L’organisation d’un service informatiqueservice informatique
Jean-Luc Moles
Service INFORMATIQUE
DSI: Directeur des Syst èmes d ’information
CIO: Chief Information Officer
Stratégie et Architecture
Applications de gestion (Fonctions de l ’entreprise)
Applications techniques (Production, Engineering, R &D)
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Applications techniques (Production, Engineering, R &D)
Infrastructures
Opérations, centre d ’appels et support utilisateurs
Sécurit é
Qualit é
Gestion de projets
Supports: Finance, RH, Achats
Référentiels de gouvernance & Bonnes pratiques
COBIT• Control OBjectives for Information and related Tech nologies• Gouvernance g énérale des syst èmes d ’information
CMMI• Capability Maturity Model Integration• Développement applicatif
ITIL• Information Technology Infrastructure Library• Gestion des infrastructures
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• Gestion des infrastructures
ISO/ICE ou CEI• International Standardization Organization• International Electrotechnological Commission
ISO 27001• Système de management de la s écurit é de l ’information
eSCM• eSourcing Capability Model for client organizations• Gestion de la relation client – fournisseur de services
SamSenior VP & CIO
MikeVP & Director
CIO SPS
TobyCVP & DirectorIT Strategy &
Business Dev.
DavidCVP & Director
CIO PCS
KeithVP & Director
CIO CGISS
MaureenCVP & Director
CIO IESS
MikeCVP & DirectorInfrastructure
CIO Senior StaffCIO Senior Staff
RichVP & Director
Finance
CarolActing
CIO GTSS
Sanjay Senior Director
BCS EIS
DianeDirector
Human Resources
RickVP & Director
Leadership, Learning& Performance
BillChief InformationSecurity Officer
smb 12Apr02
Leslie CVP & Director
IT Application Svcs.
JulieVP & Director
Finance - GAIN
DIRECTORMidwest Region
and Telecommunications
DIRECTOR eBusiness Applications Infrastructure & Global
DIRECTORStrategy and Business
Initiatives
Vice President,Director,
Global InfrastructureSolutionsMIKE
VICE PRESIDENT Architecture and Engineering
Infrastructure Leadership
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and Telecommunications
WALT
Infrastructure & Global Client Engagement
BOB
DIRECTORGlobal Computer
Operations
SRI
Initiatives
AL
DIRECTORAsia Pacific Region
and Wide Area Networks
KEN
DIRECTOR
Western Region
BILL
DIRECTOR
EMEA Region
JEAN-LUC MOLES
Engineering Computing DAN
Updated
20/02/02
EMEA IT Directors
PCSManus McGonigle
GTSS Nicola WoodMaggi Dunn
SECTORS
GISJean-Luc Moles
FSSMilt Rider
CORPORATE
EMEAIT Directors
Council
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Maggi DunnMike Nolter
CGISSCarlo Selwat
BCSJohn Hargrave
(FIN)
IESSTom Nallen
(FIN)
SPSMichel Basse
HRISDavid Kirkwood
MIPSLawrie Lee
TIGERSJonathan Ferguson
(GSS/GNPP)
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
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• Manager GCT Voice & Data Telecommunications EMEA• Voice: Cable & Wireless and Global One, Data: BT-Co ncert
• 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)
Europe, Middle East & Africa Region
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&
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Sites with GIS PresenceSites supported by GIS
EMEA Infrastructure Figures
DESKTOPPCs 12,000
NT Domain Servers 150
File/Print Servers 150
SMS/EDM Servers 36
Exchange Servers 62
Email Mail Boxes 19,000
HELPDESKSwindon 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
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DATA CENTERSUnix Servers 440
NT Servers 300
VMS Servers 27
Tandem 1
Databases > 200
Raw Storage TB 50
Backed Up Data TB 19
Data Center re calls % 25
E-BUSINESSExtranet 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
EMEA Infrastructure Figures
PMODANTE reg. Projects 82
WAN / LAN
TELECOM (WIP)PABX Systems 37
PABX Extensions 14,000
Long Distance M min 13
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WAN / LANWAN Circuits 118
WAN Routers 116
WAN Accesses 72
WAN Capacity Mbps 204
LAN Network Ports 41,000
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
EMEA Infrastructure Budget
AH997 AC558 AC873 AC558 AC988 JD980 AH979 AH939 AH205 EMEAIn 000 USD CS Desktop Helpdesk Lan Wan Voice CIT EDI Web Admi n TotalHeadcount 50 117 11 0 13 10 3 3 10 19 236
Own Expenses 9,584 20,430 2,696 425 12,210 15,947 444 462 91 6 63,114EMEA Admin 452 964 127 20 576 753 29 30 27 2,979US Allocation - MM 171 365 48 8 218 275 33 1,128US Allocation Indirect 328 328
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Wave 1 reduction -302 -874 -589 -286 -2,051 Wave 2 reduction -407 -309 -268 -984
0
Total Budget 10,234 20,479 2,871 453 12,106 16,421 473 491 9 76 64,514
19 Admin Breakdown DIR 1 HR 1 PMO 3 BO 10 FIN 4
Original: $ 73.8 M, Loaded: $ 64.5 M, Current: $ 61,8 M
EMEA Infrastructure Headcount
Employees 216
Students 11
Contractors 39
Outsourcers 39
Total 305220230240250260
Motorolans
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Budgeted 2002
236190200210
Sep-01
Oct-01
Nov-01
Dec-01
Jan-02
Feb-02
Mar-02
Apr-02
May-02
Jun-02
Jul-02
Aug-02
September 2002
Carlo MazurFinance
Evelyne GatumelHR
FUSIONCost ReductionsGAINSpecial Projects
Debbie RobinsonStrategicInitiatives
Gordon MacKenzieTelecomSourcing
Marcello DamianiVoice
Andy PickersgillNetworks
Ron FoxUK & Ireland
Campbell KennedyNorth-West
Ron FoxDesktop
Hermann LagrezeCIT
Joerg ThalB2B
Hermann Lagrezee-Business
Bruno LeclezioSolutions
Thorsten PetersenFlensburg
Jose ClederaData Centers
Brian CollinsPMO
Edgar DoddsAE/RAM/BIM
Edgar DoddsClient
Engagement
Jean-Luc Moles
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Voice
Uwe AckermannFoundational
Elie HernandezWAN S.
Kelvin GwiltCampus S.
Keith DownerNPI
North-WestEMEA Services
Thierry VidalSouth-West
EMEA Solutions
Adrian PoesingerCEE & MEA
Dougie MacPhersonHelpdesk
B2B
Markus RadonsInternet& Web
Flensburg
Simon BallEast-Kilbride
Rashmi ChotaliaSwindon
Eric MaynadieToulouse
Joern KlinckmannBerlin
AE/RAM/BIM
David MilliganBusiness
Office
EMEA Infrastructure - Programs
OVERALL NETWORKS TELECOM DESKTOP MESSAGING HELPDESK DATA CENTERS
e-BUSINESS SW CONTRACTS
FUSION Andy PickersgillBrian Teaz
Uwe AckermannDiresh Salian
Marcello DamianiBob Dalling
Campbell KennedyAdrian Poesinger
Campbell KennedyMatthias MachillAdrian PoesingerChristian Parasczak
Campbell KennedyEdgar DoddsAdrian Poesinger
Jose ClederaMartin Hunt
Markus RadonsMartin Hunt
ENGINEERING Ron FoxReinhard Preimesser
Olivier LahayeTom MooreChris Folland
Guntram ErnstWojciech SwiatekSigurd Gaetjens
Chris FollandIsrael Bachar
Wojciech SwiatekOlivier Lahaye
Tom MooreChris Folland
SITES Ron Fox
POLICIES & PROLIFERATIONComputers & Peripherals PoliciesPC RedeploymentCentralized PC Procurement
Andy Pickersgill
Debbie RobinsonBrian Teaz
Thierry VidalOlivier Aznar
Centralized PC ProcurementCommunication Devices & ServicesCell Phones & PagersToll Free / 800 / ConferencingRemote AccessDST Campbell
KennedyAdrian Poesinger
Campbell KennedyAdrian Poesinger
Campbell KennedyMatthias MachillAdrian PoesingerChristian Parasczak
Campbell KennedyEdgar DoddsAdrian Poesinger
ALLIANCE Hermann Lagreze
ASSET IMPAIRMENT Andy Pickersgill
Uwe Ackermann
Marcello Damiani
Adrian Poesinger
Matthias MachillAdrian Poesinger
Adrian Poesinger
Jose ClederaBruno Leclezio
Markus Radons
ORGANISATION EFFECTIVENESS
Jean-Luc MolesEvelyne Gatumel
Andy Pickersgill
Andy PickersgillDebbie Robinson
Ron Fox Ron Fox Ron Fox Ron FoxJose Cledera
Hermann Lagreze
GAIN Jean-Luc MolesAndy Pickersgill
Andy Pickersgill
Andy PickersgillDebbie Robinson
Ron Fox Ron Fox Ron Fox Ron FoxJose Cledera
Hermann Lagreze
Marcello Damiani Voice Solutions
Debbie RobinsonVoice Solutions
Gordon MackenzieTelecom Management
Uwe AckermannFoundational Solutions
Eliseo HernandezWide Area Solutions
Kelvin GwiltCampus Solutions
Andy PickersgillNetwork Solutions
Andy PickersgillSolutions
Infrastructure EMEA – Network Solutions
Bob DallingMarice ComleyJoel DarosChristine HagusienAlan FlynnKarl FischerChristof Kettner
Philippe Le PottierHans-Peter HerzigTim MullinsJack ShieldsDerek HareJames Ransom
Michael DaeumlingAndy KnivetonPhilippe Rameau
Raymond BarberPeter SmallMorgan BrownlieCyril GuilbotEric Chevau
EMEA Data Centers Manager
Jose Cledera (TLS)
EMEA Help Desk
Douglas Macpherson (EKB)
EMEA Desktop & Data Centers Manager
Ron Fox (EKB)
Infrastructure EMEA - Desktop and Data Centers
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Jose Cledera (TLS) Douglas Macpherson (EKB)
EMEA Desktop Solutions ManagerService Manager: South, West
Thierry Vidal (TLS)
EMEA GIS Service ManagerService Manager: West , North
Campbell Kennedy (TAU)
Service Manager: CEE & MEA
Adrian Poesinger (VIE)
Service Manager: UK, Ireland
Ron Fox (EKB)
Jean-Benoit Bigot (CAC)Fatma Soua (LUL)Sebastien Turpaud (VEL)
Service
Service Manager: North FranceSolutions Manager: Enterprise Desktop ManagementJohn Petty (CAC)
Marie-Christine Foucat (GVA)Edmond Decorzant (GVA)
Patrick Oros (TLS)
EMEA Desktop Infrastructure Team
Service Manager: South France & SwitzerlandSolutions Manager: Desktop InfrastructurePatrick Viargues (TLS)
Service Manager: South, WestEMEA Desktop Solutions Manager
Thierry Vidal (TLS)
Infrastructure EMEA- Desktop South, West
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John Hobson (SWI)Daniel Hopkins (TAU)Ken Chick (SQF)
EMEA Enterprise Desktop Management TeamPatrick Oros (TLS)Olivier Aznar (TLS)Steven Lynch (TLS)
Angelica Fernandez (MAD)Ignacio Salcedo (MAD)Ruth Berceruelo (MAD)Sabela Garcia (MAD)Alexandre Nabais (LIS)Helder Calisto (LIS)
Service Manager: Spain & PortugalMarisa Gutierrez (MAD)
Stephan Graf (MUC)
Desktop Projects / PMOReinhard Preimesser (MUC)
Infrastructure EMEA - Desktop Service: West, North
Jack Hansen (CPH)Jonis El-Hessi (SOL)Nga-Neo Engstrom (SOL)Ken Reist (BRU)
Service Manager: Nordics, Baltics, Benelux
Heidi Samuelsson (CPH)
Thomas Brunner (MUC) Norbert Wozu (BER)
Service
Charles Murphy(EKB)Christian Parasczak(TLS)
EMEA Messaging Team
Service Manager: GermanySolutions Manager: MessagingMatthias Machill (TAU)
GIS Service Manager EMEA.Service Manager: West, North
Campbell Kennedy (TAU)
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Thomas Brunner (MUC)
Arne Cardel (FLE)Achim Kaestle (FLE)Karin Albrecht (FLE)Jan Jassman (FLE)
Thorsten Petersen (FLE)
Wolfgang Heyne (TAU)BertholdJung-Diefenbach (TAU)Mohammed Malik (TAU)Damian Zoch (TAU)Peter Frauenschuh (WIE)Andreas UhmannJoachim Van Dijk (WIE)
Rudolf Torheiden (TAU)
Norbert Durzynski (BER)Thomas Lewinsky (BER)Ronald Pawlik (BER)Andreas Wroblewski (BER)
Norbert Wozu (BER) Christian Parasczak(TLS)Sacha Simon(WIE)Chris Maynard(SWI)Douglas Lithgow(EKB)Robert Ruiz(LUL)
Reinhard Jebavy (VIE)
Service Manager: Austria, CE, ItalyAdrian Poesinger (VIE)
Dhiresh Salian (DXB)
Service Manager: MEAThomas Leen (DXB)
Service Manager: CEE & MEA
Adrian Poesinger (VIE)
Infrastructure EMEA Desktop Service: CEE & MEA
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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-AzizMohamed El-Kady (CAI)(IST)Krishna Kumar (SAN)Eser Gokce Nazlican (DXB)
Michael Hopkins (SWI)
Chris Kenward (SWI)
Steven Camp (BAS)
Adrian Luckins (BAS)
Service Manager: England, IrelandIvor Paul (SWI)
Nicola Maclellan (EKB)Malcolm Colthart (SQF)Jacqui McGaw (EIN)
Service Manager: ScotlandEMEA Help Desks
Douglas Macpherson (EKB)
Service Manager: UK, Ireland
Ron Fox (EKB)
Infrastructure EMEA Desktop Service: UK & Ireland
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Stephen Chmiewliski (SWI)Jason Butterworth (SWI)Andrew Ford (SWI)
Michael Hopkins (SWI)
Robbie Hancock (SWI)Paul Jones (SWI)Kevin Petchey (SWI)Hugh Prince (SWI)Peter Martin-Turner (STP2)
Steven Camp (BAS)Jonathan Wilks (BAS)Colin Smith (MID)
Sarabjeet Sahans (STP1)Alex French (MID)Chris Phillipson (MID)Richard Brand (BAS)Hitan Jobanputra (MID)John Searle (MID)
Kenneth Ahlquist (MID)
Lloyd French (LOU)Andrew Chesterton (LOU)
Mark Darbyshire (SWI)Laura Mitchell (SWI)Kathy Small (SWI)
Joachim Lampe (FLE)Thomas Petersen (FLE)Angela Schroeder (FLE)
SPS (Outsourced)
EMEA HelpdeskJeremy Prescott (SWI)
Gerhard Paulsen (FLE)Holger Callsen (FLE)Jens Peters (FLE)Klaus Wentorp (FLE)Stephan Reinhold (FLE)
FlensburgThorsten Petersen (FLE)
Donna Kennedy (EKB)Chris Devenport (EKB)Frank Devine (EKB)Gordon Nimmo (EKB)John Martin (EKB)
ScotlandSimon Ball (EKB)
Simon Harris (SWI)Amer Jaroudi (SWI)Martin Kilb (SWI)Damian O'Hara (SWI)
SwindonRashmi Chotalia (SWI)
Peter Boucher (TLS)Francoise Laffitte (TLS)Sylvain Moine (TLS)Dominique Delbos (TLS)Patrick Lartigau (TLS)
ToulouseEric Maynadie (TLS)
EMEA Data CentersJose Cledera (TLS)
Infrastructure EMEA Data Centers
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Stephan Reinhold (FLE)Frank Jakobsen (FLE)Oliver Roeder (FLE)
Klaus Hustert (BER)ChristineArten-McWorther (TAU)
BerlinJörn Klinckmann (BER)
John Martin (EKB)Peter Smith (EKB)Rod Cameron (SQF)Jim Lee (SQF)Linda Strefford (SQF)
Martin Dean (EIN)Ross Muir (EIN)John Ricci (EIN)Richard Tsang (EIN)Ken Moore (EIN)Unni Thekkekuruvath (EIN)
Richard Yarham (EIN)
Patrick Lartigau (TLS)Alain Pierre-Emile (TLS)
Alan Dunn (EKB)Dougie Sharp (EKB)Hans-Peter Kiekuth ( SWI )Faycal Bellagh ( TLS )Palma Favaro ( TLS )
EMEA SolutionsBruno Leclezio (TLS)
The EMEA eBusiness Team
Dave Cedio (TAU)
Business to BusinessJoerg Thal (MUC)
Franziska Kraus (MUC)
Core Integration TeamHermann Lagreze (MUC)
Joachim Franke (TAU)
Intranet & Web SolutionsMarkus Radons (BAS)
E-Business
Hermann Lagreze (MUC)
Page 22
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)
Linus Gustafsson (STK)Angela Hainey (EKB)
Kim Rehnfeldt (STK)
Infrastructure EMEA - SUPPORT
Product IntegrationKeith Downer (MID)
PCS: Edgar Dodds (EIN)
GTSS: Ivor Paul (SWI)
Account ExecutivesEdgar Dodds
Customer Support
Edgar Dodds (EIN)
Douglas Hill (EIN)Mary Cameron (EKB)Denise Aniello (EIN)
Process ManagementMark Vevers (SWI)
Organisation Support
David Milligan (MUC)
Brian Teaz (EKB)Martin Hunt (TLS)
Project Management Office
Brian Collins (VIA)
Client Engagement
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)
Anna Markefka (TAU)Carol Small (SWI)Jocelyn Humphries (MID)
Admin
Information DeliveryRichard Nuttall (SWI)
FINANCECarlo MazurBasingstoke
EMEA & Asia
Infrastructure EMEA - FINANCE
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Monika HartmannFrancisco Garcia
Klaus SchneiderTaunusstein
Tricia ChenSingapore
Yubin WangChina
HR SupportEvelyne Gatumel
Toulouse
Infrastructure EMEA - HR SUPPORT