IT Challenges in a global organizat ion.

Written by: Yuval Schwabe

Oct/5/2016

Introduct ion

My Name: Yuval SchwabeWork history:19 years in the IT industry - Information Technology & Delivery PS Britannica-KS - Director of professional services & Support - 3 Years Amdocs Ltd - Expert Project Manager and Architect - 13 Years

In a nut shell:Leading large scale & complex IT delivery operations, managing vendors. Non-functional aspects of all IT infrastructure and system global Implementations. Vast experience in IT automation, Operations & development. experience in managing Agile IT projects and IT as a service.

Certifications:• B.A in managment & computer science • AWS Solution Architect & AWS SysOps • ITIL - IT service management (ITSM) • PRINCE2 - effective project management + Agile

Technologies++:JAVA, C#, WIN, Unix/Linux, Web-Logic/Websphere/IIS, MSSQL, Oracle,MySQL Zabbix, Salesforce, CD, CI, CT, DevOps, Git, Jmeter, Jenkins, Open source etc… Exchange, Office365, SMS, Skype for business, Net Meeting, Cisco, HP etc..

IT MGMT

3

TODAYS TOPICS - AGENDA

10 IT Global Challenges

Communication (ICT)

Cultural Diversity (ITSM)

Improvement Process Example

Service Desk

Delivery Agility & Flexibility

Q&AIntroduction

IT MGMT

4

IT CHALLENGES - INVENT AND SIMPLIFY

1. Communication

2. Diversity

3. Service Desk

4. Delivery Agility & Flexibility

5. Regulation and compliance

6. Cybersecurity and hackers (IoT and AI)

7. Innovation (CSI,Big Data)

8. IT Value to Business

9. Cost Reduction

10. Delivery an TTM

IT Challenges in a global organizationTransform service to be a remarkable experience for customers, employees and organizations around the

IT MGMT

5

COMMUNICATION - IMPORTANT CHALLENGE FOR COMPANY PRODUCTIVITY

PHONE/CONF

1

CHAT

2

VIP/VIDEO

3

COLABORATION

4

Communication (ICT)

CONTINUAL SERVICE IMPROVEMENT

IT MGMT

6

DIVERSITY - MULTICULTURAL: BOTH OPPORTUNITIES AND CHALLENGES

Vendors

1

IT Services

2

COST

3

OBSESSION

4

Diversity

CUSTOMER OBSESSION, TRUST

IT MGMT

7

SERVICE DESK - PRIMARY IT FUNCTION OF ITSM AND SPOC

Global Support

1

Global Services

2

SPOC

3

OBSESSION

4

Service Desk

INSIST ON HIGHEST STANDARDS

IT MGMT

8

DELIVERY AGILITY & FLEXIBILITY (CS) - FRUGALITY AND DELIVER RESULTS

Global Delivery

1

Agility

2

Flexibility

3

TTM

4

Delivery Agility

Flexibility

DELIVER RESULTS

IT MGMT

9

PROCESS IMPROVEMENT - THREE EXAMPLES

Continual Service Improvement Work centers, Innovate, document, automate, monitor

Trasform to AWS E2E responsibility for AWS transformation, CloudZone,

Contract, Production Implementation, Internal IT

services, Performance Testing, Volume testing, Support, NOC etc..

Continues Delivery NASA - originated incident, Internal &

external Jenkins, One click install, from dev build, QA test, PS test, support TRN/FRN, Salesforce automation, release processes

Amdocs IT Automatic deploy and global

distribute application, save cost on licenses, manage infra, dev,

ST, project support. internal OLA Service desk, build support

processes - internal.

IT MGMT

10

AMDOCS IT - WORLD MAP

Brasil

USA

Israel Site

Australia

Germany

Package MSI, Distribute Global

Force Deploy, Licensed/Not

Application Used often?

Software Catalog

Dev, ST, IT support 200MM

IT MGMT

11

CONTINUES DELIVERY - JENKINS, POWER-SHELL, IIS, SQL, SALES FORCE

Innovation Power-Shell studio 2 Jenkins One click install DB/Code/Config Sales force FRN Generic TRN

Work Center Package, Test, Deploy FRN, TRN

Efficiency Detect need, Collect requirements Development, Implementation, Production all customers

Continues Testing And Development

Customer Incident RCA Input

Success Output Satisfaction -1 MM testing -0.5 MM PS +0.2 Support Rep

IT MGMT

Need for SaaS AWS, Asure, Google Partners, CloudZone AWS TAM

Research Training Team AWS Architecture Additional Dev Marketing

First Production CTE, MOH, Brazil

12

TRASFORM TO AWS - CLOUD WASH

AWS Security Multi Tenant

IT Services Performance NOC, Monitoring Japan, Zabbix

On going Support Support 24/5 Automation Monitoring Budget managment Continues Improvement

QUESTIONS? Go Ahead, Don’t Hesitate!

?

Yuval Schwabe

THANK YOU!Have a Nice Day!

Yuval Schwabe

1. Vast experience with software life cycle

2. Importance of IT services and technology

3. Customer obsession and customer satisfaction

4. Cloud services and IoT with service managment

5. My passion is to create added value to customers

Why

Yuval Schwabe

APPENDIXAdditional Slides

Yuval Schwabe

IT MGMT

17

BEST PRACTICES - ITSM SERVICE DESK

Incident management

Change management

Problem management

Service-level management

Continuity management

Configuration management

Release management

Capacity management

Financial management

Availability management

Security management

Help desk management

Knowledge management