Jean-Pierre Beelen Managing / Principal Consultant

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1 Demand & Supply Management in a Multi-Sourcing Environment ICT as strategic enabler for high performance Jean-Pierre Beelen Managing / Principal Consultant

2 Introduction Jean-Pierre Beelen Managing / Principal Consultant Getronics Lecturer Background Business Informatics > 20 years in ICT Management > 15 years in (Sales)Consultancy > 5 years in Solution / Services Marketing Specialism Business Development and Innovation Marketing and Portfolio analysis Aligning Business & IT Management

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4 Wat is de helft?

5

6 Agenda Maturity 01 February 2008 Getronics Confidential Page 6

7 Infrastructure Maturity Level Information Supply Chains Automating Business Processes Tiered Storage Networked Storage Archiving Reducing active data Working with cost effective data BURA Assuring business continuity Enabling data mobility & Central management Model Based Management Integration across Business applications Datacenter Automation Integration across the datacenter Next generation Backup Active archive creation Add value to consolidation: define multi tier storage Infoscape Smarts SOA s Virtualization ILM Remote management BU to disk Incremental BU CAS Migrations Policies Data classification Multi tier storage Define archive tier SAN / NAS solutions Using others data Data Availability Guaranteed Availability Replication & restore solutions Replication tools Synchroon / Asynchroon Mirroring, etc Source: EMC

8 Content Maturity Level Information Orchestration Automating Business Processes Application Integration Business Object integration Process Optimization Integration across enterprise applications Growing Infrastructure Requirements Workflow management Consistent organization Document Management Having a Secure repository Archiving Guaranteeing relevancy Compliance Collaborative working Enterprise Content Integration across the enterprise Add value to document processing and approving Metadata Repository Policy management Retention policies Process/Information Analysis Business Process Modeling Information rights mgt Authentication Record management Automated archiving Automated processes E-forms Status Approvals Version management Collaboration Working together Enabling document sharing e-rooms Roles and privileges Source: EMC

9 Security Maturity Level Enterprise Data Protection Automated policies Digital Rights Mgt Embedded Data Protection Security Lifecycle Mgt Digital Rights Mgt Growing Infrastructure Requirements VPN/SSL Secure communication Access Management Firewalls Intruder Protection Identity Mgt Operation security Infrastructure robustness Authentication Secure Remote Access Access/use control Business process robustness Identity Lifecycle Management Gateway Traffic Control Defining Security Protocols Key Mgt Information rights mgt Business Policy mgt Authentication (role based) Password Mgt Process/activity logging User credential management Role based identity mgt Permit/deny/proxy Mgt Trust zone management Network Access Control 2 way authentication Transmission security Data safety Anti virus Anti virus solutions Virus detection Virus elimination Source: EMC

10 Gartner I&O Maturity Model Roles Bus. Processes Governance Automate (Selfhelp) ICT Process (ITIL) ICT Catalogue Role based Standards Virtualisation Shared Services SLA -> KPI s Balanced Score Card Business Metrics

11 Business Maturity Model Source: Deloitte

12 Business IT Integration (BITI) Maturity Model Business Perception of need for IT IT Service Organization Source: Getronics PinkRoccade

13 Demand & Supply Maturity Model Businessgericht geen issue meer geen issue meer flexibel op tijd en op maat integratie vraagaanbod geen issue meer ICT is strategisch wapen geen issue meer geen issue meer geen issue meer geen issue meer focus op innovatie ICT is strategisch wapen Servicegericht Beheerst Klantgericht toe- afgestemd geoptigevoegdmaliseerd optimalisatie op waarde i.s.m. business voor klant via afspraken processen business pro-actief i.s.m. staat beheer klant centraal gezamenlijke strategie vorming geopti- gestan- geopti- processen maliseerd, daardiseerde maliseerd: ingericht, volume en gestroomlijnd meetbaar flexibel geïntegreerde en versneld voor aanbod, processen proces start met costmgt. integrale ontwikkeling en onderhoud van business & IT geoptimaliseerd i.s.m. gebruikers up to date informatieplanning en architectuur sturing en optimalisatie van de exploitatie afbakening helder tussen klant-it toespitsing op integraal klantgroep programma met inzicht in management consequenties vanuit van eisen en strategie wensen stabiliteit issue van klant en IT afspraken over niveau van ondersteuning en taakverdeling wijzigingen beoordeeld vanuit bus. & arch. perspectief betrokken in besluitvorming onderhandelen over basis dienstverlening wensen ICT- op elkaar strategie afgestemd afgestemd en globaal op op beleid business strategie gezamenlijke strategie vorming Klant bepaalt Klant is eigenaar Klant stuurt Technologie gedreven Exploitatie geen standaarden, geen planning, veel verstoring planmatig, onder controle Incidenten & Problemen ongestructureerd brandjes blussen: reactief P&D-catalogus, processen wijzigingen & SLM geïnitieerd, beheersbaar ingericht configuratie beschikbaar- conform proces heids- & standaarden ingericht capaciteitsbeheer reactief, geen overzicht geen geen afspraken projectmatige aanpak, ad hoc Wijzigingen & Projecten Service Delivery Ontwikkeling & Onderzoek algemene richting bepaald met weinig input van de business geen (formeel) beleid Strategie & Beleid aanspreekpunten deels belegd ad hoc Appl.-beheer & aansturing expl. af- particihandelinpatie in beginsel in gestruc- belangrijke tureerd projecten zelf op- zelf lossen/ doen regelen (Gebruikers)- ondersteuning Projectmngt. & wijzigingen Service Level Management begrip dat IT bestuurd moet worden niet Innovatie & trend watch participatie in belangrijke projecten geen relatie niet met IT Strategie & beleid klant kiest speerpunten uit ICTstrategie Klant volgt Klant kiest Source: KPMG

14 Maturity Model Business directs Business is owner 5 Business Oriented Business & ICT Aligned ICT accountable contribution to margin Business follows Business chooses Business decides 2 Processes / Controlled 3 Service Oriented 4 Customer Oriented Price per seat fixed, but what is in it? Processes embedded Repetition of activities Functionality charged for services actually used ICT services formulated in terms of business functions Price per seat variabel on basis of actual demand Internal processes tuned and integrated Dynamics in processes on basis of demand shifts 1 Ad Hoc/ Technology ICT is driven by pains, projects over time and over budget Ad hoc service delivery Processes recognized, but not embedded Source: KPMG

15 Agenda Multi-sourcing 01 February 2008 Getronics Confidential Page 15

16 What s the most import invention of the industrial revolution?

17 The industrial revolution provides important insights -Standardization of screw thread was one of the key inventions of the industrial revolution - Henry Maudslay

18 Standardization leads to interchangeability, specialization, economies of scale and mass production

19 Ultimately, standards have led to contemporary enterprise architectures

20 E2E Multi-sourcing model Business Business Business Alignment Alignment Incidents SPoC Identity & Access Management E2E Management COE Build Connectivity Storage Print facilities Messaging Enterpise Appl. Business Appl. Service Delivery Service Oriented Infrastructure CIO Office

21 Manage Multi-sourcing Source: Gartner

22 4 Worlds of sourcing Source: Gartner

23 Sourcing related to competence and value Source: Gartner

24 Is there ONE model for Demand & Supply Management?

25 Current management models Business Corporate ICT Third parties 1 2 Delivering change ASL/ITIL BiSL IS Lite Source: Atos Consulting

26 Agenda Supply Management 01 February 2008 Getronics Confidential Page 26

27 Business Model - Roles Service Portal SL Management Service Management Systems Management Continuous Improvement Architecture Development Procurement Asset Management Incidents Business Demand Management SPoC CIO Office Identity & Acces Management Customer Getronics COE Build Connectivity E2E Management Storage Print facilities Messaging Enterpise Appl. Business Appl. Business Alignment Relationship integration Service Integration Performance Measurement Account Management Vendor Management Reporting Charging Customer Satisfaction Service Oriented Infrastructure

28 Multi-Domain Monitoring Datacenter Generic Collector Customer dashboards objects Identity LAN Wireless WAN System Application Firewall IDS Cisco Works LMS QMS CWSLE Concord Microsoft MOM Net IQ Checkpoint P1 Cisco VMS Cisco CS-Mars Consolidation / Cross-Domain Correlation Engine Vigilance Security Correlation Engine Availability Monitoring Performance Monitoring Security Monitoring Incidents Correlation & Consolidation Engine Content security Red Siren Collector Capacity reports Trend reports Vulnerability reports

29 Security Monitoring

30 Agenda Demand Management 01 February 2008 Getronics Confidential Page 30

31 ICT roadmap drivers Technology Technology and and Service Service developments developments Business Business drivers drivers new bidders and changing needs posibilties ICTinfrastructure Continuous improvement Servicemanagement drivers

32 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q Q1 Q2 Q3 Q4 Business Drivers Innovation Acquisition Mobility International Presence Sustainability Value Add Technology and Service Drivers Web OS innovation Ubiquitous Access EAI Smart Objects and Ambient Intelligence Virtualization ILM Bandwidth Semantic Connectivity OS innovation Service Management Drivers Tooling Centralization Standardization Automate ICT Infrastructure Hermes Aurora 2006 Apollo Application Rationalization Wireless workplace Identity & Access Management Managed IPT Output Management Performance Management E2E Management

33 Business Oriented Scenario s Source: Microsoft Optimize your business infrastructure Build Customer Connections Drive Real-World Business Processes Optimize Your Finance Operations Optimize Your Sales Force Productivity Optimize Your Customer Service Enable Your Mobile Workforce Drive Business Performance Improve Compliance Payments Other Industry Priority Solutions.. Application Platform Optimization Model User Experience Business Intelligence SOA and Business Process Data Management Development BASIC STANDARDIZE D ADVANCED DYNAMIC IT and Security Process Business Infrastructure Requirements Unified Communications Collaboration Enterprise Content Management Enterprise Search Business Intelligence Business Productivity Infrastructure Optimization Model BASIC STANDARDIZE D RATIONALIZED DYNAMIC Core Infrastructure Optimization Model Identity and Access Management Desktop, Device, and Server Mgmt Security and Networking Data Protection and Recovery BASIC STANDARDIZE D RATIONALIZED DYNAMIC

34 Agenda The next barrier 01 February 2008 Getronics Confidential Page 34

35 Person-Centered Computing: Content, Context and Services PCC Drivers IT part of the fabric of normal (non-work) life Multiple devices User frustration over nonintegration Vista upgrade will create next big wave of user upgrade and migration pain High-bandwidth connectivity Automatic updates of Internet applications Advertising and other revenue sources Professional Content Corp. Archives Training Production Data Personal Records Sports Standings Services Work at Home Corp Apps Benefits Conferencing Meeting Records Community News Comms VOIP LAN Wi-Fi TV Tax Info E-Gov Shopping RSS Devices Cell Financial IM Home Security Memories Family School Schedule School Wi-Fi Broadband Cell Medical Calendar Memories Financial Info Banking Banking Hobbies Music Personal Source: Gartner

36 Business Service Oriented Infrastructure Service Oriented Infrastructure Demand Management SPoC Getronics C/ICT Identity & Acces Management E2E Management Managed Workplace Managed LAN Managed Mail Managed Printing Managed ERP Questions Thank you (Presentation available at slideshare.net) 01 February 2008 Getronics Confidential Page 36

37 Business Service Oriented Infrastructure Service Oriented Infrastructure Demand Management SPoC Getronics C/ICT Identity & Acces Management E2E Management Managed Workplace Managed LAN Managed Mail Managed Printing Managed ERP Business IT Alignment model Source: Gartner

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