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Managed Services World Congress_2012_Berlin
- 1. 18th - 19thSeptember 2012 Maritim ProArte Hotel, Berlin, Germany REGISTER NOW - www.managedservices-world.com 2012 OPERATOR-LED SPEAKER PANEL FEATURES: Managed Services Visionary Insights Managed Services for the Network Customer Experience Management Cloud-based Managed Services Best Practise Solutions Stewart Lyons President and COO Mobilicity FREE ATTENDANCE FOR OPERATORS* Software in Managed Services Introducing: DIAMOND SPONSOR PLATINUM SPONSOR GOLD SPONSORS BRONZE SPONSOR EVENT GUIDE SPONSOR STREAM SPONSOR Services Business Needs and the Environment g the Evolution to LTE Best Practise Solutions Network Sharing New Business Models to take MS Forward Cloud-based Managed Services Counteract Declining ARPUs with Managed VAS Software in Managed Services Managed Servic Visionary Insigh Software in Managed Servic Driving Growth the Customer E Next Generation Smoothing the Evolution to LTE Best Practise Solutions Network Sharing New Business M to take MS Forw Cloud-based Managed Servic Counteract Dec ARPUs with Ma Bob Azzi SVP – Network Sprint Nextel Antonella Ambriola CTO 3 Italia Eric Kuisch Executive Vice President KPN Oleg Svirsky CTO MTS Russia Rene Herlaar Head of Network Vodafone Netherlands Mahesh Fernando Head of VAS Airtel Lanka Mohamed Hosny Managed Services and Outsourcing Director Orascom Telecom Michael Korbacher Head of Google Enterprise DACH Ulrich Hammerschmidt VP Innovation Projects Deutsche Telekom ICSS EXHIBITORSPONSOR **25% SPONSOR DISCOUNT** VIP COUPON CODE: MBSP25
- 2. How Can TelecomNetwork Managed Services Sustain With an Unsustainable Business Model? This workshop targets telecom operators/carriers, who have experience with managed services in the network area, who have a running project or who are just considering to step into this adventure. At the same time this workshop addresses the concerns and issues of today's managed services providers in this field including those who plan to enter this market. The third targeted audience-group are analysts and consultants, who focus on telecom network managed services and who are interested in exchanging their views with a senior telecom managed services executive, who has helped to create this market and held leading positions there for the last 20 years. At the end of the workshop each participant will have a very clear picture where the telecom network managed services market stands today and which scenarios will help these great solutions to again create value for both - the customer and the vendor. THE WORKSHOP WILL INCLUDE DETAILED ANALYSIS AND INTERACTIVE DISCUSSION ON: • Historical development of telecom network managed services • Deployed business models and their evolution • What made these business models unsustainable for • the managed services customer (operator/carrier) ? • the managed services provider (telecom vendor) ? • Why does the market still exist and grow in spite of this situation? • The future of Telecom Network Managed Services: o IT/Telecom convergence o From network focus to customer experience o Transformation instead of single outsourcing contracts o A journey instead of labor arbitrage • Will this bring new managed services vendors or even less ? • The new SUSTAINABLE business model … WORKSHOP LEADER Valter D'Avino, Vice President & Head of Managed Services Ericsson Ulrich Hammerschmidt VP Innovation Projects Deutsche Telekom ICSS Leroyo Blimegger, VP Global Technical Service, Director of Assurance and Managed Services Huawei Camille Mendler, Principal Analyst Informa Telecoms and Media Thierry Langlais VP Professional and Managed Services EMEA Alcatel-Lucent Mehrzad Nabavieh Senior Director of Managed Services ZTE Corporation Stewart Lyons President and COO Mobilicity Bob Azzi SVP – Network Sprint Nextel Sanjay Mewada Vice President, Strategy Netcracker Mahesh Fernando Head of VAS Airtel Mesut Tokgoz Manager ICT, Corporate Marketing Director Turk Telekom Antonella Ambriola CTO 3 Italia Eric Kuisch Executive Vice President KPN Oleg Svirsky CTO MTS Russia Mohamed Hosny Managed Services and Outsourcing Director Orascom Telecom Raul Zamorano Global Product Manager Cloud Computing SaaS Telefonica Digital Junaid Khan, Manager Corporate Strategy Ufone Michael Korbacher Head of Google Enterprise DACH Phil Irvine Managing Consulting PA Consulting Steve Priestly Managing Director Wyless Rene Herlaar Head of Network Vodafone Netherlands Steve Holmes Partner Baker & Mackenzie Manfred Schmidtz Partner / Head of Mobile Architecture and Services Detecon International Hasan Zainal Senior Product Marketing Manager Batelco Kris Szaniawski Principal Analyst Informa Telecoms and Media Bengt Nordstrom CEO Northstream Martin Carney Sales and Business Development Director, Europe, Managed Services, Alcatel-Lucent Patrik Jakobson Head of Network Sharing Ericsson Global Services Mike Conradi Partner DLA Piper Trevor Cheung VP Managed Services EMEA and AP Huawei Hasan Tarik Uzun, Managed Services Turk Telekom Bradley Mead Head of Network Managed Services Ericsson Mohammad Hassan Consultant, Outsourcing and Managed Services Dialog Axiata MANAGED SERVICES WORLD CONGRESS 2012Why Attend..... Board-Level Experts Lead Speaker panel Outstanding Speaker Line-up: Watch event videos and interviews: www.youtube.com/InformaTelecomsMedia Link In with us by joining: Managed Services Series Group Network with us on Twitter: www.twitter.com/telecomstweet #mswc Find us on Google+: www.gplus.to/softwareandservices Join the conversation… flickr flickrflickr flickr flickr flickr Andreas Herzog, MSc. Founder and Owner of herzconsult Andreas Herzog provides consulting, planning and implementation services in the area of business, process and organization transformation. His main focus is on the ICT-market, i.e. telecom and media operators/carriers and their managed services providers, who accelerate the deployment of transformation and managed services solutions in spite of a dramatically changing market environment. As President of the Managed Services Business Division at Alcatel-Lucent, Andreas Herzog oversaw and directed globally all programs and operations related to creating, acquiring and implementing strategic transformation and managed services relationships with ICT Service Providers and Enterprises. Under his leadership Alcatel-Lucent grew this business much faster than the related market developed resulting in a worldwide leading position in this market. Andreas generated hands-on experience in Services and especially Managed Services as General Manager for the Services division in Alcatel Austria (until 2004), where he developed the service offering from a small market position of Alcatel to become #1 on the telecom network services market in Austria and as Chief Technical Officer of the only European fixed network operator owned by Alcatel, United Telecom Investment in Hungary (1993-1997). Andreas received a Master of Computer-Science from Johannes Kepler University in Linz, Austria, with a special focus on Software Development and Project Management. Timetable: 13.30 Registration, 14.00 Start, 15.30-16.00 Refreshments and Networking, 17.30 Close PRE-CONFERENCE WORKSHOP 17TH SEPTEMBER 2012 REGISTER NOW – www.managedservices-world.com Paul van Puijenbroek VP Managed Services EMEA and AP Shields Environmental Tal Stein Head of Product Management and Marketing, Global Service Comverse Luigi Miggliaccio Head of IT Managed Services Ericsson Free Operator Attendance New Outstanding Speaker Line-up New Focus on Software in Managed Services New Session on CEM New Session on Cloud New Session on Integrating Business with the Environment ExtendedNetworking Opportunities NewInteractive Sessions Rich History -6th annual event FullSupportof the leading Managed Service Providers 15OPERATOR SPEAKERS Managed Services Visionary Insights Driving Growth – Enhancing the Customer Experience Next Generation MS Smoothing the Evolution to LTE Best Practise Solutions Network Sharing New Business Models to take MS Forward Cloud-based Managed Services Managed Services Visionary Insights Software in Managed Services Driving Growth – Enhancing the Customer Experience Next Generation MS Smoothing the Evolution to LTE Best Practise Solutions Network Sharing New Business Models to take MS Forward Managed Services Visionary Insights Driving Growth – Enhancing the Customer Experience Next Generation MS Smoothing the Evolution to LTE Best Practise Solutions Network Sharing New Business Models to take MS Forward Cloud-based Managed Services Counteract Declining ARPUs with Managed VAS Software in Managed Services Managed Services Visionary Insights Software in Managed Services Driving Growth – Enhancing the Customer Experience Next Generation MS Smoothing the Evolution to LTE Best Practise Solutions Network Sharing New Business Models to take MS Forward Cloud-based Managed Services Counteract Declining ARPUs with Managed VAS d Services y Insights e in d Services Growth – Enhancing omer Experience neration MS ng the n to LTE ctise s siness Models Managed Services Visionary Insights Driving Growth – Enhancing the Customer Experience Next Generation MS Smoothing the Evolution to LTE Best Practise Solutions Network Sharing New Business Models to take MS Forward Cloud-based Managed Services Counteract Declining ARPUs with Managed VAS Services Networks Software in Managed Services Network Sharing Customer Experience Management Recycle Environment
- 3. CONFERENCE DAY 118TH SEPTEMBER 2012 CONFERENCE DAY 2 19TH SEPTEMBER 2012 08.20 Registration and Refreshments 08.55 Welcome and Speed Networking 09.00 Chairman’s Opening Address Camille Mendler, Principal Analyst, Informa Telecoms and Media 09.05 Managed Services Industry Outlook Valter D’Avino, Head of Managed Services, Ericsson DRIVING THE GROWTH OF MANAGED SERVICES 09.20 User Experience in a Managed Services Context • The evolution of the Managed Services model • An integrated approach combining network and IT operations with end-user centricity and organizational alignment Bradley Mead, Head of Network Managed Services, Ericsson 09.50 Operator Roundtable: Are You Making the Most of Your Managed Services Opportunities? • Where have the major returns been seen from Managed Services partnerships to date? • How do you measure effectiveness in Managed Services? • What will drive the future success of Managed Services? • What more can the vendor bring to the partnership? Bob Azzi, SVP – Network, Sprint Nextel Stewart Lyons, President and COO, Mobilicity Antonella Ambriola, CTO, 3 Italia 10.25 TVO Modeling Managed Services V2.0 to Deliver Better Business Value Leroy G. Blimegger Jr, VP, Global Technical Service, Director of Assurance Managed Services, Huawei 10.55 Exhibition Visit, Networking Break and Refreshments 11.45 Next Generation Managed Services – Enhancing Value from End-2-End Management of Converged Services • Developing an innovative business model for operational and IT strategy • Outsourcing nearly all functions – retaining only core selling and marketing • Aims – to achieve rapid time to market, cost benefit and business and operational excellence • Partnering with the experts for each function • Enhancing the customer experience Stewart Lyons, President and COO, Mobilicity 12.05 Bring True Value to Operators’ Business Mehrzad Nabavieh, Senior Director of Managed Services, ZTE Corporation 12.30 Ensuring Consistent Customer Experience Service Quality with a Managed Services Approach • Options to consider for enhancing customer experience management • Drivers behind managed services focus towards customer experience • What criteria to look for in order to meet your business objectives Thierry Langlais, VP Professional and Managed Services EMEA, Alcatel-Lucent 12.55 Managed Services for Business Transformation • Working with a partner for business transformation • Developing a strategic roadmap • Testing business optimisation scenarios • Transforming the business to meet evolving consumer expectation Eric Kuisch, Executive Vice President, KPN 13.15 Lunch SERVICES 14.15 Magnifying Your Growth Through Managed Services • As IT systems grow more and more sophisticated, greater expertise is required to extract their full potential • Achieving Potential: Knowing the technology best and being able to maximize utilization of system capabilities, technology vendors are taking a greater portion of the Managed Services market • Accelerating Results: Field-proven “factory-backed Managed Services accelerate results through greater efficiency and faster time-to-market • Maximizing Value: Technology vendors extend CSP SW capabilities to the maximum – providing professional, efficient service that draws from extensive accumulated global experience Tal Stein, Head of Product Management and Marketing, Global Service, Comverse 14.40 Delivering New Services Faster with a Managed VAS Partner • Delivering a wide range of services – voice, video, internet, mobile TV, entertainment • Improving the IT environment to strengthen data capacity • Enhancing the systems to develop better services • Increasing flexibility and speed of delivery • Becoming more competitive with fast service launch Antonella Ambriola, CTO, 3 Italia 15.00 Innovating with Managed VAS to Increase ARPUs • How can a managed VAS model contribute to an increase in ARPUs? • Enhancing the customer experience with a managed VAS platform • Measuring and monitoring VAS • Detailing the benefits of working with a partner Mahesh Fernando, Head of VAS, Airtel Lanka 15.20 Mea$uring the Benefits of Implementing a Global M2M Managed Services Strategy • Why should CEOs, CIOs and CTOs consider implementing an Managed Services Provider (MSP) strategy? • What are the business benefits they can expect to achieve when deploying an MSP strategy? • Will an MSP strategy provide a one-stop-shop for an end-to-end deployment and operational support? • How does the MSP ensure secure and resilient global coverage? • Where can I see the business benefits on optimizing profits? Steve Priestly, Managing Director, Wyless 15.40 Succeeding in the Complex M2M Market with a Managed Service Partner • Maximising opportunities in the M2M space • Working with a partner to support business-critical M2M applications • The operator role in M2M Mesut Tokgoz, Manager ICT, Corporate Marketing Director, Turk Telekom 16.00 Exhibition Visit, Networking Break and Refreshments NETWORKS 16.40 Evolving the Managed Service Agreement as the Business Changes • Outlining the initial business drivers for the Managed Services deal • How has the business changed? • 4G launch and high growth trajectory • Transforming the agreement to meet the dramatic increase in network investment • Evolving the managed services relationship Bob Azzi, SVP Network, Sprint Nextel 17.00 New Business Models • Drivers for a wholesale model • The wholesale network sharing model - the evolution of network sharing • The wholesale ecosystem Patrik Jakobson, Head of Network Sharing, Ericsson Global Services 17.20 Developing a TCO Model – Why and How? Mohamed Hosny, Managed Services and Outsourcing Director, Orascom Telecom NETWORK SHARING 17.40 Roundtable Discussion: Do the Benefits Outweigh the Risks of Network Sharing? • Is there any cost-effective way to roll-out extensive rural services without network sharing? • Accelerating the modernisation of the network with increased efficiency in investment • How can business models be innovated to reduce the risks? • Does network sharing for LTE make sense? Panel Moderator: Phil Irvine, Managing Consultant, PA Consulting Oleg Svirskiy, CTO, MTS Russia Junaid Khan, Manager Corporate Strategy, Ufone A Representative, Helios Towers 09.00 Forecasting Key Trends and Influences in Managed Services Kris Szaniawski, Principal Analyst, Informa Telecoms and Media 09.15 Panel Discussion – Impact Sourcing • What is Impact Sourcing and how does it practically work? • What are the differences between traditional BPO and Impact Sourcing for provider and customer? • In which areas of BPO is there a demand for Impact Sourcing? • Case studies • Future development of Impact Sourcing Panel Moderator: René Herlaar, Head of Network Vodafone Netherlands, IAOP Certified Outsourcing Professional Panellists include: Mehrzad Nabavieh, Senior Director of Managed Services, ZTE Corporation For panellist updates visit www.managedservices-world.com CUSTOMER EXPERIENCE MANAGEMENT 09.45 Truly Managing Customer Experience Has Begun… Trevor Cheung, Director, HUAWEI SmartCare, Global Technical Service, Huawei 10.10 Panel Discussion: How Can a Managed Service Partnership Enhance the Customer Experience? • Focussing the KPIs on the customer experience • Supporting subscriber growth with scaleable, next generation solutions • Improving internal system efficiencies • Reducing time to market of new services • where can a partner bring added value? Panel Moderator: Phil Irvine, Managing Consultant, PA Consulting Manfred Schmitz, Partner/Head of Architecture and Services, Detecon International Trevor Cheung, Director, HUAWEI SmartCare, Global Technical Service, Huawei Martin Carney, Sales and Business Development Director, Europe, Managed Services, Alcatel-Lucent Tal Stein, Head of Product Management and Marketing, Global Service, Comverse 10.40 Exhibition Visit, Networking Break and Refreshments 11.20 IT Managed Services to Impact the User Experience • Outlining best practise for converged operations Luigi Migliaccio, Head of IT Managed Services, Ericsson 11.40 Enhancing the Customer Experience with a Transformed and Managed OSS/BSS • Understanding the need to transform OSS/BSS to maximise the new revenue potential from digital convergence • Managing the transformation of BSS/OSS with the least disruption and risk to business and operation • Making the business case for OSS/BSS as a managed service • Achieving business and operational agility • Reducing the bottleneck to rapidly monetise new services Sanjay Mewada, VP Strategy, Netcracker INTEGRATING BUSINESS NEEDS WITH THE ENVIRONMENT 12.05 Whole Life Cycle Managed Services: Cost reduction and Environmental Compliance • Whole Life Cycle Managed Services • Inventory Services, tailored logistics and on-site services • Repair and Multi Vendor Spare Parts Management Services • Environmental Services: Reuse, Recycling, Risk Management • Data Services: Cloud/ERP integration, Web portal, Reporting Paul van Puijenbroek, VP Managed Services EMEA and AP, Shields Environmental 12.30 Green Outsourcing: How to Achieve the Best of Two Worlds • How energy savings are given due consideration in outsourcing agreements • What is the impact onto KPIs/SLA framework? • How to avoid a counter-productive effect from Managed Service to energy saving initiatives Manfred Schmitz, Partner / Head of Mobile Architecture and Services Detecon International 12.50 Lunch Chairman: Bengt Nordstrom, CEO, Northstream BEST PRACTICE SOLUTIONS 14.00 Best Practice for MS Relationship Management • How to develop and maintain a good working partnership between operator and vendor • leveraging the synergies between partners • sharing the benefits – sharing the risks • lessons learned from a successful partnership • how do you maintain the happy intent that is established the outset of the agreement? Junaid Khan, Manager Corporate Strategy, Ufone 14.20 Using the Legal Negotiation Process to Ensure a Successful Partnership • Establishing the KPIs • Focus on contract negotiations • Strategies for a win-win partnership • Key commercial principles • Exploring different models for success Mike Conradi, Partner, DLA Piper 14.40 Re-enforcing the Do’s and Don’ts of MS Engagements – from the Operator and Vendor Perspective • KPI/SLA management model and governance structure • Essence of successful managed services model • Strategic partner sourcing and selection • Team capability building (operator and partner) • Addressing contractual grey areas • Contract management • 3rd party support issues Mohammad Hassan, Consultant, Outsourcing and Managed Services, Dialog Axiata CLOUD 15.00 Delivering Cloud-Based Managed Services for the Optimum User Experience • Companies don’t want to manage their own IT infrastructure • Businesses of all industries are moving to the cloud – where the future of work lies • Convergence of cloud, social, mobile and information are shaping almost every IT-related decision • The CIO's role is pivoting from managing security to innovating for the business - but they have to be fast • The move to the future in the cloud requires change. Change can be complex and challenging. • Google is born in the cloud can help businesses to solve these challenges. Michael Korbacher, Head of Google Enterprise DACH 15.20 Refreshments, Exhibition Visit and Networking Break 16.00 Opportunities for Operators as Cloud Enablers • Why operators are well-placed as cloud enablers • Simplifying unified communications with cloud-based solutions • Offering infrastructure flexibility, cost reduction and business performance optimisation • Delivering innovative solutions to solve the business challenges of enterprise customer Raul Zamorano, Global Product Manager Cloud Computing SaaS at Telefonica Digital 16.20 Understanding the Legalities for Cloud-based Managed Services • detailing the potential threats and legal ramifications associated with the cloud • understanding the legalities for the public and private cloud • protecting sensitive data Steve Holmes, Partner, Baker Mackenzie OPPORTUNITIES FOR OPERATORS AS MANAGED SERVICE PROVIDERS 16.40 Roundtable Discussion: Opportunities for Operators as Managed Service Providers • Adding value to the enterprise as an operator managed service partner • Delivering fixed, mobile voice and data services together with cloud data services • Managing complex business applications and communications infrastructures • Building flexible working solutions on an enabling platform Ulrich Hammerschmidt, VP Innovation Projects, Deutsche Telekom ICSS Hasan Zainal, Senior Product Marketing Manager, Batelco Hasan Tarik Uzun, Managed Services, Turk Telekom 17.10 Close of Conference REGISTER NOW – www.managedservices-world.com Managed Services Visionary Insights Driving Growth – Enhancing the Customer Experience Next Generation MS Smoothing the Evolution to LTE Best Practise Solutions Network Sharing New Business Models to take MS Forward Cloud-based Managed Services Counteract Declining ARPUs with Managed VAS Software in Managed Services Cloud-based Managed Services Counteract Declining ARPUs with Managed VAS Services Networks Software in Managed Services Network Sharing Customer Experience Management Recycle Environment Managed Services Visionary Insights Driving Growth – Enhancing the Customer Experience Next Generation MS Smoothing the Evolution to LTE Best Practise Solutions Network Sharing New Business Models to take MS Forward Cloud-based Managed Services Counteract Declining ARPUs with Managed VAS Services Networks Software in Managed Services Network Sharing Customer Experience Management Recycle Environment Managed Services Visionary Insights Driving Growth – Enhan the Customer Experienc Next Generation MS Smoothing the Evolution to LTE Best Practise Solutions Network Sharing New Business Models to take MS Forward Cloud-based Managed Services Counteract Declining ARPUs with Managed V Services Networks Software in Managed Services Network Sharing Customer Experience M Recycle Environment Managed Services Visionary Insights Driving Growth – Enhancing the Customer Experience Next Generation MS Smoothing the Evolution to LTE Best Practise Solutions Network Sharing New Business Models to take MS Forward Cloud-based Managed Services Counteract Declining ARPUs with Managed VAS Services Networks Software in Managed Services Network Sharing Customer Experience Manage Recycle Environment Managed Services Visionary Insights Driving Growth – Enhancing the Customer Experience Next Generation MS Smoothing the Evolution to LTE Best Practise Solutions Network Sharing New Business Models to take MS Forward Cloud-based Managed Services Counteract Declining ARPUs with Managed VAS Services Networks Software in Managed Services Network Sharing Customer Experience Management Recycle Environment Managed Services Visionary Insights Driving Growth – Enhancing the Customer Experience Next Generation MS Smoothing the Evolution to LTE Best Practise Solutions Network Sharing New Business Models to take MS Forward Cloud-based Managed Services Counteract Declining ARPUs with Managed VAS Services Networks Software in Managed Services Network Sharing Customer Experience Management Recycle Environment Managed Services Visionary Insights Driving Growth – Enhancing the Customer Experience Next Generation MS Smoothing the Evolution to LTE Best Practise Solutions Network Sharing New Business Models to take MS Forward Cloud-based Managed Services Counteract Declining ARPUs with Managed VAS Services Networks Software in Managed Services Network Sharing Customer Experience Management Recycle Environment OPERATOR OPERATOR OPERATOR OPERATOR OPERATOR OPERATOR OPERATOR OPERATOR OPERATOR OPERATOR OPERATOR OPERATOR OPERATOR Managed Services Visionary Insights Software in Managed Services Driving Growth – Enhancing the Customer Experience Next Generation MS Smoothing the Evolution to LTE Best Practise Solutions Network Sharing New Business Models to take MS Forward Cloud-based Managed Services Counteract Declining ARPUs with Managed VAS 18.10 Networking Tables and Drinks Reception Meet and network with peers at designated networking tables in an informal reception Managed Services Visionary Insights Software in Managed Services Driving Growth – Enhancing the Customer Experience Next Generation MS Smoothing the Evolution to LTE Best Practise Solutions Network Managed Services Visionary Insights Software in Managed Services Driving Growth – Enhancing OPERATOR