The document discusses the complexity of operating internet of things (IOT) and smart cities, and describes an integrated operations center (IOC) architecture that was developed to manage IOT devices across a township. Key aspects of the IOC include an integrated service desk to handle customer requests, a solutions specialist and maintenance team to provide remote technical support, and a command center to coordinate incidents. The solution developed a profitable multi-vendor support service through a shared support model leveraging global technical teams. Project management ensured timely delivery through defined milestones and a program management office approach.
Free yourself with the most insightful, automated network management software in the universe. Entuity offers the solutions of choice for medium and large multi-vendor networks in need of deep, proactive network management and customizable, comprehensive reporting.
IT Trends Set to Shape Software Asset Management (IBSMA SAM Summit June 2015)Jon Stevens-Hall
A look at some of the disruptive enterprise IT trends which will change Software Asset Management over the upcoming years.
References:
S5: PWC Global 100 Software Leaders: The growing importance of apps and services
http://www.pwc.com/en_GX/gx/technology/publications/global-software-100-leaders/assets/pwc-global-100-software-leaders-2014.pdf
S6: IDC Worldwide SaaS Enterprise Applications 2014-2018 Forecast and 2013 Vendor Shares
http://www.idc.com/getdoc.jsp?containerId=252568
S7: SkyHigh Networks Cloud Adoption and Risk Reports (1-7)
https://www.skyhighnetworks.com/cloud-report/
S8: BSA: NAVIGATING THE CLOUD: Why Software Asset Management Is More Important Than Ever
http://portal.bsa.org/samcloud/bsasamcloud.pdf
S12: “Your Cloud Future Is Here - How IT Can Embrace The Business Demand For Cloud And Exceed Expectations” Forrester, June 2013
http://documents.bmc.com/products/documents/35/77/443577/443577.pdf
S15: CIO.com: 5 Misconceptions of Cloud Software and Virtual Licensing
http://www.cio.com/article/2387027/cloud-computing/5-misconceptions-of-cloud-software-and-virtual-licensing.html
S18: Announcing Amazon Elastic Compute Cloud (EC2) - 24th August 2006
http://aws.amazon.com/about-aws/whats-new/2006/08/24/announcing-amazon-elastic-compute-cloud-amazon-ec2---beta/
Licensing Oracle Software in the Cloud Computing Environment (c.2008)
https://web.archive.org/web/20100311022227/http://www.oracle.com/corporate/pricing/cloud-licensing.pdf
S21: Steve Balmer Youtube video, uploaded 5th October 2009
https://www.youtube.com/watch?v=NIN4g8cB_xg
S24: Docker 1.0 brings container technology to the enterprise (ZDNet, 9th June 2014)
http://www.zdnet.com/article/docker-1-0-brings-container-technology-to-the-enterprise/
S25: Docker Hub registry image (unofficial) for Oracle Enterprise Edition
https://registry.hub.docker.com/u/filemon/oracle_11g/
S26: Docker Hub registry image for IBM MQ Advanced
https://registry.hub.docker.com/u/ibmimages/mqadvanced/
S29: Gartner Predicts 2015: The Internet of Things (via ZDNet article, 27th January 2015)
http://www.zdnet.com/article/gartner-predicts-a-quarter-billion-connected-vehicles-by-2020/
S31: Oracle Software Investment Guide
S32: Steve Banker: The Intelligent Forklift in the Age of the Industrial Internet of Things (Forbes, 3rd March 2015)
http://www.forbes.com/sites/stevebanker/2015/03/16/the-intelligent-forklift-in-the-age-of-the-industrial-internet-of-things
S33: Gartner: Software Licensing and Entitlement Management Is the Key to Monetizing the IoT (Apr 2014)
http://www.gartner.com/newsroom/id/2700017
S34: The 3rd Industrial Revolution. Intelligent Devices, Software and the IoTs. IDC/Flexera
via http://learn.flexerasoftware.com/SWM-WP-IDM-AUM-Third-Industrial-Revolution
RightScale State of the Cloud 2015: http://assets.rightscale.com/uploads/pdfs/RightScale-2015-State-of-the-Cloud-Report.pdf
Driving Your Business With Service Management Operations: It is all about TIME!
Delivering comprehensive IT solutions to some of the most complex enterprises in the world, DecisionOne Corporation is the largest independent technology support organization in North America. Critical to that success is the ability to rapidly create solutions that address unique situations in the industry. See how DecisionOne leverages cloud-based service management to help create customized offerings for its customer base and deliver value faster than the competition.
For more information on Management Cloud solutions from CA Technologies, please visit: http://bit.ly/1wEnPhz
Free yourself with the most insightful, automated network management software in the universe. Entuity offers the solutions of choice for medium and large multi-vendor networks in need of deep, proactive network management and customizable, comprehensive reporting.
IT Trends Set to Shape Software Asset Management (IBSMA SAM Summit June 2015)Jon Stevens-Hall
A look at some of the disruptive enterprise IT trends which will change Software Asset Management over the upcoming years.
References:
S5: PWC Global 100 Software Leaders: The growing importance of apps and services
http://www.pwc.com/en_GX/gx/technology/publications/global-software-100-leaders/assets/pwc-global-100-software-leaders-2014.pdf
S6: IDC Worldwide SaaS Enterprise Applications 2014-2018 Forecast and 2013 Vendor Shares
http://www.idc.com/getdoc.jsp?containerId=252568
S7: SkyHigh Networks Cloud Adoption and Risk Reports (1-7)
https://www.skyhighnetworks.com/cloud-report/
S8: BSA: NAVIGATING THE CLOUD: Why Software Asset Management Is More Important Than Ever
http://portal.bsa.org/samcloud/bsasamcloud.pdf
S12: “Your Cloud Future Is Here - How IT Can Embrace The Business Demand For Cloud And Exceed Expectations” Forrester, June 2013
http://documents.bmc.com/products/documents/35/77/443577/443577.pdf
S15: CIO.com: 5 Misconceptions of Cloud Software and Virtual Licensing
http://www.cio.com/article/2387027/cloud-computing/5-misconceptions-of-cloud-software-and-virtual-licensing.html
S18: Announcing Amazon Elastic Compute Cloud (EC2) - 24th August 2006
http://aws.amazon.com/about-aws/whats-new/2006/08/24/announcing-amazon-elastic-compute-cloud-amazon-ec2---beta/
Licensing Oracle Software in the Cloud Computing Environment (c.2008)
https://web.archive.org/web/20100311022227/http://www.oracle.com/corporate/pricing/cloud-licensing.pdf
S21: Steve Balmer Youtube video, uploaded 5th October 2009
https://www.youtube.com/watch?v=NIN4g8cB_xg
S24: Docker 1.0 brings container technology to the enterprise (ZDNet, 9th June 2014)
http://www.zdnet.com/article/docker-1-0-brings-container-technology-to-the-enterprise/
S25: Docker Hub registry image (unofficial) for Oracle Enterprise Edition
https://registry.hub.docker.com/u/filemon/oracle_11g/
S26: Docker Hub registry image for IBM MQ Advanced
https://registry.hub.docker.com/u/ibmimages/mqadvanced/
S29: Gartner Predicts 2015: The Internet of Things (via ZDNet article, 27th January 2015)
http://www.zdnet.com/article/gartner-predicts-a-quarter-billion-connected-vehicles-by-2020/
S31: Oracle Software Investment Guide
S32: Steve Banker: The Intelligent Forklift in the Age of the Industrial Internet of Things (Forbes, 3rd March 2015)
http://www.forbes.com/sites/stevebanker/2015/03/16/the-intelligent-forklift-in-the-age-of-the-industrial-internet-of-things
S33: Gartner: Software Licensing and Entitlement Management Is the Key to Monetizing the IoT (Apr 2014)
http://www.gartner.com/newsroom/id/2700017
S34: The 3rd Industrial Revolution. Intelligent Devices, Software and the IoTs. IDC/Flexera
via http://learn.flexerasoftware.com/SWM-WP-IDM-AUM-Third-Industrial-Revolution
RightScale State of the Cloud 2015: http://assets.rightscale.com/uploads/pdfs/RightScale-2015-State-of-the-Cloud-Report.pdf
Driving Your Business With Service Management Operations: It is all about TIME!
Delivering comprehensive IT solutions to some of the most complex enterprises in the world, DecisionOne Corporation is the largest independent technology support organization in North America. Critical to that success is the ability to rapidly create solutions that address unique situations in the industry. See how DecisionOne leverages cloud-based service management to help create customized offerings for its customer base and deliver value faster than the competition.
For more information on Management Cloud solutions from CA Technologies, please visit: http://bit.ly/1wEnPhz
End-user computing is not a trend, it's a transformational shiftUni Systems S.M.S.A.
In the new end-user computing environment, people want to stay connected and have access to the best networks and services as a seamless extension of their traditional desktop.
End-user computing is no longer about managing laptops and desktops. Today, we need to support user access to services, applications, and data on any device and in any location.
This revolution promises greater flexibility, productivity enhancements, staff morale improvements, and cost savings.
Your business can benefit from Virtual Desktop Computing.
Citrix Cloud Services: Total Economic Benefits Assessment GuideCitrix
This paper provides guidance to customers wanting to draw economic comparisons between perpetually
licensed Citrix software, and the newer Citrix Cloud service equivalents.
Compared to purchasing, installing, and maintaining traditional perpetually licensed software, the new
SaaS/Subscription approach offers unique technical, financial, and capability benefits.
Proactive Services Through Insights and IoT by M. CaponeCapgemini
Measurable Business Cases for IoT in the Value Chain
IoT is changing the relationship between the customer and the company and enabling companies to develop new business models, but there are also many valuable applications
for IoT in the value chain, which can have immediate and measurable impacts on the bottom line. Capgemini shows the measurable use cases for IoT in the supply chain, product
development, production, logistics, and service.
Speaker:
Michael Capone,
Principal Business Analyst, Digital Customer Experience, Capgemini
Service Delivery Beyond IT - Customer Case Study WebinarIvanti
Seize the opportunity to use your gains in IT Service Management to improve service delivery within and between other departments in the business. Discover how to leverage your best practices to help other business units create and manage their services. And find out how calls into the service desk can be a more productive and satisfying experience.
Join Ivanti and Kifiniti Solutions to learn how organizations are solving the demand for better ways to help customers and users. Hear how the County of Simcoe extended their service management platform to improve delivery of services to all their citizens. Also, see how a fully integrated approach with your phone system further enhances the service experience across the board.
Bimodal / Two Speed IT and Cloud Serverless Microservice ArchitectureRobert Wilson
In a Bimodal IT, the high speed or Innovative Organisational IT allows a business to respond to or create disruption their market.
Two key enablers for this Innovative Organisational IT are:
1. Cloud Services and a Cloud Architecture, and
2. Cloud Serverless Microservice Architecture.
Zensar’s Hybrid IT Solution allows the Banking Enterprise to Accelerate Service Delivery and Management in a Multi-Cloud Environment allowing it to achieve Agility and Flexibility, particularly in Mobile based Applications.
Users and Mobility are driving Change and Disruption in the traditional IT environment.
Customers and Users expect faster response times, availability to systems from anywhere & anytime.
Considering a Next Generation Data Centre to support these changes and deliver the platform you need to right source IT services and applications is a fundamental requirement.
Dimension Data provides insight into how we do this from a User Perspective, through to defining a Mobility strategy and architecting an IT landscape to support this.
Keeping evolution as Constant, Yobitel make a platform for every individual and organization to reinvent and innovate their business during each convergence phase in technology.
End-user computing is not a trend, it's a transformational shiftUni Systems S.M.S.A.
In the new end-user computing environment, people want to stay connected and have access to the best networks and services as a seamless extension of their traditional desktop.
End-user computing is no longer about managing laptops and desktops. Today, we need to support user access to services, applications, and data on any device and in any location.
This revolution promises greater flexibility, productivity enhancements, staff morale improvements, and cost savings.
Your business can benefit from Virtual Desktop Computing.
Citrix Cloud Services: Total Economic Benefits Assessment GuideCitrix
This paper provides guidance to customers wanting to draw economic comparisons between perpetually
licensed Citrix software, and the newer Citrix Cloud service equivalents.
Compared to purchasing, installing, and maintaining traditional perpetually licensed software, the new
SaaS/Subscription approach offers unique technical, financial, and capability benefits.
Proactive Services Through Insights and IoT by M. CaponeCapgemini
Measurable Business Cases for IoT in the Value Chain
IoT is changing the relationship between the customer and the company and enabling companies to develop new business models, but there are also many valuable applications
for IoT in the value chain, which can have immediate and measurable impacts on the bottom line. Capgemini shows the measurable use cases for IoT in the supply chain, product
development, production, logistics, and service.
Speaker:
Michael Capone,
Principal Business Analyst, Digital Customer Experience, Capgemini
Service Delivery Beyond IT - Customer Case Study WebinarIvanti
Seize the opportunity to use your gains in IT Service Management to improve service delivery within and between other departments in the business. Discover how to leverage your best practices to help other business units create and manage their services. And find out how calls into the service desk can be a more productive and satisfying experience.
Join Ivanti and Kifiniti Solutions to learn how organizations are solving the demand for better ways to help customers and users. Hear how the County of Simcoe extended their service management platform to improve delivery of services to all their citizens. Also, see how a fully integrated approach with your phone system further enhances the service experience across the board.
Bimodal / Two Speed IT and Cloud Serverless Microservice ArchitectureRobert Wilson
In a Bimodal IT, the high speed or Innovative Organisational IT allows a business to respond to or create disruption their market.
Two key enablers for this Innovative Organisational IT are:
1. Cloud Services and a Cloud Architecture, and
2. Cloud Serverless Microservice Architecture.
Zensar’s Hybrid IT Solution allows the Banking Enterprise to Accelerate Service Delivery and Management in a Multi-Cloud Environment allowing it to achieve Agility and Flexibility, particularly in Mobile based Applications.
Users and Mobility are driving Change and Disruption in the traditional IT environment.
Customers and Users expect faster response times, availability to systems from anywhere & anytime.
Considering a Next Generation Data Centre to support these changes and deliver the platform you need to right source IT services and applications is a fundamental requirement.
Dimension Data provides insight into how we do this from a User Perspective, through to defining a Mobility strategy and architecting an IT landscape to support this.
Keeping evolution as Constant, Yobitel make a platform for every individual and organization to reinvent and innovate their business during each convergence phase in technology.
OCSL - Migrating to a Virtualised Modern Desktop June 2013OCSL
Webinar slides for the End User Computing Webinar on the 19th June. View these slides for an introduction to Microsoft, Citrix and VMware Technologies and how your organisation can start its transition to the Virtualised Modern Desktop.
For more details or to book a Strategy Assessment, please call OCSL on 0845 605 2100 or email marketing@ocsl.co.uk
Government and Education Webinar: Leveraging SolarWinds to Improve Remote Emp...SolarWinds
In this webinar, our SolarWinds sales engineer discussed how to leverage SolarWinds® to help improve remote employee support at your organization. COVID-19 concerns are changing how organizations run their business and IT operations, dramatically expanding demand for teleworking (work from home) and application access to collaborative systems (like Webex, SharePoint, Teams, etc.). This demand is creating significant challenges for IT operations and has increased the need for IT pros to keep applications, services, and infrastructures up and running—and safe.
During this interactive webinar, attendees learned how to:
Monitor VPN performance with Network Performance Monitor and analyze application traffic with NetFlow Traffic Analyzer
Monitor the performance and utilization of your WAN and VoIP solution with VoIP & Network Quality Manager
Monitor and troubleshoot the application performance of your collaboration systems such as Webex, SharePoint, and Teams with Server & Application Monitor and AppOptics™
Monitor remote end-user experience with Web Performance Monitor
Improve ticketing, asset management, and self-service with Web Help Desk®and SolarWinds Service Desk
Connect quickly and securely and communicate effectively with end users with Dameware® Remote Support
Visualize and analyze key remote support metrics in a dashboard with the Orion® Platform feature, PerfStack™
This talk is about data-driven transformation and its contribution to Digital transformation. The first part shows the necessity to adopt the "software revolution" to adapt constantly to the customer’s environment. I then speak about " Exponential Information Systems" that the the foundation for the data-driven ambitions : Enterprise-wide flows, Customer-time data freshness, Future-proof unified semantics, etc.
The last part talks about Exponential Technologies, such as Artificial intelligence and machine learning, to drive more value from data
Consumers’ expectation is rising for highly visual and engaging content. Using a seasoned systems integrator and Agile methodology, organizations can effectively and quickly test and deploy multiscreen video delivery, thus meeting consumer expectations.
is an innovative provider of “Internet of Things” based products and solutions. Interoperability lies at the heart of everything we do and we aim to be the organization which develops solutions to provide more straight forward interaction between physical and virtual world
Hyperthings is an innovative provider of “Internet of Things” based products and solutions. Interoperability lies at the heart of everything we do and we aim to be the organization which develops solutions to provide more straight forward interaction between physical and virtual world
Showcasing exemplary stories of success where channel partners have gone to great lengths to implement innovative solutions. Acclaiming those partners who have risen to the challenges of the digital era and transformed their business to a solutions offering. Inspiring channel businesses to become value-added providers and trusted allies to their customers. Stories that made a Difference.
Key stories of the edition are as below:
1. FUELING GROWTH - CDW Middle East & Africa
2. NEW FRONTIERS- EmaxIT International
3. LAYING THE FOUNDATION - Innovative Incorporation
Trading
4. CRITICAL CONNECTIONS- Visiontech Systems International
5. THE BIG PICTURE - BMB Group
6. THE LAST LINE OF DEFENSE - Maxbyte Technologies
7. BANKING ON THE FUTURE - ConSol Enterprising IT
8. TOP GRADE - Cloud Box Technologies
9. EAGLE EYE - Fox Data Dubai
10.SECURE GATEWAYS - Virus Rescuers
OSGi & Java in Industrial IoT - More than a Solid Trend - Essential to Scale ...mfrancis
OSGi Community Event 2016 Keynote Presentation by Robert Andres (Eurotech) & Walter Hofmann (Hitachi High Technologies)
With the promise of “real” IoT, the requirements for computational capabilities and agility at the edge demand IT-centric architectures and solutions that are based on open and industry standards. “IoT stacks” that are built on OSGi and Java’s solid foundation ensure effective modular software development and management on abstracted hardware.
Total cost of ownership in these IoT solutions matters a lot more than the simple combined hardware and software cost per edge node. Sophisticated software elements – including business intelligence tools, databases, and analytics packages – leverage data remotely and centrally to achieve the best results for customers. A perfect example of an analytics solution using such an approach is the predictive maintenance solution that Hitachi offers, leveraging Eurotech’s IoT hardware and software building blocks that heavily rely on OSGi.
The business alchemy of the IoT. The M2M/IoT community
is now carrying out a transformation, turning silicon, copper, rare earth elements and the airy ether of the radio spectrum into new products, services, business models and profits.
Presentation gives more insight about what is Converged Infrastructure , types of Converged Infrastructure and its benefits. Also it provides details about various Converged Infrastructure vendors in market and their shares.
Similar to Smart city IT operations- manage solutions complexity (20)
Smart city IT operations- manage solutions complexity
1. Operating IOT and Smart cities - a real world use case
IOT changes the game: The internet of things changes the prevailing model where humans
interact with machines via a web browser. As devices start peering with devices, and processes
get interconnected, devices can interoperate both locally and globally. Decisions are made as
per predetermined rules, and responses to stimulus occur locally. The changes that have
created the Internet of Things aren’t changes to the internet, but rather changes to the things
connected to the internet—the devices and gateways on the edge of the network that are now
able to request a service or start an action without human intervention.
Today the momentous development in Social Media, Mobility, Analytics and Cloud has created
the perfect storm. These are further snowballing thanks to –lower manufacturing cost of Smart
devices, availability of High Bandwidth connectivity via 4G mobile networks, Proliferation of
Flexible cloud computing models, emergence of Application Aware Software Defined Network
architectures and Government policies and incentives to promote investment in these area
Complexity of IOT –Platform view: This proliferation of interconnected multi-vendor devices
creates enormous management complexity. The devices must communicate and coordinate
seamlessly, and exchange data collected via disparate protocols, creating a need for
Protocol/API integration layer that scales across thousands of devices. Next, the ability to
Onboard (Provision) thousands of these edge devices almost instantaneously and
automatically. When was the last time anyone called the technician? With everyone on-board
and transacting using mobile wallets, and sharing all manner of personal information, secure
multi-tenancy is a table stake. The Cloud Services Platform plays a critical role in
Orchestrating these complex tasks.
Complexity of IOT –Infrastructure view: Under the hood a secure, scalable and flexible
infrastructure provides the foundation to run complex applications. Inside the data center, an
intelligent stack of server, storage, load balancers, security firewalls, virtual machines
collaborate securely with intelligent gateways and wireless LANs to provide secure peering and
aggregation of IOT devices. Today these devices have intelligence that dynamically alters the
profile of the infrastructure stack to match the application running on top. Quite like the edge
devices, these devices need to be provisioned with minimal human intervention, and periodic
OS and firmware updates need to be pushed. When things break down, or performance of the
application degrades, the problem could be on any device or a combination of devices that are
not configured properly or have inter working issues
Context for Smart city/ IOT use case: A 1500 acre township developer decided to deploy IOT
in every home, and building common area to automate lighting and cooling, to secure homes
through IOT based surveillance, and to run tutoring and concierge services using high
definition video conference. The developer needed a city operations center to run the township.
A service delivery platform (SDP) was deployed to provide monitoring dashboard and controls,
and an application layer to mediate between edge devices. An Integrated Operation center (IOC)
was created to provide IT Services to manage these IOT devices sourced from multiple vendors,
an application platform, and IT infrastructure for an entire city block, providing a consistent
customer experience.
Managing Complexity- IOT Managed Services: So what are these challenges? these include
technical issue management and resolution, troubleshooting, tracking, managing
2. configurations, changes, software upgrades, knowledge management, hardware procurement /
replacement, and reporting. Processes and procedures were developed to solve these problems.
A key feature of this IOC architecture was that, in addition to providing on-site resources to
manage IT operations and a help desk, a significant chunk of proactive and reactive support
was provide remotely through a global shared services model that leveraged expertise without
locational constraints, and access to entire network and application stack remotely.
What was Built- the IOC architecture:
The Integrated Service desk (ISD): is the entry point for all customer service calls. It presents
an integrated service view for facilities and IT service requests coming from residents such as
“video surveillance is down” or “send me a plumber”. The ISD team uses the management
portal and trouble ticketing system provided in the service delivery platform (SDP) to log and
manage service requests and escalations. Integrated into this service desk is also Level 1
reactive IT support; this team leverages the same management portal to manage IT incidents.
They observe the incidents tickets proactively to provide knowledgeable response to service
requests. The team is dedicated to the local facility, and their skill set is broad but not deep.
Solutions specialists &maintenance team: This is a core technical level solution support
team that provides Fulfillment (provisioning devices & managing change) and Assurance (end
to end reactive and proactive technical support) for the entire solution. Through well managed
processes, leveraging skilled resources available 24X7 (across global delivery centers) and
tooling (on the service delivery platform) this activity is performed remotely with the support of
a handful of on-site technical resources to provide hands and feet local support.
Their responsibilities include:
Intermediate incident and problem management
Troubleshooting & Parts replacement using Remote Technical Support
Proactively manage solutions leveraging monitoring tools embedded in the SDP
Recover and replace faulty devices by peering with onsite field support
provision new services or make changes to existing services
Maintain a known error database to continually improve service response
Day 2 Operations
for IT & network
Infrastructure
services
Technology to enable
Domain services -LAN,
WAN, Data centers &
all applications
Day 2 Operations
for S+CC Domain
Services
Facility Management,
Physical Safety &
Security management,
Video Concierge
Integrated Service desks to provide all
Customer interface
Call center and Technical service desk
3. Command center: The IOC command center was designed to analyze incidents and perform
cross-domain correlation, improving P1 incident response and resource coordination,
reporting, managing critical escalations between service desk, on-site resources, remote TAC
and development teams. They handle all special requests and provide the “One Stop Shop” for
critical problems until resolution. With the availability of superior analytics capability, machine
learning and automation, flat management style, the IOC Command center in hind-sight seems
a redundant appendage.
The solution support model? how was it developed into a profitable service: How did we
assemble and sustainably build a group of support specialists with knowledge and expertise to
support 5-10-20 solutions involving data center components, unified communication
architectures, video surveillance equipment, HD video conference, and building HVAC and
lighting controls? How did we bring multiple experts under one roof, and pay for their expertise
while ensuring profitable service delivery? How to work with multiple vendors and their support
and development organizations? How to anticipate interoperability and configuration issues
that contribute more than 70% of incidents? How to give customers the confidence of single
window support, and price them attractively?
Solution Support is an innovative service built on a remote, shared support model developed in
response to the above challenges. A team of experienced engineers were trained on multi-
vendor technologies that constitute various solutions. This global, virtual team was housed
inside existing global technical delivery centers, leveraging and contributing to existing pools of
TAC expertise. Global processes were developed and linked through information exchanges (e-
ticketing) interconnecting vendor TACs to manage support cases. Our proactive response and
accountability for supporting our solutions was welcomed by the customer(s) who paid
premium support price. These premium multi-vendor support services were offered as sku’d
offers- easier to sell and reorder. The shared support model built service profitability. Proactive
and timely resolution meant lower demands on backbone TAC. Multi-vendor support expertise
was built over time, and several TAC engineers got new career paths, improving overall
employee engagement.
How was this SOW based offer priced: These solution sku’d support services were combined
with existing support contracts, and dedicated on-site resources through a be-spoke statement
of work driven (SOW) offer. Having the expertise to defend and support the entire solution
meant we could offer SLAs. In response to customer’s demand, we prepared a blended delivery
team comprising customer’s on-site support engineers o worked in concert with the remote
solution support team. Through remote operations, we were able to retain critical solution IP –
ensuring longer term service renewals; a Build operate and transfer (BOT) plan ensured
gradual transition to customer led on-site support.
How was the service built: An internal service development process was leveraged to review
and validate offer design and development. Clear milestones ensured timely delivery against
pre-defined goals
4. How was the project managed, including presales and deal support: The project was
defined and managed using a PMO approach. The PMO was tasked with assessment of IOC
architecture, schedule, budget and risks. The PMO drove the development and assessment of
the statement of work (SOW), definition of measurement systems and operate SLAs, and a
cross organization deployment plan.
An IOC Managed Services business development team dovetailed into front-line sales to
capture customer support requirements, and provide customer education and deal support. On
the backend it peered with the professional services sales, solution and service delivery
platform (SDP) development teams, Technical services product development team and solution
TAC delivery teams, ensuring we built an inventory of re-usable service assets.