sanofi service resolution smartflow - bmc software · • design a mature and global event...

© Copyright 9/11/2015 BMC Software, Inc 1

SANOFI

Service Resolution Smartflow

Maxence Nhouyvanisvong

Service Resolution Smartflow| September 2015


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


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 2009.

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.


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 »


SANOFI – One IS – GIS

Global Infrastructure Services

Enterprise Information Solutions

Regional Service Delivery Americas

Application Technology and Solutions

GIS Office

| 5

End User Technology and Solutions

Regional Service Delivery

EMEA

Regional Service Delivery AsiaPaC

Infrastructure Management Customer Service Excellence


SANOFI – One IS – GIS – EIS


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


GIS Goals and Challenges

Challenges

• 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

Goals

• 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


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


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%


Key Metric Improvements – Coverage continues to grow

Nov 2012 June 2013 Sept 2013 April 2014 Sept 2014 May 2015

Normalized events 254 500 530 600 656 1 110

Event/Incident ratio - - 5% 28% 35% 44%

TrueSight servers 7 7 9 11 13 13

Monitored Servers +3 000 (25%)

+6 000 (50%)

7871 (54%)

10500 (78%)

13500 (90%)

17 500 (98%)

URL 200 500 650 1 200 1 267 1 748

Processes/Services 1 100 3 300 3 800 7 000 8 000 10 279

Application Logs 85 340 450 800 850 1 026

Transactions (TMART) - 33 48 200 250 350

Network Equipment +1 000 +5 000 8 260 9 600 12 000 11 788


Service Resolution Smartflow Level 2 Implementation


Service Resolution Implementation (objective)


Level 1 – Event Incident

Event

Incident

Event

Incident

Event Incident

Event

Infrastructure Incident

Config Item

Event

Level 2 – Infrastructure Incident


Level 3 – Application and Service Aware Incidents

Travel Services

Event

Email Services

Config Item

Banking Services

MTTR

Impact Incident

Impact Incident

Causal Incident

Banking Services Travel Services Email Services

Impact Incident


Service Resolution Implementation at Level 2

Level 3 Level 2


Service Resolution Implementation at Level 2


Service Resolution Level 2 Implementation


From detected Event to Incident Registration

Summary Notes

CI Impact/Urgency

Work Info


Improving Problem Management Knowledge Base & Automation


Leverage Knowledge Base (IRIS)

IRIS Project

• Incident Resolution Instructions

• “A Knowledge Management project to improve Incident Management by bridging monitoring alert and related documentation”

• Reduce MTTR

Before and After Metrics


Leverage Knowledge Base (IRIS) for automation

In 2012

In 2014 (with IRIS project)

In 2015 (with POD project)


IRIS: From detected Event to Incident Resolution

Some types of incident are

now resolved automatically


IRIS : where we are

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

Infrastructure related articles 355 +14

Application related articles 643 +69

Total Published 998 +83

BPPM conditions 12306 +142

IRIS-Tagged BPPM conditions 8290 +138

Condition Coverage 67,0% +0.3%

BPPM originated incidents

IRIS-Tagged BPPM originated incidents

Incident Coverage 97,8% +0.9%

IRIS Deployment Monthly KPI

37 006

36 194


POD: Automation

POD Project

• Standard VM Provisioning requests

• Automated Resolution of incidents

• Etc..


Future Roadmap


Agree on a common service model

Implement the service model

Challenges:

• A lot of Applications

• People are confused between Service and Application

Integrate ADDM to CMDB

Challenges:

• Quality constrains

Path to Service Resolution Level 3 (Intelligent Ticketing, Impact Model) is challenged by 3 areas

Deploy Incident Management process to all Application teams

Challenges:

• Many AMS are recently set up

Service Model Discovery Maturity on processes

Roadmap

Technical Requirements: Upgrade TrueSight and ITSM in Sanofi


Service Resolution Smartflow Additional Areas of Interest

• CI Based Incident Routing

• Event to Incident Consolidation

• Performance

• Incident Governance


Thank You.

[email protected]

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