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IT Transformation Plan - Consultancy Services Framework

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Rui Calmão
Rui Calmão

A booklet that shows how Novabase with a consultancy services framework helps our customers to drive the path to Digital Transformation

Technology
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IT TRANSFORMATION PLAN
BUSINESS ASSESSMENTTECHNICAL ASSESSMENT EVOLUTION STRATEGY TRANSFORMATION PLAN IDENTIFICATION OF INFRASTRUCTURE CURRENT SITUATION AND MAJOR OPERATIONAL IT CONCERNS ANALYSIS OF THE CURRENT REALITY INFORMATION USE OF PROBES, SPECIFIC SOFTWARE AND OTHERS INSTRUMENTS IN EQUIPMENTS AND ENVIRONMENTS BUSINESS AND SUPPORT PROCESSES REQUIREMENTS ANALYSIS (HIGH LEVEL) BENCHMARKING WITH REFERENCE MODEL ALIGNED WITH THE LATEST TECHNOLOGICAL TRENDS TRANSFORMATION PLAN AND INVESTMENT ESTIMATES PRESENTATION COMMUNICATION OF THE FINDINGS ABOUT THE INFRASTRUCTURE CURRENT STATE BY TECHNICAL AREA CYBERNETIC RISK ANALYSIS VISITS TO INSTALATIONS REPRESENTATIVE OF THE EXISTING DIVERSITY, TO OBSERVE ON-SITE THE END-USERS CURRENT NEEDS AND PROBLEMS DEFINITION OF TRANSFORMATION INITIATIVES WITH INVESTMENT ESTIMATES AND TRANSFORMATION PLAN ELABORATION IT MEETINGS INSTRUMENTATION BUSINESS MEETINGS TREND ANALYSIS TECHNOLOGICAL DIAGNOSTIC INTRUSION TESTS FIELD VISITS CO-CREATION TRANSFORMATION ROADMAP SURVEYS SUBMISSION TO A UNIVERSE OF EMPLOYEES TO IDENTIFY CURRENT USE OF INFRASTRUCTURE AND THEIR NEEDS AND PROBLEMS COMMUNICATION OF THE FINDINGS OF INFRASTRUCTURE CURRENT STATE IN BUSINESS AREAS QUESTIONNAIRES BUSINESS DIAGNOSTIC DISCUSSION OF THE FUTURE TECHNICAL ARCHITECTURE CO- CREATION ARCHITECTURE DEVELOPMENT OF THE FUTURE TECHNICAL ARCHITECTURE FUTURE ARCHITECTURE INVESTMENT PLAN AND PRIORITIES
TECHNICAL ASSESSMENT BUSINESS ASSESSMENT EVOLUTION STRATEGY TRANSFORMATION PLAN
COMMUNICATIONSIT CLUSTERS DEVICES USERS Headquarters Wired Wireless Internet Visitors Operations Centers Customer Experience Data Centers Data Centers3 Technological Poles12 Stores 520 70 1023 Staff Online 2 Production 5 Logistics 12Center Centers Stores Operations Backoffice10% 90%Operations Backoffice13% 87%IT Industrial60% 40% 47.745 Production Centro People Interaction Networking Distribution 15 Vehicles Collaboration International Offices and Operations Processing 3Center Operational 16Center Fixed Mobile30% 70% 10.72310.723 Backoffice 90.231 8% Video Mobile Voice Headquarters SECURITY Offices & Operations Internet Main Site Secondary Site City 1 DATA Remote Access Headquarters Wireless Institutional Sites 31 30 29 Firewall VPNFirewall VPN Partners Some principles of security policies are not being applied. Rules & Procedures Implementation Metrics Compliance Authentication · There are security controls to the external perimeter and the internal perimeter. · Not all employees are aware of the security policies. Proxy Internet Visitors Active: Mobile fixed extension Fixed / Mobile Convergence Active data plan usage Offices and Operations 2 Rooms Distributions 23 Rooms Headquarters 8 Rooms Internal calls in the mobile VPN 0€ 0€ Messaging 1.009 users Instant Messaging 1.210 mailboxes E-mail 131211 1098765 Network Operations Headquarters Centers Software 1 site 736 51 sites 320 50 people 12% licenses use Centro 1 2 4 Fixed Calls with External Prefix 50% Others50% Stores 520 sites 925 25 devices Fax Internet Access Office 365 Social Cloud HTTPS 20010050 Mbps The QoS policy was recently implemented. 74% 23% 3% Requires software upgrade End of life software and hardware Updated 2 Gbps 378 Analyzed Sites 23% 1 Gbps 834 Analyzed Sites 223 Mbps 70 Analyzed Sites Active78% Backup22% Active72% Backup28% Active100% XDSL 77% GPON Life Cycle Center ContractedCapacity Technological PolesHeadquarters Operations Offices & Operations Data Centers DR Site · Main Site · Secondary Site 19 20 Fixed Voice In an universe of 28 analyzed Main Site City 1 2Services City 4 2Services City 5 3Services City 6 3Services Cloud City 2 2Services City 3 2Services 327 applications 21 22 Secondary Site 6Services District 3 7Services District 2 5Services District 1 4Services DR Site 7Services 71% Applications with discontinued software 29% Requires software upgrade Updated software KEY PERFORMANCE INDICATORS Visibility Control Communications Data Center Information Security Digital Workplace Identity MonitoringAlarms CMDB CapacityReporting - KPIs 24 25 Computing Storage 27 26 23 Backup Software Platform WINTEL60% HPUX25% AIX15% Storage Capacity (TB) Brands Rationing Blade80% Rack20% Virtualization ratio 20% HPUX 50% AIX 30% WINTEL City 1 City 2 District 1 DR Site Main Site Hitachi55% HP36% EMC9% Tape Library Technology LTO446% LTO536% Disc to Disc18% Backup Policy Existing backup policy63% Nonexistent backup policy37% Oracle BD V9i14% V10g43% V11g41% V12c2% Windows W2K8 20 13 W2K3 12 41 W2K0 0 0.1 Solaris 11.2 6 11.1 9 11 26 10 2.0 9 7 Physical Virtual 28 Authentication 16 1714 15 3 18 W2K12 50 61 Firewall Firewall FirewallFirewall Center Authentication DATACENTER COMMUNICATIONS Headquarters Wired Wireless Internet Visitors Centers StoresProduction Centro People Interaction Networking Collaboration 8% Video Mobile Voice SECURITY Offices & Operations Internet Main Site Secondary Site City 1 DATA Remote Access Headquarters Wireless Institutional Sit 31 30 29 F Firewall VPN Partn Some principles of security policies are not being applied. Rules & Procedures Implementation Metrics Compliance Authentication · There are security controls to the e perimeter and the internal perimet · Not all employees are aware of the secur Proxy Internet Visitors Active: Mobile fixed extension Fixed / Mobile Convergence Active data plan usage Offices and Operations 2 Rooms Distributions 23 Rooms Headquarters 8 Rooms Internal calls in the mobile VPN 0€ 0€ Messaging 1.009 users Instant Messaging 1.210 mailboxes E-mail 131211 1098765 Network Operations Headquarters Centers Software 1 site 736 51 sites 320 50 people 12% licenses use Centro 1 2 4 Fixed Calls with External Prefix 50% Others50% Stores 520 sites 925 25 devices Fax Internet Access Office 365 Social Cloud HTTPS 20010050 Mbps The QoS policy was recently implemented. 74% 23% 3% Requires software upgrade End of life software and hardware Updated 2 Gbps 378 Analyzed Sites 23% 1 Gbps 834 Analyzed Sites 223 Mbps 70 Analyzed Sites Active78% Backup22% Active72% Backup28% Active100% XDSL 77% GPON Life Cycle Center ContractedCapacity Technological PolesHeadquarters Operations Offices & Operations Data Centers DR Site · Main Site · Secondary Site 19 20 Fixed Voice In an universe of 28 analyzed Main Site City 1 2Services City 4 2Services City 5 3Services City 6 3Services Cloud City 2 2Services City 3 2Services 327 applications 21 22 Secondary Site 6Services District 3 7Services District 2 5Services District 1 4Services DR Site 7Services 71% Applications with discontinued software 29% Requires software upgrade Updated software KEY PERFORMANCE INDICATORS Visibility Control Communications Data C Information Security Digital Workpl Identity MonitoringAlarms CMDB CapacityReporting - KPIs 24 25 Computing Storage 27 26 23 Backup Software Platform WINTEL60% HPUX25% AIX15% Storage Capacity (TB) Brands Rationing Blade80% Rack20% Virtualization ratio 20% HPUX 50% AIX 30% WINTEL City 1 City 2 District 1 DR Site Main Site Hitachi55% HP36% EMC9% Tape Library Technology LTO446% LTO536% Disc to Disc18% Backup Policy Existing backup policy63% Nonexistent backup policy37% Oracle BD V9i14% V10g43% V11g41% V12c2% Windows W2K8 20 13 W2K3 12 41 W2K0 0 0.1 Solaris 11.2 6 11.1 9 11 26 10 2.0 9 7 Physical Virtual 28 Authentication 16 1714 15 3 18 W2K12 50 61 Firewall Firewall FirewallFirewall Center Authentication DATACENTERCOMMUNICATIONS RS Headquarters Wired Wireless Internet Visitors Customer Experience cal Stores 520 70 1023 Staff Online 2 Centers Stores Operations Backoffice0% 0% Production Centro People Interaction Networking Vehicles Collaboration International Offices and Operations Fixed Mobile30% 70% 10.72310.723 8% Video Mobile Voice SECURITY Offices & Operations Internet Main Site Headquarters 29 Fire Some principles of security policies are not being applied. Rules & Procedures Implementation Metrics Authentication Proxy Internet Visitors Active: Mobile fixed extension Fixed / Mobile Convergence Active data plan usage Offices and Operations 2 Rooms Distributions 23 Rooms Headquarters 8 Rooms Internal calls in the mobile VPN 0€ 0€ Messaging 1.009 users Instant Messaging 1.210 mailboxes E-mail 131211 1098765 Network Operations Headquarters Centers Software 1 site 736 51 sites 320 50 people 12% licenses use Centro 1 2 4 Fixed Calls with External Prefix 50% Others50% Stores 520 sites 925 25 devices Fax Internet Access Office 365 Social Cloud HTTPS 20010050 Mbps The QoS policy was recently implemented. 74% 23% 3% Requires software upgrade End of life software and hardware Updated 2 Gbps 378 Analyzed Sites 23% 1 Gbps 834 Analyzed Sites 223 Mbps 70 Analyzed Sites Active78% Backup22% Active72% Backup28% Active100% XDSL 77% GPON Life Cycle Center ContractedCapacity Technological PolesHeadquarters Operations Offices & Operations Data Centers DR Site · Main Site · Secondary Site 19 20 Fixed Voice In an universe of 28 analyzed Main Site City 1 2Services City 4 2Services City 5 3Services City 6 3Services Cloud City 2 2Services City 3 2Services 327 applications 21 22 Secondary Site 6Services District 3 7Services District 2 5Services District 1 4Services DR Site 7Services 71% Applications with discontinued software 29% Requires software upgrade Updated software KEY PERFORMANCE INDICATORS Visibility Control Identity MonitoringAlarms CMDB CapacityReporting - KPIs 24 25 Computing Storage 27 26 23 Backup Software Platform WINTEL60% HPUX25% AIX15% Storage Capacity (TB) Brands Rationing Blade80% Rack20% Virtualization ratio 20% HPUX 50% AIX 30% WINTEL City 1 City 2 District 1 DR Site Main Site Hitachi55% HP36% EMC9% Tape Library Technology LTO446% LTO536% Disc to Disc18% Backup Policy Existing backup policy63% Nonexistent backup policy37% Oracle BD V9i14% V10g43% V11g41% V12c2% Windows W2K8 20 13 W2K3 12 41 W2K0 0 0.1 Solaris 11.2 6 11.1 9 11 26 10 2.0 9 7 Physical Virtual 28 Authentication 16 1714 15 3 18 W2K12 50 61 Firew Firew Center Authentication DATACENTER MMUNICATIONS eadquarters Wired Wireless Internet Visitors Centers StoresProduction Centro e Interaction rking aboration 8% Video Mobile Voice SECURITY Offices & Operations Internet Main Site Secondary Site City 1 DATA Remote Access Headquarters Wireless Institutional Sites 31 30 29 Firewall VPNFirewall VPN Partners Some principles of security policies are not being applied. Rules & Procedures Implementation Metrics Compliance Authentication · There are security controls to the external perimeter and the internal perimeter. · Not all employees are aware of the security policies. Proxy Internet Visitors Active: Mobile fixed extension Fixed / Mobile Convergence Active data plan usage Offices and Operations 2 Rooms Distributions 23 Rooms Headquarters 8 Rooms Internal calls in the mobile VPN 0€ 0€ Messaging 1.009 users Instant Messaging 1.210 mailboxes E-mail 131211 1098765 Network Operations Headquarters Centers Software 1 site 736 51 sites 320 50 people 12% licenses use Centro 1 2 4 Fixed Calls with External Prefix 50% Others50% Stores 520 sites 925 25 devices Fax Internet Access Office 365 Social Cloud HTTPS 20010050 Mbps The QoS policy was recently implemented. 74% 23% 3% Requires software upgrade End of life software and hardware Updated 2 Gbps 378 Analyzed Sites 23% 1 Gbps 834 Analyzed Sites 223 Mbps 70 Analyzed Sites Active78% Backup22% Active72% Backup28% Active100% XDSL 77% GPON cle Center ContractedCapacity Technological Polesquarters Operations Offices & Operations ata Centers te · Main Site · Secondary Site 19 20 Fixed Voice In an universe of 28 analyzed Main Site City 1 2Services City 4 2Services City 5 3Services City 6 3Services Cloud City 2 2Services City 3 2Services 327 applications 21 22 Secondary Site 6Services District 3 7Services District 2 5Services District 1 4Services DR Site 7Services 71% Applications with discontinued software 29% Requires software upgrade Updated software ERFORMANCE INDICATORS bility Control Communications Data Center Information Security Digital Workplace Identity MonitoringAlarms CMDB CapacityReporting - KPIs 24 25 Computing Storage 27 26 23 Backup Software Platform WINTEL60% HPUX25% AIX15% Storage Capacity (TB) Brands Rationing Blade80% Rack20% Virtualization ratio 20% HPUX 50% AIX 30% WINTEL City 1 City 2 District 1 DR Site Main Site Hitachi55% HP36% EMC9% Tape Library Technology LTO446% LTO536% Disc to Disc18% Backup Policy Existing backup policy63% Nonexistent backup policy37% Oracle BD V9i14% V10g43% V11g41% V12c2% Windows W2K8 20 13 W2K3 12 41 W2K0 0 0.1 Solaris 11.2 6 11.1 9 11 26 10 2.0 9 7 Physical Virtual 28 Authentication 16 1714 15 3 18 W2K12 50 61 Firewall Firewall FirewallFirewall Center Authentication DATACENTER TECHNICAL ASSESSMENT TECHNICAL ASSESSMENT INFOGRAPHIC INFORMATION SECURITY WE STUDY THE INTERNAL AND EXTERNAL EXPOSURE LEVEL OF THE IT SECURITY “DATACENTER CORE OBSOLESCENT AND NOT SUITABLE” “GREATER COSTS DUE TO LOW VIRTUALIZATION LEVEL” “NEED OF BACKUPS MANAGEMENT REVISION” “DATA STORAGE BASED ON DISCONTINUED TECHNOLOGY” “DANGER OF THEFT OR ACCESS NOT AUTHORIZED TO PRIVILEGED INFORMATION DUE TO VULNERABILITIES IN THE INTERNAL PERIMETER” “DISCONTINUATION OF SECURITY EQUIPMENTS IN THE COMMUNICATIONS AND WITHOUT REPLACEMENT IN CASE OF DAMAGE” “LACK OF SERVICE UNDERSTANDING” DATA CENTERS WE ANALYZE HOW THE ORGANIZATION’S DATA CENTER IS ORGANIZED TO DELIVERY SERVICES COLLABORATION WE EVALUATE HOW IT SUPPORTS THE INTERACTION BETWEEN PEOPLE: VOICE, VIDEO AND MESSAGING COMMUNICATIONS WE ANALYZE HOW THE INFORMATION CIRCULATES ON THE NETWORK AND ITS PERFORMANCE LEVEL DIGITAL WORKPLACE WE OBSERVE THE USER’S NEEDS IN THEIR WORKPLACECOMMUNICATIONS USERS Headquarters Wired Wireless Internet Visitors Customer Experience Data Centers Data Centers3 Technological Poles12 Stores 520 70 1023 Staff Online 2 Centers Stores Operations Backoffice10% 90%Operations Backoffice 47.745 Production Centro People Interaction Networking Vehicles Collaboration International Offices and Operations Fixed Mobile30% 70% 10.72310.723 Backoffice 8% Video Mobile Voice Headquarters S R Im M Auth Active: Mobile fixed extension Fixed / Mobile Convergence Active data plan usage Offices and Operations 2 Rooms Distributions 23 Rooms Headquarters 8 Rooms Internal calls in the mobile VPN 0€ 0€ Messaging 1.009 users Instant Messaging 1.210 mailboxes E-mail 131211 1098765 Network Operations Headquarters Centers Software 1 site 736 51 sites 320 50 people 12% licenses use Centro 1 2 4 Fixed Calls with External Prefix 50% Others50% Stores 520 sites 925 25 devices Fax Internet Access Office 365 Social Cloud HTTPS 20010050 Mbps The QoS policy was recently implemented. 74% 23% 3% Requires software upgrade End of life software and hardware Updated 2 Gbps 378 Analyzed Sites 23% 1 Gbps 834 Analyzed Sites 223 Mbps 70 Analyzed Sites Active78% Backup22% Active72% Backup28% Active100% XDSL 77% GPON Life Cycle Center ContractedCapacity Technological PolesHeadquarters Operations Offices & Operations Data Centers DR Site · Main Site · Secondary Site 19 20 Fixed Voice In an universe of 28 analyzed Main Site City 1 2Services City 4 2Services City 5 3Services City 6 3Services Cloud City 2 2Services City 3 2Services 327 applications 21 22 Secondary Site 6Services District 3 7Services District 2 5Services District 1 4Services DR Site 7Services 71% Applications with discontinued software 29% Requires software upgrade Updated software KEY PERFORMANCE INDICATORS Visibility Control Identity MonitoringAlarms CMDBReporting - KPIs 24 25 Computing Storage 27 26 23 Backup Software Platform WINTEL60% HPUX25% AIX15% Storage Capacity (TB) Brands Rationing Blade80% Rack20% Virtualization ratio 20% HPUX 50% AIX 30% WINTEL City 1 City 2 District 1 DR Site Main Site Hitachi55% HP36% EMC9% Tape Library Technology LTO446% LTO536% Disc to Disc18% Backup Policy Existing backup policy63% Nonexistent backup policy37% Oracle BD V9i14% V10g43% V11g41% V12c2% Windows W2K8 20 13 W2K3 12 41 W2K0 0 0.1 Solaris 11.2 6 11.1 9 11 26 10 2.0 9 7 Physical Virtual 28 Auth 16 1714 15 3 18 W2K12 50 61 Center DATACENTER COMMUNICATIONS USERS Headquarters Wired Wireless Internet Visitors Customer Experience Data Centers Data Centers3 Technological Poles12 Stores 520 70 1023 Staff Online 2 Centers Stores Operations Backoffice10% 90%Operations Backoffice 7.745 Production Centro People Interaction Networking Vehicles Collaboration International Offices and Operations Fixed Mobile30% 70% 10.72310.723 Backoffice 8% Video Mobile Voice Headquarters S Ru Im Me Authe Active: Mobile fixed extension Fixed / Mobile Convergence Active data plan usage Offices and Operations 2 Rooms Distributions 23 Rooms Headquarters 8 Rooms Internal calls in the mobile VPN 0€ 0€ Messaging 1.009 users Instant Messaging 1.210 mailboxes E-mail 131211 1098765 Network Operations Headquarters Centers Software 1 site 736 51 sites 320 50 people 12% licenses use Centro 1 2 4 Fixed Calls with External Prefix 50% Others50% Stores 520 sites 925 25 devices Fax Internet Access Office 365 Social Cloud HTTPS 20010050 Mbps The QoS policy was recently implemented. 74% 23% 3% Requires software upgrade End of life software and hardware Updated 2 Gbps 378 Analyzed Sites 23% 1 Gbps 834 Analyzed Sites 223 Mbps 70 Analyzed Sites Active78% Backup22% Active72% Backup28% Active100% XDSL 77% GPON Life Cycle Center ContractedCapacity Technological PolesHeadquarters Operations Offices & Operations Data Centers DR Site · Main Site · Secondary Site 19 20 Fixed Voice In an universe of 28 analyzed Main Site City 1 2Services City 4 2Services City 5 3Services City 6 3Services Cloud City 2 2Services City 3 2Services 327 applications 21 22 Secondary Site 6Services District 3 7Services District 2 5Services District 1 4Services DR Site 7Services 71% Applications with discontinued software 29% Requires software upgrade Updated software KEY PERFORMANCE INDICATORS Visibility Control Identity MonitoringAlarms CMDBReporting - KPIs 24 25 Computing Storage 27 26 23 Backup Software Platform WINTEL60% HPUX25% AIX15% Storage Capacity (TB) Brands Rationing Blade80% Rack20% Virtualization ratio 20% HPUX 50% AIX 30% WINTEL City 1 City 2 District 1 DR Site Main Site Hitachi55% HP36% EMC9% Tape Library Technology LTO446% LTO536% Disc to Disc18% Backup Policy Existing backup policy63% Nonexistent backup policy37% Oracle BD V9i14% V10g43% V11g41% V12c2% Windows W2K8 20 13 W2K3 12 41 W2K0 0 0.1 Solaris 11.2 6 11.1 9 11 26 10 2.0 9 7 Physical Virtual 28 Authe 16 1714 15 3 18 W2K12 50 61 Center DATACENTER “EXPLORATION COSTS REDUCTION BY CONCENTRATING IN A SINGLE DATA CENTER” “ABSENCE OF A COLLABORATIVE CORPORATE CULTURE”
TECHNICAL ASSESSMENT TECHNICAL ASSESSMENT TOOLS EVENT MANAGEMENT TRAFIC ANALYSIS ASSETS INVENTORY APPLICATION PERFORMANCE SYSTEMS MONITORING IN REAL TIME TO IDENTIFY PATTERNS AND TRENDS OF INFRASTRUCTURE / DATA CORRELATION TRAFFIC MONITORING THAT CIRCULATES IN THE NETWORK / EQUIPMENT AUTOMATED ASSET DISCOVERY APPLICATION PERFORMANCE ANALYSIS IN DIFFERENT ASPECTS (E.G. DISPONIBILITY, TRAFIC VOLUME, ERROR PACKETS OR DISCARDED PACKETS, ETC.)
TECHNICAL ASSESSMENT TECHNICAL ASSESSMENT DELIVERABLES 04 COMMUNICATIONSIT CLUSTERS DEVICES USERS Headquarters Wired Wireless Internet Visitors Operations Centers Customer Experience Data Centers Data Centers3 Technological Poles12 Stores 520 70 1023 Staff Online 2 Production 5 Logistics 12Center Centers Stores Operations Backoffice10% 90%Operations Backoffice13% 87%IT Industrial60% 40% 47.745 Production Centro People Interaction Networking Distribution 15 Vehicles Collaboration International Offices and Operations Processing 3Center Operational 16Center Fixed Mobile30% 70% 10.72310.723 Backoffice 90.231 8% Video Mobile Voice Headquarters SECURITY Offices & Operations Internet Main Site Secondary Site City 1 DATA Remote Access Headquarters Wireless Institutional Sites 31 30 29 Firewall VPNFirewall VPN Partners Some principles of security policies are not being applied. Rules & Procedures Implementation Metrics Compliance Authentication · There are security controls to the external perimeter and the internal perimeter. · Not all employees are aware of the security policies. Proxy Internet Visitors Active: Mobile fixed extension Fixed / Mobile Convergence Active data plan usage Offices and Operations 2 Rooms Distributions 23 Rooms Headquarters 8 Rooms Internal calls in the mobile VPN 0€ 0€ Messaging 1.009 users Instant Messaging 1.210 mailboxes E-mail 131211 1098765 Network Operations Headquarters Centers Software 1 site 736 51 sites 320 50 people 12% licenses use Centro 1 2 4 Fixed Calls with External Prefix 50% Others50% Stores 520 sites 925 25 devices Fax Internet Access Office 365 Social Cloud HTTPS 20010050 Mbps The QoS policy was recently implemented. 74% 23% 3% Requires software upgrade End of life software and hardware Updated 2 Gbps 378 Analyzed Sites 23% 1 Gbps 834 Analyzed Sites 223 Mbps 70 Analyzed Sites Active78% Backup22% Active72% Backup28% Active100% XDSL 77% GPON Life Cycle Center ContractedCapacity Technological PolesHeadquarters Operations Offices & Operations Data Centers DR Site · Main Site · Secondary Site 19 20 Fixed Voice In an universe of 28 analyzed Main Site City 1 2Services City 4 2Services City 5 3Services City 6 3Services Cloud City 2 2Services City 3 2Services 327 applications 21 22 Secondary Site 6Services District 3 7Services District 2 5Services District 1 4Services DR Site 7Services 71% Applications with discontinued software 29% Requires software upgrade Updated software KEY PERFORMANCE INDICATORS Visibility Control Communications Data Center Information Security Digital Workplace Identity MonitoringAlarms CMDB CapacityReporting - KPIs 24 25 Computing Storage 27 26 23 Backup Software Platform WINTEL60% HPUX25% AIX15% Storage Capacity (TB) Brands Rationing Blade80% Rack20% Virtualization ratio 20% HPUX 50% AIX 30% WINTEL City 1 City 2 District 1 DR Site Main Site Hitachi55% HP36% EMC9% Tape Library Technology LTO446% LTO536% Disc to Disc18% Backup Policy Existing backup policy63% Nonexistent backup policy37% Oracle BD V9i14% V10g43% V11g41% V12c2% Windows W2K8 20 13 W2K3 12 41 W2K0 0 0.1 Solaris 11.2 6 11.1 9 11 26 10 2.0 9 7 Physical Virtual 28 Authentication 16 1714 15 3 18 W2K12 50 61 Firewall Firewall FirewallFirewall Center Authentication DATACENTER OVERVIEW OF CURRENT REALITY CURRENT USE OF INFRASTRUCTURE DATA CURRENT VULNERABILITIES IDENTIFIED QUICK WINS IDENTIFIED AND PRIORITIZED DELIVERABLES TECHNICAL ASSESSMENT INFOGRAPHIC TECHNICAL ASSESSMENT REPORT OPTIMIZATION PLAN 01 02 03 01 02 03 RESULTS Programa Renovação e Expansão de Infraestruturas de TI - Relatório Técnico 3.0 DATA: 12-01-2016 Figura 39 – Distribuição Geográfica dos Sistemas CON.SDC.001: Doze localizações de sistemas, com níveis de complexidade e disponibilização de serviços distintas. CON.SDC.002: Grande distribuição geográfica de recursos computacionais, de storage e backup. CON.SDC.003: Os serviços aplicacionais encontram-se distribuídos por sete localizações: dois datacenters, quatro Pólos Técnicos Avançados e na cloud pública SmartCloudPT. CON.SDC.004: Os cinco Pólos Técnicos disponibilizam somente serviços de infraestrutura como File & Print, Backups e, num dos casos, Domain Controller. O serviço NAVe_Riposte é replicado para os dois datacenters, Imopolis e NorteShopping, não existindo mais nenhum serviço com este nível de alta disponibilidade. O site do NorteShopping é também utilizado como repositório das tapes dos backups efetuados no Imopolis. Posto isto, não existe um site de Disaster Recovery. CON.SDC.005: Não existe um site de Disaster Recovery. Na tabela seguinte descrevem-se, de forma não exaustiva, os serviços de infraestrutura e aplicacionais presentes em cada localização.
TECHNICAL ASSESSMENT BUSINESS ASSESSMENT EVOLUTION STRATEGY TRANSFORMATION PLAN
BUSINESS ASSESSMENT BUSINESS ASSESSMENT INFOGRAPHIC PERSONAS UNDERSTANDING THE CURRENT SITUATION OF USER PROFILES IN SEVERAL DIMENSIONS AND THEIR VISION OF FUTURE NEEDS TECHNOLOGY PROFILE OPERATIONAL FACTS CARACTERIZATION OF USERS’ IT PROFILE BY CURRENT NEEDS AND FUTURE CHALLENGE BUSINESS STRATEGY UNDERSTANDING ORGANIZATION’S BUSINESS STRATEGY DRIVERS AND ITS IMPACT IN IT BUSINESS ORGANIZATION CHARACTERIZATION OF BUSINESS UNITS, PROFILES AND ROLES “EXPLORATION COSTS REDUCTION BY CONCENTRATING IN A SINGLE DATA CENTER” COSTUMER SERVICE CENTER ??? ??? BRANCH 1 BRANCH 2 9:04 9:16 Portable PC Optical Reader UPS 86 Personal Device Terminal 52 41 40 Scanner33 Ink Jet Printer30 Multifunction Printer26 Hand Scanner Monitor Tagging Scanner 1.187 Fixed PC1.037 927 443 Laser Printer413 Scale156 PDA109 4.617 1.915 2.702 41% INDUSTRIAL HARDWARE 59% IT HARDWARE Multifunction Printer Scale Optical Printer 63 UPS54 53 50 POS / PINPAD41 Thermical Printer 33 Fixed PC Laser Printer 560 Monitor550 127 Hand Scanner99 PDA93 Tagging Device66 1.868 401 1.467 21% INDUSTRIAL HARDWARE 79% IT HARDWARE 1 DISTRIBUTION 2 STORE + AGENTS 3 OPERATION 4 SUPERVISION 5 OFFICE 6 COMMERCIAL + MANAGEMENT SUSANA SUPERVISOR AMY CUSTOMER SUPPORT OSCAR OPERATOR JAMES BACKOFFICE TOM BACKOFFICE, OPERATIONS AND STORES Often requires to communicate with operations during the commercial activity, however lacks the means to do it. Sometimes “gives a call” of his personal mobile to the spervisor. Dedicated to customer service support seeks to be updated about company’s offerings. When requires clarifications, during the service support, contacts the Customer Support Center. With some regularity debates with the delay in the start of the day’s work, particularly on Monday. Ensures operations in a work environment that sometimes is repetitive. Works by shifts in a Logistics Processing Center, which operates 24/7. Started as costumer support and today oversees the stores. Comprises the collaboration needs and knows that communicate with who is on the field is sometimes complicated, but essential. Uses CITRIX to access Office. Works in headquarters building and has no need to move beyond the floor of the Marketing department and meeting rooms. One of the biggest difficulties felt is due to the lack of space in the network to store the information that it generates. In constant contact with the professional matters, even outside the typical job site, uses his laptop and VPN. Considers an asset to be able to access applications and information through iPad and Smartphone. It is concerned with information security and the potential loss of confidential data. 6.272 6.050 Exterior, operations and stores VENDORS 2.582 Stores CUSTOMER SUPPORT Exterior and stores 520 FRANCHISE CUSTOMER SUPPORT Operations 1500 OPERATORS Central buildings and operations 1.694 BUSINESS SUPPORT / HR / MKT Exterior, central buildings, operations and stores 443 COMMERCIAL / DIRECTION / MANAGEMENT 83 Stores STORE MANAGER / SUPERVISOR 100% INDUSTRIAL HARDWARE 33.241 23.721 9.520 71% INDUSTRIAL HARDWARE 29% IT HARDWARE Fixed PC Hand Scanner Tagging Device 3.684 Monitor3.671 3.566 3.489 Optical Reader3.444 Scale3.179 Card Reader2.476 Thermical Printer2.258 POS / PINPAD2.056 USB Interface1.345 Multifunction Printer557 UPS447 PDA438 Certification Printer738 Laser Printer549 Portable PC Laser Printer 443 Monitor80 79 Scanner Ink Jet Printers 30 Multifunction Printer 29 27 5.423 677 4.746 12% INDUSTRIAL HARDWARE 88% IT HARDWARE 688 100% IT HARDWARE CHARLES VENDOR Collaboration Management SecurityMobility Devices 1 2 1 2 0 0 2 3 3 4 Collaboration Management SecurityMobility Devices 2 2 0 1 0 0 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 3 Collaboration SecurityMobility Devices 3 5 3 4 4 2 2 2 Collaboration SecurityMobility Devices 3 5 3 5 2 5 3 5 Personal Device Terminal Multifunction Printer Pontógrafo 57 Scanner51 51 50 Ink Jet Printer47 Optical Reader31 Card Reader27 Thermal Printer26 Monitor Portable PC Hand Scanner 1.879 Fixed PC1.740 764 273 Tagging Device140 Laser Printer135 Scale83 6:30 SGC The vendor finds the Management System unavailable. Resoluçã o CSCCSC 9:10 He only can start the commercial activity later, after CSC availability. The delay is reflected in scheduled meetings with the customers. 8:40 He calls to the Customer Service Center from his personal mobile, without success. It only opens at 8:30 am. 6:40 ... The customer support finds the Management System unavailable. She only can get technical support at 9:00 am, when the CSC opens. She has to wait for 9:00 am, when the CSC opens to start to work. She calls to the Customer Service Center, from his personal mobile, without success. He calls the Customer Service Center, from his personal mobile, without success. The supervisor finds the Management System unavailable. 8:00 SGC The manager finds the Management System unavailable. CSC He can only begin to delegate tasks later, after the CSC availability. The delay is reflected in the company's production. He calls the Customer Service Center, from his personal mobile, without success. It only opens at 8:30 am. Opticon GEO10 Personal Device Terminal 4.544 PDT Base1.428 300 70 The marketing collaborator finds the Management System unavailable. Management 2 2 Management 2 3 Management 3 42 Management 3 4 He calls the Customer Service Center, without success. It only opens at 8:30 am. He has to wait for the CSC support to begin to work. ??? ??? ??? ?????? AGUARDE ??? ??? 9:30 8:15 TRY LATER 8:04 8:16 8:00 The operator finds the Management System unavailable. 6 work environments Which devices? Storytelling The business strategy What is the ideal model of service delivery? What connectivity model leverages the business? What enterprise mobility? What is the strategic know-how? How to control the adoption of strategic services? What are the evolution drivers? Maintain leadership How to optimize the management of IT park? What is the consolidation strategy? What licenses are redundant? What resources are in excess? Improve efficiency What are the contact points with the customer? What new digital services improve customer experience? How to ensure the security in the new digital services? How to ensure the compliance? Develop new products / services COSTUMER SERVICE CENTER ??? ??? BRANCH 1 BRANCH 2 9:04 9:16 Portable PC Optical Reader UPS 86 Personal Device Terminal 52 41 40 Scanner33 Ink Jet Printer30 Multifunction Printer26 Hand Scanner Monitor Tagging Scanner 1.187 Fixed PC1.037 927 443 Laser Printer413 Scale156 PDA109 4.617 1.915 2.702 41% INDUSTRIAL HARDWARE 59% IT HARDWARE Multifunction Printer Scale Optical Printer 63 UPS54 53 50 POS / PINPAD41 Thermical Printer 33 Fixed PC Laser Printer 560 Monitor550 127 Hand Scanner99 PDA93 Tagging Device66 1.868 401 1.467 21% INDUSTRIAL HARDWARE 79% IT HARDWARE TION 2 STORE + AGENTS 3 OPERATION 4 SUPERVISION 5 OFFICE 6 COMMERCIAL + MANAGEMENT SUSANA SUPERVISOR AMY CUSTOMER SUPPORT OSCAR OPERATOR JAMES BACKOFFICE TOM BACKOFFICE, OPERATIONS AND STORES with operations during the commercial s to do it. Sometimes “gives a call” of sor. Dedicated to customer service support seeks to be updated about company’s offerings. When requires clarifications, during the service support, contacts the Customer Support Center. With some regularity debates with the delay in the start of the day’s work, particularly on Monday. Ensures operations in a work environment that sometimes is repetitive. Works by shifts in a Logistics Processing Center, which operates 24/7. Started as costumer support and today oversees the stores. Comprises the collaboration needs and knows that communicate with who is on the field is sometimes complicated, but essential. Uses CITRIX to access Office. Works in headquarters building and has no need to move beyond the floor of the Marketing department and meeting rooms. One of the biggest difficulties felt is due to the lack of space in the network to store the information that it generates. In constant contact with the professional matters, even outside the typical job site, uses his laptop and VPN. Considers an asset to be able to access applications and information through iPad and Smartphone. It is concerned with information security and the potential loss of confidential data. ns and stores 2.582 Stores CUSTOMER SUPPORT Exterior and stores 520 FRANCHISE CUSTOMER SUPPORT Operations 1500 OPERATORS Central buildings and operations 1.694 BUSINESS SUPPORT / HR / MKT Exterior, central buildings, operations and stores 443 COMMERCIAL / DIRECTION / MANAGEMENT 83 Stores STORE MANAGER / SUPERVISOR 00% DUSTRIAL ARDWARE 33.241 23.721 9.520 71% INDUSTRIAL HARDWARE 29% IT HARDWARE Fixed PC Hand Scanner Tagging Device 3.684 Monitor3.671 3.566 3.489 Optical Reader3.444 Scale3.179 Card Reader2.476 Thermical Printer2.258 POS / PINPAD2.056 USB Interface1.345 Multifunction Printer557 UPS447 PDA438 Certification Printer738 Laser Printer549 Portable PC Laser Printer 443 Monitor80 79 Scanner Ink Jet Printers 30 Multifunction Printer 29 27 5.423 677 4.746 12% INDUSTRIAL HARDWARE 88% IT HARDWARE 688 100% IT HARDWARE CHARLES VENDOR ollaboration Management Security 1 2 1 2 0 0 Collaboration Management SecurityMobility Devices 2 2 0 1 0 0 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 3 Collaboration SecurityMobility Devices 3 5 3 4 4 2 2 2 Collaboration SecurityMobility Devices 3 5 3 5 2 5 3 5 Personal Device Terminal Multifunction Printer Pontógrafo 57 Scanner51 51 50 Ink Jet Printer47 Optical Reader31 Card Reader27 Thermal Printer26 Monitor Portable PC Hand Scanner 1.879 Fixed PC1.740 764 273 Tagging Device140 Laser Printer135 Scale83 Resolu ção CSCCSC 9:10 He only can start the commercial activity later, after CSC availability. The delay is reflected in scheduled meetings with the customers. 8:40 omer Service sonal mobile, only opens The customer support finds the Management System unavailable. She only can get technical support at 9:00 am, when the CSC opens. She has to wait for 9:00 am, when the CSC opens to start to work. She calls to the Customer Service Center, from his personal mobile, without success. He calls the Customer Service Center, from his personal mobile, without success. The supervisor finds the Management System unavailable. 8:00 SGC The manager finds the Management System unavailable. CSC He can only begin to delegate tasks later, after the CSC availability. The delay is reflected in the company's production. He calls the Customer Service Center, from his personal mobile, without success. It only opens at 8:30 am. Opticon GEO10 Personal Device Terminal 4.544 PDT Base1.428 300 70 The marketing collaborator finds the Management System unavailable. Management 2 2 Management 2 3 Management 3 42 Management 3 4 He calls the Customer Service Center, without success. It only opens at 8:30 am. He has to wait for the CSC support to begin to work. ??? ??? ??? ?????? AGUARDE ??? ??? 9:30 8:15 TRY LATER 8:04 8:16 8:00 The operator finds the Management System unavailable. COSTUMER SERVICE CENTER ??? ??? BRANCH 1 BRANCH 2 9:04 9:16 Portable PC Optical Reader UPS 86 Personal Device Terminal 52 41 40 Scanner33 Ink Jet Printer30 Multifunction Printer26 Hand Scanner Monitor Tagging Scanner 1.187 Fixed PC1.037 927 443 Laser Printer413 Scale156 PDA109 4.617 1.915 2.702 41% INDUSTRIAL HARDWARE 59% IT HARDWARE Multifunction Printer Scale Optical Printer 63 UPS54 53 50 POS / PINPAD41 Thermical Printer 33 Fixed PC Laser Printer 560 Monitor550 127 Hand Scanner99 PDA93 Tagging Device66 1.868 401 1.467 21% INDUSTRIAL HARDWARE 79% IT HARDWARE 1 DISTRIBUTION 2 STORE + AGENTS 3 OPERATION 4 SUPERVISION 5 OFFICE SUSANA SUPERVISOR AMY CUSTOMER SUPPORT OSCAR OPERATOR JAM BACKO Often requires to communicate with operations during the commercial activity, however lacks the means to do it. Sometimes “gives a call” of his personal mobile to the spervisor. Dedicated to customer service support seeks to be updated about company’s offerings. When requires clarifications, during the service support, contacts the Customer Support Center. With some regularity debates with the delay in the start of the day’s work, particularly on Monday. Ensures operations in a work environment that sometimes is repetitive. Works by shifts in a Logistics Processing Center, which operates 24/7. Started as costumer support and today oversees the stores. Comprises the collaboration needs and knows that communicate with who is on the field is sometimes complicated, but essential. Uses CITRIX to access Office. Works in headquarters building and has no need t floor of the Marketing department and meeting roo biggest difficulties felt is due to the lack of space in the information that it generates. 6.272 6.050 Exterior, operations and stores VENDORS 2.582 Stores CUSTOMER SUPPORT Exterior and stores 520 FRANCHISE CUSTOMER SUPPORT Operations 1500 OPERATORS Central buildings and operation 1.694 BUSINESS SUPPORT / HR / 83 Stores STORE MANAGER / SUPERVISOR 100% INDUSTRIAL HARDWARE 33.241 23.721 9.520 71% INDUSTRIAL HARDWARE 29% IT HARDWARE Fixed PC Hand Scanner Tagging Device 3.684 Monitor3.671 3.566 3.489 Optical Reader3.444 Scale3.179 Card Reader2.476 Thermical Printer2.258 POS / PINPAD2.056 USB Interface1.345 Multifunction Printer557 UPS447 PDA438 Certification Printer738 Laser Printer549 5.423 677 4.746 12% INDUSTRIAL HARDWARE 88% IT HARDWARE CHARLES VENDOR Collaboration Management SecurityMobility Devices 1 2 1 2 0 0 2 3 3 4 Collaboration Management SecurityMobility Devices 2 2 0 1 0 0 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 3 Collaboration Mobility Devices 3 5 2 2 2 6:30 SGC The vendor finds the Management System unavailable. Resolu ção CSCCSC 9:10 He only can start the commercial activity later, after CSC availability. The delay is reflected in scheduled meetings with the customers. 8:40 He calls to the Customer Service Center from his personal mobile, without success. It only opens at 8:30 am. 6:40 ... The customer support finds the Management System unavailable. She only can get technical support at 9:00 am, when the CSC opens. She has to wait for 9:00 am, when the CSC opens to start to work. She calls to the Customer Service Center, from his personal mobile, without success. He calls the Customer Service Center, from his personal mobile, without success. The supervisor finds the Management System unavailable. Opticon GEO10 Personal Device Terminal 4.544 PDT Base1.428 300 70 The marketing collaborator finds the Management System unavailable. Management 2 2 Management 2 3 2 He calls the Customer Service Center, without success. It only opens at 8:30 am. He has to wait for the CSC support to begin to work. ??? ??? ??? ?????? AGUARDE ??? ??? TRY LATER 8:04 8:16 8:00 The operator finds the Management System unavailable. 6 work environments Which devices? Storytelling The business strategy What is the ideal model of service delivery? What connectivity model leverages the business? What enterprise mobility? What is the strategic know-how? How to control the adoption of strategic services? What are the evolution drivers? Maintain leadership How to optimize the management of IT park? What is the consolidation strategy? What licenses are redundant? What resources are in excess? Improve efficiency What are the contact points with the customer? What new digital services improve customer experience? How to ensure the security in the new digital services? How to ensure the compliance? Develop new products / services CGD 8 BOARD OF DIRECTIONS BUSINESS UNIT 1 BUSINESS UNIT 2 BUSINESS UNIT 3 COMMUNICATION & MKT OPERATIONS ADMINISTRATIVE & FINANCE HUMAN RESOURCES INFORMARTION SYSTEMS COSTUMER SERVICE CENTER ??? ??? BRANCH 1 BRANCH 2 9:04 9:16 Portable PC Optical Reader UPS 86 Personal Device Terminal 52 41 40 Scanner33 Ink Jet Printer30 Multifunction Printer26 Hand Scanner Monitor Tagging Scanner 1.187 Fixed PC1.037 927 443 Laser Printer413 Scale156 PDA109 4.617 1.915 2.702 41% INDUSTRIAL HARDWARE 59% IT HARDWARE Multifunction Printer Scale Optical Printer 63 UPS54 53 50 POS / PINPAD41 Thermical Printer 33 Fixed PC Laser Printer 560 Monitor550 127 Hand Scanner99 PDA93 Tagging Device66 1.868 401 1.467 21% INDUSTRIAL HARDWARE 79% IT HARDWARE 1 DISTRIBUTION 2 STORE + AGENTS 3 OPERATION 4 SUPERVISION 5 OFFICE 6 COMMERCIAL + MANAGE SUSANA SUPERVISOR AMY CUSTOMER SUPPORT OSCAR OPERATOR JAMES BACKOFFICE TOM BACKOFFICE, O AND STORES Often requires to communicate with operations during the commercial activity, however lacks the means to do it. Sometimes “gives a call” of his personal mobile to the spervisor. Dedicated to customer service support seeks to be updated about company’s offerings. When requires clarifications, during the service support, contacts the Customer Support Center. With some regularity debates with the delay in the start of the day’s work, particularly on Monday. Ensures operations in a work environment that sometimes is repetitive. Works by shifts in a Logistics Processing Center, which operates 24/7. Started as costumer support and today oversees the stores. Comprises the collaboration needs and knows that communicate with who is on the field is sometimes complicated, but essential. Uses CITRIX to access Office. Works in headquarters building and has no need to move beyond the floor of the Marketing department and meeting rooms. One of the biggest difficulties felt is due to the lack of space in the network to store the information that it generates. In constant contact with the professional matters, even outside laptop and VPN. Considers an asset to be able to access app iPad and Smartphone. It is concerned with information securit confidential data. 6.272 6.050 Exterior, operations and stores VENDORS 2.582 Stores CUSTOMER SUPPORT Exterior and stores 520 FRANCHISE CUSTOMER SUPPORT Operations 1500 OPERATORS Central buildings and operations 1.694 BUSINESS SUPPORT / HR / MKT Exterior, central buildings, operations and sto 443 COMMERCIAL / DIRECTION / MANAGE 83 Stores STORE MANAGER / SUPERVISOR 100% INDUSTRIAL HARDWARE 33.241 23.721 9.520 71% INDUSTRIAL HARDWARE 29% IT HARDWARE Fixed PC Hand Scanner Tagging Device 3.684 Monitor3.671 3.566 3.489 Optical Reader3.444 Scale3.179 Card Reader2.476 Thermical Printer2.258 POS / PINPAD2.056 USB Interface1.345 Multifunction Printer557 UPS447 PDA438 Certification Printer738 Laser Printer549 443 80 79 30 29 27 5.423 677 4.746 12% INDUSTRIAL HARDWARE 88% IT HARDWARE 688 100% IT HARDWARE CHARLES VENDOR Collaboration Management SecurityMobility Devices 1 2 1 2 0 0 2 3 3 4 Collaboration Management SecurityMobility Devices 2 2 0 1 0 0 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 3 Collaboration SecurityMobility Devices 3 5 3 4 4 2 2 2 Collaboration SecurityMobility Devices 3 5 3 5 2 5 3 5 Personal Device Terminal Multifunction Printer Pontógrafo 57 Scanner51 51 50 Ink Jet Printer47 Optical Reader31 Card Reader27 Thermal Printer26 Monitor Portable PC Hand Scanner 1.879 Fixed PC1.740 764 273 Tagging Device140 Laser Printer135 Scale83 6:30 SGC The vendor finds the Management System unavailable. Resolu ção CSCCSC 9:10 He only can start the commercial activity later, after CSC availability. The delay is reflected in scheduled meetings with the customers. 8:40 He calls to the Customer Service Center from his personal mobile, without success. It only opens at 8:30 am. 6:40 ... The customer support finds the Management System unavailable. She only can get technical support at 9:00 am, when the CSC opens. She has to wait for 9:00 am, when the CSC opens to start to work. She calls to the Customer Service Center, from his personal mobile, without success. He calls the Customer Service Center, from his personal mobile, without success. The supervisor finds the Management System unavailable. 8:00 SGC The manager finds the Management System unavailable. CSC He can only begin to delegate ta later, after the CSC availability. The delay is reflected in the company's production. He calls the Customer Service Center, from his personal mobile, without success. It only opens at 8:30 am. Opticon GEO10 Personal Device Terminal 4.544 PDT Base1.428 300 70 The marketing collaborator finds the Management System unavailable. Management 2 2 Management 2 3 Management 3 42 Mana 3 He calls the Customer Service Center, without success. It only opens at 8:30 am. He has to wait for the CSC support to begin to work. ??? ??? ??? ?????? AGUARDE ??? ??? 9:30 8:15 TRY LATER 8:04 8:16 8:00 The operator finds the Management System unavailable. ry? business? services? s? park? stomer? mer experience? gital services? COSTUMER SERVICE CENTER ??? ??? BRANCH 1 BRANCH 2 9:04 9:16 Portable PC Optical Reader UPS 86 Personal Device Terminal 52 41 40 Scanner33 Ink Jet Printer30 Multifunction Printer26 Hand Scanner Monitor Tagging Scanner 1.187 Fixed PC1.037 927 443 Laser Printer413 Scale156 PDA109 4.617 1.915 2.702 41% INDUSTRIAL HARDWARE 59% IT HARDWARE Multifunction Printer Scale Optical Printer 63 UPS54 53 50 POS / PINPAD41 Thermical Printer 33 Fixed PC Laser Printer 560 Monitor550 127 Hand Scanner99 PDA93 Tagging Device66 1.868 401 1.467 21% INDUSTRIAL HARDWARE 79% IT HARDWARE 1 DISTRIBUTION 2 STORE + AGENTS 3 OPERATION 4 SUPERVISION 5 OFFICE 6 COMMERCIAL SUSANA SUPERVISOR AMY CUSTOMER SUPPORT OSCAR OPERATOR JAMES BACKOFFICE Often requires to communicate with operations during the commercial activity, however lacks the means to do it. Sometimes “gives a call” of his personal mobile to the spervisor. Dedicated to customer service support seeks to be updated about company’s offerings. When requires clarifications, during the service support, contacts the Customer Support Center. With some regularity debates with the delay in the start of the day’s work, particularly on Monday. Ensures operations in a work environment that sometimes is repetitive. Works by shifts in a Logistics Processing Center, which operates 24/7. Started as costumer support and today oversees the stores. Comprises the collaboration needs and knows that communicate with who is on the field is sometimes complicated, but essential. Uses CITRIX to access Office. Works in headquarters building and has no need to move beyond the floor of the Marketing department and meeting rooms. One of the biggest difficulties felt is due to the lack of space in the network to store the information that it generates. In constant contact with the professio laptop and VPN. Considers an asset iPad and Smartphone. It is concerne confidential data. 6.272 6.050 Exterior, operations and stores VENDORS 2.582 Stores CUSTOMER SUPPORT Exterior and stores 520 FRANCHISE CUSTOMER SUPPORT Operations 1500 OPERATORS Central buildings and operations 1.694 BUSINESS SUPPORT / HR / MKT Exterior, central building 443 COMMERCIAL / DIRECT 83 Stores STORE MANAGER / SUPERVISOR 100% INDUSTRIAL HARDWARE 33.241 23.721 9.520 71% INDUSTRIAL HARDWARE 29% IT HARDWARE Fixed PC Hand Scanner Tagging Device 3.684 Monitor3.671 3.566 3.489 Optical Reader3.444 Scale3.179 Card Reader2.476 Thermical Printer2.258 POS / PINPAD2.056 USB Interface1.345 Multifunction Printer557 UPS447 PDA438 Certification Printer738 Laser Printer549 5.423 677 4.746 12% INDUSTRIAL HARDWARE 88% IT HARDWARE 688 100% IT HARDW CHARLES VENDOR Collaboration Management SecurityMobility Devices 1 2 1 2 0 0 2 3 3 4 Collaboration Management SecurityMobility Devices 2 2 0 1 0 0 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 3 Collaboration SecurityMobility Devices 3 5 3 4 4 2 2 2 Colla Mobility Devices 3 2 5 3 5 Personal Device Terminal Multifunction Printer Pontógrafo 57 Scanner51 51 50 Ink Jet Printer47 Optical Reader31 Card Reader27 Thermal Printer26 Monitor Portable PC Hand Scanner 1.879 Fixed PC1.740 764 273 Tagging Device140 Laser Printer135 Scale83 6:30 SGC The vendor finds the Management System unavailable. Resolu ção CSCCSC 9:10 He only can start the commercial activity later, after CSC availability. The delay is reflected in scheduled meetings with the customers. 8:40 He calls to the Customer Service Center from his personal mobile, without success. It only opens at 8:30 am. 6:40 ... The customer support finds the Management System unavailable. She only can get technical support at 9:00 am, when the CSC opens. She has to wait for 9:00 am, when the CSC opens to start to work. She calls to the Customer Service Center, from his personal mobile, without success. He calls the Customer Service Center, from his personal mobile, without success. The supervisor finds the Management System unavailable. 8:00 SGC The manager finds the Management System unavailable. CSC He calls the Customer Service Center, from his personal mobile, without success It only opens at 8:30 am. Opticon GEO10 Personal Device Terminal 4.544 PDT Base1.428 300 70 The marketing collaborator finds the Management System unavailable. Management 2 2 Management 2 3 Management 3 42 He calls the Customer Service Center, without success. It only opens at 8:30 am. He has to wait for the CSC support to begin to work. ??? ??? ??? ?????? AGUARDE ??? ??? 8:15 TRY LATER 8:04 8:16 8:00 The operator finds the Management System unavailable. s model of service delivery? y model leverages the business? mobility? egic know-how? e adoption of strategic services? tion drivers? the management of IT park? olidation strategy? e redundant? re in excess? tact points with the customer? services improve customer experience? e security in the new digital services? e compliance?
SCRIPTS FOR INTERVIEWS SURVEYS FIELD VISITS SCRIPTS FOR INTERVIEWS WITH BUSINESS AREAS FOR INFORMATION ANALYSIS IN A STRUCTURED AND AGILE WAY SURVEYS SENT TO A UNIVERSE OF EMPLOYEES TO IDENTIFY CURRENT USE OF INFRASTRUCTURE AND THEIR NEEDS AND PROBLEMS VISITS TO INSTALATIONS REPRESENTATIVE OF THE EXISTING DIVERSITY, TO OBSERVE ON-SITE THE END-USERS CURRENT NEEDS AND PROBLEMS BUSINESS ASSESSMENT BUSINESS ASSESSMENT TOOLS
Portable PC Optical Reader UPS 86 Personal Device Terminal 52 41 40 Scanner33 Ink Jet Printer30 Multifunction Printer26 Hand Scanner Monitor Tagging Scanner 1.187 Fixed PC1.037 927 443 Laser Printer413 Scale156 PDA109 4.617 1.915 2.702 41% INDUSTRIAL HARDWARE 59% IT HARDWARE Multifunction Printer Scale Optical Printer 63 UPS54 53 50 POS / PINPAD41 Thermical Printer 33 Fixed PC Laser Printer 560 Monitor550 127 Hand Scanner99 PDA93 Tagging Device66 1.868 401 1.467 21% INDUSTRIAL HARDWARE 79% IT HARDWARE 3 OPERATION 4 SUPERVISION 5 OFFICE 6 COMMERCIAL + MANAGEMENT SUSANA SUPERVISOR OSCAR OPERATOR JAMES BACKOFFICE TOM BACKOFFICE, OPERATIONS AND STORES Ensures operations in a work environment that sometimes is repetitive. Works by shifts in a Logistics Processing Center, which operates 24/7. Started as costumer support and today oversees the stores. Comprises the collaboration needs and knows that communicate with who is on the field is sometimes complicated, but essential. Uses CITRIX to access Office. Works in headquarters building and has no need to move beyond the floor of the Marketing department and meeting rooms. One of the biggest difficulties felt is due to the lack of space in the network to store the information that it generates. In constant contact with the professional matters, even outside the typical job site, uses his laptop and VPN. Considers an asset to be able to access applications and information through iPad and Smartphone. It is concerned with information security and the potential loss of confidential data. Operations 1500 OPERATORS Central buildings and operations 1.694 BUSINESS SUPPORT / HR / MKT Exterior, central buildings, operations and stores 443 COMMERCIAL / DIRECTION / MANAGEMENT 83 Stores STORE MANAGER / SUPERVISOR Portable PC Laser Printer 443 Monitor80 79 Scanner Ink Jet Printers 30 Multifunction Printer 29 27 5.423 677 4.746 12% INDUSTRIAL HARDWARE 88% IT HARDWARE 688 100% IT HARDWARE Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 3 Collaboration SecurityMobility Devices 3 5 3 4 4 2 2 2 Collaboration SecurityMobility Devices 3 5 3 5 2 5 3 5 Personal Device Terminal Multifunction Printer Pontógrafo 57 Scanner51 51 50 Ink Jet Printer47 Optical Reader31 Card Reader27 Thermal Printer26 Monitor Portable PC Hand Scanner 1.879 Fixed PC1.740 764 273 Tagging Device140 Laser Printer135 Scale83 She has to wait for 9:00 am, when the CSC opens to start to work. He calls the Customer Service Center, from his personal mobile, without success. The supervisor finds the Management System unavailable. 8:00 SGC The manager finds the Management System unavailable. CSC He can only begin to delegate tasks later, after the CSC availability. The delay is reflected in the company's production. He calls the Customer Service Center, from his personal mobile, without success. It only opens at 8:30 am. The marketing collaborator finds the Management System unavailable. Management 2 2 Management 2 3 Management 3 42 Management 3 4 He calls the Customer Service Center, without success. It only opens at 8:30 am. He has to wait for the CSC support to begin to work. ??? ??? ??? ?????? AGUARDE ??? ??? 9:30 8:158:04 8:16 8:00 The operator finds the Management System unavailable. AMY CUSTOMER SUPPORT 38 years Dedicated to customer service support seeks to be updated about company’s offerings. When requires clarifications, during the service support, contacts the Customer Support Center. With some regularity debates with the delay in the start of the day’s work, particularly on Monday. How many they are: 2200 Who they represent: CUSTOMER SUPPORT / FRANCHISE CUSTOMER SUPPORT Where they are:: Stores and Exterior Key features of the current situation Collaboration BASIC Collaboration, INSIDE the network Management Without management capacity Security BASIC Control, INSIDE the network Mobility SIMPLE Mobility, INSIDE the network Devices Uses SEVERAL devices, INSIDE the network USER TYPES, THE USED DEVICES, NEEDS, PROBLEMS EXPERIENCED AND DESIRES FOR THE FUTURE REPRESENTATIVE FIELD DATA OF END-USERS DELIVERABLES RESULTS PERSONAS BUSINESS ASSESSMENT INFOGRAPHIC BUSINESS ASSESSMENT REPORT 01 02 03 01 02 03 Por último, foi também pedido aos presentes no workshop para preencher um inquérito em papel (Anexo A.14) para partilharem o seu entendimento da situação atual de cada uma das Personas em 5 dimensões (Colaboração, Gestão, Segurança, Mobilidade e Dispositivos) assim como a sua visão sobre as necessidades de futuro, nestas mesmas dimensões, de forma a identificar Iniciativas de transformação adicionais e corroborar algumas das conclusões do terreno. As dimensões de análise, comuns a todas as personas, encontram-se listadas na tabela seguinte e não pretendem representar uma escala de crescendo de funcionalidades mas sim uma forma simples de cruzar dois grandes eixos de abstração tecnológica:  Se os requisitos identificados numa determinada dimensão são BÁSICOS ou AVANÇADOS;  E se esses requisitos existem unicamente DENTRO ou FORA da rede CTT. Tabela 21 – Dimensões de análise das Personas NÍVEL COLABORAÇÃO GESTÃO SEGURANÇA MOBILIDADE DISPOSITIVOS 0 Não aplicável Não aplicável Não aplicável Não aplicável Não aplicável 1 Sem acesso Sem capacidade de gestão Sem controlo Sem apoio Sem acesso 2 Colaboração BÁSICA, DENTRO da rede Gestão PARCIAL dos dispositivos, DENTRO da rede Controlo BÁSICO, DENTRO da rede Mobilidade SIMPLES, DENTRO da rede Utiliza UM dispositivo, DENTRO da rede 3 Colaboração BÁSICA, FORA da rede Gestão PARCIAL dos dispositivos, FORA da rede Controlo BÁSICO, FORA da rede Mobilidade SIMPLES, FORA da rede Utiliza UM dispositivo, FORA da rede 4 Colaboração AVANÇADA, DENTRO da rede Gestão TOTAL dos dispositivos, DENTRO da rede Controlo AVANÇADO, DENTRO da rede Mobilidade AVANÇADA, DENTRO da rede Utiliza VÁRIOS dispositivos, DENTRO da rede 5 Colaboração AVANÇADA, FORA da rede Gestão TOTAL dos dispositivos, FORA da rede Controlo AVANÇADO, FORA da rede Mobilidade AVANÇADA, FORA da rede Utiliza VÁRIOS dispositivos, FORA da rede O Poster final das Personas e os diagramas em “aranha” aqui apresentados em seguida resultam já da consolidação da informação recolhidas nestes 3 workshops. O resumo de cada workshop pode ser visualizado nos Anexos A.16, A.17 e A.18. Contudo, é importante reforçar que nem todos os requisitos identificados podem, forçosamente, originar uma iniciativa integrada neste Plano de Transformação Em seguida, apresentamos a nossa visão das Personas CTT, resultantes de todo o trabalho de levantamento e consolidação aqui descrito. BUSINESS ASSESSMENT BUSINESS ASSESSMENT DELIVERABLES
TECHNICAL ASSESSMENT EVOLUTION STRATEGY TRANSFORMATION PLAN BUSINESS ASSESSMENT
EVOLUTION STRATEGY EVOLUTION STRATEGY INFOGRAPHIC Stores Operating and management lower costs 1. Unique structure of service delivery / 2. Fewer resources to manage a data center (~1:100) / 3. Unique system of backup, communications and cooling Ability to predict the impact of a new application / service (Predictability) 1. Predictive risk analysis / 2. Advanced model for scenarios construction / 3. Logs analysis in real time and root cause analisys End to End monitoring of the whole platform (visibility) 1. Predictive consumptions analysis / 2. Detailed and customizable reports Management Control 1. Detailed analysis of hardware wear / 2. Possibility of chargeback / 3. Management of service level Management of services delivered to business (agility) 1. IT services catalog / 2. Consumption model (chargeback / showback) / 3. Definition of models and price model of relationship with stakeholders Public Public Network Switching Storage Webserver Database server Computing Disc Tape Backup Array Storage PHYSICAL 30% VIRTUAL 70% Single vendor Single vendor Dual vendor Dual vendor Approximatereduction inrackspaceoccupation Consolidation Private Private Private Private 85% COMMUNICATIONSMETHODOLOGY SYSTEMS 2018 - HYBRID CLOUD Public Cloud Private Cloud Private Cloud Private Cloud MAIN SITE Monitoring and Reporting Analyzes predictive Charge Back Security / High availability Processes automation SITE DISASTER RECOVERY Tiers PRODUTION QUALITY DEVELOPMENT DISASTER RECOVER BACKUP Standard environments Noncritical applications 70% Application Architecture Backup to disk Backup window reduction up to 80% Monthly Backup toTape (for long term retention) Critical Applications 30% SECURITY Self-service Fleet Stations Store Store + Other Data center Headquarters Center + Store Operation Center O perations Clients Messaging VideoMobile voice Fixed voice Internal DEFINE Pattern analysis Goals Definition BUILDINGS Mobile Collaborator Messaging Videoconference Fixed Voice PARTNERS External Messaging Videoconference STORES AND CENTERS CLIENTS Messaging Mobile Voice Mobile Collaborator Messaging Videoconference Fixed Voice People Interaction Networking Workshops Instrumentation Interviews Interviews with business leaders Functional Observation Surveys 150 15 15 Documentation 2 2 AS IS CUSTOMER JOURNEY CO-CREATION 15 Strategy Workshops with stakeholders Business Relevance Centers Remote Access Partners Institutional Sites Firewall VPN VPN Proxy 5 Public Public 15%New business 15%New business 15%New business 15%New business Marketing Clients VPN 3:00 VPN Collaborators VPN Main Site Headquarters Collaborators Partners Workshops with other relevant staff 2 Consistency in the integrated channel experience A Culture, the same experience Fax Web Smartphones Tablets E-mail Instant Messaging Wireless Collaborators Transport Firewall VPN VPN Collaborators VPN Internet Self-service Tablet Smartphone Customer Service Center Visibility Control Agility Target audience: Management Target audience: IT Operations Target audience: Business Target audience: Management Collaboration Robust coexistence between digital and physical Centers Supporting digital offer on physical business Stores Videoconference Increase operations resilience and availability levels Infrastructure prepared for predictable growth bandwidth consumption Closer to the customer Data center with different services treatment Greater application control through the delivery chain COLLABORATION NEW OMNICHANNEL MODEL WITH INTEGRATION AND UNIFICATION OF VIDEO AND MESSAGING SERVICES INFORMATION SECURITY ISOLATION IN THE SYSTEMS ACCESS AREAS TO AVOID CONTAGION TO BUSINESS PROCESSES COMMUNICATIONS ALLOCATION OF MORE RESOURCES IN A SHORTER TIME TO CRITICAL AREAS TO MEET BUSINESS NEEDS DATA CENTER DIGITAL WORKPLACE SOFTWARE INCORPORATION IN DATA CENTER CONTROL THAT ALLOWS HIGH-SPEED ACCESS TO THE SERVICE AND OPERATING COST REDUCTION CHARACTERIZED BY A FULL MANAGEMENT OF ALL DEVICES THAT ACCESS TO CORPORATE RESOURCES, WHETHER THEY ARE ON THE INTERNAL NETWORK OR ON THE EXTERNAL NETWORK, PROPERTY OF COMPANY OR ITS EMPLOYEES Operating and management lower costs 1. Unique structure of service delivery / 2. Fewer resources to manage a data center (~1:100) / 3. Unique system of backup, communications and cooling Ability to predict the impact of a new application / service (Predictability) 1. Predictive risk analysis / 2. Advanced model for scenarios construction / 3. Logs analysis in real time and root cause analisys End to End monitoring of the whole platform (visibility) 1. Predictive consumptions analysis / 2. Detailed and customizable reports Management Control 1. Detailed analysis of hardware wear / 2. Possibility of chargeback / 3. Management of service level Management of services delivered to business (agility) 1. IT services catalog / 2. Consumption model (chargeback / showback) / 3. Definition of models and price model of relationship with stakeholders Public Public Network Switching Storage Webserver Database server Computing Disc Tape Backup Array Storage PHYSICAL 30% VIRTUAL 70% Single vendor Single vendor Dual vendor Dual vendor Approximatereduction inrackspaceoccupation Consolidation Private Private Private Private 85% COMMUNICATIONS SYSTEMS 2018 - HYBRID CLOUD Public Cloud Private Cloud Private Cloud Private Cloud MAIN SITE Monitoring and Reporting Analyzes predictive Charge Back Security / High availability Processes automation SITE DISASTER RECOVERY Tiers PRODUTION QUALITY DEVELOPMENT DISASTER RECOVER BACKUP Standard environments Noncritical applications 70% Application Architecture Backup to disk Backup window reduction up to 80% Monthly Backup toTape (for long term retention) Critical Applications 30% SECURITY Self-service Fleet Stations Store Store + Other Data center Headquarters Center + Store Operation Center O perations Clients Messaging VideoMobile voice Fixed voice Internal alysis nition BUILDINGS Mobile Collaborator Messaging Videoconference Fixed Voice PARTNERS External Messaging Videoconference STORES AND CENTERS CLIENTS Messaging Mobile Voice Mobile Collaborator Messaging Videoconference Fixed Voice People Interaction Networking on th business leaders Observation 150 15 15 n 2 2 15 ith stakeholders evance Centers Institutional Sites Firewall VPN 5 Public Public 15%New business 15%New business 15%New business 15%New business Marketing 3:00 Partners ith other relevant staff 2 Consistency in the integrated channel experience A Culture, the same experience Fax Web Smartphones Tablets E-mail Instant Messaging Wireless Collaborators Transpo Firewall VPN Collaborators VPN Self-service Tablet Smartphone Customer Service Center Visibility Control Agility ement rations ss ement Collaboration Robust coexistence between digital and physical Centers Supporting digital offer on physical business Stores Videoconference Increase operations resilience and availability levels Infrastructure prepared for predictable growth bandwidth consumption Closer to the customer Data center with different services treatment Greater application control through the delivery chain Operating and management lower costs 1. Unique structure of service delivery / 2. Fewer resources to manage a data center (~1:100) / 3. Unique system of backup, communications and cooling Ability to predict the impact of a new application / service (Predictability) 1. Predictive risk analysis / 2. Advanced model for scenarios construction / 3. Logs analysis in real time and root cause analisys End to End monitoring of the whole platform (visibility) 1. Predictive consumptions analysis / 2. Detailed and customizable reports Management Control 1. Detailed analysis of hardware wear / 2. Possibility of chargeback / 3. Management of service level Management of services delivered to business (agility) 1. IT services catalog / 2. Consumption model (chargeback / showback) / 3. Definition of models and price model of relationship with stakeholders Public Public Network Switching Storage Webserver Database server Computing Disc Tape Backup Array Storage PHYSICAL 30% VIRTUAL 70% Single vendor Single vendor Dual vendor Dual vendor Approximatereduction inrackspaceoccupation Consolidation Private Private Private Private 85% COMMUNICATIONSODOLOGY SYSTEMS 2018 - HYBRID CLOUD Public Cloud Private Cloud Private Cloud Private Cloud MAIN SITE Monitoring and Reporting Analyzes predictive Charge Back Security / High availability Processes automation SITE DISASTER RECOVERY Tiers PRODUTION QUALITY DEVELOPMENT DISASTER RECOVER BACKUP Standard environments Noncritical applications 70% Application Architecture Backup to disk Backup window reduction up to 80% Monthly Backup toTape (for long term retention) Critical Applications 30% S Self-service Fleet Stations Store Store + Other Data center Headquarters Center + Store Operation Center O perations Clients Messaging VideoMobile voice Fixed voice Internal NE Pattern analysis Goals Definition BUILDINGS Mobile Collaborator Messaging Videoconference Fixed Voice PARTNERS External Messaging Videoconference STORES AND CENTERS CLIENTS Messaging Mobile Voice Mobile Collaborator Messaging Videoconference Fixed Voice People Interaction Networking Workshops Instrumentation Interviews Interviews with business leaders Functional Observation Surveys 150 15 15 Documentation 2 2 IS OMER JOURNEY O-CREATION 15 Strategy Workshops with stakeholders Business Relevance Cente 5 Public Public 15%New business 15%New business 15%New business 15%New business Marketing 3:00 Workshops with other relevant staff 2 Consistency in the integrated channel experience A Culture, the same experience Fax Web Smartphones Tablets E-mail Instant Messaging Wireless Self-service Tablet Smartphone Customer Service Center Visibility Control Agility Target audience: Management Target audience: IT Operations Target audience: Business Target audience: Management Collaboration Robust coexistence between digital and physical Centers Supporting digital offer on physical business Stores Videoconference Increase operations resilience and availability levels Infrastructure prepared for predictable growth bandwidth consumption Closer to the customer Data center with different services treatment Greater application control through the delivery chain Stores Operating and management lower costs 1. Unique structure of service delivery / 2. Fewer resources to manage a data center (~1:100) / 3. Unique system of backup, communications and cooling Ability to predict the impact of a new application / service (Predictability) 1. Predictive risk analysis / 2. Advanced model for scenarios construction / 3. Logs analysis in real time and root cause analisys End to End monitoring of the whole platform (visibility) 1. Predictive consumptions analysis / 2. Detailed and customizable reports Management Control 1. Detailed analysis of hardware wear / 2. Possibility of chargeback / 3. Management of service level Management of services delivered to business (agility) 1. IT services catalog / 2. Consumption model (chargeback / showback) / 3. Definition of models and price model of relationship with stakeholders Public Public Network Switching Storage Webserver Database server Computing Disc Tape Backup Array Storage PHYSICAL 30% VIRTUAL 70% Single vendor Single vendor Dual vendor Dual vendor Approximatereduction inrackspaceoccupation Consolidation Private Private Private Private 85% SYSTEMS 2018 - HYBRID CLOUD Public Cloud Private Cloud Private Cloud Private Cloud MAIN SITE Monitoring and Reporting Analyzes predictive Charge Back Security / High availability Processes automation SITE DISASTER RECOVERY Tiers PRODUTION QUALITY DEVELOPMENT DISASTER RECOVER BACKUP Standard environments Noncritical applications 70% Application Architecture Backup to disk Backup window reduction up to 80% Monthly Backup toTape (for long term retention) Critical Applications 30% SECURITY O perations Messaging VideoMobile voice Fixed voice eoconference PARTNERS External Messaging Videoconference NTERS CLIENTS Messaging Mobile Voice deoconference Centers Remote Access Partners Institutional Sites Firewall VPN VPN Proxy Public Public 15%New business 15%New business 15%New business 15%New business Marketing Clients VPN 3:00 VPN Collaborators VPN Main Site Headquarters Collaborators Partners Fax Web Smartphones Tablets E-mail Instant Messaging Wireless Collaborators Transport Firewall VPN VPN Collaborators VPN Internet Self-service Tablet Smartphone Customer Service Center Visibility Control Agility Robust coexistence between digital and physical Centers Supporting digital offer on physical business Stores Videoconference lability pared for wth bandwidth ustomer th different services ication control through the in Operating and management lower costs 1. Unique structure of service delivery / 2. Fewer resources to manage a data center (~1:100) / 3. Unique system of backup, communications and cooling Ability to predict the impact of a new application / service (Predictability) 1. Predictive risk analysis / 2. Advanced model for scenarios construction / 3. Logs analysis in real time and root cause analisys End to End monitoring of the whole platform (visibility) 1. Predictive consumptions analysis / 2. Detailed and customizable reports Management Control 1. Detailed analysis of hardware wear / 2. Possibility of chargeback / 3. Management of service level Management of services delivered to business (agility) 1. IT services catalog / 2. Consumption model (chargeback / showback) / 3. Definition of models and price model of relationship with stakeholders Public Public Network Switching Storage Webserver Database server Computing Disc Tape Backup Array Storage PHYSICAL 30% VIRTUAL 70% Single vendor Single vendor Dual vendor Dual vendor Approximatereduction inrackspaceoccupation Consolidation Private Private Private Private 85% COMMUNICATIONS SYSTEMS 2018 - HYBRID CLOUD Public Cloud Private Cloud Private Cloud Private Cloud MAIN SITE Monitoring and Reporting Analyzes predictive Charge Back Security / High availability Processes automation SITE DISASTER RECOVERY Tiers PRODUTION QUALITY DEVELOPMENT DISASTER RECOVER BACKUP Standard environments Noncritical applications 70% Application Architecture Backup to disk Backup window reduction up to 80% Monthly Backup toTape (for long term retention) Critical Applications 30% SECURITY Self-service Fleet Stations Store Store + Other Data center Headquarters Center + Store Operation Center O perations Clients Messaging VideoMobile voice Fixed voice Internal BUILDINGS Mobile Collaborator Messaging Videoconference Fixed Voice PARTNERS External Messaging Videoconference STORES AND CENTERS CLIENTS Messaging Mobile Voice Mobile Collaborator Messaging Videoconference Fixed Voice People Interaction Networking Centers Institutional Sites Firewall VPN Public Public 15%New business 15%New business 15%New business 15%New business Marketing 3:00 Main Site Headquarter Partners Consistency in the integrated channel experience A Culture, the same experience Fax Web Smartphones Tablets E-mail Instant Messaging Wireless Collaborators Transport Firewall VPN Collaborators VPN Self-service Tablet Smartphone Customer Service Center Visibility Control Agility Collaboration Robust coexistence between digital and physical Centers Supporting digital offer on physical business Stores Videoconference Increase operations resilience and availability levels Infrastructure prepared for predictable growth bandwidth consumption Closer to the customer Data center with different services treatment Greater application control through the delivery chain Operating and management lower costs 1. Unique structure of service delivery / 2. Fewer resources to manage a data center (~1:100) / 3. Unique system of backup, communications and cooling Ability to predict the impact of a new application / service (Predictability) 1. Predictive risk analysis / 2. Advanced model for scenarios construction / 3. Logs analysis in real time and root cause analisys End to End monitoring of the whole platform (visibility) 1. Predictive consumptions analysis / 2. Detailed and customizable reports Management Control 1. Detailed analysis of hardware wear / 2. Possibility of chargeback / 3. Management of service level Management of services delivered to business (agility) 1. IT services catalog / 2. Consumption model (chargeback / showback) / 3. Definition of models and price model of relationship with stakeholders Public Public Network Switching Storage Webserver Database server Computing Disc Tape Backup Array Storage PHYSICAL 30% VIRTUAL 70% Single vendor Single vendor Dual vendor Dual vendor Approximatereduction inrackspaceoccupation Consolidation Private Private Private Private 85% COMMUNICATIONS SYSTEMS 2018 - HYBRID CLOUD Public Cloud Private Cloud Private Cloud Private Cloud MAIN SITE Monitoring and Reporting Analyzes predictive Charge Back Security / High availability Processes automation SITE DISASTER RECOVERY Tiers PRODUTION QUALITY DEVELOPMENT DISASTER RECOVER BACKUP Standard environments Noncritical applications 70% Application Architecture Backup to disk Backup window reduction up to 80% Monthly Backup toTape (for long term retention) Critical Applications 30% SECURITY Self-service Fleet Stations Store Store + Other Data center Headquarters Center + Store Operation Center O perations Clients Messaging VideoMobile voice Fixed voice Internal n analysis Definition BUILDINGS Mobile Collaborator Messaging Videoconference Fixed Voice PARTNERS External Messaging Videoconference STORES AND CENTERS CLIENTS Messaging Mobile Voice Mobile Collaborator Messaging Videoconference Fixed Voice People Interaction Networking ps entation ws ews with business leaders onal Observation s 150 15 15 ntation 2 2 15 gy ops with stakeholders s Relevance Centers Institutional Sites Firewall VPN 5 Public Public 15%New business 15%New business 15%New business 15%New business Marketing 3:00 Pa ops with other relevant staff 2 Consistency in the integrated channel experience A Culture, the same experience Fax Web Smartphones Tablets E-mail Instant Messaging Wireless Collaborators Fire VPN Collaborators VPN Self-service Tablet Smartphone Customer Service Center Visibility Control Agility Management T Operations Business Management Collaboration Robust coexistence between digital and physical Centers Supporting digital offer on physical business Stores Videoconference Increase operations resilience and availability levels Infrastructure prepared for predictable growth bandwidth consumption Closer to the customer Data center with different services treatment Greater application control through the delivery chain
EVOLUTION STRATEGY EVOLUTION STRATEGY DELIVERABLES Stores Operating and management lower costs 1. Unique structure of service delivery / 2. Fewer resources to manage a data center (~1:100) / 3. Unique system of backup, communications and cooling Ability to predict the impact of a new application / service (Predictability) 1. Predictive risk analysis / 2. Advanced model for scenarios construction / 3. Logs analysis in real time and root cause analisys End to End monitoring of the whole platform (visibility) 1. Predictive consumptions analysis / 2. Detailed and customizable reports Management Control 1. Detailed analysis of hardware wear / 2. Possibility of chargeback / 3. Management of service level Management of services delivered to business (agility) 1. IT services catalog / 2. Consumption model (chargeback / showback) / 3. Definition of models and price model of relationship with stakeholders Public Public Network Switching Storage Webserver Database server Computing Disc Tape Backup Array Storage PHYSICAL 30% VIRTUAL 70% Single vendor Single vendor Dual vendor Dual vendor Approximatereduction inrackspaceoccupation Consolidation Private Private Private Private 85% COMMUNICATIONSOGY SYSTEMS 2018 - HYBRID CLOUD Public Cloud Private Cloud Private Cloud Private Cloud MAIN SITE Monitoring and Reporting Analyzes predictive Charge Back Security / High availability Processes automation SITE DISASTER RECOVERY Tiers PRODUTION QUALITY DEVELOPMENT DISASTER RECOVER BACKUP Standard environments Noncritical applications 70% Application Architecture Backup to disk Backup window reduction up to 80% Monthly Backup toTape (for long term retention) Critical Applications 30% SECURITY Self-service Fleet Stations Store Store + Other Data center Headquarters Center + Store Operation Center O perations Clients Messaging VideoMobile voice Fixed voice Internal Pattern analysis Goals Definition BUILDINGS Mobile Collaborator Messaging Videoconference Fixed Voice PARTNERS External Messaging Videoconference STORES AND CENTERS CLIENTS Messaging Mobile Voice Mobile Collaborator Messaging Videoconference Fixed Voice People Interaction Networking Workshops Instrumentation Interviews Interviews with business leaders Functional Observation Surveys 150 15 15 Documentation 2 2 JOURNEY ATION 15 Strategy Workshops with stakeholders Business Relevance Centers Remote Access Partners Institutional Sites Firewall VPN VPN Proxy 5 Public Public 15%New business 15%New business 15%New business 15%New business Marketing Clients VPN 3:00 VPN Collaborators VPN Main Site Headquarters Collaborators Partners Workshops with other relevant staff 2 Consistency in the integrated channel experience A Culture, the same experience Fax Web Smartphones Tablets E-mail Instant Messaging Wireless Collaborators Transport Firewall VPN VPN Collaborators VPN Internet Self-service Tablet Smartphone Customer Service Center Visibility Control Agility Target audience: Management Target audience: IT Operations Target audience: Business Target audience: Management Collaboration Robust coexistence between digital and physical Centers Supporting digital offer on physical business Stores Videoconference Increase operations resilience and availability levels Infrastructure prepared for predictable growth bandwidth consumption Closer to the customer Data center with different services treatment Greater application control through the delivery chain TECHNICAL ARCHITECTURE DEFINED BENCHMARKING WITH A REFERENCE MODEL DELIVERABLES EVOLUTION STRATEGY INFOGRAPHIC EVOLUTION STRATEGY REPORT WITH FUTURE TECHNICAL ARCHITECTURE INFORMATION SECURITY DIGITAL WORKPLACE COLLABORATION DATA CENTER COMMUNICATION 0101 01 02 2.1 2.2 RESULTS 2.1 2.5 2.2 2.3 2.4 2.3 2.4 2.5
TECHNICAL ASSESSMENT EVOLUTION STRATEGY TRANSFORMATION PLAN BUSINESS ASSESSMENT
Map based on 4 transformation CYCLES What is the evolution? A journey of transformation in four times What is the duration? Main motivations and focus given to each cycle of transformation. Costs Reduction Business Compliance Business Growth Business Continuity Data center Digital Workplace Communications Information Security B E N E F I T S P I L L A R S Ok! Fax Data protection Data center upgrade Web Smartphones Tablets E-mail Instant Messaging Information Display 5645 7232 3012 Nº 965 1523 318 7 54 18 99% 96% 95% 92% City 924 260 28 0 0 Connecting People 5645 7232 Security Business Growth 8 Costs Reduction 11 Business Compliance 5 Business Continuity 1 44% 32% 20% 4% M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 YEAR 1 YEAR 2 YEAR 3 2 CYCLEnd 1 CYCLEst 3 CYCLErd 4 CYCLEth 1 CYCLE BUILDING PLATFORMst 2 CYCLE SECURING INDUSTRIAL ENVIRONMENTnd 3 CYCLE ENABLING DATA NETWORKrd 4 CYCLE CONNECTING PEOPLE AND DEVICESth M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 YEAR 4 TRANSFORMATION PLAN TRANSFORMATION PLAN INFOGRAPHIC INITIATIVES DESCRIPTION BY NATURE TRANSFORMATION ROADMAP TRANSFORMATION CYCLE DISTRIBUTION OF BUSINESS DECISION CRITERIA OF INVESTMENTS PRIORITIZATION AND SCHEDULING OF INITIATIVES BY TRANSFORMATION CYCLE CONCEPTUAL VISION OF EACH TRANSFORMATION CYCLE based transformation LES s the evolution? urney ansformation ur times s the duration? otivations and focus given cycle of transformation. sts Reduction siness Compliance siness Growth siness Continuity Data center Digital Workplace Communications Information Security P I L L A R S Ok! Fax Data protection Data center upgrade Web Smartphones Tablets E-mail Instant Messaging Security Business Growth 8 Costs Reduction 11 Business Compliance 5 Business Continuity 1 44% 32% 20% 4% M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 YEAR 1 YEAR 2 YEAR 3 2 CYCLEnd 1 CYCLEst 3 CYCLErd 1 CYCLE BUILDING PLATFORMst 2 CYCLE SECURING INDUSTRIAL ENVIRONMENTnd 3 CYCLE ENABLING DATA NETWORKrd 4th M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 M Ok! Fax Web Smartphones Tablets E-mail Instant Messaging Information 5645 7232 3012 Nº 99% 96% 95% 92% City Connecting People 5645 7232 Security 8 s ty 1 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 YEAR 1 YEAR 2 YEAR 3 2 CYCLEnd 1 CYCLEst 3 CYCLErd 4 Cth 2 CYCLE SECURING INDUSTRIAL ENVIRONMENTnd 3 CYCLE ENABLING DATA NETWORKrd 4 CYCLE CONNECTING PEOth M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M Ok! Fax Web Smartphones Tablets E-mail Instant Messaging Information Display 5645 7232 3012 Nº 965 1523 318 7 54 18 99% 96% 95% 92% City 924 260 28 0 0 Connecting People 5645 7232 Security M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 YEAR 1 YEAR 2 YEAR 3 2 CYCLEnd 1 CYCLEst 3 CYCLErd 4 CYCLEth CYCLE SECURING INDUSTRIAL ENVIRONMENT 3 CYCLE ENABLING DATA NETWORKrd 4 CYCLE CONNECTING PEOPLE AND DEVICESth M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 YEAR 4 “44% OF THE ES TIMATED INVESTMENT IN IT OPERATING COSTS REDUCTION” “4 YEARS TO INVESTMENT RECOVERY BY CUTTING IN THE CURRENT EXPENSE WITH MODERNIZATION AND FASTER ACCESS TO IT SERVICES”
TRANSFORMATION PLAN TRANSFORMATION PLAN DELIVERABLES Programa de renovação e expansão das infraestruturas de TININGFUL IT Plano de transformação Calendário de execução M2M1 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 ANO 1 ANO 2 ANO 3 PRJ.PEI.03 - CONSTRUÇÃO DE PLATAFORMA DE VIRTUALIZAÇÃO X86 INI.SDC.006 - PLATAFORMA DE VIRTUALIZAÇÃO X86: Normalização solução existente; INI.SDC.007 - Aplicações críticas; INI.SDC.008 - Aplicações não críticas; INI.SDC.029 - Renovação de servidores físicos PRJ.PEI.04 - GESTÃO DE ATIVOS TI INI.SDC.019 - CMDB and Asset Management PRJ.PEI.05 - MONITORIZAÇÃO DE DADOS PARA SUPORTE À DECISÃO INI.SDC.014 - Monitorização da Infraestrutura Datacenter (6); INI.SDC.015 - Gestão dos serviços prestados ao Negócio (3); INI.SEG.003 - MODELO QUALITATIVO DE GESTÃO AVALIAÇÃO E MITIGAÇÃO DE RISCOS DE SEGURANÇA; INI.SRD.008 - Enpowerment IT (3); INI.PCO.004 - Portal de Gestão e Operação (3) PRJ.PEI.06 - DEFINIÇÃO DE UM CATÁLOGO DE BENS E SERVIÇOS DE TI INI.SDC.017 - Catálogo de Procurement PRJ.PEI.07 - CONSOLIDAÇÃO DE STORAGE INI.SDC.005 - Renovação SAN Switching do site Imopolis PRJ.PEI.07 - CONSOLIDAÇÃO DE STORAGE INI.SDC.027 - Atualização storage site NorteShopping (3); INI.SDC.028 - Avaliar Migrações Unix para x86 (3) PRJ.PEI.08 - REVISÃO DE POLITICA DE PROTEÇÃO DE DADOS INI.SDC.013 - Solução Convergente PRJ.PEI.08 - REVISÃO DE POLITICA DE PROTEÇÃO DE DADOS INI.SDC.012 - Redefinição de políticas de backup PRJ.PEI.09 - NORMALIZAÇÃO DOS AMBIENTES APLICACIONAIS INI.SDC.001 - Normalização dos hostnames (1); INI.SDC.002 - Normalização dos ambientes aplicacionais (3) PRJ.PEI.10 - SOLUÇÃO DE CONTINUIDADE DE NEGÓCIO INI.SDC.020 - Site Disaster Recovery: Definição da Estratégia (3); PRJ.PEI.10 - SOLUÇÃO DE CONTINUIDADE DE NEGÓCIO INI.SDC.021 - Arquitectura x86 para recuperação de desastre PRJ.PEI.11 - ATUALIZAÇÃO TECNOLÓGICA DE SEGURANÇA PERIMÉTRICA INI.SEG.001 - Atualizar Tecnologia (3); INI.SEG.002 - Reforçar Infra-estrutura de segurança operacional (3) PRJ.PEI.12 - CONTROLAR ACESSO À REDE E IDENTIDADES PRIVILEGIADASINI.SEG.006 INI.SEG.007 - Controlar o acesso à rede e os utilizadores privilegiados PRJ.PEI.13 - PROTEÇÃO E CONTROLO DE INFORMAÇÃO INI.TPT.006 - Proteção e Controlo de Informação (6); INI.TPT.005 - Encriptação dos Portáteis (3) PRJ.PEI.14 - ANÁLISE E GESTÃO DE RISCO INI.SEG.007 - Monitorizar e detetar intrusos (18); INI.SEG.005 - Análise de rating do risco DO IT (18); INI.SEG.004 - Teste de intrusão periódicos(18) PRJ.PEI.15 - MODERNIZAÇÃO DE MODELO DE CONECTIVIDADE DA REDE DE OPERAÇÕES INI.SRD.001 - Modernização de modelo de conectividade da rede de operações (6); INI.SRD.004 - Encriptação Tráfego Critico Negócio (3); INI.SRD.006 - Reforço de visibilidade e controlo aplicacional (3) PRJ.PEI.16 - EXPANSÃO DE CONETIVIDADE WIRELESS OPERAÇÕES E LOJAS INI.SRD.002 - Comunidade Cliente (6); INI.SRD.00 - Comunidade Operações (3) PRJ.PEI.16 - EXPANSÃO DE CONETIVIDADE WIRELESS OPERAÇÕES E LOJAS INI.SRD.002 - Comunidade Cliente (6); INI.SRD.00 - Comunidade Operações (3) PRJ.PEI.17 - EVOLUÇÃO CORE COMUNICAÇÕES INI.SRD.009 - Migração Extranet (3) PRJ.PEI.18 - CONSOLIDAÇÃO DO SERVIÇO DE VOZ FIXA INI.PCO.001 - Consolidação do Serviço de Voz Fixa PRJ.PEI.19 - EVOLUÇÃO DA PLATAFORMA DE VIDEO INI.PCO.002 - Plataforma de Vídeo PRJ.PEI.20 - PLANO DE ADOÇÃO TECNOLÓGICO INI.PCO.003 - Plano de Adoção Tecnológico; INI.TPT.008 - Plano de Comunicação e Formação PRJ.PEI.21 - EVOLUÇÃO DA PLATAFORMA DE MESSAGING INI.PCO.005 - Plataforma de Messaging (3) PRJ.PEI.21 - EVOLUÇÃO DA PLATAFORMA DE MESSAGING INI.PCO.006 - Unificação FAX (3) PRJ.PEI.01 - CONSOLIDAÇÃO DATACENTERS (MAILTEC, MARL, PERAFITA E EDIFICIOS) INI.SDC.009 - Consolidação Datacenters – Pólos técnicos; INI.SDC.010. Consolidação Datacenters – MARL; Perafita; Sede; INI.SDC.011 - Consolidação Datacenters – Site Mailtec PRJ.PEI.02 - REORGANIZAÇÃO DATACENTER PRINCIPAL INI.SDC.024 - Reorganização Datacenters PRJ.PEI.25 - CONSTRUÇÃO DE CLOUD HIBRIDA INI.SDC.025 - Construção de uma cloud hibrida PRJ.PEI.16 - EXPANSÃO DE CON INI.SRD.002 - Comunidade Cliente (6); INI.SR PRJ.PEI.17 - EVOLUÇÃO CORE COMUNICAÇÕES INI.SRD.005 - Migração Extranet PRJ.PEI.18 - CONSOLIDAÇÃO DO SERVIÇO DE VOZ FIXA INI.PCO.001 - Consolidação do Serviço de Voz Fixa PRJ.PEI.19 - EVOLUÇÃO DA PLATAFORMA DE VIDEO INI.PCO.002 - Plataforma de Vídeo INI.SEC.006 Control the network access and the privileged users GOALS Organization network access control – Control the communications network access of the Organization through the identification, authentication, authorization of users and devices Privileged accounts control – Centrally manage privileged identities of critical business systems of the Organization SOLUTION DESCRIPTION Organization network access control – Implementation of a management system for security policies by automating and enforcing secure access to Wireless and Wired communications network of the Organization. As well as providing visibility of users and devices to enable enterprise mobility and access control of the associated devices. Privileged accounts control – Implementation of a management system of privileged accounts that allows centrally control the use of any privileged account as well as automate the process of managing these same privileged passwords and provide comprehensive auditing capabilities for each privileged account and its activities. PROJECT DURATION 6 Months INITIATIVES DEFINED, PRIORITIZED AND WITH TIME AND INVESTMENT ESTIMATES DELIVERABLES TRANSFORMATION INITIATIVES TRANSFORMATION PLAN INFOGRAPHIC TRANSFORMATION ROADMAP INVESTMENT ESTIMATES 01 02 03 04 01 02 03 04 RESULTS Investment Summary Year 1 Year 2 Year 3 Year 4 CAPEX 2 570 000 2 545 000 2 610 000 1 790 000 Hardware 1 125 000 1 225 000 1 215 000 825 000 Software 515 000 645 000 870 000 670 000 Services 930 000 675 000 525 000 295 000 OPEX 405 000 780 000 880 000 930 000 Manit. Hardware 170 000 305 000 360 000 390 000 Manit. Software 155 000 275 000 320 000 340 000 Consulting Services 80 000 200 000 200 000 200 000 Investment Summary Year 1 Year 2 Year 3 Year 4 Building Platform 1 345 000 1 585 000 1 500 000 960 000 Securing Postal Environment 580 000 290 000 260 000 260 000 Enabling Data Network 310 000 590 000 955 000 875 000 Connecting People & Devices 740 000 860 000 775 000 625 000 ID Description Transformation Cycle Year 1 Year 2 Year 3 Year 4 CAPEX OPEX Duration [months] PRJ.PEI.01 Datacenters Consolidation (A, B, C e D) Building Platform 140 000 210 000 30 000 30 000 300 000 110 000 12 PRJ.PEI.02 Main Datacenter Reorganization Building Platform 20 000 0 0 0 0 20 000 3 PRJ.PEI.03 Constrution of the x86 Virtualized Platform Building Platform 625 000 215 000 65 000 65 000 720 000 250 000 12 PRJ.PEI.04 IT Assets Management Building Platform 100 000 20 000 20 000 20 000 80 000 80 000 3 PRJ.PEI.05 Data Monitoring for Decision Support Building Platform 100 000 230 000 230 000 100 000 420 000 240 000 15 PRJ.PEI.06 Definition of a IT Product and Services Catalog Building Platform 10 000 0 0 0 0 10 000 2 PRJ.PEI.07 Storage Consolidation Building Platform 0 10 000 325 000 25 000 300 000 60 000 9 PRJ.PEI.08 Data Protection Policy Review Building Platform 100 000 670 000 655 000 405 000 1 550 000 280 000 9 PRJ.PEI.09 Standardization of Application Environments Building Platform 100 000 0 0 0 100 000 0 4 PRJ.PEI.10 Business Continuity Solution Building Platform 150 000 230 000 55 000 130 000 505 000 60 000 9 PRJ.PEI.11 Technological Upgrade of the Perimeter Security Securing Postal Environment 40 000 40 000 40 000 40 000 0 160 000 6 PRJ.PEI.12 Control of the network access and the privileged identities Securing Postal Environment 280 000 30 000 30 000 30 000 250 000 120 000 6 PRJ.PEI.13 Protection and Information Control Securing Postal Environment 140 000 50 000 20 000 20 000 150 000 80 000 9 PRJ.PEI.14 Analysis and Risk Management Securing Postal Environment 120 000 170 000 170 000 170 000 250 000 380 000 18 PRJ.PEI.15 Modernization of the Connectivity Model of Network Operations Enabling Data Network 0 50 000 665 000 565 000 1 250 000 30 000 12 PRJ.PEI.16 Wireless Connectivity Expansion on Operations and Shops Enabling Data Network 250 000 270 000 290 000 310 000 920 000 200 000 9 PRJ.PEI.17 Core Communications Evolution Enabling Data Network 60 000 270 000 0 0 260 000 70 000 6 PRJ.PEI.18 Consolidation of Fixed Voice Service Connecting People & Devices 180 000 60 000 200 000 30 000 380 000 90 000 3 PRJ.PEI.19 Video Platform Evolution Connecting People & Devices 170 000 180 000 25 000 25 000 310 000 90 000 3 PRJ.PEI.20 Technological Adoption Plan Connecting People & Devices 50 000 100 000 100 000 100 000 0 350 000 3 PRJ.PEI.21 Messaging Platform Evolution Connecting People & Devices 25 000 10 000 10 000 10 000 0 55 000 6 PRJ.PEI.22 Park Integrated Management Connecting People & Devices 90 000 220 000 115 000 120 000 420 000 125 000 18 PRJ.PEI.23 Support of Enterprise Mobility Connecting People & Devices 175 000 185 000 190 000 195 000 660 000 85 000 12 PRJ.PEI.24 Operational Areas Mobilization Connecting People & Devices 50 000 105 000 135 000 145 000 400 000 35 000 6 25 Transformation Projects 2 995 000 1 225 000 Summary of the plan: 138 Findings 65 Improvement Actions Total 9 515 000 4 390 000 2 700 000 2 425 000 3 000 000 1 090 000 680 000 Total 5 390 000 1 390 000 2 730 000 Ok! Fax Web Smartphones Tablets E-mail Instant Messaging Information Display 5645 7232 3012 Nº 965 1523 318 7 54 18 99% 96% 95% 92% City 924 260 28 0 0 Connecting People 5645 7232 Security ness wth 8 Business Continuity 1 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 YEAR 1 YEAR 2 YEAR 3 2 CYCLEnd 1 CYCLEst 3 CYCLErd 4 CYCLEth 2 CYCLE SECURING INDUSTRIAL ENVIRONMENTnd 3 CYCLE ENABLING DATA NETWORKrd 4 CYCLE CONNECTING PEOPLE AND DEVICESth M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 YEAR 4
MULTI-DISCIPLINARY TEAM IT FRAMEWORKS TECHNICAL ACCREDITATIONS DESIGN THINKING TEAM WITH WIDE EXPERIENCE IN TECHNOLOGY, WITH A SOLID KNOWLEDGE IN SEVERAL INDUSTRIES AND FOCUS IN DELIVERING PEOPLE CENTRIC SOLUTIONS.
WE MAKE LIFE SIMPLIER AN HAPPIER FOR PEOPLE AND BUSINESSS

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IT Transformation Plan - Consultancy Services Framework

  • 2. BUSINESS ASSESSMENTTECHNICAL ASSESSMENT EVOLUTION STRATEGY TRANSFORMATION PLAN IDENTIFICATION OF INFRASTRUCTURE CURRENT SITUATION AND MAJOR OPERATIONAL IT CONCERNS ANALYSIS OF THE CURRENT REALITY INFORMATION USE OF PROBES, SPECIFIC SOFTWARE AND OTHERS INSTRUMENTS IN EQUIPMENTS AND ENVIRONMENTS BUSINESS AND SUPPORT PROCESSES REQUIREMENTS ANALYSIS (HIGH LEVEL) BENCHMARKING WITH REFERENCE MODEL ALIGNED WITH THE LATEST TECHNOLOGICAL TRENDS TRANSFORMATION PLAN AND INVESTMENT ESTIMATES PRESENTATION COMMUNICATION OF THE FINDINGS ABOUT THE INFRASTRUCTURE CURRENT STATE BY TECHNICAL AREA CYBERNETIC RISK ANALYSIS VISITS TO INSTALATIONS REPRESENTATIVE OF THE EXISTING DIVERSITY, TO OBSERVE ON-SITE THE END-USERS CURRENT NEEDS AND PROBLEMS DEFINITION OF TRANSFORMATION INITIATIVES WITH INVESTMENT ESTIMATES AND TRANSFORMATION PLAN ELABORATION IT MEETINGS INSTRUMENTATION BUSINESS MEETINGS TREND ANALYSIS TECHNOLOGICAL DIAGNOSTIC INTRUSION TESTS FIELD VISITS CO-CREATION TRANSFORMATION ROADMAP SURVEYS SUBMISSION TO A UNIVERSE OF EMPLOYEES TO IDENTIFY CURRENT USE OF INFRASTRUCTURE AND THEIR NEEDS AND PROBLEMS COMMUNICATION OF THE FINDINGS OF INFRASTRUCTURE CURRENT STATE IN BUSINESS AREAS QUESTIONNAIRES BUSINESS DIAGNOSTIC DISCUSSION OF THE FUTURE TECHNICAL ARCHITECTURE CO- CREATION ARCHITECTURE DEVELOPMENT OF THE FUTURE TECHNICAL ARCHITECTURE FUTURE ARCHITECTURE INVESTMENT PLAN AND PRIORITIES
  • 4. COMMUNICATIONSIT CLUSTERS DEVICES USERS Headquarters Wired Wireless Internet Visitors Operations Centers Customer Experience Data Centers Data Centers3 Technological Poles12 Stores 520 70 1023 Staff Online 2 Production 5 Logistics 12Center Centers Stores Operations Backoffice10% 90%Operations Backoffice13% 87%IT Industrial60% 40% 47.745 Production Centro People Interaction Networking Distribution 15 Vehicles Collaboration International Offices and Operations Processing 3Center Operational 16Center Fixed Mobile30% 70% 10.72310.723 Backoffice 90.231 8% Video Mobile Voice Headquarters SECURITY Offices & Operations Internet Main Site Secondary Site City 1 DATA Remote Access Headquarters Wireless Institutional Sites 31 30 29 Firewall VPNFirewall VPN Partners Some principles of security policies are not being applied. Rules & Procedures Implementation Metrics Compliance Authentication · There are security controls to the external perimeter and the internal perimeter. · Not all employees are aware of the security policies. Proxy Internet Visitors Active: Mobile fixed extension Fixed / Mobile Convergence Active data plan usage Offices and Operations 2 Rooms Distributions 23 Rooms Headquarters 8 Rooms Internal calls in the mobile VPN 0€ 0€ Messaging 1.009 users Instant Messaging 1.210 mailboxes E-mail 131211 1098765 Network Operations Headquarters Centers Software 1 site 736 51 sites 320 50 people 12% licenses use Centro 1 2 4 Fixed Calls with External Prefix 50% Others50% Stores 520 sites 925 25 devices Fax Internet Access Office 365 Social Cloud HTTPS 20010050 Mbps The QoS policy was recently implemented. 74% 23% 3% Requires software upgrade End of life software and hardware Updated 2 Gbps 378 Analyzed Sites 23% 1 Gbps 834 Analyzed Sites 223 Mbps 70 Analyzed Sites Active78% Backup22% Active72% Backup28% Active100% XDSL 77% GPON Life Cycle Center ContractedCapacity Technological PolesHeadquarters Operations Offices & Operations Data Centers DR Site · Main Site · Secondary Site 19 20 Fixed Voice In an universe of 28 analyzed Main Site City 1 2Services City 4 2Services City 5 3Services City 6 3Services Cloud City 2 2Services City 3 2Services 327 applications 21 22 Secondary Site 6Services District 3 7Services District 2 5Services District 1 4Services DR Site 7Services 71% Applications with discontinued software 29% Requires software upgrade Updated software KEY PERFORMANCE INDICATORS Visibility Control Communications Data Center Information Security Digital Workplace Identity MonitoringAlarms CMDB CapacityReporting - KPIs 24 25 Computing Storage 27 26 23 Backup Software Platform WINTEL60% HPUX25% AIX15% Storage Capacity (TB) Brands Rationing Blade80% Rack20% Virtualization ratio 20% HPUX 50% AIX 30% WINTEL City 1 City 2 District 1 DR Site Main Site Hitachi55% HP36% EMC9% Tape Library Technology LTO446% LTO536% Disc to Disc18% Backup Policy Existing backup policy63% Nonexistent backup policy37% Oracle BD V9i14% V10g43% V11g41% V12c2% Windows W2K8 20 13 W2K3 12 41 W2K0 0 0.1 Solaris 11.2 6 11.1 9 11 26 10 2.0 9 7 Physical Virtual 28 Authentication 16 1714 15 3 18 W2K12 50 61 Firewall Firewall FirewallFirewall Center Authentication DATACENTER COMMUNICATIONS Headquarters Wired Wireless Internet Visitors Centers StoresProduction Centro People Interaction Networking Collaboration 8% Video Mobile Voice SECURITY Offices & Operations Internet Main Site Secondary Site City 1 DATA Remote Access Headquarters Wireless Institutional Sit 31 30 29 F Firewall VPN Partn Some principles of security policies are not being applied. Rules & Procedures Implementation Metrics Compliance Authentication · There are security controls to the e perimeter and the internal perimet · Not all employees are aware of the secur Proxy Internet Visitors Active: Mobile fixed extension Fixed / Mobile Convergence Active data plan usage Offices and Operations 2 Rooms Distributions 23 Rooms Headquarters 8 Rooms Internal calls in the mobile VPN 0€ 0€ Messaging 1.009 users Instant Messaging 1.210 mailboxes E-mail 131211 1098765 Network Operations Headquarters Centers Software 1 site 736 51 sites 320 50 people 12% licenses use Centro 1 2 4 Fixed Calls with External Prefix 50% Others50% Stores 520 sites 925 25 devices Fax Internet Access Office 365 Social Cloud HTTPS 20010050 Mbps The QoS policy was recently implemented. 74% 23% 3% Requires software upgrade End of life software and hardware Updated 2 Gbps 378 Analyzed Sites 23% 1 Gbps 834 Analyzed Sites 223 Mbps 70 Analyzed Sites Active78% Backup22% Active72% Backup28% Active100% XDSL 77% GPON Life Cycle Center ContractedCapacity Technological PolesHeadquarters Operations Offices & Operations Data Centers DR Site · Main Site · Secondary Site 19 20 Fixed Voice In an universe of 28 analyzed Main Site City 1 2Services City 4 2Services City 5 3Services City 6 3Services Cloud City 2 2Services City 3 2Services 327 applications 21 22 Secondary Site 6Services District 3 7Services District 2 5Services District 1 4Services DR Site 7Services 71% Applications with discontinued software 29% Requires software upgrade Updated software KEY PERFORMANCE INDICATORS Visibility Control Communications Data C Information Security Digital Workpl Identity MonitoringAlarms CMDB CapacityReporting - KPIs 24 25 Computing Storage 27 26 23 Backup Software Platform WINTEL60% HPUX25% AIX15% Storage Capacity (TB) Brands Rationing Blade80% Rack20% Virtualization ratio 20% HPUX 50% AIX 30% WINTEL City 1 City 2 District 1 DR Site Main Site Hitachi55% HP36% EMC9% Tape Library Technology LTO446% LTO536% Disc to Disc18% Backup Policy Existing backup policy63% Nonexistent backup policy37% Oracle BD V9i14% V10g43% V11g41% V12c2% Windows W2K8 20 13 W2K3 12 41 W2K0 0 0.1 Solaris 11.2 6 11.1 9 11 26 10 2.0 9 7 Physical Virtual 28 Authentication 16 1714 15 3 18 W2K12 50 61 Firewall Firewall FirewallFirewall Center Authentication DATACENTERCOMMUNICATIONS RS Headquarters Wired Wireless Internet Visitors Customer Experience cal Stores 520 70 1023 Staff Online 2 Centers Stores Operations Backoffice0% 0% Production Centro People Interaction Networking Vehicles Collaboration International Offices and Operations Fixed Mobile30% 70% 10.72310.723 8% Video Mobile Voice SECURITY Offices & Operations Internet Main Site Headquarters 29 Fire Some principles of security policies are not being applied. Rules & Procedures Implementation Metrics Authentication Proxy Internet Visitors Active: Mobile fixed extension Fixed / Mobile Convergence Active data plan usage Offices and Operations 2 Rooms Distributions 23 Rooms Headquarters 8 Rooms Internal calls in the mobile VPN 0€ 0€ Messaging 1.009 users Instant Messaging 1.210 mailboxes E-mail 131211 1098765 Network Operations Headquarters Centers Software 1 site 736 51 sites 320 50 people 12% licenses use Centro 1 2 4 Fixed Calls with External Prefix 50% Others50% Stores 520 sites 925 25 devices Fax Internet Access Office 365 Social Cloud HTTPS 20010050 Mbps The QoS policy was recently implemented. 74% 23% 3% Requires software upgrade End of life software and hardware Updated 2 Gbps 378 Analyzed Sites 23% 1 Gbps 834 Analyzed Sites 223 Mbps 70 Analyzed Sites Active78% Backup22% Active72% Backup28% Active100% XDSL 77% GPON Life Cycle Center ContractedCapacity Technological PolesHeadquarters Operations Offices & Operations Data Centers DR Site · Main Site · Secondary Site 19 20 Fixed Voice In an universe of 28 analyzed Main Site City 1 2Services City 4 2Services City 5 3Services City 6 3Services Cloud City 2 2Services City 3 2Services 327 applications 21 22 Secondary Site 6Services District 3 7Services District 2 5Services District 1 4Services DR Site 7Services 71% Applications with discontinued software 29% Requires software upgrade Updated software KEY PERFORMANCE INDICATORS Visibility Control Identity MonitoringAlarms CMDB CapacityReporting - KPIs 24 25 Computing Storage 27 26 23 Backup Software Platform WINTEL60% HPUX25% AIX15% Storage Capacity (TB) Brands Rationing Blade80% Rack20% Virtualization ratio 20% HPUX 50% AIX 30% WINTEL City 1 City 2 District 1 DR Site Main Site Hitachi55% HP36% EMC9% Tape Library Technology LTO446% LTO536% Disc to Disc18% Backup Policy Existing backup policy63% Nonexistent backup policy37% Oracle BD V9i14% V10g43% V11g41% V12c2% Windows W2K8 20 13 W2K3 12 41 W2K0 0 0.1 Solaris 11.2 6 11.1 9 11 26 10 2.0 9 7 Physical Virtual 28 Authentication 16 1714 15 3 18 W2K12 50 61 Firew Firew Center Authentication DATACENTER MMUNICATIONS eadquarters Wired Wireless Internet Visitors Centers StoresProduction Centro e Interaction rking aboration 8% Video Mobile Voice SECURITY Offices & Operations Internet Main Site Secondary Site City 1 DATA Remote Access Headquarters Wireless Institutional Sites 31 30 29 Firewall VPNFirewall VPN Partners Some principles of security policies are not being applied. Rules & Procedures Implementation Metrics Compliance Authentication · There are security controls to the external perimeter and the internal perimeter. · Not all employees are aware of the security policies. Proxy Internet Visitors Active: Mobile fixed extension Fixed / Mobile Convergence Active data plan usage Offices and Operations 2 Rooms Distributions 23 Rooms Headquarters 8 Rooms Internal calls in the mobile VPN 0€ 0€ Messaging 1.009 users Instant Messaging 1.210 mailboxes E-mail 131211 1098765 Network Operations Headquarters Centers Software 1 site 736 51 sites 320 50 people 12% licenses use Centro 1 2 4 Fixed Calls with External Prefix 50% Others50% Stores 520 sites 925 25 devices Fax Internet Access Office 365 Social Cloud HTTPS 20010050 Mbps The QoS policy was recently implemented. 74% 23% 3% Requires software upgrade End of life software and hardware Updated 2 Gbps 378 Analyzed Sites 23% 1 Gbps 834 Analyzed Sites 223 Mbps 70 Analyzed Sites Active78% Backup22% Active72% Backup28% Active100% XDSL 77% GPON cle Center ContractedCapacity Technological Polesquarters Operations Offices & Operations ata Centers te · Main Site · Secondary Site 19 20 Fixed Voice In an universe of 28 analyzed Main Site City 1 2Services City 4 2Services City 5 3Services City 6 3Services Cloud City 2 2Services City 3 2Services 327 applications 21 22 Secondary Site 6Services District 3 7Services District 2 5Services District 1 4Services DR Site 7Services 71% Applications with discontinued software 29% Requires software upgrade Updated software ERFORMANCE INDICATORS bility Control Communications Data Center Information Security Digital Workplace Identity MonitoringAlarms CMDB CapacityReporting - KPIs 24 25 Computing Storage 27 26 23 Backup Software Platform WINTEL60% HPUX25% AIX15% Storage Capacity (TB) Brands Rationing Blade80% Rack20% Virtualization ratio 20% HPUX 50% AIX 30% WINTEL City 1 City 2 District 1 DR Site Main Site Hitachi55% HP36% EMC9% Tape Library Technology LTO446% LTO536% Disc to Disc18% Backup Policy Existing backup policy63% Nonexistent backup policy37% Oracle BD V9i14% V10g43% V11g41% V12c2% Windows W2K8 20 13 W2K3 12 41 W2K0 0 0.1 Solaris 11.2 6 11.1 9 11 26 10 2.0 9 7 Physical Virtual 28 Authentication 16 1714 15 3 18 W2K12 50 61 Firewall Firewall FirewallFirewall Center Authentication DATACENTER TECHNICAL ASSESSMENT TECHNICAL ASSESSMENT INFOGRAPHIC INFORMATION SECURITY WE STUDY THE INTERNAL AND EXTERNAL EXPOSURE LEVEL OF THE IT SECURITY “DATACENTER CORE OBSOLESCENT AND NOT SUITABLE” “GREATER COSTS DUE TO LOW VIRTUALIZATION LEVEL” “NEED OF BACKUPS MANAGEMENT REVISION” “DATA STORAGE BASED ON DISCONTINUED TECHNOLOGY” “DANGER OF THEFT OR ACCESS NOT AUTHORIZED TO PRIVILEGED INFORMATION DUE TO VULNERABILITIES IN THE INTERNAL PERIMETER” “DISCONTINUATION OF SECURITY EQUIPMENTS IN THE COMMUNICATIONS AND WITHOUT REPLACEMENT IN CASE OF DAMAGE” “LACK OF SERVICE UNDERSTANDING” DATA CENTERS WE ANALYZE HOW THE ORGANIZATION’S DATA CENTER IS ORGANIZED TO DELIVERY SERVICES COLLABORATION WE EVALUATE HOW IT SUPPORTS THE INTERACTION BETWEEN PEOPLE: VOICE, VIDEO AND MESSAGING COMMUNICATIONS WE ANALYZE HOW THE INFORMATION CIRCULATES ON THE NETWORK AND ITS PERFORMANCE LEVEL DIGITAL WORKPLACE WE OBSERVE THE USER’S NEEDS IN THEIR WORKPLACECOMMUNICATIONS USERS Headquarters Wired Wireless Internet Visitors Customer Experience Data Centers Data Centers3 Technological Poles12 Stores 520 70 1023 Staff Online 2 Centers Stores Operations Backoffice10% 90%Operations Backoffice 47.745 Production Centro People Interaction Networking Vehicles Collaboration International Offices and Operations Fixed Mobile30% 70% 10.72310.723 Backoffice 8% Video Mobile Voice Headquarters S R Im M Auth Active: Mobile fixed extension Fixed / Mobile Convergence Active data plan usage Offices and Operations 2 Rooms Distributions 23 Rooms Headquarters 8 Rooms Internal calls in the mobile VPN 0€ 0€ Messaging 1.009 users Instant Messaging 1.210 mailboxes E-mail 131211 1098765 Network Operations Headquarters Centers Software 1 site 736 51 sites 320 50 people 12% licenses use Centro 1 2 4 Fixed Calls with External Prefix 50% Others50% Stores 520 sites 925 25 devices Fax Internet Access Office 365 Social Cloud HTTPS 20010050 Mbps The QoS policy was recently implemented. 74% 23% 3% Requires software upgrade End of life software and hardware Updated 2 Gbps 378 Analyzed Sites 23% 1 Gbps 834 Analyzed Sites 223 Mbps 70 Analyzed Sites Active78% Backup22% Active72% Backup28% Active100% XDSL 77% GPON Life Cycle Center ContractedCapacity Technological PolesHeadquarters Operations Offices & Operations Data Centers DR Site · Main Site · Secondary Site 19 20 Fixed Voice In an universe of 28 analyzed Main Site City 1 2Services City 4 2Services City 5 3Services City 6 3Services Cloud City 2 2Services City 3 2Services 327 applications 21 22 Secondary Site 6Services District 3 7Services District 2 5Services District 1 4Services DR Site 7Services 71% Applications with discontinued software 29% Requires software upgrade Updated software KEY PERFORMANCE INDICATORS Visibility Control Identity MonitoringAlarms CMDBReporting - KPIs 24 25 Computing Storage 27 26 23 Backup Software Platform WINTEL60% HPUX25% AIX15% Storage Capacity (TB) Brands Rationing Blade80% Rack20% Virtualization ratio 20% HPUX 50% AIX 30% WINTEL City 1 City 2 District 1 DR Site Main Site Hitachi55% HP36% EMC9% Tape Library Technology LTO446% LTO536% Disc to Disc18% Backup Policy Existing backup policy63% Nonexistent backup policy37% Oracle BD V9i14% V10g43% V11g41% V12c2% Windows W2K8 20 13 W2K3 12 41 W2K0 0 0.1 Solaris 11.2 6 11.1 9 11 26 10 2.0 9 7 Physical Virtual 28 Auth 16 1714 15 3 18 W2K12 50 61 Center DATACENTER COMMUNICATIONS USERS Headquarters Wired Wireless Internet Visitors Customer Experience Data Centers Data Centers3 Technological Poles12 Stores 520 70 1023 Staff Online 2 Centers Stores Operations Backoffice10% 90%Operations Backoffice 7.745 Production Centro People Interaction Networking Vehicles Collaboration International Offices and Operations Fixed Mobile30% 70% 10.72310.723 Backoffice 8% Video Mobile Voice Headquarters S Ru Im Me Authe Active: Mobile fixed extension Fixed / Mobile Convergence Active data plan usage Offices and Operations 2 Rooms Distributions 23 Rooms Headquarters 8 Rooms Internal calls in the mobile VPN 0€ 0€ Messaging 1.009 users Instant Messaging 1.210 mailboxes E-mail 131211 1098765 Network Operations Headquarters Centers Software 1 site 736 51 sites 320 50 people 12% licenses use Centro 1 2 4 Fixed Calls with External Prefix 50% Others50% Stores 520 sites 925 25 devices Fax Internet Access Office 365 Social Cloud HTTPS 20010050 Mbps The QoS policy was recently implemented. 74% 23% 3% Requires software upgrade End of life software and hardware Updated 2 Gbps 378 Analyzed Sites 23% 1 Gbps 834 Analyzed Sites 223 Mbps 70 Analyzed Sites Active78% Backup22% Active72% Backup28% Active100% XDSL 77% GPON Life Cycle Center ContractedCapacity Technological PolesHeadquarters Operations Offices & Operations Data Centers DR Site · Main Site · Secondary Site 19 20 Fixed Voice In an universe of 28 analyzed Main Site City 1 2Services City 4 2Services City 5 3Services City 6 3Services Cloud City 2 2Services City 3 2Services 327 applications 21 22 Secondary Site 6Services District 3 7Services District 2 5Services District 1 4Services DR Site 7Services 71% Applications with discontinued software 29% Requires software upgrade Updated software KEY PERFORMANCE INDICATORS Visibility Control Identity MonitoringAlarms CMDBReporting - KPIs 24 25 Computing Storage 27 26 23 Backup Software Platform WINTEL60% HPUX25% AIX15% Storage Capacity (TB) Brands Rationing Blade80% Rack20% Virtualization ratio 20% HPUX 50% AIX 30% WINTEL City 1 City 2 District 1 DR Site Main Site Hitachi55% HP36% EMC9% Tape Library Technology LTO446% LTO536% Disc to Disc18% Backup Policy Existing backup policy63% Nonexistent backup policy37% Oracle BD V9i14% V10g43% V11g41% V12c2% Windows W2K8 20 13 W2K3 12 41 W2K0 0 0.1 Solaris 11.2 6 11.1 9 11 26 10 2.0 9 7 Physical Virtual 28 Authe 16 1714 15 3 18 W2K12 50 61 Center DATACENTER “EXPLORATION COSTS REDUCTION BY CONCENTRATING IN A SINGLE DATA CENTER” “ABSENCE OF A COLLABORATIVE CORPORATE CULTURE”
  • 5. TECHNICAL ASSESSMENT TECHNICAL ASSESSMENT TOOLS EVENT MANAGEMENT TRAFIC ANALYSIS ASSETS INVENTORY APPLICATION PERFORMANCE SYSTEMS MONITORING IN REAL TIME TO IDENTIFY PATTERNS AND TRENDS OF INFRASTRUCTURE / DATA CORRELATION TRAFFIC MONITORING THAT CIRCULATES IN THE NETWORK / EQUIPMENT AUTOMATED ASSET DISCOVERY APPLICATION PERFORMANCE ANALYSIS IN DIFFERENT ASPECTS (E.G. DISPONIBILITY, TRAFIC VOLUME, ERROR PACKETS OR DISCARDED PACKETS, ETC.)
  • 6. TECHNICAL ASSESSMENT TECHNICAL ASSESSMENT DELIVERABLES 04 COMMUNICATIONSIT CLUSTERS DEVICES USERS Headquarters Wired Wireless Internet Visitors Operations Centers Customer Experience Data Centers Data Centers3 Technological Poles12 Stores 520 70 1023 Staff Online 2 Production 5 Logistics 12Center Centers Stores Operations Backoffice10% 90%Operations Backoffice13% 87%IT Industrial60% 40% 47.745 Production Centro People Interaction Networking Distribution 15 Vehicles Collaboration International Offices and Operations Processing 3Center Operational 16Center Fixed Mobile30% 70% 10.72310.723 Backoffice 90.231 8% Video Mobile Voice Headquarters SECURITY Offices & Operations Internet Main Site Secondary Site City 1 DATA Remote Access Headquarters Wireless Institutional Sites 31 30 29 Firewall VPNFirewall VPN Partners Some principles of security policies are not being applied. Rules & Procedures Implementation Metrics Compliance Authentication · There are security controls to the external perimeter and the internal perimeter. · Not all employees are aware of the security policies. Proxy Internet Visitors Active: Mobile fixed extension Fixed / Mobile Convergence Active data plan usage Offices and Operations 2 Rooms Distributions 23 Rooms Headquarters 8 Rooms Internal calls in the mobile VPN 0€ 0€ Messaging 1.009 users Instant Messaging 1.210 mailboxes E-mail 131211 1098765 Network Operations Headquarters Centers Software 1 site 736 51 sites 320 50 people 12% licenses use Centro 1 2 4 Fixed Calls with External Prefix 50% Others50% Stores 520 sites 925 25 devices Fax Internet Access Office 365 Social Cloud HTTPS 20010050 Mbps The QoS policy was recently implemented. 74% 23% 3% Requires software upgrade End of life software and hardware Updated 2 Gbps 378 Analyzed Sites 23% 1 Gbps 834 Analyzed Sites 223 Mbps 70 Analyzed Sites Active78% Backup22% Active72% Backup28% Active100% XDSL 77% GPON Life Cycle Center ContractedCapacity Technological PolesHeadquarters Operations Offices & Operations Data Centers DR Site · Main Site · Secondary Site 19 20 Fixed Voice In an universe of 28 analyzed Main Site City 1 2Services City 4 2Services City 5 3Services City 6 3Services Cloud City 2 2Services City 3 2Services 327 applications 21 22 Secondary Site 6Services District 3 7Services District 2 5Services District 1 4Services DR Site 7Services 71% Applications with discontinued software 29% Requires software upgrade Updated software KEY PERFORMANCE INDICATORS Visibility Control Communications Data Center Information Security Digital Workplace Identity MonitoringAlarms CMDB CapacityReporting - KPIs 24 25 Computing Storage 27 26 23 Backup Software Platform WINTEL60% HPUX25% AIX15% Storage Capacity (TB) Brands Rationing Blade80% Rack20% Virtualization ratio 20% HPUX 50% AIX 30% WINTEL City 1 City 2 District 1 DR Site Main Site Hitachi55% HP36% EMC9% Tape Library Technology LTO446% LTO536% Disc to Disc18% Backup Policy Existing backup policy63% Nonexistent backup policy37% Oracle BD V9i14% V10g43% V11g41% V12c2% Windows W2K8 20 13 W2K3 12 41 W2K0 0 0.1 Solaris 11.2 6 11.1 9 11 26 10 2.0 9 7 Physical Virtual 28 Authentication 16 1714 15 3 18 W2K12 50 61 Firewall Firewall FirewallFirewall Center Authentication DATACENTER OVERVIEW OF CURRENT REALITY CURRENT USE OF INFRASTRUCTURE DATA CURRENT VULNERABILITIES IDENTIFIED QUICK WINS IDENTIFIED AND PRIORITIZED DELIVERABLES TECHNICAL ASSESSMENT INFOGRAPHIC TECHNICAL ASSESSMENT REPORT OPTIMIZATION PLAN 01 02 03 01 02 03 RESULTS Programa Renovação e Expansão de Infraestruturas de TI - Relatório Técnico 3.0 DATA: 12-01-2016 Figura 39 – Distribuição Geográfica dos Sistemas CON.SDC.001: Doze localizações de sistemas, com níveis de complexidade e disponibilização de serviços distintas. CON.SDC.002: Grande distribuição geográfica de recursos computacionais, de storage e backup. CON.SDC.003: Os serviços aplicacionais encontram-se distribuídos por sete localizações: dois datacenters, quatro Pólos Técnicos Avançados e na cloud pública SmartCloudPT. CON.SDC.004: Os cinco Pólos Técnicos disponibilizam somente serviços de infraestrutura como File & Print, Backups e, num dos casos, Domain Controller. O serviço NAVe_Riposte é replicado para os dois datacenters, Imopolis e NorteShopping, não existindo mais nenhum serviço com este nível de alta disponibilidade. O site do NorteShopping é também utilizado como repositório das tapes dos backups efetuados no Imopolis. Posto isto, não existe um site de Disaster Recovery. CON.SDC.005: Não existe um site de Disaster Recovery. Na tabela seguinte descrevem-se, de forma não exaustiva, os serviços de infraestrutura e aplicacionais presentes em cada localização.
  • 8. BUSINESS ASSESSMENT BUSINESS ASSESSMENT INFOGRAPHIC PERSONAS UNDERSTANDING THE CURRENT SITUATION OF USER PROFILES IN SEVERAL DIMENSIONS AND THEIR VISION OF FUTURE NEEDS TECHNOLOGY PROFILE OPERATIONAL FACTS CARACTERIZATION OF USERS’ IT PROFILE BY CURRENT NEEDS AND FUTURE CHALLENGE BUSINESS STRATEGY UNDERSTANDING ORGANIZATION’S BUSINESS STRATEGY DRIVERS AND ITS IMPACT IN IT BUSINESS ORGANIZATION CHARACTERIZATION OF BUSINESS UNITS, PROFILES AND ROLES “EXPLORATION COSTS REDUCTION BY CONCENTRATING IN A SINGLE DATA CENTER” COSTUMER SERVICE CENTER ??? ??? BRANCH 1 BRANCH 2 9:04 9:16 Portable PC Optical Reader UPS 86 Personal Device Terminal 52 41 40 Scanner33 Ink Jet Printer30 Multifunction Printer26 Hand Scanner Monitor Tagging Scanner 1.187 Fixed PC1.037 927 443 Laser Printer413 Scale156 PDA109 4.617 1.915 2.702 41% INDUSTRIAL HARDWARE 59% IT HARDWARE Multifunction Printer Scale Optical Printer 63 UPS54 53 50 POS / PINPAD41 Thermical Printer 33 Fixed PC Laser Printer 560 Monitor550 127 Hand Scanner99 PDA93 Tagging Device66 1.868 401 1.467 21% INDUSTRIAL HARDWARE 79% IT HARDWARE 1 DISTRIBUTION 2 STORE + AGENTS 3 OPERATION 4 SUPERVISION 5 OFFICE 6 COMMERCIAL + MANAGEMENT SUSANA SUPERVISOR AMY CUSTOMER SUPPORT OSCAR OPERATOR JAMES BACKOFFICE TOM BACKOFFICE, OPERATIONS AND STORES Often requires to communicate with operations during the commercial activity, however lacks the means to do it. Sometimes “gives a call” of his personal mobile to the spervisor. Dedicated to customer service support seeks to be updated about company’s offerings. When requires clarifications, during the service support, contacts the Customer Support Center. With some regularity debates with the delay in the start of the day’s work, particularly on Monday. Ensures operations in a work environment that sometimes is repetitive. Works by shifts in a Logistics Processing Center, which operates 24/7. Started as costumer support and today oversees the stores. Comprises the collaboration needs and knows that communicate with who is on the field is sometimes complicated, but essential. Uses CITRIX to access Office. Works in headquarters building and has no need to move beyond the floor of the Marketing department and meeting rooms. One of the biggest difficulties felt is due to the lack of space in the network to store the information that it generates. In constant contact with the professional matters, even outside the typical job site, uses his laptop and VPN. Considers an asset to be able to access applications and information through iPad and Smartphone. It is concerned with information security and the potential loss of confidential data. 6.272 6.050 Exterior, operations and stores VENDORS 2.582 Stores CUSTOMER SUPPORT Exterior and stores 520 FRANCHISE CUSTOMER SUPPORT Operations 1500 OPERATORS Central buildings and operations 1.694 BUSINESS SUPPORT / HR / MKT Exterior, central buildings, operations and stores 443 COMMERCIAL / DIRECTION / MANAGEMENT 83 Stores STORE MANAGER / SUPERVISOR 100% INDUSTRIAL HARDWARE 33.241 23.721 9.520 71% INDUSTRIAL HARDWARE 29% IT HARDWARE Fixed PC Hand Scanner Tagging Device 3.684 Monitor3.671 3.566 3.489 Optical Reader3.444 Scale3.179 Card Reader2.476 Thermical Printer2.258 POS / PINPAD2.056 USB Interface1.345 Multifunction Printer557 UPS447 PDA438 Certification Printer738 Laser Printer549 Portable PC Laser Printer 443 Monitor80 79 Scanner Ink Jet Printers 30 Multifunction Printer 29 27 5.423 677 4.746 12% INDUSTRIAL HARDWARE 88% IT HARDWARE 688 100% IT HARDWARE CHARLES VENDOR Collaboration Management SecurityMobility Devices 1 2 1 2 0 0 2 3 3 4 Collaboration Management SecurityMobility Devices 2 2 0 1 0 0 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 3 Collaboration SecurityMobility Devices 3 5 3 4 4 2 2 2 Collaboration SecurityMobility Devices 3 5 3 5 2 5 3 5 Personal Device Terminal Multifunction Printer Pontógrafo 57 Scanner51 51 50 Ink Jet Printer47 Optical Reader31 Card Reader27 Thermal Printer26 Monitor Portable PC Hand Scanner 1.879 Fixed PC1.740 764 273 Tagging Device140 Laser Printer135 Scale83 6:30 SGC The vendor finds the Management System unavailable. Resoluçã o CSCCSC 9:10 He only can start the commercial activity later, after CSC availability. The delay is reflected in scheduled meetings with the customers. 8:40 He calls to the Customer Service Center from his personal mobile, without success. It only opens at 8:30 am. 6:40 ... The customer support finds the Management System unavailable. She only can get technical support at 9:00 am, when the CSC opens. She has to wait for 9:00 am, when the CSC opens to start to work. She calls to the Customer Service Center, from his personal mobile, without success. He calls the Customer Service Center, from his personal mobile, without success. The supervisor finds the Management System unavailable. 8:00 SGC The manager finds the Management System unavailable. CSC He can only begin to delegate tasks later, after the CSC availability. The delay is reflected in the company's production. He calls the Customer Service Center, from his personal mobile, without success. It only opens at 8:30 am. Opticon GEO10 Personal Device Terminal 4.544 PDT Base1.428 300 70 The marketing collaborator finds the Management System unavailable. Management 2 2 Management 2 3 Management 3 42 Management 3 4 He calls the Customer Service Center, without success. It only opens at 8:30 am. He has to wait for the CSC support to begin to work. ??? ??? ??? ?????? AGUARDE ??? ??? 9:30 8:15 TRY LATER 8:04 8:16 8:00 The operator finds the Management System unavailable. 6 work environments Which devices? Storytelling The business strategy What is the ideal model of service delivery? What connectivity model leverages the business? What enterprise mobility? What is the strategic know-how? How to control the adoption of strategic services? What are the evolution drivers? Maintain leadership How to optimize the management of IT park? What is the consolidation strategy? What licenses are redundant? What resources are in excess? Improve efficiency What are the contact points with the customer? What new digital services improve customer experience? How to ensure the security in the new digital services? How to ensure the compliance? Develop new products / services COSTUMER SERVICE CENTER ??? ??? BRANCH 1 BRANCH 2 9:04 9:16 Portable PC Optical Reader UPS 86 Personal Device Terminal 52 41 40 Scanner33 Ink Jet Printer30 Multifunction Printer26 Hand Scanner Monitor Tagging Scanner 1.187 Fixed PC1.037 927 443 Laser Printer413 Scale156 PDA109 4.617 1.915 2.702 41% INDUSTRIAL HARDWARE 59% IT HARDWARE Multifunction Printer Scale Optical Printer 63 UPS54 53 50 POS / PINPAD41 Thermical Printer 33 Fixed PC Laser Printer 560 Monitor550 127 Hand Scanner99 PDA93 Tagging Device66 1.868 401 1.467 21% INDUSTRIAL HARDWARE 79% IT HARDWARE TION 2 STORE + AGENTS 3 OPERATION 4 SUPERVISION 5 OFFICE 6 COMMERCIAL + MANAGEMENT SUSANA SUPERVISOR AMY CUSTOMER SUPPORT OSCAR OPERATOR JAMES BACKOFFICE TOM BACKOFFICE, OPERATIONS AND STORES with operations during the commercial s to do it. Sometimes “gives a call” of sor. Dedicated to customer service support seeks to be updated about company’s offerings. When requires clarifications, during the service support, contacts the Customer Support Center. With some regularity debates with the delay in the start of the day’s work, particularly on Monday. Ensures operations in a work environment that sometimes is repetitive. Works by shifts in a Logistics Processing Center, which operates 24/7. Started as costumer support and today oversees the stores. Comprises the collaboration needs and knows that communicate with who is on the field is sometimes complicated, but essential. Uses CITRIX to access Office. Works in headquarters building and has no need to move beyond the floor of the Marketing department and meeting rooms. One of the biggest difficulties felt is due to the lack of space in the network to store the information that it generates. In constant contact with the professional matters, even outside the typical job site, uses his laptop and VPN. Considers an asset to be able to access applications and information through iPad and Smartphone. It is concerned with information security and the potential loss of confidential data. ns and stores 2.582 Stores CUSTOMER SUPPORT Exterior and stores 520 FRANCHISE CUSTOMER SUPPORT Operations 1500 OPERATORS Central buildings and operations 1.694 BUSINESS SUPPORT / HR / MKT Exterior, central buildings, operations and stores 443 COMMERCIAL / DIRECTION / MANAGEMENT 83 Stores STORE MANAGER / SUPERVISOR 00% DUSTRIAL ARDWARE 33.241 23.721 9.520 71% INDUSTRIAL HARDWARE 29% IT HARDWARE Fixed PC Hand Scanner Tagging Device 3.684 Monitor3.671 3.566 3.489 Optical Reader3.444 Scale3.179 Card Reader2.476 Thermical Printer2.258 POS / PINPAD2.056 USB Interface1.345 Multifunction Printer557 UPS447 PDA438 Certification Printer738 Laser Printer549 Portable PC Laser Printer 443 Monitor80 79 Scanner Ink Jet Printers 30 Multifunction Printer 29 27 5.423 677 4.746 12% INDUSTRIAL HARDWARE 88% IT HARDWARE 688 100% IT HARDWARE CHARLES VENDOR ollaboration Management Security 1 2 1 2 0 0 Collaboration Management SecurityMobility Devices 2 2 0 1 0 0 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 3 Collaboration SecurityMobility Devices 3 5 3 4 4 2 2 2 Collaboration SecurityMobility Devices 3 5 3 5 2 5 3 5 Personal Device Terminal Multifunction Printer Pontógrafo 57 Scanner51 51 50 Ink Jet Printer47 Optical Reader31 Card Reader27 Thermal Printer26 Monitor Portable PC Hand Scanner 1.879 Fixed PC1.740 764 273 Tagging Device140 Laser Printer135 Scale83 Resolu ção CSCCSC 9:10 He only can start the commercial activity later, after CSC availability. The delay is reflected in scheduled meetings with the customers. 8:40 omer Service sonal mobile, only opens The customer support finds the Management System unavailable. She only can get technical support at 9:00 am, when the CSC opens. She has to wait for 9:00 am, when the CSC opens to start to work. She calls to the Customer Service Center, from his personal mobile, without success. He calls the Customer Service Center, from his personal mobile, without success. The supervisor finds the Management System unavailable. 8:00 SGC The manager finds the Management System unavailable. CSC He can only begin to delegate tasks later, after the CSC availability. The delay is reflected in the company's production. He calls the Customer Service Center, from his personal mobile, without success. It only opens at 8:30 am. Opticon GEO10 Personal Device Terminal 4.544 PDT Base1.428 300 70 The marketing collaborator finds the Management System unavailable. Management 2 2 Management 2 3 Management 3 42 Management 3 4 He calls the Customer Service Center, without success. It only opens at 8:30 am. He has to wait for the CSC support to begin to work. ??? ??? ??? ?????? AGUARDE ??? ??? 9:30 8:15 TRY LATER 8:04 8:16 8:00 The operator finds the Management System unavailable. COSTUMER SERVICE CENTER ??? ??? BRANCH 1 BRANCH 2 9:04 9:16 Portable PC Optical Reader UPS 86 Personal Device Terminal 52 41 40 Scanner33 Ink Jet Printer30 Multifunction Printer26 Hand Scanner Monitor Tagging Scanner 1.187 Fixed PC1.037 927 443 Laser Printer413 Scale156 PDA109 4.617 1.915 2.702 41% INDUSTRIAL HARDWARE 59% IT HARDWARE Multifunction Printer Scale Optical Printer 63 UPS54 53 50 POS / PINPAD41 Thermical Printer 33 Fixed PC Laser Printer 560 Monitor550 127 Hand Scanner99 PDA93 Tagging Device66 1.868 401 1.467 21% INDUSTRIAL HARDWARE 79% IT HARDWARE 1 DISTRIBUTION 2 STORE + AGENTS 3 OPERATION 4 SUPERVISION 5 OFFICE SUSANA SUPERVISOR AMY CUSTOMER SUPPORT OSCAR OPERATOR JAM BACKO Often requires to communicate with operations during the commercial activity, however lacks the means to do it. Sometimes “gives a call” of his personal mobile to the spervisor. Dedicated to customer service support seeks to be updated about company’s offerings. When requires clarifications, during the service support, contacts the Customer Support Center. With some regularity debates with the delay in the start of the day’s work, particularly on Monday. Ensures operations in a work environment that sometimes is repetitive. Works by shifts in a Logistics Processing Center, which operates 24/7. Started as costumer support and today oversees the stores. Comprises the collaboration needs and knows that communicate with who is on the field is sometimes complicated, but essential. Uses CITRIX to access Office. Works in headquarters building and has no need t floor of the Marketing department and meeting roo biggest difficulties felt is due to the lack of space in the information that it generates. 6.272 6.050 Exterior, operations and stores VENDORS 2.582 Stores CUSTOMER SUPPORT Exterior and stores 520 FRANCHISE CUSTOMER SUPPORT Operations 1500 OPERATORS Central buildings and operation 1.694 BUSINESS SUPPORT / HR / 83 Stores STORE MANAGER / SUPERVISOR 100% INDUSTRIAL HARDWARE 33.241 23.721 9.520 71% INDUSTRIAL HARDWARE 29% IT HARDWARE Fixed PC Hand Scanner Tagging Device 3.684 Monitor3.671 3.566 3.489 Optical Reader3.444 Scale3.179 Card Reader2.476 Thermical Printer2.258 POS / PINPAD2.056 USB Interface1.345 Multifunction Printer557 UPS447 PDA438 Certification Printer738 Laser Printer549 5.423 677 4.746 12% INDUSTRIAL HARDWARE 88% IT HARDWARE CHARLES VENDOR Collaboration Management SecurityMobility Devices 1 2 1 2 0 0 2 3 3 4 Collaboration Management SecurityMobility Devices 2 2 0 1 0 0 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 3 Collaboration Mobility Devices 3 5 2 2 2 6:30 SGC The vendor finds the Management System unavailable. Resolu ção CSCCSC 9:10 He only can start the commercial activity later, after CSC availability. The delay is reflected in scheduled meetings with the customers. 8:40 He calls to the Customer Service Center from his personal mobile, without success. It only opens at 8:30 am. 6:40 ... The customer support finds the Management System unavailable. She only can get technical support at 9:00 am, when the CSC opens. She has to wait for 9:00 am, when the CSC opens to start to work. She calls to the Customer Service Center, from his personal mobile, without success. He calls the Customer Service Center, from his personal mobile, without success. The supervisor finds the Management System unavailable. Opticon GEO10 Personal Device Terminal 4.544 PDT Base1.428 300 70 The marketing collaborator finds the Management System unavailable. Management 2 2 Management 2 3 2 He calls the Customer Service Center, without success. It only opens at 8:30 am. He has to wait for the CSC support to begin to work. ??? ??? ??? ?????? AGUARDE ??? ??? TRY LATER 8:04 8:16 8:00 The operator finds the Management System unavailable. 6 work environments Which devices? Storytelling The business strategy What is the ideal model of service delivery? What connectivity model leverages the business? What enterprise mobility? What is the strategic know-how? How to control the adoption of strategic services? What are the evolution drivers? Maintain leadership How to optimize the management of IT park? What is the consolidation strategy? What licenses are redundant? What resources are in excess? Improve efficiency What are the contact points with the customer? What new digital services improve customer experience? How to ensure the security in the new digital services? How to ensure the compliance? Develop new products / services CGD 8 BOARD OF DIRECTIONS BUSINESS UNIT 1 BUSINESS UNIT 2 BUSINESS UNIT 3 COMMUNICATION & MKT OPERATIONS ADMINISTRATIVE & FINANCE HUMAN RESOURCES INFORMARTION SYSTEMS COSTUMER SERVICE CENTER ??? ??? BRANCH 1 BRANCH 2 9:04 9:16 Portable PC Optical Reader UPS 86 Personal Device Terminal 52 41 40 Scanner33 Ink Jet Printer30 Multifunction Printer26 Hand Scanner Monitor Tagging Scanner 1.187 Fixed PC1.037 927 443 Laser Printer413 Scale156 PDA109 4.617 1.915 2.702 41% INDUSTRIAL HARDWARE 59% IT HARDWARE Multifunction Printer Scale Optical Printer 63 UPS54 53 50 POS / PINPAD41 Thermical Printer 33 Fixed PC Laser Printer 560 Monitor550 127 Hand Scanner99 PDA93 Tagging Device66 1.868 401 1.467 21% INDUSTRIAL HARDWARE 79% IT HARDWARE 1 DISTRIBUTION 2 STORE + AGENTS 3 OPERATION 4 SUPERVISION 5 OFFICE 6 COMMERCIAL + MANAGE SUSANA SUPERVISOR AMY CUSTOMER SUPPORT OSCAR OPERATOR JAMES BACKOFFICE TOM BACKOFFICE, O AND STORES Often requires to communicate with operations during the commercial activity, however lacks the means to do it. Sometimes “gives a call” of his personal mobile to the spervisor. Dedicated to customer service support seeks to be updated about company’s offerings. When requires clarifications, during the service support, contacts the Customer Support Center. With some regularity debates with the delay in the start of the day’s work, particularly on Monday. Ensures operations in a work environment that sometimes is repetitive. Works by shifts in a Logistics Processing Center, which operates 24/7. Started as costumer support and today oversees the stores. Comprises the collaboration needs and knows that communicate with who is on the field is sometimes complicated, but essential. Uses CITRIX to access Office. Works in headquarters building and has no need to move beyond the floor of the Marketing department and meeting rooms. One of the biggest difficulties felt is due to the lack of space in the network to store the information that it generates. In constant contact with the professional matters, even outside laptop and VPN. Considers an asset to be able to access app iPad and Smartphone. It is concerned with information securit confidential data. 6.272 6.050 Exterior, operations and stores VENDORS 2.582 Stores CUSTOMER SUPPORT Exterior and stores 520 FRANCHISE CUSTOMER SUPPORT Operations 1500 OPERATORS Central buildings and operations 1.694 BUSINESS SUPPORT / HR / MKT Exterior, central buildings, operations and sto 443 COMMERCIAL / DIRECTION / MANAGE 83 Stores STORE MANAGER / SUPERVISOR 100% INDUSTRIAL HARDWARE 33.241 23.721 9.520 71% INDUSTRIAL HARDWARE 29% IT HARDWARE Fixed PC Hand Scanner Tagging Device 3.684 Monitor3.671 3.566 3.489 Optical Reader3.444 Scale3.179 Card Reader2.476 Thermical Printer2.258 POS / PINPAD2.056 USB Interface1.345 Multifunction Printer557 UPS447 PDA438 Certification Printer738 Laser Printer549 443 80 79 30 29 27 5.423 677 4.746 12% INDUSTRIAL HARDWARE 88% IT HARDWARE 688 100% IT HARDWARE CHARLES VENDOR Collaboration Management SecurityMobility Devices 1 2 1 2 0 0 2 3 3 4 Collaboration Management SecurityMobility Devices 2 2 0 1 0 0 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 3 Collaboration SecurityMobility Devices 3 5 3 4 4 2 2 2 Collaboration SecurityMobility Devices 3 5 3 5 2 5 3 5 Personal Device Terminal Multifunction Printer Pontógrafo 57 Scanner51 51 50 Ink Jet Printer47 Optical Reader31 Card Reader27 Thermal Printer26 Monitor Portable PC Hand Scanner 1.879 Fixed PC1.740 764 273 Tagging Device140 Laser Printer135 Scale83 6:30 SGC The vendor finds the Management System unavailable. Resolu ção CSCCSC 9:10 He only can start the commercial activity later, after CSC availability. The delay is reflected in scheduled meetings with the customers. 8:40 He calls to the Customer Service Center from his personal mobile, without success. It only opens at 8:30 am. 6:40 ... The customer support finds the Management System unavailable. She only can get technical support at 9:00 am, when the CSC opens. She has to wait for 9:00 am, when the CSC opens to start to work. She calls to the Customer Service Center, from his personal mobile, without success. He calls the Customer Service Center, from his personal mobile, without success. The supervisor finds the Management System unavailable. 8:00 SGC The manager finds the Management System unavailable. CSC He can only begin to delegate ta later, after the CSC availability. The delay is reflected in the company's production. He calls the Customer Service Center, from his personal mobile, without success. It only opens at 8:30 am. Opticon GEO10 Personal Device Terminal 4.544 PDT Base1.428 300 70 The marketing collaborator finds the Management System unavailable. Management 2 2 Management 2 3 Management 3 42 Mana 3 He calls the Customer Service Center, without success. It only opens at 8:30 am. He has to wait for the CSC support to begin to work. ??? ??? ??? ?????? AGUARDE ??? ??? 9:30 8:15 TRY LATER 8:04 8:16 8:00 The operator finds the Management System unavailable. ry? business? services? s? park? stomer? mer experience? gital services? COSTUMER SERVICE CENTER ??? ??? BRANCH 1 BRANCH 2 9:04 9:16 Portable PC Optical Reader UPS 86 Personal Device Terminal 52 41 40 Scanner33 Ink Jet Printer30 Multifunction Printer26 Hand Scanner Monitor Tagging Scanner 1.187 Fixed PC1.037 927 443 Laser Printer413 Scale156 PDA109 4.617 1.915 2.702 41% INDUSTRIAL HARDWARE 59% IT HARDWARE Multifunction Printer Scale Optical Printer 63 UPS54 53 50 POS / PINPAD41 Thermical Printer 33 Fixed PC Laser Printer 560 Monitor550 127 Hand Scanner99 PDA93 Tagging Device66 1.868 401 1.467 21% INDUSTRIAL HARDWARE 79% IT HARDWARE 1 DISTRIBUTION 2 STORE + AGENTS 3 OPERATION 4 SUPERVISION 5 OFFICE 6 COMMERCIAL SUSANA SUPERVISOR AMY CUSTOMER SUPPORT OSCAR OPERATOR JAMES BACKOFFICE Often requires to communicate with operations during the commercial activity, however lacks the means to do it. Sometimes “gives a call” of his personal mobile to the spervisor. Dedicated to customer service support seeks to be updated about company’s offerings. When requires clarifications, during the service support, contacts the Customer Support Center. With some regularity debates with the delay in the start of the day’s work, particularly on Monday. Ensures operations in a work environment that sometimes is repetitive. Works by shifts in a Logistics Processing Center, which operates 24/7. Started as costumer support and today oversees the stores. Comprises the collaboration needs and knows that communicate with who is on the field is sometimes complicated, but essential. Uses CITRIX to access Office. Works in headquarters building and has no need to move beyond the floor of the Marketing department and meeting rooms. One of the biggest difficulties felt is due to the lack of space in the network to store the information that it generates. In constant contact with the professio laptop and VPN. Considers an asset iPad and Smartphone. It is concerne confidential data. 6.272 6.050 Exterior, operations and stores VENDORS 2.582 Stores CUSTOMER SUPPORT Exterior and stores 520 FRANCHISE CUSTOMER SUPPORT Operations 1500 OPERATORS Central buildings and operations 1.694 BUSINESS SUPPORT / HR / MKT Exterior, central building 443 COMMERCIAL / DIRECT 83 Stores STORE MANAGER / SUPERVISOR 100% INDUSTRIAL HARDWARE 33.241 23.721 9.520 71% INDUSTRIAL HARDWARE 29% IT HARDWARE Fixed PC Hand Scanner Tagging Device 3.684 Monitor3.671 3.566 3.489 Optical Reader3.444 Scale3.179 Card Reader2.476 Thermical Printer2.258 POS / PINPAD2.056 USB Interface1.345 Multifunction Printer557 UPS447 PDA438 Certification Printer738 Laser Printer549 5.423 677 4.746 12% INDUSTRIAL HARDWARE 88% IT HARDWARE 688 100% IT HARDW CHARLES VENDOR Collaboration Management SecurityMobility Devices 1 2 1 2 0 0 2 3 3 4 Collaboration Management SecurityMobility Devices 2 2 0 1 0 0 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 3 Collaboration SecurityMobility Devices 3 5 3 4 4 2 2 2 Colla Mobility Devices 3 2 5 3 5 Personal Device Terminal Multifunction Printer Pontógrafo 57 Scanner51 51 50 Ink Jet Printer47 Optical Reader31 Card Reader27 Thermal Printer26 Monitor Portable PC Hand Scanner 1.879 Fixed PC1.740 764 273 Tagging Device140 Laser Printer135 Scale83 6:30 SGC The vendor finds the Management System unavailable. Resolu ção CSCCSC 9:10 He only can start the commercial activity later, after CSC availability. The delay is reflected in scheduled meetings with the customers. 8:40 He calls to the Customer Service Center from his personal mobile, without success. It only opens at 8:30 am. 6:40 ... The customer support finds the Management System unavailable. She only can get technical support at 9:00 am, when the CSC opens. She has to wait for 9:00 am, when the CSC opens to start to work. She calls to the Customer Service Center, from his personal mobile, without success. He calls the Customer Service Center, from his personal mobile, without success. The supervisor finds the Management System unavailable. 8:00 SGC The manager finds the Management System unavailable. CSC He calls the Customer Service Center, from his personal mobile, without success It only opens at 8:30 am. Opticon GEO10 Personal Device Terminal 4.544 PDT Base1.428 300 70 The marketing collaborator finds the Management System unavailable. Management 2 2 Management 2 3 Management 3 42 He calls the Customer Service Center, without success. It only opens at 8:30 am. He has to wait for the CSC support to begin to work. ??? ??? ??? ?????? AGUARDE ??? ??? 8:15 TRY LATER 8:04 8:16 8:00 The operator finds the Management System unavailable. s model of service delivery? y model leverages the business? mobility? egic know-how? e adoption of strategic services? tion drivers? the management of IT park? olidation strategy? e redundant? re in excess? tact points with the customer? services improve customer experience? e security in the new digital services? e compliance?
  • 9. SCRIPTS FOR INTERVIEWS SURVEYS FIELD VISITS SCRIPTS FOR INTERVIEWS WITH BUSINESS AREAS FOR INFORMATION ANALYSIS IN A STRUCTURED AND AGILE WAY SURVEYS SENT TO A UNIVERSE OF EMPLOYEES TO IDENTIFY CURRENT USE OF INFRASTRUCTURE AND THEIR NEEDS AND PROBLEMS VISITS TO INSTALATIONS REPRESENTATIVE OF THE EXISTING DIVERSITY, TO OBSERVE ON-SITE THE END-USERS CURRENT NEEDS AND PROBLEMS BUSINESS ASSESSMENT BUSINESS ASSESSMENT TOOLS
  • 10. Portable PC Optical Reader UPS 86 Personal Device Terminal 52 41 40 Scanner33 Ink Jet Printer30 Multifunction Printer26 Hand Scanner Monitor Tagging Scanner 1.187 Fixed PC1.037 927 443 Laser Printer413 Scale156 PDA109 4.617 1.915 2.702 41% INDUSTRIAL HARDWARE 59% IT HARDWARE Multifunction Printer Scale Optical Printer 63 UPS54 53 50 POS / PINPAD41 Thermical Printer 33 Fixed PC Laser Printer 560 Monitor550 127 Hand Scanner99 PDA93 Tagging Device66 1.868 401 1.467 21% INDUSTRIAL HARDWARE 79% IT HARDWARE 3 OPERATION 4 SUPERVISION 5 OFFICE 6 COMMERCIAL + MANAGEMENT SUSANA SUPERVISOR OSCAR OPERATOR JAMES BACKOFFICE TOM BACKOFFICE, OPERATIONS AND STORES Ensures operations in a work environment that sometimes is repetitive. Works by shifts in a Logistics Processing Center, which operates 24/7. Started as costumer support and today oversees the stores. Comprises the collaboration needs and knows that communicate with who is on the field is sometimes complicated, but essential. Uses CITRIX to access Office. Works in headquarters building and has no need to move beyond the floor of the Marketing department and meeting rooms. One of the biggest difficulties felt is due to the lack of space in the network to store the information that it generates. In constant contact with the professional matters, even outside the typical job site, uses his laptop and VPN. Considers an asset to be able to access applications and information through iPad and Smartphone. It is concerned with information security and the potential loss of confidential data. Operations 1500 OPERATORS Central buildings and operations 1.694 BUSINESS SUPPORT / HR / MKT Exterior, central buildings, operations and stores 443 COMMERCIAL / DIRECTION / MANAGEMENT 83 Stores STORE MANAGER / SUPERVISOR Portable PC Laser Printer 443 Monitor80 79 Scanner Ink Jet Printers 30 Multifunction Printer 29 27 5.423 677 4.746 12% INDUSTRIAL HARDWARE 88% IT HARDWARE 688 100% IT HARDWARE Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 2 Collaboration SecurityMobility Devices 2 2 2 2 2 2 2 3 Collaboration SecurityMobility Devices 3 5 3 4 4 2 2 2 Collaboration SecurityMobility Devices 3 5 3 5 2 5 3 5 Personal Device Terminal Multifunction Printer Pontógrafo 57 Scanner51 51 50 Ink Jet Printer47 Optical Reader31 Card Reader27 Thermal Printer26 Monitor Portable PC Hand Scanner 1.879 Fixed PC1.740 764 273 Tagging Device140 Laser Printer135 Scale83 She has to wait for 9:00 am, when the CSC opens to start to work. He calls the Customer Service Center, from his personal mobile, without success. The supervisor finds the Management System unavailable. 8:00 SGC The manager finds the Management System unavailable. CSC He can only begin to delegate tasks later, after the CSC availability. The delay is reflected in the company's production. He calls the Customer Service Center, from his personal mobile, without success. It only opens at 8:30 am. The marketing collaborator finds the Management System unavailable. Management 2 2 Management 2 3 Management 3 42 Management 3 4 He calls the Customer Service Center, without success. It only opens at 8:30 am. He has to wait for the CSC support to begin to work. ??? ??? ??? ?????? AGUARDE ??? ??? 9:30 8:158:04 8:16 8:00 The operator finds the Management System unavailable. AMY CUSTOMER SUPPORT 38 years Dedicated to customer service support seeks to be updated about company’s offerings. When requires clarifications, during the service support, contacts the Customer Support Center. With some regularity debates with the delay in the start of the day’s work, particularly on Monday. How many they are: 2200 Who they represent: CUSTOMER SUPPORT / FRANCHISE CUSTOMER SUPPORT Where they are:: Stores and Exterior Key features of the current situation Collaboration BASIC Collaboration, INSIDE the network Management Without management capacity Security BASIC Control, INSIDE the network Mobility SIMPLE Mobility, INSIDE the network Devices Uses SEVERAL devices, INSIDE the network USER TYPES, THE USED DEVICES, NEEDS, PROBLEMS EXPERIENCED AND DESIRES FOR THE FUTURE REPRESENTATIVE FIELD DATA OF END-USERS DELIVERABLES RESULTS PERSONAS BUSINESS ASSESSMENT INFOGRAPHIC BUSINESS ASSESSMENT REPORT 01 02 03 01 02 03 Por último, foi também pedido aos presentes no workshop para preencher um inquérito em papel (Anexo A.14) para partilharem o seu entendimento da situação atual de cada uma das Personas em 5 dimensões (Colaboração, Gestão, Segurança, Mobilidade e Dispositivos) assim como a sua visão sobre as necessidades de futuro, nestas mesmas dimensões, de forma a identificar Iniciativas de transformação adicionais e corroborar algumas das conclusões do terreno. As dimensões de análise, comuns a todas as personas, encontram-se listadas na tabela seguinte e não pretendem representar uma escala de crescendo de funcionalidades mas sim uma forma simples de cruzar dois grandes eixos de abstração tecnológica:  Se os requisitos identificados numa determinada dimensão são BÁSICOS ou AVANÇADOS;  E se esses requisitos existem unicamente DENTRO ou FORA da rede CTT. Tabela 21 – Dimensões de análise das Personas NÍVEL COLABORAÇÃO GESTÃO SEGURANÇA MOBILIDADE DISPOSITIVOS 0 Não aplicável Não aplicável Não aplicável Não aplicável Não aplicável 1 Sem acesso Sem capacidade de gestão Sem controlo Sem apoio Sem acesso 2 Colaboração BÁSICA, DENTRO da rede Gestão PARCIAL dos dispositivos, DENTRO da rede Controlo BÁSICO, DENTRO da rede Mobilidade SIMPLES, DENTRO da rede Utiliza UM dispositivo, DENTRO da rede 3 Colaboração BÁSICA, FORA da rede Gestão PARCIAL dos dispositivos, FORA da rede Controlo BÁSICO, FORA da rede Mobilidade SIMPLES, FORA da rede Utiliza UM dispositivo, FORA da rede 4 Colaboração AVANÇADA, DENTRO da rede Gestão TOTAL dos dispositivos, DENTRO da rede Controlo AVANÇADO, DENTRO da rede Mobilidade AVANÇADA, DENTRO da rede Utiliza VÁRIOS dispositivos, DENTRO da rede 5 Colaboração AVANÇADA, FORA da rede Gestão TOTAL dos dispositivos, FORA da rede Controlo AVANÇADO, FORA da rede Mobilidade AVANÇADA, FORA da rede Utiliza VÁRIOS dispositivos, FORA da rede O Poster final das Personas e os diagramas em “aranha” aqui apresentados em seguida resultam já da consolidação da informação recolhidas nestes 3 workshops. O resumo de cada workshop pode ser visualizado nos Anexos A.16, A.17 e A.18. Contudo, é importante reforçar que nem todos os requisitos identificados podem, forçosamente, originar uma iniciativa integrada neste Plano de Transformação Em seguida, apresentamos a nossa visão das Personas CTT, resultantes de todo o trabalho de levantamento e consolidação aqui descrito. BUSINESS ASSESSMENT BUSINESS ASSESSMENT DELIVERABLES
  • 12. EVOLUTION STRATEGY EVOLUTION STRATEGY INFOGRAPHIC Stores Operating and management lower costs 1. Unique structure of service delivery / 2. Fewer resources to manage a data center (~1:100) / 3. Unique system of backup, communications and cooling Ability to predict the impact of a new application / service (Predictability) 1. Predictive risk analysis / 2. Advanced model for scenarios construction / 3. Logs analysis in real time and root cause analisys End to End monitoring of the whole platform (visibility) 1. Predictive consumptions analysis / 2. Detailed and customizable reports Management Control 1. Detailed analysis of hardware wear / 2. Possibility of chargeback / 3. Management of service level Management of services delivered to business (agility) 1. IT services catalog / 2. Consumption model (chargeback / showback) / 3. Definition of models and price model of relationship with stakeholders Public Public Network Switching Storage Webserver Database server Computing Disc Tape Backup Array Storage PHYSICAL 30% VIRTUAL 70% Single vendor Single vendor Dual vendor Dual vendor Approximatereduction inrackspaceoccupation Consolidation Private Private Private Private 85% COMMUNICATIONSMETHODOLOGY SYSTEMS 2018 - HYBRID CLOUD Public Cloud Private Cloud Private Cloud Private Cloud MAIN SITE Monitoring and Reporting Analyzes predictive Charge Back Security / High availability Processes automation SITE DISASTER RECOVERY Tiers PRODUTION QUALITY DEVELOPMENT DISASTER RECOVER BACKUP Standard environments Noncritical applications 70% Application Architecture Backup to disk Backup window reduction up to 80% Monthly Backup toTape (for long term retention) Critical Applications 30% SECURITY Self-service Fleet Stations Store Store + Other Data center Headquarters Center + Store Operation Center O perations Clients Messaging VideoMobile voice Fixed voice Internal DEFINE Pattern analysis Goals Definition BUILDINGS Mobile Collaborator Messaging Videoconference Fixed Voice PARTNERS External Messaging Videoconference STORES AND CENTERS CLIENTS Messaging Mobile Voice Mobile Collaborator Messaging Videoconference Fixed Voice People Interaction Networking Workshops Instrumentation Interviews Interviews with business leaders Functional Observation Surveys 150 15 15 Documentation 2 2 AS IS CUSTOMER JOURNEY CO-CREATION 15 Strategy Workshops with stakeholders Business Relevance Centers Remote Access Partners Institutional Sites Firewall VPN VPN Proxy 5 Public Public 15%New business 15%New business 15%New business 15%New business Marketing Clients VPN 3:00 VPN Collaborators VPN Main Site Headquarters Collaborators Partners Workshops with other relevant staff 2 Consistency in the integrated channel experience A Culture, the same experience Fax Web Smartphones Tablets E-mail Instant Messaging Wireless Collaborators Transport Firewall VPN VPN Collaborators VPN Internet Self-service Tablet Smartphone Customer Service Center Visibility Control Agility Target audience: Management Target audience: IT Operations Target audience: Business Target audience: Management Collaboration Robust coexistence between digital and physical Centers Supporting digital offer on physical business Stores Videoconference Increase operations resilience and availability levels Infrastructure prepared for predictable growth bandwidth consumption Closer to the customer Data center with different services treatment Greater application control through the delivery chain COLLABORATION NEW OMNICHANNEL MODEL WITH INTEGRATION AND UNIFICATION OF VIDEO AND MESSAGING SERVICES INFORMATION SECURITY ISOLATION IN THE SYSTEMS ACCESS AREAS TO AVOID CONTAGION TO BUSINESS PROCESSES COMMUNICATIONS ALLOCATION OF MORE RESOURCES IN A SHORTER TIME TO CRITICAL AREAS TO MEET BUSINESS NEEDS DATA CENTER DIGITAL WORKPLACE SOFTWARE INCORPORATION IN DATA CENTER CONTROL THAT ALLOWS HIGH-SPEED ACCESS TO THE SERVICE AND OPERATING COST REDUCTION CHARACTERIZED BY A FULL MANAGEMENT OF ALL DEVICES THAT ACCESS TO CORPORATE RESOURCES, WHETHER THEY ARE ON THE INTERNAL NETWORK OR ON THE EXTERNAL NETWORK, PROPERTY OF COMPANY OR ITS EMPLOYEES Operating and management lower costs 1. Unique structure of service delivery / 2. Fewer resources to manage a data center (~1:100) / 3. Unique system of backup, communications and cooling Ability to predict the impact of a new application / service (Predictability) 1. Predictive risk analysis / 2. Advanced model for scenarios construction / 3. Logs analysis in real time and root cause analisys End to End monitoring of the whole platform (visibility) 1. Predictive consumptions analysis / 2. Detailed and customizable reports Management Control 1. Detailed analysis of hardware wear / 2. Possibility of chargeback / 3. Management of service level Management of services delivered to business (agility) 1. IT services catalog / 2. Consumption model (chargeback / showback) / 3. Definition of models and price model of relationship with stakeholders Public Public Network Switching Storage Webserver Database server Computing Disc Tape Backup Array Storage PHYSICAL 30% VIRTUAL 70% Single vendor Single vendor Dual vendor Dual vendor Approximatereduction inrackspaceoccupation Consolidation Private Private Private Private 85% COMMUNICATIONS SYSTEMS 2018 - HYBRID CLOUD Public Cloud Private Cloud Private Cloud Private Cloud MAIN SITE Monitoring and Reporting Analyzes predictive Charge Back Security / High availability Processes automation SITE DISASTER RECOVERY Tiers PRODUTION QUALITY DEVELOPMENT DISASTER RECOVER BACKUP Standard environments Noncritical applications 70% Application Architecture Backup to disk Backup window reduction up to 80% Monthly Backup toTape (for long term retention) Critical Applications 30% SECURITY Self-service Fleet Stations Store Store + Other Data center Headquarters Center + Store Operation Center O perations Clients Messaging VideoMobile voice Fixed voice Internal alysis nition BUILDINGS Mobile Collaborator Messaging Videoconference Fixed Voice PARTNERS External Messaging Videoconference STORES AND CENTERS CLIENTS Messaging Mobile Voice Mobile Collaborator Messaging Videoconference Fixed Voice People Interaction Networking on th business leaders Observation 150 15 15 n 2 2 15 ith stakeholders evance Centers Institutional Sites Firewall VPN 5 Public Public 15%New business 15%New business 15%New business 15%New business Marketing 3:00 Partners ith other relevant staff 2 Consistency in the integrated channel experience A Culture, the same experience Fax Web Smartphones Tablets E-mail Instant Messaging Wireless Collaborators Transpo Firewall VPN Collaborators VPN Self-service Tablet Smartphone Customer Service Center Visibility Control Agility ement rations ss ement Collaboration Robust coexistence between digital and physical Centers Supporting digital offer on physical business Stores Videoconference Increase operations resilience and availability levels Infrastructure prepared for predictable growth bandwidth consumption Closer to the customer Data center with different services treatment Greater application control through the delivery chain Operating and management lower costs 1. Unique structure of service delivery / 2. Fewer resources to manage a data center (~1:100) / 3. Unique system of backup, communications and cooling Ability to predict the impact of a new application / service (Predictability) 1. Predictive risk analysis / 2. Advanced model for scenarios construction / 3. Logs analysis in real time and root cause analisys End to End monitoring of the whole platform (visibility) 1. Predictive consumptions analysis / 2. Detailed and customizable reports Management Control 1. Detailed analysis of hardware wear / 2. Possibility of chargeback / 3. Management of service level Management of services delivered to business (agility) 1. IT services catalog / 2. Consumption model (chargeback / showback) / 3. Definition of models and price model of relationship with stakeholders Public Public Network Switching Storage Webserver Database server Computing Disc Tape Backup Array Storage PHYSICAL 30% VIRTUAL 70% Single vendor Single vendor Dual vendor Dual vendor Approximatereduction inrackspaceoccupation Consolidation Private Private Private Private 85% COMMUNICATIONSODOLOGY SYSTEMS 2018 - HYBRID CLOUD Public Cloud Private Cloud Private Cloud Private Cloud MAIN SITE Monitoring and Reporting Analyzes predictive Charge Back Security / High availability Processes automation SITE DISASTER RECOVERY Tiers PRODUTION QUALITY DEVELOPMENT DISASTER RECOVER BACKUP Standard environments Noncritical applications 70% Application Architecture Backup to disk Backup window reduction up to 80% Monthly Backup toTape (for long term retention) Critical Applications 30% S Self-service Fleet Stations Store Store + Other Data center Headquarters Center + Store Operation Center O perations Clients Messaging VideoMobile voice Fixed voice Internal NE Pattern analysis Goals Definition BUILDINGS Mobile Collaborator Messaging Videoconference Fixed Voice PARTNERS External Messaging Videoconference STORES AND CENTERS CLIENTS Messaging Mobile Voice Mobile Collaborator Messaging Videoconference Fixed Voice People Interaction Networking Workshops Instrumentation Interviews Interviews with business leaders Functional Observation Surveys 150 15 15 Documentation 2 2 IS OMER JOURNEY O-CREATION 15 Strategy Workshops with stakeholders Business Relevance Cente 5 Public Public 15%New business 15%New business 15%New business 15%New business Marketing 3:00 Workshops with other relevant staff 2 Consistency in the integrated channel experience A Culture, the same experience Fax Web Smartphones Tablets E-mail Instant Messaging Wireless Self-service Tablet Smartphone Customer Service Center Visibility Control Agility Target audience: Management Target audience: IT Operations Target audience: Business Target audience: Management Collaboration Robust coexistence between digital and physical Centers Supporting digital offer on physical business Stores Videoconference Increase operations resilience and availability levels Infrastructure prepared for predictable growth bandwidth consumption Closer to the customer Data center with different services treatment Greater application control through the delivery chain Stores Operating and management lower costs 1. Unique structure of service delivery / 2. Fewer resources to manage a data center (~1:100) / 3. Unique system of backup, communications and cooling Ability to predict the impact of a new application / service (Predictability) 1. Predictive risk analysis / 2. Advanced model for scenarios construction / 3. Logs analysis in real time and root cause analisys End to End monitoring of the whole platform (visibility) 1. Predictive consumptions analysis / 2. Detailed and customizable reports Management Control 1. Detailed analysis of hardware wear / 2. Possibility of chargeback / 3. Management of service level Management of services delivered to business (agility) 1. IT services catalog / 2. Consumption model (chargeback / showback) / 3. Definition of models and price model of relationship with stakeholders Public Public Network Switching Storage Webserver Database server Computing Disc Tape Backup Array Storage PHYSICAL 30% VIRTUAL 70% Single vendor Single vendor Dual vendor Dual vendor Approximatereduction inrackspaceoccupation Consolidation Private Private Private Private 85% SYSTEMS 2018 - HYBRID CLOUD Public Cloud Private Cloud Private Cloud Private Cloud MAIN SITE Monitoring and Reporting Analyzes predictive Charge Back Security / High availability Processes automation SITE DISASTER RECOVERY Tiers PRODUTION QUALITY DEVELOPMENT DISASTER RECOVER BACKUP Standard environments Noncritical applications 70% Application Architecture Backup to disk Backup window reduction up to 80% Monthly Backup toTape (for long term retention) Critical Applications 30% SECURITY O perations Messaging VideoMobile voice Fixed voice eoconference PARTNERS External Messaging Videoconference NTERS CLIENTS Messaging Mobile Voice deoconference Centers Remote Access Partners Institutional Sites Firewall VPN VPN Proxy Public Public 15%New business 15%New business 15%New business 15%New business Marketing Clients VPN 3:00 VPN Collaborators VPN Main Site Headquarters Collaborators Partners Fax Web Smartphones Tablets E-mail Instant Messaging Wireless Collaborators Transport Firewall VPN VPN Collaborators VPN Internet Self-service Tablet Smartphone Customer Service Center Visibility Control Agility Robust coexistence between digital and physical Centers Supporting digital offer on physical business Stores Videoconference lability pared for wth bandwidth ustomer th different services ication control through the in Operating and management lower costs 1. Unique structure of service delivery / 2. Fewer resources to manage a data center (~1:100) / 3. Unique system of backup, communications and cooling Ability to predict the impact of a new application / service (Predictability) 1. Predictive risk analysis / 2. Advanced model for scenarios construction / 3. Logs analysis in real time and root cause analisys End to End monitoring of the whole platform (visibility) 1. Predictive consumptions analysis / 2. Detailed and customizable reports Management Control 1. Detailed analysis of hardware wear / 2. Possibility of chargeback / 3. Management of service level Management of services delivered to business (agility) 1. IT services catalog / 2. Consumption model (chargeback / showback) / 3. Definition of models and price model of relationship with stakeholders Public Public Network Switching Storage Webserver Database server Computing Disc Tape Backup Array Storage PHYSICAL 30% VIRTUAL 70% Single vendor Single vendor Dual vendor Dual vendor Approximatereduction inrackspaceoccupation Consolidation Private Private Private Private 85% COMMUNICATIONS SYSTEMS 2018 - HYBRID CLOUD Public Cloud Private Cloud Private Cloud Private Cloud MAIN SITE Monitoring and Reporting Analyzes predictive Charge Back Security / High availability Processes automation SITE DISASTER RECOVERY Tiers PRODUTION QUALITY DEVELOPMENT DISASTER RECOVER BACKUP Standard environments Noncritical applications 70% Application Architecture Backup to disk Backup window reduction up to 80% Monthly Backup toTape (for long term retention) Critical Applications 30% SECURITY Self-service Fleet Stations Store Store + Other Data center Headquarters Center + Store Operation Center O perations Clients Messaging VideoMobile voice Fixed voice Internal BUILDINGS Mobile Collaborator Messaging Videoconference Fixed Voice PARTNERS External Messaging Videoconference STORES AND CENTERS CLIENTS Messaging Mobile Voice Mobile Collaborator Messaging Videoconference Fixed Voice People Interaction Networking Centers Institutional Sites Firewall VPN Public Public 15%New business 15%New business 15%New business 15%New business Marketing 3:00 Main Site Headquarter Partners Consistency in the integrated channel experience A Culture, the same experience Fax Web Smartphones Tablets E-mail Instant Messaging Wireless Collaborators Transport Firewall VPN Collaborators VPN Self-service Tablet Smartphone Customer Service Center Visibility Control Agility Collaboration Robust coexistence between digital and physical Centers Supporting digital offer on physical business Stores Videoconference Increase operations resilience and availability levels Infrastructure prepared for predictable growth bandwidth consumption Closer to the customer Data center with different services treatment Greater application control through the delivery chain Operating and management lower costs 1. Unique structure of service delivery / 2. Fewer resources to manage a data center (~1:100) / 3. Unique system of backup, communications and cooling Ability to predict the impact of a new application / service (Predictability) 1. Predictive risk analysis / 2. Advanced model for scenarios construction / 3. Logs analysis in real time and root cause analisys End to End monitoring of the whole platform (visibility) 1. Predictive consumptions analysis / 2. Detailed and customizable reports Management Control 1. Detailed analysis of hardware wear / 2. Possibility of chargeback / 3. Management of service level Management of services delivered to business (agility) 1. IT services catalog / 2. Consumption model (chargeback / showback) / 3. Definition of models and price model of relationship with stakeholders Public Public Network Switching Storage Webserver Database server Computing Disc Tape Backup Array Storage PHYSICAL 30% VIRTUAL 70% Single vendor Single vendor Dual vendor Dual vendor Approximatereduction inrackspaceoccupation Consolidation Private Private Private Private 85% COMMUNICATIONS SYSTEMS 2018 - HYBRID CLOUD Public Cloud Private Cloud Private Cloud Private Cloud MAIN SITE Monitoring and Reporting Analyzes predictive Charge Back Security / High availability Processes automation SITE DISASTER RECOVERY Tiers PRODUTION QUALITY DEVELOPMENT DISASTER RECOVER BACKUP Standard environments Noncritical applications 70% Application Architecture Backup to disk Backup window reduction up to 80% Monthly Backup toTape (for long term retention) Critical Applications 30% SECURITY Self-service Fleet Stations Store Store + Other Data center Headquarters Center + Store Operation Center O perations Clients Messaging VideoMobile voice Fixed voice Internal n analysis Definition BUILDINGS Mobile Collaborator Messaging Videoconference Fixed Voice PARTNERS External Messaging Videoconference STORES AND CENTERS CLIENTS Messaging Mobile Voice Mobile Collaborator Messaging Videoconference Fixed Voice People Interaction Networking ps entation ws ews with business leaders onal Observation s 150 15 15 ntation 2 2 15 gy ops with stakeholders s Relevance Centers Institutional Sites Firewall VPN 5 Public Public 15%New business 15%New business 15%New business 15%New business Marketing 3:00 Pa ops with other relevant staff 2 Consistency in the integrated channel experience A Culture, the same experience Fax Web Smartphones Tablets E-mail Instant Messaging Wireless Collaborators Fire VPN Collaborators VPN Self-service Tablet Smartphone Customer Service Center Visibility Control Agility Management T Operations Business Management Collaboration Robust coexistence between digital and physical Centers Supporting digital offer on physical business Stores Videoconference Increase operations resilience and availability levels Infrastructure prepared for predictable growth bandwidth consumption Closer to the customer Data center with different services treatment Greater application control through the delivery chain
  • 13. EVOLUTION STRATEGY EVOLUTION STRATEGY DELIVERABLES Stores Operating and management lower costs 1. Unique structure of service delivery / 2. Fewer resources to manage a data center (~1:100) / 3. Unique system of backup, communications and cooling Ability to predict the impact of a new application / service (Predictability) 1. Predictive risk analysis / 2. Advanced model for scenarios construction / 3. Logs analysis in real time and root cause analisys End to End monitoring of the whole platform (visibility) 1. Predictive consumptions analysis / 2. Detailed and customizable reports Management Control 1. Detailed analysis of hardware wear / 2. Possibility of chargeback / 3. Management of service level Management of services delivered to business (agility) 1. IT services catalog / 2. Consumption model (chargeback / showback) / 3. Definition of models and price model of relationship with stakeholders Public Public Network Switching Storage Webserver Database server Computing Disc Tape Backup Array Storage PHYSICAL 30% VIRTUAL 70% Single vendor Single vendor Dual vendor Dual vendor Approximatereduction inrackspaceoccupation Consolidation Private Private Private Private 85% COMMUNICATIONSOGY SYSTEMS 2018 - HYBRID CLOUD Public Cloud Private Cloud Private Cloud Private Cloud MAIN SITE Monitoring and Reporting Analyzes predictive Charge Back Security / High availability Processes automation SITE DISASTER RECOVERY Tiers PRODUTION QUALITY DEVELOPMENT DISASTER RECOVER BACKUP Standard environments Noncritical applications 70% Application Architecture Backup to disk Backup window reduction up to 80% Monthly Backup toTape (for long term retention) Critical Applications 30% SECURITY Self-service Fleet Stations Store Store + Other Data center Headquarters Center + Store Operation Center O perations Clients Messaging VideoMobile voice Fixed voice Internal Pattern analysis Goals Definition BUILDINGS Mobile Collaborator Messaging Videoconference Fixed Voice PARTNERS External Messaging Videoconference STORES AND CENTERS CLIENTS Messaging Mobile Voice Mobile Collaborator Messaging Videoconference Fixed Voice People Interaction Networking Workshops Instrumentation Interviews Interviews with business leaders Functional Observation Surveys 150 15 15 Documentation 2 2 JOURNEY ATION 15 Strategy Workshops with stakeholders Business Relevance Centers Remote Access Partners Institutional Sites Firewall VPN VPN Proxy 5 Public Public 15%New business 15%New business 15%New business 15%New business Marketing Clients VPN 3:00 VPN Collaborators VPN Main Site Headquarters Collaborators Partners Workshops with other relevant staff 2 Consistency in the integrated channel experience A Culture, the same experience Fax Web Smartphones Tablets E-mail Instant Messaging Wireless Collaborators Transport Firewall VPN VPN Collaborators VPN Internet Self-service Tablet Smartphone Customer Service Center Visibility Control Agility Target audience: Management Target audience: IT Operations Target audience: Business Target audience: Management Collaboration Robust coexistence between digital and physical Centers Supporting digital offer on physical business Stores Videoconference Increase operations resilience and availability levels Infrastructure prepared for predictable growth bandwidth consumption Closer to the customer Data center with different services treatment Greater application control through the delivery chain TECHNICAL ARCHITECTURE DEFINED BENCHMARKING WITH A REFERENCE MODEL DELIVERABLES EVOLUTION STRATEGY INFOGRAPHIC EVOLUTION STRATEGY REPORT WITH FUTURE TECHNICAL ARCHITECTURE INFORMATION SECURITY DIGITAL WORKPLACE COLLABORATION DATA CENTER COMMUNICATION 0101 01 02 2.1 2.2 RESULTS 2.1 2.5 2.2 2.3 2.4 2.3 2.4 2.5
  • 15. Map based on 4 transformation CYCLES What is the evolution? A journey of transformation in four times What is the duration? Main motivations and focus given to each cycle of transformation. Costs Reduction Business Compliance Business Growth Business Continuity Data center Digital Workplace Communications Information Security B E N E F I T S P I L L A R S Ok! Fax Data protection Data center upgrade Web Smartphones Tablets E-mail Instant Messaging Information Display 5645 7232 3012 Nº 965 1523 318 7 54 18 99% 96% 95% 92% City 924 260 28 0 0 Connecting People 5645 7232 Security Business Growth 8 Costs Reduction 11 Business Compliance 5 Business Continuity 1 44% 32% 20% 4% M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 YEAR 1 YEAR 2 YEAR 3 2 CYCLEnd 1 CYCLEst 3 CYCLErd 4 CYCLEth 1 CYCLE BUILDING PLATFORMst 2 CYCLE SECURING INDUSTRIAL ENVIRONMENTnd 3 CYCLE ENABLING DATA NETWORKrd 4 CYCLE CONNECTING PEOPLE AND DEVICESth M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 YEAR 4 TRANSFORMATION PLAN TRANSFORMATION PLAN INFOGRAPHIC INITIATIVES DESCRIPTION BY NATURE TRANSFORMATION ROADMAP TRANSFORMATION CYCLE DISTRIBUTION OF BUSINESS DECISION CRITERIA OF INVESTMENTS PRIORITIZATION AND SCHEDULING OF INITIATIVES BY TRANSFORMATION CYCLE CONCEPTUAL VISION OF EACH TRANSFORMATION CYCLE based transformation LES s the evolution? urney ansformation ur times s the duration? otivations and focus given cycle of transformation. sts Reduction siness Compliance siness Growth siness Continuity Data center Digital Workplace Communications Information Security P I L L A R S Ok! Fax Data protection Data center upgrade Web Smartphones Tablets E-mail Instant Messaging Security Business Growth 8 Costs Reduction 11 Business Compliance 5 Business Continuity 1 44% 32% 20% 4% M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 YEAR 1 YEAR 2 YEAR 3 2 CYCLEnd 1 CYCLEst 3 CYCLErd 1 CYCLE BUILDING PLATFORMst 2 CYCLE SECURING INDUSTRIAL ENVIRONMENTnd 3 CYCLE ENABLING DATA NETWORKrd 4th M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 M Ok! Fax Web Smartphones Tablets E-mail Instant Messaging Information 5645 7232 3012 Nº 99% 96% 95% 92% City Connecting People 5645 7232 Security 8 s ty 1 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 YEAR 1 YEAR 2 YEAR 3 2 CYCLEnd 1 CYCLEst 3 CYCLErd 4 Cth 2 CYCLE SECURING INDUSTRIAL ENVIRONMENTnd 3 CYCLE ENABLING DATA NETWORKrd 4 CYCLE CONNECTING PEOth M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M Ok! Fax Web Smartphones Tablets E-mail Instant Messaging Information Display 5645 7232 3012 Nº 965 1523 318 7 54 18 99% 96% 95% 92% City 924 260 28 0 0 Connecting People 5645 7232 Security M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 YEAR 1 YEAR 2 YEAR 3 2 CYCLEnd 1 CYCLEst 3 CYCLErd 4 CYCLEth CYCLE SECURING INDUSTRIAL ENVIRONMENT 3 CYCLE ENABLING DATA NETWORKrd 4 CYCLE CONNECTING PEOPLE AND DEVICESth M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 YEAR 4 “44% OF THE ES TIMATED INVESTMENT IN IT OPERATING COSTS REDUCTION” “4 YEARS TO INVESTMENT RECOVERY BY CUTTING IN THE CURRENT EXPENSE WITH MODERNIZATION AND FASTER ACCESS TO IT SERVICES”
  • 16. TRANSFORMATION PLAN TRANSFORMATION PLAN DELIVERABLES Programa de renovação e expansão das infraestruturas de TININGFUL IT Plano de transformação Calendário de execução M2M1 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 ANO 1 ANO 2 ANO 3 PRJ.PEI.03 - CONSTRUÇÃO DE PLATAFORMA DE VIRTUALIZAÇÃO X86 INI.SDC.006 - PLATAFORMA DE VIRTUALIZAÇÃO X86: Normalização solução existente; INI.SDC.007 - Aplicações críticas; INI.SDC.008 - Aplicações não críticas; INI.SDC.029 - Renovação de servidores físicos PRJ.PEI.04 - GESTÃO DE ATIVOS TI INI.SDC.019 - CMDB and Asset Management PRJ.PEI.05 - MONITORIZAÇÃO DE DADOS PARA SUPORTE À DECISÃO INI.SDC.014 - Monitorização da Infraestrutura Datacenter (6); INI.SDC.015 - Gestão dos serviços prestados ao Negócio (3); INI.SEG.003 - MODELO QUALITATIVO DE GESTÃO AVALIAÇÃO E MITIGAÇÃO DE RISCOS DE SEGURANÇA; INI.SRD.008 - Enpowerment IT (3); INI.PCO.004 - Portal de Gestão e Operação (3) PRJ.PEI.06 - DEFINIÇÃO DE UM CATÁLOGO DE BENS E SERVIÇOS DE TI INI.SDC.017 - Catálogo de Procurement PRJ.PEI.07 - CONSOLIDAÇÃO DE STORAGE INI.SDC.005 - Renovação SAN Switching do site Imopolis PRJ.PEI.07 - CONSOLIDAÇÃO DE STORAGE INI.SDC.027 - Atualização storage site NorteShopping (3); INI.SDC.028 - Avaliar Migrações Unix para x86 (3) PRJ.PEI.08 - REVISÃO DE POLITICA DE PROTEÇÃO DE DADOS INI.SDC.013 - Solução Convergente PRJ.PEI.08 - REVISÃO DE POLITICA DE PROTEÇÃO DE DADOS INI.SDC.012 - Redefinição de políticas de backup PRJ.PEI.09 - NORMALIZAÇÃO DOS AMBIENTES APLICACIONAIS INI.SDC.001 - Normalização dos hostnames (1); INI.SDC.002 - Normalização dos ambientes aplicacionais (3) PRJ.PEI.10 - SOLUÇÃO DE CONTINUIDADE DE NEGÓCIO INI.SDC.020 - Site Disaster Recovery: Definição da Estratégia (3); PRJ.PEI.10 - SOLUÇÃO DE CONTINUIDADE DE NEGÓCIO INI.SDC.021 - Arquitectura x86 para recuperação de desastre PRJ.PEI.11 - ATUALIZAÇÃO TECNOLÓGICA DE SEGURANÇA PERIMÉTRICA INI.SEG.001 - Atualizar Tecnologia (3); INI.SEG.002 - Reforçar Infra-estrutura de segurança operacional (3) PRJ.PEI.12 - CONTROLAR ACESSO À REDE E IDENTIDADES PRIVILEGIADASINI.SEG.006 INI.SEG.007 - Controlar o acesso à rede e os utilizadores privilegiados PRJ.PEI.13 - PROTEÇÃO E CONTROLO DE INFORMAÇÃO INI.TPT.006 - Proteção e Controlo de Informação (6); INI.TPT.005 - Encriptação dos Portáteis (3) PRJ.PEI.14 - ANÁLISE E GESTÃO DE RISCO INI.SEG.007 - Monitorizar e detetar intrusos (18); INI.SEG.005 - Análise de rating do risco DO IT (18); INI.SEG.004 - Teste de intrusão periódicos(18) PRJ.PEI.15 - MODERNIZAÇÃO DE MODELO DE CONECTIVIDADE DA REDE DE OPERAÇÕES INI.SRD.001 - Modernização de modelo de conectividade da rede de operações (6); INI.SRD.004 - Encriptação Tráfego Critico Negócio (3); INI.SRD.006 - Reforço de visibilidade e controlo aplicacional (3) PRJ.PEI.16 - EXPANSÃO DE CONETIVIDADE WIRELESS OPERAÇÕES E LOJAS INI.SRD.002 - Comunidade Cliente (6); INI.SRD.00 - Comunidade Operações (3) PRJ.PEI.16 - EXPANSÃO DE CONETIVIDADE WIRELESS OPERAÇÕES E LOJAS INI.SRD.002 - Comunidade Cliente (6); INI.SRD.00 - Comunidade Operações (3) PRJ.PEI.17 - EVOLUÇÃO CORE COMUNICAÇÕES INI.SRD.009 - Migração Extranet (3) PRJ.PEI.18 - CONSOLIDAÇÃO DO SERVIÇO DE VOZ FIXA INI.PCO.001 - Consolidação do Serviço de Voz Fixa PRJ.PEI.19 - EVOLUÇÃO DA PLATAFORMA DE VIDEO INI.PCO.002 - Plataforma de Vídeo PRJ.PEI.20 - PLANO DE ADOÇÃO TECNOLÓGICO INI.PCO.003 - Plano de Adoção Tecnológico; INI.TPT.008 - Plano de Comunicação e Formação PRJ.PEI.21 - EVOLUÇÃO DA PLATAFORMA DE MESSAGING INI.PCO.005 - Plataforma de Messaging (3) PRJ.PEI.21 - EVOLUÇÃO DA PLATAFORMA DE MESSAGING INI.PCO.006 - Unificação FAX (3) PRJ.PEI.01 - CONSOLIDAÇÃO DATACENTERS (MAILTEC, MARL, PERAFITA E EDIFICIOS) INI.SDC.009 - Consolidação Datacenters – Pólos técnicos; INI.SDC.010. Consolidação Datacenters – MARL; Perafita; Sede; INI.SDC.011 - Consolidação Datacenters – Site Mailtec PRJ.PEI.02 - REORGANIZAÇÃO DATACENTER PRINCIPAL INI.SDC.024 - Reorganização Datacenters PRJ.PEI.25 - CONSTRUÇÃO DE CLOUD HIBRIDA INI.SDC.025 - Construção de uma cloud hibrida PRJ.PEI.16 - EXPANSÃO DE CON INI.SRD.002 - Comunidade Cliente (6); INI.SR PRJ.PEI.17 - EVOLUÇÃO CORE COMUNICAÇÕES INI.SRD.005 - Migração Extranet PRJ.PEI.18 - CONSOLIDAÇÃO DO SERVIÇO DE VOZ FIXA INI.PCO.001 - Consolidação do Serviço de Voz Fixa PRJ.PEI.19 - EVOLUÇÃO DA PLATAFORMA DE VIDEO INI.PCO.002 - Plataforma de Vídeo INI.SEC.006 Control the network access and the privileged users GOALS Organization network access control – Control the communications network access of the Organization through the identification, authentication, authorization of users and devices Privileged accounts control – Centrally manage privileged identities of critical business systems of the Organization SOLUTION DESCRIPTION Organization network access control – Implementation of a management system for security policies by automating and enforcing secure access to Wireless and Wired communications network of the Organization. As well as providing visibility of users and devices to enable enterprise mobility and access control of the associated devices. Privileged accounts control – Implementation of a management system of privileged accounts that allows centrally control the use of any privileged account as well as automate the process of managing these same privileged passwords and provide comprehensive auditing capabilities for each privileged account and its activities. PROJECT DURATION 6 Months INITIATIVES DEFINED, PRIORITIZED AND WITH TIME AND INVESTMENT ESTIMATES DELIVERABLES TRANSFORMATION INITIATIVES TRANSFORMATION PLAN INFOGRAPHIC TRANSFORMATION ROADMAP INVESTMENT ESTIMATES 01 02 03 04 01 02 03 04 RESULTS Investment Summary Year 1 Year 2 Year 3 Year 4 CAPEX 2 570 000 2 545 000 2 610 000 1 790 000 Hardware 1 125 000 1 225 000 1 215 000 825 000 Software 515 000 645 000 870 000 670 000 Services 930 000 675 000 525 000 295 000 OPEX 405 000 780 000 880 000 930 000 Manit. Hardware 170 000 305 000 360 000 390 000 Manit. Software 155 000 275 000 320 000 340 000 Consulting Services 80 000 200 000 200 000 200 000 Investment Summary Year 1 Year 2 Year 3 Year 4 Building Platform 1 345 000 1 585 000 1 500 000 960 000 Securing Postal Environment 580 000 290 000 260 000 260 000 Enabling Data Network 310 000 590 000 955 000 875 000 Connecting People & Devices 740 000 860 000 775 000 625 000 ID Description Transformation Cycle Year 1 Year 2 Year 3 Year 4 CAPEX OPEX Duration [months] PRJ.PEI.01 Datacenters Consolidation (A, B, C e D) Building Platform 140 000 210 000 30 000 30 000 300 000 110 000 12 PRJ.PEI.02 Main Datacenter Reorganization Building Platform 20 000 0 0 0 0 20 000 3 PRJ.PEI.03 Constrution of the x86 Virtualized Platform Building Platform 625 000 215 000 65 000 65 000 720 000 250 000 12 PRJ.PEI.04 IT Assets Management Building Platform 100 000 20 000 20 000 20 000 80 000 80 000 3 PRJ.PEI.05 Data Monitoring for Decision Support Building Platform 100 000 230 000 230 000 100 000 420 000 240 000 15 PRJ.PEI.06 Definition of a IT Product and Services Catalog Building Platform 10 000 0 0 0 0 10 000 2 PRJ.PEI.07 Storage Consolidation Building Platform 0 10 000 325 000 25 000 300 000 60 000 9 PRJ.PEI.08 Data Protection Policy Review Building Platform 100 000 670 000 655 000 405 000 1 550 000 280 000 9 PRJ.PEI.09 Standardization of Application Environments Building Platform 100 000 0 0 0 100 000 0 4 PRJ.PEI.10 Business Continuity Solution Building Platform 150 000 230 000 55 000 130 000 505 000 60 000 9 PRJ.PEI.11 Technological Upgrade of the Perimeter Security Securing Postal Environment 40 000 40 000 40 000 40 000 0 160 000 6 PRJ.PEI.12 Control of the network access and the privileged identities Securing Postal Environment 280 000 30 000 30 000 30 000 250 000 120 000 6 PRJ.PEI.13 Protection and Information Control Securing Postal Environment 140 000 50 000 20 000 20 000 150 000 80 000 9 PRJ.PEI.14 Analysis and Risk Management Securing Postal Environment 120 000 170 000 170 000 170 000 250 000 380 000 18 PRJ.PEI.15 Modernization of the Connectivity Model of Network Operations Enabling Data Network 0 50 000 665 000 565 000 1 250 000 30 000 12 PRJ.PEI.16 Wireless Connectivity Expansion on Operations and Shops Enabling Data Network 250 000 270 000 290 000 310 000 920 000 200 000 9 PRJ.PEI.17 Core Communications Evolution Enabling Data Network 60 000 270 000 0 0 260 000 70 000 6 PRJ.PEI.18 Consolidation of Fixed Voice Service Connecting People & Devices 180 000 60 000 200 000 30 000 380 000 90 000 3 PRJ.PEI.19 Video Platform Evolution Connecting People & Devices 170 000 180 000 25 000 25 000 310 000 90 000 3 PRJ.PEI.20 Technological Adoption Plan Connecting People & Devices 50 000 100 000 100 000 100 000 0 350 000 3 PRJ.PEI.21 Messaging Platform Evolution Connecting People & Devices 25 000 10 000 10 000 10 000 0 55 000 6 PRJ.PEI.22 Park Integrated Management Connecting People & Devices 90 000 220 000 115 000 120 000 420 000 125 000 18 PRJ.PEI.23 Support of Enterprise Mobility Connecting People & Devices 175 000 185 000 190 000 195 000 660 000 85 000 12 PRJ.PEI.24 Operational Areas Mobilization Connecting People & Devices 50 000 105 000 135 000 145 000 400 000 35 000 6 25 Transformation Projects 2 995 000 1 225 000 Summary of the plan: 138 Findings 65 Improvement Actions Total 9 515 000 4 390 000 2 700 000 2 425 000 3 000 000 1 090 000 680 000 Total 5 390 000 1 390 000 2 730 000 Ok! Fax Web Smartphones Tablets E-mail Instant Messaging Information Display 5645 7232 3012 Nº 965 1523 318 7 54 18 99% 96% 95% 92% City 924 260 28 0 0 Connecting People 5645 7232 Security ness wth 8 Business Continuity 1 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 YEAR 1 YEAR 2 YEAR 3 2 CYCLEnd 1 CYCLEst 3 CYCLErd 4 CYCLEth 2 CYCLE SECURING INDUSTRIAL ENVIRONMENTnd 3 CYCLE ENABLING DATA NETWORKrd 4 CYCLE CONNECTING PEOPLE AND DEVICESth M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 M1 M2 M3 M4 M5 M6 M7 M8 M9 M10 M11 M12 YEAR 4
  • 17. MULTI-DISCIPLINARY TEAM IT FRAMEWORKS TECHNICAL ACCREDITATIONS DESIGN THINKING TEAM WITH WIDE EXPERIENCE IN TECHNOLOGY, WITH A SOLID KNOWLEDGE IN SEVERAL INDUSTRIES AND FOCUS IN DELIVERING PEOPLE CENTRIC SOLUTIONS.
  • 18. WE MAKE LIFE SIMPLIER AN HAPPIER FOR PEOPLE AND BUSINESSS