CMG s approach to application managed services on SAS data warehouses. Jan Willem Sijthoff

Transcription

1 CMG s approach to application managed services on SAS data warehouses Jan Willem Sijthoff

2 Agenda Introduction SAS Data warehouses Application Managed Services Example: Service Group Business Intelligence 2

3 3 Introduction

4 Introduction Jan Willem Sijthoff CMG - CMG s Datawarehouse method - Focus on business Intelligence CMG and SAS - SAS Quality partner since SAS Consultants active in Europe Business Intelligence consultants in Europe 4

5 5 SAS Data warehouses

6 Experience 3 major clients Human Resources at the national Postal Services company Controller reports at the national railway company Marketing information at a large publishing company Business knowledge development Technical knowledge development Human Resources CRM Finance 6

7 Business Benefits Support of the marketing process Performance measurement 7

8 Architecture SAS appl. Mainframe SAS Base SAS MDDB SAS appl. Oracle Applications Informatica Powermart DWH Oracle 8i direct Discoverer Siebel CRM 8 This is a schematical reflection of the real situation

9 9 Application Managed Services

10 Development/ Control/ Support Development Control Support Projects Adaptive maintenance Corrective maintenance Basis 10

11 Partnership Support & Maintenance Education Development AMS Technical advice Functional advice Business & Functional knowledge Business IT department Business Intelligence Competence Center Control & architecture 11

12 Example: Service Group Business Intelligence 12

13 Organization Manager Change Coördinator Change coördinator SAS Other product Other product BI specialist BI specialist BI specialist 13

14 The SGBI Partnership AMS SGBI Business IT department People in the operational process Functional Application specialists 14

15 Business drivers Costs Predictability Economy of scale Transparency Added value Large variety of services Professionalism Continuity Quality People Flexibility Stability Knowledge and experience Focus Own core competences Stay in control Business opportunities 15

16 Questions? 16

17 CMG Zuid West Nederland Service Group Business Intelligence P.O. Box AN Rotterdam The Netherlands 2002

18 Moderator introduction: Intro of JWAS: 2 years at CMG From the Business consulting/ Business Intelligence company of CMG South West Netherlands Business Intelligence and Service Management focus Member of the Service Group Business Intelligence Where he fulfills the role of change coordinator and report developer. Presentation will be around 20 minutes with 5 minutes extra time for questions Questions can be asked during the presentation but there is time reserved for it at the end of the presentation.

19 Slide 1: (Title slide) As you have heard in the introduction of the moderator: I am Jan Willem Sijthoff of CMG. I am going to present how we, CMG, do application managed services on a SAS data warehouse. To achieve this I am going to use the following agenda Slide 2: Agenda To start I would like to introduce CMG and its activities in relation to SAS software. During the next item I would like to begin a framework. In this framework I first am going to tell how we used SAS in data warehouse solutions. Focusing on the particular solution I am currently involved in. Application Managed Services will complete the framework with some theoretical background on what CMG sees as Application Managed Services. Finally I would like to link the framework to an real life example of the Service group Business Intelligence. In this example I will show you how we applied AMS and give you an insight in Costs, People, Added Value and Focus of AMS. Slide 3: (Separation slide) Now I will tell something about CMG and its activities in relation to SAS software Slide 4: Introduction CMG is a worldwide system integrator with a strong basis in the Netherlands. Apart from a foothold in the telecom market it also provides system development services on the field of ERP, CRM and Managed Services. The company I am from focuses on CRM, Business consultancy and business intelligence solutions. For the development of business intelligence solutions we use the CMG s Data warehouse method. This is a standardized method, which describes the different steps we take in a data warehouse development project. If you want more information on this method please check the CMG site on the Internet. An important tool for CMG, in developing data warehouses, is SAS. As a result we became a SAS alliance Silver Member and since 1996 a SAS Quality partner. We have over 70 SAS consultants active in Europe working on all kinds of business intelligence projects. These 70 consultants are part of the 250 business intelligence consultants workforce of CMG in Europe.

20 Slide 5: (separation slide) After this commercial break, back to the real business: SAS Data warehouses I will focus on the following subject: the experience we have with SAS data warehouse in different kinds of projects. This is the start of the promised framework. I will shortly present three different projects CMG have done recently. I will also stop at the effects of these projects on the knowledge of the consultants. I will end this part of the framework with a focus on one of the projects I named. This focus starts with presenting the business benefits the project delivered for the organization. Finally I will show you a very simplified view of the solution build for this project. Slide 6: Experience Recently we have been working on projects for three major clients in the Netherlands: - A Post Delivery Company uses a SAS Data Warehouse to analyze Human Resource data. This solution presents its information via web pages. - The National Railway Company uses SAS Data Warehouse for its financial reporting. Source data is processed with the help of SAS and put into SAS data marts. These data marts supply special, VBA, adjusted Excel sheets in which the final reports are presented. In this project we also made special forecasting models for he financial department. - A large Dutch publisher uses SAS Data Warehouse to analyze data used in the marketing processes of this publishing company. A solution on which I will focus on in a minute. These projects generated large business knowledge of the core business of these company s for the consultants. It also generated the knowledge to use SAS software to deliver the required solution for these companies for the consultants. As I said before I will now start to focus on the last company mentioned in the list: The large Dutch publishing company. We developed a marketing data warehouse for them using SAS as a tool to manipulate the data and explore the data. Slide 7: Business need This company wanted to know more about the results of their marketing process. The developed SAS solution helps the company to improve and control its marketing processes. The information provided by this marketing data warehouse: is needed for the execution of the marketing process is needed to measure the performance of the marketing process

21 Slide 8: Architecture This slide shows us the architecture we build to provide the users with the wanted information. We have a number of sources, such as Oracle financials and Siebel Customer Relationship Management solutions. There are even external sources of data, which are bought at other companies. These sources are being moved and manipulated by Informatica Powermart to the general data warehouse. This general data warehouse is based on Oracle 8i and contains financial data as well as marketing data. This marketing data is put into MDDB data marts with the help of SAS Base, SAS MDDB server and the EOM Data Star Engine. These data marts are exploited with tools developed in SAS Application Framework and with reports build in Enterprise Reporter. The products I mentioned here do not provide a complete list of product used but are only mentioned to give you a general idea of the architecture. Slide 9: (Separation slide) Now that I have given you an insight on the experience we have with SAS data warehouses I would like to start with the second part of my framework by explaining you what Application Managed Services, in our view, means. I will do this by first defining Application Managed services and then tell something on how you could use it. Slide 10: Development/ Control/ Support Application Managed service is a group of people who are responsible for the three basis elements: Development, Control and support. Application managed services is the cooperation between these three elements: - The development of new and existing applications - The control of the applications with the aid of ITIL-like processes - The support on these application as well technical as functional We call this group of people a Service Group and they basically perform four activities: The basis activity makes sure that the necessary knowledge up to date and provides the necessary infrastructure to perform the above activities. At corrective maintenance the group tries to keep the application running by doing long-term maintenance and solving incidents. Adaptive maintenance means building or improving the maintained application via users-defined changes. The last activity, projects, build big changes on existing applications or new applications in a project management environment.

22 Slide 11: Partnership The three elements and four activities I named in the previous slides are put together in a partnership. This partnership provides a model for the involved groups of people to cooperate. This provides clarity in the communication on more than maintenance alone Slide 12: (Separation slide) As you have seen Application Managed Service consist of three elements: Development, control and support. These three elements are being used in a group of people. We call that a Service group. The service group has four activities: Basis, corrective maintenance, adaptive maintenance and projects. These activities are played on the field of the partnership. In which interaction between the service group, the business and the IT department is the key to success. Such a success can be found in the Service Group Business Intelligence in Rotterdam. The Service group Business Intelligence is a group of different specialists that work together for a number of customers on the field of Business Intelligence. One of the main specializations is SAS. They try to put the explained principles of Application Managed Services into practice. I am going to tell you how we have done that by telling you about the way we organized ourselves and how we put the partnership into practice. Finally I will show you the advantages of Application Managed Services in a conclusive sheet. Slide 13: Internal organization The Service Group Business Intelligence organization can be seen on this sheet. You can see that the service group works in a matrix structure. In this structure we have different specializations like SAS. The BI specialist can have several specializations. For example a BI specialist can be used as a SAS specialist or an Informatica Powermart ETL specialist. This is done to create more efficiency on the use of people. The specialist only have focus on delivering their specialist knowledge while the change coordinators organize around the requested changes/projects. The manager is responsible for all the actions of the group. He also provides the necessary infrastructure to make it possible to function as a group. Slide 14: The SGBI partnership The partnership for the SGBI means the cooperation between the Service Group, the people in the operational process, the functional application specialists and the managed service department. Mainly the short communication lines with the business and the functional application specialist makes it possible to supply solid solutions to any request.

23 Slide 15: Business drivers This partnership brings us to the last sheet. In this last sheet I want to point out the business drivers to apply Application Managed Services. I want to do that by means of explaining four items: Costs of the service group, added value of the service group, People of the service group and finally the focus of the customer. The cost of the service group is predictable because of the clear, transparent, cost structure (of people who log by the hour, estimate on demanded work etc.) Furthermore due to several customers being served by one service group an economy of scale is originated which results in greater efficiency in the group. (Knowledge sharing: you can use the same knowledge to solve the problems of different customers, thus making it cheaper for the customer to let problems be solved by the Service Group) The added value of the service group can be found in the large variety of service the group has to offer. These services are performed in a professional way, which also means that the service group stands for continuity and quality. Continuity i.e. keeping the knowledge of the group in such level to always be able to perform the required service. The people who work for this servicegroup are supplying this added value. They have the flexibility to work for different customers on different solutions. At the same time they provide stability through knowledge and experience. Last but not least: The Service Group provides the customer the opportunity to stay focused on their core business. The Service Group makes sure that the managed applications stays running while the control over these applications stay with the customer. Now the customer can focus on pursuing all the business opportunities that come by. Slide 16: Questions Slide 17: Address