1) The document discusses developing an IT outsourcing solution for mission critical applications where customer satisfaction is key. It proposes dedicating an in-house team with full context and responsibility for designing, building, and managing the outsourced solution. 2) An optimal solution integrates suppliers and customers to co-create a tailored solution that meets needs, with suppliers accepting some risk. 3) Successful solutions focus on business and IT outcomes rather than commercial activities, through intimate, long-term customer relationships beyond a traditional buyer-seller model.

1. Mission Critical Outsourcing1% Inspiratie, 99% Samenwerking IljaHeitlager Information Officer SchubergPhilis

2. Track 6: 'Reality First' voor een maximaal effectieve architectuurbijdrage Portfolio 1. Gerard van Draanen 5. Mark Hissink Muller Landschap Resultaat Project Architect Oplossing Outsourcing 2. Anton van Weel 4. Carola Lilienthal 3. Ilja Heitlager

3. Hoe ontwikkel je een IT dienstverleningvoorbedrijfskritischeapplicaties in eenketen van diverse (geoutsourcede) partijenwaarklanttevredenheidcentraalstaat? Probleemstelling

4. Er was eens Business IT

5. Outsourcing Commodity Business IT

6. Outsourcing Commodity Business FunctioneelBeheer FunctioneelBeheer FunctioneelBeheer ApplicatieBeheer ApplicatieBeheer ApplicatieBeheer IT

7. Outsourcing Commodity Business FunctioneelBeheer FunctioneelBeheer FunctioneelBeheer ApplicatieBeheer ApplicatieBeheer ApplicatieBeheer KA/Desktop Netwerk Datacenter

8. Outsourcing Business FunctioneelBeheer FunctioneelBeheer FunctioneelBeheer ApplicatieBeheer ApplicatieBeheer ApplicatieBeheer Regie KA/Desktop Netwerk Datacenter

9. Mission Critical Applicaties Generic Critical applications Costs vs Risks Generic Standardisation / scale Cost vs. user acceptance Low integration with core business Location independent Escalation based decision making End user focus Low EBIT impact Critical applications Integration / specialists Cost vs. business risk High integration with core business High availability/connectivity Real time decision making Business focus High EBIT impact

10. Paradox van schaal Generic Critical applications Costs vs Risks Model A Model B 1st line Partner Partner Partner Customer team Customer team Customer team 2nd line Architecture / Solution Design Method Service / Project management Quality Control / Self Assessment 3rd line Partner Monitoring / Event management Datacenter / Network Voorvitaleapplicatiesgeldt, voor Model A, de wet van de verminderdemeeropbrengst. Model B zetspecialisten, die maximale context van de omgevingenhebben, aan het front.

11. Service organisatie en integratie Application infrastructure SchubergPhilis team Customer Technical application engineers Critical application Front office Middleware Customer functional application management Web application engineers Service integration Databases Generic services CustomerOperationsManager Operating systems System engineers Back office services Security engineers Systems Mid office services Storage End-to-end networking Network engineers Datacenter Facility team

12. Mission Critical Outsourcing Business FunctioneelBeheer FunctioneelBeheer FunctioneelBeheer ApplicatieBeheer ApplicatieBeheer Applicatie Development KA/Desktop MCO Netwerk Datacenter

13. IT is geen commodity, elke business heefteeneigenoplossingnodig Eigen Klanten Team, Eigen Infrastructuur Alle disciplines in een team Waardeer de persoonlijkerelatie Standaardisatie op (architectuur) aanpak, niet op technologie Oplosrichting,Context/Complexiteit

14. Integraleaanpak Classic approach Project hands over to the operations team Plan Support Run Build Potential conflict Potential conflict Potential conflict New approach Integral team responsible from pre-sales till design and build till daily management of the acceptance-, test and production environments (full context) Plan Build Run Support Clear expectation management Beheerwat je bouwtgeeftmaximale context

15. Raamwerk Het team ontwikkeltzelf de oplossing en maaktoptiesbeslisbaarvoorklant

17. Producten/Diensten

19. Interfaces

22. Software

25. Reduceercomplexiteit, dedicated Infrastructuur /team

26. Geefmaximale context, beheerwat je bouwt en ontwerpt

27. Verantwoordelijkvoorketen, integreer partners

29. Satisfaction Infrastructure Mgmt Source: EquaTerra / Giarte Outsourcing Performance 2008

31. It integrates products with services to meet essential customer needs

32. Suppliers accept some of the risk, often through performance-based and/or risk-based contracts

33. Relationships between suppliers and customers are unusually intimate, far beyond a traditional buy–sell relationship

34. Solutions, therefore, are tailored to each customer.Source: Sharma, Lucier and Molloy (Booz Allen Hamilton)Solution driven Commercial Focus Activity driven Business Outcome IT Outcome Outcome Source: EquaTerra / Giarte Outsourcing Performance 2008

35. http://www.schubergphilis.com