Outsourcing Your IT Services Not Your Business. Mike A. Williams, Vice President Global Shared Services Global Commercial Services

Transcription

1 Outsourcing Your IT Services Not Your Business Mike A. Williams, Vice President Global Shared Services Global Commercial Services

2 Agenda Speaker introduction Infrastructure Management Overview How we help clients reduce their costs Our approach to Transition and Transformation Questions and Answers 2

3 About Me Mike A. Williams Started my career with FIS in August 2008 Previously lead the former efunds infrastructure support group Moved over to Global Commercial Services (GCS) in October of 2009 Over 21+ years in Information Technology Previously held IT leadership positions in a Global Fortune 10 Insurance and Financial company and a fortune 50 Transportation and Logistics company Certifications in ITIL, PMP and Lean Six Sigma 3

4 What We Do

5 IT Infrastructure Management Improved focus on strategic objectives and business growth Improved risk management Increased Service Levels Cost efficiencies and improved financial management 5

6 Infrastructure Management Services Through partnerships with clients and by leveraging our diverse global talent, we provide infrastructure managed services that consistently meet or exceed customer s service quality and cost objectives.. Server and Middleware Storage Solutions End User Computing Network Services Remote Infrastructure Management Systems Administration Virtualization Webhosting Capacity Planning Database Design Database Administration Storage Optimization Data Migrations Recovery & Backup Tape Encryption Disaster Recovery Performance and Sizing Analysis SharePoint Desk side support Service Desk Mobile Device Mgmt. Reporting Hosting services LAN Switch Ports Circuits MAC management MPLS Voice / Data Command Center Networks monitoring systems Servers Support Database Admin. Domain Expertise Significant and deep information technology services expertise Partners in delivery excellence, innovation and business transformation Service both external and FIS captive customers Business Transformation Services Process Re-engineering, Transition Design and Consulting Global Delivery Strategy 6

7 End User Computing Messaging Desk side Support Service Desk Microsoft Exchange / Microsoft SharePoint Lotus Domino Journaling/Archiving Encryption Compliance (SEC, SOX, HIPPA, etc.) Anti-Virus / Anti-Spam Mobile device support Monitoring Desk side Support Desktop and Laptop Patching Break / Fix Proven experience Web / User Access Password Resets Application support Security and Network 1 st level support FIS manages systems ranging from 700 to over 20,000 mailboxes 36,000 mailboxes directly managed; 75,000 total supported by FIS India service desk handles over 26,000 calls/month and 6,000 offline ( , web) requests per month FIS supports over 31,000 desktops / laptops today 7

8 Remote Infrastructure Management (RIM) Remote (outside the physical premises of a client s facility or Data Center) monitoring and managing of infrastructure components. Benefits Reduce support costs Improved processes Ability to focus on core business / innovation Technical expertise Right-shoring model On / Off / Near Shore Remote service and support: Data Center / Command Center Networks (WAN and/or LAN) monitoring systems Desktops / laptops and related peripherals Servers and operating support Database Administration and support 8

9 Technology Domains Datacenters - USA(5) Global( 8) Rated Tier 1 to Tier 3 MIPS - 30,000+ (19 Physical Mainframes) Z9 and Z10 Sysplex, Cicsplex, RLS Distributed Systems - 10, % - Open System Servers 25% - UNIX Systems 65% - Windows Servers 45% - Virtualized Mid Range Tandem S series, AS400 Blades IBM, HP, Dell Operating Systems zos AIX, HP-AIX, Solaris RedHat Linux, SUSE Linux W2000 Standard/ Advanced /Enterprise W2003 Standard/Enterprise/64bit/Datacenter/Itanium W2008 Standard/Enterprise i9 Series for AS400 Integrities, G, H, and S Series for Tandem Database DB2(Mainframe) DB2-UDB(Distributed) Oracle and Oracle Rac SQL Server Storage Mainframe 227 Terabytes Distributed 14+ Petabytes Hardware; IBM, EMC DMX, HDS USP, Clariion, AMS, Centera NetApp, Celerra, HP-EVA Tape Backup Hardware IBM, STK (hardware based encryption) Software - IBM, STK, Netbackup Messaging 70,000+ Mailboxes Exchange 2003, 2007 Network 25,000+ MACs processed annually 7,000+ unique devises managed 100,000+ LAN Switch ports $200+ million annual telecom spend 4,000+ Circuits 45+ certifications Desktop 31,000+ desktops supported Broad scope of technology experience and expertise in various infrastructure management domains 9

10 How We Can Help Reduce Costs

11 FIS Approach Catalyst for Change How we can potentially lower the cost to serve by 15 to 35%, or more Executive Sponsorship Process Evaluations Input to Model Output Results Results & Action Plan Strategic Drivers» Alignment to objectives» ROI / Cost savings» Risk considerations Operational Impact» Compliance concerns» Standardized process» Clarity of key metrics Transition Readiness» Change readiness» Program resource» Outsource resource Technology Environments» Processing platforms» Technical ownership and flexibility» Customization and integration needs Automation & Re-engineering» Alignment to objectives» ROI / Cost savings» Risk considerations TOTAL SCORE PARTNER WITH CONFIDENCE 11

12 Cost per Colleague FIS Partnership Example IT Infrastructure 18% reduction in IT costs yielding significant savings over life of contract in excess of $50M Achieved stability and increased reliability to support rapid growth Improved SLA s Infrastructure Enhancement: Data center scale/resiliency, network technology/ security, backup encryption, archival, disaster recovery, server virtualization, etc. $560 $540 $520 $500 $480 $460 $440 $420 18% reduction $7.7M/yr 2006-Pre FIS 2006-Post FIS Application Growth: Experienced significant growth in major applications over the past 4 years Year 18% decrease in cost per colleague coupled with major environment enhancement 12

13 Benefits Services Business Need Other Strategic Partnering Successes with Other Clients Title Insurance provider Strategic partner Enterprise wide support Risk and rewards linked to outcomes Ongoing process improvements Large Regional Bank Strategic partner Enterprise wide support Risk and rewards linked to outcomes Ongoing process improvements Infrastructure Management Professional Services Messaging Network Services DR Services $56 million savings over life of contract Positioned for Rapid growth through acquisition and increased demand Standardization of disparate platforms from acquisitions Infrastructure Management Professional Services DR Services Help Desk Production Control Run rate savings of $22 million over life of contract Cost avoidance of $25 million Improved Service Levels to internal customers Operational stability and reliability 13

14 Our Approach to Transition and Transformation

15 Core Values What We Believe Customer Service Delivery Partnership We understand and recognize that our primary objective is to service our customers; therefore,. we must continually look to reengineer our processes, reduce costs, provide greater levels of service and improve technology to meet or exceed customer expectations. Service is what we provide and all that we have to offer. To our customers, service is providing high levels of availability; it is being responsive, reliable, and committed. We must be all of those things. Saying what we will and can do has no value unless we can consistently back up what we convey to customers. Our goals will be Specific; Measurable, Achievable, Relevant and Time Bound (SMART). We will be judged based on our performance, not our promises. We simply, must deliver! In order to achieve our combined objectives, GSS, FIS internal support teams and its customers must maintain a common interest in enabling our infrastructure environments to be highly available and positioned to meet current and future business needs.. Collaboration Continuous Improvement We must consistently review and assess our people, processes and technology; make improvements when necessary to ensure we continue to add value to our customers; exceed current levels of service. 15

16 Operations Framework Becoming a Process Driven Organization Customers LOBs Business Process Commercial services Command Center Security Services IT Service Mgmt. (ITIL, Six Sigma, PMP, etc.) End Users Services Applications Database Middleware Web Services Servers and Storage Network Data Center Monitoring Audit and Compliance FIS can manage all aspects of infrastructure services as it relates to people, process and technology in addition to managing vendor relationships. Vendors - UCs IBM HP EMC Vendor N 16

17 Governance How We Will Insure Alignment with Your Business Core Committee FIS Executive Sponsor Committee Chair Process and Delivery Governance Model Client Executive Sponsor Review & Approval Business Stakeholder Review & Approval FIS On/Off Shore IT Leader Delivery Support Responsibilities Service Mgmt Leader Process Team Leader Project Mgr. / SSxx Client Delivery COE Process Exec./support Service Delivery Technology Business / Account Mgmt. Additional / Interim Members FIS Account Manager Client Engagement Business Leaders Client Rep. Special Interest Interim / Permanent Process Re-engineering and Technology oversight Project delivery / stage gates Project status and performance review Process refinement Executive and team sign-off Customer Observations and Input Collaboration / Partnerships Review and Approval Business Alignment Committee Oversight Feedback Voice of the customers Process and Delivery Excellence Champions Responsibilities Change Agent Project Delivery Process Assessment Process Design Metrics Standards Change Management Best practices Responsibilities Voice of the customers Feedback Business Alignment Project Initiatives Client strategic objectives 17

18 FIS Approach to IT Service Management Service Quality and Service Delivery Improvement Client strategic goals and objectives Lean Six Sigma and ITIL for process re-engineering methodologies Project KPI metrics Project Management Institute s Project Management Professional (PMP) framework for project management Toolset for project oversight, tracking and ontime delivery Phased delivery of milestones within the project to insure timely success and management of risk (Project Stage Gates / Toll Gates) Process Execution FIS Framework Company Strategy Process Governance Project Governance Process Performance People Capability Technology Project Execution Management by Process 18

19 FIS: Market Leader Global and Growing Knowledge and Experience Gained Through Growth Managing Transition and Transformation Core Competencies Identifying Savings Managing Disparate Environments Developing Integration Strategy Managing Complex Projects 19

20 FIS: Market Differentiator A Proven Methodology for Change The Difference The Basics Technical Skills & Experience Transition and Transformation Methodology Manpower & Physical Resources Proven project management methodology, planning templates, and work papers. Lessons learned from hundreds of successful acquisitions. Disciplined and driven migration management. Focus on integration and operational readiness 20

21 Experience Value Leverage Accountability Other Key Differentiators Why Our Customers Do Business With Us Management Accountability The management clients initially meet are fully accountable for service quality and service delivery Global talent and diversity Ability to leverage our global talent and expertise to insure customers maintain high levels of service at reduced costs Value added services True partnership is based on trust and collaboration; as a result, we regularly seek to provide valuable services beyond those outlined in the contract Proven experience and expertise Due to FIS scale and experience in managing its own infrastructure in addition to clients, we have acquired years of experience and knowledge

22 Thank You Mike A. Williams O: C: