Enabling IT Transformation to Assure Business Service Reliability

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Gerald McCoy
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1 Enabling IT Transformation to Assure Business Service Reliability CASE STUDY: OTE SLA MANAGEMENT Kostas Noukas ITOM & BSM Solutions, SYNTAX IT Inc. Ioannis Balaskas Corporate Customers Fixed Services SLA Management, OTE

2 Agenda TRANSFORMING IT Orchestrating Services New Technologies and Capabilities OTE SL A MANAGEMENT Business Challenge Goals Value OTE s Service Assurance Key Features SLA Product Example Benefits

3 Transforming IT IT Performance Management IT focused view of service performance, reporting and problem resolution. Service Level Management Service focused view of performance, reporting and problem resolution. Business Service Management Business-focused view of service delivery - SLAs Top-Down

Service Orchestration Business View Service Level Agreements Other Data Sources Service Support Service Operations Management SDK Universal Proprietary IT Tools CMDB Service Desk, CMDB & SCM Service

4 Service Orchestration Business View Service Level Agreements Other Data Sources Service Support Service Operations Management SDK Universal Proprietary IT Tools CMDB Service Desk, CMDB & SCM Service Modeling, Impact Analysis & Automated Actions Data Center Management Application Performance Management Infrastructure Management Assets, Energy, Visualization Scheduling & Workflow Management Web, Client-Server and TCP Applications Networks, Systems, Databases Mainframe Systems, Workload, Provisioning

5 New Technologies & Capabilities Extend IT management to the physical Infrastructure Service Power Space Cooling Visual Application Server Network Data Center IT Mgmt with DCIM

New Technologies & Capabilities Business Reputation Relies on Real End User Experience Inspire your users and differentiate your business MAINFRAME Provide metrics for the business BACK END SAP PSFT

6 New Technologies & Capabilities Business Reputation Relies on Real End User Experience Inspire your users and differentiate your business MAINFRAME Provide metrics for the business BACK END SAP PSFT IMS USER Mobile NETWORK FRONT END MIDDLEWARE Siebel CTG CICS CICS WAN/ WWW Router Firewall Switch Load Web Balancer Servers Portal App Server MQ DB2 End User Web Services 3 rd Party Applications Databases z/os

7 New Technologies & Capabilities Dynamic Service Modeling Service Driven Automation (ticketing, escalation, workflow) Business Service 1 Transactions, User Experience Consolidate all events and provide a common understanding of services Automate SLA management and reporting to business Physical Server Switch Router Virtual Server s Application Components, Web Servers Databases, Back-end Systems and Storage

8 Assure Business Service Reliability CASE STUDY: OTE SLA MANAGEMENT Ioannis Balaskas Corporate Customers Fixed Services SLA Management, OTE

9 Business Challenge S L A S A R E EVERY WHERE Underpinning Contracts (UPCs) Operational Level Agreements (OLAs) Service Level Agreements (SLAs)

10 Business Goals Actively manage relationships with customers and suppliers Improve cost, quality, and agility around service levels Define and manage service performance characteristics I M P R OV E C U S TO M E R SAT I S FA C T I O N BY E F F EC T I V E LY COMMUNICAT I N G P E R F O R M A N C E R E D U C E P E N A LT I E S A N D OV E R - P R OV I S I O N I N G R E D U C E C O S T A N D I M P R OV E P R O D U C T I V I T Y A R O U N D S L A M A N A G E M E N T A N D R E P O R T I N G

11 Business Value THE ADOPTION OF A SERVICE ASSURANCE ENVIRONMENT FOR THE REALISATION OF SL A CONTRACTS ALLOWS OTE TO DEFINE AND MAINTAIN A VIABLE SL A PRACTICE E N A B L I N G OT E TO : offer SLAs to an increasingly competitive market, as a key differentiating feature in luring demanding and quality-aware customers (guaranteed performance levels and provisioning/ repair times) effectively address regulatory requirements and avoid penalization currently stemming from a difficulty to manage structured SLA processes. T H E S E B U S I N E S S B E N E F I T S W I L L O N LY BE AC H I E V E D T H R O U G H : the seamless integration of the Service Assurance system s functionalities in the users and business owners everyday work the definition and adoption of appropriate processes that will define tasks to be executed in all cases of SLA-related events

Service Assurance OTE s Service Assurance CRM Service Provisioning Trouble Ticketing Call Centers SLA Management Service Management Business Support Systems Billing Operations Support Systems Main

12 Service Assurance OTE s Service Assurance CRM Service Provisioning Trouble Ticketing Call Centers SLA Management Service Management Business Support Systems Billing Operations Support Systems Main capabilities: SLA modeling (e.g. definition of contracts, templates (e.g. Gold/ Silver/ Bronze), thresholds/slos per service and type, Underpinning Contracts (UPCs) implementation etc.) SLA Reporting (e.g. monthly reports, booklets, root cause analysis, ad-hoc reports, Operational Level Agreements (OLAs) etc. ) Network Inventory Service Activation Performance Management Fault Management Domain Manager SLA monitoring (e.g. alarms produced for minor/major SLA deviations, real-time dashboards, etc.) Penalty calculation and exception handling more business-oriented as opposed to operations/network-oriented N e t w o r k

13 OTE s Service Assurance

Key Features PROACTIVE MONITORING, ALERTING/NOTIFICATION AND FAULT MANAGEMENT (System SR creation) GET DUE DATE MECHANISM ( Dynamic SR Time To Resolve) OTE BUSINESS ΜANAGED NETWORK SERVICES-

14 Key Features PROACTIVE MONITORING, ALERTING/NOTIFICATION AND FAULT MANAGEMENT (System SR creation) GET DUE DATE MECHANISM ( Dynamic SR Time To Resolve) OTE BUSINESS ΜANAGED NETWORK SERVICES- MONITORING ( Otebussiness MNS portal Real Time) CUSTOMER WEB SL A PORTAL Web Access to OTE Trouble Ticketing system (Web Self Ticketing solution Software as a Service (SaaS)) View Access to SLA Reports SLA portal User management capabilities

15 IPVPN SLA Product Example Example SLA Availability Mgmt Incident Mgmt Performance Mgmt % of Time Available Nbr of Downtimes MTTR RTD Packet Loss Jitter -% of Time Available Data Centers - % of Time Available High criticality Sites -Network Availability -Max Nbr of Downtimes data Centers - max Nbr of Downtimes High Criticality Sites -Max time to Restore High criticality Sites -MTTR OffSiteATMS and POS -RTD Gold Class - PL Gold Class - Jitter Premium Provisioning Mgmt Activation Time Relocation Time RTD Penalty Financial Mgmt PL Penalty Jitter Penalty Contract Penalties -Time to Activate Network Services -Time to Relocate New Sites - Time to Relocate Existing Sites - RTD Penalty - PL Penalty - Jitter penalty - Penalty CAP - Total Contract Penalty - Yearly Penalty CAP

16 Benefits EVOLUTION - IMPROVEMENT OF SL A MANAGEMENT CAPABILITIES TRANSPARENT VIEW OF END -TO-END SERVICE DELIVERY PERFORMANCE. AUTOMATION AND FACILITATION OF A WIDE ARRAY OF TASKS ( F O R M E LY E X E C U T E D M A N U A L LY O R S E M I - A U TO M AT I C A L LY ) ENHANCEMENT OF SERVICE OFFERINGS ( I M P R O V I N G M A R K E T C O M P E T I T I V E N E S S, C U S TO M E R A P P E A L, S AT I S FA C T I O N A N D R E T E N T I O N ) REGUL ATORY ( C O M P L I A N C E W I T H A C T U A L A N D F U T U R E S E R V I C E L E V E L R E Q U I R E M E N T S ) CONSOLIDATION OF SL A MANAGEMENT PROCESSES

17 THANK YOU FOR YOUR ATTENTION!

Delivering Exceptional Customer Experience is a Key Catalyst for IT Transformation

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