Audit ITIL V3 Recommandation

Citation preview

AIRBUS OIVW ITIL Assessment

March 2007

ITIL recommendation Versions : Version 1.6 09/03/2007 (Updated version after the assessment of the Spanish Natco)

Author : Antoine Gendron Senior Consultant [email protected] 1

Introduction Modification of the document Main modifications which have been implemented in the document after the meeting of the 2 February 2007 are the following : Subject

Modifications

General

Synthesis of the Natco Gaps Recommendations to apply the Natco gaps

General General General

General General Incident Management

Problem Management Problem Management Configuration Management

Commentary

Detail of all actions to reach the level 5 More detailed explanation when Airbus failed to a maturity level (Mandatory questions, bad scoring) Remedy to be replaced by "Service Management tool"

Proposition of an action plan for the main recommendations : - Which recommendations ? - Who, When, How ?

Synthesis

To be done with OIVW responsibles (F. Schyn, T. Chaput...). All activities have to be listed for each recommendations : it would be a new job to get a detailed action plan.

Page 53 Last page of each process and page 51 First and last page of each process All the document

Global action plan (page 54, 55)

Clarification of the Scope

First page of all processes

CAD-CAM : example to be deleted

16 Problem Management could be implemented within OIVW and a level 2 pilot scope : responsibilities could be detailed for this pilot scope.

Responsibilities of Problem Management to be detailed WPM3 : There is a PM procedure. WPM3 has to be modified. WCONF6 : to be explained (link with databases). Explain the scope of the CMDB to be ITIL compliant : Relationships between CIs to be detailed.

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AIRBUS _ OIVW ITIL ASSESSMENT

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Introduction Modification of the document Main modifications which have been implemented in the document after the meeting of the 2 February 2007 are the following : Subject Change Management Change Management Change Management Change Management Change Management

Service Level Management Service Level Management Service Level Management

Modifications There is a change coordinator for German scope (Marek Wulf). How should be managed the transnational CAB ?

Commentary

38 39

A list of standard changes should be How to manage standard changes? define for the OIVW scope Change calendar : to be substituted by change schedule Process to be checked : there is a change management Procedure sent by Guillaume Legros procedure the 7/02/2007 RSLM1 : The team which manages the Service Catalog is not enough coordinated with the Service Level Manager (eg : Manager of Helpdesk Service Line for OIVW) RSLM2 : which added value for OIVW ? RSLM3 : Airbus does not have “end to end Service Management".

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39 39 40

48

Recommendation deleted

AIRBUS _ OIVW ITIL ASSESSMENT

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Introduction Goal of the meeting Goal of the meeting

 The goal of the meeting is to introduce the recommendation stage of the OIVW ITIL assessment.  The first stage, AS IS assessment, has been introduced the 16th January 2007.  The recommendations have been introduced the 2nd February 2007.

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AIRBUS _ OIVW ITIL ASSESSMENT

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Introduction

Recommendations are analyzed in the following ways :

 Quick Wins or not  Levers to implement the recommendation : LEVERS Communication  change

 Training change Organ