ESP Team Presentation

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ESP Team Presentation
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Enabling Operational Excellence
Drive development thru technology
Optimum delivery of IT Services
User Self-Sufficiency
Proactive Problem Management
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THE SUPPORT LIFECYCLE
ESP Team Structure
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
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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
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Process Definition

• SMART
• Processes
• Data
• Tools

SMART

• Mars IS version of ITIL
• Principles

IT Infrastructure Library (ITIL)
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THE SUPPORT LIFECYCLE
The Support Lifecycle
Incident Management Address Disruption Restore
Service
Service Level, Knowledge and Configuration Manage
ment
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Key Roles in ESP
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ESP Services
SMART Processes Consultancy, Governance and
Training
Service Management Tools
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ESP Services
SMART Processes and Tools Trainings
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ESP Support Service

• 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
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The Magic World
The Magic World

• 3 Environments (Production, Development and
  Test/Training)
• 33 Serves (Citrix, Application, Services and DB)
• Whats 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

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The Magic World
Smart Reporting

• SMART Reporting Portal www.smart_reporting.mars
• Scheduled reports based on existing templates
• Updated automatically

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ESP 2009 Projects

• 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

• 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