SANOFI Service Resolution Smartflow

Transcription

1 SANOFI Service Resolution Smartflow Maxence Nhouyvanisvong Service Resolution Smartflow September

2 Agenda 1. Introduction Introducing SANOFI One IS GIS 2. Service Resolution Smartflow Life before and after 3. Improving Problem Management IRIS principles 4. Future Maturing to service models and Level 3 2

3 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 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. 3

4 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» 4

5 SANOFI One IS GIS Global Infrastructure Services GIS Office Enterprise Information Solutions Infrastructure Management Customer Service Excellence Application Technology and Solutions Regional Service Delivery Americas Regional Service Delivery EMEA Regional Service Delivery AsiaPaC 5 End User Technology and Solutions

6 SANOFI One IS GIS EIS 6

7 Service Resolution Smartflow TrueSight Operations Management (BPPM) / ITSM / CMDB Integration 7

8 GIS Goals and Challenges Goals 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 Challenges 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 8

9 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 Start of Resolution Automation 9

10 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 resolved 39,500/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% 10

11 Key Metric Improvements Coverage continues to grow Nov 2012 June 2013 Sept 2013 April 2014 Sept 2014 May 2015 Normalized events Event/Incident ratio - - 5% 28% 35% 44% TrueSight servers Monitored Servers (25%) (50%) 7871 (54%) (78%) (90%) (98%) URL Processes/Services Application Logs Transactions (TMART) Network Equipment

12 Service Resolution Smartflow Level 2 Implementation 12

13 Service Resolution Implementation (objective) 13

14 Level 1 Event Incident Event Event Event Incident Incident Incident Level 2 Infrastructure Incident Config Item Infrastructure Incident Event Event 14

15 Level 3 Application and Service Aware Incidents Services Travel Services Banking Services Banking Services Travel Services Services Impact Incident Impact Incident Impact Incident Config Item Event MTTR Causal Incident 15

16 Service Resolution Implementation at Level 2 Level 2 Level 3 16

17 Service Resolution Implementation at Level 2 17

18 Service Resolution Level 2 Implementation 18

19 From detected Event to Incident Registration Summary Notes CI Impact/Urgency Work Info 19

20 Improving Problem Management Knowledge Base & Automation 20

21 Leverage Knowledge Base (IRIS) IRIS Project Before and After Metrics Incident Resolution Instructions A Knowledge Management project to improve Incident Management by bridging monitoring alert and related documentation Reduce MTTR 21

22 Leverage Knowledge Base (IRIS) for automation In 2014 (with IRIS project) In 2012 In 2015 (with POD project) 22

23 IRIS: From detected Event to Incident Resolution Some types of incident are now resolved automatically 23

24 IRIS : where we are IRIS Deployment Monthly KPI Infrastructure related articles Application related articles Total Published BPPM conditions IRIS-Tagged BPPM conditions Condition Coverage 67,0% +0.3% BPPM originated incidents IRIS-Tagged BPPM originated incidents Definitions: - Published Articles=Number of published knowledge articles/iris IDs - Condition Coverage= % Monitoring Conditions associated with an IRIS ID - Incident Coverage=% Incident associated with an IRIS ID 24 Incident Coverage 97,8% +0.9%

25 POD: Automation POD Project Standard VM Provisioning requests Automated Resolution of incidents Etc.. 25

26 Future Roadmap 26

27 Roadmap Path to Service Resolution Level 3 (Intelligent Ticketing, Impact Model) is challenged by 3 areas Service Model Discovery Maturity on processes Agree on a common service model Implement the service model Integrate ADDM to CMDB Deploy Incident Management process to all Application teams Challenges: A lot of Applications People are confused between Service and Application Challenges: Quality constrains Challenges: Many AMS are recently set up Technical Requirements: Upgrade TrueSight and ITSM in Sanofi 27

28 Service Resolution Smartflow Additional Areas of Interest CI Based Incident Routing Event to Incident Consolidation Performance Incident Governance 28

29 Thank You. fr.linkedin.com/pub/maxence-than-nhouyvanisvong 29