1. The
Road
to
Certification
Matthieu
Demoor
March
3,
2014
PERFORMANCE | INNOVATION | QUALITY

2. 03
04
02
01
PLAN
2
Who
is
Linkbynet
Canada?
Quality
is
at
the
Core
ISO
Certification
Process
Challenges
&
Benefits
First
KPIs
Why
only
a
handful?
05
06

3. 3
WHO
IS
LINKBYNET
01

4. 4
Local strategy
QUALITY DISTINCTION
Global strategy
CLOUD & CRITICAL APPLICATIONS MANAGEMENT
• Hosting in Canada
• Application management 24x7
• Web & IT
• Security management
• ITIL, ISO 20000, ISO 27000
Mauritius
Toronto
Hong Kong
Nantes
Paris
Lyon
Quebec
24x7
• Proximity
• Reactivity
• Specialists (Vmware, Magento,
MSSQL…)
• Consulting and support
• Eco-Friendly
Montreal

5. 5
500Employees, 50
Canadians
2000Foundation
7000Managed servers
700Customers
45M$ Sales

6. OS
&
APPLICATIONS
MICROSOFT
Windows
2000
Windows
2003
(R2)
Windows
2008
(R2)
Windows
2012
UNIX
CentOS
FreeBSD,
Open
BSD
RedHat
Suse
Solaris
AIX,
HP-­‐UX
HYPERVISORS
-­‐
VDI
Citrix
Vmware
Vsphere
Windows
Hyper-­‐V
XEN
DIRECTORY
Active
Directroy
Open
LDAP
Apache
DS
CACHING
MemCached
Redis
Varnish
WEB
Apache
lighthttpd
MS
IIS
Nginx
INVENTORY
Infoblox
IPAM,
NetMRI
HP
Orchestrator
MS
Orchestrator
MS
SCCM
OCS
Puppet
MONITORING
IPMonitor
Cacti
Nagios
Centreon
&
Nagvis
SCOM
Zabbix
BACKUP
HP
Dataprotector
Veeam
Arcserve
Avamar
Netbackup
SCRIPTING
LANGUAGES
ASP.net
Cold
Fusion
Javascript
JSP
Perl
PhP
PowerShell
Python
Ruby
Shell
Spectra
Vbscript
PAYMENT
Cybermut
Paybox
SIPS
CMS
|
BLOGS
Contao
CQ4
CQ5
Drupal
Ez-­‐Publish
Joomla
Redmine
Wordpress
APP
SERVERS
.net
Allaire
Macromedia
Authentica
Afaria
Cadic
Enhydra
e-­‐room
Intershop/Enfinity
Lotus
Mediapps/Net
Portal
MS
Biztalk
MS
Sharepoint
Node.js
Oz
Mozart
Plumtree
RVR
Selectica
Zope
JAVA
SERVERS
Glassfish
JBoss
J-­‐run,
Resin
Tomcat
Weblogic,
Websphere
ECOMMMERCE
Commerce
Server
Hybris
Magento
Prestashop
DATABASE
IBM
DB2
Informix
MS
SQL
MySQL
Oracle
PostgreSQL
BI
Business
Object
SSRS
MAILING
Communigate
Lotus
Domino
Mdaemon
Microsoft
Exchange
Sendmail,
Postfix
SCHEDULERS
Tidal
Dollar
Universe
OpCon
DEVELOPMENT
Jira
Ice
Scrum
Mantis
Subversion
-­‐
GIT
NETWORK & SECURITY
SWITCHING
ROUTING
Extreme
Cisco
HP
Nortel
FIREWALL
|
VPN
LOADBALANCER
CISCO
ASA
CheckPoint
VSX,
VE,
NGX,
F5
de
BigIP
Fortigate
HA
Proxy
Netfilter
OpenSwan
StoneSoft
SECURITY
Antivirus
:
Kaspersky,
McAfee
Coffre-­‐fort
:
CyberArk,
Iron
Mountain
IPS-­‐IDS:
Checkpoint,
Tippingpoint
Log
:
Kiwi,
Splunk
Reverse
Proxy
:
Bluecoat,
ISA
Serveur
WAS
/Scan:
McAfee,
Qualys
6

7. 7
QUALITY
AT
THE
CORE
02

8. 8
Governance
Consulting
Audit
Change
Management
Operations
Monitoring
• One shot solutions
• Audit (security, performance…)
• DRP
• Stress Test
• OS and Database management
• Patchs application
• Network & security management: firewall, loadbalancer…
• Backup and restoration
• Transition
• New deployment
• Upgrade
• Continuous documentation
• Full monitoring: network, hardware, OS, applications
• Up to 25 monitoring counters
• Applications availability tests
• Performance test
• Project management
• Dashboard
• Strategic, governance board
• Communication and reporting
Our
internal
structure
ISO-­‐friendly
from
the
start

9. 9
ISO/IEC
20000
CERTIFICATION
PROCESS
03

10. ISO/IEC
20000
Defined
The
design,
transition,
delivery
and
improvement
of
services
that
fulfill
service
requirements
and
provide
value
for
both
the
customer
and
the
service
provider.
It
requires
an
integrated
process
approach
when
the
service
provider
plans,
establishes,
implements,
operates,
monitors,
reviews,
maintains
and
improves
a
service
management
system
Sce: ISO/IEC 20000-1:2011 IT Service Management System (SMS) Standard

11. Who
benefits
from
ISO
20000
ISO
20000
provides
clear
competitive
advantage
for
companies
across
many
sectors
including:
o Internal
IT
service
provider
organizations
in
any
sector
o Outsourcers
o Application
service
providers
(hosted/cloud
solutions)
o Government
contractors
Sce: ISO/IEC 20000 White Paper, APMG International

12. 12
Plus our Own:
Pre-sale Management
Purchasing Management
Patch Management
Crisis Management
Reversibility Management
HR Management
13+
Processes
Certified

13. 13
Timeframe
Implementation of
the new POP
organization
Integration of new
processes to support
and operational and
new process
governance
Jan.-10 Nov.-10
Certification
Process Launch
Finalizing
principles of
governance and
ITIL process
integration
Presentation to ITSMF France of
ITIL processes and 1st prize winner
1st audit and compliance
verification of ISO 20000-1
(Teamup Consulting
Dec.-12
Adaptation of
Service Management
System following
recommendations
Jan.-13
Blank Audit ISO
20000-1 (Teamup
Consulting)
Finalizing the
intégration of ISO
20000-1
requirements
following the audit of
Teamup Consulting
Ongoing quality
improvement
Audit for ISO
20000-1
certification
Jan.-11 Oct.-13

14. 14
1. Finding
the
right
partner
for
blank
audits
2. Ensuring
processes
put
operational
and
clients
first
3. Language
to
be
kept
simple
4. Processes
to
reflect
business
reality
5. Quality
approach
and
day
to
day
must
be
intertwined
for
successful
implementation
within
teams.
5
Success
Factors

15. 15
CHALLENGES
&
BENEFITS
04

16. Main
Challenge
1
6
1. Obtaining
buy-­‐in
from
everyone
in
the
organization
2. Certification
on
all
processes
on
a
worldwide
basis
19

17. Solution
1
7
19
Setting
up
a
transversal
organization
Project
POP
is
born.

18. A
dynamic
structure
to
encourage
all
members
of
the
organisation
from
support
to
senior
management
to
own
the
processes.
18
What
is
POP
Process
Sponsor
Process
Owner
Process
Coach

19. o Greater
team
involvement
to
improving
the
service
management
system
o Service
management
system
objectives
better
aligned
with
Senior
management
goals
o Driving
down
costs;
for
example,
the
integration
of
incident
management
with
problem
management
will
result
in
a
large
reduction
in
incidents.
19
Benefits

20. 20
FIRST
KPIs
05

21. 21
o More
reliable
configuration
management
system
e.g.
in
a
specific
project
scope,
95%
less
configuration
errors
in
2
months
o More
efficient
contractual
relationship
through
centralization
of
SLAs
!
accessed
by
service
managers
After
4
months…

22. 22
WHY
ONLY
A
HANDFUL?
06

23. 23
o Over
600
certifications
worldwide
o Between
30
and
60
US
companies
(depending
on
the
source)
o Less
than
10
in
Canada?
WHY
SO
LITTLE?

24. 24
" Reduced downtime
" Improved business relevance
" Creation of a culture of proactive IT
management
! Difficulty to demonstrate this improved
quality to the marketplace
BEST PRACTICE GUIDANCE
PERSON-BASED
" To leverage investment and
expertise in ITIL
" To demonstrate operational
experience
INTERNATIONAL STANDARD
ORGANIZATION-BASED

25. 25
ThankYou
@LINKBYNETCanada
www.facebook.com/LINKBYNET
www.linkedin.com/company/LINKBYNET