IBM Global Technology Services
IT skills: Local sourcing vs Global Sourcing
- what are the implications for IT education in DK?
Søren Damgaard IBM Denmark
© 2009 IBM Corporation
Services EMEA
IBM Global Technology
Services
IT skills in demand from universities world wide
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IT development skills (programming, database,..)
Data network skills (WAN/LAN)
Database skills
Middleware skills
ERP skills
Application specific skills
IT architecture skills
Infrastructure support skills
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Server operation
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Database operation
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Optimisation
 Industry/domain specific skills combined with IT skills
 IT project Management skills
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IBM Global Technology
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Customers are outsourcing within a broader portfolio
Business Transformation Outsourcing
CRM
Human
Resources
Procurement
Application Management Outsourcing
Packaged
Applications
Custom/
Legacy
Applications
Continuous
Innovation
Application
Effectiveness
& Rapid
Development
Managed Infrastructure Outsourcing
Enterprise Servers
Distributed Servers
Web Hosting
Network
Desktop
Storage
Database
Groupware
Disaster Recovery
Learning Services
Help Desk
Finance and
Accounting
Implementation / Rollout / Consolidation
Responsive – Focused – Variable - Resilient
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Local skills vs Global skills
 Decision parameters on Local vs Global
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Scarcity of IT resources at local level
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University IT skill levels availably at global level and not at local level
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Local Language requirement yes/no
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Legislation dependencies prohibiting Global sourcing
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Cost efficiency pushing towards Global Sourcing
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Global customer versus local smaller customer
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24x7x365 availability favoring working with the ’sun’
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Industry or domain knowledge that normally requires ’high BNP’ expertise
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Creative solutions, out-of the box thinking, not obvious how to get from A to B
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Cultural inhibitors
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IBM Global Delivery Centers leverage IBM technology to
provide services
= Within scope of Global Delivery center
Technical
support
print
Technical
support
mainframe
Techncial
support
midrange
Customer service center
first-level support
Onsite support
Service management
Global Delivery center
- HR, finance, business operation
- Solutions, engagement, onboarding
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Problem resolution (third level)
Change execution (third level)
Systems management support
Remote backup/recovery support
Midrange application/database support
zOS application/data management support
zOS system programming
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Problem resolution
Change execution
Server monitoring
Performance management
Availability management
Capacity management
Configuration management
Security operation
 Server hosting service
 Managed storage service
 Backup/recovery service
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Server hardware hosting
MSS/backup/recovery
On Demand hosting
Hardware maintenance
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Infrastructure, utilities, firewall, VPN and host networking support
Transport, premise equipment, mobility and call center support
End-to-end network mgmt, GNMC
Provisioning of voice and data circuits and services from telecom vendors
Third-level support
Systems management
Midrange technical support
z/OS® technical support
Print technical support
 Server operations
Command center
Data centers
Network services
End-user services
Security risk and asset management
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 Business management
 Engagement/transition
 Second-level support
Data
Voice
Network mgmt operation
Purchased telecom
 IMAC coordination
 ID administration
 Agent scheduling
- First-level customer service center
- IMAC coordination
- Customer service center “back office“ processes
 Infrastructure protection/
system currency
 Identity andaccess/compliance
- System registration/standard-user provisioning
- Enterprise compliance
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Consistent client service through pan-EMEA competencies
Pan EMEA
Competencies
Mission
Server Systems
Operations
Management and operation of all server environments including 390 host environments,
AS/400, DEC, RISC midrange environments, distributed RISC and CISC server environments
as well as web content hosting server farms.
Service Management
Accountable for the 'end to end' delivery of contracted services to the satisfaction of IBM's
customers. Service Level management and customer relationship are key components.
Customer Service Centre
Single Point of Contact (SPOC) for customer end users, irrespective of the type of service
(i.e. mainframe, midrange). Services include problem analysis, call management and security
functions such as password resets.
Distributed Computing
Services
All services unique to end-user computing environments, including moves/adds/ changes,
desk side support and other services in support of distributed end-users.
Network Service Delivery
Manage customer's physical and logical wired/wireless LAN, WAN, MAN and Internet
technologies, inter-networking devices and the wiring (cable, fibre and circuit) that connects
them.
Outsourcing
Infrastructure
Solutions
Developing Offerings and Services which utilise both IBM and other market leading
technologies and processes to improve control, reduce risk, manage cost and increase
productivity through effective management of the operational environment.
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Example of IT specialist Development skills map
Global Delivery
Level / Importance
YES
1. Prerequisite
Skill:
A practitioner must have this skill before pursuing an assignment in
development.
YES
2.Fundamental
Skill:
A practitioner should focus on obtaining these fundamental skills to be effective
in a development assignment. These are the first skills to gain and master.
YES/NO
3. Secondary /
Advanced:
A practitioner should pursue growing skills in these areas to advance as a
developer and prepare himself/herself for a leadership role.
NO
4. Expert skill:
A practitioner who has gained these skills and the skills on the other levels is
equipped to be a senior developer and technical lead.
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IT Competencies and Global Delivery Y/N
 End-User support GD: Yes skill level 1-4
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Remote workstation support
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Development
Database
Network
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Server Operation (midrange and Mainframe)
Database management
Systems management
Application hosting
 IT specialist’s
GD: Yes skill level 1+2
 IT Project Management GD: skill level 1+2
 Infrastructure support roles GD: Yes skill level 1-3
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IT ITEL Service Management GD: skill level 1-3
IT architect’s
GD: No
IT Customer facing roles GD: No
IT strategy
GD: No
IT Industry competency GD: No
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GDC location profile
Location
Language
Skills
Competencies
Bangalore, India
English
Helpdesk, Midrange, Intel,
Networks, Limited Mainframe,
AHS, Problem & Change
Management, Reporting, TPD,
OIS, IT Security, CIRATS, Project
Management, SSO Operations
Full scope
Brno, Czech Republic
English is core language for all services. CSC support Helpdesk, Midrange, Intel,
in English, French, German, Italian, Eastern
Networks, Limited Mainframe
European, Spanish.
Full scope
Buenos Aires,
Argentina
English, Spanish are core languages.
Helpdesk, Midrange, Networks,
Userid Mgmt, Tivoli, Unix, EBusiness, Wintel, Command
Centre Ops, Systems/Database
Admin
CSC, SSO, OIS,
NSD, IT Security (all
commercial)
Dublin, Ireland
English, Nordic languages are core languages.
French, German, Spanish, Dutch, Italian, Portuguese
also supported.
Helpdesk
CSC, IGA
English, Dutch, French, German, and Portuguese are
core languages. Italian and Spanish are also
supported.
Helpdesk, Midrange, Intel,
Mainframe, Networks
Full scope
English is core language. German is under
development, Japanese support is planned.
Midrange, Intel, Mainframe, Tivoli
SSO, IGA, SSM
ERP, Mainframe (MVS/VM),
Midrange (Wintel/Unix), Tivoli,
Security, Storage
SSO, OIS
Johannesburg, South
Africa
Shenzhen, China
Székesfehérvár (SFV), English, German
Hungary
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The Combination of Technology Automation and Process &
Tool Automation leads to the most efficient Delivery
Automation
Processes
Automation
Business Service
Management
Target:
 Industrialization of
delivery by using
automated processes
and tools for virtualized
data center.
Approach:
 Enable end to end
Systems Management
 Maximize the utilization
of GDC Staff by
automation tool
 Transform the Data
Centers into dark sites
 Fully use automation
capabilities in the dark
sites
 Transfer of tasks to end
users without losing
service quality and
satisfaction (e.g. Service
Portals)
Result:
 Significant reduction of
overall staff costs in
excess.
 Full utilization of
economies of scale
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Infrastructure
Orchestration
Manage using business priority,
manage service levels
 savings
 savings
in SLA reporting
on time for root cause determination,
downtime
Availability
Security
Ensure Health and
appropriate
functioning of IT
Protect information
assets,
confidentiality
and data integrity
 higher
first call close
 Reduced
 Reduced
admin time
access time
Sense, triggers, respond
according to business goals
 Increase resource utilization
 reduced admin time
Optimization
Ensure most
productive utilization
of IT
 greater utilization
 fewer batch restarts
Provisioning
Make available right
resources to right
processes and people
 Less capital outlay
 Reduced staff req.s
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Resource
Virtualization
Single, consolidated, logical view of
and easy access to all available
resources in a network
Confidential
 Saving in physical consolidation
 Increased storage utilization
2005 IBM Corporation
© 2008
Services EMEA
IBM Global Technology
Services
Recommendations for IT education profiles in DK
 IT skills within computer science & hard-core IT skills will ’always’ be
in demand locally because demand/supply is highly unbalanced
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Public Sector and SMB segment will continue to demand these skills – however
international companies will due to scarcity and or cost look for alternatives
globally
 ’generic’ computer science skills and hard core IT skills will grow
dramatically in supply from Global Sourcing
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And cost pressure will drive generic skills to be more and more delivered Globally
 IT skills that require insight in business processes locally,
understanding of industry/domain knowledge will continue to grow
steeply locally – and cannot/ will not be easily supplied globally
 Strong IT skills combined with another domain knowledge is in high
demand within a number of areas – and cannot be supplied from low
cost countries
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2005 IBM Corporation
© 2008
Services EMEA
IBM Global Technology
Services
End of presentation
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2005 IBM Corporation
© 2008