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ESP Team Presentation

ESP Team Presentation. Operational Excellence. Enabling Operational Excellence. Drive development thru technology. Optimum delivery of IT Services. User Self-Sufficiency. Proactive Problem Management. ESP Team Structure. THE SUPPORT LIFECYCLE. Mike Currao IT Service Manager – Z6 MTO.

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ESP Team Presentation

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  1. ESP Team Presentation

  2. Operational Excellence Enabling Operational Excellence Drive development thru technology Optimum delivery of IT Services User Self-Sufficiency Proactive Problem Management

  3. ESP Team Structure THE SUPPORT LIFECYCLE Mike Currao IT Service Manager – Z6 MTO Marcelo Pereira ESP Manager AM – Z7 GUA Ray Creamer ESP Manager EU – Z7 ISB Guangyi Li ESP Manager AP – Z7 HUA Sabrina Kennedy Henrique Maia Jorge Sakaguchi Emi Arashiro Renato Mariano Faisal Iqbal Mike Bamber Laura Xiao (1 Open Positions) Satyam (3) GUA MTO ISB HUA

  4. ESP Mission Mars IS Service Management Processes Incident Management Problem Management Change Management Configuration Management Service Level Management • Enable MARS IS adherence to IT Service Management Best Practices through Global Leadership and Consultancy Positively engaging customers in the delivery of Process Improvement activities Provide a portfolio of reliable and supportable tools that integrate the ITSM processes supporting the IT Operational Excellence Strategy

  5. Process Definition • SMART • Processes • Data • Tools SMART • Mars IS version of ITIL • Principles IT Infrastructure Library (ITIL)

  6. The Support Lifecycle Business Disruption Quality Service What shall we do to stop this happening? Less Disruption Change Management Monitor Changes to Prevent Disruption Problem Management Identify Root Cause Monitor Resolution Let’s improve the system HELLO, we are performing a change. OK? THE SUPPORT LIFECYCLE Incident Management Address Disruption Restore Service Service Level, Knowledge and Configuration Management

  7. Key Roles in ESP ESP Regional Liasons Global Process Leads Global Process Leads AM: Emi Arashiro AP: Laura Xiao EU: Faisal Iqbal • Problem Management • (Henrique Maia) • Incident Management • (Faisal Iqbal) • Knowledge Management • MARS University • (Jorge Sakaguchi) • Critical Incident Management • (Faisal Iqbal) Functional & Technical Support • Change Management • (Jorge Sakaguchi) • Configuration Management • (Henrique Maia) All Team Members

  8. ESP Services SMART Processes Consultancy, Governance and Training Service Management Tools

  9. ESP Services SMART Processes and Tools Trainings

  10. ESP Support Service End User SMART FE U1/U2 Sametime “ESP SUPPORT” E-mail “ESP SUPPORT” • Fulfillment requests • Business Objects SMART Universe Reporting • Bug fixes and minor enhancements • Technical support on the supported tools • FE training • 24 x 5 support availability splitted in 3 regions - AM, EU and AP • Weekend support "on-call" Support Workflow

  11. The Magic World The “Magic World” • 3 Environments (Production, Development and Test/Training) • 33 Serves (Citrix, Application, Services and DB) • What’s inside: • 350K Tickets Year • 50K Work Orders • 11.5K Changes • 1.5K Problems Year • 27K Config. Items • 9K Solutions • 3K Users • 100+ FEs • 12 SFEs

  12. Smart Reporting The “Magic World” SMART Reporting Portal: www.smart_reporting.mars • Scheduled reports based on existing templates • Updated automatically

  13. ESP 2009 Projects • Whiteboard Targeted Notifications Lead: Faisal Iqbal • SLA Customisation Lead: Faisal Iqbal • Agility Training Program Lead: Allison Maguire • SSA – SMART Stamp of Approval Lead. Henrique Maia • PWC Auditing Lead: Jorge Sakaguchi • Magic Performance Improvement Lead: Faisal Iqbal • CMDB Improvement Lead: Henrique Maia • New Processes Audit • Maturity assessment • Processes focused Lead: SMART Processes Leads • Ways of Working Lead: Sabrina Kennedy • Magic Survey Module Lead: Emi Arashiro • Smart Portal Renewal Lead: Renato Mariano

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