IDC Managed Services

Fujitsu Siemens Computers IPTS

Nov 7, 2007

PCLifeCycle Solutions

Business Reasons
Customer Requirement
Decrease in actual Operational Costs (OPEX) Meet and Maintain a predefined Service level (SLA) Enabling cost transparency

What to do
Generating and keeping economies of scale Via Common Processes and management tools Implementing a true Information System, based on Support Information and Analysis Tools Via IT Governance and Continuous Innovation Program

How to do
Target Operating Model

Controlling

Reporting

Single contractual Point of Contact

IT Governance & OCI

Flexibility to accommodate new and/or Fast response from the revised projects service organization/model

All the above

Transition & Transformation

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Detalhe Tcnico Target Operating Model (TOM)

Ciclo de Vida

Software Delivery User configuration OS Installation License Monitoring Replacement (Leasing) Disposal Procurement

Inventory Configuration Backup

Driver Management Problem Management

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System Monitoring

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Servios Evoluo do conceito operacional Qualidade Qualidade de de Servio Servio Anlise/Proactividade/PMO-OCI Anlise/Proactividade/PMO-OCI Independncia Independncia da da Tecnologia Tecnologia Orientao Orientao ao ao Negcio Negcio
Qualidade Qualidade de de Servio Servio Servios Servios Orientados Orientados aos aos Processos Processos Anlise/Proactividade Anlise/Proactividade

Tecnologia/ Processos

Implementado nos
Contratos principais

Actualmente A mdia de mercado Situa-se nestes pontos

Servios Servios Orientados Orientados Tecnologia, Tecnologia, Reactivos Reactivos

Servios Servios Reactivos Reactivos Alarmistica/Break Alarmistica/Break and and Fix Fix

Implementado em todas os contratos Implementado nos contratos de Basic services

Servios Servios Reactivos Reactivos Break Break and and Fix Fix

Negcio 2000 2001

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1999
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2002

2004

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IT Support Processes The ITIL Global Vision

Release Management IT Customer Relationship Management Change Management Configuration Management Problem Management Incident Management

Operacional

Capacity Management

Service Level Management Financial Management for IT Services IT Service Continuity Managment Operation & Help Desk

Availability Management

Strategic

Security Management
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Target Operating Model TOM)

Contrato

Processos Estratgicos (SLM)

Operational Board

Strategical Board

Processos Operacionais

Contract Board

Cliente

SLAs

OLAs

Modelo de Governao

Torres Tcnicas

OCI

Ferramentas & CMDB

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IDC - Managed Services.ppt

Service Catalogue
Management Service Management Inventory Management
Product Evaluation and Certification IT Procurement Network Services Directory Services Mail Services Technology Application Data Processes Financial Location Organization

Operation

Asset Management License Management

Software Management Image build up Certification Distribution - Upgrading Maintenance Field Assistance Remote Accesses Service Desk CIC Help Desk and Call Desks File and Print Services

Security
Data Recovery Vrus Protection Vulnerability Tests Hard Disk Encryption Firewall Services

IMAC/D Instalation, Moves, Adds, Changes and Disposal Roll Out/Roll In Services Data Center Management ATM Management Services User Configuration Services IT Consolidation Services

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Operating Process Model

Help Desk Services

Innovate Optimize Transfer Technology and knowledge

Field Teams Services

Mobile Service RRB Efficiency Reliable Performance

Innovation Fast Efficiently Quality Integration Technology and knowledge

Tools and Technology

Installation Services Moves Services Adds Services Change Services Disposal Preparation Services

IMACS

Logistics Services
Over Night Services
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Innovate Optimize Transfer Technology and knowledge

Help Desk Services

Processes
Reactive Help Desk
Help Desk Services

Proactive Help Desk

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Typically informed of a service failure by the users No prevention mechanisms in place No real time detection mechanisms/ monitoring tools in place or in use No root cause analyses of the incidents No daily measurements of SLA metrics Interfaces with supporting groups deficiently defined or no defined at all Face to a service disruption no forecast mechanisms to informed time to resolution Absence of Cross Technology, Cross Process, Cross Information monitoring and procedures (Lack of IT integrated View). Low level of integration of Tools and Data Base information Low Level of Skills on 1st and 2nd line support
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Ability to prevent Service Disruptions throught: Data Trend Analysis Root Cause Analysis On Line Monitoring Cross Information Ability to prevent Impact: On Services On Users On Geographical areas or buildings On Costs Ability to Plan (Capacity Management) Ability to Solve most of the incidents on 1st Line of Support Daily base measurements in all the areas of the Service Model High Level of Skills on 1st and 2nd line support
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Servios de Help Desk

A filosofia global para Help Desk da Fujitsu Siemens IT PS assenta numa aposta de pr-actividade pela construo de um nvel de conhecimento sobre o ambiente a servir, que permita transformar os help desks tradicionais baseados na reactividade, em Help Desks pr activos, permitindo um completo controlo sobre as Infra-Estruturas e respectivos servios possibilitando: Maiores nveis de satisfao global dos colaboradores Redues directas de custos, pela preveno e respectiva diminuio das avarias Redues indirectas de custos pela obteno de maiores nveis de produtividade dos utilizadores
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Global Help Desk Suporte de 1 Linha

Servio de HelpDesk - Caracteristicas

As mais relevantes so: Suporte global para toda a organizao consubstanciado num ponto nico de contacto (SPOC - Single Point Of Contact) Suporte pr activo, traduzido pela capacidade em antecipar problemas Suporte diferenciado, consubstanciado em utilizadores de diferentes perfis

Global Help Desk Suporte de 1 Linha

Funo de SelfHelp, produo de vdeos explicativos de algumas funes bsicas dos equipamentos (ex: como desencravar papel numa impressora, como manter os ficheiros de Outlook (psts) organizados etc) Suporte para qualquer utilizador, a qualquer altura, em qualquer localizao (suporte AAA - AnyTime, AnyPlace, AnyBody) de acordo com as definies existentes.
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Servio de HelpDesk Funes comuns

1 Nvel de Atendimento (Gesto/Administrao):

Recepo, Registo, Escalonamento e acompanhamento das chamadas Manter o cliente informado do estado e progresso do incidente, at confirmao do seu respectivo fecho Resoluo por acesso remoto, evidenciando a iniciativa vs. SLAs definidos Suporte a processos Gesto de Inventrio 2 Nvel (Tecnologia):
Suporte directo ao 1 Nivel no cumprimento dos SLA acordados Providenciar recomendaes de melhoria na qualidade do servio prestado: Solues especificas (Procedimentos) Manuteno da BD de conhecimento Formao Elo de ligao entre grupos de suporte de resoluo Identificao de problemas (aplicacional, HW, etc) e respectivo contributo na sua soluo
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- Comunicaes

Servio de HelpDesk Funes comuns

3 Nvel (Suporte On-Site): (Re)Instalaes de Hardware/Software Problemas de Rede e Comunicaes Solues Especificas (Procedimentos) Manuteno na Gesto do Inventrio Monitorizao:

- Comunicaes

Tem como objectivo principal a deteco e anlise de forma proactiva de incidentes e potenciais incidentes que possam causar a interrupo do servio A monitorizao end-to-end da qualidade dos servios que implicam transaes e comunicaes um objectivo primordial deste servio dado que podem influenciar directamente os SLA estabelecidos Definio de baselines para solues instaladas, bem como imagens das capacidades utilizadas versus as capacidades disponveis, permite no s detectar desvios ao padro de qualidade de servios como em funo das taxas de crescimento dos recursos, assim como decidir proactivamente upgrades ou alteraes da infraestrutura ou solues.
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Field Teams Services

Mobile Service RRB Efficiency Reliable Performance

Plano de Cobertura nacional

Plano de Cobertura nacional

Traditional Assistance

Field Assistance Services

Integrated Assistance

Tipically a service organization (prime contracter) who subcontracts other small companies in the diferent areas of the country. No unique vision of the client needs and requirement No comum processes or service culture (tipically one or more Help Desk services, several Field Assistance) No integrated IT service tools No integrated knowledge data bases and data Lack of flexibility face to change Low response and performance levels especially on aggressive SLA levels 66 Balces Low integration and support of special 4 Tcnicos projects (Roll Outs, new application go alive etc)

One unique service organization throught: One Company One Service Vision and culture One Team One unique Service Operational and Management model: Commom Service Processes Common and integrated Tools (Data Base applications, networking circuits etc.) One national and unique managemen center Ability to serve aggressive SLA levels Ability to fast react to costumer business needs Ability to fast accomodate new or revised costumer projects ( processes and technologies)

Over Night Services

Logistics Services

Logistic Services Cobertura Nacional

Logistics Services

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Principais componentes da cadeia de logstica

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Installation Services Moves Services Adds Services Change Services Disposal Preparation Services

IMACS

IMACS
Instalao

Desembalagem dos equipamentos Montagem dos diferentes elementos Configurao dos equipamentos de acordo com os standards aprovados, nomeadamente: Colocao de etiquetas de identificao dos equipamentos Configurao dos parmetros de rede, informao de ligao aos servidores, configuraes de e-mail, ligao a impressoras locais e de rede Testes de funcionamento Recolha da informao de inventrio e entrega entidade responsvel pela gesto do mesmo. Recolha dos materiais de embalagem do local do utilizador e respectivo depsito em zona determinada pela CGD Recolha do comprovativo de tarefa realizada junto do utilizador

Installation Services Moves Services Adds Services Change Services Disposal Preparation Services

IMACS

Mudanas de Equipamentos
Validao com o gestor do cliente que os locais e os equipamentos esto preparados para a mudana. Desligar o equipamento e desmontar os vrios componentes para serem reembalados. Reembalagem do mesmo. Desembalagem e e ligar o pc Confirmar a ligao e a conectividade Actualizao da informao de inventrio e entrega da mesma ao responsvel. Recolha do comprovativo de tarefa realizada junto do utilizador

Upgrades
Instalar componentes individuais de software a uma configurao standard, ou alterar as configuraes existentes, ou instalar uma imagem de uma configurao standard. Instalar componentes como discos, memrias, ratos, monitores etc. Confirmar a ligao e a conectividade Actualizao da informao de inventrio e entrega da mesma ao responsvel. Recolha do comprovativo de tarefa realizada junto do utilizador

Reciclagem de equipamento
Desligar equipamento Recolha do equipamento no local de trabalho do utilizador Actualizao da informao de inventrio e entrega da mesma ao responsvel. Formatao de baixo nvel do disco rigico do equipamento com vista a apagar os dados.

Gesto de Pedidos
Coordenao com o representante do cliente Planeamento dos servios IMACD Assignao de recursos Informao aos utilizadores sobre o status das Computers operaes IDC Managed Services.ppt 07/11/2007 Fujitsu Siemens 2007

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Innovation Fast Efficiently Quality Integration Technology and knowledge

Tools and Technology

ITILs Perspective
Business Requirements Customers or Users

Management Tools Incidents Incident Management Problem Management Service-Reports Incident-statistics Audit-Reports Incidents

Difficulties Requests Queries

Communication Updates Workarounds

Service-Desk Customer Satisfaction Survey

Changes

Releases

Problem Statistics Trend Analysis Problem Reports Problem Reviews Diagnostic Aids Audit Reports

Change Management Release Management Change Schedule CAB Minutes Change Statistics Change Reviews Audit Reports Release Schedule Release Statistics Release Reviews Testing Standards Audit Reports Configuration Management CMDB Reports CMDB Statistics Policy/Standards Audit Reports

Changes Incidents Problems Known Errors

CMDB
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Releases

CIs Relationships

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Framework of Tools/Processes
Monitoring

Framework of Tools/Processes ACD/IVR Remedy

Data Base

BMC Patrol

Agenda
Remote Access

Data Base

Concord
Data Base

Tivoli
Data Base

NetOp Micros

HP OV
Data Base

CA Unicenter
Data Base

b We

s ice v r Se

SAP
Help Desk Service Request Data Base

Software Distribution

Asset Management (Inventory)

Service Data Base

SSLM

SAP
Logistics Data Base

SMS LAN Desk Manage Soft

SAP
Inventory Service

Public e@Roll OutInternet

Data Base

Data Base

Remote Scan Remedy

SAP
Mobile Service

Aquisition
Data Base

Repair Center
Data Base

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Gesto Total do Asset

HW e SW

Metodologia de Gesto do Asset

Gesto de Asset
Ferramentas e Processos Interligados, permitindo informao On-line end-to-end Confirmao/ Alterao das caracteristicas do asset Outros prestadores de servios internos/externos Comunidade de Utilizadores

Ferramentas e processos

FSC ITPS

Help Desk Services

Innovate Optimize Transfer Technology and knowledge

Field Teams Services

Mobile Service RRB Efficiency Reliable Performance

Modelo Operacional de Servios

Installation Services Moves Services Adds Services Change Services Disposal Preparation Services

IMACS

Logistics Services
Over Night Services

Standartizao de Regras e Procedimentos da Gesto do Asset

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Gesto de Asset
Fase Aquisio e Recepo

Fornecedor

GI
4,7%

Fase de Instalao Stagging

VI

VCI
Fase de Transporte

Reutilizao

VCI

Ciclo de Vida
EI
Fase de Abate

VCI

VCI VI VCI VCI

Fase de Instalao no Cliente

Microsoft Word Document

Fase de Manuteno
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Pontos de Controlo
Fases do Modelo
Fase de Aquisio (Pr-Fornecimento) Fase de Recepo e Validao de Encomenda (Logstica) Fase de Instalao (Staging) Fase de Transporte (Logstica) Fase de Instalao (Field Assistance IMACS) Fase de Manuteno (Help Desk) Fase de Manuteno (Field Assistance) Fase de Manuteno (Logstica) Fase de Manuteno (Field Assistance) Fase de Abate (Field Assistance IMACS) Fase de Abate (Logstica) Fase de Abate (Logstica) Roll Outs Roll In
IDC - Managed Services.ppt

Servios Prestados
Tipificao do asset (Marca, famlia, modelo, caractersticas tcnicas, etc) Gerao de ranges a ser disponibilizadas aos fornecedores, identific. dos ns de Asset Recepo total ou parcial de encomenda validada face aos dados carregados na fase anterior e conferncia fsica face aos part-numbers encomendados Activao das ranges previamente definidas (entrada dos equipamentos no circuito) Instalao de componentes de Hardware e Software em Staging Expedio dos componentes para o Plo Logstico do utilizador Recepo no Plo Logstico do utilizador Instalao dos Equipamentos pelo tcnico Pedido de ajuda ao Help Desk Interveno do Tcnico de Field Expedio dos componentes para o Centro Reparador Recepo no Centro Reparador Recepo no Plo Logstico do utilizador aps reparao Interveno do Tcnico de Field para re-colocao do equipamento no utilizador Recolha do equipamento pelo tcnico de Field Recepo no Plo Logstico e preparao de expedio para Armazm Central Recepo no Armazm Central Expedio Final para devoluo Pr-Roll Out Roll Out Ps Roll Out Regularizao Final

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Gesto do nvel de servio e modelo de governao

SLM
Purpose
Measuring the actual KPIs for every service

Goals

Benefits

Definition of Rules and Creates the basis for Standards to meet clear defined controlling, by defining business goals measurement and evaluation criteria. Understanding Problems & To know the environment Clear ideas of mutual restrictions better and build the requirements and responsibilities foundation for a Continuous together with early identification Improvement Program of potential weak points Description and documentation of To enable cost transparency Basis for Optimizing service & Financial indicators continuously adapt service costs to business requirements Generating Ad hoc and predefined Organize IT services to Better planning for customer Reports meet present and future requirements

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Service Level Management

MODELO MODELO OPERA OPERAO O INTEGRADO INTEGRADO Portal Integrador --SSLM SSLM
Web WS Serv

Cliente
SAP Gesto Contratos Cliente RemoteControl Monitorizao Monitoriza o Ticketing

SAP Logistica&Stocks

SAP Field Dispatching

e@MobileService

e@RepairCenter

SAP SAPCS CSService ServiceDataBase DataBase Subsistema SubsistemaCentral Centralde deIntegra Integrao o
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Web Services WebServices

e@Supplier

e@RollOut

Subsistema Operacional
Web Serv WS WS

Modelo de Governao

Joint Management Board

Customer and Siemens Business Services: Entrepreneurs Account Executives

quarterly

- yearly

Sets strategic objectives Approves partnership direction, business model, scope and priorities Reviews overall partnership status and progress Resolves issues escalated Approves strategic product/business changes

Contract
Customer
Customer and Siemens Business Services: Additional roles from Account Teams as needed

Management Board
Maintains Relationship and Contract. Translates customer strategy into IT strategies and architecture Assesses progress and partnership status

monthly

- quarterly

Initiates and monitors projects & major service changes Initiates and monitors SLA and contract changes

Service Delivery Board

Service Delivery Manager, Service Providers/Owners

weekly

- monthly

Reviews operational performance Reviews service delivery issues Initiates service delivery / SLA / Contract changes Initiates & monitors quality of services, deliverables and processes

..

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Internal and external deliveries

OCI - Service Improvement Program

Defining the Process

Im Im pl p elm em en etn att a io tin on

Pl P aln an in nig ng

Realising the Process

N eg N eo gto ia tita et e D ef D e in fie ne

Controlling the Process

Ve Vre if ric fia cta io tin on g

SIP Service Improvement Program

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M M on oin to itr o in rig n

Si S gin gn SL SA LA /O /O LA LA

C C on otn rt o rlo l RR ep eo pr o trt R ev R eiv eiw ew

Plano de Transio

Transition & Transformation

Gain Transparency
(Analysis of the current cost situation) TCO/RCO (total / real cost of ownership) Analysis, process cost analysis, analysis of the asset structure, etc.

Assessment
Identification of peculiarities Comparison with expert. benchmarks Evaluation of peculiarities and of weak points (incl. description)

Pre-selection of measures
Rough design of reasonable target scenarios Derivation of potential measures to be recommended

Feasibility study
Where required, detailed evaluation of the reselected measures through:
Business Case ROI (return on invest)
1
A B C D

Implementation
Program management Change management Implementation controlling Communication of the measures
Develop process model Workstation standardization Data center consolidation ...

Applic. 2% 1.34 Infrast. 5% 2.14 Softw. 1% 1.34

5.6 3.2 1.7

Implementation planning
Definition of KPIs Bundling of measures Dependencies and roadmap of the measures Definition of project landscape Expert talks on sample projects Experience database

Best Practice Sharing

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A Transio

Com Metodologia Experincia!

Sem Metodologia Experincia

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Aspectos Crticos
Conhecimento que as empresas tm de s prprias
Conhecimento da realidade pelo cliente (e, posteriormente pelo Service provider.) Conhecimento detalhado do Asset existente, Imagens de software e gesto de releases, licenciamento do software existente, atribuies do licenciamento etc.. Nveis de servio (quando existem) no assentes em medidas fiveis? Determinao de uma baseline dos servios existentes. Compreenso do modelo de operao Determinao do estado de maturidade do modelo de operao. Centros de deciso e negociao mltiplos com os prestadores de servios Jurisdies internas mal definidas. Presso e/ou lobby pelos clientes internos (ex: empresas do grupo, departamentos etc) Contratos existentes no actualizados Em funo dos servios prestados (mbitos) Nveis de servio contratados e medidos Contratos mal definidos de origem Processos No conhecido com rigor os processos que existem nem os que deveriam existir Processos mal definidos (Nos contedos, na jurisdio, nos interfaces entre diferentes processos, servios, equipas etc) Interligao dos processos com as ferramentas que lhes servem de suporte Processos transversais ao modelo de operao com nveis de servio diferentes e/ou no existentes

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Aspectos Crticos
Dificuldades normalmente inerentes aos aspectos anteriores

Torna-se difcil definir o mbito dos servios e dos requisitos especficos de cada um deles com vista elaborao de um caderno de encargos para o mercado (RFQ) Definio dos nveis de servio vs capacidades reais de medio. Conciliao dos nveis de servio dos prestadores externos (ESP) SLA com os prestadores internos OLA. Passagem dos vrios contratos dos actuais prestadores de servios para um prestador nico de servios (nos casos em existem). Uniformizao de empresas satlites e dos centros de deciso mltiplos. Integrao de recursos humanos: (nos casos em que existem) Garantia de regalias e direitos Gesto de mais-valias para Cliente/Outsourcers/Recursos Elaborao cuidada do Contrato privilegiando a clareza, a simplicidade e o rigor

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Aspectos Crticos
Outras Dificuldades normalmente existentes

Dificuldade de avaliao real do estado da arte do Mercado e dos Servios prestados pelas empresas (BenchMarking) Dificuldade de avaliao dos conceitos e solues propostos pelas empresas de Outsourcing. Dificuldades de avaliao dos tempos reais de implementao e do grau de dificuldade Formao de expectativas no realistas causadas por presso ou por situaes conjunturais

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Muito obrigado pela vossa ateno