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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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)

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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