I Psoft Overview Automated

Editor's Notes

• #11: In a typical IT operation, 13% of the annual budget is spent on facilities, 19% on hardware and 17% on software. But these are shadowed by the 42% of the average annual IT budget is spent on IT operations. For most, that means the staff who provide operational support.So in looking at increasing efficiency and reducing costs, the sensible place to start is where the gains are biggest – in IT operations
• #12: There are a number of common steps which orgnisations take to increase IT operational efficiency. These will include some or all of the following;Reduce People costs. Typically done by looking at lower cost locations for labour; nearshoring or offshoring. Eastern Europe, India, Brazil all have lower staff costs than the UK/Europe and therefore offer like for like skills at a reduced headline priceImprove operational processes. Implementing ITIL standard for consistency in service and operational management which will drive up efficiencies and reduce costsUse intelligent software tools to automate manual tasks and reduce the need for people. Tools for activities such as provisioning, monitoring, call logging and routing and automatic escalation are available which can offer proven efficiencies over people based tasks Outsource support to a 3rd party, who will use a shared service model to offer greater efficiencies and lower costs and will typically offer a reducing cost over the contract term ( typically service providers take on an as-is service, transform operations, then reduce costs over time)
• #13: So how do we achieve this? Lets evaluate IPsoft‘s services against those four aspects of optimisationPeople costs. The Ipsoft service delivers remote infrastructure and application management. We don‘t rely on labour arbitrage to achieve cost benefits, but rather on the efficiencies achieved through the Ipcenter platform which mean that on average 56% of incidents are resolved without human interventionProcess improvments The service is fully ITIL compliant and used this indistry best practice to achieve consistency and efficiency in operations, but also to ensure it works seamlesslessy with our customers IT environment and any 3rd parties (eg break/fix, App dev )3. Automation tools Our unique toolsuite, Ipcenter, offers efficiency through the automation of manually intensive activities. But it goes beyond that. It‘s unique autonomic approach ; self learning ; creates automation by tracking and logging human intervention. Additionally, problems which do require human intervention are given full autonomic supportOut-tasking support We provide our services as a fixed-price contract, and we underwrite the efficiencies we can achieve by guaranteeing the cost reduction from day one. In that way we are fully committed to achieving the optimum effiencies in your environment. We don‘t need you to outsource your entire operation to us. We don‘t even need to migrate your estate to our hosting center ( though we will if you want us to ). Our service operates across the datacentre infrastructure stack, encompassing platforms, applications, storage, networking and IPT.
• #16: And there are many more benefits besides1. We’ve talked about costs, and as you saw from the opening slides, on average we are demonstrating over 30% reduction in operational support costs. And because our support costs include the functionality of our IPcenter toolsuite, our clients see the additional cost-avoidance benefit of not having to make investments in systems management or automation products, or – if the investments have been made - not having to renew support and maintenance contracts. 2. Because our services automates the process of problem resolution, whether problems are resolved via the system or escalated to a support engineer, we deliver a mean time to resolution reduction of around 60% or more.(we’ll touch on some real client examples later) That means increased service availability and improved application uptime which we are able to back up with contracted service level and availability guarantees3. Our operations centres are a virtual network operating 24x7 across three continents, with a single shared knowledge base. The toolset and the operation are inextricably linked; they are our service. The nature of our operation means we are able to scale very quickly and efficiently to take on new clients, expand existing environments, and manage complex and dynamic change4. The technology at the heart of our proposition offers functionality across the ITIL service stack, but we recognise that some organisations have already made investments in tools. Our flexible approach allows us to integrate with existing tools, if required, rather than “rip and replace” them. We recognise that not every client need is the same, and environments will shrink and grow as businesses develop and change, so our contracts are structure to accommodate and support this dynamism.5. At the heart of our value system is the concept of continuous improvement. Our tools are continually learning and adding to our knowledge base. This learning is available across our organisation, in real time, for all of our client to leverage. Our learning systems use Bayesian logic to measure probability and built incident predictions into managed environments to enhance our support offerings