Abstract
The first interest of analyzing SNCF 's ISM is that SNCF is, above all, a production business. Moreover, what interests me is the Customer Relationship Management concerning the travelers part of SNCF (not the commercial one). Although in France it is difficult to imagine that a production business could develop services. SNCF is a company full of paradoxes. That is the reason why I am going to give a birds eye view of the SNCF specificities. That will allow us to know SNCF and then to really understand the importance of the implementation of an Information system management in the company's global strategy. Indeed, what is interesting to analyze in the case of SNCF is the constant adaptation to the customers' needs and customers' habits. That is why I am going to analyze in the same time, on the one hand the story of the e-business growth and on the other hand, the SNCF e-business story. Then we could see how the Information Technologies' strategy does integrate the global strategy of SNCF. What is the SNCF's Information system strategy in terms of customers' service? Is it a success?
