L’organisation d’un service informatique Jean-Luc Moles
Service INFORMATIQUE DSI: Directeur des Systèmes d’information CIO: Chief Information Officer Stratégie et Architecture Applications de gestion (Fonctions de l’entreprise) Applications techniques (Production, Engineering, R&D) Infrastructures Opérations, centre d’appels et support utilisateurs Sécurité Qualité Gestion de projets Supports: Finance, RH, Achats Page 2
Référentiels de gouvernance & Bonnes pratiques COBIT • •
Control OBjectives for Information and related Technologies Gouvernance générale des systèmes d’information
CMMI • •
Capability Maturity Model Integration Développement applicatif
ITIL • •
Information Technology Infrastructure Library Gestion des infrastructures
ISO/ICE ou CEI • •
International Standardization Organization International Electrotechnological Commission
ISO 27001 •
Système de management de la sécurité de l’information
eSCM • •
eSourcing Capability Model for client organizations Gestion de la relation client – fournisseur de services
Page 3
CIO Senior Staff Sam Senior VP & CIO
David
Mike
Mike
CVP & Director CIO PCS
VP & Director CIO SPS
CVP & Director Infrastructure
Maureen
Keith
CVP & Director CIO IESS
VP & Director CIO CGISS
Sanjay
Carol
Leslie
Senior Director BCS EIS
Acting CIO GTSS
CVP & Director IT Application Svcs.
Toby CVP & Director IT Strategy & Business Dev.
Bill Chief Information Security Officer
Diane Director Human Resources
Rick VP & Director Leadership, Learning & Performance
Rich
Julie
VP & Director Finance
VP & Director Finance - GAIN
smb 12Apr02
Infrastructure Leadership Vice President, Director, Global Infrastructure Solutions MIKE
DIRECTOR Midwest Region and Telecommunications WALT
DIRECTOR Asia Pacific Region and Wide Area Networks KEN
DIRECTOR eBusiness Applications Infrastructure & Global Client Engagement BOB
DIRECTOR Strategy and Business Initiatives AL
DIRECTOR
VICE PRESIDENT Architecture and Engineering Computing DAN
Western Region
DIRECTOR Global Computer Operations
DIRECTOR EMEA Region
BILL
SRI
JEAN-LUC MOLES
Page 5 Updated 20/02/02
EMEA IT Directors EMEA IT Directors Council
SECTORS
CORPORATE
PCS Manus McGonigle
GTSS Nicola Wood Maggi Dunn Mike Nolter
GIS Jean-Luc Moles
FSS Milt Rider
CGISS Carlo Selwat
BCS John Hargrave (FIN)
HRIS David Kirkwood
MIPS Lawrie Lee
IESS Tom Nallen (FIN)
SPS Michel Basse
TIGERS Jonathan Ferguson (GSS/GNPP)
Page 6
Jean-Luc Moles Sperry-Univac, Paris, Orléans (1976 – 1979) ITT-Comten, Toulouse (1979 – 1986)
Motorola, Toulouse, Sep 1986 – Feb 2008 • Manager Network France, Spain • Manager Network CHIEF • Manager Network BIG CHIEF • Manager GCT Voice & Data Telecommunications EMEA • Voice: Cable & Wireless and Global One, Data: BT-Concert • Geneva Telecom 95 and 99 Technical Project Manager
• Director Desktop Solutions EMEA (November 1999) • Director GIS EMEA (March 2001) • Director ITIS EMEA (April 2003) • Director B2B EMEA Account Relationship Management (June 2007) Page 7
Europe, Middle East & Africa Region
& & ! ! ! && & ! ! !! ! ! ! ! ! &&! & & ! ! & & ! ! & ! ! & ! & !
& & & !
& &
!
Page 8
Sites with GIS Presence Sites supported by GIS
EMEA Infrastructure Figures DESKTOP
HELPDESK
PCs 12,000
Swindon Calls/Month
12,000
150
Other HD Calls/Month
12,000
SMS/EDM Servers
36
MONET Tickets/Month
8,000
Exchange Servers
62
o/w WEB Placed Tickets
2,000
Email Mail Boxes 19,000
Desktop re calls %
75
Data Center re calls %
25
NT Domain Servers
150
File/Print Servers
DATA CENTERS Unix Servers
440
NT Servers
300
Extranet Pages/Month
1,600,000
VMS Servers
27
Intranet Pages/Month
300,000
Tandem
1
Databases >
200
B-to-B/EDI Xactions/M
1,300,000
Raw Storage TB
50
Middleware Adapters
17
Backed Up Data TB
19
Middleware Xactions/M
55,000
E-BUSINESS
Page 9
EMEA Infrastructure Figures
PMO
TELECOM (WIP)
DANTE reg. Projects
82
WAN / LAN
PABX Systems
37
PABX Extensions
14,000
Long Distance M min
13
Voice Mail Systems
30
WAN Circuits
118
WAN Routers
116
Voice Mail Boxes
9,000
WAN Accesses
72
Calling Cards / Cards
600
WAN Capacity Mbps
204
Calling Cards / Min
90,000
LAN Network Ports 41,000
AudioConferencing M Min
10
Ace Cards
2,500
Page 10
EMEA Infrastructure Budget In 000 USD Headcount
AH997 AC558 AC873 AC558 AC988 JD980 AH979 AH939 AH205 EMEA CS Desktop Helpdesk Lan Wan Voice CIT EDI Web Admin Total 50 117 11 0 13 10 3 3 10 19 236
Own Expenses EMEA Admin US Allocation - MM US Allocation Indirect
9,584 452 171 328
20,430 964 365
-302
-874 -407
10,234
20,479
Wave 1 reduction Wave 2 reduction
Total Budget
19 Admin Breakdown
DIR 1
HR 1
2,696 127 48
425 12,210 15,947 20 576 753 8 218 275
-589 -309
2,871
PMO 3
462 30
916 27 33
-286 -268
453 12,106 16,421
BO 10
444 29
-2,051 -984 0 473
491
976
FIN 4
Original: $ 73.8 M, Loaded: $ 64.5 M, Current: $ 61,8 M Page 11
63,114 2,979 1,128 328
64,514
EMEA Infrastructure Headcount Employees 216
260 250 240 230 220 210 200 190
Students
11
Contractors 39 Outsourcers 39
Motorolans
Total
305
Budgeted 2002 S Oct- N D J F M Apr- M J Jul- A ep- 01 ov- ec- an- eb- ar- 02 ay- un- 02 ug01 01 01 02 02 02 02 02 02
Page 12
236
September 2002 Jean-Luc Moles Carlo Mazur Finance
Debbie Robinson Strategic Initiatives FUSION Cost Reductions GAIN Special Projects
Andy Pickersgill Networks
Evelyne Gatumel HR
Ron Fox Desktop
Hermann Lagreze e-Business
Jose Cledera Data Centers
Edgar Dodds Client Engagement
Gordon MacKenzie Telecom Sourcing
Ron Fox UK & Ireland
Hermann Lagreze CIT
Bruno Leclezio Solutions
Brian Collins PMO
Marcello Damiani Voice
Campbell Kennedy North-West EMEA Services
Joerg Thal B2B
Thorsten Petersen Flensburg
Edgar Dodds AE/RAM/BIM
Uwe Ackermann Foundational
Thierry Vidal South-West EMEA Solutions
Markus Radons Internet & Web
Simon Ball East-Kilbride
David Milligan Business Office
Elie Hernandez WAN S.
Adrian Poesinger CEE & MEA
Rashmi Chotalia Swindon
Kelvin Gwilt Campus S.
Dougie MacPherson Helpdesk
Eric Maynadie Toulouse
Keith Downer NPI
Joern Klinckmann Berlin Page 13
EMEA Infrastructure - Programs OVERALL
NETWORKS
TELECOM
DESKTOP
MESSAGING
HELPDESK
DATA CENTERS
e-BUSINESS
FUSION
Andy Pickersgill Brian Teaz
Uwe Ackermann Diresh Salian
Marcello Damiani Bob Dalling
Campbell Kennedy Adrian Poesinger
Campbell Kennedy Edgar Dodds Adrian Poesinger
Jose Cledera Martin Hunt
Markus Radons Martin Hunt
ENGINEERING
Ron Fox Reinhard Preimesser
Chris Folland Israel Bachar
Wojciech Swiatek Olivier Lahaye
SITES
Ron Fox
Campbell Kennedy Matthias Machill Adrian Poesinger Guntram Christian Ernst Wojciech Parasczak Swiatek Sigurd Gaetjens
POLICIES & PROLIFERATION Computers & Peripherals Policies PC Redeployment Centralized PC Procurement Communication Devices & Services Cell Phones & Pagers Toll Free / 800 / Conferencing Remote Access DST
Andy Pickersgill
Campbell Kennedy Edgar Dodds Adrian Poesinger
ALLIANCE
Hermann Lagreze Andy Pickersgill
ASSET IMPAIRMENT
ORGANISATION EFFECTIVENESS GAIN
Olivier Lahaye Tom Moore Chris Folland
Debbie Robinson Brian Teaz
Campbell Kennedy Adrian Poesinger
Jean-Luc Moles Evelyne Gatumel Jean-Luc Moles Andy Pickersgill
Uwe Ackermann
Marcello Damiani
Adrian Poesinger
Andy Pickersgill
Andy Pickersgill Debbie Robinson Andy
Ron Fox
Campbell Kennedy Matthias Machill Adrian Poesinger Christian Parasczak Matthias Machill Adrian Poesinger Ron Fox
Ron Fox
Ron Fox
Andy Pickersgill
Pickersgill Debbie Robinson
Tom Moore Chris Folland
Thierry Vidal Olivier Aznar
Campbell Kennedy Adrian Poesinger
SW CONTRACT S
Adrian Poesinger
Jose Cledera Bruno Leclezio
Markus Radons
Ron Fox
Ron Fox Jose Cledera
Hermann Lagreze
Ron Fox
Ron Fox Jose Cledera
Hermann Lagreze
Infrastructure EMEA – Network Solutions
Andy Pickersgill Solutions
Debbie Robinson Voice Solutions
Marcello Damiani Voice Solutions
Bob Dalling Marice Comley Joel Daros Christine Hagusien Alan Flynn Karl Fischer Christof Kettner
Andy Pickersgill Network Solutions
Gordon Mackenzie Telecom Management
Uwe Ackermann Foundational Solutions
Philippe Le Pottier Hans-Peter Herzig Tim Mullins Jack Shields Derek Hare James Ransom
Eliseo Hernandez Wide Area Solutions
Michael Daeumling Andy Kniveton Philippe Rameau
Kelvin Gwilt Campus Solutions
Raymond Barber Peter Small Morgan Brownlie Cyril Guilbot Eric Chevau
Infrastructure EMEA - Desktop and Data Centers
EMEA Desktop & Data Centers Manager Ron Fox (EKB) EMEA Data Centers Manager
EMEA Help Desk
Jose Cledera (TLS)
Douglas Macpherson (EKB)
EMEA Desktop Solutions Manager Service Manager: South, West Thierry Vidal (TLS)
EMEA GIS Service Manager Service Manager: West , North Campbell Kennedy (TAU)
Service Manager: CEE & MEA
Service Manager: UK, Ireland
Adrian Poesinger (VIE)
Ron Fox (EKB)
Page 16
Infrastructure EMEA- Desktop South, West Service Manager: South, West EMEA Desktop Solutions Manager Thierry Vidal (TLS)
Service Manager: North France Solutions Manager: Enterprise Desktop Management John Petty (CAC)
Service Manager: South France & Switzerland Solutions Manager: Desktop Infrastructure Patrick Viargues (TLS) Marie-Christine Foucat (GVA) Edmond Decorzant (GVA)
Service Jean-Benoit Bigot (CAC) Fatma Soua (LUL) Sebastien Turpaud (VEL)
EMEA Desktop Infrastructure Team
EMEA Enterprise Desktop Management Team
Patrick Oros (TLS) Olivier Aznar (TLS) Steven Lynch (TLS)
John Hobson (SWI) Daniel Hopkins (TAU) Ken Chick (SQF) Service Manager: Spain & Portugal Marisa Gutierrez (MAD)
Desktop Projects / PMO Reinhard Preimesser (MUC)
Angelica Fernandez (MAD) Ignacio Salcedo (MAD) Ruth Berceruelo (MAD) Sabela Garcia (MAD) Alexandre Nabais (LIS) Helder Calisto (LIS)
Stephan Graf (MUC)
Page 17
Infrastructure EMEA - Desktop Service: West, North GIS Service Manager EMEA. Service Manager: West, North Campbell Kennedy (TAU)
Service Manager: Nordics, Baltics, Benelux Heidi Samuelsson (CPH)
Jack Hansen (CPH) Jonis El-Hessi (SOL) Nga-Neo Engstrom (SOL) Ken Reist (BRU)
Service Manager: Germany Solutions Manager: Messaging Matthias Machill (TAU)
Service
Thomas Brunner (MUC) Thorsten Petersen (FLE) Arne Cardel (FLE) Achim Kaestle (FLE) Karin Albrecht (FLE) Jan Jassman (FLE) Rudolf Torheiden (TAU) Wolfgang Heyne (TAU) Berthold Jung-Diefenbach (TAU) Mohammed Malik (TAU) Damian Zoch (TAU) Peter Frauenschuh (WIE) Andreas Uhmann Joachim Van Dijk (WIE) Page 18
EMEA Messaging Team
Norbert Wozu (BER) Norbert Durzynski (BER) Thomas Lewinsky (BER) Ronald Pawlik (BER) Andreas Wroblewski (BER)
Charles Murphy(EKB) Christian Parasczak(TLS) Sacha Simon(WIE) Chris Maynard(SWI) Douglas Lithgow(EKB) Robert Ruiz(LUL)
Infrastructure EMEA Desktop Service: CEE & MEA Service Manager: CEE & MEA Adrian Poesinger (VIE)
Service Manager: Austria, CE, Italy Adrian Poesinger (VIE) Reinhard Jebavy (VIE) Radek Pribyl (PRA) Konrad Turkowski (WAR) Adrian Munteanu (BUC) (ATH) (BUD) Andrey Philippov (MOS) Oleg Talypov (MOS) Agatino Pesce (MIL) Rodica Calin (MIL)
Service Manager: MEA Thomas Leen (DXB) Dhiresh Salian (DXB) Khaled Abd El-Aziz Mohamed El-Kady (CAI) (IST) Krishna Kumar (SAN) Eser Gokce Nazlican (DXB)
Page 19
Infrastructure EMEA Desktop Service: UK & Ireland Service Manager: UK, Ireland Ron Fox (EKB)
Service Manager: England, Ireland Ivor Paul (SWI)
Chris Kenward (SWI) Michael Hopkins (SWI) Stephen Chmiewliski (SWI) Jason Butterworth (SWI) Andrew Ford (SWI) Robbie Hancock (SWI) Paul Jones (SWI) Kevin Petchey (SWI) Hugh Prince (SWI) Peter Martin-Turner (STP2)
Service Manager: Scotland EMEA Help Desks Douglas Macpherson (EKB)
Adrian Luckins (BAS) Steven Camp (BAS) Jonathan Wilks (BAS) Colin Smith (MID) Kenneth Ahlquist (MID) Sarabjeet Sahans (STP1) Alex French (MID) Chris Phillipson (MID) Richard Brand (BAS) Hitan Jobanputra (MID) John Searle (MID)
Nicola Maclellan (EKB) Malcolm Colthart (SQF) Jacqui McGaw (EIN) EMEA Helpdesk Jeremy Prescott (SWI) Mark Darbyshire (SWI) Laura Mitchell (SWI) Kathy Small (SWI) Joachim Lampe (FLE) Thomas Petersen (FLE) Angela Schroeder (FLE) SPS (Outsourced)
Lloyd French (LOU) Andrew Chesterton (LOU) Page 20
Infrastructure EMEA Data Centers EMEA Data Centers Jose Cledera (TLS)
Flensburg Thorsten Petersen (FLE) Gerhard Paulsen (FLE) Holger Callsen (FLE) Jens Peters (FLE) Klaus Wentorp (FLE) Stephan Reinhold (FLE) Frank Jakobsen (FLE) Oliver Roeder (FLE)
Berlin Jörn Klinckmann (BER) Klaus Hustert (BER) Christine Arten-McWorther (TAU)
Scotland Simon Ball (EKB)
Swindon Rashmi Chotalia (SWI)
Donna Kennedy (EKB) Chris Devenport (EKB) Frank Devine (EKB) Gordon Nimmo (EKB) John Martin (EKB) Peter Smith (EKB) Rod Cameron (SQF) Jim Lee (SQF) Linda Strefford (SQF)
Simon Harris (SWI) Amer Jaroudi (SWI) Martin Kilb (SWI) Damian O'Hara (SWI)
Toulouse Eric Maynadie (TLS) Peter Boucher (TLS) Francoise Laffitte (TLS) Sylvain Moine (TLS) Dominique Delbos (TLS) Patrick Lartigau (TLS) Alain Pierre-Emile (TLS) EMEA Solutions Bruno Leclezio (TLS)
Richard Yarham (EIN) Martin Dean (EIN) Ross Muir (EIN) John Ricci (EIN) Richard Tsang (EIN) Ken Moore (EIN) Unni Thekkekuruvath (EIN) Page 21
Alan Dunn (EKB) Dougie Sharp (EKB) Hans-Peter Kiekuth ( SWI ) Faycal Bellagh ( TLS ) Palma Favaro ( TLS )
The EMEA eBusiness Team E-Business Hermann Lagreze (MUC)
Business to Business Joerg Thal (MUC)
Core Integration Team Hermann Lagreze (MUC)
Dave Cedio (TAU) Anselm Schomandl (MUC)
Franziska Kraus (MUC) Klaus Pfreundner (MUC)
Intranet & Web Solutions Markus Radons (BAS) Joachim Franke (TAU) Susanne Knapp (TAU) Kay Muehlena (TAU) Najeeb Mirza (BAS) Caroline Yap (BAS) Kim Rehnfeldt (STK) Linus Gustafsson (STK) Angela Hainey (EKB)
Page 22
Infrastructure EMEA - SUPPORT Client Engagement Edgar Dodds (EIN)
Customer Support
Organisation Support
Project Management Office
Edgar Dodds (EIN)
David Milligan (MUC)
Brian Collins (VIA)
Product Integration Keith Downer (MID)
Account Executives Edgar Dodds PCS: Edgar Dodds (EIN) GTSS: Ivor Paul (SWI) CGISS: David Milligan (MUC) BCS: Adrian Luckins (BAS) SPS: Brian Teaz (EKB) IESS: John Petty (PAR) CORP/Condo: Michael Barraclough(SWI) GSG : Adrian Poesinger (VIE) GCSO : Hermann Lagreze(MUN) LABs : John Petty (PAR)
Process Management Mark Vevers (SWI) Douglas Hill (EIN) Mary Cameron (EKB) Denise Aniello (EIN) Admin Anna Markefka (TAU) Carol Small (SWI) Jocelyn Humphries (MID) Information Delivery Richard Nuttall (SWI)
Brian Teaz (EKB) Martin Hunt (TLS)
Infrastructure EMEA - FINANCE FINANCE Carlo Mazur Basingstoke EMEA & Asia
Klaus Schneider Taunusstein
Tricia Chen Singapore
Monika Hartmann Francisco Garcia
Page 24
Yubin Wang China
Infrastructure EMEA - HR SUPPORT
HR Support Evelyne Gatumel Toulouse
