Advisory Presentation AVEBE Project Group 6

1. Advisory Presentation AVEBEProject Group 6 3rd November 2010 atHanzehogeschool Presenter: Gert Jan Huisman Project Manager: Jonas Scheuring Change Manager: Antti Uimonen Test Manager: JeremieBensimon Func. App. Mngr: Erik Waals

2. Introduction Problems Advisory Conclusion Discussion Index Introduction Problems Advisory Questions

3. Introduction Problems Advisory Conclusion Discussion ? • Infrastructure • SAP

4. Introduction Problems Advisory Conclusion Discussion • The key improvement points • A lot of applications are hard to keep up • Employees do not stick with the processes • Processes not standardized enough • Employees do not have enough knowledge about ITIL • Difficulties to keep people trained and informed • Old equipments • Causing more incidents

5. Introduction Problems Advisory Conclusion Discussion • The key improvement points • Difficult to manage all the tests run by different suppliers and outsourcers • No proactive testing • Lack of monitoring, statistics and metrics are totally absent of the testing process

6. Introduction Problems Advisory Conclusion Discussion • The key improvement points • AVEBE do not want to be ahead of changes • AVEBE is not always aware when changes are implemented by external partners • External partners do not do what they have promised

7. Introduction Problems Advisory Conclusion Discussion • The key improvement points • Too optimistic planning of the changes • Several roles defined for the employees • People who do the changes are also fixing the incidents • The CMDB in AVEBE is hard to maintain • Problems in fitting the schedules of the CAB -members

8. Introduction Problems Advisory Conclusion Discussion • Infrastructure • New department should be created in order to clarify the different clusters • AVEBE testing department should create some new test cases • Metrics should be done and also report on the state of the tests. Test Management

9. Introduction Problems Advisory Conclusion Discussion • Infrastructure • It is very important to show the employees the benefits of ITIL and make sure ITIL is used in the whole company. • AVEBE can search for packets which replace different applications. • Work with an old system, it would be better to replace the systems. Functional Management

10. Introduction Problems Advisory Conclusion Discussion • Infrastructure • More accurate roles to personnel • Planning of changes could also be more accurate when Change Calendar for all changes would be in use • Service Level Management to control the external service level • Update the CMDB after every step Change Management

11. Introduction Problems Advisory Conclusion Discussion • Infrastructure • Testing has to be much more considerate by AVEBE itself and not by suppliers • Mediator between AVEBE and their suppliers (specially Getronics) • Test before and after the changes Test Management

12. Introduction Problems Advisory Conclusion Discussion • Infrastructure • Could be made more user friendly to make GUI’sfor users • Users need to be trained to use SAP properly Functional Management

13. Introduction Problems Advisory Conclusion Discussion • SAP • Increase the number of Key Users • Update of SAP system to newer version Change Management

14. Introduction Problems Advisory Conclusion Discussion • Feedback / Questions ?

15. Introduction Problems Advisory Conclusion Discussion • Discussion • Whatisusefull / what not?