Upload
galit-fein
View
422
Download
2
Tags:
Embed Size (px)
Citation preview
1© 2006 STKI moshav bnei zion 60910 tel 09 74 444 74 www.stki.info
Sourcing Management:Outsourcing Decisions
Managed Services: Vendor responsibility for managing & delivering services as one
package
Application Service Providers:
Full application hosting & SLM based on a pay-as-you-go model
Hosting: Vendor responsibility for power, security, & bandwidth
Business Process Outsourcing: Transfer of ownership of any business process to a capable
vendor
SourcingMngt
SourcingMngt
2© 2006 STKI moshav bnei zion 60910 tel 09 74 444 74 www.stki.info
Israeli TrendsOutsourcing Managed Services
Outsourcing model – matured & stabilized Win-Win deals – no more suicide pricing 55 % have some type of outsourcing in IT
Main Players: Ness-Golden Pages, Malam-Team-Jerusalem Municipality, IBM - Mei-Eden, EDS – Mataf, HP- Israeli Navy
Clients Satisfaction Survey:
and the winner is… EDS!
IsraeliTrendsIsraeliTrends
Total Israeli Outsourcing Services
3© 2006 STKI moshav bnei zion 60910 tel 09 74 444 74 www.stki.info
Application Service Provider
Applications as services brings the “ASP” model back to life
From packaged products to subscription services Combination of deployment capabilities & cost
saving Microsoft SPLA module
Main Players: ONE - Salesforce.com – CRM On-Demand
Xlibris- College Libraries, Idea-Knowledge Base
IsraeliTrendsIsraeliTrends
Israeli Market - ASP / Software Based Hosting
4© 2006 STKI moshav bnei zion 60910 tel 09 74 444 74 www.stki.info
Hosting
Hosting market - from co-location to managed hosting
services Service contracts for 3-4 years with:
Exit clauses Annual pricing reviews Technology refresh allowances Penalty for failure to meet service-level agreements
Main player: MED1 – Leumit, Keter, Zim, Shva, Fatal,
Tadiran-Kesher, Internet Zahav
IsraeliTrendsIsraeliTrends
5© 2006 STKI moshav bnei zion 60910 tel 09 74 444 74 www.stki.info
Hosting & DRP Services
Israeli Market
MED1
Bezeq Int.
Golden Lines
Barak
Internet Zahav
Netvision
Infrastructure Outsourcing
Vendors:
HP
IBM
Others
Team
Bynet
AMAN
6© 2006 STKI moshav bnei zion 60910 tel 09 74 444 74 www.stki.info
Business Process Outsourcing
BPO today is broader in scope than
traditional functional outsourcing Discrete function (e.g., payroll) vs. process (e.g., finance
and accounting)
BPO embeds ongoing process improvement BPO can introduce change and innovation, but at a
cost
Main Players: Payroll – Malam - Team, Hilan, Ness;
CC - Tikshuv, Bezeq-Col; Issue of Int. licenses -
Taldor; Mivzak Bankai - Bezeq ZahavBPO can provide significant business results, but at the
risk of internal change
IsraeliTrendsIsraeliTrends
7© 2006 STKI moshav bnei zion 60910 tel 09 74 444 74 www.stki.info
IT Service Desk
IT Help Desk – technical support & coordination of escalation
procedures
L1 - 70%-85% first interaction rate of service
knowledge re the environment & where to find answers -
L2 - strong communication, technical analytical skills
leverage technologies to allow the fulfillment of a service
request remotely IT HD – the most popular outsourced service
IsraeliTrendsIsraeliTrends
8© 2006 STKI moshav bnei zion 60910 tel 09 74 444 74 www.stki.info
Why Service Desk?
HD can represent up to 10% of an ITO’s operating budget
True cost reductions are attained only if staff is decreased
(outsourcer's economics of scale)
HD spend as a % of IT spend has decreased in 2005
Automation of the processes of the ITO
self-service, integration between the HD, asset & change
The question is not whether to outsource your HD, but when
IsraeliTrendsIsraeliTrends
9© 2006 STKI moshav bnei zion 60910 tel 09 74 444 74 www.stki.info
IT Service Desk
Outsourcing presents the paradigm of applying technology to operate more efficiently by reducing ITOs staffs
ITOs must manage costly labor resources appropriately in line with the market competition of the outsourcers
Labor Resource Career Path
IsraeliTrendsIsraeliTrends
10© 2006 STKI moshav bnei zion 60910 tel 09 74 444 74 www.stki.info
HD Cost Reducers
Mngt of the career path of staff (18-24 month rotation)
Use of automation to reach the desktop remotely
Use of integration (asset, change & infrastructure info)
Proactive problem mngt
(reduce & remove recurring incidents & known errors)Personalized services doesn’t equal higher quality of
service
IsraeliTrendsIsraeliTrends
11© 2006 STKI moshav bnei zion 60910 tel 09 74 444 74 www.stki.info
Outsourcing (SLA) & BPO
Israeli Market
NessMalam-TeamIBM
EDS
ELADYael
Calanit Carmon
(Munic)HilanTaldorMatrixHP
ONE1MalalArnetXor
AmanBynet
Integrity
12© 2006 STKI moshav bnei zion 60910 tel 09 74 444 74 www.stki.info
Training & Implementation Management
Continuity of implementation market growth Stability of training market The investment in employees has been increased
Main topics: High demand for advanced Linux courses, J2EE, . NET, & Q/A & Testing
Main players: Matrix (John Bryce) + Hi Tech College, Ness, Sela Group
IsraeliTrendsIsraeliTrends
13© 2006 STKI moshav bnei zion 60910 tel 09 74 444 74 www.stki.info
IT Education & Implementation Training
Israeli Market
MatrixJohn Bryce
Emet
HP
Sela
Ness
14© 2006 STKI moshav bnei zion 60910 tel 09 74 444 74 www.stki.info
Q/A & Testing Management
QA & Testing – 15% of the project
Many companies doing it in-house
Organizations recognize the need for proficiency
Rapidly growing area
Main Players: Tescom, NESS, Tesnet, Malam - Team
IsraeliTrendsIsraeliTrends
15© 2006 STKI moshav bnei zion 60910 tel 09 74 444 74 www.stki.info
Testing / QA Projects
EasyQA
Malam-Team
Tesnet
Tescom
Ness
Israeli Market
16© 2006 STKI moshav bnei zion 60910 tel 09 74 444 74 www.stki.info
Professional Services
Sourcing of PS becomes the next core competency of organizations leveraging external services as part of the operational strategy
81% have PS (24% of the workforce is the average)
IT salaries paradox
Main Players: Matrix, Ness, Malam - Team
IsraeliTrendsIsraeliTrends
17© 2006 STKI moshav bnei zion 60910 tel 09 74 444 74 www.stki.info
PS / Contracted Experts
Israeli Market
Bynet