demand supply management in a multi sourcing environment 12009109655533 3

8/8/2019 Demand Supply Management in a Multi Sourcing Environment 12009109655533 3

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Demand & Supply Management in a Multi-Sourcing Environment

Jean-Pierre BeelenManaging / Principal Consultant

ICT as strategic enablerfor high performance


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Introduction

Jean-Pierre Beelen Managing / Principal Consultant Getronics

Lecturer

Background Business Informatics

> 20 years in ICT Management

> 15 years in (Sales)Consultancy

> 5 years in Solution / Services Marketing

Specialism Business Development and Innovation

Marketing and Portfolio analysis

Aligning Business & IT Management


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Wat is de helft?

8


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6/37

11 November 2010 Getronics Confidential Page 6

Maturity

AgendaAgenda


7/37

Data Availability

Networked Storage

Tiered Storage

Archiving

BURA

Datacenter Automation

Model Based

Management

Information

Supply Chains

Enabling data mobility &

Central managementSAN / NAS solutions

Replication &

restore solutions

Replication tools Synchroon / Asynchroon Mirroring, etc

Add value to consolidation:

define multi tier storage

Data classification Multi tier storage

Define archive tier

Active archive creation

CASMigrationsPolicies

Next generation Backup BU to disk Incremental BU

Virtualization ILMRemote management

InfoscapeSmartsSOAs

Using others data

Guaranteed Availability

Working with cost effective data

Reducing active data

Assuring business continuity

Integration across the datacenter

Automating Business Processes

Integration acrossBusiness applications

Infrastructure Maturity Level

Source: EMC


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Document Management

Collaboration

Workflow management

Archiving

Enterprise Content

Enabling document sharinge-roomsRoles and privileges

Metadata

Repository

Status Approvals Version management

Add value to document

processing and approving Automated processes E-forms

Policy management Information rights mgtAuthentication

Retention policies Record management Automated archiving

Application

IntegrationBusiness Object integrationProcess Optimization

Information Orchestration

Compliance

Growing

InfrastructureRequirements

Working together

Having a Secure repository

Consistent organization

Guaranteeing relevancy

Collaborative working

Integration across the enterprise

Integration across enterprise applications

Automating Business Processes

Process/Information Analysis Business Process Modeling

Content Maturity Level

Source: EMC


9/37

Growing

InfrastructureRequirements

Secure communication

Access Management

Infrastructurerobustness

Digital Rights Mgt

Automated policies

VPN/SSL

Anti virus

Firewalls

Identity Mgt

Operation security

Access/use control

Anti virus solutions Virus detection Virus elimination

Authentication

Secure Remote Access

Network Access Control 2 way authentication Transmission security

Gateway Traffic Control

Defining Security Protocols

Permit/deny/proxy Mgt Trust zone management

Identity Lifecycle Management User credential management Role based identity mgt

Information rights mgtBusiness Policy mgt

Enterprise Data Protection

Embedded Data ProtectionSecurity Lifecycle Mgt

Data safety

Intruder Protection

Authentication (role based)

Password MgtProcess/activity logging

Key Mgt

Digital

Rights Mgt

Business processrobustness

Security Maturity Level

Source: EMC


10/37

Gartner I&O Maturity Model

RolesBus. Processes

Governance

Automate (Selfhelp)

ICT Process (ITIL)

ICT Catalogue

Role based Standards

Virtualisation

Shared Services

SLA -> KPIs

Balanced Score Card

Business Metrics


11/37

Business Maturity Model

Source: Deloitte


12/37

Business IT Integration (BITI) Maturity Model

Business Perception of need for IT IT Service Organization

Source: Getronics PinkRoccade


13/37

Demand & Supply Maturity Model

ICT isst rategisch

w a p e n

g e e nissuem e e r

geenissuem e e r

integrat ievra ag-aanbod

f lexibelop t i jden op

m a a t

g e e nissuem e e r

geop t i-ma l i seerdi .s.m.

klant viapro-actiefbeheer

to e-gevoegdewaardevoor

bus inessstaat

cen t raa l

op t i-mal isat iea f spraken

i .s.m.klant

integraleontwikkel ing

enonderhoud

va nbus iness

& IT

g e z a m e n-lijke

st rategievorm ing

geopt i-

ma l i seerd,vo lumef lexibel

gest an-

daard i seerdeengentegreerde

processen

geopt i-

ma l i seerd:gest rooml i jnden versne ld

proces

processen

ingericht ,meet baar voor aanbod,

s t a r t metcost mgt.

geop t ima l i-seerdi .s.m.

gebru i ke rs

up todateinformat ie-p lann ing enarchi tectuur

planm at ig,onder cont role processen

ingericht

wi jzigingen &conf igurat ie

p rocesingericht

P& D-catalog us,S LM ge n i ti ee rd ,besch i kbaar -

he ids- &capac i t e i t sbeheer

beheersbaar con f o rm

st andaarden

a lgemenericht ingbepaa ld

met we in iginput van

de bus iness

geen s t andaarden ,geen p lann ing ,v e e l v e rs to r in g o n ge s tr u ct ur e er d

brand jesb lussen :react ief

geen overz i ch tgeen a f spraken

react ief ,geenprojectm at ige

aanpak,ad ho c

geen(formeel)

beleid

T e c h n o l o g i eg e d r e v e n

B e h e e r s t

Se r v i c e g e r i c h t

K l a n tg e r i c h t

B u s i n e s s g e r i c h t

af gest emdop

bus inessprocessen

Strategie&

Beleid

Ontwikkeling

&Onderzoek

Service

Delivery

Wijzigingen&

Projecten

Incidenten&

Problemen

Exploitatie

Strategie&

beleid

Innovatie&

trend

watch

Service

Level

Management

Projectmngt

.

&wijzigingen

(Gebruikers)

-

ondersteuning

Appl.-

beheer&

aansturing

expl.

K l a n tv o l g t

K l a n tk iest

K l a n tb e p a a l t

K l a n ts tu u r t

Klant ise i g e n a a r

ICT isst rategisch

w a p e n

geenissuem e e r

geeni ssuem e e r

geenissuem e e r

f ocusop

innovat ie

geeni ssuem e e r

stabi l i tei ti ssue vanklant en IT

wi jzigingenbeoordee ldvanu i t bus .

& arc h.perspect i e f

toespi tsing opklantgroep

met inzicht inconsequent i esvan e i sen en

w e n s e n

integraalp rogrammam a n a g e m e n t

vanu i tst rategie

gezamen l i j kest rategievorm ing

a f baken ingheldert ussenklant-IT

a f sprakenover n i veauvan onder -steuninge n

ta ak-verdel ing

be t rokkenin

beslui t-vo rm ing

onder -hande lenover bas i sd ienst-

verlening

w e n s e nop e l kaar

a f gest emden g lobaa lop be le id

IC T-st rategiea f gest emd

opbus inessst rategie

aa n-spreek-pun t endee l s

be legd

af-hande l i ngin beg inse l

gest ruc-tureerd

part ici-pat ie

inbelangri jkepro jec t en

part icipat iein

belangri jkepro jec t en

klantk i es t

speer -pun t en

ui t ICT-st rategie

adho c

zel f op-

l ossen /rege len

zel f doen nie t n ie t

geenrelat iem etIT

sturing enopt imal isat ie

van deexploi tat ie

begripdat IT

best uurdm o e t

worden

ICT isst rategisch

w a p e n

g e e nissuem e e r

geenissuem e e r

integrat ievra ag-aanbod

f lexibelop t i jden op

m a a t

g e e nissuem e e r

geop t i-ma l i seerdi .s.m.

klant viapro-actiefbeheer

to e-gevoegdewaardevoor

bus inessstaat

cen t raa l

op t i-mal isat iea f spraken

i .s.m.klant

integraleontwikkel ing

enonderhoud

va nbus iness

& IT

g e z a m e n-lijke

st rategievorm ing

geopt i-

ma l i seerd,vo lumef lexibel

gest an-

daard i seerdeengentegreerde

processen

geopt i-

ma l i seerd:gest rooml i jnden versne ld

proces

processen

ingericht ,meet baar voor aanbod,

s t a r t metcost mgt.

geop t ima l i-seerdi .s.m.

gebru i ke rs

up todateinformat ie-p lann ing enarchi tectuur

planm at ig,onder cont role processen

ingericht

wi jzigingen &conf igurat ie

p rocesingericht

P& D-catalog us,S LM ge n i ti ee rd ,besch i kbaar -

he ids- &capac i t e i t sbeheer

beheersbaar con f o rm

st andaarden

a lgemenericht ingbepaa ld

met we in iginput van

de bus iness

geen s t andaarden ,geen p lann ing ,v e e l v e rs to r in g o n ge s tr u ct ur e er d

brand jesb lussen :react ief

geen overz i ch tgeen a f spraken

react ief ,geenprojectm at ige

aanpak,ad ho c

geen(formeel)

beleid

T e c h n o l o g i eg e d r e v e n

B e h e e r s t

Se r v i c e g e r i c h t

K l a n tg e r i c h t

B u s i n e s s g e r i c h t

af gest emdop

bus inessprocessen

Strategie&

Beleid

Ontwikkeling

&Onderzoek

Service

Delivery

Wijzigingen&

Projecten

Incidenten&

Problemen

Exploitatie

Strategie&

beleid

Innovatie&

trend

watch

Service

Level

Management

Projectmngt

.

&wijzigingen

(Gebruikers)

-

ondersteuning

Appl.-

beheer&

aansturing

expl.

K l a n tv o l g t

K l a n tk iest

K l a n tb e p a a l t

K l a n ts tu u r t

Klant ise i g e n a a r

ICT isst rategisch

w a p e n

geenissuem e e r

geeni ssuem e e r

geenissuem e e r

f ocusop

innovat ie

geeni ssuem e e r

stabi l i tei ti ssue vanklant en IT

wi jzigingenbeoordee ldvanu i t bus .

& arc h.perspect i e f

toespi tsing opklantgroep

met inzicht inconsequent i esvan e i sen en

w e n s e n

integraalp rogrammam a n a g e m e n t

vanu i tst rategie

gezamen l i j kest rategievorm ing

a f baken ingheldert ussenklant-IT

a f sprakenover n i veauvan onder -steuninge n

ta ak-verdel ing

be t rokkenin

beslui t-vo rm ing

onder -hande lenover bas i sd ienst-

verlening

w e n s e nop e l kaar

a f gest emden g lobaa lop be le id

IC T-st rategiea f gest emd

opbus inessst rategie

aa n-spreek-pun t endee l s

be legd

af-hande l i ngin beg inse l

gest ruc-tureerd

part ici-pat ie

inbelangri jkepro jec t en

part icipat iein

belangri jkepro jec t en

klantk i es t

speer -pun t en

ui t ICT-st rategie

adho c

zel f op-

l ossen /rege len

zel f doen nie t n ie t

geenrelat iem etIT

sturing enopt imal isat ie

van deexploi tat ie

begripdat IT

best uurdm o e t

worden

Source: KPMG


14/37

Maturity Model

2

Processes /Controlled

5BusinessOriented

1Ad Hoc/

Technology

4CustomerOriented

3ServiceOriented

Price per seat fixed, but what is in it? Processes embedded Repetition of activities

Business directs

Business is owner

Businessdecides

Businesschooses

Businessfollows

ICT is driven by pains, projects over time and over budget Ad hoc service delivery Processes recognized, but not embedded

Price per seat variabel on basis of actual demand Internal processes tuned and integrated Dynamics in processes on basis of demand shifts

Functionality charged for services actually used ICT services formulated in terms of business

functions

Business & ICT Aligned ICT accountable contribution tomargin

Source: KPMG


15/3711 November 2010 Getronics Confidential Page 15

Multi-sourcing

AgendaAgenda


16/37

Whats the most import invention of theindustrial revolution?


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The industrial revolution provides important insights-Standardization of screw thread was one of the key inventions of the industrial

revolution -

Henry Maudslay 1771-1831


18/37

Standardization leads to interchangeability, specialization,economies of scale and mass production


19/37

Ultimately, standards have led to contemporary enterprisearchitectures


20/37

E2E Multi-sourcing modelE2E Multi-sourcing model

Service Oriented Infrastructure

COE

Buil

d

Connectivity

EnterpiseAppl.

Printf

acilities

Busine

ssAppl.

SPoCSPoC

Business

Incid

ents

BusinessAlignm

ent

Bu

sinessAlignment

Sto

rage

Mess

aging

Service DeliveryService Delivery

CIO OfficeCIO Office

E2E ManagementE2E Management

Identity & Access ManagementIdentity & Access Management


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Manage Multi-sourcing

Source: Gartner


22/37

4 Worlds of sourcing

Source: Gartner


23/37

Sourcing related to competence and value

Source: Gartner


24/37

Is there ONE model for Demand & SupplyManagement?


25/37

Current management models

Delivering

change

Delivering

change

1

3

5

2

4

Business Corporate ICT Third parties

BiSL

IS Lite

ASL/ITIL

Source: Atos Consulting

A dA d


26/37


Supply Management

AgendaAgenda


27/37

CIO Office

Business Model - RolesBusiness Model - Roles

Service Oriented Infrastructure

COE

Buil

d

Connectivity

EnterpiseAppl.

Printfacilities

Busine

ssAppl.

Identity & Acces Management

E2E Management

SPoC

Business

Incid

ents

DemandManagem

ent

Sto

rage

Messaging

Getronics

Customer

Business Alignment

Relationship integration

Service Integration

Performance Measurement

Account Management

Vendor Management Reporting

Charging

Customer Satisfaction

Business Alignment

Relationship integration

Service Integration

Performance Measurement

Account Management

Vendor Management Reporting

Charging

Customer Satisfaction

Service Portal SL Management Service Management Systems Management Continuous

Improvement Architecture

Development Procurement Asset Management

Service Portal SL Management Service Management Systems Management Continuous

Improvement Architecture

Development Procurement Asset Management


28/37

Multi-Domain Monitoring

Availab

ilityMonitor i

ng

Perform

anceMonito

ring

Se

curit y

Mon

itoring

Correlation &ConsolidationEngine

Generic

Collector

Cisco WorksLMSQMS

CWSLE

MicrosoftMOM

Net IQ

CheckpointP1

Cisco VMS

CiscoCS-Mars

Concord

Red SirenCollector

Consolida

tion/Cross-Domai n

CorrelationEngin

e

Vigilan

ce

SecurityCorrelation

Engine

Customerdashboards

Capacity reportsTrend reports

Vulnerabilityreports

Incidents

Identity

LAN

Datacenter

WAN

System

Application

Firewall

IDS

Content security

Wireless

object s


29/37

Security Monitoring

A dAgenda


30/37


Demand Management

AgendaAgenda


31/37

ICT roadmap drivers

ICT-

infrastructure

chan

ging

nee

ds

Busine

ss

Busine

ss

driv

ers

driv

ers

new

biddersand

posibilties

Technologyand

Technologyand

Service

S

ervice

developm

ents

de

velopments

Continuous

improvement

Servicemanagement driversServicemanagement drivers


32/37

Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4

2007 2008 2009

Q1 Q2 Q3 Q4

2010

Busine

ss

Drive

rs

Tech

nology

and

ServiceDri

vers

ICTInfrastr

ucture

Innovation

Sustainability

Acquisition

Mobility

International Presence

Web

EAI

Ubiquitous Access

Bandwidth

ILMVirtualization

Smart Objects and

Ambient Intelligence

Semantic Connectivity

OS innovation

Application Rationalization

E2E Management

Managed IPT

Performance Management

Wireless workplace

Service

Manageme

nt

Drivers

Centralization

StandardizationTooling

OS innovation

Automate

Aurora 2006

Output Management

Identity & Access Management

Value Add

Hermes

Apollo


33/37

Business Oriented ScenariosBusiness Oriented Scenarios

Application Platform Optimization Model

Business Intelligence

Enterprise Content Management

Collaboration

Unified Communications

Enterprise Search

Business Productivity Infrastructure Optimization Model

Development

SOA and Business Process

Business IntelligenceUser Experience

Data Management

Data Protection and Recovery

Desktop, Device, and Server Mgmt

Identity and Access Management

Security and Networking

Core Infrastructure Optimization ModelIT

and

Sec

urity

Process

BA

SIC

STANDARD

IZE

D

RATIONALIZ

ED

DYNAMIC

BA

SIC

STAND

ARDIZE

D

RATIO

NALIZED

DYN

AMIC

BA

SIC

S

TANDARDIZE

D

ADVAN

CED

DYNAMIC

Build CustomerConnections

Enable YourMobileWorkforce

Drive BusinessPerformance

Drive Real-WorldBusiness

Processes

ImproveCompliance

Optimize YourFinance

Operations

Optimize YourSales Force

Productivity

Optimize YourCustomer

Service

PaymentsOther Industry

PrioritySolutions..

BusinessInfrastructure

Requirements

Optimize yourbusiness

infrastructure

Source: Microsoft

AgendaAgenda


34/37


The next barrier

AgendaAgenda


35/37

Person-Centered Computing:Content, Context and Services

Pe

rso

nal

Pe

rso

nal

Pro

fess

ion

al

Pro

fess

ion

al

CommunityCommunity

FamilyFamily

Comms

Services

Content

SchoolSchedule

Tax InfoNewsSportsStandings

E-Gov

Shopping School

E-MailRSS

Memories

Music

Hobbies

FinancialInfo

Banking

Banking

Broadband

Cell

Wi-Fi

TVCalendar

Memories

MedicalFinancial

HomeSecurity

IM E-Mail

PersonalRecords

Corp.Archives

Training

ProductionD

ata

MeetingRecords

Workat

Home

CorpApps

Benefits

Conferencing

VOIP

LAN

Wi-Fi

Cell

Devices

PCC Drivers IT part of the fabric of normal

(non-work) life

Multiple devices

User frustration over non-

integration Vista upgrade will create next

big wave of user upgrade andmigration pain

High-bandwidth connectivity

Automatic updates of Internet

applications

Advertising and other revenuesources

Source: Gartner


36/37

Service Oriented InfrastructureService Oriented Infrastructure

M

anagedWorkplace

M

anagedWorkplace

ManagedLAN

ManagedLAN

ManagedPrinting

ManagedPrinting

ManagedMail

ManagedMail

ManagedERP

ManagedERP

Identity & Acces ManagementIdentity & Acces Management


Getronics C/ICT

Business

SPoC

DemandManagem

ent


Questions Thank you


37/37

Service Oriented InfrastructureService Oriented Infrastructure

M

anagedWorkplace

M

anagedWorkplace

ManagedLAN

ManagedLAN

ManagedPrinting

ManagedPrinting

ManagedMail

ManagedMail

ManagedERP

ManagedERP

Identity & Acces ManagementIdentity & Acces Management


Getronics C/ICT

Business

SPoC

DemandManagem

ent

Business IT Alignment model

Source: Gartner

demand supply management in a multi sourcing environment 12009109655533 3

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