Service management
Service management
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Résumé
Better visibility, improved management and reduction of monthly downtime are the main benefits recorded by Givaudan after d²X Expertise intervention.

Context

Givaudan is the world's leader of aromas and perfumes (25% of the world's market).

Historically, the infrastructures' organisation is based on technological silos, and operated in "pioneer" mode with technological heroes.

Moreover, the board is complaining about a poorly "extensible" model, about gaps on the notions of Added value and Budget forecast, and is disappointed by the many ITIL® initiatives or project management which have never succeeded.

Mission

The intervention took place in several stages :

  • assessment of service,
  • identification et definition of the actual «services»,
  • design of the organisation of target services,
  • change roadmap,
  • management of transformation (organisation, process, technical transformation).

Issues & Goals

MEstablish a management of the infrastructures which allows to transform uncontrolled practices (impact of changes, lack of KPI, cost management) into a structured approach :

  • organisation (Infra / Applications),
  • process (incidents, problem, change, request),
  • references (CMS/CMDB, catalogue of requests...

...and integrated to the methodology of the firm's project management.

Benefits

The resultats are :

  1. Better visibility of datacentre activities,
  2. Significant improvement of relations between the world of production and the applicative skills centres and business,
  3. Improved management by the implementation of simple tools (unique console, and capacity metering tool),
  4. Reduction of monthly downtime with better management of the side effects.
 

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