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The	
  	
  Road	
  to	
  Certification	
  
Matthieu	
  Demoor	
  
March	
  3,	
  2014	
  
PERFORMANCE | INNOVATION | QUALITY
03	
  
04	
  
02	
  
01	
  
PLAN	
  
2	
  
Who	
  is	
  Linkbynet	
  Canada?	
  
	
  Quality	
  is	
  at	
  the	
  Core	
 ...
3	
  
WHO	
  IS	
  LINKBYNET	
  
01	
  
4	
  
Local strategy
QUALITY DISTINCTION
Global strategy
CLOUD & CRITICAL APPLICATIONS MANAGEMENT
• Hosting in Canada
• Ap...
5	
  
500Employees, 50
Canadians
2000Foundation
7000Managed servers
700Customers
45M$ Sales
OS	
  &	
  APPLICATIONS	
  
MICROSOFT	
  
Windows	
  2000	
  
Windows	
  2003	
  (R2)	
  	
  
Windows	
  2008	
  (R2)	
  
...
7	
  
QUALITY	
  AT	
  THE	
  CORE	
  
02	
  
8	
  
Governance
Consulting
Audit
Change
Management
Operations
Monitoring
•  One shot solutions
•  Audit (security, perfor...
9	
  
ISO/IEC	
  20000	
  
CERTIFICATION	
  PROCESS	
  
03	
  
ISO/IEC	
  20000	
  Defined	
  
The	
  design,	
  transition,	
  delivery	
  and	
  improvement	
  of	
  
services	
  that	...
Who	
  benefits	
  from	
  ISO	
  20000	
  
ISO	
  20000	
  provides	
  clear	
  competitive	
  advantage	
  for	
  
compan...
12	
  
Plus our Own:
Pre-sale Management
Purchasing Management
Patch Management
Crisis Management
Reversibility Management...
13	
  
Timeframe	
  
Implementation of
the new POP
organization
Integration of new
processes to support
and operational an...
14	
  
1.  Finding	
  the	
  right	
  partner	
  for	
  blank	
  audits	
  
2.  Ensuring	
  processes	
  put	
  operationa...
15	
  
CHALLENGES	
  &	
  BENEFITS	
  
04	
  
Main	
  Challenge	
  
1
6
1.  Obtaining	
  buy-­‐in	
  from	
  everyone	
  in	
  
the	
  organization	
  
2.  Certification...
Solution	
  	
  
1
7
19	
  
Setting	
  up	
  a	
  transversal	
  organization	
  
Project	
  POP	
  is	
  born.	
  
A	
  dynamic	
  structure	
  to	
  
encourage	
  all	
  members	
  
of	
  the	
  organisation	
  
from	
  support	
  to	
 ...
o  Greater	
  team	
  involvement	
  to	
  improving	
  the	
  service	
  
management	
  system	
  
o  Service	
  manageme...
20	
  
FIRST	
  KPIs	
  
05	
  
21	
  
o  More	
  reliable	
  configuration	
  management	
  system	
  e.g.	
  in	
  a	
  
specific	
  project	
  scope,	
  ...
22	
  
WHY	
  ONLY	
  A	
  HANDFUL?	
  
06	
  
23	
  
o  Over	
  600	
  certifications	
  worldwide	
  
o  Between	
  30	
  and	
  60	
  US	
  companies	
  (depending	
  ...
24	
  
"  Reduced downtime
"  Improved business relevance
"  Creation of a culture of proactive IT
management
! Difficulty...
25	
  
ThankYou	

@LINKBYNETCanada	
  
www.facebook.com/LINKBYNET	
  
www.linkedin.com/company/LINKBYNET	
  
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The Road to ISO 20K Certification - ITSMF Ottawa Conference March 2014

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The Road to ISO 20K Certification - ITSMF Ottawa Conference March 2014

  1. 1. The    Road  to  Certification   Matthieu  Demoor   March  3,  2014   PERFORMANCE | INNOVATION | QUALITY
  2. 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. 3   WHO  IS  LINKBYNET   01  
  4. 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. 5   500Employees, 50 Canadians 2000Foundation 7000Managed servers 700Customers 45M$ Sales
  6. 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. 7   QUALITY  AT  THE  CORE   02  
  8. 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. 9   ISO/IEC  20000   CERTIFICATION  PROCESS   03  
  10. 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. 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. 12   Plus our Own: Pre-sale Management Purchasing Management Patch Management Crisis Management Reversibility Management HR Management 13+  Processes   Certified  
  13. 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. 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. 15   CHALLENGES  &  BENEFITS   04  
  16. 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. 17. Solution     1 7 19   Setting  up  a  transversal  organization   Project  POP  is  born.  
  18. 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. 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. 20   FIRST  KPIs   05  
  21. 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. 22   WHY  ONLY  A  HANDFUL?   06  
  23. 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. 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. 25   ThankYou @LINKBYNETCanada   www.facebook.com/LINKBYNET   www.linkedin.com/company/LINKBYNET  

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