The    Road  to  Certification  

Matthieu  Demoor  March  3,  2014  

PERFORMANCE | INNOVATION | QUALITY

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PLAN  

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Who  is  Linkbynet  Canada?  

 Quality  is  at  the  Core  

ISO  Certification  Process    

Challenges  &  Benefits  

First  KPIs    

Why  only  a  handful?  

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WHO  IS  LINKBYNET  

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Local strategy QUALITY DISTINCTION

Global strategy CLOUD & CRITICAL APPLICATIONS MANAGEMENT

•  Hosting in Canada

•  Application management 24x7

•  Web & IT

•  Security management

•  ITIL, ISO 20000, ISO 27000

Mauritius

Toronto

Hong Kong

Nantes Paris Lyon

Quebec

24x7

•  Proximity

•  Reactivity

•  Specialists (Vmware, Magento, MSSQL…)

•  Consulting and support

•  Eco-Friendly

Montreal

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500 Employees, 50

Canadians

2000 Foundation

7000 Managed servers

700 Customers

45 M$ Sales

OS  &  APPLICATIONS  

MICROSOFT  Windows  2000  Windows  2003  (R2)    Windows  2008  (R2)  Windows  2012  

UNIX  CentOS  FreeBSD,  Open  BSD  RedHat    Suse  Solaris    AIX,  HP-­‐UX  

HYPERVISORS  -­‐  VDI  Citrix  Vmware  Vsphere    Windows  Hyper-­‐V  XEN  

DIRECTORY  Active  Directroy  Open  LDAP  Apache  DS  

CACHING  MemCached  Redis  Varnish  

WEB  Apache  lighthttpd  MS  IIS  Nginx  

INVENTORY  Infoblox  IPAM,  NetMRI  HP  Orchestrator  MS  Orchestrator  MS  SCCM  OCS    Puppet  

MONITORING  IPMonitor  Cacti  Nagios  Centreon  &  Nagvis  SCOM  Zabbix  

BACKUP  HP  Dataprotector  Veeam  Arcserve  Avamar  Netbackup  

SCRIPTING  LANGUAGES  ASP.net  Cold  Fusion  Javascript  JSP  Perl  PhP  PowerShell  Python  Ruby  Shell  Spectra  Vbscript  

PAYMENT  Cybermut  Paybox  SIPS  

CMS  |  BLOGS  Contao  CQ4  CQ5  Drupal  Ez-­‐Publish  Joomla  Redmine  Wordpress  

APP  SERVERS  .net  Allaire  Macromedia  Authentica  Afaria  Cadic  Enhydra  e-­‐room  Intershop/Enfinity  Lotus  Mediapps/Net  Portal  MS  Biztalk  MS  Sharepoint  Node.js  Oz  Mozart  Plumtree  RVR  Selectica  Zope  

JAVA  SERVERS  Glassfish  JBoss  J-­‐run,    Resin  Tomcat  Weblogic,  Websphere  

ECOMMMERCE  Commerce  Server  Hybris  Magento  Prestashop  

DATABASE  IBM  DB2  Informix  MS  SQL  MySQL  Oracle    PostgreSQL  

BI  Business  Object  SSRS  

MAILING  Communigate  Lotus  Domino  Mdaemon  Microsoft  Exchange  Sendmail,  Postfix    

SCHEDULERS  Tidal  Dollar  Universe  OpCon  

DEVELOPMENT  Jira  Ice  Scrum  Mantis    Subversion  -­‐  GIT  

NETWORK & SECURITY

SWITCHING  ROUTING  Extreme  Cisco  HP  Nortel  

FIREWALL  |  VPN  LOADBALANCER    CISCO  ASA  CheckPoint  VSX,  VE,  NGX,  F5  de  BigIP  Fortigate  HA  Proxy  Netfilter  OpenSwan  StoneSoft  

SECURITY  Antivirus  :  Kaspersky,  McAfee  Coffre-­‐fort  :  CyberArk,  Iron  Mountain  IPS-­‐IDS:  Checkpoint,  Tippingpoint  Log  :  Kiwi,  Splunk  Reverse  Proxy  :  Bluecoat,  ISA  Serveur  WAS  /Scan:  McAfee,  Qualys  

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QUALITY  AT  THE  CORE  

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Governance

Consulting Audit

Change

Management

Operations

Monitoring

•  One shot solutions •  Audit (security, performance…) •  DRP •  Stress Test

•  OS and Database management •  Patchs application •  Network & security management: firewall, loadbalancer… •  Backup and restoration

•  Transition •  New deployment •  Upgrade •  Continuous documentation

•  Full monitoring: network, hardware, OS, applications •  Up to 25 monitoring counters •  Applications availability tests •  Performance test

•  Project management •  Dashboard •  Strategic, governance board •  Communication and reporting

Our  internal  structure  ISO-­‐friendly  from  the  start  

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ISO/IEC  20000  CERTIFICATION  PROCESS  

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ISO/IEC  20000  Defined  The  design,  transition,  delivery  and  improvement  of  services  that  fulfill  service  requirements  and  provide  value  for  both  the  customer  and  the  service  provider.    

It  requires  an  integrated  process  approach  when  the  service  provider  plans,  establishes,  implements,  operates,  monitors,  reviews,  maintains  and  improves  a  service  management  system    

Sce: ISO/IEC 20000-1:2011 IT Service Management System (SMS) Standard

Who  benefits  from  ISO  20000  ISO  20000  provides  clear  competitive  advantage  for  companies  across  many  sectors  including:  o  Internal  IT  service  provider  organizations  in  any  sector  

o Outsourcers  o Application  service  providers  (hosted/cloud  solutions)  

o Government  contractors  Sce: ISO/IEC 20000 White Paper, APMG International

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Plus our Own: Pre-sale Management Purchasing Management Patch Management Crisis Management Reversibility Management HR Management

13+  Processes  Certified  

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Timeframe  

Implementation of the new POP organization

Integration of new processes to support and operational and new process governance

Jan.-10 Nov.-10

Certification Process Launch

Finalizing principles of governance and ITIL process integration

Presentation to ITSMF France of ITIL processes and 1st prize winner

1st audit and compliance verification of ISO 20000-1 (Teamup Consulting

Dec.-12

Adaptation of Service Management System following recommendations

Jan.-13

Blank Audit ISO 20000-1 (Teamup Consulting)

Finalizing the intégration of ISO 20000-1 requirements following the audit of Teamup Consulting

Ongoing quality improvement

Audit for ISO 20000-1 certification

Jan.-11 Oct.-13

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1.  Finding  the  right  partner  for  blank  audits  2.  Ensuring  processes  put  operational  and  clients  first  3.  Language  to  be  kept  simple  4.  Processes  to  reflect  business  reality  5.  Quality  approach  and  day  to  day  must  be  intertwined  for  successful  

implementation  within  teams.    

5  Success      Factors  

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CHALLENGES  &  BENEFITS  

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Main  Challenge  

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1.  Obtaining  buy-­‐in  from  everyone  in  the  organization  

2.  Certification  on  all  processes  on  a  worldwide  basis  

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Solution    

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Setting  up  a  transversal  organization  Project  POP  is  born.  

A  dynamic  structure  to  encourage  all  members  of  the  organisation  from  support  to  senior  management  to  own  the  processes.    

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What  is  POP    

Process  Sponsor  

Process  Owner  

Process  Coach  

o  Greater  team  involvement  to  improving  the  service  management  system  

o  Service  management  system  objectives  better  aligned  with  Senior  management  goals  

o  Driving  down  costs;  for  example,  the  integration  of  incident  management  with  problem  management  will  result  in  a  large  reduction  in  incidents.    

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       Benefits  

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FIRST  KPIs  

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o  More  reliable  configuration  management  system  e.g.  in  a  specific  project  scope,  95%  less  configuration  errors  in  2  months  

o  More  efficient  contractual  relationship  through  centralization  of  SLAs  !  accessed  by  service  managers    

After  4  months…  

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WHY  ONLY  A  HANDFUL?  

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o  Over  600  certifications  worldwide  o  Between  30  and  60  US  companies  (depending  on  the  source)  o  Less  than  10  in  Canada?  

       WHY  SO  LITTLE?  

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"  Reduced downtime "  Improved business relevance "  Creation of a culture of proactive IT management ! Difficulty to demonstrate this improved quality to the marketplace

BEST PRACTICE GUIDANCE PERSON-BASED

"  To leverage investment and expertise in ITIL "  To demonstrate operational experience

INTERNATIONAL STANDARD ORGANIZATION-BASED

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Thank You

@LINKBYNETCanada  

www.facebook.com/LINKBYNET  

www.linkedin.com/company/LINKBYNET