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Président de filière
Orateur
Sponsor
Administrateur itSMF
2
TITRE DE LA
PRESENTATION
Nom
Thibault Carrier - Osiatis
Nom et...
itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx
L’effet « Ripple » : l’outil au centre de tout
Un outil, mi...
itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx
Effet Ripple : La perte de maîtrise et ses effets
0%
50%
10...
itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx
La bonne approche : partir du client !
Les outils et les
pr...
itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx
Pour éviter de se faire diriger par l’outil
Il est nécessai...
itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx
Ancien
Outil
Production
Reprise de
données
Setup
Environnem...
itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx
Outils
Processus
Organisation
Personnes
Les freins à l’évol...
itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx
Alignement et maturité des processus
9
Doc.
existante
Forma...
itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx
Evolution de l’organisation : la structure de
l’IT
10
Organ...
itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx
Evolution de l’organisation : les personnes
11
Evolution de...
itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx
Conclusion
Le changement d’un outil par un progiciel de
ges...
itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx
Vos questions ?
…Nos réponses.
13
L’effet « Ripple » : l’outil au centre de tout
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L’effet « Ripple » : l’outil au centre de tout

  1. 1. Président de filière Orateur Sponsor Administrateur itSMF 2 TITRE DE LA PRESENTATION Nom Thibault Carrier - Osiatis Nom et Société
  2. 2. itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx L’effet « Ripple » : l’outil au centre de tout Un outil, mis en œuvre, devient le centre de l’univers de l’IT Les pratiques de l’IT se basent sur l’outil La structure organisationnelle de l’IT se calque sur l’outil Les mesures et objectifs se basent sur l’outil Les services fournis se basent sur l’outil Les processus de la qualité se basent sur l’outil
  3. 3. itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx Effet Ripple : La perte de maîtrise et ses effets 0% 50% 100% Evolution des coûts liés à la perte de maîtrise (estimation) 3 mois 1 an 1,5 an 2 ans 2,5 ans 3 ans 3,5 ans 4 ans6 mois Les documen- tations sont résumées sous forme de fiches et les guides sont relégués dans des armoires. Les formations sont essen- tiellement orales et basées sur les fiches. Certains champs de l’outil ne sont plus que partiel- lement utilisés. Les bases de données ne sont plus assez fiables pour être utilisées à 100% : on crée des systèmes génériques. Certains champs de l’outil sont dévoyés et ne servent plus à leur objectif d’origine. Les gestions de la capacité, dispo, continuité et sécurité ne sont plus alignées avec le métier. Certaines fonctions de l’outil sont dévoyées. L’outil impose sa manière de fonction- ner à tout l’IT. Les limitations de l’outil influencent les services fournis aux clients.
  4. 4. itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx La bonne approche : partir du client ! Les outils et les pratiques s’alignent L’IT se structure de manière à fournir les services Les mesures sont orientées vers les clients Les SLA, OLA et UC sont alignés sur les services Les processus sont alignés sur les services Le client et les services se replacent au centre de l’IT
  5. 5. itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx Pour éviter de se faire diriger par l’outil Il est nécessaire d’aborder la mise en œuvre d’un outil de service management comme étant un élément de l’élévation en maturité de l’IT. La mise en œuvre de l’outil est un bon prétexte pour pouvoir mettre en place les éléments qui manquaient jusque là : Les processus Les procédures (ou modes opératoires) La culture du client
  6. 6. itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx Ancien Outil Production Reprise de données Setup Environnement Paramétrage Migration vers un nouveau progiciel de Service Management Alignement et maturité des processus Gestion des incidents Gestion des niv. de serv. Gestion du catalogue Gestion des changements CMDB Gestion du portefeuille Gestion des évènements Gestion de la sécurité Déploiement & MEP Gestion de la disponibilité Gestion de la continuité Gestion de la capacité Reporting Evolution de l’organisation Identification des acteurs Evaluation des compétences Plan de formation Formations fonctionnelles & techniques Analyse de l’organisation Evaluation de l’objectif Plan de transition Définition des rôles Mise en œuvre de la nouvelle organisation Patrimoine documentaire Evolution des habitudes Lettres d’informations
  7. 7. itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx Outils Processus Organisation Personnes Les freins à l’évolution O B S T A C L E S Culture O B S T A C L E S Peurs O B S T A C L E S Compétences O B S T A C L E S Confusions
  8. 8. itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx Alignement et maturité des processus 9 Doc. existante Formalisation du processus Pratiques ITIL Règles de gestion exprimées Pratiques découvertes Processus formalisé prenant en compte les spécificités existantes
  9. 9. itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx Evolution de l’organisation : la structure de l’IT 10 Organisation existante Formalisation de la nouvelle organisation Pratiques ITIL Règles de gestion particulières Spécificités du client SLA OLA UCOffresSLR L’organisation à mettre en place au fil du temps
  10. 10. itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx Evolution de l’organisation : les personnes 11 Evolution des personnels Rôles ITIL Fiches de postes Spécificités du client Processus formalisés Analyse des écarts de compétences Fiches de postes Plan de formation Nominations
  11. 11. itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx Conclusion Le changement d’un outil par un progiciel de gestion de service n’est pas anodin ! Garder à l’esprit les 3 règles du Système d’Information : L’informatique évolue L’informatique est un outil Ce sont les clients qui financent l’informatique 12
  12. 12. itSMF2012-Thibault Carrier-Reengineering des processus-V2.pptx Vos questions ? …Nos réponses. 13

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