International vision of IT support: a look back at MTL Connect 2025 and the La Chaise Bleue podcast
Publié le, 09/02/2026At MTL Connect 2025, a leading international event dedicated to technology, innovation and digital ecosystems, Advancia Téléservices took part in discussions on major transformations in IT support. In this context, Sahbi Gargouri, CEO of Advancia Téléservices, was invited to appear on the La Chaise Bleue podcast alongside Nicolas Quintin and Bouaouina Soukaina to share an international and operational vision of IT support.
This discussion provided an opportunity to put the sector’s developments into perspective, combining technological, organisational and human perspectives in a context of rapidly accelerating digital usage.
IT support in the face of global technological acceleration
One of the key points discussed during the podcast was the acceleration of technology, particularly in mature ecosystems such as Tunisia. Automation, artificial intelligence, collaborative tools and cloud platforms are profoundly redefining the way IT and support teams operate.
In this context, IT support can no longer be thought of as a simple incident resolution function. It is becoming a strategic link, capable of supporting users, securing environments and ensuring business continuity in organisations that are increasingly dependent on digital technology.
Artificial intelligence as a lever for transformation
Artificial intelligence is playing an increasingly important role in modern IT support models. During the discussion, its role in automating low-value-added tasks, improving the qualification of requests and analysing data from user interactions was discussed.
However, AI is not approached as an end in itself, but as a tool for improving performance and serving people. Its integration must be accompanied by an increase in team skills and an adaptation of processes to guarantee efficiency, reliability and quality of service.
Skills and organisation: key challenges
Beyond technology, the podcast highlighted the importance of skills and new organisational models. In an internationalised environment, companies need to rethink the structure of their support teams, continuous training and talent management.
The development of technical skills, as well as cross-functional skills (communication, business understanding, priority management), appears to be a determining factor in maintaining a high level of service. This approach is part of a sustainable approach, where performance relies as much on the tools as on the people who use them.
Security and reliability at the heart of concerns
The issue of security was also a central topic of discussion. In a context of increasing cyber threats and regulatory requirements, IT support plays an essential role in the prevention, detection and management of security incidents.
A structured, trained and well-equipped support organisation contributes directly to the resilience of information systems and user confidence.
An international vision, rooted in operations
Advancia Téléservices’ participation in MTL Connect 2025 and the La Chaise Bleue podcast illustrates a clear desire to share an international vision of IT support, based on field experience, innovation and operational excellence.
This exchange sheds light on the transformations underway and confirms that IT support, when designed in a comprehensive and strategic manner, is a key lever for performance and value creation for businesses.
