Tomorrow's Problems: Patrick Naef, Divisional Senior Vice President IT, The Emirates Group / dnata

Patrick Naef © 2014 Emirates Group. All Rights Reserved.© 2014 Emirates Group. All Rights Reserved.

Patrick NaefCIO & DSVP, Emirates Group IT

Air Transport IT Summit 2014

Addressing tomorrow’s challengesIT as a driver for growth

Patrick Naef © 2014 Emirates Group. All Rights Reserved.Patrick Naef © 2014 Emirates Group. All Rights Reserved.

1950’s

Dubai - Growth is Reality


1990



2003



2013



2014


Patrick Naef © 2014 Emirates Group. All Rights Reserved.

… and today



Dubai, a Business Hub for the Greater Region…

Dubai


… and the world

Dubai


Direct access to 5.5 billion people within 8 hours

Africa

AsiaEurope

2005 2030

888

1398

2005 2030

725 685

2005 2030

39184887

Dubai

Source: United Nations World Population Prospects 2002 Revision

…growing to 7 billion in 2030!…growth opportunities…the need to set up operations quickly

Note: Figures in million

8 hour flight time from DXB


Dubai’s Future…Emirates’ Future


• Launch – 25th October 1985

• 2 Aircraft

• 3 Destinations• Karachi• Delhi• Mumbai

EmiratesConnector of People and Places


… and 28 years later


Today: 143 Destinations in 81 Countries


Current Fleet – 220 Aircraft

21

13

Airbus A330

Airbus A340

Airbus A380 48

Boeing 777 136

Boeing 747-F 2

Passenger & Freighter Aircraft


• India with a huge pool of IT talents is nearby

• Entrepreneurial environment, dynamic, innovation-driven, growth-oriented ecosystem (Infrastructure, capital, tax laws, education opportunities, …)

• “Everything is possible”-culture, bigger – better – faster – more

• Rapid IT growth with huge demand for basic services

• Outsourcing is no big discussion, cost pressure, none of the big sourcing providers in the region

• “Let’s keep it in-house”-mentality

IT Environment in the Gulf region


Today’s and Tomorrow’s Key Problems


Phoenix: IT Change Project, Addressing Tomorrow’s Challenges

• Managed & measurable IT services and Measurement Framework

• Best practice processes (ITIL & CMMI) and structured approach

• Redefine processes how IT interacts with Business

• Re-align IT organisation to business

• Repositioning of IT-organisation within Group

Get Close to the

Business

Implement End-to-End IT

Service Processes

• Positioning and Identity of IT within Emirates Group

• High performance culture, ownership, leadership

• Strategic sourcing model

• Strategic direction & priorities driven by Business

• Framework for Enterprise IT architecture and Standards

IT Governance Framework

People

Project Scope


IT Strategy 2006


IT Architecture& StandardsIT Strategy

PortfolioManagement

FinancialManagement

QualityManagement

OrganisationalDevelopment

IT PerformanceMeasurement

Security & RiskManagement

Business Info.Architecture

CommunicationGovernance

RelationshipManagement

Service LevelManagement

CustomerRelations

ProjectPlanning

Proj. Monitoring& Control

RiskManagement

Req. Mgmt &Req. Dev.

Design &Development

ProgramManagement

ProductIntegration

Validation

Verification

Proj. ConfigManagement

ProductionService Req.Management

Inventory &Stores Mgmt

Identity &Access Mgmt

CapacityManagement

AvailabilityManagement

ContinuityManagement

OperationsManagement

ReleaseManagement

ConfigurationManagement

IncidentManagement

ProblemManagement

ChangeManagement

SecurityManagement

PeoplePerformanceManagement

Training &Development

PeopleLife Cycle

ResourcePlanning Recruitment

Projects

SupplierRelations

ExternalSupplier

Mgmt

Design: Process Map


IT Architecture& StandardsIT Strategy

PortfolioManagement

FinancialManagement

QualityManagement

OrganisationalDevelopment

IT PerformanceMeasurement

Security & RiskManagement

Business Info.Architecture

Communication

RelationshipManagement

Service LevelManagement

ProjectPlanning

Proj. Monitoring& Control

RiskManagement

Req. Mgmt &Req. Dev.

Design &Development

ProgramManagement

ProductIntegration

Validation

Verification

Proj. ConfigManagement

Service Req.Management

Inventory &Stores Mgmt

Identity &Access Mgmt

CapacityManagement

AvailabilityManagement

ContinuityManagement

OperationsManagement

ReleaseManagement

ConfigurationManagement

IncidentManagement

ProblemManagement

ChangeManagement

SecurityManagement

PerformanceManagement


PeopleLife Cycle

ResourcePlanning Recruitment

ExternalSupplier

Mgmt

IT Strategy & Architecture

IT Production

IT Strategic Sourcing & Development

Design: Process Map

SupplierRelations

CustomerRelations

Production

People

Projects

IT Solutions & Customer Services

Governance


Supplier vs. Part of Business

Mitigate risk

Transform Business

Grow the Business

Run the Business


Working with partners in industry Example: agreement with Microsoft to establish a joint Innovation Lab in Dubai Focus on innovative solutions for the Travel & Transportation Industry

Driving Innovation with Partners


… and the world moved on …


http://www.stern.de/panorama/jahresrueckblick/jahresrueckblick-2009/jahresrueckblick-2009-die-zehn-groessten-hypes-des-jahres-die-gruene-hoelle-des-zdf-1528079-8d69ec1ce59c8c7a.html

http://www.stern.de/panorama/jahresrueckblick/jahresrueckblick-2009/jahresrueckblick-2009-die-zehn-groessten-hypes-des-jahres-die-gruene-hoelle-des-zdf-1528079-8d69ec1ce59c8c7a.html


Our new journey ahead• Step change in Customer Intimacy

• Shift from System Development to Solutions Delivery

• Introduce Service Management

• Step change in Partner & Supplier Management

• Closer Integration and Collaboration with Business


IT Strategy 2013


FinancialManagement

Security &Risk Management

StrategyManagement

ArchitectureManagement

QualityManagement

PortfolioManagement

Strategy and Governance

AccountManagement

Business SolutionsDevelopment

BusinessIntegration

ProgramManagement

ProjectManagement

SoftwareDevelopment

Service Management

ServiceManagement

ServiceDelivery

TechnicalOperations

People ProcessPerformanceManagement


Reward & RecognitionRecruitment

Solution Delivery

SupplierRelations

IT Process Landscape 2013

PartnershipManagement

SupplierManagement


Emirates Group IT 2013

AccountManagement

Business Technology Solutions

HR Finance

IT

Business Solutions Development

Business Solutions Delivery

Business Service Management

Service Lifecycle

Technical Operations Centre

SoftwareDevelopment

ApplicationSupport

Testing

Production Technologies –Datacenter

Partner & Supplier Management

Security

Compliance

Architecture

Innovation

Strategy

Production Technologies – EUT & UC

Customer Support & Deployment Services

Service Management Software Engineering Infrastructure Management

Strategic Services


New Distribution Models

Music Store (2000)Music Store (1990) Music Store (2010)

Music Store (2014)

iTunes

http://clubpeopl.com/wp-content/uploads/2013/12/music-vynils.jpg

http://clubpeopl.com/wp-content/uploads/2013/12/music-vynils.jpg

http://spotifypresscom.files.wordpress.com/2013/01/spotify-logo-primary-vertical-dark-background-rgb.jpg

http://spotifypresscom.files.wordpress.com/2013/01/spotify-logo-primary-vertical-dark-background-rgb.jpg

http://billtrust.typepad.com/.a/6a00e550fc9419883301a511388e43970c-pi

http://billtrust.typepad.com/.a/6a00e550fc9419883301a511388e43970c-pi


• Think direct, direct, direct• Think beyond GDS & TMC• Think beyond Fare Filling & ATPCO• Think beyond fare classes• Think beyond IATA StB & NDC• Think ... beyond the customer

Challenge the Status Quo


• That’s where innovation happens

• The way of working of Gen-Y / Gen-Z

• Accept that users and customers will be in control

• The more you share, the more you will receive

• Open Architectures: The times of monolithic systems are over

• Open up the company for collaboration, be part of it!

• Adapt OpenSource community models internally

Open & Crowd Sourcing

Patrick Naef © 2014 Emirates Group. All Rights Reserved.© 2014 Emirates Group. All Rights Reserved.

Thank YouEmirates Group Information TechnologyPO Box 686Dubai, United Arab Emirates

Telephone: +971 4 203 3004Email: [email protected]

Telephone Dubai: +971 4 203 3135Telephone Bangkok: +66 2 260 8488Email: [email protected]

DISCLAIMER

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expressly prohibited without the prior written consent of the

Author. Permission to copy and reproduce content may be

granted by the author, at their discretion, and by request

only.

Source: presentation of Patrick Naef, Emirates Group

at the 2014 SITA Air Transport IT Summit, Brussels.

2014 Air Transport IT Summit