Demand & Supply Management in a Multi-Sourcing Environment

Jean-Pierre BeelenManaging / Principal Consultant

ICT as strategic enabler for high performance

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

Wat is de helft?

8

1 May 2023 Getronics Confidential Page 6

Maturity

AgendaAgenda

Data Availability

Networked Storage

Tiered Storage

Archiving

BURA

Datacenter Automation

Model Based Management

InformationSupply Chains

Enabling data mobility & Central management •SAN / NAS solutions

Replication &restore solutions

• Replication tools• Synchroon / Asynchroon• Mirroring, etc

Add value to consolidation:define multi tier storage

• Data classification• Multi tier storage• Define archive tier

Active archive creation• CAS• Migrations• Policies

Next generation Backup • BU to disk• Incremental BU

•Virtualization• ILM•Remote management

• Infoscape• Smarts• SOA’s

Using others data

Guaranteed Availability

Working with cost effective data

Reducing active data

Assuring business continuity

Integration across the datacenter

Automating Business Processes

Integration across Business applications

Infrastructure Maturity Level

Source: EMC

Document Management

Collaboration

Workflow management

Archiving

Enterprise Content

Enabling document sharing • e-rooms• Roles and privileges

MetadataRepository

• Status• Approvals• Version management

Add value to documentprocessing and approving

• Automated processes• E-forms

•Policy management• Information rights mgt• Authentication

Retention policies • Record management• Automated archiving

Application Integration

•Business Object integration•Process Optimization

Information Orchestration

ComplianceGrowing

InfrastructureRequirements

Working together

Having a Secure repository

Consistent organization

Guaranteeing relevancy

Collaborative working

Integration across the enterprise

Integration across enterprise applications

Automating Business Processes

• Process/Information Analysis• Business Process Modeling

Content Maturity Level

Source: EMC

GrowingInfrastructureRequirements

Secure communication

Access Management

Infrastructure robustness

Digital Rights Mgt

Automated policies

VPN/SSL

Anti virus

Firewalls

Identity Mgt

Operation security

Access/use control

Anti virus solutions • Virus detection• Virus elimination

AuthenticationSecure Remote Access

• Network Access Control• 2 way authentication• Transmission security

Gateway Traffic ControlDefining Security Protocols

• Permit/deny/proxy Mgt • Trust zone management

Identity Lifecycle Management •User credential management•Role based identity mgt

• Information rights mgt• Business Policy mgt

Enterprise Data Protection

•Embedded Data Protection•Security Lifecycle Mgt

Data safety

Intruder Protection

• Authentication (role based)• Password Mgt• Process/activity logging

Key Mgt

Digital Rights Mgt

Business processrobustness

Security Maturity Level

Source: EMC

Gartner I&O Maturity Model

RolesBus. ProcessesGovernance

Automate (Selfhelp)ICT Process (ITIL)ICT Catalogue

Role based StandardsVirtualisationShared Services

SLA -> KPI’sBalanced Score CardBusiness Metrics

Business Maturity Model

Source: Deloitte

Business IT Integration (BITI) Maturity ModelBusiness Perception of need for IT IT Service Organization

Source: Getronics PinkRoccade

Demand & Supply Maturity Model

ICT is strategisch

wapen

geenissuemeer

geenissuemeer

integratie vraag-aanbod

flexibelop tijden op maat

geenissuemeer

geopti-maliseerd i.s.m.

klant via pro-actief beheer

toe-gevoegdewaardevoor

businessstaat

centraal

opti-malisatieafspraken

i.s.m.klant

integrale ontwikkeling

enonderhoud

van business

& IT

gezamen-lijke

strategie vorming

geopti-maliseerd,

volumeflexibel

gestan-daardiseerde

en geïntegreerde

processen

geopti-maliseerd:

gestroomlijnden versneld

proces

processen ingericht,meetbaar

voor aanbod,start metcostmgt.

geoptimali-seerdi.s.m.

gebruikers

up to dateinformatie-planning en architectuur

planmatig,onder controle processen

ingerichtwijzigingen & configuratie

procesingericht

P&D-catalogus,SLM geïnitieerd,beschikbaar-

heids- &capaciteitsbeheer

beheersbaarconform

standaarden

algemene richtingbepaald

met weiniginput van

de business

geen standaarden,geen planning,veel verstoring ongestructureerd

brandjesblussen:reactief

geen overzichtgeen afspraken

reactief,geen

projectmatige aanpak,ad hoc

geen(formeel)

beleid

Technologiegedreven

Beheerst

Servicegericht

Klantgericht

Businessgericht

afgestemdop

business processen

Stra

tegi

e &

Bel

eid

Ont

wik

kelin

g &

Ond

erzo

ek

Serv

ice

Del

iver

y

Wijz

igin

gen

&Pr

ojec

ten

Inci

dent

en &

Prob

lem

enExpl

oita

tie

Stra

tegi

e &

bele

id

Inno

vatie

&

tren

d w

atch

Serv

ice

Leve

lM

anag

emen

t

Proj

ectm

ngt

.&

wijz

igin

gen

(Geb

ruik

ers)

-on

ders

teun

ing

App

l.-

behe

er &

aans

turin

g ex

pl.

Klantvolgt

Klantkiest

Klantbepaalt

Klantstuurt

Klant iseigenaar

ICT is strategisch

wapen

geenissuemeer

geenissuemeer

geenissuemeer

focusop

innovatie

geenissuemeer

stabiliteitissue van klant en IT

wijzigingen beoordeeld vanuit bus.

& arch. perspectief

toespitsing opklantgroep

met inzicht inconsequenties van eisen en

wensen

integraal programmamanagement

vanuitstrategie

gezamenlijke strategie vorming

afbakeningheldertussenklant-IT

afspraken over niveau van onder-steuning en

taak-verdeling

betrokken in

besluit-vorming

onder-handelen over basis dienst-

verlening

wensen op elkaar

afgestemd en globaal op beleid

ICT-strategie afgestemd

opbusinessstrategie

aan-spreek-puntendeels

belegd

af-handeling in beginsel

gestruc-tureerd

partici-patie

inbelangrijke projecten

participatiein

belangrijkeprojecten

klantkiest

speer-punten

uit ICT-strategie

adhoc

zelfop-

lossen/regelen

zelfdoen niet niet

geenrelatie metIT

sturing en optimalisatie

van de exploitatie

begrip dat IT

bestuurd moet

worden

ICT is strategisch

wapen

geenissuemeer

geenissuemeer

integratie vraag-aanbod

flexibelop tijden op maat

geenissuemeer

geopti-maliseerd i.s.m.

klant via pro-actief beheer

toe-gevoegdewaardevoor

businessstaat

centraal

opti-malisatieafspraken

i.s.m.klant

integrale ontwikkeling

enonderhoud

van business

& IT

gezamen-lijke

strategie vorming

geopti-maliseerd,

volumeflexibel

gestan-daardiseerde

en geïntegreerde

processen

geopti-maliseerd:

gestroomlijnden versneld

proces

processen ingericht,meetbaar

voor aanbod,start metcostmgt.

geoptimali-seerdi.s.m.

gebruikers

up to dateinformatie-planning en architectuur

planmatig,onder controle processen

ingerichtwijzigingen & configuratie

procesingericht

P&D-catalogus,SLM geïnitieerd,beschikbaar-

heids- &capaciteitsbeheer

beheersbaarconform

standaarden

algemene richtingbepaald

met weiniginput van

de business

geen standaarden,geen planning,veel verstoring ongestructureerd

brandjesblussen:reactief

geen overzichtgeen afspraken

reactief,geen

projectmatige aanpak,ad hoc

geen(formeel)

beleid

Technologiegedreven

Beheerst

Servicegericht

Klantgericht

Businessgericht

afgestemdop

business processen

Stra

tegi

e &

Bel

eid

Ont

wik

kelin

g &

Ond

erzo

ek

Serv

ice

Del

iver

y

Wijz

igin

gen

&Pr

ojec

ten

Inci

dent

en &

Prob

lem

enExpl

oita

tie

Stra

tegi

e &

bele

id

Inno

vatie

&

tren

d w

atch

Serv

ice

Leve

lM

anag

emen

t

Proj

ectm

ngt

.&

wijz

igin

gen

(Geb

ruik

ers)

-on

ders

teun

ing

App

l.-

behe

er &

aans

turin

g ex

pl.

Klantvolgt

Klantkiest

Klantbepaalt

Klantstuurt

Klant iseigenaar

ICT is strategisch

wapen

geenissuemeer

geenissuemeer

geenissuemeer

focusop

innovatie

geenissuemeer

stabiliteitissue van klant en IT

wijzigingen beoordeeld vanuit bus.

& arch. perspectief

toespitsing opklantgroep

met inzicht inconsequenties van eisen en

wensen

integraal programmamanagement

vanuitstrategie

gezamenlijke strategie vorming

afbakeningheldertussenklant-IT

afspraken over niveau van onder-steuning en

taak-verdeling

betrokken in

besluit-vorming

onder-handelen over basis dienst-

verlening

wensen op elkaar

afgestemd en globaal op beleid

ICT-strategie afgestemd

opbusinessstrategie

aan-spreek-puntendeels

belegd

af-handeling in beginsel

gestruc-tureerd

partici-patie

inbelangrijke projecten

participatiein

belangrijkeprojecten

klantkiest

speer-punten

uit ICT-strategie

adhoc

zelfop-

lossen/regelen

zelfdoen niet niet

geenrelatie metIT

sturing en optimalisatie

van de exploitatie

begrip dat IT

bestuurd moet

worden

Source: KPMG

Maturity Model

2Processes / Controlled

5BusinessOriented

1Ad Hoc/

Technology

4CustomerOriented

3Service

Oriented

• Price per seat fixed, but what is in it?• Processes embedded• Repetition of activities

• Business directs

• Business is owner

• Businessdecides

• Businesschooses

• Businessfollows

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

• Price per seat variabel on basis of actual demand• Internal processes tuned and integrated• Dynamics in processes on basis of demand shifts

• Functionality charged for services actually used• ICT services formulated in terms of business

functions

• Business & ICT Aligned• ICT accountable contribution to

margin

Source: KPMG

1 May 2023 Getronics Confidential Page 15

Multi-sourcing

AgendaAgenda

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 modelE2E Multi-sourcing model

Service Oriented Infrastructure

COE

Build

Conn

ectiv

ity

Ente

rpise

App

l.

Prin

t fac

ilitie

s

Busin

ess A

ppl.

SPoCSPoC

Business

Incidents

Business Alignment

Business Alignment

Stor

age

Mes

sagi

ngService DeliveryService Delivery

CIO OfficeCIO Office

E2E ManagementE2E Management

Identity & Access ManagementIdentity & Access Management

Manage Multi-sourcing

Source: Gartner

Is there ONE model for Demand & Supply Management?

1 May 2023 Getronics Confidential Page 26

Supply Management

AgendaAgenda

CIO Office

Business Model - RolesBusiness Model - Roles

Service Oriented Infrastructure

COE

Build

Conn

ectiv

ity

Ente

rpise

App

l.

Prin

t fac

ilitie

s

Busin

ess A

ppl.

Identity & Acces ManagementE2E Management

SPoC

Business

IncidentsDemand Management

Stor

age

Mes

sagi

ng

Getronics

Customer

• Business Alignment• Relationship integration• Service Integration• Performance Measurement

• Account Management• Vendor Management• Reporting• Charging• Customer Satisfaction

• Service Portal• SL Management• Service Management• Systems Management• Continuous Improvement• Architecture Development• Procurement• Asset Management

Multi-Domain Monitoring

Avai

labi

lity

Mon

itorin

g

Perfo

rman

ce M

onito

ring

Secu

rity

Mon

itorin

g

Correlation &Consolidation

Engine

Generic Collector

Cisco WorksLMSQMS

CWSLE

Microsoft MOM

Net IQ

Checkpoint P1

Cisco VMS

CiscoCS-Mars

Concord

Red SirenCollector

Cons

olid

atio

n / C

ross

-Dom

ain

Corre

latio

n En

gine

Vigi

lanc

e Se

curit

y Co

rrela

tion

Engi

ne

Customer dashboards

Capacity reportsTrend reports

Vulnerability reports

IncidentsIdentity

LAN

Datacenter

WAN

System

Application

Firewall

IDS

Content security

Wireless

obje

cts

Security Monitoring

1 May 2023 Getronics Confidential Page 30

Demand Management

AgendaAgenda

ICT roadmap drivers

ICT-infrastructure

chan

ging

need

s

Busine

ss

Busine

ss

drive

rsdri

vers

new bidders

and posibilties

Technology and

Technology and

Service

Service

developments

developments

Continuous improvement

Servicemanagement driversServicemanagement drivers

Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q42007 2008 2009

Q1 Q2 Q3 Q42010

Bus

ines

sD

river

sTe

chno

logy

and

Ser

vice

Driv

ers

ICT

Infra

stru

ctur

e

Innovation

Sustainability

Acquisition

Mobility

International Presence

Web

EAI

Ubiquitous Access

BandwidthILM Virtualization

Smart Objects and Ambient Intelligence

Semantic Connectivity

OS innovation

Application Rationalization

E2E Management

Managed IPT

Performance Management

Wireless workplace

Ser

vice

M

anag

emen

tD

river

s

Centralization

StandardizationTooling

OS innovation

Automate

Aurora 2006

Output Management

Identity & Access Management

Value Add

Hermes

Apollo

Business Oriented Scenario’sBusiness Oriented Scenario’s

Application Platform Optimization Model

Business Intelligence

Enterprise Content ManagementCollaborationUnified Communications

Enterprise Search

Business Productivity Infrastructure Optimization Model

Development

SOA and Business ProcessBusiness IntelligenceUser Experience

Data Management

Data Protection and Recovery

Desktop, Device, and Server MgmtIdentity and Access Management

Security and Networking

Core Infrastructure Optimization Model

IT a

nd S

ecur

ity P

roce

ss

BASIC

STANDARDIZED

RATIONALIZED

DYNAMIC

BASIC

STANDARDIZED

RATIONALIZED

DYNAMIC

BASIC

STANDARDIZED

ADVANCED

DYNAMIC

Build Customer Connections

Enable Your Mobile Workforce

Drive Business Performance

Drive Real-World Business Processes

Improve Compliance

Optimize Your Finance

Operations

Optimize Your Sales Force Productivity

Optimize Your Customer Service

PaymentsOther Industry

Priority Solutions..

Business Infrastructure

Requirements

Optimize your business infrastructure

Source: Microsoft

1 May 2023 Getronics Confidential Page 34

The next barrier

AgendaAgenda

Person-Centered Computing: Content, Context and Services

Personal

Prof

essi

onal

Community

Family

Comms

Services

Content

SchoolSchedule

Tax InfoNewsSports

Standings E-Gov

Shopping School

E-MailRSSMemories

Music

Hobbies

FinancialInfo

Banking

Banking

Broadband

Cell

Wi-Fi

TV CalendarMemories

MedicalFinancial

HomeSecurity

IM E-MailPersonalRecords

Corp.Archives

Training

Pro

duct

ion

Dat

a

MeetingRecords

Work at

Home

CorpApps

Benefits

Conferencing

VOIP

LAN

Wi-Fi

Cell

Devices

PCC Drivers• IT part of the fabric of normal

(non-work) life• Multiple devices• User frustration over non-

integration• Vista upgrade will create next

big wave of user upgrade and migration pain

• High-bandwidth connectivity• Automatic updates of Internet

applications• Advertising and other revenue

sources

Source: Gartner

Service Oriented InfrastructureService Oriented Infrastructure

Mana

ged

Wor

kpla

ceMa

nage

dW

orkp

lace

Mana

ged

LAN

Mana

ged

LAN

Mana

ged

Prin

ting

Mana

ged

Prin

ting

Man

aged

Mai

lM

anag

edM

ail

Mana

ged

ERP

Mana

ged

ERP

I dentity & Acces ManagementIdentity & Acces Management

E2E ManagementE2E Management

Getronics C/ ICT

Business

SPoC

Demand Management

1 May 2023 Getronics Confidential Page 36

Questions – Thank you

Service Oriented InfrastructureService Oriented Infrastructure

Mana

ged

Wor

kpla

ceMa

nage

dW

orkp

lace

Mana

ged

LAN

Mana

ged

LAN

Mana

ged

Prin

ting

Mana

ged

Prin

ting

Man

aged

Mai

lM

anag

edM

ail

Mana

ged

ERP

Mana

ged

ERP

I dentity & Acces ManagementIdentity & Acces Management

E2E ManagementE2E Management

Getronics C/ ICT

Business

SPoC

Demand Management

Business IT Alignment model

Source: Gartner