Industrial Managed Services
M2M Summit 2012
Roland Schneiders Business Consultant
Düsseldorf, 5th September 2012
Cofely Zuid Nederland BV Amerikalaan 35
Application Engineer (1999) Project Manager (2003) Consultant (2005) Manager Automation (2007) Business Consultant (2011) Product Strategy Product Developm ent Product Mgmt Product Marketing Energy Information Technology
Cofely GDF Suez Industrial Managed Services Service Management Discussion
Content
• GDF SUEZ Energy France
• GDF SUEZ Energy Europe & International • GDF SUEZ Global Gas & LNG
• GDF SUEZ Infrastructures
• SUEZ Environment
•
GDF SUEZ Energy Services
77,000 employees
40% of the Group’s employees
1,300 locations in Europe
120,000 clients 30 countries
13.6 billion€ turnover
17% of the Group’s turnover
“To provide energy and
environmental efficiency
solutions through
multitechnical services”
and Brazil, Canada, French Overseas
Territories, India, Middle East, others
…
GDF SUEZ ENERGY SERVICES Multitechnical operations & maintenance Energy Networks and on site Utilities Management Facilities Management Engineering Installation 2009 Client Portfolio Industrial Managed Services
Project
Industrial
Managed
Services
Value
Chain
Solution
Industrial Managed Services (iMS) is a strategic method for improving operations. This online service gives entrance to information, with an integral approach to your business targets. The user experiences an user-friendly and consistent web portal, showing information derived from several data-sources or applications.
With this information the users can manage, decide and act on an operational, tactical and strategic level.
Besides the modern ICT platform, the iMS concept differs from other
solutions by the philosophy of the data-processing, analyses and workflows of condition based services.
All standard modules and functionality contribute to:
Environment Efficiency
Avaliability - Reliabilty
Security of Supply Reliability - Continuity
Service Providers Network Services Device Manufacturer Module Suppliers Chips and Software iMS Product Management Supply Chain Management
iMS • SaaS (Software-as-a-Service) • Business Integration • M2M communication (monitoring) IaaS • Infrastructure-as-a-Service Connectivity • Cross-border • Net Aachen • Dark-Fiber Datacenter • Maastricht-Airport
• Aachen (DU) / Namur (BE) • Twinning location
Supervisory and Control
Real-time: - Process Control - Building Management - Facility Management Video Surveillance Access RegistrationEnergy Services
Energy Monitoring Energy Analysis/Optimization Energy ExploitationService Management
Incident-, Problem- en Change Processes, Ticketing
Root-Cause en Impact Analysis
Life Cycle en Asset Mgmt
Software Version Mgmt
Business Discovery
Reporting Historical Analysis Self-service Business IntelligenceProject Cofely
Service Management
Root Cause/Impact Analysis
②
Standardized procedures (ITIL for industries) ③
① Asset monitoring (M2M communication)
Modular Service
(matching the ambition of organizations)
Strategic Tactical Operational ④ Online Service (Cloud Computing) ⑤
Private Cloud Maastricht-Airport Cofely Zuid Incident Management Problem Management Change Management Capacity Management
Service Level Management
Release Management PH Call handling 1. Detectie en registratie klacht/ incident 2. Classificatie incident Registratie-systeem / known error database WI Prioriteit-bepaling incident 3. Raadplegen bekende incidenten 7.3 Informeren Incident Manager 7.7 PH Problem Management Start 6. Change? 8. Informeren klant, bijwerken en afsluiten incident Ja Ja Nee Nee Stop 7.2 2e / 3e lijn herstel? Nee 7.1 1e lijn herstel? Ja PH Change Management Ja TB m ed ew er ke r / c on su lta nt o f en gine er In ci de nt M an ag er SD m ed ew er ke r TB m ed ew er ke r / con su lta nt o f en gi ne er In cide nt M an ag er 7.4 Herstel binnen SLA tijd 7.5 Escalatie
naar problem? 7.6 Escaleren naar hogere prioriteit en informeren klant Ja Nee Nee WI Registratie van klachten en incidenten 4. Beveligings-incident? 5. Informeren security medewerker PH Security Management Ja Nee Procedures and Ticketing
iMS
ServiceCenterMonitor (Operationeel) Asset Services (Tactisch) Business Services (Strategisch) • Feasibility audit • Configuration Management • Value Creation
Audit
• Managed Services (can) grow synchronically with the ambition or maturity of the customers
organization.
Agree
• A Service Level Agreement, containing clear andappropriate asset and service parameters.
Contract
Advice
CMDB Business
PH Call handling 1. Detectie en registratie klacht/ incident 2. Classificatie incident Registratie-systeem / known error database WI Prioriteit-bepaling incident 3. Raadplegen bekende incidenten
7.3 Informeren Incident Manager 7.7 PH Problem Management Start 6. Change? 8. Informeren klant, bijwerken en afsluiten incident Ja Ja Nee Nee Stop 7.2 2e / 3e lijn herstel? Nee 7.1 1e lijn herstel? Ja PH Change Management Ja
TB medewerker / consultant of engineer Incident Manager
SD medewerker
TB medewerker / consultant of engineer
Incident Manager
7.4 Herstel binnen SLA tijdnaar problem?7.5 Escalatie 7.6 Escaleren naar hogere prioriteit en informeren klant
Ja Nee Nee WI Registratie van klachten en incidenten
4. Beveligings-incident? 5. Informeren medewerkersecurity PH Security Management Ja Nee Manuals Electrical Drawings Inspections Trends Real-time values Procedures/workflows Ticketing History Registration Availability KPI’s Documentation Process Values
Service Level Management Procedures and Ticketing
Im p ac t R oo t-C au se Analy sis Configuration Item Instant Access
Screenshots
of the
Case Study: Cofely Datacenter, Maastricht, NL
Service Management Module
Automatic monitoring (M2M)
Service management:
- Guaranteed follow-up (no missed events)
- Standardized workflows (no loose ends)
Case Study: Cofely Datacenter, Maastricht, NL
Business Discovery Module
Up to real-time Export values for analysis
Case Study: Cofely Datacenter, Maastricht, NL
Supervisory and Control Module
Visual perimiter check from anywhere
Case Study: Cofely Datacenter, Maastricht, NL
Supervisory and Control Module
Project Cofely
Value Chain
