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Month 200X Use menu "View - Header & Footer" for Presentation title - Siglum - Reference ISO 20 000 assessment & improvement plan ISO20000 Presented by.

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Presentation on theme: "Month 200X Use menu "View - Header & Footer" for Presentation title - Siglum - Reference ISO 20 000 assessment & improvement plan ISO20000 Presented by."— Presentation transcript:

1 Month 200X Use menu "View - Header & Footer" for Presentation title - Siglum - Reference ISO assessment & improvement plan ISO20000 Presented by Name Marie-Luce BLATT Supply chain & Logistics Service & Product Manager

2 © AIRBUS S.A.S. All rights reserved. Confidential and proprietary document. Month 200XUse menu "View - Header & Footer" for Presentation title - Siglum - ReferencePage 2 Context: Functional Organization Functions overview and External Interactions Supplier Messaging Services Support Center & Service Performance Users – Incidents (Year 2006) Supply Chain Plan & Procure Supply Chain Physical Flows & Quality Portal – EAI – Service desk General & ePro- curement Logistic Stocks & Dispatch IT Operations Network - Infrastructure Infrastructure PROCUREMENT – CENTER of EXCELLENCE – FINANCE … … Business Domains SLA OLA SLA Projects Support

3 © AIRBUS S.A.S. All rights reserved. Confidential and proprietary document. Month 200XUse menu "View - Header & Footer" for Presentation title - Siglum - ReferencePage 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

4 © AIRBUS S.A.S. All rights reserved. Confidential and proprietary document. Month 200XUse menu "View - Header & Footer" for Presentation title - Siglum - ReferencePage 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

5 © AIRBUS S.A.S. All rights reserved. Confidential and proprietary document. Month 200XUse menu "View - Header & Footer" for Presentation title - Siglum - ReferencePage 5 Airbus Quality process Compliance AOPM IS Operating MODEL ITIL processes Department procedures IS operating model & processes Process Definition Deployed Solution Airbus operating Model Project Methodology (CMMI compliant) Airbus central Quality IS Quality

6 © AIRBUS S.A.S. All rights reserved. Confidential and proprietary document. Month 200XUse menu "View - Header & Footer" for Presentation title - Siglum - ReferencePage 6 Operating model: 3 organisations to develop, run and maintain with Shared processes Change Management (*) Release Management Configuration Management Tests & Automation Business Solutions Incident Mgt Training Management User & Data Maintenance Business Activity Monitoring (BAM) Support Extension (New domains) Perf. Measurement Problem Management Availability Management Continuity Management Projects Support Performance Infrastructure monitoring Software development User Support

7 © AIRBUS S.A.S. All rights reserved. Confidential and proprietary document. Month 200XUse menu "View - Header & Footer" for Presentation title - Siglum - ReferencePage 7 Dependencies with processes/ organisation Change Management (*) Release Management Configuration Management Tests & Automation Projects Service Desk Level 1 Support SLA Customers SLA Change Management Release Management Configuration Management Tests & Automation Incident Mgt Training Management User & Data Maintenance Business Activity Monitoring (BAM) Support Extension (New domains) Perf. Measurement Problem Management Availability Management Continuity Management Projects Level 2 Support Infrastructure monitoring SLA with operation

8 © AIRBUS S.A.S. All rights reserved. Confidential and proprietary document. Month 200XUse menu "View - Header & Footer" for Presentation title - Siglum - ReferencePage 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 Incident Management Change Management Problem Management Service Level Management Service Desk Problem Management Implementation Knowledge Improvement Communications Process RFC Process OLAs Implementation Catalogues of Services Improvement

9 © AIRBUS S.A.S. All rights reserved. Confidential and proprietary document. Month 200XUse menu "View - Header & Footer" for Presentation title - Siglum - ReferencePage 9 Assessment Process 1. Refine scope 2. Collect and centralize existing documents related to processes, methods and activities 3. Evaluate documentation 4. Interview process actors 5. Analyse and consolidate results 6. Identify improvements axis 7. Restitution meeting 8. Airbus Action plans 9. Synthesis

10 © AIRBUS S.A.S. All rights reserved. Confidential and proprietary document. Month 200XUse menu "View - Header & Footer" for Presentation title - Siglum - ReferencePage 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)

11 © AIRBUS S.A.S. All rights reserved. Confidential and proprietary document. Month 200XUse menu "View - Header & Footer" for Presentation title - Siglum - ReferencePage 11 Appendix: A set of Tools used ISO IT Service Management Assessment Workbook ISO Guidelines for systems auditing SOGETI ISO Audit and report Tools

12 © AIRBUS S.A.S. All rights reserved. Confidential and proprietary document. Month 200XUse menu "View - Header & Footer" for Presentation title - Siglum - ReferencePage 12 © 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. AIRBUS, its logo, A300, A310, A318, A319, A320, A321, A330, A340, A350, A380, A400M are registered trademarks.


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