IT Service Metrics in an Enterprise

IT Service Metrics in an Enterprise Solvay Information Services Benoît Lefeuvre Solvay Information Services Service Manager Dr. Serguei Dobrinevski Hypersoft © Solvay Information Services, Hypersoft Information Systems, 2006 WWW.HYPERSOFT.COM Agenda • Solvay and Hypersoft presentation • Objective: deliver the right metrics in a service- oriented environment • Environment: Solvay Information Services • How to offer Services ? – Certification – Catalogue / Portfolio of services – Quality of service metrics – Metering and reporting as a business process ©Solvay Information Services, Hypersoft Information Systems, 2006 WWW.HYPERSOFT.COM A CHEMICAL AND PHARMACEUTICAL GROUP  Created in 1866 – soda ash  Sales : EUR 8.6 Bn Cash flow : EUR 1.3 Bn Balance Sheet : EUR 11 Bn  International presence in more than 50 countries with some 29,000 employees  Hybrid group with 3 sectors : Solvay Pharmaceuticals, Solvay Chemicals and Solvay Plastics  Sustainable and profitable growth through Innovation and Competitiveness  Clear commitment to Sustainable Development  Listed on Euronext100 index ©Solvay Information Services, Hypersoft Information Systems, 2006 WWW.HYPERSOFT.COM AN INTERNATIONAL PRESENCE Europe 56% EU25 : 51%, rest of Europe : 5% The Americas 34% Asia-Pacific 7% In % of 2005 sales (EUR 8,562 M) ©Solvay Information Services, Hypersoft Information Systems, 2006 WWW.HYPERSOFT.COM SOLVAY’s ORGANIZATION  SOLVAY is headed by the COMEX and is composed by three SECTORS of activity: Chemicals, Pharmaceuticals, Plastics which are divided up in 14 Strategic Business Units (SBU) Three entities advise and support the business :  Office of the Comex (OC) advise and provide strategic information, assistance and advice to the Executive Committee members in their tasks.  Competence Centres (CC) bring together the international skills and knowledge that are strategically important to the Group. Like the SBU, they have worldwide responsibility for their particular areas, and will propose their strategies and their global budget annually to the Executive Committee.  Business Support Centres (BSC) take charge of the processes necessary for the proper functioning of the Group. ©Solvay Information Services, Hypersoft Information Systems, 2006 WWW.HYPERSOFT.COM Hypersoft Information Systems • Over 150 enterprise customers for infrastructure metrics software • More than two million users in networks under management • Offices in Germany, France, USA, and Belarus • Measuring messaging and collaboration, perimeter services, directories, replication, web resources, and other IT services as well as in-house applications • Working for end-users as well as for service providers • Service analysis at the enterprise level from individual transaction metrics to consolidated scalable service views • Unique experience in producing relevant performance indicators from the technology-agnostic perspective ©Solvay Information Services, Hypersoft Information Systems, 2006 WWW.HYPERSOFT.COM Computing Resources: Traditional vs Service View • Technology-dependent • Technology-agnostic • Applications deployed • Functions consumed • Vendor-driven diversity • Normalised definitions • Technical insights • Business metrics • Enterprise capital expense • Costing per functional unit • Cost factor • Profit factor • Perpetual licensing • Running usage charge Metering is immanent to the service approach ©Solvay Information Services, Hypersoft Information Systems, 2006 WWW.HYPERSOFT.COM Tiered Metrics Model Business Service Metrics IT Service Metrics Application and Network Metrics ©Solvay Information Services, Hypersoft Information Systems, 2006 WWW.HYPERSOFT.COM Solvay Information Services • SIS – not SITechnology – ! (technology for technology’s sake is not our cup of tea) - SIS moved from product to service provider • Our mission SIS tailors its solutions, its services and its organization in order to be perfectly aligned with Solvay strategy. Products portfolio evolution, geographical growth and competitiveness become the drivers of our own strategy. Our governance model, the quality of the services we deliver, our strategy and our budgetary discipline deserve trust of Solvay Management. Risk Management, flexibility, innovation, open to Business and consumers are key words. • We are global (or at the very least European) – We work as a virtual network • SIS offer – Global : SBU. Eg : e-messaging, Internet access, ERP, – Regional : national contexts – 75 % are provided in cooperation with external providers ©Solvay Information Services, Hypersoft Information Systems, 2006 WWW.HYPERSOFT.COM Process Map How to offer Services ? ©Solvay Information Services, Hypersoft Information Systems, 2006 WWW.HYPERSOFT.COM Certification • Why ? – To be recognized by our customers • IT services are part of Business processes. IT SLA are integrated in Business SLA • Business critical • Quality requirement. Records Control .Traceability. • Compliance to legal & industry regulations : FDA, REACH… • Why IS 9001 ? – IS 9001 is not an IT specific model  Common language with our customers/ Business and consumers – A model known and used by many entities inside Solvay – An "auditable" model • Benefits – Internal Quality Management System – Clarification of roles and responsibilities – Standardisation and harmonisation – Best practices – Cost reduction – Continuous improvement – External assessment of our system – Motivation of the personnel ©Solvay Information Services, Hypersoft Information Systems, 2006 WWW.HYPERSOFT.COM ? ISO 9001 ITIL ©Solvay Information Services, Hypersoft Information Systems, 2006 WWW.HYPERSOFT.COM ISO 20000 Processes vs.