configuration Management……………………...30

4.2.5        Service Validation and Testing………………………………………...31

5.        Service Operation……………………………………………………………………….33

5.1        Purpose of Service Operation …………………………………………………33

5.1.1        Scalability……………………………………………………………… 33

5.1.2        Improved Quality……………………………………………………… 33

5.1.3        Return the investment………………………………………………… 33

5.2        Phase of Service Operation……………………………… ……………………33

5.2.1        Request fulfillment …………………………………………………….33

5.2.2        Incident management …………………………………………………34