ESP Team Presentation

Enabling Operational Excellence

Operational Excellence

Optimum delivery of IT

ServicesProactive Problem Management

User Self-

Sufficiency

Drive

development thru

technology

THE SUPPORT LIFECYCLEESP Team Structure

Mike CurraoIT Service Manager – Z6

MTO

Marcelo PereiraESP Manager AM – Z7

GUA

Ray CreamerESP Manager EU – Z7

ISB

Guangyi LiESP Manager AP – Z7

HUA

Henrique MaiaJorge Sakaguchi

Emi ArashiroRenato Mariano

Faisal IqbalMike Bamber

Laura Xiao(1 Open Positions)

Satyam(3)

Sabrina Kennedy

GUA

MTO ISB HUA

ESP Mission

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

Incident Management

Problem Management

Change Management

Configuration ManagementService Level Management

Mars IS Service Management

Processes

Process Definition

SMART•Processes•Data•Tools

SMART•Processes•Data•Tools

SMART

IT Infrastructure Library (ITIL)

•Mars IS version of ITIL•Principles•Mars IS version of ITIL•Principles

Incident Management

Address DisruptionRestore Service

Service Level,Knowledge and ConfigurationManagement

Business Disruption

Problem Management

Identify Root CauseMonitor Resolution

What shall we do to stop this happening?

Change Management

Monitor Changes to Prevent Disruption

HELLO,we are performing a change.

OK?

Less Disru

ption

Let’simprove the

system

Quality Service

THE SUPPORT LIFECYCLEThe Support Lifecycle

Key Roles in ESP

AM: Emi Arashiro

AP: Laura Xiao

EU: Faisal Iqbal

ESP Regional Liasons

Global Process Leads

Global Process Leads

•Incident Management(Faisal Iqbal)

•Change Management(Jorge Sakaguchi)

•Problem Management(Henrique Maia)

•Configuration Management

(Henrique Maia)

•Knowledge Management

•MARS University(Jorge Sakaguchi)

•Critical Incident Management(Faisal Iqbal)

All Team Members

Functional & Technical Support

ESP Services

SMART Processes Consultancy, Governance and Training

Service Management Tools

ESP Services

SMART Processes and Tools Trainings

Support Workflow

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"

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

The Magic World

The “Magic World”

SMART Reporting Portal: www.smart_reporting.mars

• Scheduled reports based on existing templates• Updated automatically

Smart Reporting

ESP 2009 Projects• Magic Performance

ImprovementLead: Faisal Iqbal

• CMDB ImprovementLead: Henrique Maia

• New Processes Audit – Maturity assessment– Processes focused

Lead: SMART Processes Leads

• Ways of WorkingLead: Sabrina Kennedy

• Magic Survey ModuleLead: Emi Arashiro

• Smart Portal RenewalLead: Renato Mariano

• Whiteboard Targeted Notifications

Lead: Faisal Iqbal

• SLA Customisation Lead: Faisal Iqbal

• Agility Training ProgramLead: Allison Maguire

• SSA – SMART Stamp of Approval

Lead. Henrique Maia

• PWC AuditingLead: Jorge Sakaguchi