kordia commits to esm vision and wins...

Service Management 2017 #SMConfAU

KORDIA COMMITS TO ESM VISION AND WINS

BIG

Ben JacksonStephen Bosworth

WEDNESDAY 23 – THURSDAY 24 AUGUST 2017| SOFITEL MELBOURNE ON COLLINS


Presenter Intro – Ben Jackson

• Business Improvement Manager, Kordia

• Background

– Professional Services, Infrastructure, Telecommunications, ESM, Cloud, Edu

• Personal Interest

– Boats, Bikes and being a Dad


Presenter Intro – Steve Bosworth

• Platform Lead, Digital Services, CSA

• Background

– Principal Consultant, ESM, Software, Logistics, Education

• Personal Fact

– Went into IT instead of Pro Golfer


Kordia Overview


• Telco landscape is changing: threat of new entrants, need to reduce operational costs

• Driving digital transformation and organisational change

• Extracting maximum value from platform investment

Business Challenges


Journey to ESM

SericeNow Go-Live

PHASE 1: - First Customer

on boarded; Managed

Service- New Services

Live

BENEFITS REALISED:- Fault & Incident

Mgt/NOC

- Scheduled Maintenance

PHASE 2:- New Service

Live

BENEFITS REALISED:

Field Services inc site

assessment/survey, checklist,

task coordination, out of scope and variation

capture

PHASE 3:- New

Customer on boarded

- New Service Live

BENEFITS REALISED:Program

Delivery for Network

Design, Site Audits, Field

Activity Scheduling

PHASE 4: - New Service

Live

BENEFITS REALISED:Spare parts

management (tracking and

logistics), reducing lost

parts and providing detailed

reporting

PHASE 5:- New

Customer on boarded

- New Service Live

BENEFITS REALISED: - Report

Automation- Process

integration with Customers

(SIAM)

PHASE 6: - Kordia Group

Business Strategy

BENEFITS REALISED:

Cost Reduction, Scalability,

Agility & Sustainability

PHASE 7:New Kordia

Group Subsidiary

(Aura InfoSec)on boarding

BENEFITS REALISED: Resource

Planning, Time Entry, Invoicing,

Financial Analysis, CRM

integration, Retire Old Systems


Roadmap

• Ben to drop in a sanitised version of matrix/heatmap


Journey to ESM

SericeNow Go-Live

PHASE 1: - First Customer

on boarded; Managed

Service- New Services

Live

BENEFITS REALISED:- Fault & Incident

Mgt/NOC

- Scheduled Maintenance

PHASE 2:- New Service

Live

BENEFITS REALISED:

Field Services inc site

assessment, checklist, task coordination, out of scope and variation

capture

PHASE 3:- New

Customer on boarded

- New Service Live

BENEFITS REALISED:Program

Delivery for Network

Design, Site Audits, Field

Activity Scheduling

PHASE 4: - New Service

Live

BENEFITS REALISED:Spare parts

management (tracking and

logistics)

PHASE 5:- New

Customer on boarded

- New Service Live

BENEFITS REALISED: - Report

Automation- Process

integration with Customers

(SIAM)

PHASE 6: - Kordia Group

Business Strategy

BENEFITS REALISED:

Cost Reduction, Scalability,

Agility & Sustainability

PHASE 7:New Kordia

Group Subsidiary

(Aura InfoSec)on boarding

BENEFITS REALISED: Resource

Planning, Time Entry, Invoicing,

Financial Analysis, CRM

integration, Retire Old Systems


Solution Approach

Kordia invited CSA to partner to realise vision.

• Ensure the platform selected can support the outcomes

• Mature service definitions/process, underpinned by technology

• Focus on single service at a time, do it well

• Release small, release often, agile, MVP

• Enable quick get to market through automation and standardisedproducts


Benefits

Standardisation. Scalability. Speed of Delivery.


Key Take Away Messages

• You’re not changing what people do, just how they do it

• Align to strategy (bigger picture), gain support and business sponsorship

• Spend time understanding before system investment

• Design for scale, Incremental releases, proof-of-concept, quick wins, do things well

• Define your transition approach


Q&A


Stephen Bosworth, Platform Lead, Digital Services, [email protected]@CSA_Innovate

CONTACT DETAILS

Ben Jackson, Business Improvement Manager, [email protected]@Ben_SysMgr

kordia commits to esm vision and wins...

Documents