Demand & Supply Management in a Multi-Sourcing Environment

ICT as strategic enabler

for high performance

Jean-Pierre Beelen
Managing / Principal Consultant
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
• Aligning Business & IT Management
 8
Wat is de helft?
Agenda

Maturity

7 December 2021 Getronics Confidential Page 6

Infrastructure Maturity Level
Information
Supply Chains
Automating Business Processes

Model Based • Infoscape

• Smarts
Management • SOA’s

Integration across
Business applications • Virtualization
Datacenter Automation • ILM
• Remote management
Integration across the datacenter

Next generation Backup • BU to disk

BURA • Incremental BU
Assuring business continuity
• CAS
Archiving Active archive creation • Migrations
• Policies
Reducing active data
• Data classification
Add value to consolidation:
Tiered Storage define multi tier storage
• Multi tier storage
• Define archive tier
Working with cost effective data
Enabling data mobility &
Networked Storage Central management
• SAN / NAS solutions

Using others data

• Replication tools
Replication &
Data Availability restore solutions
• Synchroon / Asynchroon
• Mirroring, etc
Guaranteed Availability
Source: EMC
 Content Maturity Level
Information Orchestration
Automating Business Processes

Application • Business Object integration

Integration • Process Optimization

Integration across enterprise applications

• Process/Information Analysis
Enterprise Content • Business Process Modeling
Integration across the enterprise
Growing
• Information rights mgt
Infrastructure Compliance •Policy management
• Authentication
Requirements
Collaborative working
• Record management
Archiving Retention policies
• Automated archiving

Guaranteeing relevancy
Add value to document • Automated processes
Workflow management processing and approving • E-forms
Consistent organization
• Status
Document Management Metadata • Approvals
Repository • Version management
Having a Secure repository

• e-rooms
Collaboration Enabling document sharing
• Roles and privileges

Working together

Source: EMC
 Security Maturity Level
Enterprise Data Protection
Automated policies

Digital • Embedded Data Protection

Rights Mgt • Security Lifecycle Mgt

Digital Rights Mgt

Access/use control • Information rights mgt

• Business Policy mgt
Business process
Growing robustness
• Authentication (role based)
Infrastructure Operation security Key Mgt
• Password Mgt
• Process/activity logging
Requirements Infrastructure
robustness
• User credential management
Identity Mgt Identity Lifecycle Management
• Role based identity mgt
Access Management
Gateway Traffic Control • Permit/deny/proxy Mgt
Firewalls Defining Security Protocols • Trust zone management

Intruder Protection
• Network Access Control
Authentication
VPN/SSL Secure Remote Access
• 2 way authentication
• Transmission security
Secure communication
• Virus detection
Anti virus Anti virus solutions
• Virus elimination
Data safety
Source: EMC
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

Source: Deloitte
Business IT Integration (BITI) Maturity Model

Business Perception of need for IT IT Service Organization

Source: Getronics PinkRoccade

Demand & Supply Maturity Model

Businessgericht geen geen flexibel integratie geen ICT is geen geen geen
issue issue op tijd vraag- issue strategisch geen issue issue issue focus
meer meer aanbod meer wapen issue meer meer meer
en op op
meer
maat innovatie ICT is
strategisch
wapen
toe-
Klantgericht afgestemd geopti- gevoegde
integrale
gezamen- Klant
maliseerd opti- ontwikkeling
op waarde lijke wijzigingen toespitsing op
business i.s.m. voor
malisatie en
strategie sturing en stabiliteit klantgroep
integraal stuurt
afspraken onderhoud optimalisatie beoordeeld programma
processen klant via business vorming issue van vanuit bus. met inzicht in
pro-actief i.s.m. van van de management
staat business klant en IT & arch. consequenties gezamenlijke
beheer klant exploitatie vanuit strategie
centraal & IT perspectief van eisen en strategie
wensen vorming
Klant is
Servicegericht eigenaar
geopti- gestan- geopti- processen
maliseerd, daardiseerde ingericht, geoptimali- up to date afspraken onder-
maliseerd: over niveau betrokken wensen
volume en meetbaar seerd informatie- afbakening handelen ICT-
gestroomlijnd van onder- in op elkaar strategie
flexibel geïntegreerde voor aanbod, i.s.m. planning en helder over basis
en versneld steuning en besluit- afgestemd afgestemd
processen start met gebruikers architectuur tussen dienst-
proces taak- vorming en globaal op
costmgt. klant-IT verlening
op beleid
Beheerst
verdeling business Klant
strategie
bepaalt
planmatig, algemene
P&D-catalogus, richting
onder controle processen wijzigingen & beheersbaar af- partici- begrip klant
SLM geïnitieerd, bepaald aan- participatie
ingericht configuratie conform handeling patie dat IT kiest
beschikbaar- met weinig spreek- in
proces standaarden in beginsel in
Technologie ingericht
heids- & input van punten gestruc- belangrijke
bestuurd belangrijke speer-
capaciteitsbeheer moet punten
gedreven de business deels tureerd projecten worden
projecten
uit ICT- Klant
belegd
strategie
kiest
geen standaarden,
geen planning,
veel verstoring ongestructureerd reactief, geen
brandjes geen zelf
geen overzicht geen op- zelf relatie
blussen: geen afspraken projectmatige (formeel) ad niet niet
lossen/ doen met Klant
reactief aanpak, beleid hoc
regelen IT
ad hoc volgt
Exploitatie

.
expl .

-
Problemen
Incidenten &

trend watch

beleid
Service Level
Beleid

Appl .-beheer &

Strategie &
Projecten

& wijzigingen

Management
Strategie &

Innovatie &
ondersteuning
Wijzigingen &

Projectmngt
(Gebruikers)
& Onderzoek
Delivery
Service

Ontwikkeling

aansturing

Source: KPMG
 Maturity Model • Business directs

5
5 • Business & ICT Aligned
Business
Business • ICT accountable contribution to
Oriented
Oriented margin
• Business is owner

4
4 • Functionality charged for services actually used
Customer
Customer • ICT services formulated in terms of business
Oriented
Oriented functions
• Business
decides
3
3 • Price per seat variabel on basis of actual demand
Service
Service • Internal processes tuned and integrated
Oriented • Dynamics in processes on basis of demand shifts
Oriented
• Business
chooses
2
2 • Price per seat fixed, but what is in it?
Processes
Processes // • Processes embedded
Controlled • Repetition of activities
• Business Controlled
follows

1
1 • ICT is driven by pains, projects over time and over budget
Ad
Ad Hoc/
Hoc/ • Ad hoc service delivery
Technology
Technology • Processes recognized, but not embedded

Source: KPMG
Agenda

Multi-sourcing

7 December 2021 Getronics Confidential Page 15

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 -

Henry Maudslay 1771-1831

Standardization leads to interchangeability, specialization,
economies of scale and mass production
Ultimately, standards have led to contemporary enterprise
architectures
E2E Multi-sourcing model

Business
Bu
si
ne
ts ss
id en Al
ig
c nm
In
en
t

SPoC CIO Office

Identity & Access Management

E2E Management

Appl.

Appl.
Enterpise Appl.

Business Appl.
facilities
Print facilities
Connectivity
Connectivity

Messaging
Build

Messaging
COE Build

Storage
Storage

Enterpise
Service Delivery

Business
COE

Print

Service
Service Oriented
Oriented Infrastructure
Infrastructure
Manage Multi-sourcing

Source: Gartner
Is there ONE model for Demand & Supply
Management?
Agenda

Supply Management

7 December 2021 Getronics Confidential Page 26

 Business Model - Roles
• Service Portal
• SL Management
• Service Management Business
• Systems Management
• Continuous
De
m
Improvement
s an
• Architecture nt d
Ma
Development
cide na
• Procurement In g em
• Asset Management en
t
SPoC CIO Office
Identity
Identity &
& Acces
Acces Management
Management
E2E
E2E Management
Management • Business Alignment
• Relationship integration
• Service Integration
• Performance Measurement

Appl.

Appl.
Enterpise Appl.

Business Appl.
facilities
Print facilities
Connectivity
Connectivity

Messaging
Build

Messaging
COE Build

Storage
Storage

• Account Management

Enterpise

Business
Customer • Vendor Management
COE

• Reporting
Print

• Charging
Getronics • Customer Satisfaction

Service
Service Oriented
Oriented Infrastructure
Infrastructure
Multi-Domain Monitoring
Datacenter Generic Customer
Collector dashboards

Cisco Works

Consolidation / Cross-Domain Correlation Engine

Identity
LMS

Availability Monitoring
QMS
Incidents

Vigilance Security Correlation Engine

Performance Monitoring
LAN CWSLE

Security Monitoring
Concord
Wireless
objects

Microsoft
WAN MOM

Net IQ
System

Checkpoint
Application P1
Correlation &
Consolidation
Firewall Cisco VMS
Engine
Cisco
IDS CS-Mars

Content security Red Siren Capacity reports Vulnerability

Collector Trend reports reports
Security Monitoring
Agenda

Demand Management

7 December 2021 Getronics Confidential Page 30

 Te
ICT roadmap drivers ch
de S no
ve er log

er s
l o vi y
iv es
dr sin pm ce an

s
e d
Bu

bi new nt
s

ds ng
dd
po

ee i
a e
n ng
si nd rs
a bi
ch
lti
es

ICT-
infrastructure

Continuous
improvement

Servicemanagement drivers
 2007 2008 2009 2010
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4

Innovation Acquisition
Business
Drivers

Mobility

International Presence
Sustainability Value Add
Technology and

Service Drivers

Web Ubiquitous Access Smart Objects and

Ambient Intelligence
EAI
OS innovation OS innovation
Virtualization ILM
Bandwidth
Semantic Connectivity
Management

Centralization
Service

Drivers

Tooling
Standardization

Automate

Application Rationalization
ICT Infrastructure

Hermes Wireless workplace

Identity & Access Management E2E Management

Aurora 2006

Managed IPT Output Management

Apollo
Performance Management
Business Oriented Scenario’s Source: Microsoft

Optimize your Optimize Your Optimize Your

Build Customer Drive Real-World Optimize Your
business Finance Sales Force
Connections Business Processes Customer Service
infrastructure Operations Productivity

Other Industry
Enable Your Drive Business Improve
Compliance Payments Priority
Mobile Workforce Performance
Solutions..

Application
Application Platform
Platform Optimization
Optimization Model
Model

User
UserExperience
Experience

STANDARDIZE
STANDARDIZE
Bu R

ADVANCED
ADVANCED

DYNAMIC
DYNAMIC
Business
BusinessIntelligence
Intelligence
sin equ

BASIC
BASIC
SOA
SOAand
andBusiness
BusinessProcess

DD
Process
ess ire

Data
DataManagement
Management
Inf men

Development
Development
ras ts
tru
Process
Security Process

Business
Business Productivity
Productivity Infrastructure
Infrastructure Optimization
Optimization Model
ctu

Model
re

Unified
UnifiedCommunications

RATIONALIZED
Communications

STANDARDIZE

RATIONALIZED
STANDARDIZE
and Security

DYNAMIC
Collaboration

DYNAMIC
Collaboration

BASIC
BASIC
Enterprise
EnterpriseContent
ContentManagement

DD
Management
Enterprise
EnterpriseSearch
Search
IT and

Business Intelligence
Business Intelligence
IT

Core Infrastructure Optimization Model

RATIONALIZED
STANDARDIZE

RATIONALIZED
STANDARDIZE
Identity
Identityand
andAccess
AccessManagement
Management

DYNAMIC
DYNAMIC
BASIC

Desktop,
Desktop, Device, and Server
Device, and ServerMgmt
BASIC

Mgmt
DD

Security
Securityand
andNetworking
Networking
Data
DataProtection
Protectionand
andRecovery
Recovery
Agenda

The next barrier

7 December 2021 Getronics Confidential Page 34

Person-Centered Computing:
Content, Context and Services
Community
PCC Drivers Sports
News Tax Info
School
Standings Schedule
• IT part of the fabric of normal Content
E-Gov
Shopping School
(non-work) life Memories
Corp.Services RSS
• Multiple devices Archives
E-Mail
Financial
• User frustration over non- Training Comms Info
Work Wi-Fi

Professional
integration at Devices

Personal
Banking

Production Data
Home
VOIP
• Vista upgrade will create next Corp
Broadband
big wave of user upgrade and Apps LAN

migration pain Benefits Wi-Fi Banking

• High-bandwidth connectivity Conferencing Cell Cell

Personal
• Automatic updates of Internet Records IM E-Mail
Hobbies

applications Meeting
Records Financial Medical Music

• Advertising and other revenue Home

Security
sources TV
Calendar
Memories

Family
Source: Gartner
 Business
De
ma
nd
oC Man
SP age
m
en
t
Getronics C/ICT
Identity
Identity &
& Acces
Acces Management
Management
E2E
E2E Management
Management
Workplace
Managed Workplace

Printing
Managed Printing
Mail
LAN

ERP
Managed Mail
Managed LAN

Managed ERP
Managed

Managed
Managed

Managed
Managed

Service
Service Oriented
Oriented Infrastructure
Infrastructure

Questions – Thank you

7 December 2021 Getronics Confidential Page 36

 Business
De
ma
nd
oC Man
SP age
m
en
t
Getronics C/ICT
Identity
Identity &
& Acces
Acces Management
Management
E2E
E2E Management
Management
Workplace
Managed Workplace

Printing
Managed Printing
Mail
LAN

ERP
Managed Mail
Managed LAN

Managed ERP
Managed

Managed
Managed

Managed
Managed

Service
Service Oriented
Oriented Infrastructure
Infrastructure

Business IT Alignment model

Source: Gartner