A long-term journey
The story of Belnet’s new support project perfectly illustrates how a setback can be turned into an opportunity. What began in 2021 as a plan for full outsourcing evolved into an innovative hybrid solution that redefined Belnet’s operational management. On one side, an external partner now handles incident management and technical operations. On the other, administrative support and service-related information have been fully reintegrated in-house.
Learning from the past
The project rose from the ashes of the SD-BOC-SOC initiative (Service Desk – Belnet Operations Center – Security Operations Center), launched in 2021. The initial goal was to outsource the Network Operations Center (NOC) to provide 24/7 operational coverage.
Although a Request for Information (RFI) generated significant interest, the reality hit hard. For the SOC, all five proposals received far exceeded the already tight budget. More critically, none of the bidders passed the technical evaluations for the Service Desk and BOC, proving that no external provider could match Belnet’s internal expertise.
Reinventing the approach
Faced with this major challenge, Belnet teams launched an intensive three-month brainstorming effort in 2023 with all stakeholders. The solution that emerged was revolutionary: the creation of an enhanced Service Desk (SD++ or Operations Desk), capable of in-depth investigations using tools like Zabbix and Impact Analysis, alongside the reinternalization of a range of first-line administrative support tasks.
A critical "no NOC" pilot conducted with our then-provider over two weeks validated this approach, helping define final specifications. This simulation highlighted the critical role of Zabbix alarm management and repositioned the IT Service Management (ITSM) department as the coordinator between the Operations Desk and technical teams.
Implementation in seven streams
Officially launched on December 15, 2023, the project was structured around seven parallel activities: Contract negotiations with our provider for a seven-month extension. Procurement management, which resulted in our new partner Cheops winning the public tender. A major transformation in knowledge management, led by our ITSM team, which turned Belnet’s technical documentation into a comprehensive knowledge base integrated into our ticketing system and with workflows in Zabbix.
Change management and security teams respectively handled the human impact of the transformation and risk assessment for the new operational processes.
Transition: Between planning and reality
For technical support, Cheops proposed a "managed service" model with four staff under Belnet’s operational management. Preparation included over 50 intensive training sessions delivered by technical teams between February and March 2025.
Two full-scale tests validated the system before launch, revealing areas for improvement on both the Belnet and Cheops sides. Technical integration included implementing Belnet's IVR system and preparing Cheops' work environment within Belnet’s offices.
At the same time, reinternalizing first-line administrative support affected the internal organization of our customer service department. An optimal workflow had to be devised to ensure fast responses by phone or email.
To validate the feasibility of our ideas, several Belnet and BNIX users agreed to test the new approach using realistic scenarios. Their feedback was invaluable, revealing key improvements before the major go-live on April 1st.
Then came all the practical details that, while small, made a big difference—such as updating all communication channels and, symbolically, retiring the term "servicedesk" and its email addresses from all documentation. A painstaking process that’s still ongoing.
If you happen to come across an old “servicedesk” mention somewhere, don’t hesitate to let us know—every detail counts in this transformation!
The legacy of the project
This project has fundamentally transformed how Belnet delivers services. Beyond the technical implementation, it revolutionized internal documentation and knowledge sharing, creating lasting value that far exceeds the original goals.
This behind-the-scenes transformation ensures that the Belnet community continues to benefit from world-class IT infrastructure support. This long-term journey is a testament to strategic perseverance and the ability to adapt to evolving challenges—proof that a setback can lay the groundwork for sustainable innovation.