managed services contract closed – what happens next?
DESCRIPTION
What are the best practices when transitioning from IT service delivery to Fujitsu Managed Services - either from your internal IT organization or from another service provider? Andreas Wernecke, Director Data Center Services, Fujitsu explains that companies should have a well-defined governance mode, focus on knowledge transfer projects to reshape your IT environment according to your business needs, and clear communication.TRANSCRIPT
Optimizing O i h h Operations through Managed ServicesManaged Services
Room 4
Optimizing Operations through Managed Services – Room 4
Reshaping IT Managed Services Contract Closed – What Happens Next?
Andreas WerneckeAndreas WerneckeDirector Data Center ServicesFujitsu
17:30 h
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17:30 h
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Managed Service Contract Signed – what Happens next?How do IT, processes, operation and organization change when moving to a Managed Services contract?when moving to a Managed Services contract?
Andreas Werneke, Director Data Center Services,
Soccer, a Game Everybody Knows
2 teams11 l h11 players eachClear rules
Tactics, quality, skills and strategy determine whowins the match
4 Copyright 2011 FUJITSU
Principles of a Service Delivery
D li blDeliverables
Organization
ProcessesIT/tools
Operational tasksp
5
RequirementsCopyright 2011 FUJITSU
Our Tactics and Skills - the Optimal Positioning
Organization
Cos
ts
ProcessesIT/tools
Organization
C
Operational tasks
ProcessesIT/tools
p
6
QualityCopyright 2011 FUJITSU
Managed Services as Selective Outtasking
"Carve-out“ of one operational organism
Organization Organization
ProcessesIT/tools ProcessesIT/tools
Operational tasks Operational tasks
Service providers Customer
7 Copyright 2011 FUJITSU
Managed Services as Selective Outtasking
"Carve-out“ of a bunch of operational micro-organisms
Organization Organization
g
Operational tasks
ProcessesIT/tools
Operational tasks
ProcessesIT/tools
Organization ProcessesIT/tools
Organization
ProcessesIT/tools
Organization
Operational tasks
ProcessesIT/toolsOperational tasksOperational tasks
Operational tasks
Operational tasks
ProcessesIT/tools
Organization
Operational tasks
ProcessesIT/tools
Organization
8
Operational tasksOperational tasks
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Equipment – and how to Use it
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Source: profisport.brash.de Source: profisport.brash.de
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Complexity of Customer IT Environments
Server/OS"Implement and plan
h "
Virtualization
NetworkStorage
ses
changes"
Implement work order
Operations Mgt mer
pro
cess
Error reporting
Capacity planningOperations Mgt.Navisphere, ECCBMC Patrol
CA, TIVOLI,Nagios
onal
cus
tom Capacity planning
Capacity provisioning
Ope
ratio
System monitoring
System administration
10
y
Copyright 2011 FUJITSU
System Monitoring and Alerting
Call tracking systemReporting System monitoring
SLADB
CapacityDB
Perf.DB
Incident Management
AIS ConnectAIS Advanced
User-related Incidents
Monitoring, Perf. Data, …
DB
Microsoft ApplicationsPredictive
alerts
Storage-specific tools
Microsoft ApplicationsSCOM
Network-specific tools
alerts
Storage specific toolsECC or NetApp,OperationsManager, …
Operating Systems
ServerViewAgent
Network specific toolsCisco Works, Spectrum,CSM, OSSIM, …
Virtualization layers
PRIMERGY
Agent
Network devices Storage/SAN systems
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Rules and Processes
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Change Management
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Incident Management Process
FTS Central Country
Support services Dispatching & Field Service
Customer
Local Service Desk orLocal SMC
Support services Dispatching & Field Service
Customer via phone
Remote fix incidents
Di t hiT h i l
EntitlementE-calls
RecommendationOptimalDelivery channel
Dispatching
Call monitoring
FE dispatch
Skills mgt.
DispatchingTechnical support
& routingRecommendationRequired spare part Field Service Operation Back-level
support
Customer via Internet SW distribution
System monitoring
Patch managementOrder management
Customer system
System administration
Remote diagnostics DevelopmentVendor Logistics
Order managementSubcontractor mgt.WarehousingPlanning
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IT Service Management
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Playing Positions
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Organization Structure
Local Service Desk orLocal SMC FTS Central CountryCustomer
Support services Dispatching & Field ServiceSupport services Dispatching & Field Service
Customer via phone
Remote fix incidents
Di t hiT h i l
E-calls Entitlement
Recommendation:OptimalDelivery channel
Dispatching
Call monitoring
FE dispatch
Skills mgt.
DispatchingTechnical support
& routing
Operation
Recommendation:Required spare part Field Service Back-level
support
Customer via Internet SW distribution
System monitoring
Patch managementOrder management
Customer system
System administration
Remote diagnostics DevelopmentVendor Logistics
Order managementSubcontractor Mgt.WarehousingPlanning
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IT Service Management
Copyright 2011 FUJITSU
Delivery Units within Fujitsu CEMEA&I
Regional Service Desks:
Global delivery centers in CEMEA&I:
Regional data centers:
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Successful and High Quality
88:00Home Visitors
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RACI Matrix – a Proved Base within ITIL
RR WhoWho isis responsibleresponsible??
RACI definitions
The person who is assigned to do theRR
AA
Who Who isis responsibleresponsible??
Who is accountable?Who is accountable?
work
The person who makes the final decision and has the ultimate ownershipAA
CC
Who is accountable?Who is accountable?
Who is consulted?Who is consulted?
and has the ultimate ownership
The person who must be consultedbefore a decision or action is taken
II Who is informed?Who is informed?
be o e a dec s o o act o s ta e
The person who must be informed that a decision or action has been taken
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80 Million National Coaches
RostockKiel
Bremen
Hamburg
BerlinHannover
Dresden
Magdeburg
Leipzig
Paderborn
Düsseldorf
Erfurt
N b
ErlangenWürzburg
Mannheim
Bad Homburg
Walldorf
StuttgartSaarbrücken
Nuremberg
Augsburg
Walldorf
• Munich
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Continuous Improvement and Complaint
Common communication and feedbackRegular operational meetingsFujitsu complaint processContinous improvement in product developmentp p p
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A Game Lasts 90 Minutes
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Determine the Managed Service Contract
Negotiations and renewalHandover the operational documentationAggregation of lifecycle reporting
23 Copyright 2011 FUJITSU
Our Tactics and Skill - Optimal Positioning
Organization
Cos
ts
ProcessesIT/tools
Organization
C
Operational tasks
ProcessesIT/tools
p
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QualityCopyright 2011 FUJITSU
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