IKT Norge – Erfaringsseminar om global sourcing “Playing the outsourcing market” André Hellum Vice President, Head of Global IT Operations May 6 th 2010 Doc. ID: GL_COR_101 Valid from: 2008-01-01 Revision: 01 Approved by: GET Prepared by: CF&S
IKT Norge –
Erfaringsseminar om global sourcing
“Playing the outsourcing market”
André Hellum
Vice President, Head of Global IT Operations
May 6th 2010
Doc. ID: GL_COR_101 Valid from: 2008-01-01 Revision: 01 Approved by: GET Prepared by: CF&S
Agenda
WWL- “The Movie”
Can everything be outsourced ?
Waves of experience
Getting the delivery right..
From micro management……to services management
Outsourcing SWOT
2November 5th, 2010
BPO partners
Data Management
•Maintenance
•Extraction
•Cleansing
Documentation
•Processes
Can everything be outsourced ?
GSD, Bangalore
Help-Desk
MonitoringData Centre Maintenance
INTEGRATION SUPPORT Chennai
IT-Supply organization
Outsourcing partners
IT-OPS
IT-OperationsDay to day supervision
Security
Platform supervision
DRS planning
IT-Technical SolutionsProject portfolio management
Release management
Technical design & Architecture
Sourcing management
IT-APS
Business AppsDevelopment management
Project management
Enhancements
Maintenance
Shared ServicesDevelopment management
Project management
Enhancements
Maintenance
Sourcing management
GSDHelp-Desk
Monitoring
Data Centre Management
DATA CENTRE FMS•Data Centre Facilities
•DRS
APPS TEAM, ChennaiApplication Maintenance
Application Development
INTEGRATION SUPPORT
Monitoring & Incident Management
Development
3
BPO
Business Organization
Ocean
Inland
SCM
Corporate functions
Sourcing management
November 5th, 2010 4
• Outsourcing starts
• Resource management
• One supplier
2004
• First wave
• Long stabilization
• High maintenance
• Full synergy realization slow
Experience• Service Orientation
• SLA & KPI
• Process driven
2007
• Too many KPI
• Increase in cost
• Quality issues/ attrition
• Incentives
Experience• Playing the market
• Strategic shift
• Shared services
• Multiple suppliers
• SLA & KPI’s
2009
Outsourcing in three waves
Getting the delivery right – always
Standardized vendor managementprocess for all sourcing partners
Monthly reporting as part of MMR
5November 5th, 2010
November 5th, 2010 6
A simple, but intense dashboard…..
From micro management of sourcing suppliers….
Business
Technology
Business projects
• Requirements
• Architecture
• Deliverables
• Project management
Business operations
• SLA
• KPIs
• Capacity management
Business development
• Functionality
• Solutions
• Cost
Technology &
Architecture
• Platforms
• Infrastructure
• DBA
• WAN/LAN
• Security
Business
requirements
• Governance
• SLA/KPIs
• Contracts
Development &
BPO
• Applications
development
• Applications
• Maintenance
• BPO
WWL IT Demand side
APPS
RM
PM
Sourcing
Business Demand
Management
Technology
Services
Technology Supply
Management
November 5th, 2010 7
……to Services Management
Outsourcing SWOT – from my point of view….
Thank you