1. ISO 20 000 assessment & improvement plan
Presented by
Name Marie-Luce BLATT
Supply chain & Logistics Service & Product Manager
ISO assessment & improvement plan
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2. Context: Functional Organization Functions overview and External Interactions
PROCUREMENT – CENTER of EXCELLENCE – FINANCE …
Business Domains
SLA
Projects
Portal – EAI – Service desk
IT Operations
Network - Infrastructure
General
& ePro-
curement
Supplier
Messaging
Services
Supply
Chain
Plan &
Procure
Supply
Chain
Physical
Flows &
Quality
Logistic
Stocks &
Dispatch …
SLA
OLA
Support Center & Service Performance
38200 Users – Incidents (Year 2006)
Support
Infrastructure
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3. Objectives
ISO Pre-evaluation In-depth Assessment (supported by ICA-ISO auditor)
Identify Weak points and ways of improvement
Define Action Plan to improve efficiency:
Define priorities
Follow-up implementation of action plan to achieve the requirements
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4. Use of ISO objectives
ISO is today the international standard for IT Service management
ISO is a specification which provides company level accreditation to demonstrate consistent use of best practices (based on ITIL recommendations)
Supply chain& logistics IS objectives are to
use ISO standardisation to improve IT Service Management Processes and to demonstrate to customers the maturity of Service Management
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5. Airbus Quality process Compliance
Airbus central Quality
AOPM
Airbus operating
Model
IS operating model & processes
IS Quality
IS Operating MODEL
Process Definition
Project Methodology (CMMI compliant)
IS Quality
ITIL processes
Deployed Solution
Department procedures
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6. Operating model: 3 organisations to develop, run and maintain with Shared processes
Software development
Projects
Change Management
(*) Release Management
Configuration Management
Tests & Automation
Infrastructure
monitoring
User Support
Closed Loop Solution Delivery & Improvement
Business
Solutions
Performance
Support
Perf. Measurement
Problem Management
Availability Management
Continuity Management
Incident Mgt
Training Management
User & Data Maintenance
Business Activity Monitoring (BAM)
Support Extension (New domains)
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7. Dependencies with processes/ organisation
Level 1
Support
Projects
Projects
Customers
Service Desk
Change Management
Release Management
Configuration Management
Tests & Automation
Change Management
(*) Release Management
Configuration Management
Tests & Automation
SLA
SLA
Infrastructure
monitoring
Level 2
Support
Incident Mgt
Training Management
User & Data Maintenance
Business Activity Monitoring (BAM)
Support Extension (New domains)
Perf. Measurement
Problem Management
Availability Management
Continuity Management
SLA with
operation
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8. 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
Lvl 3 : Proactiv
Lvl 2 : Reactiv
Lvl 1 : Chaos
Communications Process
RFC Process
Problem Management Implementation
Knowledge Improvement
OLAs Implementation
Catalogues of Services
Improvement
Service Desk
Incident
Management
Problem Management
Change Management
Service Level Management
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9. Assessment Process Refine scope
Collect and centralize existing documents related to 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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10. 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),
- le " Plan " est globalement bien formalisé mais gagerait à être un peu mieux précisé sur certains processus
- 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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11. Appendix: A set of Tools used
ISO IT Service Management Assessment Workbook
ISO Guidelines for systems auditing
SOGETI ISO Audit and report Tools
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