David Guest discusses his experience using offshore managed services over the past 10 years. He provides examples of how they have implemented managed services for application support and testing. He outlines the benefits they have seen, including unit cost reductions of 40% and service improvements like increased testing coverage and reduced incident volumes. He notes that properly incentivizing both internal teams and partners, building trust, and maintaining good governance are keys to success with managed services models.
The Service-Oriented Enterprise with ServiceNowAspediens
Every department in the enterprise is a service provider. While service relationships are well defined and automated within IT, they are often inefficient, unstructured or non-existent in other enterprise service domains. Georg Maureder, Solution Architect EMEA at ServiceNow will tell you how savvy IT leaders view this as an opportunity to help their business peers replace inefficient email-based service request and fulfilment processes with a proven IT service model.
Roadmap 101 of the ServiceNow business platformSheetal Kale
1)Do you want to improve workflow efficiency across departments in your organization?
2) Do you want to prevent service outages and maximize operational agility?
3) Do you want your IT resources to focus on business goals?
Know how ServiceNow is changing the way people work! Learn more on how ServiceNow is redefining traditional cloud architecture and understand the tangible cost benefits your organization begets with this single window, automated enterprise platform. This is ROADMAP 101 to ServiceNow.
Established in 2007, the Managed Services division of Quess Corp Limited known as Maxeed, provides an extensive range of solutions across the sectors of: Telecom, Utility, Solar and Smart Cities. Maxeed’s offerings are comprehensive, tailor made and reliable solutions which can be easily integrated with Telecom OEMs, Telecom Operators, DISCOMS and Utility Companies.
The Service-Oriented Enterprise with ServiceNowAspediens
Every department in the enterprise is a service provider. While service relationships are well defined and automated within IT, they are often inefficient, unstructured or non-existent in other enterprise service domains. Georg Maureder, Solution Architect EMEA at ServiceNow will tell you how savvy IT leaders view this as an opportunity to help their business peers replace inefficient email-based service request and fulfilment processes with a proven IT service model.
Roadmap 101 of the ServiceNow business platformSheetal Kale
1)Do you want to improve workflow efficiency across departments in your organization?
2) Do you want to prevent service outages and maximize operational agility?
3) Do you want your IT resources to focus on business goals?
Know how ServiceNow is changing the way people work! Learn more on how ServiceNow is redefining traditional cloud architecture and understand the tangible cost benefits your organization begets with this single window, automated enterprise platform. This is ROADMAP 101 to ServiceNow.
Established in 2007, the Managed Services division of Quess Corp Limited known as Maxeed, provides an extensive range of solutions across the sectors of: Telecom, Utility, Solar and Smart Cities. Maxeed’s offerings are comprehensive, tailor made and reliable solutions which can be easily integrated with Telecom OEMs, Telecom Operators, DISCOMS and Utility Companies.
SRE Roundtable with 4 DevOps Ambassadors
A roundtable conversation about Site Reliability Engineering (SRE).
Please join us as four of the DevOps Institute's Ambassadors discuss SRE.
DevOps and SRE (and a little history of Google and SRE) - Helen Beal
SRE and ITIL - Donna Knapp
Benefits of SRE - Craig Pearson
SRE and Security - Niladri Choudhuri
And then the team will answer questions for 30+ minutes. We are very interested in hearing your questions. You can tweet them to @ITSMAcademy, add to the registration form, or bring them with you and chat in during the session.
Mike Orzen, Lean Technologist / Author, Donna Knapp, Curriculum Development Manager / Author
It’s been said that where there is demand there is a value stream. It seems you can’t visit an IT website these days without reading about the importance of value stream management. As Agile, Lean and DevOps practices accelerate our ability to satisfy customer demand, it’s important that ITSM professionals understand the relationship between value streams and processes.
Join Mike Orzen, author of Lean IT and The Lean IT Field Guide and Donna Knapp, author of The ITSM Process Design Guide, for a conversation about value streams and the benefits of incorporating Lean thinking into our continuous improvement efforts. Mike and Donna will set the stage and then ‘open up the mics’ for your questions about anything related to value streams and value stream mapping.
Vicki Rogers, Senior Manager of Change, Georgia Tech
Learn how Georgia Tech adopted the IT change management process (AKA change enablement practice in ITIL v4), designed to help control the life cycle of strategic, tactical, and operational changes to IT services through standardized procedures.
In this webinar, host Vicki Rogers will briefly describe and define change management and how it fits into the ITSM model, touching on changes with ITIL v4.
Please join us as Vick
IT Service Catalog: Customer, Provider and Manager Views of a Service CatalogEvergreen Systems
Please join us for a 30,000 foot view of the customer, provider and manager’s views of the Service Catalog. We will combine high level content from over 20 webinars we presented this year as we consider 3 success keys and 3 critical challenges to overcome, from each perspective.
This content rich webinar is enhanced by our newest intellectual property, as we unveil our Evergreen's “Service Governance Design Principles” guide. Another tool from Evergreen’s consulting toolkit, it covers the roles, responsibilities, KPIs and makeup of a Service Governance capability & process. With it you can build a clear, direct governance process correctly, which you can rely upon to create and manage high quality, consistent services for your Service Catalog efforts.
As always, we will demonstrate these concepts in our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
For full webinar recording including ServiceNow demo please visit http://content.evergreensys.com/webinar-it-service-catalog-customer-provider-manager-views-turkey
IT Service Taxonomy Essentials: Separate IT and Business Services Catalogs?Evergreen Systems
IT Service Catalogs and portals are proliferating. How many Service Catalogs do you need? Should you have separate IT and business service catalogs? What do you do when a service combines parts of both? How do you not totally confuse your customers? Evergreen shares how to create and manage a federated Service Catalog approach – enabling both a consistent service face to your customers and giving your IT teams the latitude they need to execute effectively. We also briefly demonstrate our beautiful and innovative customer-centric Service Catalog (on ServiceNow) – with our service taxonomy framework built in! Recorded event with live demo available at http://content.evergreensys.com/it-service-catalog-webinar-separate-catalogs-slides
ServiceNow® IT Service Management (ITSM) provides a modern service management solution in the cloud. ServiceNow’s system of action allows you to consolidate tools, transform the way you deliver services, and improve the customer experience.
Donna Knapp, Curriculum Development Manager, ITSM Academy
How to Create a Great Customer Experience
A key activity in the ITIL 4 service value chain is 'engage'. One reason why this activity is particularly important is that it represents the start of the customer journey. The most successful organizations understand and master the customer journey; often by walking in their customers’ shoes and experiencing the end-to-end journey for themselves.
In this session, Donna Knapp introduces concepts from the new ITIL® 4: Drive Stakeholder Value publication including ways to optimize the customer journey and create a great customer experience.
Daniel Breston - DevOps metrics that matteritSMF UK
During Daniels presentation he showed you not only how to create meaningful metrics, but also how to develop a maturity matrix that makes sense to guide your journey.
IT departments are constantly challenged to deliver the highest level of customer service, and be efficient and innovative at the same time. There is a greater need for IT departments to evolve and provide business value with innovation and better management of enterprise services.
Donna Knapp
Join us for an introduction to ITIL 4. We’ll share – at a high level – key ITIL 4 concepts and how those concepts support the management of modern IT services. If your organization is leveraging agile, lean and DevOps practices, you will like what you see in this current evolution of the ITIL framework.
The how, why and what of ITIL® certificationsLora Beros
The ITIL® path is long and challenging, but you have to start somewhere. In this on-demand presentation, TrainSignal instructor Lowell Amos discusses the benefits of obtaining an ITIL® certification. Where do you start? Why should you bother? How can this certification transform your career? Let Lowell guide you through the first ladder of the ITIL® climb to success.
This presentation is about -
History of ITIL,
ITIL Qualification scheme,
Introduction to ITIL,
For more details visit -
http://vibranttechnologies.co.in/itil-classes-in-mumbai.html
SRE Roundtable with 4 DevOps Ambassadors
A roundtable conversation about Site Reliability Engineering (SRE).
Please join us as four of the DevOps Institute's Ambassadors discuss SRE.
DevOps and SRE (and a little history of Google and SRE) - Helen Beal
SRE and ITIL - Donna Knapp
Benefits of SRE - Craig Pearson
SRE and Security - Niladri Choudhuri
And then the team will answer questions for 30+ minutes. We are very interested in hearing your questions. You can tweet them to @ITSMAcademy, add to the registration form, or bring them with you and chat in during the session.
Mike Orzen, Lean Technologist / Author, Donna Knapp, Curriculum Development Manager / Author
It’s been said that where there is demand there is a value stream. It seems you can’t visit an IT website these days without reading about the importance of value stream management. As Agile, Lean and DevOps practices accelerate our ability to satisfy customer demand, it’s important that ITSM professionals understand the relationship between value streams and processes.
Join Mike Orzen, author of Lean IT and The Lean IT Field Guide and Donna Knapp, author of The ITSM Process Design Guide, for a conversation about value streams and the benefits of incorporating Lean thinking into our continuous improvement efforts. Mike and Donna will set the stage and then ‘open up the mics’ for your questions about anything related to value streams and value stream mapping.
Vicki Rogers, Senior Manager of Change, Georgia Tech
Learn how Georgia Tech adopted the IT change management process (AKA change enablement practice in ITIL v4), designed to help control the life cycle of strategic, tactical, and operational changes to IT services through standardized procedures.
In this webinar, host Vicki Rogers will briefly describe and define change management and how it fits into the ITSM model, touching on changes with ITIL v4.
Please join us as Vick
IT Service Catalog: Customer, Provider and Manager Views of a Service CatalogEvergreen Systems
Please join us for a 30,000 foot view of the customer, provider and manager’s views of the Service Catalog. We will combine high level content from over 20 webinars we presented this year as we consider 3 success keys and 3 critical challenges to overcome, from each perspective.
This content rich webinar is enhanced by our newest intellectual property, as we unveil our Evergreen's “Service Governance Design Principles” guide. Another tool from Evergreen’s consulting toolkit, it covers the roles, responsibilities, KPIs and makeup of a Service Governance capability & process. With it you can build a clear, direct governance process correctly, which you can rely upon to create and manage high quality, consistent services for your Service Catalog efforts.
As always, we will demonstrate these concepts in our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
For full webinar recording including ServiceNow demo please visit http://content.evergreensys.com/webinar-it-service-catalog-customer-provider-manager-views-turkey
IT Service Taxonomy Essentials: Separate IT and Business Services Catalogs?Evergreen Systems
IT Service Catalogs and portals are proliferating. How many Service Catalogs do you need? Should you have separate IT and business service catalogs? What do you do when a service combines parts of both? How do you not totally confuse your customers? Evergreen shares how to create and manage a federated Service Catalog approach – enabling both a consistent service face to your customers and giving your IT teams the latitude they need to execute effectively. We also briefly demonstrate our beautiful and innovative customer-centric Service Catalog (on ServiceNow) – with our service taxonomy framework built in! Recorded event with live demo available at http://content.evergreensys.com/it-service-catalog-webinar-separate-catalogs-slides
ServiceNow® IT Service Management (ITSM) provides a modern service management solution in the cloud. ServiceNow’s system of action allows you to consolidate tools, transform the way you deliver services, and improve the customer experience.
Donna Knapp, Curriculum Development Manager, ITSM Academy
How to Create a Great Customer Experience
A key activity in the ITIL 4 service value chain is 'engage'. One reason why this activity is particularly important is that it represents the start of the customer journey. The most successful organizations understand and master the customer journey; often by walking in their customers’ shoes and experiencing the end-to-end journey for themselves.
In this session, Donna Knapp introduces concepts from the new ITIL® 4: Drive Stakeholder Value publication including ways to optimize the customer journey and create a great customer experience.
Daniel Breston - DevOps metrics that matteritSMF UK
During Daniels presentation he showed you not only how to create meaningful metrics, but also how to develop a maturity matrix that makes sense to guide your journey.
IT departments are constantly challenged to deliver the highest level of customer service, and be efficient and innovative at the same time. There is a greater need for IT departments to evolve and provide business value with innovation and better management of enterprise services.
Donna Knapp
Join us for an introduction to ITIL 4. We’ll share – at a high level – key ITIL 4 concepts and how those concepts support the management of modern IT services. If your organization is leveraging agile, lean and DevOps practices, you will like what you see in this current evolution of the ITIL framework.
The how, why and what of ITIL® certificationsLora Beros
The ITIL® path is long and challenging, but you have to start somewhere. In this on-demand presentation, TrainSignal instructor Lowell Amos discusses the benefits of obtaining an ITIL® certification. Where do you start? Why should you bother? How can this certification transform your career? Let Lowell guide you through the first ladder of the ITIL® climb to success.
This presentation is about -
History of ITIL,
ITIL Qualification scheme,
Introduction to ITIL,
For more details visit -
http://vibranttechnologies.co.in/itil-classes-in-mumbai.html
Service Reporting and how it applies to your Collaborative Environment.
Service Delivery is a an often used phrase currently, but what is a service ? How do you report on quality of service delivery ? Eileen shall take you through the definition of Service Delivery as it relates to your collaboration tools ( Domino , Sametime, Quickr , BES , Traveller ,) whether hosted on site , via a service provider , via a hosting service provider or the cloud.
Using ITIL Terms and Definitions we shall break down service delivery and how it relates to your Collaborative System , from Administrators to Management to Customers. From Technical KPI's ( Key Performance Indicators ) to Customer SLA's ( Service Level Agreements ). Expect lots of Buzz words such as Capacity Management , Availability Management, Demand Management .. but have them accompanied with practical examples that clarifies them.
Emtec presented and exhibited at the Michigan Oracle Users Summit. “PeopleSoft Can Do That?” will highlight many of the new features that will transform your existing PeopleSoft application, increase end-user effectiveness and maximize your software investment. This presentation will demonstrate the latest features available including the PeopleSoft Test Framework, Pivot Grids, Work Centers and more.
2. Objectives and Agenda
• Background Experience
• Provide Some Real Examples and Data
• Debate:
– What can we use a Managed Service for?
– What has worked well for other people?
– What should people look for from their suppliers?
– Is there still a place for T&M contracts?
3. Over the past 10 years I have used off-shore extensively:
• 2000 - 2006 T&M
– Offshore (O/S) development and support using very large GE programme
– Largely staff augmentation/body shopping
• 2006 - 20010
– Developed O/S programme (now 500+ FTE and growing)
– Introduced Managed Services for Core Support
• 2010 - 2012
– Developed O/S programme (now 250+ FTE and growing)
– O/S Managed Services for Support and Testing
Managed
– Capacity Service for development
Services
4. Managed Services
‘Managed services is the practice of outsourcing management responsibilities as
a strategic method for improving operations’
We have the following managed services:
• 2/3 Line Application Support (Delhi and Bangalore)
– Accenture – Retail and Supply Chain 100+ FTE
– JKT Central and Group Systems
• Independent Testing – SQS (Pune)
– System Testing – test creation and execution 70 FTE
– Regression test automation creation and execution
• And .... We have Store Break Fix – Fujitsu
– All UK based
5. Managed Services Implementation
• Common Complaints
– ‘Its harder in India than doing it on-shore’
– ‘We will have to transfer the knowledge’
– ‘Its not as productive as doing it in the UK’
– ‘Its expensive during transition’
– ‘We’ll lose the IP’
• But if done properly
– They can be transformational from a service and cost perspective
6. Managed Services Benefits
• Unit Cost Reduction
– Unit cost saving for support and testing of 40%
– Effective rates have dropped by over 33% since we moved to managed services
– Domestic contractor usage has dropped to zero in these areas
– This is a multi-million pound saving and its increasing
• Service Improvements
– Testing coverage has increased by 30%, automation is up to 80% on our retail systems and productivity has increased by
20%
– Incident volumes and active problems have reduced across all application portfolios by 20 - 40%
– Regular release cycles have been introduced for problem fixes and small changes
– System availability has improved dramatically and most systems are within SLAs
• Intangible
– IP is better protected
– Improved documentation and rigour
– Permanent staff have been freed up and have better career prospects
– Best practices & disciplines from our suppliers
7. What Makes the Difference?
• Incentivising our teams to accept Managed Services – financially, professionally and emotionally
• Incentivising our partners to improve service and reduce costs – risk reward contracts
• Accepting that we would manage the contract and they would manage the service – we have good
contracts
• Trusting our partners and stopping our teams from interfering – we choose our partners carefully
• Building relationships at the highest levels and visiting the teams in India regularly – we have no travel
restrictions and everyone flies business
• Commercially we keep our options open – we are multi vendor and they all know it
8. • Discussion topics
– Have other people had similar experiences?
– What has worked well for other people?
– What can we use managed services for?
– What should one expect from suppliers?
– Is there still a place for T&M?