ITIL Process Implementation

Building a consistent, comprehensive lT infrastructure, available to all, according to ITIL best practices

Building a consistent, comprehensive lT infrastructure, available to all, according to ITIL best practices

 

Challenge

Our client, one of the world leaders in the petrol and natural gas industry, had set itself the challenge of creating , through its actions and innovations, a lasting solution to meet the energy needs of mankind. 

Having been a partner since 2001, we had supported the company in its outsourcing of legacy applications and also in a transformation project.

In 2006, our client had decided to begin an ambitious project to completely reorganise its IT systems.  This project, divided into 13 sub-projects, was to review the earlier choices made by companies in the group, in order to build an IT infrastructure that would be comprehensive, consistent, and available to everyone.

In the light of this project, our client wanted to harmonise the support and processes for identity management in its IT systems according to ITIL good practice, across the whole group.  The group also wished to implement a comprehensive management solution which could support all the processes in the organisation.

Aims

Among the 13 sub-projects, we had worked since September 2007 on "Stream" SM-GID, which was subsequently renamed ITSM.

The objectives were to:

  • optimise the quality of service provided to the 13,000 employees in over 100 countries
  • improve utilisation rates and availability of resources
  • optimise IT support and management processes in order to reduce lead times.

 Implementation

This project implemented the majority of ITIL processes and called on the entire BSM product offering of BMC

 We were involved very closely, from September 2007, in two phases of the project:

  • a pilot site for “France and Asia”, implemented in March 2009.
  • international deployment,  to take place within two years.

Our work focused on specific areas of expertise and included the following:

  • Review of functional and technical solutions.
  • Review and approval of workloads.
  • Validation of deliverables (functional specifications, technical specifications, log books and settings).
  • Creation of “mini” models to explore the various possibilities of BMC ITSM 7 and SRM.
  •  Confirmation of the match of the functionality of the tool to the client’s needs.
  • Adaptation of administration tools in order to carry out multiple transactions (bulk import of OLA, CIs and their relationships, import of change templates…)
  • Support with deployments in new countries or of new scopes of work (project management, adaptation, bulk  import, fault  tracking, roll-outs…)
  • Complete deployment of BMC Analytics tools on SAP Business Objects technology : development and modification of the environment, development of new relationships, training of users on the tools, application support, use of different platforms, BO and ITSM expertise, monitoring of related projects (real time duplication of the ITSM database, monitoring of BO patches,…)
  • Management of the project and expertise in the ITSM suite:  monitoring and deployment of SRM and SLM tools.
  • Management of the interface between the directory and the ITSM record retrieval application.
  • Implementation of a training manual in agreement with the client and BMC.
  • Provide BMC training for the client.
  • Monitoring and validation of technical repository (group naming conventions, parameters of new SLM, monitoring of product catalogue,…)
  • Audit of the technical architecture of the solution:  disaster recovery plan, improved architecture, design of new environments, expertise.
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