ISO for CTG Europe

Transcriptie

1 ISO for CTG Europe 30/05/07 Dirk Vangoidsenhoven 1

2 Agenda Voorstelling Project Doel & Scope Projectorganisatie Project aanpak en planning De resultaten High level assessment De resultaten Detailed level assessment De volgende stappen 2

3 Voorstelling Project Doel Als eerste Belgische bedrijf het ISO certificaat behalen. Het uitwerken van een nieuwe en noodzakelijk ITSM service (met praktische ervaring) IT gestructureerd doen verlopen op Europees Niveau (LEO) De samenwerking/alignement tussen Business en IT optimaliseren voor CTG Europe 3

4 Voorstelling Project Official scope 4

5 Voorstelling Project CTG Scope The IT Service Management System that supports the IT Services to the CTG Europe organization within the boundaries of the CTG sites in the UK (Reading), Belgium, (Brussels) and Bertrange (Luxembourg). This is in accordance with the CTG Europe internal IT service catalogue and include all IT service management processes and the management control of those interfaces that support them. 5

6 Project Organisatie Project Sponsor Project Manager (Leo project) Implementation Manager (ISO20000) Advisor Project team Proces eigenaars Filip Gydé Erwin Geirnaert Mieke Roelens Dirk Vangoidsenhoven Graham Ring, Olivier Sausin, Claude Debaere, Raf Maesen Koen Vandeghinste, Peter Derous, Paul Kersten, Luc Temmerman 6

7 Project Aanpak 7

8 Project Planning Q Q Prep. as is Gap report Walkthrough Actionplans Implementation Action plans Pre-audit Impl. Corr. actions Audit Project Closure 8

9 Agenda Voorstelling Project Doel & Scope Projectorganisatie Project aanpak en planning De resultaten High level assessment De cijfers gebruikt in deze presentatie zijn fictief. De resultaten Detailed level assessment De volgende stappen 9

10 High level As-is - Analysis Based on BS15000 Assessment Workbook To have an image of the current situation for each of the ISO processes and the requirements. No check on evidences (in total 236) 10

11 ISO overzicht Most important for certification! = continuously improvements ITIL processes + some additional 11

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13 CTG - ISO Assesment - overall result (06/2006) 7% 1% Yes No Prog N/A 51% 41% 13

14 14 Service Management Processes general Service Level Management Availability Management IT Service Continuity Financial management Capacity Management Security Management Business relationship Management Supplier Management Incident Management Problem Management Asset and Configuration Management Change Management Release Management 0% 20% 40% 60% 80% 100% CTG ISO assesment - High level GAP analyse N/A Prog No Yes

15 MGT SUM By subgroup % 100% 0% 7% 2% 3% 1% 9% 1% 4% 90% 80% 29% 70% 43% 38% 55% 60% 50% N/A Prog No Yes 40% 65% 30% 49% 52% 20% 40% 10% 0% Process overview Process scope Activities Controle, reporting & audit 15

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17 Opmerking bij resultaten Mogelijke stijging van no waarden tijdens de gedetailleerde assessment/walkthroughs wanneer de bewijsstukken verplicht voor te leggen zijn. De resultaten van reeds uitgevoerde implementaties in Nederland en Engeland tonen aan dat dit tot 25% kan oplopen. 17

18 Agenda 18 juli 2006 Voorstelling Project Doel & Scope Projectorganisatie Project aanpak en planning De resultaten High level assessment De resultaten Detailed level assessment De cijfers gebruikt in deze presentatie zijn fictief. De volgende stappen Service Management at CTG Europe Roles & Responsibilities Walkthrough/detailed assessment 18

19 High level Assessment (HLA) Based on BS15000 Assessment Workbook To have an image of the current situation for each of the ISO processes and the requirements. No check on evidences (in total 196) 1 day with Koen Vandeghinste Detailed level Assessment (DLA) Based on the Standard and Code of Practice To have a detailed view of the current situation for each of the ISO requirements Are the processes and procedures a reflection of the current way of working fully and correct described and implemented With in-depth check on evidences: Are they documented? Are they efficient and effective designed? 8 Walkthrough sessions with all Process owners (and Koen Vandeghinste if needed) 19

20 High Level Assessment HOW: Documentation Study Walkthroughs (interviews) WHAT: Interfaces Process requirements Process metrics Process control & auditing Process records & artifacts 20

21 Examples on how to collect evidences Show Change Request form show show plan Report Evidence? 21

22 Results HLA <> DLA Service Management high Level Service Management Detailed Level Prog 16% N/A 1% Yes No N/A 0% Yes 14% Prog N/A Prog 27% Yes 50% No 33% No 59% 22

23 Results HLA <> DLA (2) 40,00% 80,00% 30,00% 28,96% 70,00% 69,56% 20,00% 11,84% 10,00% 60,00% 50,00% 51,37% 0,00% -10,00% 1-1,27% Yes No Prog N/A -20,00% 40,00% 40,59% -30,00% HLA DLA 30,00% -40,00% -39,53% -50,00% 20,00% 18,60% 11,84% 10,00% 6,77% 0,00% 1,27% Yes No Prog N/A 0,00% 23

24 24 Service Management Processes general Service Level Management Availability Management IT Service Continuity Financial management Capacity Management Security Management Business relationship Management Supplier Management Incident Management Problem Management Asset and Configuration Management Change Management Release Management 0% 20% 40% 60% 80% 100% CTG ISO assesment - High level GAP analyse N/A Prog No Yes

25 25 Service Management Processes general Service Level Management Availability Management IT Service Continuity Financial management Capacity Management Security Management Business relationship Management Supplier Management Incident Management Problem Management Asset and Configuration Management Change Management Release Management 0% 20% DLA 09/ % 60% HLA 06/ % 100% CTG ISO assesment - Detailed level GAP analyse N/A Prog No Yes

26 Results HLA <> DLA by process group (3) Detailed 100% 0% 0% 6% 0% 0% 6% 0% 0% 90% 28% 20% 16% 80% 39% 70% 60% 50% 40% 57% 86% 52% 80% 79% N/A Prog No Yes 55% 30% 20% 27% 26 10% 0% 15% Service Management 8% Service Delivery Processes 14% 6% 5% Relation Processes Resolution Processes Control Processes Release Process

27 Summary Assessment results Weaknesses 1. The strategic service planning is weak 2. A formal PM process, separate form IM, is absent 3. Formal control processes are only partially implemented 4. No formal relationship processes are in place 5. Service Delivery Processes Strengths 1. Competence, awareness and experience 2. HP Service Desk and Alignability 3. ISO 9001 certificate 4. A strong motivation of the involved parties is clearly present 5. Management Commitment 27

28 ISO overzicht 28

29 Service CTG Europe 4 major parts Management Responsibility => Filip Gydé Documentation => Erwin Geirnaert (ISO 9001) Competence, awareness and training => Erwin Geirnaert (ISO 9001) Plan, implement, measure and improve Service Management (PDCA) => Filip Gydé 29

30 Service CTG Europe (2) Management Responsibility Policies, objectives and plans? Resources, interface with business plans, process framework, scope Executive responsibility and service team? PDCA Improvement plan? Service Reports? Documentation? Training? Audit (internal) 30

31 Roles & Responsibilities Process owners => Tijdens het project Het ontwikkelen van een efficiënt proces Mee ontwikkelen van het Service Management systeem voor eigen proces => Na het project Het bewaken van de effectiviteit en efficiëntie van het proces Het doen van aanbevelingen voor verbeteringen De communicatie en afstemming tussen de overige Process Owners Mee ontwikkelen en onderhouden van het Service Management systeem voor eigen proces 31

32 Proposed Action plans (some examples) Set up a project to implement Service Quality Management Develop an IT Service Catalogue with service descriptions and SLAs Work out a strategic planning process Define and agree on the Service Continuity Strategy Define the service reports and their content Assess and define Security and availability of information and data Define and agree on a Emergency Changes procedure Develop a complete CMDB Implement Service review meetings Develop and implement a complains process 32

33 Project proposal (actionplans included) 33

34 Roles & Responsibilities => Project Manager Track and report on project progress Facilitate issue identification and resolution Analyze and report on impact of requested changes => Process Specialist / Implementation Manager Coach the developing and implementation of effective and efficient processes Assist in defining, developing and implementing a Service Management system Organize workshops and trainings Report to Project manager 34

35 Roles & Responsibilities => Technical Consultant, DB administrator, Web master and Server Specialist All technical activities within the project: set-up environments, testing, upload DBs, adapt systems (SD and Alignability) to the Process requirements, 35

36 Roles & Responsibilities Process owners => During the project Develop an efficient process Implement and follow-up on actions for own process => After the project Manage the process Provide process improvement actions Communication and reporting to other Process Owners and Service Manager 36

37 Agenda 13 October 2006 Proposed Action plans and project plan Next steps 37

38 Walkthrough approach Objectieven Wat is een evidence? = Procedure document en geproduceerde output om naleving van externe voorwaarden te verzekeren. Zijn de evidences gedocumenteerd? Beschrijven het proces en de procedures de actuele situatie? Is het proces indien reeds bestaand correct geïmplementeerd en in gebruik? Werden de evidences efficiënt uitgewerkt? 38

39 Aanpak Walkthrough per proces ² Documenten lezen CTG process study Wees voorbereid om zo de duur van het interview te limiteren Interview ² Rapportering ² Debriefing ² Interview met proces eigenaar (3-4h): Verzamelen van evidence & validatie Walkthrough rapport opleveren (intern gebruik) De-briefing met project team (en/of process owners) Next Steps ² Actie Plannen Start actual ² testing Implementeren van opmerkingen en verbeteringen per process -> > met externe audit 39

40 Hoe voorbereiden voor een Walkthrough Sessie? 1. Voorwaarden: In-depth knowledge van het betreffende proces Breng de procedures en alle andere relevante documenten mee naar de sessie 2. Selecteer een representatief voorbeeld* a) verzamel bewijzen (evidence) voor elke proces stap (vb. met goedkeuring voor een wijziging) b) Breng de screenshots op papier mee c) Stuur eventueel de evidence in elektronisch formaat (indien eenvoudig beschikbaar/te produceren) * Opmerking: meerdere items zouden moeten geselecteerd worden in gevallen van verschillende mogelijkheden 40

41 Contact For any further questions during the preparation of the walkthrough, please contact: Mieke Roelens CTG Belgium Tel.: Project Manager (Erwin Geirnaert) 41