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