Infrastructure for Technical Support and Risk Management for ISO 20000 Certification
Implement ITIL processes to support the company’s ISO 20000 certification
Implement ITIL processes to support the company’s ISO 20000 certification
Challenge
For over a decade we had supported our client, one of the leading personal insurance companies in France, in the management of its technical support infrastructure (TAMI), which covers both front and back office and of its risk management application (BIO) using the following technologies :
- Remedy® Action Request System®
- Remedy® Mid Tier
- Remedy® Flashboards
- Remedy® ITSM
- Remedy® Service Level Agreement
- LDAP Directory
- Knowledge base on mainframe
Scope
- Architecture: centralised
- Software provider: BMC Software
- ITIL process implementation: incidents, problems, changes, MEP, service levels, configuration management
- Products and versions put in place: BMC Remedy ITSM, Atriium, CMDB, SLM
The project concerned 500 users on two applications: several technical interfaces provide data for the database of incidents reported via telephone, email or the web.
- BIO (the operational incidents database): operating within a framework of financial security regulations
- TAMI (system for managing anomalies, maintenance and incidents), which covers the ITIL process for managing incidents, requests and changes.
The internal data repository of the application was maintained through LDAP, Qualiparc and Lotus Notes.
We ensured the corrective maintenance as well as the developmental maintenance of these two critical applications.
Statistics
- 80,000 incident tickets per year
- 10 changes per week
- 150 service requests
- 500 “support “ users, spread between the IT systems and planning teams
- 4 interfaces with other tools.
Aims
ISO 20000: our client had begun the ISO 20000 certification process with the aim of completing it by the end of 2010.
Implementation
Since 2009 we had been helping our client to put in place the tools necessary for the process of ISO 20000 certification.
The first processes involved were:
- Incident management
- Problem management
- Change management
- Upgrade management
- Service level management
- Configuration management
Size of team: 5 people
- Role: project management
- Profile: experts and consultants on BMC Software, also BMC Software trainers
Length of the entire integration project : 10 months
- Phase 1: research and planning=> 4 months
- Phase 2: design, development and integration => 4 months
- Phase 3: Release and deployment => 2 months
- Phase 4: operational maintenance
Solution
The following solutions were implemented:
- WAPITI (Automated Workflow for ITIL Processes). This would use the TAMI suite for the management of incidents, problems, changes and levels of service.
- A CMDB and the associated retrieval tools to manage configurations. The tools put in place were based on version 7.6 of the BMC Remedy ITSM.
