protecting it service with a federated business january 2008 ben brundell nigel redman
TRANSCRIPT
Protecting IT Service Protecting IT Service with a Federated with a Federated
BusinessBusinessJanuary 2008January 2008Ben BrundellBen Brundell
Nigel RedmanNigel Redman
The Scale of the UndertakingThe Scale of the Undertaking
Retail
Corporate
Insurance and Investment
Strategy and International
Treasury
43 brands delivering to 20m customers through 72,000 colleagues
5 xDivisional IT
Teams
Federal IT ModelFederal IT Model
Group IT
Group Technology
What does the IT look like?What does the IT look like?
Very complex!
4,000 people in IT …1,500 running systems (operations) …2,500 developing systems (development)
11 Data Centres in 2001, consolidated to two
1,250 changes. Each week!
Almost all platforms, OS and application languages: developed in house and OTS
Split between Divisional and Split between Divisional and Central IT in TestingCentral IT in Testing
Delivery
Component TestIntegration TestTechnical TestUser Acceptance
Service
Operational Acceptance
Production Running
Divisional Teams Group Technology
Operational Acceptance TestingOperational Acceptance Testing
Operational Acceptance Testing covers…
DeploymentCo-habitationBackout
PerformanceRecoveryBackup and RestoreFailoverDe-commissioning
Crunch Point!Crunch Point!
Divisional Teams
Group TechDivisional Teams
Divisional Teams
Running
12-18 Months 4 Weeks
Links to Service ManagementLinks to Service Management
Service Introduction
Change and Release
Management
Service LevelManagement
Incident Management
Problem Management
Operations
IT Policy and Direction
Divisional Testing Teams
Divisional Service Teams
IT Programmes
Technology
Does the model work?Does the model work?
Measures say yes! 99% change success IT Service within SLAs Central team has never delayed a project
Experience says, could be better! Stressful experience Little chance to develop customer relationships Common view that these processes add limited
value
