the road to iso 20k certification - itsmf ottawa conference march 2014
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The Road to Certification
Matthieu Demoor March 3, 2014
PERFORMANCE | INNOVATION | QUALITY
03
04
02
01
PLAN
2
Who is Linkbynet Canada?
Quality is at the Core
ISO Certification Process
Challenges & Benefits
First KPIs
Why only a handful?
05
06
3
WHO IS LINKBYNET
01
4
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
5
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
13
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
04
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
17 19
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
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