Managed Services Contract closed – what happens next?

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What are the best practices when transitioning from IT service delivery to Fujitsu Managed Services - either from your internal IT organization or from another service provider?

Andreas Wernecke, Director Data Center Services, Fujitsu explains that companies should have a well-defined governance mode, focus on knowledge transfer projects to reshape your IT environment according to your business needs, and clear communication.

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Managed Services Contract closed – what happens next?

  1. 1. OptimizingOperations throughO i h hManaged Services Room 4
  2. 2. Optimizing Operations through Managed Services – Room 4Reshaping IT Managed Services Contract Closed – What Happens Next? Andreas Wernecke Director Data Center Services Fujitsu 17:30 h 1
  3. 3. 2
  4. 4. Managed Service ContractSigned – what Happens next?How do IT, processes, operation and organization changewhen moving to a Managed Services contract?Andreas Werneke, Director Data Center Services ,
  5. 5. Soccer, a Game Everybody Knows 2 teams 11 players each l h Clear rules Tactics, quality, skills and strategy determine who wins the match 4 Copyright 2011 FUJITSU
  6. 6. Principles of a Service Delivery Deliverables D li bl Organization IT/tools Processes Operational tasks p Requirements 5 Copyright 2011 FUJITSU
  7. 7. Our Tactics and Skills - the Optimal Positioning Organization Costs IT/tools Processes C Operational tasks p Quality 6 Copyright 2011 FUJITSU
  8. 8. Managed Services as Selective Outtasking "Carve-out“ of one operational organism Organization Organization IT/tools Processes IT/tools Processes Operational tasks Operational tasks Service providers Customer 7 Copyright 2011 FUJITSU
  9. 9. Managed Services as Selective Outtasking "Carve-out“ of a bunch of operational micro-organisms g Organization Organization IT/tools Processes IT/tools Processes Operational tasks Operational tasks Organization Organization Organization IT/tools Processes IT/tools Processes Operational tasks Operational tasks IT/tools Processes Operational tasks Organization Organization IT/tools Processes IT/tools Processes Operational tasks Operational tasks 8 Copyright 2011 FUJITSU
  10. 10. Equipment – and how to Use itSource: profisport.brash.de Source: profisport.brash.de 9 Copyright 2011 FUJITSU
  11. 11. Complexity of Customer IT Environments Virtualization Server/OS "Implement and plan Storage changes" h " Network Implement work order ses onal custom process Error reporting mer Operations Mgt Mgt. Capacity planning BMC Patrol Navisphere, ECC CA, TIVOLI, Nagios Capacity provisioning Operatio System monitoring y System administration 10 Copyright 2011 FUJITSU
  12. 12. System Monitoring and AlertingReporting System monitoring Call tracking system SLA Capacity Perf. Incident Management DB DB DBAIS Connect User-related IncidentsAIS AdvancedMonitoring, DBPerf. Data, … Predictive alertsMicrosoft Applications SCOM Network-specific tools Network specific Storage-specific tools Storage specificOperating Systems Cisco Works, ECC or NetApp, Spectrum, Operations CSM, OSSIM, … Manager, … ServerView AgentVirtualization layersPRIMERGY Network devices Storage/SAN systems 11 Copyright 2011 FUJITSU
  13. 13. Rules and Processes 12 Copyright 2011 FUJITSU
  14. 14. Change Management 13 Copyright 2011 FUJITSU
  15. 15. Incident Management Process Local Service Desk or Customer Local SMC FTS Central Country Support services Dispatching & Field Service Remote fix Customer incidents via phone Technical T h i l Dispatching Di t hi support Dispatching Recommendation Call monitoring Optimal Delivery channel FE dispatch Entitlement Skills mgt. E-calls & routing Recommendation Required Operation Back-level Field Service support spare part Customer via Internet SW distribution System monitoring Patch management Order management Subcontractor mgt. Customer System administration Warehousing system Development Planning Remote diagnostics Vendor Logistics IT Service Management 14 Copyright 2011 FUJITSU
  16. 16. Playing Positions 15 Copyright 2011 FUJITSU
  17. 17. Organization Structure Local Service Desk or Customer Local SMC FTS Central Country Support services Dispatching & Field Service Remote fix Customer incidents via phone Technical T h i l Dispatching Di t hi support Dispatching Recommendation: Call monitoring Optimal Delivery channel FE dispatch Entitlement Skills mgt. E-calls & routing Recommendation: Required Operation Back-level Field Service support spare part Customer via Internet SW distribution System monitoring Patch management Order management Subcontractor Mgt. Customer System administration Warehousing system Development Planning Remote diagnostics Vendor Logistics IT Service Management 16 Copyright 2011 FUJITSU
  18. 18. Delivery Units within Fujitsu CEMEA&I Regional Service Desks: Global delivery centers in CEMEA&I: Regional data centers: 17 Copyright 2011 FUJITSU
  19. 19. Successful and High Quality 88:00 Home Visitors 18 Copyright 2011 FUJITSU
  20. 20. RACI Matrix – a Proved Base within ITIL RACI definitions The person who is assigned to do the R Who is responsible? responsible? work The person who makes the final decision A Who is accountable? and has the ultimate ownership The person who must be consulted C Who is consulted? be o e dec s o o act o s ta e before a decision or action is taken The person who must be informed that a I Who is informed? decision or action has been taken 19 Copyright 2011 FUJITSU
  21. 21. 80 Million National Coaches Kiel Rostock Hamburg Bremen Hannover Berlin Magdeburg Paderborn Düsseldorf Leipzig Dresden Erfurt Bad Homburg Würzburg Erlangen Mannheim Walldorf Nurember N b g Saarbrücken Stuttgart Augsburg • Munich 20 Copyright 2011 FUJITSU
  22. 22. Continuous Improvement and Complaint Common communication and feedback Regular operational meetings Fujitsu complaint process Continous improvement in product development p p p 21 Copyright 2011 FUJITSU
  23. 23. A Game Lasts 90 Minutes 22 Copyright 2011 FUJITSU
  24. 24. Determine the Managed Service Contract Negotiations and renewal Handover the operational documentation Aggregation of lifecycle reporting 23 Copyright 2011 FUJITSU
  25. 25. Our Tactics and Skill - Optimal Positioning Organization Costs IT/tools Processes C Operational tasks p Quality 24 Copyright 2011 FUJITSU
  26. 26. 25
  27. 27. 26

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