the world is your workplace connect with getronics getronics barclays desktop outsourcing 18 october...

The world is your workplaceconnect with Getronics

Getronics

Barclays Desktop Outsourcing18 October 2005


Introduction - Stuart Appleton Executive Vice President,Board of Management

Getronics Worldwide•Worldwide team of 27,000•Largest European-owned ICT Service company•2005 revenues of €3bn•Direct presence networked across 30 countries•Extended service coverage in 90 countries•Devolved organisational structure

12m service calls p.a.4.6m client assets managed

A Global Portfolio

•Workspace Management Services•Technology Transformation Services•Communication Services•Security Services•Application Services

Strategic Partners

`

Gold Partner Gold Partner Global Partner

1000 specialists 2000 specialists 2000 specialists

Our Markets

Finance

32% (over 50% in UK)

Other9%

Technology, media and telecom

11%

Retail & Transport9%

Manufacturing14% Government

25%

Getronics has 50+ years of experience & innovation in the Financial Services Sector

50’s 60’s 70’s 80’s 90’s• 1950 - The first

MICR cheque encoders

• 1963 - Test key authentication for telex payment

• 1969 - The first online banking terminal – updating passbooks online for the first time

• 1977 - First intelligent client server Teller-Cashier solutions

• 1987 - The first PC based intelligent client server

• 1989 – Video conferencing for remote financial consultants

• 1992 - The unmanned branch

• 1996 - The first virtual bank

Getronics services 1 million seats in Financial Service Institutions

EUR 1bn annual revenue (33% of total)

50 years of presence

50,000 branches run Getronics software

350,000 teller peripherals deployed

585 client references

Getronics services 17 of the top 20 Financial Services Institutions

1,000-50,00020,000Wipro

250-15,0001,000,000Unisys

100-100,0004,000,000IBM GS

100-100,0005,000,000HP Services

500-100,0001,300,000Getronics

500-100,0003,300,000EDS

2,000-100,0001,500,000Dell (services)

500-100,0003,000,000CSC

500-100,000600,000Atos Origin

500-100,0001,000,000Accenture

Target Market (seats)Desktops ManagedVendor

Source: Datamonitor

Major Desktop Services Providers by Volume

What do our clients like about us?

According to our latest Global Customer

Satisfaction Survey* our clients appreciate:

Being treated like individual customers Ability to work with them as part of a team Expertise and quality of core IT service provision Depth of technical knowledge Breadth of experience and international profile Adaptability and flexibility

* Conducted with 118 clients by Gartner Consulting, June 2005

Barclays and Getronics - Guita Blake BBU Director

Getronics Value Proposition To Barclays


Customer Desktop Service

ApplicationService

Transition Transform Global Seats

Abbey National UK 25,000

Barclays UK 10,000

Shell 100,000

Deutsche Bank 28,000

Novartis 80,000

DSM 14,000

Ford 33,000

La Caixa SP 20,000

AXA 80,000

Booz Allen 14,500

BP/Innovene 10,000


Other Peripherals

Pocket E-Mail

Kernel

Desktop/Laptop

ServerManagement

Managed Print

LegacyInfrastructure

DomainManagement

IMAC

Incident MgtHelp &

Break/fix

Application Re-

Engineering

ApplicationDelivery

Packaging &Deployment

of apps

Data Migration

ApplicationServices

Services Support & Delivery

InfrastructureServices

DesktopServices

Release Mgt

Config’n Mgt

AvailabilityIT Service Continuity

Mgt

Problem Mgt

Capacity Mgt

Incident Mgt

Service Level Mgt

ITIL Components

Desktop/Laptop

Pocket E-Mail

Cost Leadership

Desktop Build

Break/Fix

ProjectsServices

Change Management

Service Management

Mobility

MailMigration

Active Dir.

Change Mgt

Change Mgt

Other Peripherals

Pocket E-Mail

Kernel

Desktop/Laptop

ServerManagement

LegacyInfrastructure

DomainManagement

IMAC

Incident MgtHelp &

Break/fix

ApplicationDelivery

Packaging &Deployment

of apps

Data Migration

ApplicationServices

Services Support & Delivery

InfrastructureServices

DesktopServices

Security

ITIL Components

Desktop/Laptop

Pocket E-Mail

Getronics provides partial service to Barclays currently

Problem Mgt

Getronics Existing End-To-End

Service to a significant %age of Barclays Estate

Colour key:

Desktop Build

Break/Fix

ProjectServices

Change Management

Service Management

MailMigration

Change Mgt

Change Mgt

Incident Mgt

Problem Mgt

Release Mgt

Config’n Mgt

Availability

Mobility

Active Dir.

Managed Print

Capacity Mgt

Service Level Mgt

Getronics does not provide this service to

Barclays at present

Application Re-

Engineering

Cost Leadership


17 innovation points in response

Technological innovations (e.g; RDX, knowledge management, self-service portal)

Proven record in ING, BP

Both outward and inward looking Service improvement Part of governance, tracks,

measures and reports Commitment to ITIL



Description Service

Level

Jan-05 Feb-05 Mar-05 Apr-05

May-05

Jun-05

Jul-05 Aug-05

Calls to Helpdesk answered in 20 secs

90% 91% 92% 94% 90% 90% 92% 90% 90%

Calls to Helpdesk not abandoned 95% 98.5% 99.1% 99.5% 98.2% 98.2% 99.4%

98.6% 98.3%

Helpdesk telecomms / call management availability

98.50%

100% 100% 100% 100% 100% 100% 100% 100%

Incidents resolved at 1st level while user still on line

40% 51% 51% 51% 52% 57% 74% 74% 73%

Priority S1 incidents resolved within the agreed SLA Fix time.

100% 100% 100% 100% 100% 100% 100% 100% 100%

Priority S2 – S6 incidents resolved within agreed SLA fix time

95% 96.7% 97.1% 97.5% 96% 95.6% 96.6%

95.5% 97.3%

Server availability. 99% 100% 100% 99.97%

99.99%

99.97%

99.99%

99.97%

99.92%


Customer Satisfaction Survey

0

2

4

6

8

10

Jan-05

Feb-05

Mar-05

Apr-05 May-05

Jun-05

Jul-05 Aug-05

Sep-05

Date

Ave

rag

e R

atin

g

SLA


How it will happen


Managing the change – John Kotula Programme Director

Desktop Services

Desktops

Applications

Infrastructure

Current

Bu

siness C

on

strained

Recap

Desktop Services

Desktops

Applications

Infrastructure

Current

Bu

siness C

on

strained

Transformation

• COE implemented• Refreshed desktops• Consolidate applications• Packaging capability• Deployment capability• Communicated change

• Robust, secure and consistent service

• Improved customer experience

• ITIL-based services• Consolidated

infrastructure

GETRONICS Global delivery capability

Bu

siness E

nab

led

Vision

Future

•Quality

•Cost-effective

•Centralised

•Refreshed estate

•Supports change

•Reduced risk

• Improved service

•Desktop roadmap

•Location independent

•Flexible

User exp

erience

Making change happen

Pragmatic leadership and teamwork in transformation Delivering from our skills and experience Leveraging Getronics global capability

How we will manage this – change management

Risk management Planning – fail to plan, plan to

fail… Programme Management Principal risks – disruption to

service, not meeting business expectations

Governance and control

Programme

(Transient)

Service

(Permanent)

Pro

gra

mm

e, line

Ope

ratio

nal,

Serv

ice

Team Structure during Transition and Transformation…

ClientServiceDirector

ProgrammeDirector

BBU Director

Apps & DeploymentProgramme

ManagerServices Transformation

Programme Manager

ClientServiceTeam

Service DeliveryManagers & Teams

Service TransformationService Transition Implementation teams Desktop Deployment Application Migration

ServicesTransformation

ProgrammeManager

Apps & DeploymentProgramme Manager

ClientServiceTeam

Change Continuity

Service

Team structure after Transition and Transformation…

ClientServiceDirector

BBU Director

Service DeliveryManagers & Teams

IMAC H/W and S/Wdeployment

BAUApplication Packaging

Client Service Teams

Continuousimprovementand innovation

The Roadmap – How will we get there?

Q1/200660 applications packaged and testedModel office set-upDesigns ready for Exchange, Citrix,

Active DirectoryInfrastructure prepared as far as is

practicable/allowedRDX infrastructure available

Transition ready to go live

Q2/2006Transition completes April280 applications ready!1000 new PCs in staging ready to rollIMAC service livePassword reset liveActive directory available

2,500 users transformed

Q3/2006

Transition complete Transformation underway Transformation ongoing

Q4/2006Novadigm decommissioned


Q1/2007RDX infrastructure complete in all sitesApplications packaging completeAll new PC’s for refresh imaged


Q2/2007

Transformation

of all

users

complete

Over half way Nearing completion Transformation completes

Novadigm: 1,500 migrated (4,000 to go)11,000 new PCs imaged


Lessons Learned - AXA We can’t operate in a vacuum – We need you to be our Partner

- Regular meetings, planning, and joint steering

- Benchmarking and reporting to standards and milestones

Pragmatic Leadership – Do what makes sense and Focus on the real priorities

Our ability to drive a quality, cost effective solution depends on;

- Full Scope of Services (75% remote resolve rate for SPOC), Standardisation (COE – XP), Automation (self help), Avoidance (security)

Be Flexible and adapt to change – Acquisition and Divestitures happen (MONY group)

Hope for the Best - Plan for the Worst (Contingency Planning – NYC Power Outage)

NO RED FLAGS


Desktop Service – David Walker Programme Manager

Transformation Synchronisation: Desktop + Services

ServiceTransition

(incumbentsto Getronics)

Migrate Applications(package to new Build)

Develop Desktop

Solution (Build)

PhysicalDesktop

Deployment

Design and Build new ServiceDelivery Infrastructure

Processes and Resources

Desktop Applications and Deployment (Refresh) Stream

Desktop Service (Transition) Stream

RemoteSoftware

Deployment

UserOnsite

Support

UserComms/Survey

Future

Service

Operation

BAU H/W andS/W IMACs

BAU Re-Packaging and& Distribution

PrepareUsers forTransitionTo FSO

Sig

noff

of

Use

r Segm

ent/

Sit

e

DESK

TOP

+ SE

RVIC

E T

RANS

FORM

ATIO

N

Overseen by Programme Steering GroupOverseen by Operations

Steering Group

ServiceConsolidation/Quick Wins

Infrastruc-ture upgradeper segment

These activities are ‘one-offs’ These activities repeat for each user segmentThese activities are ‘one-offs’

Transformation Synchronisation: Services

ServiceTransition



Develop Desktop

Solution (Build)

PhysicalDesktop

Deployment





RemoteSoftware

Deployment

UserOnsite

Support

UserComms/Survey

Future

Service

Operation




Sig

noff

of

Use

r Segm

ent/

Sit

e

DESK

TOP

+ SE

RVIC

E T

RANS

FORM

ATIO

N


Steering Group




Solution Overview

OnsiteServicesRemote Support Services

Users

ServiceRequestPortal

Logs incident inPeregrine

BAUApplicationRequests

TransformationProgramme

ModelOffice

DesktopSupport

AssetMgmt

ServerSupport

PackagingAntivirusSoftwareDistribution

Incident MgmtLogical IMACsBlackberry

HardwareSoftwareFinancial

PerformanceAvailabilityCapacityMonitoringSystems Mgmt

DesktopSupport

Incident MgmtPhysical IMAC

Barclays and 3rd Parties

NetworksBusiness

ApplicationSupport

Attempts toresolve problem

Route ticket to solver group

Resolved tickets

ApplicationMigration

SelfService

PasswordResetAccountUnlock

Barclays@ssist

Resolved tickets

Resolved tickets

Change - Transition approach

Principal steps

What are the risks?

How do we manage the transition?

Change – Service Transformation approach

Integrated with desktop transformation

Provides enabled service

Delivers email infrastructure

Delivers Active Directory

Delivers service enhancements (self-service portal enhancements, DR, BCP…)

Lessons learned Abbey National’s COE programme

– Engage users– Quality of data– Keep communicating– IT developers!

Transition– Engage with business– Beware of legacy positions– TUPE– Day 1 planning– Communications

Transformation planning– Get the roadmap and architectures defined– Keep all the noise at bay– Keep all teams engaged

Wrap everything up with skilled and experienced Programme Management


Desktop Transformation – Geoff Smith Service Director


ServiceTransition



Develop Desktop

Solution (Build)

PhysicalDesktop

Deployment





RemoteSoftware

Deployment

UserOnsite

Support

UserComms/Survey

Future

Service

Operation




Sig

noff

of

Use

r Segm

ent/

Sit

e

DESK

TOP

+ SE

RVIC

E T

RANS

FORM

ATIO

N


Steering Group




Our Packaging and Build Capability

Key risk area is Apps assessment

Pre-requisite activities:

– Active Directory (re)design

– Definition of new core desktop build (XP)

‘Nearshore’ packaging model in place

– Lowest risk, most responsive

– Throughput easily scalable

– Data Migration/Re-engineering capability

Our Deployment Capability

Detailed low-level planning is vital

– User experience is key

– Build contingency into plans

– What matters is committed rate of progress

Deployment model ready to go

– Hardware capability proven on Counters

– RDX remote deployment of software

Application Services are a core global offer

– 5000+ people focused on Application Services

Draft Transformation Plan

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug SepServices Infrastructure Prerequisites

Core XP ImageExchange Infrastructure Design

SBC Infrastructure (Citrix) Infrastructure redesign & reconfigureAD Design

AD & Exchange Initial Deploy

RDX Infrastructure PrerequisitesRDX/SMS 2003 Core Server Infrastructure

RDX Deployment Infrastructure rollout Radia Exit prep

Application Packaging Total Ratio 20%

Applications 800 60 60 60 100 100 100 100 100 40 40 40Simple 640 80% 48 48 48 80 80 80 80 80 32 32 32

Complex 160 20% 12 12 12 20 20 20 20 20 8 8 8

Procurement & Logistics Drop One Drop Two Drop Three Drop Four

Total Desktops Delivered (start of month) 17557 3637 7313 5074 1534No. of Desktops Requiring Storage (month end) 16932 3012 1796 0 4686 2358 0 2738 1069 0 848 424 0

Pre-StagingStage Desktops

624 1216 1796 2627 2328 2358 2335 1670 1069 685 424 424

Desktop Deployment Total Ratio Pilot

Users (excluding GDP 25081 892 1737 2566 3753 3326 3368 3336 2385 1527 979 606 606Hardware+Software Refresh 17557 70% 624 1216 1796 2627 2328 2358 2335 1670 1069 685 424 424

Software only refresh 7524 30% 268 521 770 1126 998 1010 1001 716 458 294 182 182GDP Users Novadigm Migration 5500 SMS Client Migrate Radia to SMS

Services Delivery

Password Reset (Courion) Implementation planning/design Go LivePrepare for new IMAC service Implementation planning/design Go Live

TRANSITION LEGACY SERVICE LIVE GO LIVE

Legacy Users (non-GDP) 25081 25081 25081 25081 24189 22452 19886 16133 12807 9439 6103 3718 2191 1212 606 0 0 0 0 0Legacy Users (GDP) via Novadigm 5500 5500 5500 5500 5500 5500 5500 5500 5000 2500 0 0 0 0 0 0 0 0 0 0

Legacy Users (GDP) via RDX 0 0 0 0 0 0 0 0 500 2500 5000 5000 5000 5000 5000 5000 5000 5000 5000 5000Migrated Future Service Users (FSO) 0 0 0 0 892 2629 5195 8948 12274 15642 18978 21363 22890 23869 24475 25081 25081 25081 25081 25081

TOTAL SERVICE USERS (Month End seats) 30581 30581 30581 30581 30581 30581 30581 30581 30581 30081 30081 30081 30081 30081 30081 30081 30081 30081 30081 30081

Quarter Three Quarter Four Quarter Three

Rollout

Quarter One Quarter Two

Rollout

Chan

ge F

reez

e

2007

50%30%

2006Quarter One Quarter Two

Lessons Learned

Abbey

– Engage business units and keep involved

– BAU must track transformation and leverage

– Estate information is the most vital asset

Barclays

– User satisfaction is not about delivering SLA

– Many partners, customer sees only one

– Partnering means one team, one solution

Pricing and assumptions – John Hawker, CFO UK and Ireland

Commercials slides have been removed


Conclusion – Stuart Appleton

Team Roles and Governance (Getronics)Executive Leadership • Company & Resource Commitment• Overall Governance• Establish Strategic Direction• Define Futures• Own the overall relationship• Top Level Escalation Point

Service Delivery Team• Operational Delivery & Monitoring (SLA)• Change Management (ITIL)• Resolve Operational Issues• MI, Records and Audit

Service Specifications & Project Definitions.Getronics Technical, Process & Quality Standards

Commercial Management

ServiceLevel & Project

Management

OperationalControls &Risk Mgmt

Strategy & Futures

Programme Office

Relationship Management

Delivery Leadership

Continuous Improvement Office

Best Practice

Programme Management Team• Ownership of Programmes • Programmes Managed In Partnership• Programme & Project Governance

& Control• Programme Reviews & Reporting• Dynamic Risk Management• Advise on Architecture• MSP & PRINCE2 Driven

Get

ron

ics

Go

vern

ance

Mo

del

Gov

erna

nce

Ope

ratio

nal

Tact

ical

Str

ateg

ic

Relationship Management Team• Monitor & Manage Service Performance• Manage the Transformation Programme• Coordinate the Programme & BAU• Resolve Issues/Disputes• Approve Changes/New Services• Business Continuity Management• Track legal/regulatory changes

What we will need from you to ensure success

Executive commitment Commitment to the Governance Model Information and data Discussion/agreement to plans Clear escalation on both sides Joint agreement to changes Solving problems together Corporate communications Open HR communications Advanced planning and commitment to plan Strategic direction and architectures ahead of planning

Why Getronics?

The last word….

Appendices

Target service model

Team Roles and Governance (Joint)

Monthly/Quarterly Meetings• Service & Commercial Reviews• Programme Boards• Supplier Reviews• Architecture/Technology Forums

Weekly Meetings • Project Board Reviews• Service Delivery Meetings• Change Management

Board• Service Performance

Quarterly Executive Reviews• Steering Committee Meetings• Innovation Forums

Executive Leadership • Overall Direction• Major Changes• Major Risk Mitigation• Financial Review• Overall Governance• Dispute Resolution

Relationship Management Team• Monitor & Manage Service Performance• Manage the Transformation Programme• Coordinate the Programme & BAU• Resolve Issues/Disputes• Approve Changes/New Services• Business Continuity Management• Track legal/regulatory changes

Service Delivery Team• Operational Delivery (SLA)• Change Management (ITIL)• Resolve Operational Issues• MI, Records and Audit

Service Specifications & Project Definitions.Joint Technical, Process & Quality Standards

Contracts & Cost Management

ServicePerformance

Programme & Operational

Delivery

Strategy & Direction

Programme Management

Change Management

Service Management

Business Performance

Governance & QA/Audit

Programme Management Team• Programmes managed In Partnership • Architecture & Design Principles• Programme Control & Governance • Programme Reviews & Reporting• Dynamic Risk Management• Issue Resolution

Get

ron

ics

& B

arcl

ays

Join

t G

ove

rnan

ce M

od

el

Daily Meetings • Service Monitoring• Issue Resolution

Ris

k M

anag

emen

t

Ope

ratio

nal

Tact

ical

Str

ateg

ic

How our portfolio helps Financial Services

Our services address the most critical issues the financial services sector is facing today.

Solution Area Business Need Getronics’ Answer

Application Services Renew application (47%)

Remove legacy applications

Comply with regulations

Lift & Shift, CRM, Retail Banking

SOA

Records management, workflow

Workspace Management Services

Manage complex networks

Productivity & cost

Globalization & consolidation

Future proof workspace

Pay per use

Global Service Delivery Model

Technology Transformation Services

Consolidate IT infrastructure

Accelerate M&A

Enforce compliance

Branch network consolidation

Server consolidation, virtualisation

Storage management

Communication Services

Access to experts

Improved services in branch

Multi-channel integration

Managed IPT

Agent mobility

IP Contact Centres

Security Services Encourage use of online services

Connect with service partners

Globalization & consolidation

Managed security

Perimeter and in-depth defence

Business continuity, DR

the world is your workplace connect with getronics getronics barclays desktop outsourcing 18 october...

Documents