Managed Services Contract closed – what happens next?

Optimizing O i h h Operations through Managed ServicesManaged Services

Room 4

Optimizing Operations through Managed Services – Room 4

Reshaping IT Managed Services Contract Closed – What Happens Next?

Andreas WerneckeAndreas WerneckeDirector Data Center ServicesFujitsu

17:30 h

1

17:30 h

2

Managed Service Contract Signed – what Happens next?How do IT, processes, operation and organization change when moving to a Managed Services contract?when moving to a Managed Services contract?

Andreas Werneke, Director Data Center Services,

Soccer, a Game Everybody Knows

2 teams11 l h11 players eachClear rules

Tactics, quality, skills and strategy determine whowins the match

4 Copyright 2011 FUJITSU

Principles of a Service Delivery

D li blDeliverables

Organization

ProcessesIT/tools

Operational tasksp

5

RequirementsCopyright 2011 FUJITSU

Our Tactics and Skills - the Optimal Positioning

Organization

Cos

ts

ProcessesIT/tools

Organization

C

Operational tasks

ProcessesIT/tools

p

6

QualityCopyright 2011 FUJITSU

Managed Services as Selective Outtasking

"Carve-out“ of one operational organism

Organization Organization

ProcessesIT/tools ProcessesIT/tools

Operational tasks Operational tasks

Service providers Customer

7 Copyright 2011 FUJITSU

Managed Services as Selective Outtasking

"Carve-out“ of a bunch of operational micro-organisms

Organization Organization

g

Operational tasks

ProcessesIT/tools

Operational tasks

ProcessesIT/tools

Organization ProcessesIT/tools

Organization

ProcessesIT/tools

Organization

Operational tasks

ProcessesIT/toolsOperational tasksOperational tasks

Operational tasks

Operational tasks

ProcessesIT/tools

Organization

Operational tasks

ProcessesIT/tools

Organization

8

Operational tasksOperational tasks

Copyright 2011 FUJITSU

Equipment – and how to Use it

9

Source: profisport.brash.de Source: profisport.brash.de

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Complexity of Customer IT Environments

Server/OS"Implement and plan

h "

Virtualization

NetworkStorage

ses

changes"

Implement work order

Operations Mgt mer

pro

cess

Error reporting

Capacity planningOperations Mgt.Navisphere, ECCBMC Patrol

CA, TIVOLI,Nagios

onal

cus

tom Capacity planning

Capacity provisioning

Ope

ratio

System monitoring

System administration

10

y

Copyright 2011 FUJITSU

System Monitoring and Alerting

Call tracking systemReporting System monitoring

SLADB

CapacityDB

Perf.DB

Incident Management

AIS ConnectAIS Advanced

User-related Incidents

Monitoring, Perf. Data, …

DB

Microsoft ApplicationsPredictive

alerts

Storage-specific tools

Microsoft ApplicationsSCOM

Network-specific tools

alerts

Storage specific toolsECC or NetApp,OperationsManager, …

Operating Systems

ServerViewAgent

Network specific toolsCisco Works, Spectrum,CSM, OSSIM, …

Virtualization layers

PRIMERGY

Agent

Network devices Storage/SAN systems

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Rules and Processes

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Change Management

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Incident Management Process

FTS Central Country

Support services Dispatching & Field Service

Customer

Local Service Desk orLocal SMC

Support services Dispatching & Field Service

Customer via phone

Remote fix incidents

Di t hiT h i l

EntitlementE-calls

RecommendationOptimalDelivery channel

Dispatching

Call monitoring

FE dispatch

Skills mgt.

DispatchingTechnical support

& routingRecommendationRequired spare part Field Service Operation Back-level

support

Customer via Internet SW distribution

System monitoring

Patch managementOrder management

Customer system

System administration

Remote diagnostics DevelopmentVendor Logistics

Order managementSubcontractor mgt.WarehousingPlanning

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IT Service Management

Copyright 2011 FUJITSU

Playing Positions

15 Copyright 2011 FUJITSU

Organization Structure

Local Service Desk orLocal SMC FTS Central CountryCustomer

Support services Dispatching & Field ServiceSupport services Dispatching & Field Service

Customer via phone

Remote fix incidents

Di t hiT h i l

E-calls Entitlement

Recommendation:OptimalDelivery channel

Dispatching

Call monitoring

FE dispatch

Skills mgt.

DispatchingTechnical support

& routing

Operation

Recommendation:Required spare part Field Service Back-level

support

Customer via Internet SW distribution

System monitoring

Patch managementOrder management

Customer system

System administration

Remote diagnostics DevelopmentVendor Logistics

Order managementSubcontractor Mgt.WarehousingPlanning

16

IT Service Management

Copyright 2011 FUJITSU

Delivery Units within Fujitsu CEMEA&I

Regional Service Desks:

Global delivery centers in CEMEA&I:

Regional data centers:

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Successful and High Quality

88:00Home Visitors

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RACI Matrix – a Proved Base within ITIL

RR WhoWho isis responsibleresponsible??

RACI definitions

The person who is assigned to do theRR

AA

Who Who isis responsibleresponsible??

Who is accountable?Who is accountable?

work

The person who makes the final decision and has the ultimate ownershipAA

CC

Who is accountable?Who is accountable?

Who is consulted?Who is consulted?

and has the ultimate ownership

The person who must be consultedbefore a decision or action is taken

II Who is informed?Who is informed?

be o e a dec s o o act o s ta e

The person who must be informed that a decision or action has been taken

19 Copyright 2011 FUJITSU

80 Million National Coaches

RostockKiel

Bremen

Hamburg

BerlinHannover

Dresden

Magdeburg

Leipzig

Paderborn

Düsseldorf

Erfurt

N b

ErlangenWürzburg

Mannheim

Bad Homburg

Walldorf

StuttgartSaarbrücken

Nuremberg

Augsburg

Walldorf

• Munich

20 Copyright 2011 FUJITSU

Continuous Improvement and Complaint

Common communication and feedbackRegular operational meetingsFujitsu complaint processContinous improvement in product developmentp p p

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A Game Lasts 90 Minutes

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Determine the Managed Service Contract

Negotiations and renewalHandover the operational documentationAggregation of lifecycle reporting

23 Copyright 2011 FUJITSU

Our Tactics and Skill - Optimal Positioning

Organization

Cos

ts

ProcessesIT/tools

Organization

C

Operational tasks

ProcessesIT/tools

p

24

QualityCopyright 2011 FUJITSU

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