Catalogue de Service et Gouvernance ITSM
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Transcript of Catalogue de Service et Gouvernance ITSM
1
Orateur
Société Orateur
Sponsor/Partenaire
Référent itSMF France
Catalogue de Service et
Gouvernance ITSM
Catalogue de
Service et
Gouvernance ITSM
(non applicable)
Rémy BERTHOU
AIRBUS
Raimon SABATER – Infrastructure Service Catalogue Manager
2 Catalogue de Service et
Gouvernance ITSM
Vers l’harmonie des Services
26 nov. 2013 – Cœur Défense 92
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
Plan
3 Catalogue de Service et
Gouvernance ITSM
Vers l’harmonie des Services
26 nov. 2013 – Cœur Défense 92
Informatique Airbus et ses clients
+1200 personnes
(Oct. 2013)
Externalisation:
85% de l’activité
en valeur
+400 personnes
(Oct. 2013)
4 Catalogue de Service et
Gouvernance ITSM
Vers l’harmonie des Services
26 nov. 2013 – Cœur Défense 92
Complexité de l’Infrastructure
Network System
Architecture
Aircraft design
support ERP
Business
Applications
Front End &
Customer Service
• 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)
• > 25000 PDM users
• > 12000 CAD users
• ~15000 users in EE
• 180000 drawing sets checked
• 20000 training days
• Manage 190 interfaces between 600 applications
• >1 million drawing managed in digital mock-up (DMU) by aircraft type.
• More than 4000 applications specific & dedicated, developed over the last 20 years, bringing functionalities to Business Functions
• 82000 PC’s
• 5300 WS’s
• 5300 Printers
• > 101600 Email Accounts
• 2220 Blackberry
• 28000 Mobile Phones
• 626 Video Conf Rooms, 3800 Video Conf / Month
• 1 Help desk (3 languages)
• 72000 calls/month
• 4500 Password Resets / Month
~14000 servers in scope
• Natcos & remote sites coverage
Security BackOffice coverage
& Remote Sites:
• 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
• 14017 servers in operation (whose 2882 virtual machine and 8225 in production)
• 10Pb of allocated storage
• Applications & DB: 587 applications & 1151 DB operated in run mode
• HPC3: Average usage of 233 Tflops for a full capacity of 395Tflops
• Data Centre: total of 9450m² in FR, GE and UK
• <120 000 Usersup to 20 000 at the same time (Airbus) & 9 000 Shared Services
• >27000 supply chain demands every week
• 50 SAP Landscapes
• >250 applications on SAP
• 1 Million actions every 30 minutes
• ca. 500 applications non-SAP
• > 1000 interfaces
(Figures April 2013)
5 Catalogue de Service et
Gouvernance ITSM
Vers l’harmonie des Services
26 nov. 2013 – Cœur Défense 92
Piliers de la transformation
Technical Layer
ITSM Governance Program
Semaphore SemaphoreBOOST / FOCIMSemaphore
Governance layer :
- Define Strategic Objectives
- Define Project Perimeters
- Control Projects
Project Layer :
- Define Process
- Manage change
- Manage Interfaces
- Manage Data
- Deploy roles and resp.
- Define performance
Technical Layer :
- Deploy Technical Solutions
- Assure Capacity and Availability
Each Project boards
Functional and technicalactivities
A program organisation decides on strategic points
Technical resourcesmanage tools
Project
Process
Techno
Gouvernance
RISE ARTS
REQUEST Fullf.
CONF. Mgt.
INCidentMgt.
PB. Mgt.
CHG. Mgt.
RELEASEMgt.
SERVICES Catalogue Mgt.
A functional team defineshis Process activities
IN SERVICE CATALOGUE
Process Owners
définis dans
l’organisation et
le modèle
opérationnel de
l’Infrastructure
Développer la culture
d’entreprenariat en
donnant la totale
responsabilité aux
service managers
6 Catalogue de Service et
Gouvernance ITSM
Vers l’harmonie des Services
26 nov. 2013 – Cœur Défense 92
Mise en oeuvre de la transformation
Modèle opérationnel de l’Infrastructure
permettant de relever les défis du
nouveau programme A350
7 Catalogue de Service et
Gouvernance ITSM
Vers l’harmonie des Services
26 nov. 2013 – Cœur Défense 92
Stratégie ITSM
1 2 3 4
CO
NF
IGU
RA
TIO
N &
AS
SE
T
Mg
mt
RE
QU
ES
T
FU
LF
ILM
EN
T
EA
DS
C
on
ve
r-ge
nce
Small
Significant
1
2
3
Substantial
Extraordinary
0
4
RE
LE
AS
E
Mg
mt
CH
AN
GE
M
gm
t
SE
RV
ICE
C
AT
AL
OG
UE
M
gm
t
KN
OW
-L
ED
GE
M
gm
t
Tool
Convergence Process
Transformation
Efforts
ITS
M
So
lution m
an
age
ment
OBJECTIF:
1 solution
commune
et intégrée
à tous les
processus
ITSM
8 Catalogue de Service et
Gouvernance ITSM
Vers l’harmonie des Services
26 nov. 2013 – Cœur Défense 92
Catalogue de Service métier
AXES:
• Simplifier
• Standardiser
• Orienté client
• End-to-end
7 Service Lines
31 Services métier
Business Relationship
Managers
9 Catalogue de Service et
Gouvernance ITSM
Vers l’harmonie des Services
26 nov. 2013 – Cœur Défense 92
Nouvelle offre: Private Cloud
Matrice de compléxité des “Entrées en
service applicatives” avec délais et coûts
Business Relationship Managers
10 Catalogue de Service et
Gouvernance ITSM
Vers l’harmonie des Services
26 nov. 2013 – Cœur Défense 92
Business Relationship Managers
Client BRM
Marketing,
Clientèle,
Support
Contact :
Finance,
Programme, RH
Contact :
Achats,
Production,
Qualité
Contact :
Bureau d’Etudes
Contact :
Entreprise
Etendue
Contact :
Client BRM
Gouvernance
Informatique (Securité, Master Plan,
Architecture)
Contact :
Utilisateurs
Contact :
Groupe EADS
Contact :
Projets internes
Infrastructure
Contact :
Represent IN in front of customers across all Projects & Services Able to take commitment
relying on the whole organization
11 Catalogue de Service et
Gouvernance ITSM
Vers l’harmonie des Services
26 nov. 2013 – Cœur Défense 92
Catalogue de Service technique
Services techniques Services métier Service Line
1. Calculation of the production cost
2. Performance measurements
3. End-to-end service commitments
4. Support Make or Buy / Sourcing strategy
5. Staffing plan / Skills and competencies
6. Processes harmonization transNatCo
7. Link with the Configuration Items
7 Service Lines
31 Services métier
176 Services techniques
X
Serv
ices t
ech
niq
ues
S
erv
ices
méti
er
12 Catalogue de Service et
Gouvernance ITSM
Vers l’harmonie des Services
26 nov. 2013 – Cœur Défense 92
Reporting sur les services
IN
Reactivity on Incidents
Reactivity on Requests
Availabitity &Response Time
BI
AgregationRules
Operational
view
CustomerSatisfaction
Dedicated
Tool
Service Request Mngt
Requests
Dedicated
Tool
Incident Mngt
Incidents
Several
Dedicated
Tools
Availabilty Mngt
Availabilty
Response
Time
Surveys
Continuous Srv Imprvmnt
Customer
Satisfaction
IN
Service
Offer
Service CatalogueMngt
Service Lines
IT Services,
Commitments
Dedicated
Tool
Service LevelMngt
Commitments
within contracts
Services Lines, IT Services
Commitmentsfor contracts
Contract
view
Mngt
Business Services
Technical Services
INU INB INN …
ICT Business
IN Service Offer
Technical
Catalogue
Service Reporting • Availability• Reactivity on Requests
• Reactivty on Incidents• Response Time
(Application)• Customer Satisfaction• Crisis
Management Reporting• Performance• Costs
Operational Reporting • Volumes• Incidents / Requests /
Changes / MIP
Reporting & Publication
Tool
MajorIncidents
13 Vers l’harmonie des Services
26 nov. 2013 – Cœur Défense 92 Catalogue de Service et
Gouvernance ITSM
Satisfaction des clients
Evolution de la satisfaction sur les « Entrées en service »
Business Relationship
Managers
14 Catalogue de Service et
Gouvernance ITSM
Vers l’harmonie des Services
26 nov. 2013 – Cœur Défense 92
Score card processus Incident Process Owner :
15 Catalogue de Service et
Gouvernance ITSM
Vers l’harmonie des Services
26 nov. 2013 – Cœur Défense 92
Score card processus Changements
Objective: Period Trend
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
October
2013
Volumes Risks and Issues
KPIs (for IN)
Changes scheduled 95
Changes with impact
on ID
10,53 %
% Changes
properly closed
Target
80,89% >95%
% Emergency
changes
Target
20 % <15%
%Rejected Target
0 % <5%
Sources: Remedy, Smarter
Risk /
Issue Description Impact Action Status
RISK
Tool usage:
- Changes not properly
closed
- Template usage missing:
risk to generate wrong
approval workflow
HIGH It is not possible to solve these issues with
OOTB solution.
Workaround: specific reports created to
identify these errors.
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.
Pending
ISSUE
Reporting functionality
HIGH Issues already addressed to Reporting
team.
Some fix already in production.
On
going
ISSUE
SeMaPHORE bugs:
- Bug with Visibility on
changes
MODERATE
Incident opened with BMC
Under
investig
ation
ISSUE
Process:
* Operational issues
- Changes with impact on
ID
- Emergency changes with
impact on ID
MODERATE User guide update
On
going
Process improved
On
going
Changes
per SL
WKP HOS EE SPE CONF MOB
46 % 39 % 14% 1 % 0 % 0 %
Process Owner :
16 Catalogue de Service et
Gouvernance ITSM
Vers l’harmonie des Services
26 nov. 2013 – Cœur Défense 92
Filière: Passer à l’organisation services Thème: Un nouveau rôle, le « transition manager », tour
de contrôle entre le développement et la production
La refonte du processus de Gestion des
Changements est un exemple d'avancée
concrète reposant sur les bonnes pratiques ITIL
CAB meetings
Change Management
Weekly meetings
17 Catalogue de Service et
Gouvernance ITSM
Vers l’harmonie des Services
26 nov. 2013 – Cœur Défense 92
Structure du Change Advisory Board
Actors Meetings
Domain Change
Manager
Change
Coordinator
+
Change
Requestors
Change
Coordinator
Change
Requestors
+
ICT Change
Manager
Domain Change
Manager
+
Change Management
Processus et outil harmonisés pour toute
l’Informatique et en transnational pour une
meilleure visibilité, rapidité et alignement
sur les besoins métiers
18 Catalogue de Service et
Gouvernance ITSM
Vers l’harmonie des Services
26 nov. 2013 – Cœur Défense 92
Processus des changements
Process phases
Tool stages
Status: Completed
Status: Draft
Status: Closed
Status: Request For
Change
Status: Scheduled
for Approval
Status: Scheduled
Status: Implementation
In Progress
Status: Request for
Authorization
Change statuses
Change Management
Initiate Review &
Authorize
Plan &
Schedule
Review &
Closure Implement
19 Catalogue de Service et
Gouvernance ITSM
Vers l’harmonie des Services
26 nov. 2013 – Cœur Défense 92
Statut 2013 Vs Audit 2007
2013 2013
2013
2013
2013 2013
Maturité accrue des processus grâce à la transformation sur 3 ans
2013
Statut 2013
20 Catalogue de Service et
Gouvernance ITSM
Vers l’harmonie des Services
26 nov. 2013 – Cœur Défense 92
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 [email protected] +33 (0)680 249 618
SAVE THE DATE Forum des Innovations du Service
20 mars 2014 - Cœur Défense 92