end-to-end service management with servicenow (english)
TRANSCRIPT
11
PIERRE GLEIZEHEAD OF SERVICES OFFER DEVELOPMENT
October 8th 2013
end-to-end service management
2
agenda
• service management at Orange Business Services, powered by
• customer case study
3
SERVICE MANAGEMENT AT
ORANGE
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Orange Business Services: who are we?
• a large portfolio WAN, LAN, Telephony, Mobility,
Telepresence, Security, Unified Communications,
M2M, Cloud…
• 2.7 million enterprise clients and 3,700 large
multinationals in 220 countries
• Orange Business Services provides communications and integration
services to multinationals throughout the world
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Orange Business Services: who are we?
• World Communications Awards Best Global
Operator 2006, 2007, 2008, 2009, 2012; Best Cloud
Service 2012; User’s Choice 2012; Best New Service
2011; New Shores Award 2011; Best Managed
Service 2010; Best Project Management 2010; Best
Change-Maker 2008, 2009
• ISO certifications ISO 20000, ISO 9001, ISO 27001,
ISO 14001, ISAE 3402
• more than 31,000 employees in 166 countries and 4 major service centers
• €7.1 billion turnover in 2012
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our customers’ challenges just don’t get any easier…
how can I reduce my costs?
how can I retain more customers?
how can I reduce time to market?
how can I improve service levels?
how can I ensure business continuity?
how can I coordinate my business operations across the globe?
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supporting our customers’ IT transformation with
1
current state
limited control over
multiple geographies,
organizations, users,
applications, vendors,
technologies…
service transition
end-to-end service
management powered by
2service transformation
cloud services
transformation powered by
3
UCaaS
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Orange service management portfoliousers
Orange as consulting &
integration partner
Orange as managed
services partner
service deskinfrastructure
delivery
network
delivery
application
delivery
IT organisation
provider Cprovider Bprovider A
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CIC2.0: our managed services solution
customer equipment
securityserver
Third Party equipment
LANshaper
Orange equipment
CPE network
incident management
configuration management
change management
service level management
SM platform
event monitoring &
supervision platform
Orange tools
service desk
consultant, service manager,
change manager
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customer benefits
• single entry point for the customer
• End-to-end service management with the possibility of integrating with
customer service management platform
• automated reporting
• customer-centric services that can result in:
• a 43-minute reduction in the time spent on a change by the service
manager
• 99.7% of changes implemented right first time
• a 23% reduction in incidents resulting from change implementation
• a 17% reduction in incident resolution time
• improved customer satisfaction: up to 11% on migrated accounts
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CUSTOMER CASE STUDY
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the customer
• global leader in packaging solutions
• 33,000 employees in 42 countries
• re-structuring the whole organization, moving the Management
Group to Switzerland and developing a new global IT organization
• strategic initiative of this new global IT organization to explore
global outsourcing opportunities
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the global solution from Orange
• data network services based on Business VPN Corporate for 300 sites globally
• regional centralized Internet access
• managed security solutions for their 33 000 employees hosted in 5 data centers
• regional Mobile SSL Gateways, housing services
• a fully integrated infrastructure management and monitoring solution:
• Customized Infrastructure Care (CIC2.0)
• integration with client’s ServiceNow platform
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end user support &
management teams
SM platform
customer environment
CIC2.0 and ServiceNow integration
customer equipment
securityserver
third-partyequipment
LANshaper
Orange equipment
CPE network
incident management
configuration management
change management dedicated service desk
service level management
SM platform
event
monitoring &
supervision
platform
Orange tools
senior consultant, service manager, change manager
e-bonding:
change, incident, config-
uration & knowledge
management
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the project
• service management consulting to determine:
• customer requirements
• customer processes
• implementation:
• managed by a local consultant and project manager from Orange
• customized configuration done by Global Services India
• project team consisted of client and Orange members
• lessons learned shared with client
• dedicated teams for the manage phase (CSM, Service Desk…)
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customer benefits• end-to-end service management solution
• client and Orange ServiceNow platforms integrated for incident, change, configuration and knowledge management
• improved process efficiency
• complete visibility and unique entry point for all services and devices managed by Orange
• proactive incident creation
• optimization and integration of incident and change management processes:
• real-time communication to local or regional teams depending on the impacted service
• on-line reporting
• common access to a shared knowledge management database
