IT Service Portfolio Credit Suisse

Transcription

1 Portfolio Credit Suisse 3. Swiss Business- & Mgmt Forum 2011 Date: March 23, 2011 Author: Patrick Schärer, Director Credit Suisse AG, Zurich patrick.schaerer@credit-suisse.com

2 Table of Contents Agenda I. Concept of Portfolio Credit Suisse Goals & Deliverables of Portfolio Mgmt Mgmt Pyramid / & IT Product Definitions Global Catalog ' Mgmt Compliance' KPI Portfolio Mgmt Process & Process Overview II. Implementation & Roadmap Global Rollout / 3-Year Roadmap Proof of Concept Pilots Achievements Expected Benefits for Business & IT Date: March 2011 Slide 2

3 I. Portfolio Mgmt Concept

4 Control IT risks Business strategy Ensure quality and stability Grow the IT workforce of the future Control IT risks Manage technology assets Control IT risks Manage technology assets Business strategy Ensure quality and stability Business strategy Balance IT operating model Grow the IT workforce of the future Balance IT operating model Grow the IT workforce of the future I. Goals of 'IT SPM' Targeted to Help Implement Key Priorities in IT Control IT risks Manage technology assets Focus on our clients Business Strategy Ensure quality and stability Grow the IT workforce of the future Balance IT operating model Focus on Our Clients Enable business to steer IT cost effectively Improve transparency of IT cost drivers and levers Define and implement governance with clear accountabilities and responsibilities Establish 's' as a standard unit for budgets, forecasts and performance reports Manage Technology Assets Ensure Quality and Stability Build and maintain a robust and scalable Global ' Catalog' Align 's' with underlying 'IT Products' to be defined in a proposed Global 'IT Product Catalog' (e.g. applications, base products, etc.) Tailor 's' to optimally use IT resources based on current and forecast business demand Complete a business-approved 'Service Level Agreement' (SLA) for each '' Establish mechanisms to measure, report and manage '' delivery versus performance thresholds specified in SLAs IT SPM: Portfolio Management Date: March 2011 Slide 4

5 I. Portfolio Mgmt Deliverables Defined and implemented IT SPM concept to: Ensure common understanding of key aspects and governance of 'IT SPM' Globally roll-out IT SPM approach, leveraging already available know-how/resources Align '' as a standard unit for budgets, forecasts and performance reports An IT S ervice delivers an agreed set of business functionality and is managed against an approved S LA IT S ervice Catalog 'Business Aligned' SLA Business Client * Applications Platforms Base Products Resources Client view 'Billing' Manufacturing view 'Cost' Main characteristics Supports a business demand Delivers an agreed set of business functionality to a business client by means of a combination of 'IT Products Is managed against a business approved Service Level Agreement(S LA) that establishes expected performance levels Is priced based on the cost of the supporting IT Products and Projects Is published in the IT-wide 'Global IT Service Catalog Is managed and maintained by an 'IT Service Manager' and 'Business Service Manager' Built foundation for maintainable & integrated Global Catalog: Global Catalog contains all s delivered to the business Provides standard, consistent Reporting in line with IT Scorecard KPIs, Availability Dashboard ( e-2-e Monitoring) also basis for Avail. Dashboard Managing service levels delivered vs. service levels agreed: Established business-approved 'Service Level Agreement' (SLA) for each '', according to roll-out plan (roll-out to be continued in 2011/12) Established mechanisms to measure, report and manage '' delivery versus SLA Managing and improving quality of IT service provision Proactive and customer-oriented communication in case of incidents / outages (ISAS Alerting System) SLA Date: March 2011 Slide 5

6 I. Pyramid s / IT Products IT Products Applications Catalog 'Business Aligned' IT Product Catalog 'Manage Cost' Platforms OLA Base Products SLA ZOS Mainframe Windows Solaris Business Client DW H OMNI IT Value Creation Chain JAP BELUNI AIX Data Center Infra. Network Intergr. Security Sys Mgmt. Database& OS & Mainframe Data Infra. Data Mgmt Trans. Server Voice managers Storage RZ Infra.... GB Linux GB Solaris Dev. Environ. & Test Mail & Directories Sales view 'Billing' Manufacturing view 'Cost' An Delivers an agreed set of business functionality to a business client by means of a specified set of 'IT Products' (e.g. applications that rely on platforms, servers, networks etc.) Is managed against a business approved Service Level Agreement (SLA) that establishes expected service levels Is priced based on the cost of the supporting 'IT Products' Is published in the IT-wide 'Global Catalog' An IT Product Represents an internal view of the IT value chain that includes the people, hardware, software and processes that are combined to support business aligned s Has a clearly defined set of operational features (e.g. availability, capacity, support) with IT-approved Operational Level Agreements (OLAs) Is associated with costs (split between fixed/variable parts) Is aligned to the physical view of the 'IT Product' hierarchy namely: Applications, Application Platforms / Runtime Platforms and Base Products Is published in the IT-wide 'Global IT Product Catalog' Resources Int. S taff Ext. Staff Real Estate Other Software Hardware Umbrella Private Banking FrontNet Direct Net Message Broker Payment Services Investment Banking Derivatives Elect. Trading Plat. Derivatives - Market Data Equity Order and Trade Entry IBD Payments-Americas Shared Services HR Management Global PeopleSoft Financials Public Web Platform Legal Document Mgmt Infra. Services Telephony Network Messaging SLA* SLA* SLA* Date: March 2011 Slide 6

7 I. Global Catalog Web-based tactical solution Contains leading structural data on s (e.g. applications to IT services mapping) Also contains all published, business-approved SLAs Is linked through various interfaces to corresponding systems Role-based permissions management, easy and comfortable usability for Mgr community Quick overviews extended filtering options Global Catalog provides the following interfaces: Common DB CATI ADB PTS R2 Asset Manager 5 IN Global IT S ervice Catalog OUT GSAR CRES Locations IS AS IT Plan (Baskets) R2 IT Plan or Billing CH R2 Asset Manager 5 Date: March 2011 Slide 7

8 I. KPI ' Management Compliance' s are managed according to assigned 'Maturity Levels' In total, 19 criteria defined to measure committed Maturity Level Enables continuous process improvement, KPI is an instrument to support the IT SPM rollout SLA Service Levels Reports review meetings Service Optimization Business Demand Version 1.0 0: Minimum 1: 1: Standard Reactive 2: Advanced 3: Premium Proactive SLA defined SLA defined SLA defined SLA defined Service Time, Availability, Only best effort Service Time, Availability Service Time, Availability, BCM, Performance, others (no commitments) BCM and Performance possible e.g. volumes No IT S ervice reports IT S ervice availability and IT S ervice availability, Each defined Service Level for business financial reports for business financial, B C M and is reported to the business. performance reports for Additional reports are business available e.g. volumes No IT S ervice review IT S ervice review meetings on Regular review Regular review meetings business demand meetings meetings and on customer request IT S ervice intentionally Reactive service optimization Service optimization on a Proactive service unmanaged based on Reporting defined basis optimization on a defined basis Business demand Business demand collected Business demand collected Business demand is actively not collected in a structured way used to steer the service Improves transparency and mutual agreement between IT and Business Business decides on assigned Maturity Levels, in cooperation with respective IT organization Resource/cost transparency for the management of s, charges per Maturity Level currently being defined Ability to show and control the quality of Management across Credit Suisse IT, with quarterly assessments & reviews: Q1 Q2 Q3 Q4 # s ML agreed Managed KPI % 28% 41% 52% 72% Date: March 2011 Slide 8

9 I. IT SPM Interpretation of Portfolio IT S ervice Portfolio Management Process: Define s in Scope Create & Maintain Portfolio Categories Main Deliverables Level 4 (Activities) Level 3 Role Process IT Portfolio IT Portfolio Process IT Portfolio Officer IT Portfolio Officer Manager Manager Officer Officer Manager Establish Define Create & Maintain Analyze Approve Monitoring & Control Evaluate IT SPM s Portfolio IT SPM Framework in S cope Categories Portfolio Portfolio Portfolio Decisions Performance Establish goals, Identify IT Define IT S ervice Assess IT Review, Prioritize Monitor, control and Review IT principles, Service assessment criteria Service Portfolio and approve IT communicate execution SPM process roles and inventory balance based Service portfolio of IT S ervice P ortfolio performance responsibilities (active, on B usiness investment decisions and identify planned, and needs, Risk, ROI decision improvement retired IT and capabilities applicable for all plans Services) portfolio levels Alignment inventory with IT Project Portfolio Management IT S PM Structured IT S ervice portfolio Evaluated IT S ervice IT S ervice portfolio IT S ervice Framework portfolio of in categories proposal for IT portfolio decision and execution Portfolio scope IT Service portfolio decisions report Management Services based on process separated by business strategy IT project evaluation/ division (basket) and drivers, requests improvement and region business cases initiative and portfolio categories in align with baskets Portfolio view: allows assessment of each individual s allows benchmarking of s and results in 'why' - questions What do we do right here? Analyze the driving factor for high business value and low IT Service Cost Invest in Cost optimization Analyze reason and optimize IT Cost of Increase Business Value Analyze reason and potentially invest in to increase Business value Invest in increase of business value Analyze reason and try to increase business value or optimize Cost Date: March 2011 Slide 9

10 I. ITIL V3-based Process Scope of IT SPM Date: March 2011 Slide 10

11 II. Current State & Roadmap

12 I. From the s Concept to the Global Rollout Concept includes: Key principles of 's '' types and structure Governance bodies to manage s Roles descriptions, e.g. Manager Set of processes to manage s Objectives Deliverables Concepts, PoCs & Initial Roll-Out Process: PoCs for SLM, SCM, SPM 30% ( ~150) of IT S ervices established: - roles & functions established - covered by a SLA - Quality and financials (where applicable) reported to Business - managed in Catalog - including IT S ervice Portfolio Data/Technology: Establish Global Catalog solution Future tool requirements for IT SLM, SCM and SPM defined Process: Documented and stakeholder approved process down to working instructions (W IN) for S LM, S CM & S PM Education material available e.g. Web- Based Training (WBT) PoC s governed in SPM 150 IT S ervices are managed based on new processes Data/Technology: LDM will reflect structure Global Catalog established Main Global Roll-Out Process: OLM policies and process defined IT S ervice Charging processes defined and established Support functional IT SDM process implementation Increase coverage of IT S ervices to 70% to approx. 350 s Data/Technology: Integrate additional requirements within Global IT S ervice Catalog solution Process: OLM and Charging process incl. WINsdocumented and stakeholder approved Integrated IT S ervice demand into budgeting process Standardized Charging Reports 350 IT S ervices are managed based on new processes Data:/Technology: Additional interfaces reflected within Global Catalog solution Remaining Global Roll-Out Process: 100% ( ~500) IT S ervices established - roles & functions established - covered by a SLA - SLAs are covered to related OLAs - Quality and financials (where applicable) reported to Business - managed in Catalog - including Portfolio & Demand Mgmt processes - Budgeting and charging done based on structure Data/Technology: SLM,OLM, SCM and SPM processes supported by target tool solution Process: Steering of charges via volume, business demand, service level changes IT S ervice cost simulations possible by changing of influencing factors Approx. 500 IT S ervices are managed based on new processes Data/Technology: Optimized tool support for SLM,OLM, SCM and SPM Date: March 2011 Slide 12

13 IT SPM Proof of Concept Pilots (PoCs) Objectives Concepts/PoC Phase concept defined Governance and roles structure Principles and standards Global processes SLM, SCM, SPM, SDM developed SLM Proof of Concept conducted: PoC s defined roles & functions established covered by an SLA reported to Business (quality) & financials (tactical) part of IT Serv. Catalog PoC feedback collected Start introducing Concept to Business and IT Status (2010) March May Detail status IT SLM PoC per functional area IT Serv. Mgt. Training definition SLA defined Reports created Report presented to business IT CH 1) IT IB IT CS 1) Not part of PoC Not part of PoC IT PB TIS 1) Not part of PoC Availability, Outages Finance figures Not Yet Started Complete 1) All s defined (not only PoC s) Date: March 2011 Slide 13

14 SUMMARY & ACTION ITEMS TOTAL IT S ERVICE CHARGES by cost type [CHF] Fund Accounting 231' '815 (170'242) 573' 383 4'821'775 (4'248'392) % Maintenance 193' ' 686 (152'622) 449'534 4'148'228 (3'698'694) 515.4% Hosting 38'508 56'129 (17'621) 123' '547 (549'698) 373.1% Solution Delivery n.a. n.a. 0.0% by charging type and month JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DE C Fund Accounting Actuals 162' ' ' ' Budget 401' ' ' ' ' ' ' ' ' ' ' '815 4' 821' 775 Maintenance Actuals 106' ' ' ' Budget 345' ' ' ' ' ' ' ' ' ' ' '686 4' 148' 228 Hosting Actuals 56' '212 38' ' Budget 56' '129 56'129 56'129 56' '129 56' '129 56'129 56' ' ' ' 547 S olution Delivery Actuals Budget by business unit & region [$] March YTD Indexed cost Actuals Budget Delta Actual Budget Delta Mar* a b a-b c d c-d a/(b/12) Maintenance Hosting Solution Delivery Total 2010 Month on Month Total cost YTD JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DE C AM 162' ' ' ' % S witzerland 162' ' ' ' % by receiver cluster [CHF] [CHF] 2010 Month on Month 2010 Month on Month JAN FEB MAR AP R MAY JUN JUL AUG SEP OCT NOV DE C Total cost YTD Indexed cost Mar* Indexed cost Dec* AM Other Division 162' ' ' ' % Traditional Investments COO 162' ' ' ' % Total cost YTD Indexed cost Dec* Produced by: Global Portfolio Management Fund Accounting (SK85) Production Date: 16. April 2010 Page 7 Establish IT SLM Framework Establish goals, principles, roles and responsibilities IT S LM Framework Global Batch Dashboard The B atch Dashboard is used to track the batch service levels Additional clarification needed Establish and maintain the stakeholder register structure Formulate and perform stakeholder development plans Established Stakeholder Relationships IFMS Develop IT Service Relationships DB data delivery aspects. Storing Approving Tracking Create and Maintain IT Service Level Agreements Identify requirements for IT S ervice levels Draft and negotiate IT S ervice levels with Business Service Manager Enact levels Agreed S ervice Level Agreements are listed for the related organization Collect customer satisfaction data and trends Collate metric data and compare it to SLAs Generate IT service achievement reports IT S ervice Achievement Reports Service Time Availability BCM etc. End of Day/Week/etc. (Batch) Processing Important data delivery aspects between applications are also stored within IS MF IT Product "S ervice" B Monitor and Report IT Service Level Achievements Conduct IT Service Review Plan review and evaluate performance Assess Business Service Manager feedback and agree on IT S ervice results Review with Business Service Manager and comm. review results 2) IT S ervice Review Results Customer Satisfaction Issue Most of the S ervice Levels, set IT Product "Services" Catalog Additional clarification needed Required IT Product "Services" to deliver the All IT Product "Services" are stored Application Operation xxx Platform QoS aspects QoS aspects QoS aspects with QoS aspects within the Global Catalog QoS aspects Each IT Product "Service" has Quality of Services (QoS) aspects defined. e.g. Availability per month, max. events of unplanned downtime per month, repair time, data delivery aspects (for appl. only) IT Org A B C A1 A2 A3 Formulate IT Service Improvement Plan Identify and investigate IT S ervice problem issues Identify IT S ervice improvement elements Analyze, negotiate with Business Service Manager and finalize IT Service improvement plan IT S ervice Improvement Plan Evaluate IT SLM Performance Review IT SPM process performance and identify improvement plans IT S ervice Level Management process evaluation/ improvement initiative II. Achievements According To Deliverables Plan Process Streams Concept IT Serv. Demand Mgmt. IT Serv. Portfolio Mgmt. IT Serv. Level Mgmt. IT Serv. Catalog Mgmt. IT Operation Level Mgmt Global Availability Reporting Global IT Client Allocation Reporting January / February March / April May / June July / August Sep. / October Nov. / December Finalized application sharing presentation Approved application sharing scenarios Process overview defined Process guidelines defined, reviewed by Process guidelines approved by BARB Process guidelines adopted by IT FAs Process BARB approved IT FAs Process guidelines STC and integrated into IT based on IT FA s plan SPM framework Process defined Process BARB syndicated and Develop W IN's and education package PoC with AM IT Services Execute SPM for selected IT S ervices documented (governed in sponsor meetings) PoC education executed Target tool specification defined Plan rollout Q3/Q4 of s New IT S ervice Mgr. are educated for SLM New IT S ervice Mgr. are educated for SLM New IT S ervice Mgr. are educated for PoC report Rollout of add 50 IT Rollout of add 50 IT SLM&SCM Rollout of add 50 IT available Services based on Services PoC review report Tactical rollout of KPI IT new IT S LM Process Services based on new created Serv. Mgt. Compliance IT S LM Process Process documentation Target tool target Process BARB Develop draft W IN's Global interim IT SCM Rollout process synchronized with SLM process specification defined syndicated and education EUC solution available IT Modification of IT package Service Availability PoC education Reporting as needed for executed future IT S CM, defined IT OLM principles and First OLA for GAD/AD Until Sep IT OLM was part of IT PAPM program. concept developed established IT OLM action plan def. Modified Ava.-Reports Develop and minimally Modify Outage based on new Ava.- syndicate outage allocation section of KPI/scorecard decision allocation Ava.-Reports to reflect specification PTS tech. categories IT high level Client Check on possible Interim report design completed according stakeholder reviews report design interim solutions Due to C osting & Charging Program re-planning, Interim report Report build on interim requirement validation Global IT Client Allocation Reporting set on hold. with stakeholders platform Legend: = Achieved = Not achieved 2010, remains deliverable for 2011 Main achievements: 165 s rolled out in 2010, based on global processes Web based training established for: - Level Mgmt - Catalog Mgmt IT SPM processes developed & approved: Main Level 4 (Activities) Level 3 Role Deliverables Service Portfolio Process Process Management Manager Manager Manager Manager Manager Manager Support 1) Global Catalog Solution established: Standard Reporting established: Charges February 2010 OLM 1) principles / big picture defined & documented: 'Next Generation' GSAR 2) Calculation Method defined IFMS will be used to agree and track batch processing and other OLAs are used to define delivery Service Level Agreement with related Service Levels: agreements between organizations. All the supported IT Product "Services" Operational Level Agreement IT Product "S ervice" A the base for the involved IT Product "Services" to achieve the SLAs 1) OLM: Operational Level Mgmt 2) GSAR: Global Service Availability Reporting Date: March 2011 Slide 14

15 II. IT SPM Expected Benefits for Business & IT Transparency Quality Business demand collected in a structured way All s covered by SLAs with related service levels - service time, availability, performance, BCM, incident reaction time, support and with assigned Maturity Levels Visibility based on regular Reports - agreed vs. delivered service level Global Catalog available with all global and regional IT services, incl. all SLAs Charges per will be transparent based on the following structure: - ASP: Application Service Provision - ISP: Infrastructure Service Provision - SD: Solution Delivery s to undergo regular review in terms of service level compliance & customer satisfaction Achieved targeted service level through taken improvement actions in case of not fulfilled service levels, part of Continuous Improvement of Proactive optimization, based on selected IT Service Quality Level Benefits for Business & IT Cost/Price Optimization Business enabled to influence IT charges via - requested volumes (e.g. # of conc. users, # of trans.) - business demand (e.g. additional functionality) - changes of service levels (e.g. service time, availability). Potential impact of service level changes are reflected on service pricing level, e.g. reducing service class results in a reduced service charge. Charges for Strategic/Global Service could be reduced by standardizing IT Services with the same function Enhance measurability of IT in terms of efficiency and unit price Increase business incentives, ability and accountability for forecasting demand Business Orientation Change focus from an IT internal, technical view to a business & service-oriented view Business needs covered with businessaligned, understandable s Shifted discussion with clients from a focus on allocated costs (lagging indicator) to a focus on Delivery and Demand Mgmt (leading indicators) Date: March 2011 Slide 15

16 & Thank you very much for your attention! Date: March 2011 Slide 16