Demand & Supply Management in a Multi-Sourcing Environment Jean-Pierre Beelen Managing / Principal Consultant ICT as strategic enabler for high performance

Introduction Jean-Pierre Beelen Managing / Principal Consultant Getronics Lecturer Background Business Informatics > 20 years in ICT Management > 15 years in (Sales)Consultancy > 5 years in Solution / Services Marketing Specialism Business Development and Innovation Marketing and Portfolio analysis Aligning Business & IT Management

Jean-Pierre Beelen

Managing / Principal Consultant Getronics

Lecturer

Background

Business Informatics

> 20 years in ICT Management

> 15 years in (Sales)Consultancy

> 5 years in Solution / Services Marketing

Specialism

Business Development and Innovation

Marketing and Portfolio analysis

Aligning Business & IT Management

Wat is de helft? 8

8

Agenda 29 May 2009 Getronics Confidential Page Maturity

Virtualization ILM Remote management Infoscape Smarts SOA’s Using others data Guaranteed Availability Working with cost effective data Reducing active data Assuring business continuity Integration across the datacenter Automating Business Processes Integration across Business applications Infrastructure Maturity Level Source: EMC Data Availability Networked Storage Tiered Storage Archiving BURA Datacenter Automation Model Based Management Information Supply Chains Enabling data mobility & Central management SAN / NAS solutions Replication & restore solutions Replication tools Synchroon / Asynchroon Mirroring, etc Add value to consolidation: define multi tier storage Data classification Multi tier storage Define archive tier Active archive creation CAS Migrations Policies Next generation Backup BU to disk Incremental BU

Virtualization

ILM

Remote management

Infoscape

Smarts

SOA’s

SAN / NAS solutions

Replication tools

Synchroon / Asynchroon

Mirroring, etc

Data classification

Multi tier storage

Define archive tier

CAS

Migrations

Policies

BU to disk

Incremental BU

Business Object integration Process Optimization Growing Infrastructure Requirements Working together Having a Secure repository Consistent organization Guaranteeing relevancy Collaborative working Integration across the enterprise Integration across enterprise applications Automating Business Processes Content Maturity Level Source: EMC Document Management Collaboration Workflow management Archiving Enterprise Content Enabling document sharing e-rooms Roles and privileges Metadata Repository Status Approvals Version management Add value to document processing and approving Automated processes E-forms Policy management Information rights mgt Authentication Retention policies Record management Automated archiving Application Integration Information Orchestration Compliance Process/Information Analysis Business Process Modeling

Business Object integration

Process Optimization

e-rooms

Roles and privileges

Status

Approvals

Version management

Automated processes

E-forms

Policy management

Information rights mgt

Authentication

Record management

Automated archiving

Process/Information Analysis

Business Process Modeling

Growing Infrastructure Requirements Secure communication Access Management Infrastructure robustness Digital Rights Mgt Automated policies Information rights mgt Business Policy mgt Embedded Data Protection Security Lifecycle Mgt Data safety Intruder Protection Business process robustness Security Maturity Level Source: EMC VPN/SSL Anti virus Firewalls Identity Mgt Operation security Access/use control Anti virus solutions Virus detection Virus elimination Authentication Secure Remote Access Network Access Control 2 way authentication Transmission security Gateway Traffic Control Defining Security Protocols Permit/deny/proxy Mgt Trust zone management Identity Lifecycle Management User credential management Role based identity mgt Enterprise Data Protection Authentication (role based) Password Mgt Process/activity logging Key Mgt Digital Rights Mgt

Information rights mgt

Business Policy mgt

Embedded Data Protection

Security Lifecycle Mgt

Virus detection

Virus elimination

Network Access Control

2 way authentication

Transmission security

Permit/deny/proxy Mgt

Trust zone management

User credential management

Role based identity mgt

Authentication (role based)

Password Mgt

Process/activity logging

Gartner I&O Maturity Model Roles Bus. Processes Governance Automate (Selfhelp) ICT Process (ITIL) ICT Catalogue Role based Standards Virtualisation Shared Services SLA -> KPI’s Balanced Score Card Business Metrics

Business Maturity Model Source: Deloitte

Business IT Integration (BITI) Maturity Model Business Perception of need for IT IT Service Organization Source: Getronics PinkRoccade

Demand & Supply Maturity Model Source: KPMG

Maturity Model Price per seat fixed, but what is in it? Processes embedded Repetition of activities Business directs Business is owner Business decides Business chooses Business follows ICT is driven by pains, projects over time and over budget Ad hoc service delivery Processes recognized, but not embedded Price per seat variabel on basis of actual demand Internal processes tuned and integrated Dynamics in processes on basis of demand shifts Functionality charged for services actually used ICT services formulated in terms of business functions Business & ICT Aligned ICT accountable contribution to margin Source: KPMG 2 Processes / Controlled 5 Business Oriented 1 Ad Hoc/ Technology 4 Customer Oriented 3 Service Oriented

Price per seat fixed, but what is in it?

Processes embedded

Repetition of activities

Business directs

Business is owner

Business decides

Business chooses

Business follows

ICT is driven by pains, projects over time and over budget

Ad hoc service delivery

Processes recognized, but not embedded

Price per seat variabel on basis of actual demand

Internal processes tuned and integrated

Dynamics in processes on basis of demand shifts

Functionality charged for services actually used

ICT services formulated in terms of business functions

Business & ICT Aligned

ICT accountable contribution to margin

Agenda 29 May 2009 Getronics Confidential Page Multi-sourcing

What’s the most import invention of the industrial revolution?

The industrial revolution provides important insights - Standardization of screw thread was one of the key inventions of the industrial revolution - Henry Maudslay 1771-1831

Standardization leads to interchangeability, specialization, economies of scale and mass production

Ultimately, standards have led to contemporary enterprise architectures

E2E Multi-sourcing model Service Oriented Infrastructure COE Build Connectivity Enterpise Appl. Print facilities Business Appl. SPoC Business Incidents Business Alignment Storage Messaging Service Delivery CIO Office E2E Management Identity & Access Management

Manage Multi-sourcing Source: Gartner

4 Worlds of sourcing Source: Gartner

Sourcing related to competence and value Source: Gartner

Is there ONE model for Demand & Supply Management?

Current management models Delivering change Delivering change Business Corporate ICT Third parties BiSL IS Lite ASL/ITIL Source: Atos Consulting 1 3 5 2 4

Agenda 29 May 2009 Getronics Confidential Page Supply Management

Business Model - Roles CIO Office Service Oriented Infrastructure COE Build Connectivity Enterpise Appl. Print facilities Business Appl. Identity & Acces Management E2E Management SPoC Business Incidents Demand Management Storage Messaging Getronics Customer Business Alignment Relationship integration Service Integration Performance Measurement Account Management Vendor Management Reporting Charging Customer Satisfaction Service Portal SL Management Service Management Systems Management Continuous Improvement Architecture Development Procurement Asset Management

Business Alignment

Relationship integration

Service Integration

Performance Measurement

Account Management

Vendor Management

Reporting

Charging

Customer Satisfaction

Service Portal

SL Management

Service Management

Systems Management

Continuous Improvement

Architecture Development

Procurement

Asset Management

Multi-Domain Monitoring Availability Monitoring Performance Monitoring Security Monitoring Correlation & Consolidation Engine Generic Collector Cisco Works LMS QMS CWSLE Microsoft MOM Net IQ Checkpoint P1 Cisco VMS Cisco CS-Mars Concord Red Siren Collector Consolidation / Cross-Domain Correlation Engine Vigilance Security Correlation Engine Customer dashboards Capacity reports Trend reports Vulnerability reports Incidents Identity LAN Datacenter WAN System Application Firewall IDS Content security Wireless objects

Security Monitoring

Agenda 29 May 2009 Getronics Confidential Page Demand Management

ICT roadmap drivers ICT- infrastructure changing needs Business drivers new bidders and posibilties Technology and Service developments Continuous improvement Servicemanagement drivers

Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 2007 2008 2009 Q1 Q2 Q3 Q4 2010 Business Drivers Technology and Service Drivers ICT Infrastructure Sustainability Acquisition Mobility International Presence Web EAI Ubiquitous Access Bandwidth ILM Virtualization Smart Objects and Ambient Intelligence Semantic Connectivity OS innovation Application Rationalization E2E Management Managed IPT Performance Management Wireless workplace Service Management Drivers Centralization Standardization Tooling OS innovation Automate Aurora 2006 Output Management Identity & Access Management Value Add Hermes Apollo Innovation

Business Oriented Scenario’s Source: Microsoft Application Platform Optimization Model Business Intelligence Enterprise Content Management Collaboration Unified Communications Enterprise Search Business Productivity Infrastructure Optimization Model Development SOA and Business Process Business Intelligence User Experience Data Management Data Protection and Recovery Desktop, Device, and Server Mgmt Identity and Access Management Security and Networking Core Infrastructure Optimization Model IT and Security Process BASIC STANDARDIZED RATIONALIZED DYNAMIC BASIC STANDARDIZED RATIONALIZED DYNAMIC BASIC STANDARDIZED ADVANCED DYNAMIC Build Customer Connections Enable Your Mobile Workforce Drive Business Performance Drive Real-World Business Processes Improve Compliance Optimize Your Finance Operations Optimize Your Sales Force Productivity Optimize Your Customer Service Payments Other Industry Priority Solutions.. Business Infrastructure Requirements Optimize your business infrastructure

Agenda 29 May 2009 Getronics Confidential Page The next barrier

Person-Centered Computing: Content, Context and Services PCC Drivers IT part of the fabric of normal (non-work) life Multiple devices User frustration over non-integration Vista upgrade will create next big wave of user upgrade and migration pain High-bandwidth connectivity Automatic updates of Internet applications Advertising and other revenue sources Source: Gartner Personal Professional Community Family Comms Services Content School Schedule Tax Info News Sports Standings E-Gov Shopping School E-Mail RSS Memories Music Hobbies Financial Info Banking Banking Broadband Cell Wi-Fi TV Calendar Memories Medical Financial Home Security IM E-Mail Personal Records Corp. Archives Training Production Data Meeting Records Work at Home Corp Apps Benefits Conferencing VOIP LAN Wi-Fi Cell Devices

PCC Drivers

IT part of the fabric of normal (non-work) life

Multiple devices

User frustration over non-integration

Vista upgrade will create next big wave of user upgrade and migration pain

High-bandwidth connectivity

Automatic updates of Internet applications

Advertising and other revenue sources

29 May 2009 Getronics Confidential Page Questions – Thank you

Business IT Alignment model Source: Gartner