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Aligning IT with Business Needs (Why Right-sourcing works)

Aligning IT with Business Needs (Why Right-sourcing works). Mike Ryan. Aligning IT with Business Needs (Why Right-sourcing works). Mike Ryan. Challanges running IT…. Keeping IT Running. Value. Aligning IT With Business needs. Regulatory Compliance. Security. Mastering Complexity.

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Aligning IT with Business Needs (Why Right-sourcing works)

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  1. Aligning IT with Business Needs (Why Right-sourcing works) Mike Ryan

  2. Aligning IT with Business Needs (Why Right-sourcing works) Mike Ryan

  3. Challanges running IT… Keeping IT Running Value Aligning IT With Business needs Regulatory Compliance Security Mastering Complexity Costs

  4. … in the real world… Example: a Community must … Output Input Input

  5. … in our world… Application Availability – Vision Projects - TA or Anthesis On-going BAU: - Support … Monitoring… Management … – traditionally, in-house – You Coping with 24/7? Coping with Growth? Coping with user demand?

  6. Small situations can bring big problems Tuesday Morning… Users arrive – application needs to be up and running. However… Overnight. StreamServe down? Server down? MOM Down? Workplace down? EDI Down?

  7. The right resource for the right job… 100%

  8. The right resource for the right job… 5% 100%

  9. The right resource for the right job… 5% 100% 5% - 15%

  10. ..and we were no different!

  11. Starts with - Vision and Mission Our Vision No limits whether our customer might be small or large, need a complex IT solution, or not, - we´re always seeking ways to align IT to business needs. Our Mission Build trust and confidence by delivering outstanding quality products and services. add real value to Customer business. Be the unique partner that seeks only to address the requirements of our customers business by using the knowledge, capability and resources appropriate to that requirement; whether that is from our own resources or the best resource available through partnering

  12. IBM Managing the hardware vendor interface DELL Sourcing new solutions and services Vendor + C U S T O M E R INFRASTRUCTURE Hardware and System ERP vendor Support and hosting team Vision APPLICATION Software and ERP Managing the software vendor interface Raz-Lee Databorough Built for one customer, now available to all.

  13. Built for one customer, now available to all.

  14. Process and procedure, driving cost down

  15. Alert – Event – Incident - Problem Process and procedure, driving cost down

  16. Catalogue . . .

  17. Catalogue of services… System Application Services A flexible and extensive set of offerings that cover In-house and Outsource options for assisting in managing your IT assets and resources. From simple out-of-hours hardware monitoring to full system and application 1st line/2nd line helpdesk and hardware hosting. “It is no longer a company’s ownership of capabilities that matters but rather its ability to control and make the most of critical capabilities.” Source: IT Governance Institute

  18. Proposition • Consultants • Project Managers • Business • Technical • Migration • Integration • Data load • Data warehouse • Archiving • Availability • ISSO247 Consultants Products • Services • Helpdesk • Application Support • Application Operation • Application Monitor • System Monitor • Hosting • Contract Management • Design Recovery • ISSO247 Services • Products • OP5 AMP/SPM - Application • and System Monitoring • Data Manager - Database Archiving (Movex) • DB-ARK – Database Archiving (Generic) • Director – Systems Management • Replicate1 – Real-time data transformation • Multi Support – Intelligent Document Archiving • Vision – High Availability and DR • o|s mailrecorder – e-mail compliance • XA - Design Recovery and documentation • ISSO247

  19. A Broad portfolio… • Management • Service Manager • Application Manager • Technical Manager • Monitor & Evaluation • Knowledge • Technical • Operations • Business Applications • Business Processes • Organisation • SLA Services 24x7x365 • Helpdesk • Service Desk • Technical Services • Processes • Incident Management • Problem Management • Change Management • Config. Management Customer Ltd Partners Consultants Products Services

  20. Support occurs at many levels… “Users have a job to do – it is NOT an IT job!” First User Contact, get the problem noted and tracked Problems need to be logged, tracked, managed, escalated and eventually resolved! The User is only interested in the last bit but wants to be reassured that all the rest is actually happening! DECISION! Can 1st line fix the issue? If not then get the correct support alerted and on the case. 2nd line System Support 2nd line Technical Support 2nd line Application Support 3rd line - Application Vendor 3rd line – Systems Vendor

  21. Support occurs at many levels… …but only one interface is important to the users! …and research shows that the best helpdesk is the one you never have to use. 3rd Line Vendor Support USER 2nd Line Support USER 2nd Line Support USER 2nd Line Support 2nd Line Support USER

  22. Self Service (Monitoring) OP5 Monitor with : - M3/Movex Application Monitoring plug-ins (AMP) SystemiMonitoring plug-ins (SMP) Benefits Warnings before halts occur. Builds on a established and well-tried OP5 monitor platform Automated correction of common system issues Warnings and alarms directed to display, SMS and/or e-mail Escalation to correct responsible resources Reduces expensive time used for diagnosis/error detection The ISSO247 offering Scalable and in alignment with your business goals Customers own Support Team Customer Ltd Monitor – M3 Monitor H/W

  23. 2nd Level System support team The ISSO247 offering Scalable and in alignment with your business goals Support Team Support Team Helpdesk Only • Service Operations cover • Helpdesk • 7*24*365 • 7*10*365 • 5*10* 225 • Benefits • Time based or 24/7 monitoring, incident handling and escalation management • Optional Customer 2nd line support • Optional EOG provided 2nd line application support • Optional EOG provided System i support • Optional reporting to validate SLA responsibilities Help Desk User choice of cover Operations Support Customer Ltd Service Manager 2nd Level Application support team

  24. Monitor and 1st line Helpdesk OP5 Monitor with : - M3/Movex Application Monitoring plug-ins (AMP) SystemiMonitoring plug-ins (SMP) Service Operations Cover Benefits Warnings before halts occur. 1st level checking and rectification 3 Strike and out on common issues Escalate to in-house support teams Low cost, professional 24/7 helpdesk 2nd Level System support team The ISSO247 offering Scalable and in alignment with your business goals Support Team Support Team Help Desk User choice of cover Operations Support Customer Ltd Service Manager Monitor – M3 Monitor H/W 2nd Level Application support team

  25. Service Operations cover Helpdesk Application Monitoring Application Operation Benefits All Helpdesk advantages plus ++ We can monitor your Application (Movex/M3) We can automatically rectify many common M3/Movex issues We can escalate where required to your own teams or optionally to our teams Your own team manages the hardware platform The ISSO247 offering Scalable and in alignment with your business goals Support Team Remote Application Monitoring & Support Help Desk 24*7*365 Operations Support Customer Ltd Service Manager Monitor – M3 Application Monitoring & Services 2nd Level Application support team

  26. 2nd Level System support team The ISSO247 offering Scalable and in alignment with your business goals Support Team Remote Systems Monitoring & Support • Service Operations cover • Helpdesk • System Monitoring • System Operation • Benefits • All Helpdesk advantages plus ++ • We can monitor your System (Platform – System i) • We can automatically rectify many common System i issues • We can escalate where required to your own teams or optionally to our teams • Your own team manages the M3/Movex application Help Desk 24*7*365 Operations Support Customer Ltd Service Manager Monitor H/W System Monitoring & Services

  27. Business Development The ISSO247 offering Scalable and in alignment with your business goals Support Team Support Team Support Team Remote Systems Monitoring & Operations • Service Operations cover • Helpdesk • Application Monitoring • Application Operation • Business Application Support • Benefits • We take care of your Application Operations • We monitor your M3/Movex Application • We act upon the monitoring and respond to user enquiries and manage your Application • We manage your business application support (Development, PTFs etc.) • We are part of your business and are focused to reach your business goals Customer Ltd Help Desk 24*7*365 Operations Support Service Manager Monitor – M3 Application Monitoring & Services 2nd Level Application support team 2nd Level Technical support team Application Support Services

  28. Business Development 2nd Level System support team The ISSO247 offering Scalable and in alignment with your business goals Support Team Support Team Support Team Support Team Full Service (Hole-in-the-wall) • Service Operations cover • Helpdesk • Hosting • System & Application Monitoring • System Operation • Application Operation • Business Application Support • Benefits • We deliver a working ERP solution to your users • We run your System and Application operations • We manage your business application support • We are part of your business and are focused to reach your business goals Customer Ltd Help Desk 24*7*365 Operations Support Hosting Platforms e.g. Essist Service Manager Monitor – M3 Monitor H/W Application Monitoring & Services 2nd Level Application support team System Monitoring & Services 2nd Level Technical support team Application Support Services

  29. Right Sourcing (Smart-Sourcing) Keep in-house the knowledge that the business needs Make sure that the IT delivery truly matches the Business Needs Outsource, selectively, that which others can do well Look at cost – always Plan the in-house return Plan the transitions carefully Stay in control

  30. Aligning IT with Business Needs (Why Right-sourcing works) Mike Ryan

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