Transformation & Efficiency of IT Service Desk. IT Director, Martin Wiesener

Transcription

1 Transformation & Efficiency of IT Service Desk IT Director, Martin Wiesener

2 Agenda Falck Transformation of Organization KPI as a Strategic Toolset Service Delivery on Commercial Terms Cost Efficiency & IT Service Delivery Center May 2014

3 Strong core values Efficient We look for solutions rather than problems. We take responsibility show initiative do the job - and we do it on time Reliable We repay your faith in us by always keeping our promises. We are people you can trust enjoy an open dialogue with our colleagues and the communities we serve are dependable, resourceful and respectful Accessible We are always available and ready to help. We are here to help friendly and forthcoming attentive and approachable Competent We constantly make an effort to retain and improve our skills. We add to our expertise as we expand and meet new challenges always deliver are determined to learn and we consistently refine our skills Helpful We want to make people safer in their everyday lives. We make an extra effort share our knowledge take pride in being considerate and caring Fast We respond quickly and with dedication whenever people need our help. We are on top of the situation flexible yet focused capable of doing things right on the first try 3

4 Business Streams Emergency The leading international private provider of emergency services and the only intercontinental ambulance provider Assistance The leading Nordic provider of auto and home assistance services Healthcare Danish market leadership within provision of private healthcare services Safety Services The leading global provider of offshore and maritime safety training

5 ...and Falck has experienced a strong financial development... Revenues (EURm) >45 acquisitions since 2005 and we are currently represented in 40 countries Strategic expansion into US and Latin America in 2010/2011

6 High level governance structure Falck Group Board of Directors Group Executive Management Group Support Functions Emergency Executive Management Assistance Executive Management Healthcare Executive Management Safety Services Executive Management

7 Transformation of Organization

8 Falck IT Organisation Group CIO Torben Ruberg Shared IT Services Business IT Emergency Assistance Healthcare Safety Services Denmark Europe Asia Pacific & Africa Latin America US Jacob Pedersen Jon Henningsen Jonathan Williams Kristina Egund Sven Boesen Torben Ruberg Torben Ruberg Pedro Fiorito Peter Jorna Entity IT Entity IT Entity IT Entity IT Entity IT Entity IT Entity IT Entity IT IT Core Services Martin Wiesener

9 It Core Services Organization status before transformation 2011 SUPPORT BACKUP PROCESS CLIENTS MONITORING INFRASTRUCTURE

10 SWOT IT Core Services 2011

11 Organizational structure IT Core Services Architecture & Innovation IT Projects & Transitions IT Infrastructure Services IT Support Services IT Service Management & Business Application IT Controlling & Administrative Services

12 May 2014 KPI as a strategic toolset

13 Strategic Objectives Cost Efficiency Organizational Excellence Business Relations Minimize Risk

14 Annual Development Dialogues Falck IT Core Services -Balanced Scorecard Report 2012 Initiatives Theme Initiative Goal Organizational Excellence Bind individual 1:1 performance targets with department goals. All employees have at least one personal KPI related to either Initiatives or performance

15 Management reporting

16 Monthly Overview Incidents, Service Requests and Change Requests Entities - Registered Incidents, Service Requests and Change Requests Dec Jan Feb Cases % Cases % Cases % Falck Redning (Assistance) Norway 27 3% 27 3% 23 2% Falck Teknik % % % Falck Travelcare Sweden 53 5% 53 5% 44 4% Assistance Denmark % % % Falck Räddningskår (Assistance) Sweden 31 3% 31 3% 49 5% Falck Assistance Finland 27 3% 27 3% 19 2% FTC Smørum % % 99 10% FTC Vejle 23 2% 23 2% 13 1% Total % % % * No. of open cases at reporting time

17 May 2014 Service Delivery on Commercial Terms

18 Our Services and Deliveries The individual Service Agreements includes the following services as described in the Service Catalog: General Services Active Directory Services Platform Services Server Services Standard Server Operation Services Additional Server Services Client Services Falck IT Service Desk Add on Services Connectivity Services Remote Access Services Work at home ADSL networks Local/Central ADSL networks Application Management Services Microsoft Dynamics (Navision) Application Management Electronic Invoicing (Basware/SIFF) Application Management Telephony Application Management Falck IT Shared Service Center

19 Service Catalog The Service Catalog describes the most common deliveries carried out by Falck IT Core Services Server Services, Client Services, Connectivity Services and Application Services are optional services each service will be specified in individual entity-specific Service Agreements. Services delivered according to SLI(Service Level Intentions) Falck IT Shared Service Center

20 IT Client Services

21 Cost Model User Support & Services Workstation Base Cost Workstation Complexity User Base Cost Total monthly Cost Entity based support agreement Support Service X Cost Support Service Y Cost Support Service Z Cost Shared Service X Cost Shared Service Y Cost Shared Service Z Cost New FTE Cost Model

22 May 2014 Focus on cost efficiency Establishing a Service Delivery Center

23 Cost Development in IT Core Services Index ITCS Budget Increase Revenue Increase User Increase ITCS FTE Increase TREND: * Falck Revenue triples * ITCS Budgets triples * ITCS FTE s triples * User Count only doubles

24 Price per User Price per User TREND: Price per user does NOT decrease No Economy of Scale

25 Service Delivery Center Background Vision Move standard services & deliveries in order to provide the business with the best quality/costratio. Ensure agile and flexible service delivery to the growing business. Enable organization to deliver more for the same or less

26 Role transformation Service Manager Service Operator Service Lead DK PL

27 Organizational structure IT Core Services Architecture & Innovation SDC Governance IT Projects & Transitions IT Infrastructure Services IT Support Services IT Service Management & Business Application IT Controlling & Administrative Services Virtual Team Service Delivery Center (SDC)

28 May 2014 Summary

29 Past 3 years Organization Processes Staff Business oriented Common goals 2011/ / /2014 Infrastrucuture platform Standardized services Financial Cost model Data quality

30

31 WE ARE ALWAYS THERE

32 Presentation name 32