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1 David Backham Soliloquy Ltd

2 Managing Complexity

3 Managing Complexity Compare two desktop solutions: Becoming One Alere: to Win 8.1 Windows XP Project Siena at Eversheds: Windows XP to Win 7 How to manage complexity? Different approaches. Discussion questions

4 Becoming One Alere Windows XP end of life forced change Business: Alere $3bn healthcare group, NY listed Had been on mergers & acquisitions spree over 5 years Global reach, 200 offices, 33 countries, 9 languages, 100 operating companies, 14,000 users IT support: 200+ make/model of PC, local helpdesks, disparate support, lack of control, service variable

5 Alere s Objectives Replace Windows XP (non-negotiable) Reduce Complexity Connect everyone in a single domain (alere.com) Consolidate helpdesks, establish global model for IT support (shared service) Standard equipment (5 make/models) Automate software distribution multiple ITSM tools (ServiceNow, CA ServiceDesk) Leverage global purchasing/licensing

6 Project 12 months $15m budget, 30 people based in Cranfield Technical team: Windows, Exchange, Office, SCCM Migration team: Planning the migration of 14,000 users and computers coordinating with business site reps Comms team: Communicating with users and stakeholders in 9 languages. Service Mgt: Establish global shared services in Atlanta, San Diego and Philippines.

7 Approach and Issues SCCM zero distribution points using Adaptiva Juriba automated data collection and business rules to facilitate User-led auto-migration (6 month window) Service Mgt: ITIL skills & maturity low in USA Closed UK helpdesk at start of project bad move but forced the issue Project highly dependent on business changes User-led migration - probably a flawed concept changed to site-by-site

8 Outcome Single global infrastructure for desktop (One Alere) Replaced Win XP Global purchasing? PCs (not yet refresh budget, asset transfer issues!) Software (Yes global EA with Microsoft) Global shared services new hires, new processes, consolidated toolset not yet in Philippines

9 Project Siena Windows XP end of life forced change Multinational law firm (LLP) 52 offices, 30 countries, major world cities 3,000 users (mainly UK) Outsourced IT support (Computacenter) Central helpdesk and IT support Mostly standard equipment

10 Eversheds Objectives Replace Windows XP Reduce complexity H/w agnostic build (Win Image) Automated software deployment Manage support for Lync with third party

11 Project Staged approach: small project team overseeing programme (ProgMgr, PA, ProjMgrs, Tech) 1.Win 7 build (solution) designed by third party 2.Accept into Service by outsourced IT support partner 3.Implementation project outsourced (work package) Sync with business changes (new support

12 Approach and Issues SCCM with distribution points Site by Site deployment (scheduling) Engineer-led migration (40 per night, run book, training) Spares (build or swap out) Service Mgt: Limited Win 7 skills, no Lync support Project dependent on business operations Limited deployment window (12 weeks) Change of support (new outsource contract)

13 Outcome Replaced Win XP Support now provided more effectively Win 7 support capability established Additional help from third party for Lync Will transition Lync support later

14 Summary Alere desktop solution reduced complexity but project approach was complex, costly, troubled. Lots of management issues in the group. Eversheds project was simplified by breaking out into phases and progressing. Complexity was in integration. Eversheds no one owning GPO decisions, desktop has unresolved management issues, different user

15 Summary Eversheds business culture (partners, treat them like gods dedicated engineering support) Alere tried to do project in-house and doing new things but couldn t make them work.

16 Discussion Was either of these a good or bad practice example? Vote which approach did you prefer? What might work in your organisation? Even the best planned project may be derailed by the business environment in which it operates. A good manager uses reflective practice and makes evidence-based decisions. (from my MBA studies).

17 Take away slide Some complexity might be unavoidable languages, countries, offices, businesses, tools, departments But if possible reduce complexity Use standardisation to lower TCO Run book, limited make/models, single Windows image Simplify projects using stages (PRINCE2) Transfer/mitigate risk outsource to specialist supplier

18 Follow-up Presentation given by: David Backham FSM MBCS itsmf Chairman Midlands and East Anglia region. Director of

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