sanofi’s journey to service resolution

© Copyright 3/17/2015 BMC Software, Inc1

SANOFI

Service Resolution Smartflow

Maxence Nhouyvanisvong

Service Resolution Implementation | October 2014


Agenda

1. IntroductionIntroducing SANOFI – One IS – GIS

2. Service Resolution SmartflowLife before and after

3. Improving Problem Management IRIS principles

4. FutureMaturing 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 – BSM Solution Center


Service Resolution SmartflowTrueSight 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


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 resolved39,500/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

Normalized events 254 500 530 600 656

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

TrueSight servers 7 7 9 11 13

Monitored Servers +3 000(25%)

+6 000(50%)

7871 (54%)

10500 (78%)

13500(90%)

URL 200 500 650 1200 1267

Processes/Services 1100 3300 3800 7000 8000

Application Logs 85 340 450 800 850

Transactions (TMART) - 33 48 100

Network Equipment +1 000 +5 000 8260 9600 12000


Service Resolution SmartflowLevel 2 Implementation


Service Resolution Implementation (objective)


Level 1 – Event Incident

Event Incident

Event Incident

EventIncident

Event

InfrastructureIncident

Config Item

Event

Level 2 – Infrastructure Incident


Level 3 – Application and Service Aware Incidents

Travel Services

Event

Email Services

ConfigItem

Banking Services

MTTR

Impact Incident

Impact Incident

Causal Incident

Banking Services Travel Services Email Services

Impact Incident


Service Resolution Implementation at Level 2

Level 3Level 2


Service Resolution Implementation at Level 2


Service Resolution Level 2 Implementation


From detected Event to Incident Registration

SummaryNotes

CIImpact/Urgency

Work Info


Improving Problem Management Knowledge Base


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)

In 2012 In 2014 (with IRIS project)


IRIS: From detected Event to Incident Resolution


IRIS : where we are


FutureRoadmap


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:

• Recent reorganization of OneIS

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


Call

ToAction

While at Engage, please visit:

Smartflow Solutions Pod for a demoMon-Wed – Between Sessions

Smartflow Solutions SR LabTuesday 1 – 2pm

Evening With The ExpertsTues 7 – 10pm

Focus Groups to get ideas from Peers“How well do I Drive?” – Tues 4-5pm

Application Rationalization – Wed 2-3pm

Smartflows Solutions Overview Session to learn more about what’s coming

Thurs 12 – 1pm


Thank You.

[email protected]

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sanofi’s journey to service resolution

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