fulfilling promises of remote infrastructure management
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TRANSCRIPT
FULFILLING PROMISES OF REMOTE INFRASTRUCTURE MANAGEMENT
A N RaoVice President , IT Infrastructure Services
Cognizant Technology Solutions
Content …
• Third wave is finally here …• Setting the context• The Promise : why do CIOs go RIM way?• Delivering the Promise
3rd WAVE IS HERE TO STAY … the Euphoria … and the Tingling Sensation ..
• ADM, ITES set the offshore tone ..– Telecom, blended delivery, capability
• Infra oursourcing is NOT new– “Remote” is
• CIOs are ready to “open” the data center to remote outsourcing
– Outsourcing real time operations
– Stressful thing to do
– Without the buffer zone of AD
– Control of Crown Jewels
• Largest growth potential service– 80% + CAGR over the past 3 years
– US$ 13Bn + by 2013 (NASSCOM)
– Yet under penetrated
• Constantly shifting business context• Knowing and nurturing the promise
vital to succeed in 3rd wave
Data Source : Gartner Dataquest
Setting the context ….
WHILE I WASN’T EVEN SLEEPING …….
• Life sure changed since Rip Van Winkle• Sweeping changes in the world of IT
– Past few years have been a frenzy
– Coincide with the growth years of RIM
• Unbundling of mega deals of late 90s, early 2000s’
– Service Integration takes center stage
– Multi Vendor Governance
• Disruptive shifts in technologies– SaaS, Utility, Market Services, Virtualization
– Ageing Y2K investments in even more ageing ‘non Green’ data centers
– Mixed levels of readiness to manage
• Discontinuities in business landscape and models
– Business involvement in shaping deals
– Changing expectations from the CIO
• The back drop for the outsourcing CIO is shifting ..
Rip Van Winkle, 1869.
KNOW THE SHIFT IN THE RULES OF THE GAME ..BEFORE WE KNOW WHAT THE PROMISE ENTAILS …
Garter The Top Ten Technologies 2004•Instant Messaging•Real Time Data Warehouse•WiFi Security•Internal Web Services•Policy based management•IP Telephony•Utility Computing•Grid Computing•Network Security Technologies•RFID Tags
Gartner The Top Ten Technologies 2008 : Green IT, SaaS, MDM, BPM, Virtualization 2, Real world Web, UC … etc.,
Business Requires Agility
Ind
ustrializatio
n o
f ITP
rim
acy
of
Bu
sin
ess
Do More With Less
Business Process Outsourcing(BPO)
Global Sourcing(Offshore)
ITInfrastructureUtility
Business Process Utility (BPU)
Value Gap
Software as a Service (SaaS)
ProvidersBuyers
CHANGES IN BUSINESS FORCES INFLUENCE THE EXPECTATIONS AND DRIVE THE BEHAVIOUR
SOURCE : GARTNER
WHAT DO RIM CUSTOMERS LOOK FOR?
LETS’ DOUBLE CLICK
Why do customers go the RIM way ?
Source : FORRESTER
HOW DO RIM CUSTOMERS FEEL TODAY ?
Delivering the Promise
What does it mean?
What does it take?
RELATIONSHIP & EXPECTATION CONTINUUM
RFP D SELECT DUE DIL CONTRACT TRANSITIONSTEADY STATEYEAR 1 RENEW
Financial Benefits
Delivery to Promise
STEADY STATEYEARS 2
Proactive Partner
Relationship Management
Smooth Transition
1
2
3
4
5
Happiness curve …
Well governed relationshipLeads to renewal …
Failed / unmanagedExpectations . Change In partners…
The Mix
• Customers go remote for multiple reasons– Costs continues to be the primary ‘invisible hand’
• And is an expectation from the economy (not the service provider)
• What really is the SP’s value?– Assure by design : multi dimensionally
• Service capability and capacity• Service Delivery & Assurance• Service Continuity• Service Improvement : 2nd, 3rd generation cost take outs• Value add and transparency• Service Experience by the business the IT organization supports
Design for delivery …
• Create a continuum of expectation management– Manage the hand offs in sales process.– Execution teams provide a sense of continuity : bring them on early
• ITSM Best practice roles construct– Config Manager, Problem Manager, Capacity and Availability Managers– Roles, not necessarily dedicated people
• Capture the commitments and design for their delivery• CRITSIT : Have situation managers by choice
– this is where you break a customer’s heart
• Layout and teaming drives behavior and enables process flow : – Invest in the right Infrastructure
• Pay attention to your voice infrastructure– Its not just for your call centers– Conference call rooms, video conference, – Be reachable
Process Framework …
• An area of consistent over promise – under delivery
• Certification is good, but it only assures you a baseline :– not a great customer experience
• Combine a process based approach with a measurement based approach– One gives you consistency : the other questions status-quo– ITIL-ITSM / ISO 20000 blended with 6Sigma-Lean
• Customers look for maturity that can be experienced– Operations Maturity = f ( Delivery Process Maturity, Technology Competency
Maturity, Automation Maturity)– Invest in all three in a manner that can demonstrate results
• Drive for data and metrics based culture– Data removes perception and emotion
• Operational audits enhance Process audits• Train, train and train.
– When done, train, train and train
Automation ….
• Often, clichéd and under exploited• Customers love automation and its potential• Work flow automation and task automation• Tools world has really changed : use it wisely
– SLM, Run Book Automation, BSM– Assurance, productivity, repeatability, Operational Transparency
• How ITIL aligned is your automation?– CMDB, inter-linking of incident, problem, change, configuration
and service request handlers and service entitlement of a CI– Capacity and availability planning are not a contract element– They assure your Incident Management
Innovation & Transformation …
• Use simple frameworks and strong governance to drive• Joint innovation councils assure participation on both
sides– And results
• Separate CAPEX intensive transformation plans and service transformation and process innovation blue prints– And drive them on parallel tracks
• Right benefit sharing models
Governance ….
• Life Blood of a relationship• Guided by Contract : Driven by what is right• Delivering the promise is not merely a performance issue• Relationship without good governance goes pedestrian
and bad• Transitional governance (management of the change and
project) vs. Steady state governance (management of operations and relationship)
• Multi dimensional : Multi level– Daily, Weekly, Monthly, Quarterly– Operational, Relationship, Escalation and Exception management,
Strategic
IN SUMMING UP …
• Business context for IT has become complex and dynamic• Drastic change in the expectations from the initial outsourcing days
when outsourcing went remote ( O/S to RIM)• Right management of expectations makes for a great start• Post sale governance mechanisms for delivering the promise are
vital• Cost drop on going remote is great
– But not good enough to keep the spark in the partnership live
• Consistent execution and innovation mechanisms and operational transparency make for a great RIM experience.
