Industrial Managed Services

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1 Industrial Managed Services M2M Summit 2012 Roland Schneiders Business Consultant Düsseldorf, 5th September 2012 Cofely Zuid Nederland BV Amerikalaan AE MAASTRICHT-AIRPORT

2 Application Engineer (1999) Project Manager (2003) Consultant (2005) Manager Automation (2007) Business Consultant (2011) Product Strategy Energy Product Developm ent Product Mgmt Product Marketing Information Technology

3 Content Cofely GDF Suez Industrial Managed Services Discussion Service Management

4 Energy services within GDF SUEZ GDF SUEZ Energy France GDF SUEZ Energy Europe & International GDF SUEZ Global Gas & LNG GDF SUEZ Energy Services GDF SUEZ Infrastructures SUEZ Environment 13.6 billion turnover 17% of the Group s turnover 77,000 employees 40% of the Group s employees 1,300 locations in Europe 120,000 clients 30 countries

5 Our Mission To provide energy and environmental efficiency solutions through multitechnical services and Brazil, Canada, French Overseas Territories, India, Middle East, others

6 Engineering Facilities Management GDF SUEZ ENERGY SERVICES Installation Energy Networks and on site Utilities Management Multitechnical operations & maintenance Industrial Managed Services 2009 Client Portfolio

7 Project Industrial Managed Services Solution Value Chain

8 Industrial Managed Services (ims) is a strategic method for improving operations. This online service gives entrance to information, with an integral approach to your business targets. The user experiences an userfriendly and consistent web portal, showing information derived from several data-sources or applications. With this information the users can manage, decide and act on an operational, tactical and strategic level. Besides the modern ICT platform, the ims concept differs from other solutions by the philosophy of the data-processing, analyses and workflows of condition based services. All standard modules and functionality contribute to: Efficiency Avaliability - Reliabilty Environment Security of Supply Reliability - Continuity

9 Supply Chain Management (Partners) Chips and Software Module Suppliers Device Manufacturer Network Services Service Providers ims Product Management

10 ims SaaS (Software-as-a-Service) Business Integration M2M communication (monitoring) IaaS Infrastructure-as-a-Service Connectivity Cross-border Net Aachen Dark-Fiber Datacenter Maastricht-Airport Aachen (DU) / Namur (BE) Twinning location

11 Service Management Incident-, Problem- en Change Processes, Ticketing Root-Cause en Impact Analysis Life Cycle en Asset Mgmt Software Version Mgmt Business Discovery Reporting Historical Analysis Self-service Business Intelligence Supervisory and Control Real-time: - Process Control - Building Management - Facility Management Video Surveillance Access Registration Energy Services Energy Monitoring Energy Analysis/Optimization Energy Exploitation

12

13 Project Cofely Solution Service Management

14 1 Asset monitoring (M2M communication) Root Cause/Impact Analysis 2 3 Standardized procedures (ITIL for industries) Strategic Tactical Operational 4 Modular Service (matching the ambition of organizations) 5 Online Service (Cloud Computing)

15 WI Registratie van klachten en incidenten WI Prioriteitbepaling incident PH Change Management Start PH Call handling 1. Detectie en registratie klacht/ incident 2. Classificatie incident 3. Raadplegen bekende incidenten 4. Beveligingsincident? 6. Change? 7.1 1e lijn herstel? 7.4 Herstel binnen SLA tijd 8. Informeren klant, bijwerken en afsluiten incident Stop 7.2 2e / 3e lijn herstel? 7.5 Escalatie naar problem? 7.7 PH Problem Management 5. Informeren security medewerker 7.3 Informeren Incident Manager 7.6 Escaleren naar hogere prioriteit en informeren klant PH Security Management Registratiesysteem / known error database Problem Management Change Management Capacity Management Service Level Management Release Management Incident Management ims ServiceCenter Private Cloud Procedures and Ticketing TB medewerker / consultant of engineer Incident Manager Incident Manager SD medewerker TB medewerker / consultant of engineer Maastricht-Airport Cofely Zuid

16 Monitor (Operationeel) Asset Services (Tactisch) SLA Business Services (Strategisch) Feasibility audit Configuration Management Value Creation Audit Agree Managed Services (can) grow synchronically with the ambition or maturity of the customers organization. A Service Level Agreement, containing clear and appropriate asset and service parameters. Contract Advice

17 Impact Root-Cause Analysis Incident Manager WI Registratie van klachten en incidenten WI Prioriteitbepaling incident PH Change Management Start PH Call handling 1. Detectie en registratie klacht/ incident 2. Classificatie incident 3. Raadplegen bekende incidenten 4. Beveligingsincident? 6. Change? 8. Informeren klant, bijwerken en afsluiten incident Stop 7.1 1e lijn herstel? 7.4 Herstel binnen SLA tijd 7.2 2e / 3e lijn herstel? 7.5 Escalatie naar problem? 7.7 PH Problem Management 5. Informeren security medewerker 7.3 Informeren Incident Manager 7.6 Escaleren naar hogere prioriteit en informeren klant PH Security Management Registratiesysteem / known error database Business Documentation Manuals Electrical Drawings Inspections Process Values Configuration Item Instant Access Incident Manager SD medewerker TB medewerker TB medewerker / consultant of engineer / consultant of engineer Trends Real-time values Procedures and Ticketing Procedures/workflows Ticketing History Registration Service Level Management Availability KPI s CMDB

18 Screenshots of the IMS Portal

19 Case Study: Cofely Datacenter, Maastricht, NL Service Management Module Automatic monitoring (M2M) Service management: - Guaranteed follow-up (no missed events) - Standardized workflows (no loose ends) - Tracibility to asset level (condition based maintenace)

20 Case Study: Cofely Datacenter, Maastricht, NL Business Discovery Module Export values for analysis Up to real-time Visual analysis over different horizons

21 Case Study: Cofely Datacenter, Maastricht, NL Supervisory and Control Module Visual perimiter check from anywhere Visual machine status check

22 Case Study: Cofely Datacenter, Maastricht, NL Supervisory and Control Module

23 Project Cofely Discussion Value Chain

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