Sanofi’s Journey to Service Resolution
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What happens before and after implementing Service Resolution Smartflow? Sanofi gives their experience and offers future improvements.
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Sanofi’s Journey to Service Resolution
- 1. © Copyright 3/17/2015 BMC Software, Inc1 SANOFI Service Resolution Smartflow Maxence Nhouyvanisvong Service Resolution Implementation | October 2014
- 2. © Copyright 3/17/2015 BMC Software, Inc2 Agenda 1. Introduction Introducing SANOFI – One IS – GIS 2. Service Resolution Smartflow Life before and after 3. Improving Problem Management IRIS principles 4. Future Maturing to service models and Level 3
- 3. © Copyright 3/17/2015 BMC Software, Inc3 SANOFI – One IS at a glance Sanofi Group is a $33 Billion worldwide healthcare and pharmaceutical company with 110,000 employees. Sanofi IS transformation started in 2009. Driven by the business, the transformation implies that the IS department will increase its contribution to Sanofi performance by improving IS efficiency and improving operations excellence.
- 4. © Copyright 3/17/2015 BMC Software, Inc4 SANOFI – One IS – GIS « Anticipating Sanofi businesses evolutions and leveraging Technology to Plan, Design, Build, Deploy and Operate the Infrastructure Services that will support Business Applications and End-Users globally, enabling the Digitization of Sanofi businesses and their overall effectiveness » GIS is a foundation for One IS Vision : « Making a difference in Healthcare with Information Technology »
- 5. © Copyright 3/17/2015 BMC Software, Inc5 SANOFI – One IS – GIS – BSM Solution Center
- 6. © Copyright 3/17/2015 BMC Software, Inc6 Service Resolution Smartflow TrueSight Operations Management (BPPM) / ITSM / CMDB Integration
- 7. © Copyright 3/17/2015 BMC Software, Inc7 GIS Goals and Challenges Challenges • Consolidate ~ 30 datacenters to 3 • Design a mature and global Event Management process (Global System) • Reduce the time spent on investigation (cost of ownership) by generating Incidents from Alerts • Gain efficiency by capitalizing in a Knowledge Base • Be able to measure the performance of the Infrastructure teams Goals • Setting 3 new datacenters up to host all business applications (migration of apps from legacy DCs to new DCs) • Implement TrueSight Operations Management, focused on the Event Management module (BEM) as Manager of Managers, but eventually will all be BMC. • Deploy ITSM to all Infrastructure teams • Integrate the Monitoring tool (BEM) to ITSM in order to generate Incident ticket
- 8. © Copyright 3/17/2015 BMC Software, Inc8 Life Before and After Service Resolution Before • Legacy Monitoring and TrueSight operators manually created incidents in ITSM from Events • Incidents were misrouted due to manual mistakes • Many events coming into incident team • No integration with knowledge management for better incident/problem resolution Today • Creates an incident from an event and populates correct fields • Automatic population of information ensures that incidents are routed to the right group • TrueSight is the Manager of Managers with automatic correlation to reduce the number of events & incidents • Integration with Knowledge Management allows us to capture and reuse. Lower level infrastructure operations team resolve more incidents
- 9. © Copyright 3/17/2015 BMC Software, Inc9 Key Before and After Metrics Before (2012) • # of infra incidents resolved 8,500/month • # of incidents from events 3,900/month • MTTR (Critical Incident at Level 1): 39h • % of IT auto-detected incident vs end user reported incidents: 10% • Incident management before Knowledge was attached: 0% After (2014) • # of infra incidents resolved 39,500/month • # of incidents from events 30,000/month • MTTR (Critical at Level 1): 2h36 • % IT of auto-detected vs end user reported incidents: 23% • Incident management with KM in automated ticket: 94.7%
- 10. © Copyright 3/17/2015 BMC Software, Inc10 Key Metric Improvements – Coverage continues to grow Nov 2012 June 2013 Sept 2013 April 2014 Sept 2014 Normalized events 254 500 530 600 656 Event/Incident ratio - - 5% 28% 35% TrueSight servers 7 7 9 11 13 Monitored Servers +3 000 (25%) +6 000 (50%) 7871 (54%) 10500 (78%) 13500 (90%) URL 200 500 650 1200 1267 Processes/Services 1100 3300 3800 7000 8000 Application Logs 85 340 450 800 850 Transactions (TMART) - 33 48 100 Network Equipment +1 000 +5 000 8260 9600 12000
- 11. © Copyright 3/17/2015 BMC Software, Inc11 Service Resolution Smartflow Level 2 Implementation
- 12. © Copyright 3/17/2015 BMC Software, Inc12 Service Resolution Implementation (objective)
- 13. © Copyright 3/17/2015 BMC Software, Inc13 Level 1 – Event Incident Event Incident Event Incident Event Incident Event Infrastructure Incident Config Item Event Level 2 – Infrastructure Incident
- 14. © Copyright 3/17/2015 BMC Software, Inc14 Level 3 – Application and Service Aware Incidents Travel Services Event Email Services Config Item Banking Services MTTR Impact Incident Impact Incident Causal Incident Banking Services Travel Services Email Services Impact Incident
- 15. © Copyright 3/17/2015 BMC Software, Inc15 Service Resolution Implementation at Level 2 Level 3Level 2
- 16. © Copyright 3/17/2015 BMC Software, Inc16 Service Resolution Implementation at Level 2
- 17. © Copyright 3/17/2015 BMC Software, Inc17 Service Resolution Level 2 Implementation
- 18. © Copyright 3/17/2015 BMC Software, Inc18 From detected Event to Incident Registration Summary Notes CI Impact/Urgency Work Info
- 19. © Copyright 3/17/2015 BMC Software, Inc19 Improving Problem Management Knowledge Base
- 20. © Copyright 3/17/2015 BMC Software, Inc20 Leverage Knowledge Base (IRIS) IRIS Project • Incident Resolution Instructions • “A Knowledge Management project to improve Incident Management by bridging monitoring alert and related documentation” • Reduce MTTR Before and After Metrics
- 21. © Copyright 3/17/2015 BMC Software, Inc21 Leverage Knowledge Base (IRIS) In 2012 In 2014 (with IRIS project)
- 22. © Copyright 3/17/2015 BMC Software, Inc22 IRIS: From detected Event to Incident Resolution
- 23. © Copyright 3/17/2015 BMC Software, Inc23 IRIS : where we are
- 24. © Copyright 3/17/2015 BMC Software, Inc24 Future Roadmap
- 25. © Copyright 3/17/2015 BMC Software, Inc25 Agree on a common service model Implement the service model Challenges: • A lot of Applications • People are confused between Service and Application Integrate ADDM to CMDB Challenges: • Quality constrains Path to Service Resolution Level 3 (Intelligent Ticketing, Impact Model) is challenged by 3 areas Deploy Incident Management process to all Application teams Challenges: • Recent reorganization of OneIS Service Model Discovery Maturity on processes Roadmap Technical Requirements: Upgrade TrueSight and ITSM in Sanofi
- 26. © Copyright 3/17/2015 BMC Software, Inc26 Service Resolution Smartflow Additional Areas of Interest • CI Based Incident Routing • Event to Incident Consolidation • Performance • Incident Governance
- 27. © Copyright 3/17/2015 BMC Software, Inc27 Call To Action While at Engage, please visit: Smartflow Solutions Pod for a demo Mon-Wed – Between Sessions Smartflow Solutions SR Lab Tuesday 1 – 2pm Evening With The Experts Tues 7 – 10pm Focus Groups to get ideas from Peers “How well do I Drive?” – Tues 4-5pm Application Rationalization – Wed 2-3pm Smartflows Solutions Overview Session to learn more about what’s coming Thurs 12 – 1pm
- 28. © Copyright 3/17/2015 BMC Software, Inc28 Thank You. maxence.nhouyvanisvong@sanofi.com fr.linkedin.com/pub/maxence-than-nhouyvanisvong
Editor's Notes
- Manager of Managers for now, but eventually it will all be replaced with one tool: BMC Patrol - Vendor
- MoM will transition to one vendor thus single tool
- Exposes blind spots and reduces enduser reported incidents – Reduces critical events Results from Infrastructure team - Tickets increased due to more monitoring and automation -- BPPM 2012 --> 46832 -- Users 2012 --> 459707 46832 / 459707 = 10% -- BPPM 2014 --> 199339 -- Users 2014 --> 866784 199339 / 866784= 23% -- BPPM 2013 --> 132621 -- Users 2013 --> 877178 132621/ 877178= 15%
- Event-based ticketing is the first level of BMC Intelligent Ticketing solution. With event-based ticketing, for every event reported by BMC ProactiveNet Performance Management (BPPM), an incident is created. Even if BPPM is not using BMC Atrium CMDB, or not leveraging the correlation engine to associate the event with the CI, an incident is created. An incident is created with event information. Using the operational categories, the incident is routed to the appropriate group for investigation.
- Impact-model based ticketing is the third level of BMC Intelligent Ticketing solution. At level 3b, you have all the benefits of Levels 1 & 2 and the ability to understand the impact to key services. Service owners may be notified of the impact through an impact incident, allowing the business owner to be proactive in dealing with the issue. *(The only difference between 3a & 3b is that 3a requires that the application model exists in the CMDB and Level 3b requires that services be modeled in the CMDB)
- 6300 Knowledge Articles attached to BPPM auto-created ticket; 94% related to Knowledge Article
- New 3.0 features Architecture throughput New policies New routing
- Ce schéma montre l’’architecture globale de BPPM De bas en haut Data collection avec les agents Patrol, la solution AgentLess Portal, Entuity ou les connecteurs externes. Remontée dans les consololes régionales BPPM ou sont appliquées les regles (7 à ce jour, 1 par NGDC physique + 1 pour MIAMI) Transfert de toutes les alertes sur la console centrale BPPM qui est interfacée à ITSM via l’interface IBRSD.