Transcript ITIL / ISO 20 000 assessment kickoff

ISO20000
Presented by
Name Marie-Luce BLATT
Supply chain & Logistics Service & Product Manager
ISO 20 000 assessment & improvement plan
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Context: Functional Organization
Functions overview and External Interactions
PROCUREMENT – CENTER of EXCELLENCE – FINANCE …
Business Domains
SLA
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Supply
Supply
Logistic
& ePro-
Messaging
Chain
Chain
Stocks &
curement
Services
Plan &
Physical
Dispatch
Procure
Flows &
Quality
SLA
Support Center & Service Performance
38200 Users – 15000 Incidents (Year 2006) Support
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Network - Infrastructure
Supplier
IT Operations
General
Portal – EAI – Service desk
Projects
…
OLA
Infrastructure
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Objectives
• ISO 20000 Pre-evaluation In-depth Assessment (supported by
ICA-ISO 20 000 auditor)
• Identify Weak points and ways of improvement
• Define Action Plan to improve efficiency:
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Define
priorities
Follow-up implementation of action plan to achieve the
requirements
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Use of ISO2000 - objectives
• ISO 20000 is today the international
standard for IT Service management
• ISO 20000 is a specification which provides
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company level accreditation to demonstrate
consistent use of best practices (based on ITIL
recommendations)
• Supply chain& logistics IS objectives are to
use ISO 20000 standardisation to improve IT
Service Management Processes and to
demonstrate to customers the maturity of
Service Management
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Airbus Quality process Compliance
Airbus central Quality
Airbus operating
Model
AOPM
IS Quality
IS Operating MODEL
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IS Quality
Project
Methodology
(CMMI compliant)
ITIL
processes
Department procedures
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IS operating
model &
processes
Process
Definition
Deployed
Solution
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Operating model: 3 organisations to develop, run
and maintain with Shared processes
Software development
Projects
Change Management
(*) Release Management
Configuration Management
Tests & Automation
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User Support
Support
Infrastructure
Business
Incident Mgt
Training Management
Solutions
Performance
monitoring
Perf. Measurement
Problem Management
User & Data Maintenance
Availability Management
Business Activity Monitoring (BAM)
Continuity Management
Support Extension (New domains)
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Dependencies with processes/ organisation
Level 1
Projects
Projects
Support
Service Desk
Customers
Change Management
Change Management
Release
Management
(*)
Release Management
Configuration Management
Configuration
Management
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Tests
& Automation
Tests
& Automation
Level 2
Infrastructure
Support
monitoring
Incident Mgt
Perf. Measurement
Training Management
Problem Management
User & Data Maintenance
Availability Management
SLA with
Continuity Management
operation
Business Activity Monitoring (BAM)
Support Extension (New domains)
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Process assessment  Action plan
•Assessment of the audited processes and Actions plan to reach level .
•Extend assessment througth the overall organisation to be able to
compare same referential with same objectives and continuity of
processes
Lvl 5 : Value
Lvl 4 : Service
Communications Process
RFC Process
Problem Management
OLAs Implementation
Implementation
Catalogues of Services
Knowledge
Improvement
Improvement
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Lvl 3 : Proactiv
Lvl 2 : Reactiv
Lvl 1 : Chaos
Service Desk
Incident
Management
Problem
Management
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Change
Management
Service Level
Management
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Assessment Process
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1. Refine scope
2. Collect and centralize existing documents related to
3.
4.
5.
6.
7.
8.
9.
processes, methods and activities
Evaluate documentation
Interview process actors
Analyse and consolidate results
Identify improvements axis
Restitution meeting
Airbus Action plans
Synthesis
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Status intermédiaire
• Balayage des processus de service support (quasiment)terminé:
•Le niveau de respect des exigences spécifiques aux processus sur le terrain est
globalement assez satisfaisant (plus de 80% de respect des exigences).
• Principalement identifiés des axes d'amélioration dans le chapitre 4, planification et mise
en œuvre des services, à savoir que:
- nous sommes plutôt bons dans le "DO" (c'est rassurant, et c'est en même temps
relativement normal du fait que nous avons mis en place une démarche ITIL depuis
plusieurs années),
" Plan " est globalement bien formalisé mais gagerait à être un peu mieux précisé
sur certains processus
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- le
- le
"Check" et le "Act" nécessitent une maîtrise plus systématique, et nous souffrons là
de difficultés d'analyse liées à la multiplicité d'outils insuffisamment interconnectés
(Gestion des Incidents séparée des Problèmes, deux outils supportant la gestion des
changements et des releases, non reliés aux précédents... et de nombreux événements
traités par mail)
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Appendix: A set of Tools used
• ISO 20000 IT Service Management Assessment Workbook
• ISO 19011 Guidelines for systems auditing
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• SOGETI ISO 20000 Audit and report Tools
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© AIRBUS S.A.S. All rights reserved. Confidential and
proprietary document.
This document and all information contained herein is the sole
property of AIRBUS S.A.S.. No intellectual property rights are
granted by the delivery of this document or the disclosure of
its content. This document shall not be reproduced or
disclosed to a third party without the express written consent
of AIRBUS S.A.S. This document and its content shall not be
used for any purpose other than that for which it is supplied.
The statements made herein do not constitute an offer. They
are based on the mentioned assumptions and are expressed
in good faith. Where the supporting grounds for these
statements are not shown, AIRBUS S.A.S. will be pleased to
explain the basis thereof.
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