L organisation d un. Jean-Luc Moles

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1 L organisation d un service informatique Jean-Luc Moles

2 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

3 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 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

4 CIO Senior Staff Sam Senior VP & CIO David CVP & Director CIO PCS Mike VP & Director CIO SPS Mike CVP & Director Infrastructure Maureen CVP & Director CIO IESS Keith VP & Director CIO CGISS Toby CVP & Director IT Strategy & Business Dev. Sanjay Senior Director BCS EIS Carol Acting CIO GTSS Leslie CVP & Director IT Application Svcs. Bill Chief Information Security Officer Diane Director Human Resources Rick VP & Director Leadership, Learning & Performance Rich VP & Director Finance Julie VP & Director Finance - GAIN smb 12Apr02

5 Infrastructure Leadership Vice President, Director, Global Infrastructure Solutions MIKE DIRECTOR Midwest Region and Telecommunications WALT DIRECTOR ebusiness Applications Infrastructure & Global Client Engagement BOB DIRECTOR Strategy and Business Initiatives AL VICE PRESIDENT Architecture and Engineering Computing DAN DIRECTOR Asia Pacific Region and Wide Area Networks DIRECTOR Western Region DIRECTOR Global Computer Operations DIRECTOR EMEA Region KEN BILL SRI JEAN-LUC MOLES Page 5 Updated 20/02/02

6 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

7 Jean-Luc Moles Sperry-Univac, Paris, Orléans ( ) ITT-Comten, Toulouse ( ) 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

8 Europe, Middle East & Africa Region! &!!! &!! &!!!!! &! &! &!!! &! &! &!! &! &! & & & & &! Page 8 Sites with GIS Presence Sites supported by GIS

9 EMEA Infrastructure Figures DESKTOP PCs 12,000 NT Domain Servers 150 File/Print Servers 150 SMS/EDM Servers 36 Exchange Servers 62 Mail Boxes 19,000 DATA CENTERS Unix Servers 440 NT Servers 300 VMS Servers 27 Tandem 1 Databases > 200 Raw Storage TB 50 Backed Up Data TB 19 HELPDESK Swindon Calls/Month 12,000 Other HD Calls/Month 12,000 MONET Tickets/Month 8,000 o/w WEB Placed Tickets 2,000 Desktop re calls % 75 Data Center re calls % 25 E-BUSINESS Extranet Pages/Month 1,600,000 Intranet Pages/Month 300,000 B-to-B/EDI Xactions/M 1,300,000 Middleware Adapters 17 Middleware Xactions/M 55,000 Page 9

10 EMEA Infrastructure Figures PMO DANTE reg. Projects 82 WAN / LAN WAN Circuits 118 WAN Routers 116 WAN Accesses 72 WAN Capacity Mbps 204 LAN Network Ports 41,000 TELECOM (WIP) PABX Systems 37 PABX Extensions 14,000 Long Distance M min 13 Voice Mail Systems 30 Voice Mail Boxes 9,000 Calling Cards / Cards 600 Calling Cards / Min 90,000 AudioConferencing M Min 10 Ace Cards 2,500 Page 10

11 EMEA Infrastructure Budget AH997 AC558 AC873 AC558 AC988 JD980 AH979 AH939 AH205 EMEA In 000 USD CS Desktop Helpdesk Lan Wan Voice CIT EDI Web Admin Total Headcount Own Expenses 9,584 20,430 2, ,210 15, ,114 EMEA Admin ,979 US Allocation - MM ,128 US Allocation Indirect Wave 1 reduction ,051 Wave 2 reduction Total Budget 10,234 20,479 2, ,106 16, , Admin Breakdown DIR 1 HR 1 PMO 3 BO 10 FIN 4 Original: $ 73.8 M, Loaded: $ 64.5 M, Current: $ 61,8 M Page 11

12 EMEA Infrastructure Headcount S ep- 01 Oct- 01 N ov- 01 D ec- 01 J an- 02 F eb- 02 M ar- 02 Apr- 02 M ay- 02 J un- 02 Jul- 02 A ug- 02 Motorolans Employees 216 Students 11 Contractors 39 Outsourcers 39 Total 305 Budgeted Page 12

13 September 2002 Jean-Luc Moles Carlo Mazur Finance Evelyne Gatumel HR Debbie Robinson Strategic Initiatives Andy Pickersgill Networks Ron Fox Desktop Hermann Lagreze e-business Jose Cledera Data Centers Edgar Dodds Client Engagement FUSION Cost Reductions GAIN Special Projects 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

14 EMEA Infrastructure - Programs FUSION ENGINEERING SITES OVERALL NETWORKS TELECOM DESKTOP MESSAGING HELPDESK DATA CENTERS Andy Pickersgill Brian Teaz Ron Fox Reinhard Preimesser Ron Fox Uwe Ackermann Diresh Salian Marcello Damiani Bob Dalling Campbell Kennedy Adrian Poesinger Olivier Lahaye Tom Moore Chris Folland Campbell Kennedy Matthias Machill Adrian Poesinger Christian Guntram Ernst Parasczak Wojciech Swiatek Sigurd Gaetjens Campbell Kennedy Edgar Dodds Adrian Poesinger Chris Folland Israel Bachar Jose Cledera Martin Hunt Wojciech Swiatek Olivier Lahaye e-business Markus Radons Martin Hunt SW CONTRACT S Tom Moore Chris Folland POLICIES & PROLIFERATION Computers & Peripherals Policies PC Redeployment Centralized PC Procurement Communication Devices & Services Cell Phones & Pagers Toll Free / 800 / Conferencing Remote Access DST ALLIANCE ASSET IMPAIRMENT ORGANISATION EFFECTIVENESS GAIN Andy Pickersgill Campbell Kennedy Adrian Poesinger Hermann Lagreze Andy Pickersgill Jean-Luc Moles Evelyne Gatumel Jean-Luc Moles Andy Pickersgill Uwe Ackermann Andy Pickersgill Andy Pickersgill Debbie Robinson Brian Teaz Marcello Damiani Andy Pickersgill Debbie Robinson Andy Pickersgill Debbie Robinson Thierry Vidal Olivier Aznar Campbell Kennedy Adrian Poesinger Adrian Poesinger Campbell Kennedy Matthias Machill Adrian Poesinger Christian Parasczak Matthias Machill Adrian Campbell Kennedy Edgar Dodds Adrian Poesinger Adrian Poesinger Jose Cledera Bruno Leclezio Ron Fox Poesinger Ron Fox Ron Fox Ron Fox Jose Cledera Ron Fox Ron Fox Ron Fox Ron Fox Jose Cledera Markus Radons Hermann Lagreze Hermann Lagreze

15 Infrastructure EMEA Network Solutions Andy Pickersgill Solutions Debbie Robinson Voice Solutions Andy Pickersgill Network Solutions Marcello Damiani Voice Solutions Gordon Mackenzie Telecom Management Uwe Ackermann Foundational Solutions Eliseo Hernandez Wide Area Solutions Kelvin Gwilt Campus Solutions Bob Dalling Marice Comley Joel Daros Christine Hagusien Alan Flynn Karl Fischer Christof Kettner Philippe Le Pottier Hans-Peter Herzig Tim Mullins Jack Shields Derek Hare James Ransom Michael Daeumling Andy Kniveton Philippe Rameau Raymond Barber Peter Small Morgan Brownlie Cyril Guilbot Eric Chevau

16 Infrastructure EMEA - Desktop and Data Centers EMEA Desktop & Data Centers Manager Ron Fox (EKB) EMEA Data Centers Manager Jose Cledera (TLS) EMEA Help Desk Douglas Macpherson (EKB) EMEA Desktop Solutions Manager Service Manager: South, West Thierry Vidal (TLS) Service Manager: CEE & MEA Adrian Poesinger (VIE) EMEA GIS Service Manager Service Manager: West, North Campbell Kennedy (TAU) Service Manager: UK, Ireland Ron Fox (EKB) Page 16

17 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) Service Jean-Benoit Bigot (CAC) Fatma Soua (LUL) Sebastien Turpaud (VEL) EMEA Enterprise Desktop Management Team John Hobson (SWI) Daniel Hopkins (TAU) Ken Chick (SQF) Service Manager: Spain & Portugal Marisa Gutierrez (MAD) Marie-Christine Foucat (GVA) Edmond Decorzant (GVA) EMEA Desktop Infrastructure Team Patrick Oros (TLS) Olivier Aznar (TLS) Steven Lynch (TLS) 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

18 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) Service Manager: Germany Solutions Manager: Messaging Matthias Machill (TAU) Jack Hansen (CPH) Jonis El-Hessi (SOL) Nga-Neo Engstrom (SOL) Ken Reist (BRU) Service Thomas Brunner (MUC) Thorsten Petersen (FLE) Arne Cardel (FLE) Achim Kaestle (FLE) Karin Albrecht (FLE) Jan Jassman (FLE) Norbert Wozu (BER) Norbert Durzynski (BER) Thomas Lewinsky (BER) Ronald Pawlik (BER) Andreas Wroblewski (BER) EMEA Messaging Team Charles Murphy(EKB) Christian Parasczak(TLS) Sacha Simon(WIE) Chris Maynard(SWI) Douglas Lithgow(EKB) Robert Ruiz(LUL) 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

19 Infrastructure EMEA Desktop Service: CEE & MEA Service Manager: CEE & MEA Adrian Poesinger (VIE) Service Manager: Austria, CE, Italy Adrian Poesinger (VIE) Service Manager: MEA Thomas Leen (DXB) 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) Dhiresh Salian (DXB) Khaled Abd El-Aziz Mohamed El-Kady (CAI) (IST) Krishna Kumar (SAN) Eser Gokce Nazlican (DXB) Page 19

20 Infrastructure EMEA Desktop Service: UK & Ireland Service Manager: UK, Ireland Ron Fox (EKB) Service Manager: England, Ireland Ivor Paul (SWI) Service Manager: Scotland EMEA Help Desks Douglas Macpherson (EKB) 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) 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) Lloyd French (LOU) Andrew Chesterton (LOU) 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) Page 20

21 Infrastructure EMEA Data Centers EMEA Data Centers Jose Cledera (TLS) Flensburg Thorsten Petersen (FLE) Scotland Simon Ball (EKB) Swindon Rashmi Chotalia (SWI) Toulouse Eric Maynadie (TLS) 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) 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) Richard Yarham (EIN) Martin Dean (EIN) Ross Muir (EIN) John Ricci (EIN) Richard Tsang (EIN) Ken Moore (EIN) Unni Thekkekuruvath (EIN) Simon Harris (SWI) Amer Jaroudi (SWI) Martin Kilb (SWI) Damian O'Hara (SWI) Peter Boucher (TLS) Francoise Laffitte (TLS) Sylvain Moine (TLS) Dominique Delbos (TLS) Patrick Lartigau (TLS) Alain Pierre-Emile (TLS) EMEA Solutions Bruno Leclezio (TLS) Alan Dunn (EKB) Dougie Sharp (EKB) Hans-Peter Kiekuth ( SWI ) Faycal Bellagh ( TLS ) Palma Favaro ( TLS ) Page 21

22 The EMEA ebusiness Team E-Business Hermann Lagreze (MUC) Business to Business Joerg Thal (MUC) Core Integration Team Hermann Lagreze (MUC) Intranet & Web Solutions Markus Radons (BAS) Dave Cedio (TAU) Anselm Schomandl (MUC) Franziska Kraus (MUC) Klaus Pfreundner (MUC) 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

23 Infrastructure EMEA - SUPPORT Client Engagement Edgar Dodds (EIN) Customer Support Edgar Dodds (EIN) Organisation Support David Milligan (MUC) Project Management Office Brian Collins (VIA) Product Integration Keith Downer (MID) Account Executives Edgar Dodds Process Management Mark Vevers (SWI) Brian Teaz (EKB) Martin Hunt (TLS) PCS: Edgar Dodds (EIN) GTSS: Ivor Paul (SWI) Douglas Hill (EIN) Mary Cameron (EKB) Denise Aniello (EIN) CGISS: David Milligan (MUC) Admin BCS: Adrian Luckins (BAS) SPS: Brian Teaz (EKB) Anna Markefka (TAU) Carol Small (SWI) Jocelyn Humphries (MID) IESS: John Petty (PAR) CORP/Condo: Michael Barraclough(SWI) Information Delivery Richard Nuttall (SWI) GSG : Adrian Poesinger (VIE) GCSO : Hermann Lagreze(MUN) LABs : John Petty (PAR)

24 Infrastructure EMEA - FINANCE FINANCE Carlo Mazur Basingstoke EMEA & Asia Klaus Schneider Taunusstein Tricia Chen Singapore Yubin Wang China Monika Hartmann Francisco Garcia Page 24

25 Infrastructure EMEA - HR SUPPORT HR Support Evelyne Gatumel Toulouse

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