Aligning IT with Business Needs (Why Right-sourcing works)

Transcription

1 Aligning IT with Business Needs (Why Right-sourcing works) Mike Ryan

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4 Challanges running IT Keeping IT Running Value Costs Mastering Complexity Aligning IT With Business needs Regulatory Compliance Security

5 and the road to success is processes Business Goals: Financial Customer Input Internal Innovation Project Process Output Architectural Models

6 and translated into the real world Example: a Community must Output Input

7 and the road to success is processes Business Goals: Financial Customer Input Internal Innovation Project Process Output Architectural Models

8 Our Journey

9 Starts with - Vision and Mission Our Vision No limits whether our customer might be small or large, need a complex IT solution, or not, - we re always seeking ways to align IT to business needs. Our Mission Build trust and confidence by delivering outstanding quality products and services. add real value to Customer business. Be the unique partner that seeks only to address the requirements of our customers business by using the knowledge, capability and resources appropriate to that requirement; whether that is from our own resources or the best resource available through partnering

10 Organisation Governance Software Consultancy Partners Partners Services Partners

11 Company: essist omikron group (essist) Country base: Sweden Primary coverage: Nordics Secondary coverage: Europe essist omikron group Company: (TBD) Country base: Germany Primary coverage: Germany Secondary coverage: Austria, Italy, Switzerland, Eastern Europe Company: essist omikron group (OMIKRON) Country base: UK Primary coverage: UK + Ireland Secondary coverage: Europe, US Company: EOI Country base: India Primary coverage: Northern Europe Secondary coverage: Asia Our own example

12 IBM Managing the hardware vendor interface DELL Sourcing new solutions and services Vendor + INFRASTRUCTURE ERP vendor Vision Raz-Lee Managing the software vendor interface Hardware and System Support and hosting team APPLICATION Software and ERP C U S T O M E R Databorough Our own example

13 Our own example

14 Our own example

15 1st Line 2nd Line 3rd Line N-Line Tracking & Progress Monitoring Tracking & Progress Monitoring Service Request e.g access Detect and Record Classify & Support Request from e.g. user/sys Problem Management Availability Management Capacity Management Change Management SLA Management Vertical Escalation Investigate/ Diagnose Resolved? NO Investigate / Diagnose NO Investigate / Diagnose Tier N Vendor Resolve & Recovery Resolved? Resolved? CLOSE & Document Horisontal Escalation Our own example Alert Event Incident - Problem

16 Governance and standards We needed some rules. We needed a framework Control Objective for Information and Related Technology Plan and Organize Acquire and Implement Deliver and Support Monitor and Evaluate

17 Governance and standards Information Technology Information Library Use IT as a tool to facilitate change ITSM Leverage common resources Identify when we do not have the resources Investigate where to find the resources Drop the new resources into the framework New Language Alert, Event, Incident, Problem Helpdesk Vs Service Desk

18 How do Governance and the Business Drive IT? Perspectives Financial Customer Internal Learning & Growth Business Goals 1 Provide a good return on investment of IT-enabled business investments. 2 Manage IT-related business risk. 3 Improve corporate governance and transparency. 4 Improve customer orientation and service. 5 Offer competitive products and services. 6 Establish service continuity and availability. 7 Create agility in responding to changing business requirements. 8 Achieve cost optimisation of service delivery. 9 Obtain reliable and useful information for strategic decision making. 10 Improve and maintain business process functionality. 11 Lower process costs. 12 Provide compliance with external laws, regulations and contracts. 13 Provide compliance with internal policies. 14 Manage business change. 15 Improve and maintain operational and staff productivity. 16 Manage product and business innovation. 17 Acquire and maintain skilled and motivated people. Source: CobIT - Control Objectives for Information and related Technology

19 How do Governance and the Business Drive IT? Matching...Business Goal to IT Goals? Source: CobIT - Control Objectives for Information and related Technology

20 Business Objectives ME1 Monitor and evaluate IT performance. ME2 Monitor and evaluate internal control. ME3 Ensure compliance with external requirements. ME4 Provide IT governance. Governance Objectives Efficiency INFORMATION CRITERIA Integrity PO1 Define a strategic IT plan. PO2 Define the information architecture. PO3 Determine technological direction. PO4 Define the IT processes, organisation and relationships. PO5 Manage the IT investment. PO6 Communicate management aims and direction. PO7 Manage IT human resources. PO8 Manage quality. PO9 Assess and manage IT risks. PO10 Manage projects. Effectiveness Availability DS1 Define and manage service levels. DS2 Manage third-party services. DS3 Manage performance and capacity. DS4 Ensure continuous service. DS5 Ensure systems security. DS6 Identify and allocate costs. DS7 Educate and train users. DS8 Manage service desk and incidents. DS9 Manage the configuration. DS10 Manage problems. DS11 Manage data. DS12 Manage the physical environment. DS13 Manage operations. MONITOR AND EVALUATE DELIVER AND SUPPORT Compliance Reliability LEVERAGE IT RESOURCES Applications Infrastructure Confidentiality Information People ACQUIRE AND IMPLEMENT PLAN AND ORGANISE AI1 Identify automated solutions. AI2 Acquire and maintain application software. AI3 Acquire and maintain technology infrastructure. AI4 Enable operation and use. AI5 Procure IT resources. AI6 Manage changes. AI7 Install and accredit solutions and changes. IT Governance ( CobIT) Framework (example)

21 IT Governance ( CobIT) Framework (example)

22 IT Governance ( CobIT) Framework (example)

23 Catalogue... Your infrastructure Essist bridge the gap between Infrastructure and Applications Systems Applications Services High Availability Services Catalogue Management Utilities Services Governance & Compliance Strategies Your Applications

24 Catalogue of services System Application Services A flexible and extensive set of offerings that cover In-house and Outsource options for assisting in managing your IT assets and resources. From simple out-of-hours hardware monitoring to full system and application 1 st line/2 nd line helpdesk and hardware hosting. It is no longer a company s ownership of capabilities that matters but rather its ability to control and make the most of critical capabilities. Source: IT Governance Institute Systems Applications Services Management Utilities Services Catalogue High Availability Services Governance & Compliance Strategies Flexible Sourcing Options Servive Delivery Basics Transition Management In-House to Outsource System Monitoring Skills transfer Mixed-Sourcing Application monitoring Physical relocation Outsource to In-House Help desk Education Right-Sourcing! 1st / 2nd line support Full service more details

25 Catalogue of services Management Utilities Services An extensive set of World Class services, software utilities and applications that Essist would use in hosting your applications. You can take advantage of the huge cost savings on both the matchless Contracts Management service and the optimisation software even on your in-house systems. The increasing size of the technology solution space is driven by the pace of technological evolution. Source: IT Governance Institute Systems Applications Services Management Utilities Services Catalogue High Availability Services Governance & Compliance Strategies Contract Management Systems Management Distribution & Delivery Management service for configurations and IBM and other vendor contracts Application Analysis and Documentation Automatically recover application documentation Automatically map out existing application design System Management and Optimisation for the System i Data & Database Management Advanced Archiving for databases Enterprise wide data sharing archiving & compliance Advanced, secure, compliant management of more details

26 Catalogue of services High Availability Services Systems Applications Management Utilities Services Services Catalogueo High Availability Services Governance & Compliance Strategies Availability of your core systems is vital so whether you go for hardware or logical replication, Essist give you access to the worlds leading range of software for full System Availability, Continuous Data Protection and Disaster Recovery offerings on multiple platforms. To determine appropriate availability investments, enterprises need to understand the consequences of downtime. Understanding these consequences will help determine the appropriate level of investment for both day-to-day operational availability and business continuity. Source: IT Governance Institute Enterprise Business Continuity A business level service covering a broad range of resiliency opportunities Vaulting and CDP Vault Availability Solutions Recovery and CDP roll-back capability Physical High Availability Management solution to complement IBM HASM Logical High Availability HA for SMB HA for AIX HA for Enterprise HA for Windows more details

27 Catalogue Governance & Compliance Strategies Systems Applications Services Management Utilities Services Catalogue High Availability Services Governance & Compliance Strategies Essist promote the principles we adopt ourselves. With some assistance and advice from us, implementing the world renown COBIT IT governance standards and the ITIL Service Management standards can become a real and valuable goal for any size of organisation. IT governance is the term used to describe how those persons entrusted with governance of an entity will consider IT in their supervision, monitoring, control and direction of the entity. How IT is applied within the entity will have an immense impact on whether the entity will attain its vision, mission or strategic goals. Source: ROBERT S. ROUSSEY, CPA, PROFESSOR,. UNIVERSITY OF CALIFORNIA essist omikron group will help you to: Facilitate the adaptation of IT assets and resources to meet the Business requirements Develop a process framework for good practice using De-facto standard components of COBIT and ITIL Organise IT activity through this new standard process model Identify major IT resources to be leveraged Define management control objectives to be considered more details

28 Proposition Services Helpdesk Application Support Application Operation Application Monitor System Monitor Hosting Contract Management Design Recovery ISSO247 Consultants Project Managers Business Technical Migration Integration Data load Data warehouse Archiving Availability ISSO247 Products OP5 AMP/SPM - Application and System Monitoring Data Manager - Database Archiving (Movex) DB-ARK Database Archiving (Generic) Director Systems Management Replicate1 Real-time data transformation Multi Support Intelligent Document Archiving Vision High Availability and DR o s mailrecorder compliance XA - Design Recovery and documentation ISSO247

29 A Broad portfolio Management Service Manager Application Manager Technical Manager Monitor & Evaluation Knowledge Technical Operations Business Applications Business Processes Organisation SLA Services 24x7x365 Helpdesk Service Desk Technical Services Processes Incident Management Problem Management Change Management Config. Management Partners Customer Ltd

30 Support occurs at many levels Users have a job to do it is NOT an IT job! First User Contact, get the problem noted and tracked Problems need to be logged, tracked, managed, escalated and eventually resolved! The User is only interested in the last bit but wants to be reassured that all the rest is actually happening! DECISION! Can 1 st line fix the issue? If not then get the correct support alerted and on the case. 2 nd line Application Support 2 nd line Technical Support 2 nd line System Support 3 rd line - Application Vendor 3 rd line Systems Vendor

31 Support occurs at many levels but only one interface is important to the users! USER USER USER USER 2nd Line 2nd Line 2nd Line Support 2nd Support Line Support Support 3 rd Line Vendor Support

32 The ISSO247 offering Self Service offerings Application Monitoring Package Scalable and in alignment with your business goals OP5 Monitor with : - M3/Movex Application Monitoring plug-ins (AMP) System i Monitoring plug-ins (SMP) Customer Ltd Customers own Support Team Benefits Warnings before halts occur. Builds on a established and welltried OP5 monitor platform Automated correction of common system issues Warnings and alarms directed to display, SMS and/or Escalation to correct responsible resources Reduces expensive time used for diagnosis/error detection AMP SMP

33 The ISSO247 offering Helpdesk Offering Various Service Levels Scalable and in alignment with your business goals Service Operations cover Helpdesk 7*24*365 7*10*365 5*10* 225 Customer Ltd Help Desk User choice of cover Operations Support Service Manager Benefits Time based or 24/7 monitoring, incident handling and escalation management Optional Customer 2 nd line support Optional EOG provided 2 nd line application support Optional EOG provided System i support Optional reporting to validate SLA responsibilities 2 nd Level System support team 2 nd Level Application support team Support Team Support Team

34 The ISSO247 offering Services offering Remote Application Monitoring and Operations Scalable and in alignment with your business goals Service Operations cover Helpdesk Application Monitoring Application Operation Customer Ltd AMP Help Desk 24*7*365 Operations Support Service Manager Benefits All Helpdesk advantages plus ++ We can monitor your Application (Movex/M3) We can automatically rectify many common M3/Movex issues We can escalate where required to your own teams or optionally to our teams Your own team manages the hardware platform Application Monitoring & Services 2 nd Level Application support team Support Team

35 The ISSO247 offering Scalable and in alignment with your business goals Services offering Remote System Monitoring and Operations Service Operations cover Helpdesk System Monitoring System Operation Customer Ltd Help Desk 24*7*365 Operations Support Service Manager Benefits All Helpdesk advantages plus ++ We can monitor your System (Platform System i) We can automatically rectify many common System i issues We can escalate where required to your own teams or optionally to our teams Your own team manages the M3/Movex application SMP System Monitoring & Services 2 nd Level System support team Support Team

36 The ISSO247 offering Scalable and in alignment with your business goals Service Operations cover Helpdesk Application Monitoring Application Operation Business Application Support Benefits We take care of your Application Operations Services offering We monitor your M3/Movex Application We act upon the monitoring and respond to user enquiries and manage your Application We manage your business application support (Development, PTFs etc.) We are part of your business and are focused to reach your business goals Application Operation & Support Customer Ltd AMP Application Monitoring & Services Application Support Services Business Development Help Desk 24*7*365 Operations Support Support Team Service Manager 2 nd Level Application support team Support Team 2 nd Level Technical support team Support Team

37 The ISSO247 offering Services offering ERP on Demand Scalable and in alignment with your business goals Service Operations cover Helpdesk Hosting System & Application Monitoring System Operation Application Operation Business Application Support Benefits We deliver a working ERP solution to your users We run your System and Application operations We manage your business application support We are part of your business and are focused to reach your business goals Customer Ltd Hosting Platforms e.g. Essist AMP SMP Application Monitoring & Services System Monitoring & Services Application Support Services Business Development Help Desk 24*7*365 Operations Support Support Team Service Manager 2 nd Level System support team 2 nd Level Application support team 2 nd Level Technical support team Support Team Support Team Support Team

38 Right Sourcing (Smart-Sourcing) Keep in-house the knowledge that the business needs Make sure that the IT delivery truly matches the Business Needs Outsource, selectively, that which others can do well Look at cost always Plan the in-house return Plan the transitions carefully Stqay in control