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


Gouvernance ITSM



Informatique Airbus et ses clients

+1200 personnes

(Oct. 2013)

Externalisation:

85% de l’activité

en valeur

+400 personnes

(Oct. 2013)


Gouvernance ITSM



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)


Gouvernance ITSM



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


Gouvernance ITSM



Mise en oeuvre de la transformation

Modèle opérationnel de l’Infrastructure

permettant de relever les défis du

nouveau programme A350


Gouvernance ITSM



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


Gouvernance ITSM



Catalogue de Service métier

AXES:

• Simplifier

• Standardiser

• Orienté client

• End-to-end

7 Service Lines

31 Services métier

Business Relationship

Managers


Gouvernance ITSM



Nouvelle offre: Private Cloud

Matrice de compléxité des “Entrées en

service applicatives” avec délais et coûts

Business Relationship Managers


Gouvernance ITSM



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


Gouvernance ITSM



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


Gouvernance ITSM



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


Gouvernance ITSM



Score card processus Incident Process Owner :


Gouvernance ITSM



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 :


Gouvernance ITSM



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


Gouvernance ITSM



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


Gouvernance ITSM



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


Gouvernance ITSM



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


Gouvernance ITSM



L’IT, une sphère nouvelle …

pour l’harmonie des services !

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SAVE THE DATE Forum des Innovations du Service

20 mars 2014 - Cœur Défense 92

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Technology

Catalogue de Service et Gouvernance ITSM