Sanofi’s Journey to Service Resolution
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Transcript of Sanofi’s Journey to Service Resolution
© Copyright 3/17/2015 BMC Software, Inc1
SANOFI
Service Resolution Smartflow
Maxence Nhouyvanisvong
Service Resolution Implementation | October 2014
© Copyright 3/17/2015 BMC Software, Inc2
Agenda
1. IntroductionIntroducing SANOFI – One IS – GIS
2. Service Resolution SmartflowLife before and after
3. Improving Problem Management IRIS principles
4. FutureMaturing to service models and Level 3
© Copyright 3/17/2015 BMC Software, Inc3
SANOFI – One IS at a glance
Sanofi Group is a $33 Billion worldwide
healthcare and pharmaceutical company
with 110,000 employees.
Sanofi IS transformation started in 2009.
Driven by the business, the transformation
implies that the IS department will increase
its contribution to Sanofi performance by
improving IS efficiency and improving
operations excellence.
© Copyright 3/17/2015 BMC Software, Inc4
SANOFI – One IS – GIS
« Anticipating Sanofi businesses evolutions and leveraging Technology to Plan, Design, Build, Deploy and Operate the Infrastructure Services that will support Business Applications and End-Users globally, enabling the Digitization of Sanofi businesses and their overall effectiveness »
GIS is a foundation for One IS Vision :
« Making a difference in Healthcare with Information Technology »
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Service Resolution SmartflowTrueSight Operations Management (BPPM) / ITSM /
CMDB Integration
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GIS Goals and Challenges
Challenges
• Consolidate ~ 30 datacenters to 3
• Design a mature and global Event Management process (Global System)
• Reduce the time spent on investigation (cost of ownership) by generating Incidents from Alerts
• Gain efficiency by capitalizing in a Knowledge Base
• Be able to measure the performance of the Infrastructure teams
Goals
• Setting 3 new datacenters up to host all
business applications (migration of apps from
legacy DCs to new DCs)
• Implement TrueSight Operations Management,
focused on the Event Management module
(BEM) as Manager of Managers, but eventually
will all be BMC.
• Deploy ITSM to all Infrastructure teams
• Integrate the Monitoring tool (BEM) to ITSM in
order to generate Incident ticket
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Life Before and After Service Resolution
Before
• Legacy Monitoring and TrueSight
operators manually created incidents in
ITSM from Events
• Incidents were misrouted due to manual
mistakes
• Many events coming into incident team
• No integration with knowledge
management for better incident/problem
resolution
Today
• Creates an incident from an event and populates correct fields
• Automatic population of information ensures that incidents are routed to the right group
• TrueSight is the Manager of Managers with automatic correlation to reduce the number of events & incidents
• Integration with Knowledge Management allows us to capture and reuse. Lower level infrastructure operations team resolve more incidents
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Key Before and After Metrics
Before (2012)
• # of infra incidents resolved 8,500/month
• # of incidents from events 3,900/month
• MTTR (Critical Incident at Level 1): 39h
• % of IT auto-detected incident vs end user reported incidents: 10%
• Incident management before Knowledge was attached: 0%
After (2014)
• # of infra incidents resolved39,500/month
• # of incidents from events 30,000/month
• MTTR (Critical at Level 1): 2h36
• % IT of auto-detected vs end user reported incidents: 23%
• Incident management with KM in automated ticket: 94.7%
© Copyright 3/17/2015 BMC Software, Inc10
Key Metric Improvements – Coverage continues to grow
Nov 2012 June 2013 Sept 2013 April 2014 Sept 2014
Normalized events 254 500 530 600 656
Event/Incident ratio - - 5% 28% 35%
TrueSight servers 7 7 9 11 13
Monitored Servers +3 000(25%)
+6 000(50%)
7871 (54%)
10500 (78%)
13500(90%)
URL 200 500 650 1200 1267
Processes/Services 1100 3300 3800 7000 8000
Application Logs 85 340 450 800 850
Transactions (TMART) - 33 48 100
Network Equipment +1 000 +5 000 8260 9600 12000
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Level 1 – Event Incident
Event Incident
Event Incident
EventIncident
Event
InfrastructureIncident
Config Item
Event
Level 2 – Infrastructure Incident
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Level 3 – Application and Service Aware Incidents
Travel Services
Event
Email Services
ConfigItem
Banking Services
MTTR
Impact Incident
Impact Incident
Causal Incident
Banking Services Travel Services Email Services
Impact Incident
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Service Resolution Implementation at Level 2
Level 3Level 2
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From detected Event to Incident Registration
SummaryNotes
CIImpact/Urgency
Work Info
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Leverage Knowledge Base (IRIS)
IRIS Project
• Incident Resolution Instructions
• “A Knowledge Management project to improve Incident Management by bridging monitoring alert and related documentation”
• Reduce MTTR
Before and After Metrics
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Leverage Knowledge Base (IRIS)
In 2012 In 2014 (with IRIS project)
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Agree on a common service model
Implement the service model
Challenges:
• A lot of Applications
• People are confused between Service and Application
Integrate ADDM to CMDB
Challenges:
• Quality constrains
Path to Service Resolution Level 3 (Intelligent Ticketing, Impact Model) is challenged by 3 areas
Deploy Incident Management process to all Application teams
Challenges:
• Recent reorganization of OneIS
Service Model Discovery Maturity on processes
Roadmap
Technical Requirements: Upgrade TrueSight and ITSM in Sanofi
© Copyright 3/17/2015 BMC Software, Inc26
Service Resolution Smartflow Additional Areas of Interest
• CI Based Incident Routing
• Event to Incident Consolidation
• Performance
• Incident Governance
© Copyright 3/17/2015 BMC Software, Inc27
Call
ToAction
While at Engage, please visit:
Smartflow Solutions Pod for a demoMon-Wed – Between Sessions
Smartflow Solutions SR LabTuesday 1 – 2pm
Evening With The ExpertsTues 7 – 10pm
Focus Groups to get ideas from Peers“How well do I Drive?” – Tues 4-5pm
Application Rationalization – Wed 2-3pm
Smartflows Solutions Overview Session to learn more about what’s coming
Thurs 12 – 1pm
© Copyright 3/17/2015 BMC Software, Inc28
Thank You.
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