ISO 20000 Presented by Name MarieLuce BLATT Supply

ISO 20000 Presented by Name Marie-Luce BLATT Supply chain & Logistics Service & Product Manager ISO 20 000 assessment & improvement plan Use menu "View - Header & Footer" for Presentation title - Siglum - Reference 12/1/2020

Context: Functional Organization Functions overview and External Interactions PROCUREMENT – CENTER of EXCELLENCE – FINANCE … Business Domains SLA © AIRBUS S. All rights reserved. Confidential and proprietary document. Supply Logistic & e. Pro- Messaging Chain Stocks & curement Services Plan & Physical Dispatch Procure Flows & Quality SLA Support Center & Service Performance 38200 Users – 15000 Incidents (Year 2006) Support Use menu "View - Header & Footer" for Presentation title - Siglum - Reference Network - Infrastructure Supplier IT Operations General Portal – EAI – Service desk Projects … OLA Infrastructure Month 200 X 2

Objectives • ISO 20000 Pre-evaluation In-depth Assessment (supported by ICA-ISO 20 000 auditor) • Identify Weak points and ways of improvement • Define Action Plan to improve efficiency: © AIRBUS S. All rights reserved. Confidential and proprietary document. 4 Define priorities 4 Follow-up implementation of action plan to achieve the requirements Use menu "View - Header & Footer" for Presentation title - Siglum - Reference Month 200 X 3

Use of ISO 2000 - objectives • ISO 20000 is today the international standard for IT Service management • ISO 20000 is a specification which provides © AIRBUS S. All rights reserved. Confidential and proprietary document. company level accreditation to demonstrate consistent use of best practices (based on ITIL recommendations) • Supply chain& logistics IS objectives are to use ISO 20000 standardisation to improve IT Service Management Processes and to demonstrate to customers the maturity of Service Management Use menu "View - Header & Footer" for Presentation title - Siglum - Reference Month 200 X 4

Airbus Quality process Compliance Airbus central Quality Airbus operating Model AOPM IS Quality IS Operating MODEL © AIRBUS S. All rights reserved. Confidential and proprietary document. IS Quality Project Methodology (CMMI compliant) ITIL processes Department procedures Use menu "View - Header & Footer" for Presentation title - Siglum - Reference IS operating model & processes Process Definition Deployed Solution Month 200 X 5

Operating model: 3 organisations to develop, run and maintain with Shared processes Software development Projects Change Management (*) Release Management Configuration Management Tests & Automation © AIRBUS S. All rights reserved. Confidential and proprietary document. User Support Incident Mgt Training Management Business Solutions Infrastructure Performance monitoring Perf. Measurement Problem Management User & Data Maintenance Availability Management Business Activity Monitoring (BAM) Continuity Management Support Extension (New domains) Use menu "View - Header & Footer" for Presentation title - Siglum - Reference Month 200 X 6

Dependencies with processes/ organisation Level 1 Projects Support Service Desk Customers Change Management Release Management (*) Release Management Configuration Management © AIRBUS S. All rights reserved. Confidential and proprietary document. SLA SL A Tests & Automation Level 2 Infrastructure Support monitoring Incident Mgt Perf. Measurement Training Management Problem Management User & Data Maintenance Availability Management SLA with Continuity Management operation Business Activity Monitoring (BAM) Support Extension (New domains) Use menu "View - Header & Footer" for Presentation title - Siglum - Reference Month 200 X 7

Process assessment Action plan • Assessment of the audited processes and Actions plan to reach level. • Extend assessment througth the overall organisation to be able to compare same referential with same objectives and continuity of processes Lvl 5 : Value Lvl 4 : Service Communications Process RFC Process Problem Management OLAs Implementation Catalogues of Services Knowledge Improvement © AIRBUS S. All rights reserved. Confidential and proprietary document. Lvl 3 : Proactiv Lvl 2 : Reactiv Lvl 1 : Chaos Service Desk Incident Management Problem Management Use menu "View - Header & Footer" for Presentation title - Siglum - Reference Change Management. Service Level Management Month 200 X 8

Assessment Process © AIRBUS S. All rights reserved. Confidential and proprietary document. 1. Refine scope 2. Collect and centralize existing documents related to 3. 4. 5. 6. 7. 8. 9. processes, methods and activities Evaluate documentation Interview process actors Analyse and consolidate results Identify improvements axis Restitution meeting Airbus Action plans Synthesis Use menu "View - Header & Footer" for Presentation title - Siglum - Reference Month 200 X 9

Status intermédiaire • Balayage des processus de service support (quasiment)terminé: • Le niveau de respect des exigences spécifiques aux processus sur le terrain est globalement assez satisfaisant (plus de 80% de respect des exigences). • Principalement identifiés des axes d'amélioration dans le chapitre 4, planification et mise en œuvre des services, à savoir que: - nous sommes plutôt bons dans le "DO" (c'est rassurant, et c'est en même temps relativement normal du fait que nous avons mis en place une démarche ITIL depuis plusieurs années), " Plan " est globalement bien formalisé mais gagerait à être un peu mieux précisé sur certains processus © AIRBUS S. All rights reserved. Confidential and proprietary document. - le "Check" et le "Act" nécessitent une maîtrise plus systématique, et nous souffrons là de difficultés d'analyse liées à la multiplicité d'outils insuffisamment interconnectés (Gestion des Incidents séparée des Problèmes, deux outils supportant la gestion des changements et des releases, non reliés aux précédents. . . et de nombreux événements traités par mail) Use menu "View - Header & Footer" for Presentation title - Siglum - Reference Month 200 X 10

Appendix: A set of Tools used • ISO 20000 IT Service Management Assessment Workbook • ISO 19011 Guidelines for systems auditing © AIRBUS S. All rights reserved. Confidential and proprietary document. • SOGETI ISO 20000 Audit and report Tools Use menu "View - Header & Footer" for Presentation title - Siglum - Reference Month 200 X 11

© AIRBUS S. All rights reserved. Confidential and proprietary document. This document and all information contained herein is the sole property of AIRBUS S. A. S. . No intellectual property rights are granted by the delivery of this document or the disclosure of its content. This document shall not be reproduced or disclosed to a third party without the express written consent of AIRBUS S. A. S. This document and its content shall not be used for any purpose other than that for which it is supplied. The statements made herein do not constitute an offer. They are based on the mentioned assumptions and are expressed in good faith. Where the supporting grounds for these statements are not shown, AIRBUS S. A. S. will be pleased to explain the basis thereof. © AIRBUS S. All rights reserved. Confidential and proprietary document. AIRBUS, its logo, A 300, A 318, A 319, A 320, A 321, A 330, A 340, A 350, A 380, A 400 M are registered trademarks. Use menu "View - Header & Footer" for Presentation title - Siglum - Reference Month 200 X 12