Client Innovation and Delivery Update

Transcription

1 IBM Strategic Outsourcing Client Innovation and Delivery Update Issue 8 - February 2013 A regular look at new capabilities we are driving with our outsourcing clients and an under the bonnet look at deployed continuous service improvements.

2 Introduction We ve provided quarterly innovation briefings for our Strategic Outsourcing clients for some time now. Feedback has been consistently positive with one common request for change - more content on service improvement and delivery innovations. We re therefore delighted to welcome you to the expanded Client Innovation and Delivery Update. The approach is the same as before short summary articles with follow up links and contacts. We ve now added additional content to highlight under the bonnet continuous improvements in IBM s core service delivery. Let us know what you think Don t forget this and previous editions are available Tony Morgan, IBM Strategic Outsourcing Chief Innovation Officer for UK and Ireland Mark Thomas, IBM Strategic Outsourcing, Delivery Operations for UK and Ireland 2

3 Contents Delivery Innovation Update: p 4 p 5 p 6 p 7 Optimising Performance & Capacity Management through Analytics Wintel Virtualisation Best Practice Server Decommissioning - Developing Global Best Practice Service Quality Excellence - Global Delivery Centre Focus Innovation Agenda Update: p 8 p 9 p 10 p 11 Technology Trends - Latest IBM Five in Five Hot Topics - Analytics as a Managed Service IBM Innovation Resources for Creating New Capabilities Innovation Events - Technology Innovation Exchange Days 2013 Client Innovation Examples: p 12 p 13 Client Innovation IBM SmartCloud Enterprise+ Client Innovation Examples 3

4 Optimising Performance & Capacity Management Through Analytics Employing analytics to spot complex patterns of asset usage to aid decision-making Performance and Capacity Measurement (PCM) in IT infrastructure underpins the usability and availability of key business applications. However, the loading placed on IT assets (servers, storage etc) is difficult to forecast in complex and time-dependent business scenarios. Drawing upon expertise from its PCM experts, IBM delivery is using a Cognos/DB2 analytics solution to search large volumes of data to reveal patterns of asset usage across complex IT estates. The insight provides a greater understanding of performance and capacity drivers to enable more effective decision-making and planning. The solution has been successfully deployed on pilot accounts. For our clients, this means: a more pro-active dialogue with IBM around performance and capacity planning; fewer outages and down-time; improved asset utilisation and reduced costs; sharing of lessons learned and best practices across many IBM clients. Real problems Detailed analysis Real solutions Delighted clients. For more on this topic, please talk to your account team who will contact the IBM subject expert, Steve Latham 4

5 Wintel Virtualisation Best Practice IBM has improved virtualisation transformation by leveraging its Brno Centre of Excellence With many of its outsourcing clients, IBM is conducting a wide range of Wintel virtualisation projects to deliver cost savings and application deployment flexibility. Whilst client-specific knowledge is critical to the task, significant project improvements have come through the leadership of a new Virtualisation Centre of Excellence (CoE) in IBM s Brno Delivery Centre in the Czech Republic. As clients expect, IBM is improving service by drawing upon global cross-client experience to the benefit of all delivery centres. As owners of IBM s Virtual Server Offering, the CoE has looked across client projects with varying solution and deployment methods and driven major benefits from simplification and standardisation as well as leveraging global best practices. For our clients, this means: faster physical-to-virtual (P2V) migration; earlier realisation of virtualisation benefits; fewer handover issues as systems enter production; enhanced application flexibility; benefiting from IBM s P2V experience with other global clients. For more on this topic, please talk to your account team who will contact the IBM subject experts, Craig Ferguson and Jan Hosek, VMWARE Brno Centre of Excellence Team Leader 5

6 Server Decommissioning - Developing Global Best Practice Creating reusable best practice delivery for a UK Financial Services client Server, image build and go live are key areas for technical refresh and business change programmes but successful decommissioning is equally important and often does not get the same focus. New Process & Benefits As part of IBM s continuous improvement activity, IBM s Global Delivery Centre identified decommissioning as a significant challenge on a major technical refresh and software currency programme for a large financial services organisation. It was also recognised as a potential source of client dissatisfaction. As a consequence, the team engaged pro-actively with the client and proposed a migration to a factory-based decommissioning model. Once implemented, the solution delivered significant client and IBM benefits - as an example reducing assets reaching end-of-life support by 75%. Key benefits include: Increased integration with the client s projects process enabling faster delivery and more accurate decommissioning; Parallel delivery of decommissioning with ongoing build activities leading to better SLA attainment and cost improvements; Increased client satisfaction for the programme resulting from the pro-active approach. This solution is applicable for many other client programmes and is now accepted as best practice within IBM s Global Delivery Framework Defect Prevention Forum. For more on this topic, please talk to your account team who will contact the IBM subject experts, Ed Farrell and Aparna Peddada, Global Delivery Centre 6

7 Service Quality Excellence - Global Delivery Centre Focus IBM s continuous improvement approach drives improved global operation Successful globalisation and standardisation at significant scale can be a major challenge for service organisations. IBM s UK and Ireland delivery unit has responded with measureable success through a renewed focus on how its Indian Delivery Centre and local country teams interact spanning management system, service relationship and account best practices. Improvements ranged from management and process interlocks, pro-active flagging of account issues, major incident management, quality of root cause analysis and technical skills enablement. Whilst retaining the benefits of globalisation, these improvements have resulted in much better end-to-end client focus. Issues / Concerns Reducing delivery centre issues Client Satisfaction : Volume of Issues / Concerns. Improving csat / reduction in issues. Feb Mar Apr May Jun Jul Aug Sep Oct Nov Month 2012 For our clients, this means: real improvement in service quality demonstrable at a client and country level (In 2012, change failures reduced by 59% with a 19% increase in change volumes); ongoing continuous quality improvement irrespective of the source of service provision; better end-to-end communication and understanding of client expectations; best practice that has been recognised and shared for client benefit across other IBM geographies. Improving overall IT change performance Successful Change % Consistently improving change success. Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Month 2012 For more on this topic, please talk to your account team who will contact the IBM subject expert, Colin Williams. 7

8 Technology Trends - Latest IBM Five in Five Each year, IBM unveils the Latest 5 in 5 -- five predictions about how technology innovations will change the way we work, live and play in the next five years. The 5 in 5 is based on market and societal trends as well as emerging technologies from IBM's research labs focused on these areas. In the latest 5 in 5, IBM makes predictions about how computing will expand in the realm of the senses. In the next era of computing the era of cognitive systems IBM predicts computers and software will gain amazing new capabilities. Today s computers calculate, automate processes and organize data - tomorrow s computers will learn, adapt and sense and begin to experience the world as it really is. These sensing capabilities will help us become more aware and more productive. They ll guide us to better decisions, improve our health and standard of living, enrich our lives and break down all kinds of barriers - including distance, language, cost and inaccessibility In future you will be able to reach out and touch through your phone. IBM 5 in 5 prediction The full 5 in 5 material has in-depth sections on sight, sound, smell, hearing, touch and even taste. To find out more visit For more on this topic and/or a client innovation briefing for your business please talk to your account team who will contact the IBM subject matter expert Tony Morgan 8

9 Hot Topics - Analytics as a Managed Service Our clients tell us analytics is a hot topic for their organisations. The ability to gain competitive advantage from data has never been more important to their business. IBM PureData System for Analytics Appliance Family combines storage, processing, database and analytics into high-performance data warehouse appliances that are purpose-built to make advanced analytics on big data simpler, faster and more accessible. Additional value can be delivered by use of an optional fully managed service for the appliance that includes a one stop shop for Installation Around the clock support Alerting, monitoring and service management DBMS support Additional support services More information on IBM PureData System for Analytics can be found here For more on this topic, please talk to your account team who will contact the IBM subject experts Omkar Kaplia and Hamilton Prium in the IBM Emerging Solution Team 9

10 IBM Innovation Resources for Creating New Capabilities Innovation with IBM s outsourcing clients is often rightly focused on matching and delivering existing proven IBM solutions and offerings with client needs. At other times clients require totally new capabilities to be developed to create differentiating solutions in the market place. On these occasions the IBM Strategic Outsourcing team often calls upon wider IBM innovation delivery programmes we summarise a number of these below. Tap into IBM s Innovation Delivery Capabilities IBM Research Capabilities including First of a Kind projects and the new SO Research Innovation Programme focused specifically on outsourcing clients both deliver new technology solutions to address clients business challenges using IBM Research teams and assets Extreme Blue the industry leading student intern programme delivering new prototype solutions with supporting implementation business cases in 12 weeks Emerging Technology Services projects to deliver software and middleware oriented solutions in emerging technology areas Outcome Based Solutions creation of new managed service deployments of IBM software and appliances Each year IBM delivers a number of the above projects with our outsourcing clients. If you would like to benefit by engaging with one ore more of these programmes or find out which is the right one to address your business challenge please contact your IBM account team for more details. 10

11 Innovation Events - Technology Innovation Exchange Days 2013 Following the success of our 2011 and 2012 events, we are pleased to announce we plan to run three more Technology Innovation Exchange days in 2013 exclusively for IBM s outsourcing clients in UK and Ireland. The events provide a combination of: Key trends and emerging technologies things for consideration now that may have disruptive impacts in the future Current hot topics what IBM is seeing in the market and working on with other clients today that will have a short term impact Technology demonstrations live demonstrations and discussions focused on innovation in action Interaction and networking interactive topics and an opportunity for clients to network with their peers and IBM subject matter experts (with a focus on delivery and development teams rather than sales) The first event is scheduled for February 26 th in IBM London South Bank. Key topics include the IBM Global Technology Outlook, Enterprise Security and the Future of the Enterprise IT Function. A few places are still available for the February event. If you would like to know more contact Trevor Clifton or register directly using this link 11

12 Client Innovation - IBM SmartCloud Enterprise+ Cloud continues to be one of the major innovation themes for IBM and our clients in We ve provided updates on Cloud and IBM s SmartCloud portfolio in previous editions so this time we focus on a client example of using SmartCloud services to drive innovation. 12 TP Vision uses the Smart TV platform to deliver interactive on-demand content and wider services to customer TVs - moving function from the TV to the cloud significantly reducing the cost of each TV - watch the video on YouTube IBM delivers a fully managed end to end application and infrastructure services solution to provide lower cost of entry with scalable content and infrastructure integration. This enables consistent management for millions of different connected consumer devices, deepening customer relationships and allowing interaction for the lifetime of the product. The cloud based solution runs on IBM SmartCloud Enterprise+ - TP Vision makes full use of the flexible infrastructure capacity provided and critically benefits from the enterprise levels of service and support which SCE+ provides IBM SmartCloud Enterprise+ is IBM s enterprise level cloud service automating provisioning, monitoring, management, security and compliance services to committed SLAs watch the video on YouTube. For more on this topic, please talk to your account team who will contact IBM subject experts Chris Wynne and Nigel White.

13 Client Innovation Examples One of the common requests we get for this update is to provide examples of the innovation we are delivering with other outsourcing clients. Often we can t provide exact details of the solutions where these drive competitive advantage etc but we can provide a flavour of some of the key projects delivered. Smarter Commerce solution - enabled record online Christmas sales for major retail client using a rapidly deployed integrated IBM software, application and flexible hosting infrastructure as a service solution Bring your own device services enabled flexible and secure use of employee devices separating business and personal data - driving cost savings and enhanced employee satisfaction and productivity Managed print services deployment delivering major cost savings with a financial services client - as part of a wider innovation programme focused on client cost savings Numerous additional innovation related workshops and projects from cloud to B2C mobility to big data and analytics to cost saving and industry specific themes and topics We ll be focusing more on client examples in future editions and during the Technology Innovation Exchange events in If you d like to highlight your innovation example please talk to your account team. 13

14 Questions and/or Feedback? As always we welcome questions, feedback and input. Please contact your IBM account team or Tony Morgan 14