it outsourcing 2.0 "age of cognitive computing in it infrastructure management“ burcak soydan...
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IT Outsourcing 2.0"Age of cognitive computing in IT Infrastructure management“
Burcak SoydanInfrastructure Services Country Leader
IBM Global Services Turkey
Some companies survive longer than others
IBM is operating since 1911in Turkey since 1938
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We are leading to a new era of computing
And competing with Hollywood on cognitive
5© 2014 International Business Machines Corporation
This is how cognition works.
The making of an expert.
6© 2014 International Business Machines Corporation
7© 2014 International Business Machines Corporation
But even experts face challengesin our current environment.
8© 2014 International Business Machines Corporation
Watson scales expertise to expand what’s possible.
9© 2014 International Business Machines Corporation
Watson is creating a new partnershipbetween people and computers
that enhances, scales and accelerates
human expertise.
Integrated Global Delivery Capacity
Delivery Services Data Centers • ~6.7M square feet • ~330 data centers
Cloud Services • 40 data centers
Business Continuity and Resiliency • 146 resiliency centers
Security Services • 10 SOCs
Call Centers • 36 centers
We are the leading IT Outsourcing & Managed Services provider in the world
...also the largest IT Services Company in Turkey
77Yıldır Türkiye’de Yerleşik
132IT Dışkaynak hizmet müşterisi
3.200m2Veri merkezi alanı
3.500+Sunucu Yönetimi
814Teknik Uzman
500.000+Bakım verilen cihaz
55.000+Hizmet verilen son kullanıcı
1.5m+Yıllık karşılanan çağrı adedi
#1Türkiye’nin en büyük IT hizmet şirketi*
52Şehirde yerleşik hizmet ekibi
100+Altyapı alanındaki üreticiler ile global ve lokal iş ortaklığı
1.000+Network ve Güvenlik cihazı yönetimi
* IDC 2015 Araştırma Verisi
ISO 20000 BT Hizmet Yönetim
ISO 27001 Bilgi Güvenliği
ISO 22301 İş Sürekliliği
PCI-DSS
ISO 9001 Kalite
ISAE 3402 (BDDK Uyumluluğu)
GİB E-fatura, E-defter, E-arşiv Özel Entegratörü
and we are transforming the outsourcing model with Cognitive & Cloud
Legacy OutsourcingOperational
Efficiency focused
Reactive management
Dedicated Infrastructure
Flat fee
Local Delivery
Manual Tasks
Component level SLAs
Stand-alone & Closed
Outsourcing 2.0Strategic
Transformation & Innovation focused
Predictive management
Cloud Infrastructure (Hybrid)
Pay per usage
Local + Global Delivery as best of breed
Robotic Process Automation
Business outcome based SLAs
Pre-integrated ecosystem
Transitional PhaseTactical
Efficiency & Skills focused
Proactive management
Shared + Dedicated Infrastructure
Variable fee
Local Delivery with global support
Task automation
Service based SLAs
Multi-sourcing friendly
Cognitive!
Cognitive!
Global Deployment Status• 99K servers across 116 client environments
• 670K incidents processed since inception, 211K autonomously resolved and 125K with automated assistance
• Client examples:• IGA: 7.8 minutes Mean Time To Resolve, and 48 seconds Mean Time to Respond• Healthcare Provider: In 6 months, 50% of all tickets were automated, reducing MTTR from 41 hours, to 14 minutes• Public Sector Client: 70% of all incidents and 90% of Sev 1 incidents are now being managed by DA, cutting average handle time in
half• Distribution Client: 53% of total incidents auto resolved, saving 32,380 minutes (~540 hours)
• Average of 50-100 minutes of saved labor per autonomous resolution / fulfillment
• Up to 40 minutes of saved labor per automated assistance
2015 Plan
• Deploy to 216 clients (~201K servers)
• Objective of >50% of L1 incidents / requests autonomously resolved across all environments
Today we have the ability to automate upto 50% of L1 and L2 tasks
IBM / Customer Name Confidential
Service Strategy
Service Design
Continual Service Improvement
Service Transition
Service Operations
L3 A
ctivit
yL2
Acti
vity
L1 A
ctivit
y
Operations Activity by Tier
L2 A
ctivi
ty L1
Acti
vity
Automated OperationsL3
Acti
vity
Virt
ual E
ngin
eers
TraditionalSupport Stack
AutomatedSupport Stack
Manual Operations
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What Value is Automation Targeted to Provide?
Improved Service Quality Consistent & Predictable Outcomes
Reduction of Human Error Rates
Enhanced Response & Remediation Times
Increased Mean Time to Failure
Scalability to Meet Peak or Atypical Workloads
Enrichment of Inputs to Human Engineering
Enhanced Security and Compliance Posture
IBM / Customer Name Confidential18
Reduce Costs
Enable Innovation
THANK YOU !