10. Swiss ITSM & BSM Forum 2015 Automation Performance Efficiency Best Practice Processes

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1 November 19, Swiss ITSM & BSM Forum 2015 Automation Performance Efficiency Best Practice Processes

2 Knowledge of the needs Requirements from the Business / Users Challenges within IT s Capabilities from the Suppliers Sunrise

3 s Operation-Model Account & & Delivery End-User Hauptstandorte Agenturen Remote User Desk IT Verantwortliche IT-Support Finance Business/Contract Project & Programme Technical Design Authority Carrier Operations Optional interface Desk Sunrise Business Customers Kunden Team Desk: Incident Integration Operations 3 Party Desk Phone & Web Portal Standard Changes Provider other services Sunrise & 3 rd Party Break-fix, Maintenance and Warranty Support Sunrise

4 ITIL best practice to support Customer ITIL forms the heart of a smooth integration and a shared understanding. Demand & Portfolio Availability & Capacity Change & Request Release & Deployment Assurance Transition Continuous Improvement Asset & Configuration Governance & Relationship Security & Continuity Knowledge Project & Delivery Strategy Design Risk Supply Chain Incident & Event Level Continual Improvement Operation Financial Technical Planning & Design s Reporting & Information Problem Operations Continual Improvement will help to create a service experience for Customer businesses Strategy Is a journey that started in the 1980 s when ITIL was formed in UK. Transition becomes a controlled process supported by more then 20 ITIL certified Sunrise staff Operation is ISO and ISO 9001 Certified Building up to adopt ISO Design ensures consistent planning and setup supported by a standardized architecture program Sunrise

5 Level of Maturity Sunrise

6 Sunrise Supporting Tools 6 Sunrise

7 Flexablity of the core Application (System Architecture) Client Access Layer Windows Client Cherwell API Lokale Business-Logik Kommunikations-Layer Web Client Microsoft IE Mozilla Firefox Apple Safari Google Chrome Mobil Client Smart Phones und Tablets Core Layer Applikations Cherwell API Business-Logik Datenzugriff Business Process & Event Monitor Scheduling Self Microsoft IIS Support/ Technik Web Forms Web s Auto Deploy Infrastuktur Microsoft.NET Framework Microsoft Windows Operating System Microsoft SQL Server mit MS Search Engine Sunrise

8 Business Intelligence, Dashboards & Reporting Premium business intelligence Dashboards with advanced drilldown & editing Multidimensional reporting More powerful widgets & preset color themes Access to BI & dashboards for all business users no extra licenses required Dashboard Editor Display technology Sunrise

9 Mobile Browser & Native Apps Work anytime, anywhere with Cherwell Mobile Powerful CSM browser Optimized for different mobile users across your business Sunrise

10 Summary Performance To be able to improve one has to understand the Business needs, the requirements and the possibilities Getting that what one is doing Documented Automation By standardizing Processes and Specifications (ITIL) Us of standardized Tools Efficiency Implementing standard Software that support the Business requirements in a Flexible manner Best Practice Processes Define an Organization that allows a flexible alignment according the Business needs. Getting tools in place which are flexible and support the Process needs Sunrise

11 Advantages of Cherwell Value to Customer DRIVERS: Low TCO, high ROI Up and running quickly IT delivers value to the organization Codeless Development Platform DRIVERS: Eliminates need for dedicate technical programmers Within reach of IT Codeless has no limits All-Inclusive, Scalable Solutions DRIVERS: Business requirements constantly changing Never outgrow solution Social & Mobile by Design DRIVERS: Choice between browser, PC, tablet and smartphone Social collaboration Anytime, anywhere access Sunrise

12 Vorstellung Daniel Borell Sunrise Communications AG Industriestrasse Kloten Phone: Mobile: Design Architekt / Pre Sales Cunsaltent und Prozessspezialist, mit Fokus auf die -Aspekte. 20 Jahre Erfahrung in der Aufbau und Ablauf-Organisation 10 Jahre ITIL Expert Meine Stärken sehe ich in einer realistischen, analytischen und strukturierten Betrachtung von Organisationen, Betriebsabläufen und Prozessen, welche mir erlaubt, ein globales betriebswirtschaftlich effizientes IT-Umfeld zu definieren. Meine Kernkompetenz Einfluss der IT auf den betriebswirtschaftlichen Erfolg orientierte gesamtheitliche Betrachtung von Kundenbedürfnissen Erfahrung mit komplexen Organisationen und gutes analytisches Auffassungsvermögen Erfahrungen im IT-Umfeld unter anderem mit Outsourcing und Prozessen ITIL V3 Experten Level Definition / Sunrise

13 Sunrise Business s 13 Sunrise

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