b2b managed services - ibm - united states commerce managed services partner direct link sterling...

© 2011 IBM Corporation

B2B Managed ServicesMichael Heesen

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Why Cloud-based B2B Integration

• B2B is our Business• World class and proven infrastructure, support, development,

processes and application, even in the largest scenarios

• Mitigate Risk and Ensure Success :

– A single point of contact for all EDI related issues including:

– Visibility and Event Management

– Service Level Reporting

– Leverage existing infrastructure and investment

• B2B collaboration becomes a predictable operational cost

• SOA to allow you to bring the solution in house if desired

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Outsourcing B2B services delivers measurable benefits

• For every $1.00 invested in IBM® Sterling B2B Integration Services, companies in this study, on average, realized $3.57 in reduced costs, increased productivity, and other business benefits

Source: Business Value of Sterling Commerce Managed Services for B2B Integration for detailed explanation of the ROI model and results

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Outsourcing B2B services delivers measurable benefits - Reduced annual total cost of ownership per partner

Infrastructure

Services

Services

Labor

Labor

0

2,000

4,000

6,000

8,000

10,000

12,000

($)

Services $6,372 $4,233

Labor $4,554 $1,098

Infrastructure $1,209 $165

Inhouse Sterling Commerce

� Total cost of ownership reduced 121%

– Inhouse: $12,135– Sterling: $5,496

� Services: VANs and 3 rd

party support– Savings: $2,139– Reduced 34%

� Labor: B2B and IT support staff

– Savings: $3,456– Reduced 76%

� Infrastructure: Servers, networking, space, power

– Savings: $1,044– Reduced 86%

Source: Business Value of Sterling Commerce Managed Services for B2B Integration for detailed explanation of the ROI model and results

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Your TradingCommunity

How We Address the Complexity

Infrastructure / Operations

• Sterling Commerce Managed Services take responsibility for all of your supply chain and e-business infrastructure and processes..

Visibility and Reporting

Delivery ServicesCommunity Management

Client Services Support

Program Management

Customer

Access to over 300,000 pre-connected trading

partners

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IBM SolutionsIBM Solutions

Solution Overview

Translation

Van Interconnects

Etc.Telekom

GXS

Sterling CommerceManaged Services

Partner

Direct Link

Sterling VAN (SCN)

Sterling IntegratorSterling Integrator

C:DC:D

Sterling IntegratorSterling Integrator

Comm.-Adapter Comm.-Adapter

SCN (Sterling VAN)SCN (Sterling VAN)

Customer

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Solution Overview Benefits

• End to End Visibility • End to End Control

– Own network, own datacenters, own software– No Support Ping Pong– Minimum of other parties involved

• Easy access to specialist in all areas• Best of Breed for B2B and MFT(Gartner)

Führend im Magic Quadrant

für B2B GatewayFührend im Magic Quadrant für

Managed File Transfer

Smarter CommerceKundentag & Forum 201125. – 26. Mai 2011 in Königswinter

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Cloud-based B2B Integration Technology

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Hosted Environments

• 99.9% uptime and availability• 2 sec - Average Transactional latency• The people skills, technology and

resources to monitor, support and operate the customers B2B environment 24x7:

• 3 Environments– Production– Customer Test / QA– Development

• Operations & Management services for:– Hardware– Applications– Database – Security– Communications– Business continuity– Data archiving

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Standard POD Footprint

App Server 1 App Server 2









Protocol (1) Protocol (2) Protocol (N)







Processing (1) Processing (2) Processing (N)





In-Flight

SCMS Support

Orchestration(1) Orchestration(2)

Pod Footprint

2 Application Servers

2 Primary Servers

2 Secondary Databases

Each POD is self replicating

Automatic failover built in

Multi-tenant Platform

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Technical Architecture BenefitsHigh Availability & Reliability• 7x24• Disaster Recovery data centers

Scalability• Easy to extend, based on your requirements

Global

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SLO/SLA AgreementsSLO/SLA Agreements

Services Overview

SCN

Van Interconnects

etcTelekom

GXS

Sterling CommerceManaged Services

Partner

Direct Link

Sterling VAN

RoutingRouting

VisibiltyVisibilty AlertingAlerting

CommunicationCommunication TranslationTranslation

ArchivingArchiving

Partner

Onboarding

Partner

Onboarding Partner SupportPartner Support

Partner Integration

Support

Partner Integration

Support

Client SupportClient Support

Customer

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IBM Sterling Solution Value

• No additional costs for:– Support of your trading partners– Support of new Communication Channels– Archiving– Visibility

• Reduce your risk– We are 35 years pedigree in EDI, e-commerce and B2B

communication– Worldwide global presence serving partner all over the world.

• Fast Time to market – Software Vendor is Outsourcing Partner– End-to-End service provider

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Cloud-based B2B Integration Support

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Faster time to market

High Client Skill Set

Low Client Skill Set

Continuum of Services

Sterling CollaborationNetwork

Sterling CollaborationNetwork

B2B Integration Services Basic

B2B Integration Services Basic

• Mapping and Run-Time Translation• Standard SLA Agreements• Enhanced Visibility Services

• Mapping and Run-Time Translation• Standard SLA Agreements• Enhanced Visibility Services

B2B Integration Services Plus

B2B Integration Services Plus

• Premium Client Support Services• Process Management Services

• Premium Client Support Services• Process Management Services

B2B Integration Service Plus with CM

B2B Integration Service Plus with CM

• Partner Support Services• Partner Integration Services

• Partner Support Services• Partner Integration Services

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Client Support Agenda

22Support

Plan

11Team Structure

& Roles, ServicesProduction

EnhancementRequest (PER)

33 44InFlight DataTracking &

Reporting Tool

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Support Roles• Client Services team

– Named Service/Program Manager – Cradle to Grave• Responsible for program oversight• Responsible for client relationship• Escalation point• Governance and business review leader

– Project Manager – Implementation

– Named Support Manager – Post Implementation• Responsible for:

– trading partner setups (including Managed AS2)– envelope modifications – primary contact with customers– first level troubleshooting of errors – first level VAN setup issues – escalation to other teams as required.

Implementation

Integration Services

Customer Support

B2B Process Improvements

Relationship Management

StrategicTactical

Cost Reduction

Growth

Val

ue O

rient

atio

n

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Pro

gram

Man

ager

Client Services Support

Level 2 Support

Level 3 Support (Development)

Client Services Process

Operations C

enter

•98% of all calls handled on first call

• Average Speed of Answer = 20 Seconds

• Email and Web Support Response Time = 92% in <2

business hours

• Average Key Account Satisfaction Rating = 4.7

out of 5

• Over Half of all Surveys were a perfect 5

Customer

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22Support

Plan

11Team Structure




Reporting Tool

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Support Plan

• Support plan covers:1. Overview2. Roles and Responsibilities 3. How Support Services Work4. Additional Support Options5. Processes and Procedures6. Review Period7. Sign-off Page

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Support handover

• Support/Quality plan has been developed, reviewed and signed• Cutover steps are developed including contingency• Go/No-Go meeting• Cutover steps followed by Sterling and Customer• Transition team remains engaged during production turnover • Any issues are prioritized• Daily document counts are published with error rates• Steady Production State

Transition Team

Go Live

Support Team

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22Support

Plan

11Team Structure




Reporting Tool

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Customer Support

• Online access to case/PER history

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22Support

Plan

11Team Structure




Reporting Tool

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� Web Reporting Portal

� Available 24 x 7 x 365 days

� Visibility

� Alerting Services

� Reporting

� Data extraction service

� Download documents & reports

� CSV

� Microsoft EXCEL

� PDF

� XML

InFlight Data Management Tool - SummaryIBM® B2B Integration Services

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� Automated emails � On failure & if late

� Download files� input and output

� Acknowledgement statuses� Manually online

� Reports on demand� Inbound Files� Outbound Files� TP Summary

� Separate views � Test � Production data

InFlight Data Management Tool - FeaturesIBM® B2B Integration Services

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Make a report look exactly as you wish by hiding

fields, sorting on fields or moving fields.

Make a report look exactly as you wish by hiding

fields, sorting on fields or moving fields.

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InFlight Data Management Tool - MobileIBM® B2B Integration Services

� Mobile Applications for the Apple® iPhone®

� Mobile monitoring for B2B as-a-Service

� Supports:

� Apple® iPhone® (OS Version 3.1 or later)

� Apple® iPad® (OS Version 4.3 or later)

� New Ways to Extend Your Solutions

� Anytime & Anywhere Access

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