Un concetto di IT System Management in ambienti internazionali L'adozione di NetEye e EriZone a livello mondiale presso CAME Group

Transcription

1 Un concetto di IT System in ambienti internazionali L'adozione di NetEye e EriZone a livello mondiale presso CAME Group Georg Kostner, Product Manager NetEye and EriZone Cristiano Bedin, ICT Manager CAME Group 4/15/2014 1

2 IT Service as strategic company asset Budget adherence involves optimizing the use of available funds and avoiding unnecessary expenditures Growth and value involves tracking revenue growth against investment and utilization Risk impact involves identifying and evaluating the consequences of risks taken or avoided Communication effectiveness involves examining customer feedback and gauging customer satisfaction and awareness 4/15/2014 2

3 IT Service IT Service becomes a strategic business asset if it represents set of specific organizational skills that are used to generate added value for customers through IT Services Providers of IT services can no longer afford to focus on technology and their internal organization; they now have to consider the quality of the services they provide and focus on the relationship with customers 4/15/2014 3

4 The continuous service improvement People Process Partner Customer satisfaction Services Products Process DO Technology PLAN CHECK ACT 4

5 Ready for the future the challenges The fast and dynamic evolving of the global business is demanding a more flexible and quick adaption of the IT services to answer to the new business needs Time Zone Skills Languages Complexity - Distribution 4/15/2014 5

6 CAME Group much more than just a group of companies From the days of simply powering gates, and thanks to the organization s remarkable flexibility, Came products are now much more than that; they can seamlessly blend into a global, evolved concept, that is, coordinating anything that can be automated indoors and outdoors of homes and businesses, in any urban, even large, venue. Invented the first ever retractable bollards! Today the company is the main player when it comes to access control and urban furnishing solutions. It also provides a full range of solutions for traffic and security of public and private premises and sensitive installations. Makers of high-quality, high-tech products such as video intercoms, homeautomation operators, temperature controls, security systems and LED lighting products. 4/15/2014 6

7 CAME Group much more than just a group of companies Came Consulting specializes in providing consulting services for IT, finance, legal, administration and process management. Came has always been customer oriented. To do this it has created a full service technical assistance unit for installers, which is beneficial also to the end users of Came Group s products. Is an outfit dedicated to researching and developing new access-control and parking-facility management products. 4/15/2014 7

8 Figures that count 4/15/2014 8

9 International locations 4/15/2014 9

10 Came as Milan 2015 Expo Official partner 4/15/

11 The IT situation at Came IN THE PAST: Till 2009 IT was considered not strategic Every company of the group has its own local IT department No shared service BIG BANG: September 2009 The SAP project starts in Italy (first shared service) Realization of a new m 2 logistics center IT reports directly to the CEO (ERP and ICT are independent) 4/15/

12 The new IT organization THE TARGETS: Acquire the group governance through the It service standardization A unique distributed IT department for the CAME Group STEPS: BPT acquisition - December 2011 Complete control of Came France, Came UK, Came Poland, Came Germany /15/

13 The NetEye implementation STRATEGY System Governance (LAN/WAN, Server Farm, Storage, facilities) IT SERVICES Some examples SAP (Exchange) Unified communication (CUCM, CUCC, Cisco Jabber) Wi-Fi (Cisco wireless controllers) Videoconference (Cisco Telepresence) Mobile device management 4/15/

14 Trend of the customers managed by the IT IT employees IT Customers Jan-09 Jan-10 Jan-11 Jan-12 Jan-13 4/15/

15 Goals reached by the installation of NetEye System governance (LAN/WAN, Server Farm, Storage, facilities) Performance Monitoring Asset and inventory management Network Discovery Contract Service desk Ticketing Business Service 4/15/

16 Proactive monitoring 4/15/

17 IT service desk in the past Incident service ICT Incidents on the ERP 2 internal level Assistance by the external provider Limits: No communication with the local site support ICT No SPOC No measurements No SLA end-to-end No NetEye business integration No change management process 4/15/

18 EriZone project steps PHASE 1 ITIL v.3 training Workshop for project start-up with the process owner definition Prototype system configuration and implementation Presentation of the results to the process owner System configuration Data migration from GLPI (CAMEGROUP) e to the custom ticketing system (BPT). PHASE 2 PHASE 3 Training for the agents Service catalogue definition Ticket categorization Access management implementation Event integration (NetEye) Business Process interface (NetEye) Change process definition 4/15/

19 3 Level 2 Level Escalation 1 Level Incident with EriZone SPOC EriZone web portal(*) (all CAMEGROUP users) Local Support CAME-FR Local Support CAME-UK Local Support CAME-RU Human Resource Service Desk CAMEGROUP (worldwide) (Mon-Fri) Access mgmt authorization Application Technical IT Operations External providers 4/15/

20 Measured KPIs by EriZone Total and company volumes Total managed Tickets Ticket / day Ticket/use Phone calls % Ticket per Azienda % Utenti per Azienda Ticket / Utente per Azienda 4/15/

21 Cisco UCCX and SAP CRM branch office Real User Experience (FR,UK,IT) Monitoring systems

22 Customer satisfaction with User Experience Active monitoring: checks the availability and the reliability of the services through intelligent robotic systems that emulate the user interactions Generic Application Web Automation Passive monitoring: measures the response time of user transaction by analyzing the communication flow and registering the KPIs (no trace, no debug, no performance impact)

23 End User satisfaction measurement in a global environment Monitoring systems

24 Al exa integration with the monitoring systems Thanks to the artificial vision, Al'exa is able to execute automatic test case recognizing the application objects and registering the performance data that can be integrated into the monitoring systems Monitoring systems Al exa virtual machine

25 Test case creation with Al exa IDE Automatic test for every applications Test for every application (Terminal server, SAP, Citrix ) Wizard for the test case creation Complex check logic thanks to the integration with Python

26 NetEye integrated with ntop Key Performance Indicator provided by nprobe Real User Experience monitoring Measures the response time of each user transaction by analyzing the network communication. Protocols: HTTP, HTTPS SMTP, IMAP, POP DNS Generic TCP (RDP, Citrix, ) Client network latency Server network latency Key Performance Indicators: Application server latency Client network latency Server network Client latency load time Application server latency Throughput (kbyte/sec) TCP retransmissions SMTPS, IMAPs, POPs [beta] SAP [beta] MS SharePoint [beta, x-header] TCP retransmissions TCP fragmented Transmitted bytes Download time Impacted Transmitted users packets Closed Client Receive Window Closed Server Receive Window

27 Real User Experience Dashboard

28 Real User Experience Monitoring Event Asset Request Fulfillment Syslog Problem Change Security Incident Service Catalogue Network Traffic Monitoring Availability Access Configuration Distributed Monitoring Knowledge Capacity Service Level

29 CMDB IT Service RFC Service Desk Incident MGMT Problem Problem MGMT Change MGMT SLA SLA KPI Incident CI #A CI #B CI #C CI #D Service catalog Service A SLA Service B SLA Service C SLA Business Process A Business Process B Business Process C Security Network Systems Application RUE End to end Facility Thresholds Thresholds Thresholds Thresholds Thresholds Thresholds Thresholds Monitoring & Event 4/15/

30 The Open Source advantages Flexibility and freedom of innovation Reliable high level solutions Potentialities and flexibility of the technology Quick innovation

31 Grazie per la Vostra attenzione!