IT Outsourcing 2.

0
"Age of cognitive computing in IT Infrastructure management“

Burcak Soydan
Infrastructure Services Country Leader
IBM Global Services Turkey
Some companies survive longer than others

IBM is operating since 1911

in Turkey since 1938
We are leading to a new era of computing
And competing with Hollywood on cognitive
This is how cognition works.
The making of an expert.
But even experts face challenges
in our current environment.
Watson scales expertise to expand what’s possible.
 Watson is creating a new partnership
between people and computers
that enhances, scales and accelerates
human expertise.
We are the leading IT Outsourcing & Managed Services provider in the world

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
...also the largest IT Services Company in Turkey

77 814 #1 ISO 20000 BT Hizmet

Yıldır Türkiye’de Yerleşik Yönetim
Teknik Uzman Türkiye’nin en büyük IT
hizmet şirketi*
ISO 27001 Bilgi
132 Güvenliği
IT Dışkaynak hizmet
müşterisi
500.000+ 52
Bakım verilen cihaz Şehirde yerleşik hizmet ekibi ISO 22301 İş Sürekliliği

3.200m2
Veri merkezi alanı
3.500+
Sunucu Yönetimi
* IDC 2015 Araştırma Verisi
100+
PCI-DSS
55.000+ Altyapı alanındaki üreticiler ile ISO 9001 Kalite
Hizmet verilen son kullanıcı global ve lokal iş ortaklığı
ISAE 3402 (BDDK
1.5m+ 1.000+ Uyumluluğu)
Yıllık karşılanan çağrı adedi Network ve Güvenlik cihazı GİB E-fatura, E-defter, E-
yönetimi
arşiv Özel Entegratörü
 and we are transforming the outsourcing model with Cognitive & Cloud

Legacy Outsourcing Transitional Phase Outsourcing2.0

Operational Tactical Strategic
Efficiency focused Efficiency & Skills focused Transformation & Innovation focused
Reactive management Proactive management Predictive management Cognitive!
Dedicated Infrastructure Shared + Dedicated Infrastructure Cloud Infrastructure (Hybrid)
Flat fee Variable fee Pay per usage
Local Delivery Local Delivery with global support Local + Global Delivery as best of breed
Manual Tasks Task automation Robotic Process Automation Cognitive!
Component level SLAs Service based SLAs Business outcome based SLAs
Stand-alone & Closed Multi-sourcing friendly Pre-integrated ecosystem
 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

Traditional Automated
Support Stack Support Stack

Service Strategy

Service Design

Continual Service Improvement

Service Transition

Service Operations

Operations Activity by Tier Manual Operations Automated Operations

17 IBM / Customer Name Confidential

 What Value is Automation Targeted to Provide?

Consistent & Predictable Outcomes

Reduction of Human Error Rates

Reduce Costs
Enhanced Response & Remediation Times

Increased Mean Time to Failure

Enable
Scalability to Meet Peak or Atypical Workloads Innovation

Enrichment of Inputs to Human Engineering

Enhanced Security and Compliance Posture

18 IBM / Customer Name Confidential

THANK YOU !