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Services Offering For Enterprise Customers: The Telco's Perspective
Services Offering For Enterprise Customers: The Telco's Perspective
Services Offering For Enterprise Customers: The Telco's Perspective
Contents
Company Overview European ICT Market & Trends Telcos Challenges & Roadmap towards ICT Services Telcos ICT Offering New Telcos Outsourcing approach Conclusions
About Telindus
International ICT integrator, since 1969 Offering cross domain ICT solutions & services Serving business & public market needs as a solution & sourcing partner International delivery capabilities with 2570 employees Spread over 14 countries (35 cities)
CT
Connectivity services Network services Data Centre services
IT
Application services Business services
Install, maintain and operate the network of laptops, PCs, PBX, telephones and so on. Connect the network to the outside world
Develop and implement software Integrate software so as to inter-work with other software Upgrade software Manage software portfolio
Communication Technology (CT) Services were typically found on the left of the value chain, whereas Information Technology (IT) Services were typically found on the right of the value chain
IT-consultancy Reselling of HW, SW Full takeover of bus processes: e.g. HR, fleet, etc
Design & Management of customer business processes (Payroll, e-Learning, SAP Financials, etc)
System integration
Design & Implementation of customized applications (Internet E-Commerce, Dynamic Web site) Deployment & Management of Office Applications (mail/fax serv.), broadcasting, Deployment & Maintenance of Desktops, Laptops, PDAs on Customer premises
Application management
Desktop management
Network Integration
(W)LAN, IPTEL, Security
Archive & Back-Up of Customers Data in secured location Deployment of LAN or Wireless LAN Deployment of VoIP platforms (PBXs) Deployment of Firewall and Certificates
Total IT market for Western Europe is estimated by IDC at 254 Bio for 2006 This covers the following services :
IT
Network services Data Centre services Application services Business services
CT
Connectivity services
21%
IT services accounts for 45% of IT spending, Hardware for 34% and Software for 21%
Source : IDC, January 2005
IDC expects a CAGR of IT services spending in Western Europe of 5.0% for period 2004-2009
Source : Ovum
Corporate Customers want integrated solutions Corporate Customers are also looking for service providers taking care of all (or part) of their ICT services Outsourcing becomes a more common practice for Corporate customers who need to focus on their core business Market globalisation and mergers & acquisitions lead to international integration and harmonisation of corporate ICT solutions, resulting in the need to have all services provided seamlessly by international service providers and integrators with coherent SLAs
Connectivity services
Network services
Storage services
Application services
Consulting services
Business Performance
Cost Control
Security
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Headquarters
Intranet
Regional Office
users
Stand-alone IDP Deep Inspection Firewall Stateful Inspection Firewall
SOHO
Knowledge Center
Managed Services
Organisational Consulting
Security Policy Support Security Awareness program Disaster recovery & business continuity Enterprise compliances assessment (ISO 17799) Security Risk assessment
Security
Server Hosting
Server On-Site
End device
Mainframe Applications 16-bit Client/Server 32-bit Client/Server Poorly designed HTML Web Apps
Data Centre
Mouse clicks and keystrokes sent to server Screen updates sent to client devices
HTML Web Applications Web Services Applications Network File Stores Other Data and File Stores
Application Outsourcing is a managed solution where applications & data are installed and executed on centralized servers
VPN
switch
Net Center
storage
housing hosting
storage
Customer
Remote Management
VPN
switch Hosted
Voice/data/video applications
Data Center
Communication services
Online Collaboration
Video Conferencing
Instant Messaging
Contact Center
Infrastructure
Telephone Services
Servers
Integration Services
Converged DATA/Voice/Video
Calendar
IP Services
H e
ar
Video communication
ea lt hc
Te le c
a se r e rv ins ic ti es tu ti on s
HotSpots
Patients
Medical Admin.
ic es R ec or d
IAM for hospitals
&
Ex tr an et
a ot nag Portal he em rs en t
Se rv
Org. 2
Org. n
Org. 1
National Register
Federated Identity Management: Security Access & Single Sign-On is managed by Trusted-Third Party Different credentials can be integrated based on security level required by application owner
Patient
CT
Connectivity services Network services Data Centre services
IT
Application services Business services
E-Learning Employee Portal
Drivers
Evolution in composition and nature of workforce (more PC literate) Increased focus on ROI of HR functions Need for increased quality of Human Resource data
Outsourcing
Higher Level of conversation with an Entreprise
Trusted Advisor and Strategic guidance Strategic impact Move up the food chain and be the trigger of change in stead of being the result Executive level conversation
Outsourcing
Change in position of internal ICT departments due to nominator thinking in the business = value creation
Agility
en Max value r tm a
Efficiency
ICT enables business ICT supportsvices r Se g business Eff rcin u icie o sS are ncy Min costdu lin Te a Internal
Based on Gartner
External
Outsourcing
Why
As CIOs deliver IT services and manage costs, business expectations expand to how IT can support enterprise growth and competitiveness. These expectations include: Supporting enterprise growth and competitiveness Managing an IT budget more like a business budget Leading the IS organization to deliver strategies focused on growth, alignment and business skills Investing in technologies that support enterprise competitiveness.
Outsourcing
How : Via proven methodology & approach
Telindus Object-If Methodology : Understanding business strategy Achieving growth and agility is at the core of customers business objectives. Telindus Object-If sourcing provides a DNA backbone essential to customer success. Every sourcing process should yield a positive business impact. The Object-If DNA backbone aligns with customer specific goals based on four elements,
> > > >
Outsourcing
The Object-If DNA Backbone
PROCESSES
> > > >
COST CONTROL
> > > > >
More effective processes = doing things right More efficient processes = doing the right things Faster, better and cheaper processes Service is flexible and responsive
Reduced time-to-market Better use of staff and resources Better control across the supply chain Less complaints/ less escalations
HUMAN RESOURCES
> > > > > >
TECHNOLOGY
> > >
Reduced workload Lower staff turnover Stable workforce Transparent structure More opportunities for career development Increased specialist skills
>
>
full sourcing
selective sourcing
Sourcing Services
A whole range of consulting, planning & advice services rendered by Telindus or its partner(s) outside the scope of full or selective sourcing
sourcing services
Risk Management & Governance Enterprise application integration Collaboration Secure and Well-Managed Infrastructure
Selective Sourcing
Any portion or portions of the entire portfolio of the management of ICT services and delivery of these services by Telindus or its partner(s).
Full Sourcing
The entire portfolio of the management of ICT services and delivery of these services by Telindus or its partner(s).
User environment Services (PC, Printer, IP Tel terminals) Desktop Life Cycle Management (patch management, assets/license management, OS/SW distribution, malicious SW removal, etc) Service Desk
Global SLAs
Information Security (Disaster Recovery) Internet Security (Intrusion prevention, Penetration testing, Monitoring, Remote Access) Accessibiliity Services (LAN/WAN) Housing Services Hosting Services IP Tel Services Collaborative Applications (mail, Blackberry, videostreaming, ) Business Application (HR-Payroll, )
There will be a move from discrete project-oriented services towards fullscale services engagements combining different types of services, Multisourcing - with different SP partnering as part of consortia bids to provide a fuller range of services - might become more and more usual, Cost Control is focused on data communications and networking rather than systems infrastructure. Change in clients attitude : more cautious and knowledgeable customers, better able to negotiate contracts. Customers will continue to expect more for less or at no extra cost But longer sales cycles while decision making is more complex.
Conclusions
be Flexible
No one size fits all : ICT outsourcers should integrate Corporate customer profile in the solution design. No standard cut & paste ICT outsourcing solution
Nomadicity
International presence
Mobility
Sector
Questions ?
Philippe Bovy Philippe.bovy@telindus.be Philippe.bovy@belgacom.be Mob: +32.475.25.27.01