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ICT Service Management Reporting

Albert JacobsKBC Bank & Insurance Holding

SEUGI 21

Vienna 2003

2Albert Jacobs - KBC Bank & Insurance Holding18/06/2003

Leasing/Factoring

Traditional Retail/SME

Banking

KBC Bank and Insurance Holding

Products

Distribution

Market

1 165 retailbranches

30 corporatebranches

28 privatebanking

branches

684 tied insurance

agents

> 2.6 million individuals + 12 300 corporates + 12 800 high net worth individuals

MerchantBanking

CapitalMarkets / Trading

Asset Mgt. / PrivateBanking

Insurance/Re-

insurance

StockBrokerage

Internet / electronicchannels

1055Centea bank

agents

Unique Multi-Channel Distribution Platform in Belgium

dd. 01/06/02

Retail & Private Bancassurance �Audit

�Compliance�Sec. BoD & EC�Legal Division�Fiscal Department�Risk Management�Occup. Health & Security�Merger Implementation& Supervision

KBC Bank n.v.Non-Life Insurance

KBC Bank and Insurance Holding Company n.v.Staff Divisions

�Product Development, Architecture & Actuarial Department�Claims Management,Claims Control & Central ClaimsSettlement

ICT Directorate�Strategy & Expansion�Organization�Communication�Secretariat/AdministrationSenior Management & Board of Directors

Staff Divisions

Marketing DivisionFacility Support

Services

Non-Life Insurance,Retail Customers

Corporate CreditSecurities & Derivatives

Processing

Payments

Global Trade & Project Finance

Treasury & Capital Markets

Corporate & Institutional

Non-Life Insurance,Corporate Customers

Life Assurance

Financial Department & Support Services

International Department & Reinsurance,Cross-Border

Staff Services�Secretaryto the BoD & EC�Audit, Control &Compliance�Safety and Protection in the Workplace

Personnel & Logistics

Retail Credit

PersonnelAccounting & Facility

Management

KBC Insurance n.v.


AgendaSystems Reporting Team @KBC

SAS solution for IT Service Delivery

IT Resource Management (ITRM)

ICT System Warehouse@KBC

Started: setup Dynamic Intranet services via SAS/IntrNet

Today: Moved from Static to Dynamic� Static� Dynamic

Some Projects Dynamic Web Reporting

Snapshots Dynamic Web

Arranging Information

Future

Snapshots Dashboard� Sourcecode� Linking


AgendaWhere do we want to goto� Summarized Requirements� Conditions for Success� Benefits� Approach

Mission PVP Systems Reporting


Systems Reporting Team @KBC

Team is responsible for:

Inflow of the Systems Warehouse

Creating reports and outflow of Systems Warehouse

Setup of Cost Accounting modules based on SW data

Service Management Reporting

● Technical Service Reporting

● Business Service Reporting


The SAS Solution for IT Service Delivery

Decision support systemsIT Resource Management � Data Warehouse

Performance planning

Capacityplanning

Workloadplanning

Networkplanning

e-InfrastructureManagement

AccountingChargeback

Service Level ManagementAdvancedAnalysis

IT Scorecard

Applications: Oracle, Peoplesoft, Siebel

Tivoli, Peregrine, IT Masters, EMC², weblogs, ... Operative systems management

Network Server

Application E-Commerce Internet/IntranetDatabase SecurityStorage

HelpdeskInventory

Bron: SAS


IT Resource Management

r a p p o r t e n

-5

15

35

55

75

1-stekwart

2-dekwart

3-dekwart

4-dekwart

dag nacht weekend 1-ste kwart 2-de kwart 3-de kwart 4-de kwart

d a t a c o l l e c t o r s

D e t a i l i n f o r m a t i o n

S um m a r i s e d In f o r m a t i o n

SMF IMFCMF DB2TSO/MONVM

NetView UNIX

Win NT

KBC Phone


ICT System Warehouse @ KBC

ICT System Warehouse

� Business perspective

� Contains information to check services ICT delivers� Used as a source for cost accounting � Could be compared with a commercial DWH, only the

transactions are different� Deliver High Quality reports at the lowest cost


Started: setup Dynamic Intranet services via SAS/IntrNet

UNIX Webserver as a gateway to all Application Servers

Available on every mainframe as application servers (SAS/IntrNet component)

Quick roll-out of a new application server environment � less than one day


TODAY: Moved from Static to DynamicRapitweb � Is a static webbased framework� Creates webbased briefing books overnight � Creates 1000+ reports and graphics� ITRM delivers code for static webreporting

Advantage� Useful for heavy create jobs� Efficient for requesting the same report many times � Quick response


TODAY: Moved from Static to DynamicDisadvantage� Who uses these reports?� Overhead in processing and space for creating of

unnecessary reports

Let�s make it dynamic on demand !


TODAY: Moved from Static to DynamicArchitecture

C l ie n t P CW e b s e r v e r s 8 3 1 2 0 1

A p p l i c a t io n s e r v e rP R D 2

T C P / I P T C P / I P

pics

verslag

itsv_dd

Webpages

pub

cgi-bin

pvp

services

pvp_service

log

/data/pvp

SAS

Macro

SAS PDS

Source

SCL

Compiled macro

SAS Catalog

Programma's

SASINP01-05Application servers

A p p l i c a t io n s e r v e rS S W C

A p p l i c a t io n s e r v e rS S P A

T C P / I P

T C P / I P


TODAY: Moved from Static to DynamicFunctional viewpoint� More or less the same reports� Created only when needed� Selections via browser menus � Direct results provided by the different Application

Servers� Possible dynamic linking to all application servers

prevents moving of data


TODAY: Moved from Static to DynamicFunctional viewpoint� Simplicity of reporting with maximum results and

reusability� Same report can be generated from different angles

� As much as possible use of drill-down and weblinking (only mouse interaction)

� Provide high quality reports � Use of graphical interactive objects � Tabular reports


TODAY: Moved from Static to DynamicTechnical viewpoint� Output Delivery System (ODS) extremely used to

create HTML pages with embedded reports and graphics

� Makes use of all the HTML dynamic linking possibilities � Links on text elements� Links on graphics


TODAY: Moved from Static to DynamicTechnical viewpoint � Use of graphical interactive objects (ActiveX or Java

applets)� SAS ActiveX modules need to be accessible on every PC

� Easy integration in MS Office: Excel, Powerpoint � ActiveX actions are imbedded and can be saved and used

in PPT, Excel� More imbedded manipulating facilities than in JAVA

� JAVA modules can be placed on webserver� Less integration with office� JAVA modules need only to be installed on webserver

� Easy creation and use of templates & cascading stylesheets


Some Projects Dynamic Web ReportingKBC Online

KBC-M@tic

ICT Quality Improvement Batch/Online� Excessive resource consuming modules� Heavy batch jobs

�


Arranging information


FutureBottom up �� Top down

Where do we want to goto� Summarized Requirements� Conditions for success� Benefits� Approach


Bottom up �� Top downReporting starts with Business or Application Domains

Bottom up and Top down is a 2 directions approach

Every report needs to be easy understandable by the target group


Bottom up �� Top downBottom Up starts with detail reporting� Is more technical and IT driven� Graphical reports if possible. One graph says more

than a 1000 words� Detail reporting for investigation and definition of

KPI�s� Sample reports in previous slides

� Exceptions� Trends� Top x� Problems � Predictions� �


Bottom up �� Top downTop Down makes use of KPI�s� Is business and service driven � KPI�s can be combined to create dashboards to see if

objectives are met� Many different sources are available� Can be very complex, so prioritization by small entities

is a must � Combination between bottom up and top down needs to

be possible


Top Down �� Bottom Up

Analysts, Capacity Planners, �

SDO, Departments heads

ICT Management

BSC

Dashboards

Detail

Web-based


Snapshots Dashboard


Sourcecode demo proc report data=globaal nowd split='_' style(column)={foreground=darkblue} ;*noheader; column ('Business_Domein' businessdomein) deeldomein,kpi; define businessdomein / '' group style(column)={font_face="comic sans ms" font_size=4 }; define deeldomein / across 'Productdomein'; define kpi / analysis sum ' ' style={preimage=kpiimage. url=kpilink. background=kpibg. htmlclass=kpilinkc.};

compute kpi; array _c_{4} _c2_ _c3_ _c4_ _c5_; do i=1 to 4; if _c_(i) = 2 thendo;_c=compress('_c'!!i+1!!'_'); call define(_c,'style', 'style={preimage=kpiimage. url=kpilink. background=white htmlclass=kpilinkc.}'); end; end; endcomp; run;


Linking


Where do we want to gotoOne centralized publishing source for management information � Uniformity� Consistency

Creation of an extendible ICT Service Management framework� Dashboard with all the top indicators set to create

attention on the most important issues� Sending reports or messages by e-mail to application

owner, service delivery owner (SDO), �� Keep history for trends and predictions


Where do we want to gotoTop Down reporting with use of KPI�s derived from SLA�s � Dashboard mechanism to visualize� Approach with different indicators at high levels� Business defines thresholds in business terms, ICT

needs to translate them into technical issues� Available for ICT-management and business units


Where do we want to gotoICT Service Management� Define objectives and strategic goals for the future

(leading indicators) � Use measures to see if we met objectives � Combination of dashboard KPI�s and strategic

objectives


Summarized RequirementsWell defined KPI�s

Measurable SLA�s

List of exceptions

Available for ICT and business units

Objectives for the future


Conditions for SuccessCommitment and sponsoring by higher ICT management

Highly involved information providers/sponsors

Top level reporting not only information from ITMS, but also TSA, Online, ABC, PDS, PMW, � so that we become an overall view of the whole ICT doing

Divide the framework in different domains, which are recognizable by business and users

Reporting demands comes from different departments


Conditions for SuccessSLA�s needs to be measurable

Make use of a good cooperation model for development � User� Technical domain specialist� Developer

There is a strong similarity between business projects and internal ICT projects


BenefitsBetter follow-up of our ICT business

Uniformity of reports

Detection of the use of overlapping measure and monitor applications can be a side-effect

General catalog of available reports

Almost completely web-based reporting environment

Used tools have high potentials for reporting targets with relative simple development effort

High availability of reports


ApproachStart with a well defined, small and measurable environment

Extend reporting environment step by step

Definition of KPI�s and algorithms to check KPI�s

Extend to High level reporting at low implementation cost concerning hard- and software

Make available � Explanation of content� Online creation of comments on figures

Compare SLA definitions with level of matching

Setup of a generic pilot for testing the feasibility


Mission PVP Systems Reporting

Delivering ICT a centralized overall ICT Service Management Reporting System that can be used as a Top down and Bottom up information system

to provide management and target users the necessary information to control the quality of ICT, so that action can be token to give all lines

of business the highest possible quality of service.


And

Special Thanks

To My

Colleagues

From

PVP@KBC

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