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Catalogue de Service et Gouvernance ITSM
 

Catalogue de Service et Gouvernance ITSM

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    Catalogue de Service et Gouvernance ITSM Catalogue de Service et Gouvernance ITSM Presentation Transcript

    • Catalogue de Service et Gouvernance ITSM Orateur Société Orateur Raimon SABATER – Infrastructure Service Catalogue Manager AIRBUS Sponsor/Partenaire (non applicable) Référent itSMF France Rémy BERTHOU Catalogue de Service et Gouvernance ITSM 1
    • Plan L’Infrastructure Informatique AIRBUS Le projet de transformation Progrès 2012-13 Thème conférence: Un nouveau rôle, le « transition manager », tour de contrôle entre le développement et la production Vers l’harmonie des Services 26 nov. 2013 – Cœur Défense 92 Catalogue de Service et Gouvernance ITSM 2
    • Informatique Airbus et ses clients +1200 personnes (Oct. 2013) Externalisation: 85% de l’activité en valeur +400 personnes (Oct. 2013) Vers l’harmonie des Services 26 nov. 2013 – Cœur Défense 92 Catalogue de Service et Gouvernance ITSM 3
    • Complexité de l’Infrastructure Network • Support for 80000 users • (5 main sites) • 300 buildings, with 1500 technical rooms • Problem Resolution 500 per month • Site changes (100 major/ year 1500 minor like arch updates, audits, deployments) System Architecture • 14017 servers in operation (whose 2882 virtual machine and 8225 in production) • > 25000 PDM users • 10Pb of allocated storage • 180000 drawing sets checked • Applications & DB: 587 applications & 1151 DB operated in run mode • 20000 training days • HPC3: Average usage of 233 Tflops for a full capacity of 395Tflops • >1 million drawing managed in digital mock-up (DMU) by aircraft type. • Data Centre: total of 9450m² in FR, GE and UK Security BackOffice coverage & Remote Sites: ~14000 servers in scope • Natcos & remote sites coverage Vers l’harmonie des Services 26 nov. 2013 – Cœur Défense 92 (Figures April 2013) Aircraft design support • > 12000 CAD users • ~15000 users in EE • Manage 190 interfaces between 600 applications ERP • <120 000 Usersup to 20 000 at the same time (Airbus) & 9 000 Shared Services • >27000 supply chain demands every week • 50 SAP Landscapes Business Applications • More than 4000 applications specific & dedicated, developed over the last 20 years, bringing functionalities to Business Functions Front End & Customer Service • 82000 PC’s • 5300 WS’s • 5300 Printers • > 101600 Email Accounts • 2220 Blackberry • >250 applications on SAP • 28000 Mobile Phones • 1 Million actions every 30 minutes • 626 Video Conf Rooms, 3800 Video Conf / Month • ca. 500 applications non-SAP • > 1000 interfaces • 1 Help desk (3 languages) • 72000 calls/month • 4500 Password Resets / Month • Provides antivirus solution for servers : • New signature deployment (daily) :All assets coverage in less than 2 hours • 500 (virus & variant) / month • Back Office Number of Threat Events- virus and trojan detection (Year 2012): 114181 Provides Security Patch Management Solution for Servers • Enforces Security compliance & Processes • Acts in Security compliance recovery program • Support projects and local team for security topics Catalogue de Service et Gouvernance ITSM 4
    • Piliers de la transformation Développer la culture d’entreprenariat en donnant la totale responsabilité aux service managers Gouvernance Each Project boards Functional and technical activities Process Owners définis dans l’organisation et le modèle opérationnel de l’Infrastructure A program organisation decides on strategic points A functional team defines his Process activities Process ITSM Governance Program Techno Governance layer : - Define Strategic Objectives - Define Project Perimeters - Control Projects SERVICES Catalogue Mgt. IN SERVICE CATALOGUE INCid ent Mgt. Semaphore Project PB. Mgt. CHG. Mgt. Semaphore Semaphore RELE ASE Mgt. RISE Technical Layer CONF. Mgt. BOOST / FOCIM REQU EST Fullf. Project Layer : - Define Process - Manage change - Manage Interfaces - Manage Data - Deploy roles and resp. - Define performance ARTS Technical Layer : - Deploy Technical Solutions - Assure Capacity and Availability Technical resources manage tools Vers l’harmonie des Services 26 nov. 2013 – Cœur Défense 92 Catalogue de Service et Gouvernance ITSM 5
    • Mise en oeuvre de la transformation Modèle opérationnel de l’Infrastructure permettant de relever les défis du nouveau programme A350 Vers l’harmonie des Services 26 nov. 2013 – Cœur Défense 92 Catalogue de Service et Gouvernance ITSM 6
    • 3 1 EADS Convergence 2 REQUEST FULFILMENT RELEASE Mgmt ITSM Solution management 4 CHANGE Mgmt 1 solution commune et intégrée à tous les processus ITSM Tool Convergence KNOWLEDGE Mgmt SERVICE CATALOGUE Mgmt OBJECTIF: CONFIGURATION & ASSET Mgmt Stratégie ITSM Process Transformation Extraordinary Substantial Significant Small 0 1 Vers l’harmonie des Services 26 nov. 2013 – Cœur Défense 92 2 3 4 Efforts Catalogue de Service et Gouvernance ITSM 7
    • Catalogue de Service métier 7 Service Lines 31 Services métier AXES: • Simplifier • Standardiser • Orienté client • End-to-end Business Relationship Managers Vers l’harmonie des Services 26 nov. 2013 – Cœur Défense 92 Catalogue de Service et Gouvernance ITSM 8
    • Nouvelle offre: Private Cloud Business Relationship Managers Matrice de compléxité des “Entrées en service applicatives” avec délais et coûts Vers l’harmonie des Services 26 nov. 2013 – Cœur Défense 92 Catalogue de Service et Gouvernance ITSM 9
    • Business Relationship Managers BRM Client Marketing, Clientèle, Support Contact : BRM Client Gouvernance Informatique (Securité, Master Plan, Architecture) Contact : Finance, Programme, RH Achats, Production, Qualité Contact : Contact : Utilisateurs Contact : Contact : Groupe EADS Contact : Contact : Projets internes Infrastructure Bureau d’Etudes Contact : Entreprise Etendue Vers l’harmonie des Services 26 nov. 2013 – Cœur Défense 92 Represent IN in front of customers across all Projects & Services  Able to take commitment relying on the whole organization Catalogue de Service et Gouvernance ITSM 10
    • Catalogue de Service technique 1. 2. 3. 4. 5. 6. 7. 7 Service Lines Services techniques Services métier 31 Services métier Calculation of the production cost Performance measurements End-to-end service commitments Support Make or Buy / Sourcing strategy Staffing plan / Skills and competencies Processes harmonization transNatCo Link with the Configuration Items X 176 Services techniques Service Line Vers l’harmonie des Services 26 nov. 2013 – Cœur Défense 92 Services métier Services techniques Catalogue de Service et Gouvernance ITSM 11
    • Reporting sur les services Operational view Service Request Mngt Requests Dedicated Tool Dedicated Tool Incidents Availabilty Mngt Several Dedicated Tools Continuous Srv Imprvmnt Customer Satisf action Service Lines IT Services, Commitments IN Service Of f er Services Lines, IT Services Incident Mngt Availabilty Response Time Service Catalogue Mngt Surveys Vers l’harmonie des Services 26 nov. 2013 – Cœur Défense 92 Service Level Mngt Commitments within contracts Commitments for contracts Dedicated Tool Contract view Management Reporting • Performance • Costs Mngt IN Reactivity on Requests Reactivity on Incidents Major Incidents Availabitity & Response Time BI Reporting & Publication Tool Service Reporting • Availability • Reactivity on Requests • Reactivty on Incidents • Response Time (Application) • Customer Satisfaction • Crisis IN Service Of f er ICT Business Business Services Agregation Rules Customer Satisfaction Operational Reporting • Volumes • Incidents / Requests / Changes / MIP Technical Catalogue INU INB INN … Technical Services Catalogue de Service et Gouvernance ITSM 12
    • Satisfaction des clients Evolution de la satisfaction sur les « Entrées en service » Business Relationship Managers Vers l’harmonie des Services 26 nov. 2013 – Cœur Défense 92 Catalogue de Service et Gouvernance ITSM 13
    • Score card processus Incident Process Owner : Vers l’harmonie des Services 26 nov. 2013 – Cœur Défense 92 Catalogue de Service et Gouvernance ITSM 14
    • Score card processus Changements Process Owner : Objective: Period To create a common and harmonized ICT Change Management process and tool to: - Increase the efficiency & effectiveness with more transparency and visibility on changes (trans-domain, trans-national) - Ensure that changes are consistent with business and technical plans & strategies - Ensure that changes are made with minimum disruption to the IT services Volumes 95 Changes with impact on ID 10,53 % WKP 46 % HOS EE 39 % 14% SPE 1% Risk / Issue Description Impact HIGH CONF 0% MOB RISK 0% Tool usage: - Changes not properly closed - Template usage missing: risk to generate wrong approval workflow % Emergency changes >95% <15% Target %Rejected <5% Sources: Remedy, Smarter Vers l’harmonie des Services 26 nov. 2013 – Cœur Défense 92 Reporting functionality SeMaPHORE bugs: - Bug with Visibility on changes MODERATE ISSUE Process: * Operational issues - Changes with impact on ID - Emergency changes with impact on ID Issues already addressed to Reporting team. Some fix already in production. On going Under investig ation MODERATE ISSUE 80,89% 20 % It is not possible to solve these issues with OOTB solution. Workaround: specific reports created to identify these errors. Incident opened with BMC ISSUE Target 0% Status Pending HIGH % Changes properly closed Action Solution proposal: It is necessary a person to follow up and support requestors in the creation & closure of changes to ensure good quality of the process. KPIs (for IN) Target October 2013 Risks and Issues Changes scheduled Changes per SL Trend User guide update On going Process improved On going Catalogue de Service et Gouvernance ITSM 15
    • Filière: Passer à l’organisation services Thème: Un nouveau rôle, le « transition manager », tour de contrôle entre le développement et la production Change Management CAB meetings Weekly meetings Vers l’harmonie des Services 26 nov. 2013 – Cœur Défense 92 La refonte du processus de Gestion des Changements est un exemple d'avancée concrète reposant sur les bonnes pratiques ITIL Catalogue de Service et Gouvernance ITSM 16
    • Structure du Change Advisory Board Change Management Meetings Actors ICT Change Manager + Domain Change Manager Domain Change Manager + Change Coordinator Change Coordinator + Change Requestors Change Requestors Vers l’harmonie des Services 26 nov. 2013 – Cœur Défense 92 Processus et outil harmonisés pour toute l’Informatique et en transnational pour une meilleure visibilité, rapidité et alignement sur les besoins métiers Catalogue de Service et Gouvernance ITSM 17
    • Processus des changements Change  Process phases Review & Authorize Initiate Management Plan & Schedule Implement Review & Closure  Tool stages  Change statuses Status: Draft Status: Request for Authorization Vers l’harmonie des Services 26 nov. 2013 – Cœur Défense 92 Status: Request For Change Status: Scheduled for Approval Status: Scheduled Status: Implementation In Progress Status: Completed Status: Closed Catalogue de Service et Gouvernance ITSM 18
    • Statut 2013 Vs Audit 2007 2013 Statut 2013 2013 2013 2013 2013 2013 2013 Maturité accrue des processus grâce à la transformation sur 3 ans Vers l’harmonie des Services 26 nov. 2013 – Cœur Défense 92 Catalogue de Service et Gouvernance ITSM 19
    • L’IT, une sphère nouvelle … pour l’harmonie des services ! Vous souhaitez … ▪ Participer aux communautés de partage ▪ Participer à la rédaction d’un ouvrage ITSM ▪ Animer des itSM Lab Notre expérience collective, vous intéresse ! Contact : Thierry Chamfrault contenu@itsmf.fr +33 (0)680 249 618 SAVE THE DATE Forum des Innovations du Service 20 mars 2014 - Cœur Défense 92 Vers l’harmonie des Services 26 nov. 2013 – Cœur Défense 92 Catalogue de Service et Gouvernance ITSM 20