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v3 IBM State Street

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Transcript of v3 IBM State Street

Agenda
Thank you
DATA,
CLOUD &
ENGAGEMENT

Accelerate our shift to
Strategic Imperatives
Key Themes of the IBM Strategy
Differentiated value for our clients
Focus on higher value
Running our enterprise
Clients need to manage "new" technologies and core systems
together

HYBRID
OPEN
PARTNERSHIPS

IBM
uniquely capable and differentiated

Move


UP THE VALUE STACK
through software, solutions, automation of services…
Deep
industry
offerings and expertise

Run our enterprise


with SPEED, AGILITY, &
ELIMINATE COMPLEXITY

Revamp how we


ENGAGE WITH OUR CLIENTS

Service Improvement Plan Close-out
New Enterprise IT and Next Generation Delivery Model
Next Steps:
Enabling State Street’s Next Gen IT Foundation

Industry Leading Examples
Open Discussion
Executive Summary –
SIP Close Out
Timeline
- The IBM & State Street Service Improvement Program (SIP) was initiated after service problems in September 2014
- One Team - State Street & IBM established
“2 in a box”
program owners and utilized existing staff for improvement programs
- The SIP results were based on agreed upon metrics and stakeholder
(business & end-user) outcomes
- Established IBM management system that provided account
empowerment, autonomy, and decision rights
- Positive outcomes & trends due to sustainable actions lead to innovation and collaboration on next steps
- At end of 2Q15, IBM achieved the stakeholder satisfaction survey target for 1st time in 4 year agreement history

Outcomes
- August Service Desk client satisfaction is 88% & green for last 5 consecutive months
- Delivered 10th consecutive month of green SLAs for response & restore of priority incidents
- Delivered 4 consecutive months of green SLAs for High-Availability for response & restore of priority incidents
- Implemented
continuous improvement
(increased targets) of SLA objectives after consistent achievement
- Implemented
standards and automation
for server builds, however, demand remains above through-put
- Additional actions in place to redirect demand to cloud & automation
- Explored & implemented new tools/methodologies to improve services
- IBM Design Thinking, scheduled automation, auto-dialer, uptime-express café, server build automation, training, State Street collaboration site communication, etc.
-
Institutionalized changes
that laid foundation to continue transformation
- Single ticket system
- Instrumented environment for data aggregation to drive metrics and change
- Re-engineered 4 core processes

Next Steps
-
Building on foundation
to jointly define next phase of transformation

IBM has a long history of managing industry
transformations and extending value to clients
Evolution of Outsourcing
$1 Trillion
USD is predicted to be spent via
mobile devices
by 2017



50%
Growth of
digitized data
by the end of 2015 to 6 trillion Terabytes

Conversations about IT infrastructure are changing, with a growing focus on cloud, mobile, social, analytics and security to provide a competitive advantage
60%
of
enterprises
consider
cloud
to be a strategic
differentiator
, and their
CIOs
will leverage
cloud to source
all of their
critical applications
by 2020
63%
of
workloads
are expected to be
cloud-based
by 2017


71%
of large organizations believe that
IT infrastructure
is a key enabler of
competitive advantage


90%
of large organizations believe that
IT infrastructure
enables
business strategy
and drives
business results
Sources:
1) IDC, Technology Selection: Worldwide Mobile Payments to 2017 Forecast
2) The IT infrastructure conversation, July 2014
3) IBM, Infrastructure Matters: The Future of Systems POV,

Our Mission:

We are the women and men who design, build, and run the foundational systems that the world relies on.

The backbone of the world’s economy.
IBM helps clients transition to New Enterprise IT environments, leveraging our differentiated Next Generation Delivery Model
Our Focus:
New Enterprise IT Environments…
as clients realize value by connecting mobile and cloud based Systems of Engagement to traditional Systems of Record; designing, building, running and supporting hybrid environments becomes critical to business success

…Enabled By Next Generation Delivery Model
as the market shifts to New Enterprise IT environments, service delivery models require increased levels of IP, automation and an advanced workforce


Our clients represent the cornerstones of their respective industries
Financial Services
Telecom
Retail
Airlines
Government
Automotive
Insurance
$5.3T

through

96.1B
daily card transactions
(>63% of total industry)
$7.3B
mobile connections worldwide
(>37% of total industry)
$952B
of Hypermarket
retail sales
(>53% of total industry)

540B

passenger miles (>15% of total industry)
153M
people served by regional governments in US and Canada
(>44% of citizens)
$992B
of world wide insurance premiums
(>21% of total industry)

44M

vehicles produced (>51% of total industry)
IBM is uniquely positioned to deliver client value and technical innovation through Enterprise IT
Traditional Outsourcing
Hybrid Cloud
Public Cloud
On premise
Off premise
Watson
Automation
Analytics
Mobile
Enterprise innovation is realized by integrating new
technologies with existing core systems
Yesterday
Today
Emergent
Mission Critical Systems
Mobile
Analytics
Social
Security
Cloud
Enterprise Innovation

Systems of
insight
Systems of
Engagement
Systems of
Record
Pervasive Security
Enabled by Cloud
IBM delivers value by helping our clients transform to a New Enterprise IT environment
Companies entrust IBM
with their IT environment…

…which
we transform and innovate
through our unique capabilities…

…and
‘return’ as high quality IT services

Hardware / Software
People

Process
Tools

IT Services
IBM Delivery
IT and Services delivered "as a service"
Application of Advanced Analytics & Automation

HW / SW optimization

Global resources with right
skills, location, cost

Applied process science
and best practices

Integrated Service Platforms

Optimized infrastructure

models (e.g., XaaS)
Skilled
IT professionals

Integrated process
tuned for efficiency and effectiveness

An IP-based Platform
Automation is re-ordering the way we do work in the delivery of services
Auto-correlation
Technology
Server Process
Automation Technology

IBM Strategy
Ken Keverian
Senior Vice President, Corporate Strategy

September 1, 2015
Watson Cognitive
Technology

Example

Example

Example

“Event correlation and auto-ticket” identifies the critical

10%

of events
“File system full” event improves by
100
minutes per instance
Agent “problem determination” improves by

37%
State Street and IBM Global Technology Services
The Evolution of Client Services

Phil Guido
- General Manager, IBM Global Technology Services North America

September 1, 2015
168
million events
FROM
>>
17
million events
TO
84%
MTTR reduction
68%
Sev-1 reduction
100+
minutes
FROM
>>
<10
minutes
TO
65%
average server penetration
64%
of incidents auto resolved / assisted
27
minutes
FROM
>>
17
minutes
TO
Watson Agent Assist for
multi-vendor product sets
Watson Client Self-assist on
cross-IBM web support portal

What’s next?


services
Client Examples: Next Generation
Delivery and New Enterprise IT

IT as a Service Model

Business Outcomes

Automation
Automation quality improvements


Significant server penetration

Increase in auto-resolved accounts
and auto-assisted incidents

Significant reduction in MTTR

The health care industry is going through dynamic change that requires us to be more agile and responsive, utilizing advanced technology to drive better quality, value and outcomes for consumers.

Tom Miller, SVP and CIO, Anthem, Inc.

Next Generation Delivery
Security
As-a-Service Business Model with private
and hybrid cloud

Reduce Cost
Improve Speed

Enhance IT value to business
Innovation is disconnected
I
don’t have to buy hardware and software.
I buy a service and an outcome
to drive innovation.

Mark Esposito, CTO, The Hartford

Integrated systems for enterprise innovation
Innovative
Core
Operations
Transform IT and enable business outcomes

Availability
Performance

Data Currency

We will work together to ensure all our constituents – clients, advisors, employees and shareholders – realize the full benefits of IBM’s broad product and service suite.

Randy Kupper, CIO, Ameriprise Financial
Full transcript