Enviar búsqueda
Cargar
IAOP_Impacting Business Outcomes Through Cloud-Based Service Delivery
•
1 recomendación
•
928 vistas
P
prem_slideshare
Seguir
Denunciar
Compartir
Denunciar
Compartir
1 de 12
Descargar ahora
Descargar para leer sin conexión
Recomendados
A Unified Customer Service Model
A Unified Customer Service Model
'Femi Akin-Laguda
IT Service Delivery Model Overview
IT Service Delivery Model Overview
Mark Peacock
Towards an it support model
Towards an it support model
HRoi Consulting
Outsourcing Renegotiation Strategies Framework
Outsourcing Renegotiation Strategies Framework
Mark Peacock
Msp It Goverance And Service Delivery Process
Msp It Goverance And Service Delivery Process
kadhar_masthan
Cloud Operating Model Design
Cloud Operating Model Design
Joseph Schwartz
Target Operating Model Definition
Target Operating Model Definition
stuart1403
Operational Model Design
Operational Model Design
Flexera
Recomendados
A Unified Customer Service Model
A Unified Customer Service Model
'Femi Akin-Laguda
IT Service Delivery Model Overview
IT Service Delivery Model Overview
Mark Peacock
Towards an it support model
Towards an it support model
HRoi Consulting
Outsourcing Renegotiation Strategies Framework
Outsourcing Renegotiation Strategies Framework
Mark Peacock
Msp It Goverance And Service Delivery Process
Msp It Goverance And Service Delivery Process
kadhar_masthan
Cloud Operating Model Design
Cloud Operating Model Design
Joseph Schwartz
Target Operating Model Definition
Target Operating Model Definition
stuart1403
Operational Model Design
Operational Model Design
Flexera
Strategic Operating Model
Strategic Operating Model
Management Consultant | Global Transformation and Change | Strategy Design | Consulting Skills Coach
Operating Model Design in a Digital World
Operating Model Design in a Digital World
Robert Cade
Implement a Shared Services Model
Implement a Shared Services Model
Info-Tech Research Group
Agile Operating Model at Scale
Agile Operating Model at Scale
Amish Khatri
Managed Services is not a product, it's a business model!
Managed Services is not a product, it's a business model!
Stuart Selbst Consulting
Applying eTOM (enhanced Telecom Operations Map) Framework to Non-Telecommunic...
Applying eTOM (enhanced Telecom Operations Map) Framework to Non-Telecommunic...
Alan McSweeney
IT Operating Model
IT Operating Model
anusharaju38
The business value of managed services: Findings from IDC research sponsored...
The business value of managed services: Findings from IDC research sponsored...
IBM Services
Shared services workshop
Shared services workshop
Inez Hofner
Target Operating Model Research
Target Operating Model Research
Genpact Ltd
The Evolution of the Enterprise Operating Model - Ryan Lockard
The Evolution of the Enterprise Operating Model - Ryan Lockard
agilemaine
Target operating model definition
Target operating model definition
Stuart Robb
Eacbpm 2015 operational agility v5 final_may 18
Eacbpm 2015 operational agility v5 final_may 18
Okayed
About Workday
About Workday
Workday
Business process management center of excellence 2010
Business process management center of excellence 2010
Robert Levy
Lecture # 07 (developing business it strategies)
Lecture # 07 (developing business it strategies)
Dynamic Research Centre & institute
Esplendor DTaaS
Esplendor DTaaS
arsalanrad
Itsmf successful itsm transformation v 1 - 28-11-2013
Itsmf successful itsm transformation v 1 - 28-11-2013
Sukumar Daniel
Overview Of Effective CRM Implementation And Operation
Overview Of Effective CRM Implementation And Operation
Alan McSweeney
The Future of IT: A Zero Maintenance Strategy
The Future of IT: A Zero Maintenance Strategy
Cognizant
Unikomm Presentation 2012
Unikomm Presentation 2012
usmanrosh
VisionIT - SaaS IT Infrastructure Monitoring
VisionIT - SaaS IT Infrastructure Monitoring
Partners in IT
Más contenido relacionado
La actualidad más candente
Strategic Operating Model
Strategic Operating Model
Management Consultant | Global Transformation and Change | Strategy Design | Consulting Skills Coach
Operating Model Design in a Digital World
Operating Model Design in a Digital World
Robert Cade
Implement a Shared Services Model
Implement a Shared Services Model
Info-Tech Research Group
Agile Operating Model at Scale
Agile Operating Model at Scale
Amish Khatri
Managed Services is not a product, it's a business model!
Managed Services is not a product, it's a business model!
Stuart Selbst Consulting
Applying eTOM (enhanced Telecom Operations Map) Framework to Non-Telecommunic...
Applying eTOM (enhanced Telecom Operations Map) Framework to Non-Telecommunic...
Alan McSweeney
IT Operating Model
IT Operating Model
anusharaju38
The business value of managed services: Findings from IDC research sponsored...
The business value of managed services: Findings from IDC research sponsored...
IBM Services
Shared services workshop
Shared services workshop
Inez Hofner
Target Operating Model Research
Target Operating Model Research
Genpact Ltd
The Evolution of the Enterprise Operating Model - Ryan Lockard
The Evolution of the Enterprise Operating Model - Ryan Lockard
agilemaine
Target operating model definition
Target operating model definition
Stuart Robb
Eacbpm 2015 operational agility v5 final_may 18
Eacbpm 2015 operational agility v5 final_may 18
Okayed
About Workday
About Workday
Workday
Business process management center of excellence 2010
Business process management center of excellence 2010
Robert Levy
Lecture # 07 (developing business it strategies)
Lecture # 07 (developing business it strategies)
Dynamic Research Centre & institute
Esplendor DTaaS
Esplendor DTaaS
arsalanrad
Itsmf successful itsm transformation v 1 - 28-11-2013
Itsmf successful itsm transformation v 1 - 28-11-2013
Sukumar Daniel
Overview Of Effective CRM Implementation And Operation
Overview Of Effective CRM Implementation And Operation
Alan McSweeney
The Future of IT: A Zero Maintenance Strategy
The Future of IT: A Zero Maintenance Strategy
Cognizant
La actualidad más candente
(20)
Strategic Operating Model
Strategic Operating Model
Operating Model Design in a Digital World
Operating Model Design in a Digital World
Implement a Shared Services Model
Implement a Shared Services Model
Agile Operating Model at Scale
Agile Operating Model at Scale
Managed Services is not a product, it's a business model!
Managed Services is not a product, it's a business model!
Applying eTOM (enhanced Telecom Operations Map) Framework to Non-Telecommunic...
Applying eTOM (enhanced Telecom Operations Map) Framework to Non-Telecommunic...
IT Operating Model
IT Operating Model
The business value of managed services: Findings from IDC research sponsored...
The business value of managed services: Findings from IDC research sponsored...
Shared services workshop
Shared services workshop
Target Operating Model Research
Target Operating Model Research
The Evolution of the Enterprise Operating Model - Ryan Lockard
The Evolution of the Enterprise Operating Model - Ryan Lockard
Target operating model definition
Target operating model definition
Eacbpm 2015 operational agility v5 final_may 18
Eacbpm 2015 operational agility v5 final_may 18
About Workday
About Workday
Business process management center of excellence 2010
Business process management center of excellence 2010
Lecture # 07 (developing business it strategies)
Lecture # 07 (developing business it strategies)
Esplendor DTaaS
Esplendor DTaaS
Itsmf successful itsm transformation v 1 - 28-11-2013
Itsmf successful itsm transformation v 1 - 28-11-2013
Overview Of Effective CRM Implementation And Operation
Overview Of Effective CRM Implementation And Operation
The Future of IT: A Zero Maintenance Strategy
The Future of IT: A Zero Maintenance Strategy
Similar a IAOP_Impacting Business Outcomes Through Cloud-Based Service Delivery
Unikomm Presentation 2012
Unikomm Presentation 2012
usmanrosh
VisionIT - SaaS IT Infrastructure Monitoring
VisionIT - SaaS IT Infrastructure Monitoring
Partners in IT
Horizon Case Study - Leveraging Portal for the Healthcare Industry
Horizon Case Study - Leveraging Portal for the Healthcare Industry
Prolifics
Salesforce Solution For Software Industry
Salesforce Solution For Software Industry
kdwangxi
9sept2009 fujitsu
9sept2009 fujitsu
Agora Group
TSIA/TSW Support Services Partner Best Practices Panel
TSIA/TSW Support Services Partner Best Practices Panel
enValu - Value Enabled Channels
Gramener IT Services Enterprise Overview
Gramener IT Services Enterprise Overview
Cannyfore
Cloudv1 12762457899275-phpapp01
Cloudv1 12762457899275-phpapp01
chickana
Integrated Service Management for zEnterprise will be key for Cloud success
Integrated Service Management for zEnterprise will be key for Cloud success
dkang
Mind Chips Consulting Offerings
Mind Chips Consulting Offerings
International Federation of Indian Subcontinent Entrepreneurs
VisionIT from Partners in IT
VisionIT from Partners in IT
paulcash
Vision IT Monitoring
Vision IT Monitoring
PaulJenks
Lean Information Technology Webinar
Lean Information Technology Webinar
Guidon Performance Solutions
Hp Sdp Evolution
Hp Sdp Evolution
Marie-Paule Odini
Service Catalog & Request Fulfillment, the cornerstone of IT Service Management
Service Catalog & Request Fulfillment, the cornerstone of IT Service Management
BMC Software
Case study abhijeet_group
Case study abhijeet_group
IITSW Company
Application Management designed for PLM
Application Management designed for PLM
Application Management
Bsm master
Bsm master
Amr Younis
Siebel to Salesforce
Siebel to Salesforce
Pactera_US
Cogent Company Overview.11292009
Cogent Company Overview.11292009
Marc Hoppers
Similar a IAOP_Impacting Business Outcomes Through Cloud-Based Service Delivery
(20)
Unikomm Presentation 2012
Unikomm Presentation 2012
VisionIT - SaaS IT Infrastructure Monitoring
VisionIT - SaaS IT Infrastructure Monitoring
Horizon Case Study - Leveraging Portal for the Healthcare Industry
Horizon Case Study - Leveraging Portal for the Healthcare Industry
Salesforce Solution For Software Industry
Salesforce Solution For Software Industry
9sept2009 fujitsu
9sept2009 fujitsu
TSIA/TSW Support Services Partner Best Practices Panel
TSIA/TSW Support Services Partner Best Practices Panel
Gramener IT Services Enterprise Overview
Gramener IT Services Enterprise Overview
Cloudv1 12762457899275-phpapp01
Cloudv1 12762457899275-phpapp01
Integrated Service Management for zEnterprise will be key for Cloud success
Integrated Service Management for zEnterprise will be key for Cloud success
Mind Chips Consulting Offerings
Mind Chips Consulting Offerings
VisionIT from Partners in IT
VisionIT from Partners in IT
Vision IT Monitoring
Vision IT Monitoring
Lean Information Technology Webinar
Lean Information Technology Webinar
Hp Sdp Evolution
Hp Sdp Evolution
Service Catalog & Request Fulfillment, the cornerstone of IT Service Management
Service Catalog & Request Fulfillment, the cornerstone of IT Service Management
Case study abhijeet_group
Case study abhijeet_group
Application Management designed for PLM
Application Management designed for PLM
Bsm master
Bsm master
Siebel to Salesforce
Siebel to Salesforce
Cogent Company Overview.11292009
Cogent Company Overview.11292009
IAOP_Impacting Business Outcomes Through Cloud-Based Service Delivery
1.
International Association of
Outsourcing Professionals (IAOP) Chicago Chapter, Midwest Chapter, Cloud Computing Chapter and Tools & Technology Innovation Chapter presents: One-day IAOP Member Forum on “Use of Advanced Tools & Technologies in Outsourcing” 10:10- 11:00 am session: Impacting Business Outcomes Through Cloud-Based Service Delivery Prem Shanker Vice President, Mahindra Satyam 10th November, 2011 © Mahindra Satyam 2010 1
2.
– An Overview
Business Global business and information technology services company Part of $13 B Mahindra Leverages deep industry and functional expertise Group Advanced, global delivery model to help clients transform their highest-value business processes Along with parent company $2.5 B Service Offerings • Enterprise Business Solutions, Integrated Engineering Solutions, Infrastructure Management Services, Consulting & Enterprise 350+ global customers Solutions, Application Development & Management Services and including Fortune 500 Business Process Outsourcing customers Industry Operations in 50+ Insurance, Banking, Telecom, Media & Entertainment, Manufacturing, countries Competency groups (ADMS, Testing, Emerging Technologies, Enterprise Business Solutions, Specialized / Shared Services) Associate base: 60,000+ Major Partners SAP, Oracle, IBM, Microsoft, Oracle, Adobe, Computer Associates, Fujitsu, Enlighta © Mahindra Satyam 2010 2
3.
Tools Practice Overview
Key Customer Landscape Experience • Over 12 years matured delivery experience. • 50+ active customers engagements. • Over 300+ projects delivered successfully across implementation, migration and support. Resource Strength • 50+ Tools Consultants: Highly qualified and Experienced • Continuous skill development by training online or classroom, provided by different technology vendors. • 65% Product certified consultants. • Large Pool of Consultants for work in various aspects of HP, Mix of Experience Levels IBM, BMC, CA Nimsoft & Enlighta suite of products. • CoE Labs for hands on practices on latest versions of HPSM, uCMDB, CA Nimsoft. Expertise • Expertise in implementing ITSM/ESM solutions across multiple domains. • Service Line Specialists for implementations, Migrations, Upgrades and Support. • Experience across various platforms like RHEL 5.X, AIX 5.X, Solaris, Linux, UNIX and Windows etc. • ITIL v3 based Service Delivery Platform. © Mahindra Satyam 2009
4.
Partnerships
“Integrated best-of-breed cloud-based solution bundled as part of our service delivery model” Partner Relationship Technology alliance partnership. cloud-based managed services platform. “Service Desk as Enlighta a Service” HP Global System Integrator & Managed Services Program Partner. BMC Remedy AR System, BMC Remedy ITSM Suite, BMC Atrium CMDB, BMC Application BMC Dependency and Discovery Mapping, BMC ProactiveNet Performance Manager, BMC Analytics. IBM IBM Tivoli Service Request Manager, IBM Tivoli CCMDB, IBM Tivoli Asset Manager CA CA Nimsoft Unified Manager, CA Nimsoft Service Desk © Mahindra Satyam 2010 4
5.
Business Drivers for
Service Delivery Reduced costs From Need for flexible licensing models – Named User, Concurrent User, Volume Based, Enterprise Most of the tools have limited service utilization, chargeback capability Flexibility Most of the tools are enterprise-based & lack multi-tenant architecture Limited multi-tenancy to support single tool across multiple business units and Corporate IT Some of the tools are very difficult to integrate with other data sources Transparent Governance Lack vendor management with SLA tracking Lack governance capabilities (contracts, penalties etc) No/ Limited Program Management © Mahindra Satyam 2010 5
6.
Mahindra Satyam’s Unified
Service Delivery Model Objectives Value Drivers Key Elements Guaranteed Outcomes Service Design, Self Help, Service Integrated Service desk Desk, Infrastructure & Application Support Consolidation of service desks across the globe. Global, Multilingual Service 40 locations, 14 languages Improved Reliability Best- in-class design and execution. Enhanced User Satisfaction Consistent Experience, Enhanced End-user Robust ITIL/ITSM based delivery Continuous Improvement - Lower TCO satisfaction. Analytics, Lean Sigma Simplified Governance Reduced spend for service Common Ticketing System / desk operations. Platform based automation BPM platform Self Service Improved control and governance . Output based pricing Reduced Costs Outcome based pricing Improved cash flow © Mahindra Satyam 2010 6
7.
Overview of our
Integrated Service Desk (Operations, Infrastructure, Applications) Comprehensive ITSM based Serviced Desk design Service Desk, Application Support & Infrastructure Support Self Integrated L2 L3 Service L1 Support Support Support Analytics, Lean Sigma Knowledge Management & Empowered personnel BPM deployment & Automation Service Desk as a Service © Mahindra Satyam 2010 7
8.
Pricing Models
Output based pricing Financial Portion of Structuring Guaranteed fee linked to minimize Savings to ‘User upfront satisfaction’ expenses Simplified governance through Committed contractual alignment to business YOY Total Cost outcomes. Reduction © Mahindra Satyam 2010 8
9.
Client Case –
Benefits Delivered: 1. Manage Results vs. Devices, Tickets and performance vs. FTEs 2. Measure end-to-end Business Process based SLAs, KPIs vs. Discrete IT SLAs 3. Online Program Governance vs. PowerPoint's & Emails 4. Proactive vs. Reactive 5. One tool and One Process to measure all services and delivery groups vs. Multiple 6. Better throughput, quality, and Collaboration – one integrated system for all ITIL for all services and delivery groups vs. Multiple 7. Single source of truth vs. Multiple 8. Access and ownership to raw data © Mahindra Satyam 2010 9
10.
Insight and automation
across engagements Client IT Systems Automated Batch Files Import Incidents Incidents Performance & SLAs Performance Projects Dashboards Projects Defects Defects Summarize Data Credits & Earn-backs Transform Data Normalize Data Changes Validate Data Changes Service Level Management Delivery Systems Issues/Changes Contracts & Work Orders Manual Excel Import Projects Support Risk & Compliance Assess Relationship Exceptions Processing Health Defects and/or Review , Correction, Resources Approval & Reporting Health Survey Risk & Compliance Periodic Data Uploaded via Excel Delivery / Engagement Mgmt. & Automated Batch Files © Mahindra Satyam 2010 10
11.
Q&A © Mahindra Satyam
2010 11
12.
Appendix Enlighta – among
our key partners Supplier Governance Performance, SLAs, Contract s Admin, Financials, Relationship Program Governance Program Insight, Projects, Tasks, Resources, Financials Software Assets Governance License Entitlement, Deployment, Contracts, Compliance Deliver Suite (ITIL v3 Compliant) Help Desk, Service Request, CMDB, Change, Release, LiveChat, KPIs On Demand & On Premise Solutions to Maximize Value from Global Services Delivery © Mahindra Satyam 2009
Descargar ahora