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Service Management 2017 #SMConfAU
KORDIA COMMITS TO ESM VISION AND WINS
BIG
Ben JacksonStephen Bosworth
WEDNESDAY 23 – THURSDAY 24 AUGUST 2017| SOFITEL MELBOURNE ON COLLINS
Service Management 2017 #SMConfAU
Presenter Intro – Ben Jackson
• Business Improvement Manager, Kordia
• Background
– Professional Services, Infrastructure, Telecommunications, ESM, Cloud, Edu
• Personal Interest
– Boats, Bikes and being a Dad
Service Management 2017 #SMConfAU
Presenter Intro – Steve Bosworth
• Platform Lead, Digital Services, CSA
• Background
– Principal Consultant, ESM, Software, Logistics, Education
• Personal Fact
– Went into IT instead of Pro Golfer
Service Management 2017 #SMConfAU
Kordia Overview
Service Management 2017 #SMConfAU
• Telco landscape is changing: threat of new entrants, need to reduce operational costs
• Driving digital transformation and organisational change
• Extracting maximum value from platform investment
Business Challenges
Service Management 2017 #SMConfAU
Journey to ESM
SericeNow Go-Live
PHASE 1: - First Customer
on boarded; Managed
Service- New Services
Live
BENEFITS REALISED:- Fault & Incident
Mgt/NOC
- Scheduled Maintenance
PHASE 2:- New Service
Live
BENEFITS REALISED:
Field Services inc site
assessment/survey, checklist,
task coordination, out of scope and variation
capture
PHASE 3:- New
Customer on boarded
- New Service Live
BENEFITS REALISED:Program
Delivery for Network
Design, Site Audits, Field
Activity Scheduling
PHASE 4: - New Service
Live
BENEFITS REALISED:Spare parts
management (tracking and
logistics), reducing lost
parts and providing detailed
reporting
PHASE 5:- New
Customer on boarded
- New Service Live
BENEFITS REALISED: - Report
Automation- Process
integration with Customers
(SIAM)
PHASE 6: - Kordia Group
Business Strategy
BENEFITS REALISED:
Cost Reduction, Scalability,
Agility & Sustainability
PHASE 7:New Kordia
Group Subsidiary
(Aura InfoSec)on boarding
BENEFITS REALISED: Resource
Planning, Time Entry, Invoicing,
Financial Analysis, CRM
integration, Retire Old Systems
Service Management 2017 #SMConfAU
Roadmap
• Ben to drop in a sanitised version of matrix/heatmap
Service Management 2017 #SMConfAU
Journey to ESM
SericeNow Go-Live
PHASE 1: - First Customer
on boarded; Managed
Service- New Services
Live
BENEFITS REALISED:- Fault & Incident
Mgt/NOC
- Scheduled Maintenance
PHASE 2:- New Service
Live
BENEFITS REALISED:
Field Services inc site
assessment, checklist, task coordination, out of scope and variation
capture
PHASE 3:- New
Customer on boarded
- New Service Live
BENEFITS REALISED:Program
Delivery for Network
Design, Site Audits, Field
Activity Scheduling
PHASE 4: - New Service
Live
BENEFITS REALISED:Spare parts
management (tracking and
logistics)
PHASE 5:- New
Customer on boarded
- New Service Live
BENEFITS REALISED: - Report
Automation- Process
integration with Customers
(SIAM)
PHASE 6: - Kordia Group
Business Strategy
BENEFITS REALISED:
Cost Reduction, Scalability,
Agility & Sustainability
PHASE 7:New Kordia
Group Subsidiary
(Aura InfoSec)on boarding
BENEFITS REALISED: Resource
Planning, Time Entry, Invoicing,
Financial Analysis, CRM
integration, Retire Old Systems
Service Management 2017 #SMConfAU
Solution Approach
Kordia invited CSA to partner to realise vision.
• Ensure the platform selected can support the outcomes
• Mature service definitions/process, underpinned by technology
• Focus on single service at a time, do it well
• Release small, release often, agile, MVP
• Enable quick get to market through automation and standardisedproducts
Service Management 2017 #SMConfAU
Benefits
Standardisation. Scalability. Speed of Delivery.
Service Management 2017 #SMConfAU
Key Take Away Messages
• You’re not changing what people do, just how they do it
• Align to strategy (bigger picture), gain support and business sponsorship
• Spend time understanding before system investment
• Design for scale, Incremental releases, proof-of-concept, quick wins, do things well
• Define your transition approach
Service Management 2017 #SMConfAU
Q&A
Service Management 2017 #SMConfAU
Stephen Bosworth, Platform Lead, Digital Services, [email protected]@CSA_Innovate
CONTACT DETAILS
Ben Jackson, Business Improvement Manager, [email protected]@Ben_SysMgr