Demand & Supply Management in a Multi-Sourcing Environment
Jean-Pierre Beelen
Managing / Principal Consultant
ICT as strategic enabler
for high performance
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
01 February 2008
Getronics Confidential
Page 6
Maturity
Agenda
Data Availability
Networked Storage
Tiered Storage
Archiving
BURA
Datacenter Automation
Model Based
Management
Information
Supply Chains
Enabling data mobility &
Central management
•
SAN / 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
•
CAS
•
Migrations
•
Policies
Next generation Backup
•
BU to disk
•
Incremental BU
•
Virtualization
•
ILM
•
Remote management
•
Infoscape
•
Smarts
•
SOA’s
Using others data
Guaranteed Availability
Working with cost effective data
Reducing active data
Assuring business continuity
Integration across the datacenter
Automating Business Processes
Integration across
Business applications
Infrastructure
Maturity Level
Document Management
Collaboration
Workflow management
Archiving
Enterprise Content
Enabling document sharing
•
e-rooms
•
Roles and privileges
Metadata
Repository
•
Status
•
Approvals
•
Version management
Add value to document
processing and approving
•
Automated processes
•
E-forms
•
Policy management
•
Information rights mgt
•
Authentication
Retention policies
•
Record management
•
Automated archiving
Application
Integration
•
Business Object integration
•
Process Optimization
Information Orchestration
Compliance
Growing
Infrastructure
Requirements
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
Growing
Infrastructure
Requirements
Secure communication
Access Management
Infrastructure
robustness
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 mgt
•
Business Policy mgt
Enterprise Data Protection
•
Embedded Data Protection
•
Security Lifecycle Mgt
Data safety
Intruder Protection
•
Authentication (role based)
•
Password Mgt
•
Process/activity logging
Key Mgt
Digital
Rights Mgt
Business process
robustness
Security
Maturity Level
Gartner I&O Maturity Model
Roles
Bus. Processes
Governance
Automate (Selfhelp)
ICT Process (ITIL)
ICT Catalogue
Role based Standards
Virtualisation
Shared Services
SLA -> KPI’s
Balanced Score Card
Business Metrics
Business Maturity Model
Business IT Integration (BITI) Maturity Model
Business Perception of need for IT
IT Service Organization
Demand & Supply Maturity Model
ICT is strategisch wapen geen issue meer geen issue meer integratie vraag-aanbod flexibel op tijd en op maat geen issue meer geopti-maliseerd i.s.m. klant via pro-actief beheer toe-gevoegde waarde voor business staat centraal opti-malisatie afspraken i.s.m. klant integrale ontwikkeling en onderhoud van business & IT gezamen-lijke strategie vorming geopti-maliseerd, volume flexibel gestan-daardiseerde en geïntegreerde processen geopti-maliseerd: gestroomlijnd en versneld proces processen ingericht, meetbaar voor aanbod, start met costmgt. geoptimali-seerd i.s.m. gebruikers up to date informatie-planning en architectuur planmatig,onder controle processen
ingericht wijzigingen & configuratie proces ingericht P&D-catalogus, SLM geïnitieerd, beschikbaar-heids- & capaciteitsbeheer beheersbaar conform standaarden algemene richting bepaald met weinig input van de business geen standaarden, geen planning,
veel verstoring ongestructureerd
brandjes blussen: reactief geen overzicht geen afspraken reactief, geen projectmatige aanpak, ad hoc geen (formeel) beleid
Technologie
gedreven
Beheerst
Servicegericht
Klantgericht
Businessgericht
afgestemd op business processenStr
a
te
g
ie
&
B
e
le
id
Ont
w
ik
k
e
li
ng
&
Onde
rz
oe
k
Se
rv
ic
e
Del
ivery
Wi
jz
ig
in
ge
n &
P
ro
jecten
In
c
ide
nte
n
&
Pr
o
b
le
me
n
E
x
pl
oi
ta
ti
e
Str
a
te
g
ie
&
be
le
id
In
no
v
a
tie &
tre
n
d w
a
tc
h
Se
rv
ic
e
Le
v
e
l
M
a
na
ge
m
e
n
t
P
roj
e
c
tm
n
g
t.
&
w
ijz
ig
in
ge
n
(Geb
ru
ik
ers)-on
de
rs
te
u
ni
ng
App
l.
-be
he
e
r &
aan
stu
ri
n
g
ex
p
l.
Klant
volgt
Klant
kiest
Klant
bepaalt
Klant
stuurt
Klant is
eigenaar
ICT is strategisch wapen geen issue meer geen issue meer geen issue meer focusop innovatie geen issue meer stabiliteit issue van klant en IT wijzigingen beoordeeld vanuit bus. & arch. perspectief toespitsing op klantgroep met inzicht in consequenties van eisen en wensen integraal programma management vanuit strategie gezamenlijke strategie vorming afbakening helder tussen klant-IT afspraken over niveau van onder-steuning en taak-verdeling betrokken in besluit-vorming onder-handelen over basis dienst-verlening wensen op elkaar afgestemd en globaal op beleid ICT-strategie afgestemd op business strategie aan- spreek-punten deels belegd af-handeling in beginsel gestruc-tureerd partici-patie in belangrijke projecten participatie in belangrijke projecten klant kiest speer-punten uit ICT-strategie ad hoc zelf op-lossen/ regelen zelfdoen niet niet
geen relatie met IT sturing en optimalisatie van de exploitatie begrip dat IT bestuurd moet worden ICT is strategisch wapen geen issue meer geen issue meer integratie vraag-aanbod flexibel op tijd en op maat geen issue meer geopti-maliseerd i.s.m. klant via pro-actief beheer toe-gevoegde waarde voor business staat centraal opti-malisatie afspraken i.s.m. klant integrale ontwikkeling en onderhoud van business & IT gezamen-lijke strategie vorming geopti-maliseerd, volume flexibel gestan-daardiseerde en geïntegreerde processen geopti-maliseerd: gestroomlijnd en versneld proces processen ingericht, meetbaar voor aanbod, start met costmgt. geoptimali-seerd i.s.m. gebruikers up to date informatie-planning en architectuur planmatig,
onder controle processen
ingericht wijzigingen & configuratie proces ingericht P&D-catalogus, SLM geïnitieerd, beschikbaar-heids- & capaciteitsbeheer beheersbaar conform standaarden algemene richting bepaald met weinig input van de business geen standaarden, geen planning,
veel verstoring ongestructureerd
brandjes blussen: reactief geen overzicht geen afspraken reactief, geen projectmatige aanpak, ad hoc geen (formeel) beleid
Technologie
gedreven
Beheerst
Servicegericht
Klantgericht
Businessgericht
afgestemd op business processenStr
a
te
g
ie
&
B
e
le
id
Ont
w
ik
k
e
li
ng
&
Onde
rz
oe
k
Se
rv
ic
e
Del
ivery
Wi
jz
ig
in
ge
n &
P
ro
jecten
In
c
ide
nte
n
&
Pr
o
b
le
me
n
E
x
pl
oi
ta
ti
e
Str
a
te
g
ie
&
be
le
id
In
no
v
a
tie &
tre
n
d w
a
tc
h
Se
rv
ic
e
Le
v
e
l
M
a
na
ge
m
e
n
t
P
roj
e
c
tm
n
g
t.
&
w
ijz
ig
in
ge
n
(Geb
ru
ik
ers)-on
de
rs
te
u
ni
ng
App
l.
-be
he
e
r &
aan
stu
ri
n
g
ex
p
l.
Klant
volgt
Klant
kiest
Klant
bepaalt
Klant
stuurt
Klant is
eigenaar
ICT is strategisch wapen geen issue meer geen issue meer geen issue meer focusop innovatie geen issue meer stabiliteit issue van klant en IT wijzigingen beoordeeld vanuit bus. & arch. perspectief toespitsing op klantgroep met inzicht in consequenties van eisen en wensen integraal programma management vanuit strategie gezamenlijke strategie vorming afbakening helder tussen klant-IT afspraken over niveau van onder-steuning en taak-verdeling betrokken in besluit-vorming onder-handelen over basis dienst-verlening wensen op elkaar afgestemd en globaal op beleid ICT-strategie afgestemd op business strategie aan- spreek-punten deels belegd af-handeling in beginsel gestruc-tureerd partici-patie in belangrijke projecten participatie in belangrijke projecten klant kiest speer-punten uit ICT-strategie ad hoc zelf op-lossen/ regelen zelfdoen niet niet
geen relatie met IT sturing en optimalisatie van de exploitatie begrip dat IT bestuurd moet worden
Source: KPMG
Maturity Model
2
Processes /
Controlled
2
Processes /
Controlled
5
Business
Oriented
5
Business
Oriented
1
Ad Hoc/
Technology
1
Ad Hoc/
Technology
4
Customer
Oriented
4
Customer
Oriented
3
Service
Oriented
3
Service
Oriented
• Price per seat fixed, but what is in it?
• Processes embedded
• Repetition of activities
• Business directs
• Business is owner
• Business
decides
• Business
chooses
• Business
follows
• 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 to
margin
01 February 2008
Getronics Confidential
Page 15
Multi-sourcing
Agenda
What’s the most import invention of the
industrial revolution?
The industrial revolution provides important insights
-
Standardization of screw thread was one of the key inventions of the industrial
revolution
Standardization leads to interchangeability, specialization,
economies of scale and mass production
Ultimately, standards have led to contemporary enterprise
architectures
E2E Multi
E2E Multi
-
-
sourcing model
sourcing model
Service Oriented Infrastructure
Service Oriented Infrastructure
CO
E
Build
CO
E
Build
Connectivity
Connectivity
En
terpis
e
A
ppl.
En
terpis
e
A
ppl.
Pr
in
t fac
ilities
Pr
in
t fac
ilities
Business Appl.
Business Appl.
SPoC
SPoC
Business
Inc
iden
ts
Bus
ine
ss
Bus
ine
ss
Alig
nm
ent
Alig
nm
ent
St
orage
St
orage
Messagi
ng
Messagi
ng
Service
Service
Delivery
Delivery
CIO Office
CIO Office
E2E Management
E2E Management
Identity
Manage Multi-sourcing
4 Worlds of sourcing
Sourcing related to competence and value
Is there ONE model for Demand & Supply
Management?
Current management models
Delivering change Delivering change 1 3 5 2 4Business
Corporate ICT
Third parties
BiSL
IS Lite
ASL/ITIL
01 February 2008
Getronics Confidential
Page 26
Supply Management
Agenda
CIO Office
Business Model
Business Model
-
-
Roles
Roles
Service Oriented Infrastructure
Service Oriented Infrastructure
CO
E
Build
CO
E
Build
Connectivity
Connectivity
En
terpis
e
A
ppl.
En
terpis
e
A
ppl.
Pr
in
t fac
ilities
Pr
in
t fac
ilities
Business Appl.
Business Appl.
Identity & Acces Management
Identity & Acces Management
E2E Management
E2E Management
SPoC
Business
Inc
iden
ts
Dem
and
Man
age
men
t
St
orage
St
orage
Messagi
ng
Messagi
ng
Getronics
Customer
• 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
Multi-Domain Monitoring
A
vailability M
onitoring
Performance Monitoring
Security Monitoring
Correlation &
Consolidation
Engine
Generic
Collector
Cisco Works
LMS
QMS
CWSLE
Microsoft
MOM
Net IQ
Checkpoint
P1
Cisco VMS
Cisco
CS-Mars
Concord
Red Siren
Collector
Consolidation /
Cross-Domain Correlat
ion Engine
Vigilance Security Correlatio
n
Engine
Customer
dashboards
Capacity reports
Trend reports
Vulnerability
reports
Incidents
Identity
LAN
Datacenter
WAN
System
Application
Firewall
IDS
Content security
Wireless
objects
01 February 2008
Getronics Confidential
Page 30
Demand Management
Agenda
ICT roadmap drivers
ICT-infrastructure
changing
ne
eds
Busin
ess
Busin
ess
dr
ivers
dr
ivers
ne
w
bi
dders
an
d
po
si
bilt
ie
s
Technolog
y
Technolog
y
an
d
an
d
Service
Service
de
ve
lopme
nts
de
ve
lopme
nts
Continuous
improvement
Servicemanagement
Q1
Q2
Q3
Q4
Q1
Q2
Q3
Q4
Q1
Q2
Q3
Q4
2007
2008
2009
Q1
Q2
Q3
Q4
2010
Busin
ess
Drivers
Technology and
S
e
rv
ic
e
Dr
iv
e
rs
ICT Infrastructur
e
Innovation
Sustainability
Acquisition
Mobility
International Presence
Web
EAI
Ubiquitous Access
Bandwidth
ILM
Virtualization
Smart Objects and
Ambient Intelligence
Semantic Connectivity
OS innovation
Application Rationalization
E2E Management
Managed IPT
Performance Management
Wireless workplace
Service
M
a
nagem
ent
Drivers
Centralization
Standardization
Tooling
OS innovation
Automate
Aurora 2006
Output Management
Identity & Access Management
Value Add
Hermes
Business Oriented Scenario
Business Oriented Scenario
’
’
s
s
Application Platform Optimization Model
Application Platform Optimization Model
Business Intelligence
Business Intelligence
Enterprise Content Management
Enterprise Content Management
Collaboration
Collaboration
Unified Communications
Unified Communications
Enterprise Search
Enterprise Search
Business Productivity Infrastructure Optimization Model
Business Productivity Infrastructure Optimization Model
Development
Development
SOA and Business Process
SOA and Business Process
Business Intelligence
Business Intelligence
User Experience
User Experience
Data Management
Data Management
Data Protection and Recovery
Data Protection and Recovery
Desktop, Device, and Server Mgmt
Desktop, Device, and Server Mgmt
Identity and Access Management
Identity and Access Management
Security and Networking
Security and Networking
Core Infrastructure Optimization Model
IT and
Security Process
IT and
Security Process
BASIC
BASIC
STANDARDIZE
D
STANDARDIZE
D
RATIONALIZED
RATIONALIZED
DYNAMIC
DYNAMIC
BASIC
BASIC
STANDARDIZE
D
STANDARDIZE
D
RATIONALIZED
RATIONALIZED
DYNAMIC
DYNAMIC
BASIC
BASIC
STANDARDIZE
D
STANDARDIZE
D
ADVANCED
ADVANCED
DYNAMIC
DYNAMIC
Build Customer
Connections
Enable Your
Mobile Workforce
Drive Business
Performance
Drive Real-World
Business
Processes
Improve
Compliance
Optimize Your
Finance
Operations
Optimize Your
Sales Force
Productivity
Optimize Your
Customer Service
Payments
Other Industry
Priority
Solutions..
B
us
in
es
s I
nf
ra
str
uc
tu
re
R
eq
uir
em
en
ts
Optimize your
business
infrastructure
Source: Microsoft
01 February 2008
Getronics Confidential
Page 34
The next barrier
Agenda
Person-Centered Computing:
Content, Context and Services
Personal
Personal
Professional
Professional
Community
Community
Family
Family
Comms
Services
Content
School
Schedule
Tax Info
News
Sports
Standings
E-Gov
Shopping
School
RSS
Memories
Music
Hobbies
Financial
Info
Banking
Banking
Broadband
Cell
Wi-Fi
TV
Calendar
Memories
Medical
Financial
Home
Security
IM
Personal
Records
Corp.
Archives
Training
Produc
tion
Da
ta
Meeting
Records
Work
at
Home
Corp
Apps
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 and
migration pain
•
High-bandwidth connectivity
•
Automatic updates of Internet
applications
•
Advertising and other revenue
sources
Service Oriented Infrastructure Service Oriented Infrastructure
Ma na ged W or kp la ce Ma na ge d W or kp la ce Ma nage d LA N Ma n ag ed LA N Ma na ge d Pr in ti ng Ma na ge d Pr in ting Ma na ge d M ai l Ma na ge d Mai l Ma na ged ER P Ma na ged ERP
Identity & Acces Management Identity & Acces Management E2E Management E2E Management Getronics C/ICT Business SPoC Demand
Management
01 February 2008
Getronics Confidential
Page 36
Questions – Thank you
Service Oriented Infrastructure Service Oriented Infrastructure
Ma na ged W or kp la ce Ma na ge d W or kp la ce Ma nage d LA N Ma n ag ed LA N Ma na ge d Pr in ti ng Ma na ge d Pr in ting Ma na ge d M ai l Ma na ge d Mai l Ma na ged ER P Ma na ged ERP
Identity & Acces Management Identity & Acces Management E2E Management E2E Management Getronics C/ICT Business SPoC Demand
Management
