8th annual world congress. london. 2014-mh
TRANSCRIPT
16-17 September 2014Hotel russell, London
8th Annual
WORLD CONGRESS
350+participantsin 2013
THE eventto attend for allyour ManagedServices needs!
Evolving Managed Services Models,Technologies and Partnerships
2014 Visionary Panel Includes:
Customer ExperienceManagement
IT, Security and BSS/OSS
Cloud BasedManaged Services
Energy EfficiencyManaged Services
Network SharingManaged Services
New Business & RevenueSharing Models
Managed ServicesContracts Renegotiation
Case Studies & BestPractice Examples
www.managedservices-world.com #MSWC
2014 Sponsors Include:
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Thomas NienaberVice President of ValueChain OptimizationDeutsche Telekom
Premier SponsorLead Sponsors Visionary Sponsor Knowledge PartnerLanyard Sponsor Associate Sponsor Event Supporters
Dr. Ahmed H. Al-TheneyanChief TechnologyOperation OfficerMobily
Michael yueVice President, Network OperationsPCCW-HKT
Saurabh GuptaHead of SourcingTransformationVodafone
Nikos BabalisCEOVictus Networks
Fritz KlingerSenior Technical Expert –Group Technology,Operations, Maintenanceand QualityTelekom Austria
Ana NakashidzeCTOSilknet
Mohamed HosnyManaged Services &Outsourcing DirectorGlobal Telecom
Jaydeep AdhikariGeneral ManagerProcurement andContractsReliance Jio Infocomm
Josef SikyrVice President ServiceOperationsT-Mobile CzechRepublic
Pre-conferenceWorkshop
Resolving the most important MS issues:
Practical insights15th Sept.
13.30 - 17.00
PLUS
16opera
tor
case
studies
*FREE FOROperators!
www.managedservices-world.com
NEW! Interactive
OPERATOR AND EXPERTMINDSHARE
ROUNDTABLES
Showcase of the LEADING
Managed ServiceProviders
NEW! Tailored
pre-conferenceworkshop Sept 15th,
13.30 - 17.30
REASONSTO ATTEND
IN 2014
Thomas NienaberVice President of ValueChain OptimizationDeutsche Telekom
Dr. Ahmed H. Al-TheneyanChief TechnologyOperation OfficerMobily
Nikos BabalisCEO,Victus Networks
Michael yueVice President, Network OperationsPCCW-HKT
Peter RakeManager CustomerExperienceKPN
Gurmit BenawraPrinciple and ManagedService ArchitectTelefonica O2
Miroslav AntolWholesale BusinessAdvisorSlovak Telekom
Josef SikyrVice President ServiceOperationsT-Mobile CzechRepublic
Jaydeep AdhikariGeneral ManagerProcurement andContractsReliance Jio Infocomm
Fritz KlingerSenior Technical Expert,Group Technology,Operations,Maintenance & QualityTelekom Austria
Mohamed HosnyManaged Services &Outsourcing DirectorGlobal Telecom
Ana NakashidzeCTOSilknet
Mohamed AbdelRahmanTechnical Contract Senior ManagerEtisalat
Saurabh GuptaHead of SourcingTransformation,Vodafone
Chris BuistDirectorColeago Consulting
John AbrahamSenior Analyst,Analysys Mason
Mike ConradiPartnerDLA Piper
Kris SzaniawskiLead AnalystOvum
Sai TunuguntlaPrincipalA.T. Kearney
Manfred SchmitzPartnerDetecon International
Søren SkibstedPartnerKromann Reumert
Andreas HerzogVP Managed ServicesComverse
2014 Expert Speaker Panel
WELCOME TO MSWC 2014The Managed Services industry is as eventful as ever.Certain deals are reaching their end, the performance ofongoing deals is being measured against key businessobjectives, and people are asking pertinent questionsaround Managed Services issues, for example: how canMSPs provide better services to operators, and howcan operators more productively plan, outsource andreview managed services?
This year’s Managed Services World Congress, willcombine business research and expertise to ensure anunparalleled focus on the most salient topics in theindustry. These include; new models for managedservices, revenue sharing options, network sharingbetween operators, cloud-based managedservices, customer experience management aswell as renegotiating and expanding existingdeals with MSPs.
With more time to network, explore newtechnologies and engage in discussion withindustry leaders through Roundtables andOperator Mindshare sessions, MSWC 2014brings the best of industry intelligencecombined with the latest MS experiences.Simply put, it is the best possible opportunityto meet global operators at CxO level,industry experts and top solution providers,all in one place.
We look forward to welcoming you to the event!
WORLD CONGRESS
NEW! Both developed andemerging marketfocus, with global
speakers
PRE-CONFERENCE WORKSHOP 15 SEPTEMBER 13.30 – 17.00
Resolving the most important MS issues: Practicalinsights
This pre-conference workshop explores the MS issues andsolutions that network, IT and customer experienceprofessionals face whilst working on projects. The session isrespondent to the needs of its attendees, and has beentailored to an insightful survey taken in advance of theworkshop. The facilitator will adjust the workshop agenda toensure that participants derive the maximum value fromtheir attendance, while addressing the following:
• Introduction to ensure attendees have a commonstarting point for the workshop: Best-practice MS lifecycle from strategy to delivery for network, OSS and BSS
• How can an existing MSP relationship be improved?• Countdown to contract expiry: An approach for
renegotiating the potential switch to another MSP orbringing services back in-house
• How to decide between single versus multi-sourcing?• The implications of network sharing on MS
Workshop leader: Chris Buist, Director, Coleago Consulting
Chris has 30 years international senior management experience in the Telecommunications and Media sectors. He has worked in more than 20 countries at the CxOlevel for network operators, equipment vendors andmedia companies. His main areas of expertise include: business/technology strategic planning;product/service development and operations andnetwork/OSS/BSS performance improvement.
NEW! Pre-conference
operator welcomereception, on
September 15th
FREE to attend foroperators
NEW! Demo:
Live contractnegotiation on
stage
NEW! Topics on
cloud-basedManaged Services
Dr. Leroy G. Blimegger Jr.Global President,Assurance & ManagedServices, Huawei
yoav GuezVP Services r&DAmdocs
Amit DhingraVP Managed ServicesNokia
Sanjay SaxenaDirectorHuawei CEM Solution
Adam NashTechnical ConsultantWebroot
Joel SchneiderGlobal Managed ServicesNetCracker
Jean-Michel ChaponBusiness and NetworkConsultingHuawei
www.managedservices-world.com
ANALYST
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08.30 Registration and Refreshments
09.00 Welcome from the Conference Chair and Speed NetworkingChris Buist, Director, Coleago Consulting
EVOLVING MANAGED SERVICES FOR CURRENT AND FUTURE BUSINESS NEEDS
09.10 Keynote: Secret(s) to MS Success – Pitfalls and Pathways• Overview of NT and Managed Services - DTAG and Managed Services in NT domain• Managed Services implementation timeline in the past; Considering the roles of
stakeholders in MS• MS implementation traps and delays• New MS implementation framework – how we did it, including team set-up and
ingredients for a successful MS implementationThomas Nienaber, Vice President of Value Chain Optimization, Deutsche Telekom
09.35 Keynote Presentation: Strategic Partnership with Evolving Managed ServicesDr. Leroy G. Blimegger Jr., Global President, Assurance & Managed Services, Huawei
09.55 Best Practices for Managed Services• CEX driven managed services• Service Assurance model• SQM/CEM adoptionDr. Ahmed H. Al-Theneyan, Chief Technology Operation Officer, Mobily
10.20 Applying Business Innovation To The Art Of Managed ServicesSocial, Mobile, Analytics & Cloud are driving the future of the communications industry; in order to succeed, service providers struggle to find the right business paradigm. What tools are needed to overcome these challenges and to navigate towards the right path without relying on pure magic?yoav Guez, VP Services r&D, Amdocs
MANAGED SERVICES BUSINESS MODELS
10.45 Overview of Managed Services Trends• A snapshot of the latest global trends• Evolving managed services and new business models• The role of service and experience management, operational transformation and other
new practicesKris Szaniawski, Lead Analyst, Ovum
11.05 Towards a Successful Managed Services Business Model• Network KPIs as main assessment tool of MS performance• Process KPIs as deterioration preventive governance tool• MS partnership evolution in terms of scope and efficiency
Mohamed Abdel Rahman, Technical Contract Senior Manager, Etisalat
11.25 Networking Break and Refreshments
VALUE-BASED MANAGED SERVICES
12.05 Panel: Discussing the Effectiveness of the Direction That Value-basedManaged Services Are Taking• Operator experiences with partner vs. provider in value-based managed services• Do value-based managed services offer real value to operators (MNOs and MVNOs)?• Measuring and sharing the benefits between the operator and the provider• real-life examples and experiences of value-based managed services • How is the current direction of managed services affecting customer experience management?Dr. Ahmed H. Al-Theneyan, Chief Technology Operations Officer, MobilyAna Nakashidze, CTO, SilknetMiroslav Antol, Wholesale Business Advisor, Slovak Telekom
12.45 Keynote: Expert Advantage for Tomorrow’s OperationsAmit Dhingra, VP Managed Services, Nokia
13.05 Keynote: Key Success Factors in CEM Transformation and Converged OperationMichael yue, Vice President, Network Operations, PCCW-HKT
13.25 Lunch
CONTRACT CONSIDERATIONS: EXPIRy, RENEWAL, RENEGOTIATION, EXTRA SERVICES
14.35 Second Generation Outsourcing of the Network Management - Legal thoughtsMike Conradi, Partner, DLA Piper
14.55 Panel: Debating the Next Generation of Managed Services Contracts• From experiences so far on both the operator and the MSP side, what are the key
contract requirements for a successful partnership?• The deal making phase: Key considerations for renewing an existing contract or forming
a new contract• The key issues in managed services contracts we came across so far – how to resolve these• How can the MSP offer new services or extend its services if the contract is not up for
renewal yet?• Operator vs. MSP perspective on managed services contract renewalsJaydeep Adhikari, General Manager Procurement and Contracts, Reliance Jio InfocommManfred Schmitz, Partner, Detecon InternationalMike Conradi, Partner, DLA Piper
FOCUS ON CEM
15.25 Connecting Customer Experience and Managed Services • How to connect the MSP to the business needs of the operator• Bridging the gap between offshore managed services and onshore customer experience• The role of customer journeys in managed service engagementsPeter Rake, Manager Customer Experience, KPN
15.45 Networking Break and Refreshments
16.15 OPERATOR AND EXPERT MINDSHARE ROUNDTABLESFurther details, topics and speakers are included on the next page
17.15 Case Study: Exploring and Implementing Network SharingNikos Babalis, CEO, Victus Networks
17.35 One, Few or None? Discussing the Number and Types of MSPs for Most Effective Managed Services DeploymentSai Tunuguntla, Principal, A.T. Kearney
18.00 Closing Remarks from the Chair and End of Day 1 MSWC 2014, with Networking Drinks
08.45 Conference Registration
09.00 Conference Chair’s AddressChris Buist, Director, Coleago Consulting
DEFINING THE SCOPE AND QUALITy OF MANAGED SERVICES
09.05 Keynote presentation: The Innovative Vodafone Way – How to be Successful in a Multi-affiliate ModelSaurabh Gupta, Head of Sourcing Transformation, Vodafone
09.25 Exploring New Models for Managed Services• How can operators define more efficient models for outsourcing their network services?• Adapting existing MS models to operator’s latest services and opportunities and threats in
managed services• Examples of managed services models, issues and solutions in practiceJosef Sikyr, Vice President Service Operations, T-Mobile Czech Republic
09.45 Positioning Managed Services at the Center of your Strategy to Compete and Win in Today's Hyper-Connected WorldIn today’s challenging environment of demanding customers with endless choices, your business model must provide you maximum flexibility while maintaining the highest quality that your customers demand. • How positioning Managed Services ¬ at the center of your strategy can provide the
environment you need to compete and win in our evolving hyper-connected business world.
• Statistics and insights from success stories worldwideAndreas Herzog, Vice President Managed Services, Comverse
10.05 Performance Management in 2014 - How to Effect Savings and Improve Network QualitySøren Skibsted, Partner, Kromann Reumert
10.25 Closed Loop Management by Service Operations Center• What is service operations• Different closed loop scenarios• Closed Loop Management & BenefitsSanjay Saxena, Director, Huawei CEM Solution
CAPTURING THE GROWTH OF CLOUD-BASED MANAGED SERVICES
10.45 Adaptable Managed Services: Delivering Tailored Solutions from a Private CloudJoel Schneider, Global Managed Services, NetCracker
11.05 Panel: Opportunities in Cloud-based Managed Services• The experiences of operators who have implemented cloud-based managed services• Considerations and expectations of those who are considering cloud-based
managed services• MSPs’ advice for cloud-based managed services• Maximising the customer experience in cloud-based MS• What is the impact of SDN and NFV on managed services?Gurmit Benawra, Principle and Managed Service Architect, Telefonica O2Fritz Klinger, Senior Technical Expert – Group Technology, Operations, Maintenance and Quality, Telekom AustriaAdam Nash, Technical Consultant, WebrootJean-Michel Chapon, Business and Network Consulting, Huawei
11.35 Networking Break and Refreshments
OPERATOR CASE STUDIES
12.15 Becoming More Energy Efficient as an Operator While Using Managed Services – Lowering Energy Consumption While Boosting Efficiency through Technology and Operation Strategies• How to lower energy consumption and increase efficiency• New business and contractual models to increase network energy efficiency• Profit & Loss and OPEX implicationsMohamed Hosny, Managed Services & Outsourcing Director, Global Telecom
12.35 The Importance of Clear Definition of Service Scope and Service Levels for a Managed Services Relationship• What service definition and SLA should focus on • A clear understanding of the actual situation is the best basis for service and
SLA definition• Structure for service scope definition and Service level agreementsFritz Klinger, Senior Technical Expert – Group Technology, Operations, Maintenance and Quality, Telekom Austria
12.55 Lunch
14.15 OPERATOR AND EXPERT MINDSHARE ROUNDTABLESFurther details, topics and speakers are included on the next page
15.15 Networking Break and Refreshments
15.45 Case Study: Realising the Importance of People in Managed Services ImplementationJaydeep Adhikari, General Manager Procurement and Contracts, Reliance Jio Infocomm
16.10 Analyst Review and Round-up of Managed Services World Congress 2014Chris Buist, Director, Coleago ConsultingKris Szaniawski, Lead Analyst, OvumManfred Schmitz, Partner, Detecon International
17.00 Closing Remarks from the Chair and End of Conference Day 2
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AGENDA DAy ONE - 16TH SEPTEMBER 2014 AGENDA DAy TWO - 17TH SEPTEMBER 2014
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