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ESP Team Presentation
Enabling Operational
Excellence
Operational
Excellence
ESP
Team
THE SUPPORT
Structure
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
Henrique Maia
Jorge Sakaguchi
Faisal Iqbal
Laura Xiao
Satyam
Emi Arashiro Sabrina Kennedy Mike Bamber(1 Open Positions)
(3)
Renato Mariano
GUA
MTO
ISB
HUA
ESP Mission
Enable MARS IS adherence to IT
Service Management Best
Practices through Global
Leadership and Consultancy
Mars IS Service
Management
Processes
Incident Management
Positively engaging customers in
the delivery of Process Improvement
activities
Problem Management
Change Management
Configuration Management
Service Level Management
Provide a portfolio of reliable and
supportable tools that integrate the
ITSM processes supporting the IT
Operational Excellence Strategy
Process Definition
SMART
•Processes
•Data
•Tools
SMART
IT Infrastructure
Library (ITIL)
•Mars IS version of ITIL
•Principles
The Support
THE
SUPPORTLifecycle
LIFECYCLE
Business Disruption
Quality Service
Incident Management
What shall we do to
stop this happening?
Address Disruption
Restore Service
Change Management
Monitor Changes to
Prevent Disruption
Service Level,
Knowledge and
Configuration
Management
Problem Management
Identify Root Cause
Monitor Resolution
Let’s
improve the
system
HELLO,
we are performing a change.
OK?
Key Roles in ESP
ESP Regional
Liasons
AM: Emi
Arashiro
AP: Laura Xiao
EU: Faisal
Iqbal
Functional &
Technical
Support
All Team
Members
Global Process Leads
•Incident Management
(Faisal Iqbal)
•Problem Management
(Henrique Maia)
Global Process
Leads Management
•Knowledge
•Critical Incident
•MARS University
Management
(Jorge Sakaguchi)
(Faisal Iqbal)
•Change Management
(Jorge Sakaguchi)
•Configuration
Management
(Henrique Maia)
ESP Services
SMART Processes
Consultancy, Governance
and Training
Service Management
Tools
ESP Services
SMART Processes and Tools Trainings
ESP Support Service
• Fulfillment requests
• Business Objects SMART
Universe Reporting
Support Workflow
End User
• 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
SMART FE
U1/U2
Sametime
“ESP SUPPORT”
E-mail
“ESP SUPPORT”
The
World
The Magic
“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
Smart
Reporting
The “Magic
World”
SMART Reporting Portal:
www.smart_reporting.mars
• Scheduled reports based on existing
templates
• Updated automatically
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
•
Whiteboard Targeted
Notifications
Lead: Faisal Iqbal
•
SLA Customisation
Lead: Faisal Iqbal
•
Agility Training
Program
Lead: Allison Maguire
•
• Ways of Working
Lead: Sabrina Kennedy
SSA – SMART Stamp of
Approval
Lead. Henrique Maia
• Magic Survey Module
Lead: Emi Arashiro
•
PWC Auditing
Lead: Jorge Sakaguchi
• Smart Portal Renewal