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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