SolveDirect - Integration of Multisourced Service Processes
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This is a quick overview of how SolveDirect can help you to overcome the major challenges of IT service management through smart service integration. If you have any questions please forward to info@solvedirect.com
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SolveDirect - Integration of Multisourced Service Processes
- 1. Efficient Service Delivery: Integration of Multisourced Service Processes February 6th 2012 www.solvedirect.com V03022012
- 2. Current Challenges in Service Business 20% of incidents involve multiple parties Incompatible applications involves Increasing partners and process a “swivel chair” dual input complexity Need to make more effective use IT automation is necessary to be of limited resources competitive Shorter duration of outsourcing contracts www.solvedirect.com 2
- 3. Headaches of CIOs How to govern the rising number of parties in the service process? Can we scale to meet the demands of a competitive market? Are we able to provide a unified service experience using existing tools to drive efficiency? How to increase speed of service delivery to provide unique services? www.solvedirect.com 3
- 4. How to manage all parties in the service process? Manual Collaboration with Partners: Fragmented service delivery process 1 … 2 Disparate sourcing partner implementation of ITIL standards 7 3 Low levels of automation No clear method to monitor 6 4 service levels in real-time 5 Flat data www.solvedirect.com 4
- 5. Do 1:1 Connections Enable Scalability? 1:1 Connections with Partners “Swivel Chair” – rekeying data 1 between different systems … 2 Incomplete and inconsistent data quality 7 3 No clear way to consistently govern across sourcing partners 6 4 5 www.solvedirect.com 5
- 6. Integrating a Multisourced Service Delivery Seamless collaboration and automated processes across multiple parties to their end customers via one central hub with SolveDirect. All parties in the service process keep their systems and integrate to the central hub Continuous workflows ensure high data quality High scalability & fast time-to- market: Rapid Onboarding of all business partners & systems Common service level monitoring and reporting for all parties in the service process www.solvedirect.com 6
- 7. Complex Integration Made Simple www.solvedirect.com 7
- 8. Complex Integration Made Simple High Standardization: Processes are connnected to the Core only once – High Scalability Rapid Implementation: Minimal communication and coordination effort required with partners Simple Adjustments: Changes need to be done only once lower implementation and operation efforts www.solvedirect.com 8
- 9. Streamlined and Fast Service with SolveDirect COLLABORATION GOVERNANCE QUALITY Smart Process Integration Transparency through Rapid Service Delivery and - Seamless and Automated End-to-End Monitoring Unique Service Offerings Central Hub for all The Entire Service Chain at a Glance Unified Experience – High Customers and Service Customer Satisfaction Partners SLAs, KPIs 80% Savings on Prevent Service MTTR Integration Costs Bottlenecks and Penalties Reduced up to 25% www.solvedirect.com 9
- 10. End-to-End Monitoring of Service Delivery Service 3rd Party SLA Management Integration Management CMDB Integration ERP Integration • Real-time Data • KPI Analysis Monitor complex service chains • Multi Level Identify service bottlenecks and avoid SLA penalties Controlling 10 www.solvedirect.com
- 11. Success of Satisfied Customers "High transparency “… to implement “… to integrate our and a shorter Mean seamless end-to-end different service Time To Repair led to service processes providers very easily improved relationships together with our and create a single between customers and service partners and point of contact. NextiraOne, along with offer excellent service at Besides we realized increased customer low price to our huge time savings for satisfaction.“ customers.“ our Store Managers.“ Frank Baasner, Jean-Luc Amagat, Senior Service Partner Roland Hahn, CIO Manager Head of IT-Service www.solvedirect.com 11
- 12. SolveDirect – Over a Decade of ITSM Integration A Leading Expert and Provider of ITSM Integration Solutions Business Process Network for Multisourced IT Services Software as a Service in the Cloud A Decade of Successful Projects – Founding in 2000 Over 200 customers on 5 Continents on a Single Platform www.solvedirect.com 12
- 13. Contact info@solvedirect.com + 43 1 585 3555-0 +1 408 524 1676 www.solvedirectblog.com Connect via LinkedIn Connect via Xing Follow on YouTube Follow on Twitter www.solvedirect.com
Editor's Notes
- Too many resources are dedicated to maintenance instead of innovation:Innovation necessary to differentiate from competition with new service offeringsIntegration today is often done via “swivel chair”: High manual effort and high error rate from repeated data entryThe duration of outsourcing contracts is getting shorter:Low switching costs necessaryUse of own systems is essential to increase efficiency and profitability:Usage of the customers systems is not the solutionQuestions that arise out of these arguments:How to govern the rising number of parties in the service process?Can we scale to meet the demands of a competitive market?How to increase speed of service delivery to provide unique services?
- MTTR 25% reduced – customerexample Cisco (exactnumber: 24,8%)No manual intervention requiredAll information included in the ticket including complete history. Therefore, less queries and faster processingOptimized use of resources: deliver more service with the same resources
- NextiraOneDirect sales und Service presence in 16 countries, Service Partners in 100 countries worldwide, Revenue 2010: 1 B € - 50% of this services, 4500 employees, 60.000 customerService Delivery: > 100.000 Incidents per month, 2500 Service ProfessionalsDecentralized and Multinational Organization with different systems: Siebel, OmniTracker, SAP R3, ECC6, CRM5, Lotus Software, Tigerpaw Software, CDC Software PivotalHow is SD used: Integration of customers and partners (Eplus will be connected first), Ticket Sharing within NextiraOne across different systemsRequirements: fast Time-to-Market, high scalability, wide functionalitySiemens Enterprise CommunicationsService Deliverytogetherwith Strategic Partners oroutsourceddirectly to partners. These partnershave to beintegratedcentrally, otherwisetoomanyconnectionsnecessary.Requirements for integration: One Standard Interface for all Alliance PartnersEnd-to-End SLAs and Reporting, Workflow Integration, Bidirectional ticket creation, various Ownership models, Adjustments per Partner not per customerprojectSPARThe grocery store group SPAR Austria, has outsourced IT services for incident management for their technology equipment POS (Point-of-Sale) printers, POS cash registers, electronic scales, telephony equipment, electronic payment systems across 1,270 stores with SolveDirect.With SolveDirect SPAR canensure continuous, transparent and accelerated service processes throughout all of the SPAR stores. Service management information is automatically exchanged between SPAR’s systems and those of their IT service providers.GOALS: Automation of the processes involved in incident management Efficient management of all service providers and device manufacturers Easy integration of new service partners Inventory – IT devices BENEFITS AND RESULTS: Management of 1,270 grocery stores Inventory of 40,775 IT devices Processing of 71,766 help desk tickets since 2000 Time savings over 10 years for SPAR’s Store Managers: including all calls, data collection, troubleshooting, etc. is 2.5 hours per day, 7,475 days, 267 months, 22.25 years With a market share of 29.2 % of the grocery industry in Austria, according to ACNielsen, SPAR is the strong number two. In fiscal year 2010, SPAR in Austria had about 38,000 employees, reached revenues of 5.15 billion Euros, and achieved with 4.5 % the highest growth in market share of all food retail companies in Austria. Highly efficient IT support for the stores is absolutely critical for SPAR. In order to deliver impeccable customer service, devices must be repaired quickly in the event of failure.