Real World Experiences of Running Global Services The Pain points associated with a Distributed, Multinational Delivery Model Jim Freeman freemanj@us.ibm.com © 2010 IBM Corporation Agenda 1. Market trends 2. “Demographics” – the delivery landscape in IBM 3. The path that lead us here 4. The crux of the problem 5. Mitigation through adjustments to • Organization • Process • Tooling 6. An ask for help 1 © 2011 IBM Corporation Outsourcing value and delivery models are evolving to standardized, global offerings Market Dynamics • Industry/technical expertise and innovation are replacing cost as primary differentiators 1999 - 2009 Customized offerings Labor-based models Full-scope outsourcing Local labor sources 2 2 • Clients are moving to a multiple location (virtualized) delivery model • Emerging economies are growing fast with expanded requirements for language and culture • Service providers are growing their global presence and expanding their offering portfolio 2009 - 2015 Standardized offerings Asset-based services Enhanced value outsourcing Global delivery models © 2011 IBM Corporation IBM’s Delivery Centers France Portugal Spain Poland UK Czech Rep. Ireland Canada Hungary U.S. Romania Mexico Venezuela China IBM Global Delivery Peru Vietnam Brazil Argentina Philippines India Infrastructure Delivery Center New Zealand Application Services South Africa Managed Business Processing Services Australia Consistently managed across process, automation, tools and analytics © 2011 IBM Corporation IBM’s broad and deep experience in services provides the insights to drive quality and productivity consistently and deliver client value Managing unmatched IT volume… …across the spectrum of technologies… CLOUD based provisioning for standardized workloads § 104,000 Intel Servers •204,000 Open Systems Unix Servers § 62,000 DYNAMIC delivery of capacity based on policy-based workload automation § 84,000 Terabytes of Storage Leverage SHARED infrastructure based on defined workload profiles •100 Petabytes of Storage § 1,300,000 Calls per Month VIRTUALIZE servers/applications for increased utilization and automation § 2,700,000 Mailbox Instances •4.1 Million EUS Calls Per Month globally Database Instances § 146,000 § 52,000 Middleware Instances Business Applications •151,000 MIPS Managed globally § 3,400 § 417,000 MIPS CONSOLIDATE physical infrastructure per defined transformation objectives SIMPLIFY operations via reference architecture and standard implementation and management Traditional IT services Ongoing infrastructure optimization Emerging Tech. Models …and across industries Finance: IT for trading floors, IT for core banking applications, ATM infrastructure… Consumer Products: IT for global supply chain, infrastructure for logistics management… Telecommunications: Customer service IT infrastructure for billing, help desk and order processing, IT for new client services… Energy & Utilities: IT platform for consumer billing, automated meter management platforms, distribution IT support… Insurance: Claims processing infrastructure, IT platform for remote agents… Healthcare: IT for patient records management, Payer IT platforms… 4 © 2011 IBM Corporation Agenda 1. Market trends 2. “Demographics” – the delivery landscape in IBM 3. The path that lead us here 4. The crux of the problem 5. Mitigation through adjustments to • Organization • Process • Tooling 6. An ask for help 5 © 2011 IBM Corporation Skills We have the broadest and deepest talent in the outsourcing business working together to fulfill our client delivery commitments Local Onsite Regional Global Service that requires a physical presence at the client location Service that needs to be delivered from the same country Service that needs to be delivered from the same continent Service that can be standardized to achieve maximum savings Consulting Processing of sensitive data Similar time zone Ongoing operations Front-end analysis Legal restrictions Similar culture Monitoring Development Global Client Onsite Local North America Boulder Dubuque East Fishkill Toronto Regional Central Europe China Brno Székesfehérvár Global Shenzhen Shanghai Dalian Regional India Latin America Buenos Aires Hortolandia Sao Paulo Bangalore Pune Delhi Gurgaon Hyderabad All follow uniform, best-practice service management processes 6 © 2011 IBM Corporation Agenda 1. Market trends 2. “Demographics” – the delivery landscape in IBM 3. The path that lead us here 4. The crux of the problem 5. Mitigation through adjustments to • Organization • Process • Tooling 6. An ask for help 7 © 2011 IBM Corporation Crux of the problem How do you give high touch, high talent service from a fresher who is 7,315 miles* away? And . . . If you think SLA management will get you there, you are doomed. http://www.travelmath.com/flight-distance/from/New+York,+NY/to/Delhi,+India 8 © 2011 IBM Corporation Observations from the field 9 9 © 2011 IBM Corporation Agenda 1. Market trends 2. “Demographics” – the delivery landscape in IBM 3. The path that lead us here 4. The crux of the problem 5. Mitigation through adjustments to • Organization • Process • Tooling 6. An ask for help 10 © 2011 IBM Corporation Organization We can dynamically create work groups/pools across the globe to best meet clients’ business needs Pool creation considerations Technology Workload/FTE Skill set Location Regulations SLAs Tools Problem tickets Other Account Focal Point Account Focal Point Client 2 Client 1 Global skills resources 1000+ pools ~ 50 types of pools by competency (e.g., service line, component) Specialized pools: HIPPA, FDA, ITAR, MDI 11 © 2011 IBM Corporation Processes Intelligent dispatching processes enable greater responsiveness and routes work to the right skills and experience Co-located work pools Simplest tickets Incoming demands Problem tickets Service requests Change requests Swing depending on load Dispatcher Segments demands by type and complexity Benefits of uniform processes 12 Most complex tickets Excellence Group comprised of senior technical staff Every delivery center provides the same high quality services Best practices/problem fixes can be readily shared with all delivery centers If a local emergency disrupts a specific delivery center, work can be rapidly rerouted to other delivery centers © 2011 IBM Corporation Processes – Defect Prevention Process (DPP) You will experience fewer incidents due to proactive application of our insight through knowledge management Problem arises in a data center in Bangalore IBM Data Warehouse/ Reporting Engine: Bangalore Bangalore A surge in tickets is recorded Client Root cause analysis Local Excellence team identifies the problem Develop & Implement solution Applied fix reduces ticket levels Solution Coordination & Dissemination 13 © 2011 IBM Corporation Agenda 1. Market trends 2. “Demographics” – the delivery landscape in IBM 3. The path that lead us here 4. The crux of the problem Tooling: • Nivana: 5. Mitigation through adjustments to one set • Organization • Process • Tooling 6. An ask for help 14 • Reality: 5x as many customers • Standard interfaces for interoperability © 2011 IBM Corporation Agenda 1. Market trends 2. “Demographics” – the delivery landscape in IBM 3. The path that lead us here 4. The crux of the problem 5. Mitigation through adjustments to • Organization • Process • Tooling 6. An ask for help 15 © 2011 IBM Corporation Service Management Maturity Index – Overview Drivers Strong need for service management skills in a distributed delivery environment Approach – SMMI Common assessment Definition of Future Wave-based 16 based on WW thought leadership State based on best practices deployment approach © 2011 IBM Corporation 17 A first version of ITIL's matrix has been defined: A spreadsheet that enables a rating have been shared with a couple of accounts. Similar to the Service Delivery Adherence Check, answers are chosen into multiplechoices questions and then scores on the Summary Sheet . 2011 Quarterly Service Delivery Adherence check: Answers with a lower maturity rating are automatically flagged in Amber or Red indicating that an action should be developed to address that area. 2008 2006-2007 History Background – The Journey A variety of existing sources/standards such as: Global Process Services PMP CHIP ITIL V3/Tools framework standards for Maturity QA PMR ISO-20000 © 2011 IBM Corporation Dimensions These dimensions are aligned with: PMP CHIP ITIL framework for Service Management Maturity QA PMR ISO-20000 Culture Technology 18 Vision & Steering 5 4 3 2 1 0 Process People © 2011 IBM Corporation Summary 1. Very real problems with service management in general 2. Offshore distances and differences exacerbate 3. SLA and other quantitative measures are the ante, but not the solution • Nor are skills alone sufficient 4. The human element and indepth knowledge of the client are key • Standardization helps reduce the learning curve 19 © 2011 IBM Corporation QUESTIONS? 20 © 2011 IBM Corporation