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countries with harmonized IT operations (France and Belgium)
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TotalEnergies
Structuring and Harmonizing IT Processes Across France and Belgium
About the client
TotalEnergies is a global multi-energy group that produces and markets oil, natural gas, fuels, electricity, and renewable energy. Present in more than 100 countries with over 100,000 employees, the group is actively investing in the energy transition by developing low-carbon solutions to support a more sustainable energy mix.
The business challenge
Two entities, two systems, one goal
TotalEnergies engaged in a deep transformation of its RPG France and Belgium subsidiaries, part of the GRP (Renewable Gas & Power) division. Historically, these two entities operated independently, each with its own information systems and inconsistent practices.
The goal was twofold: harmonize IT processes to gain operational efficiency, and prepare the convergence toward a centralized IT model across the group. The engagement was carried out within the shared France-Belgium IT department, inside the DART team responsible for data, workflows, and user support.
Our solution
Harmonizing ITIL processes on ServiceNow, then driving adoption
Synapsys supported TotalEnergies in defining, deploying, and harmonizing key ITIL processes, incidents, changes, problems, and the CMDB, in ServiceNow, accounting for the specific needs of both entities. Extensive cleanup and reliability work on the CMDB delivered a clear, shared view of the application and infrastructure estate.
To help teams adopt the new ways of working, Synapsys ran a structured change management program including webinars, training materials, and hands-on support for operational teams, with particular focus on communication to overcome resistance and build buy-in.
Implementation
Real-time reporting, managed services, and cleaning up technical debt
Power BI dashboards were built and connected to both ServiceNow and the data lakes, giving real-time visibility into IT process performance and supporting faster, better-informed decisions.
Synapsys also supported the transition to managed infrastructure services under the Boost contract, as new providers took over servers, databases, networks, and identity management. This included a significant knowledge management effort to capture and transfer technical know-how as part of the internal team departed.
In parallel, dedicated initiatives identified and addressed obsolete components across operating systems and software, securing the existing environment ahead of the next transformation phases.
Measurable results
A more transparent, more effective IT department
TotalEnergies' IT department now runs with a clearer, more secure, and better-governed structure, with a direct impact on overall performance and agility. The engagement delivered harmonized practices across France and Belgium, a more mature IT team, increased visibility into the application and infrastructure estate, structured change management, groundwork for convergence toward a centralized IT model, and strong client satisfaction with the resulting structure, security, and process flow.
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ITIL processes harmonized (incidents, changes, problems, CMDB)