DSV - A Little Better Every Day Group IT, Gustaf Pilo April 2010 [email protected]

Transcription

1 DSV - A Little Better Every Day Group IT, Gustaf Pilo April 2010 [email protected]

2 DSV - Topics Main topics of today Organization Why BSM in DSV? You are in Charge Advise along the way 2 DSV, April 2010 [email protected]

3 Introduction DSV is a global supplier of transport and logistics services with offices in more than 60 countries. Together with our partners and agents, we offer transport and logistics solutions in more than 110 countries. DSV is listed on NASDAQ OMX Copenhagen and included in the OMXC20 Index as one of the 20 most actively traded shares. 3 DSV, April 2010 [email protected]

4 Acquisitions 4 DSV, April 2010 [email protected]

5 Divided into Three Divisions In 2001 the company was divided into three divisions creating a number of advantages Refinement of services and customer segments Local management close to markets High involvement of both customers and employees in decision making processes Flexible organizations that can quickly adapt to changing demands Self-governing business units Industry specialization Focus on key competences 5 DSV, April 2010 [email protected]

6 DSV Organization DSV A/S Group IT Group Finance DK IT DE.. Group IT manages central systems Local IT manages local systems 6 DSV, April 2010 [email protected]

7 Configuration Management System A set of tools and databases that are used to manage an IT Service Provider's Configuration data. The CMS also may contain data about employees, Suppliers, locations, Business Units, Customers and Users. The CMS includes tools for collecting, storing, managing, updating, and presenting data about all Configuration ltems and their relationships. 7 DSV, April 2010 [email protected]

8 Why invest in a CMS populated via discovery? Foundation for IT Service Mgmt Service Automation Exception handeling Maintain Relationships. 8 DSV, April 2010 [email protected]

9 Is inventory enough? 9 DSV, April 2010 [email protected]

10 You Are In Charge 10 DSV, April 2010 [email protected]

11 What do you know? M1 Runs between Vanløse and Vestamag M2 Runs between Vanløse og Lufthavnen M3 City Circle Line M4 Runs Køpenhavn H Central and Nørrebro Business Services 11 DSV, April 2010 [email protected]

12 What do you know? Amager Strand, Amagerbro, Bella Center, Christianshavn, DR Byen, Fasanvej, Femøren, Flintholm, Forum, Frederiksberg, Islands Brygge, Kastrup, Kongens Nytorv, Lergravsparken, Lindevang, Lufthavnen, Nørreport, Ørestad, Øresund, Sundby, Vanløse, Vestamager, Aksel Møllers Have, Gammel Strand, Enghave Plads, Marmorkirken, Frederiksberg, København H, Kongens Nytorv, Nuuks Plads, Nørrebro, Nørrebro Runddel, Østerport, Frederiksberg Allé, Poul Henningsens Plads, Rådhuspladsen, Skjolds Plads, Trianglen, Vibenshus Runddel Asset Inventory 12 DSV, April 2010 [email protected]

13 Decision support There s an incident with the escalators at Nørrebro: Amager Strand Which, Amagerbro, Business Services are Bella affected? Center, Where should I send people in the interim? Christianshavn, How DR many Byen, people are Fasanvej, using the station? Femøren, Flintholm, Forum, When is the Frederiksberg, next train due into that Islands station? Brygge, Kastrup, Kongens There s M1another Nytorv, M2 incident M4 Lergravsparken, at Amager M3 Strand Should I work on the incident Nørrebro or Amager Strand Lindevang, Lufthavnen, Nørreport, first? Ørestad, Øresund, Sundby, Vanløse, Vestamager, Aksel Møllers Have, I need to upgrade the escalators at Østerport Gammel Strand, Which Enghave Business Services Plads, would be affected? Marmorkirken, When are the busiest periods? Frederiksberg, What is the København forward maintenance H, schedule Kongens for Østerport? Nytorv, Nuuks Plads, Nørrebro, Nørrebro Runddel, Østerport, The Director of Ministry of Transport for Denmark calls Frederiksberg What s Allé, the Poul overall Henningsens status of the network? Plads, How often are we meeting our Service Targets? Rådhuspladsen, Can you Skjolds document your Plads, processes Trianglen, for audit? Vibenshus Runddel Which are the busiest lines? Which stations have the worst delays? So where should I invest in improving the infrastructure? 13 DSV, April 2010 [email protected]

14 CMDB! 14 DSV, April 2010 [email protected]

15 The actual value of relationships Business application model Business Processes Location Users Business Service Support Groups Software Vendors Contracts Servers (Physical or virtual) Network 15 DSV, April 2010 [email protected]

16 Architecture Providers Consumers CMS Contracts SLA Discovery Atrium ITSM IM, PM, CM and etc Reporting & Dashboards 16 DSV, April 2010 [email protected]

17 So how to select such a solution? Step 1 Shortlist vendors (3-5) Step 2 Invite To Tender (ITT) Step 3 Request For Proposal Step 4 Proof Of Concept Step 5 Architectual Review Step 6 Reference Visit / Reference Call Step 7 Choosen Vendor 17 DSV, April 2010 [email protected]

18 Tips and Trix Customer Connect Program ect Free books online Use BMC representatives to conduct a Business Value Assessment Focus on relationships dont try to bring into to much into the CMS A Little Better Every Day Don t do it all in the same time BSM = Make sense out of ITIL 18 DSV, April 2010 [email protected]

19 Questions 19 DSV, April 2010 [email protected]