2Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
Leasing/Factoring
Traditional Retail/SME
Banking
KBC Bank and Insurance Holding
Products
Distribution
Market
1 165 retailbranches
30 corporatebranches
28 privatebanking
branches
684 tied insurance
agents
> 2.6 million individuals + 12 300 corporates + 12 800 high net worth individuals
MerchantBanking
CapitalMarkets / Trading
Asset Mgt. / PrivateBanking
Insurance/Re-
insurance
StockBrokerage
Internet / electronicchannels
1055Centea bank
agents
Unique Multi-Channel Distribution Platform in Belgium
dd. 01/06/02
Retail & Private Bancassurance �Audit
�Compliance�Sec. BoD & EC�Legal Division�Fiscal Department�Risk Management�Occup. Health & Security�Merger Implementation& Supervision
KBC Bank n.v.Non-Life Insurance
KBC Bank and Insurance Holding Company n.v.Staff Divisions
�Product Development, Architecture & Actuarial Department�Claims Management,Claims Control & Central ClaimsSettlement
ICT Directorate�Strategy & Expansion�Organization�Communication�Secretariat/AdministrationSenior Management & Board of Directors
Staff Divisions
Marketing DivisionFacility Support
Services
Non-Life Insurance,Retail Customers
Corporate CreditSecurities & Derivatives
Processing
Payments
Global Trade & Project Finance
Treasury & Capital Markets
Corporate & Institutional
Non-Life Insurance,Corporate Customers
Life Assurance
Financial Department & Support Services
International Department & Reinsurance,Cross-Border
Staff Services�Secretaryto the BoD & EC�Audit, Control &Compliance�Safety and Protection in the Workplace
Personnel & Logistics
Retail Credit
PersonnelAccounting & Facility
Management
KBC Insurance n.v.
4Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
AgendaSystems Reporting Team @KBC
SAS solution for IT Service Delivery
IT Resource Management (ITRM)
ICT System Warehouse@KBC
Started: setup Dynamic Intranet services via SAS/IntrNet
Today: Moved from Static to Dynamic� Static� Dynamic
Some Projects Dynamic Web Reporting
Snapshots Dynamic Web
Arranging Information
Future
Snapshots Dashboard� Sourcecode� Linking
5Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
AgendaWhere do we want to goto� Summarized Requirements� Conditions for Success� Benefits� Approach
Mission PVP Systems Reporting
6Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
Systems Reporting Team @KBC
Team is responsible for:
Inflow of the Systems Warehouse
Creating reports and outflow of Systems Warehouse
Setup of Cost Accounting modules based on SW data
Service Management Reporting
● Technical Service Reporting
● Business Service Reporting
7Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
The SAS Solution for IT Service Delivery
Decision support systemsIT Resource Management � Data Warehouse
Performance planning
Capacityplanning
Workloadplanning
Networkplanning
e-InfrastructureManagement
AccountingChargeback
Service Level ManagementAdvancedAnalysis
IT Scorecard
Applications: Oracle, Peoplesoft, Siebel
Tivoli, Peregrine, IT Masters, EMC², weblogs, ... Operative systems management
Network Server
Application E-Commerce Internet/IntranetDatabase SecurityStorage
HelpdeskInventory
Bron: SAS
8Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
IT Resource Management
r a p p o r t e n
-5
15
35
55
75
1-stekwart
2-dekwart
3-dekwart
4-dekwart
dag nacht weekend 1-ste kwart 2-de kwart 3-de kwart 4-de kwart
d a t a c o l l e c t o r s
D e t a i l i n f o r m a t i o n
S um m a r i s e d In f o r m a t i o n
SMF IMFCMF DB2TSO/MONVM
NetView UNIX
Win NT
KBC Phone
9Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
ICT System Warehouse @ KBC
ICT System Warehouse
� Business perspective
� Contains information to check services ICT delivers� Used as a source for cost accounting � Could be compared with a commercial DWH, only the
transactions are different� Deliver High Quality reports at the lowest cost
10Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
Started: setup Dynamic Intranet services via SAS/IntrNet
UNIX Webserver as a gateway to all Application Servers
Available on every mainframe as application servers (SAS/IntrNet component)
Quick roll-out of a new application server environment � less than one day
11Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
TODAY: Moved from Static to DynamicRapitweb � Is a static webbased framework� Creates webbased briefing books overnight � Creates 1000+ reports and graphics� ITRM delivers code for static webreporting
Advantage� Useful for heavy create jobs� Efficient for requesting the same report many times � Quick response
12Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
TODAY: Moved from Static to DynamicDisadvantage� Who uses these reports?� Overhead in processing and space for creating of
unnecessary reports
Let�s make it dynamic on demand !
13Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
TODAY: Moved from Static to DynamicArchitecture
C l ie n t P CW e b s e r v e r s 8 3 1 2 0 1
A p p l i c a t io n s e r v e rP R D 2
T C P / I P T C P / I P
pics
verslag
itsv_dd
Webpages
pub
cgi-bin
pvp
services
pvp_service
log
/data/pvp
SAS
Macro
SAS PDS
Source
SCL
Compiled macro
SAS Catalog
Programma's
SASINP01-05Application servers
A p p l i c a t io n s e r v e rS S W C
A p p l i c a t io n s e r v e rS S P A
T C P / I P
T C P / I P
14Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
TODAY: Moved from Static to DynamicFunctional viewpoint� More or less the same reports� Created only when needed� Selections via browser menus � Direct results provided by the different Application
Servers� Possible dynamic linking to all application servers
prevents moving of data
15Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
TODAY: Moved from Static to DynamicFunctional viewpoint� Simplicity of reporting with maximum results and
reusability� Same report can be generated from different angles
� As much as possible use of drill-down and weblinking (only mouse interaction)
� Provide high quality reports � Use of graphical interactive objects � Tabular reports
16Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
TODAY: Moved from Static to DynamicTechnical viewpoint� Output Delivery System (ODS) extremely used to
create HTML pages with embedded reports and graphics
� Makes use of all the HTML dynamic linking possibilities � Links on text elements� Links on graphics
17Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
TODAY: Moved from Static to DynamicTechnical viewpoint � Use of graphical interactive objects (ActiveX or Java
applets)� SAS ActiveX modules need to be accessible on every PC
� Easy integration in MS Office: Excel, Powerpoint � ActiveX actions are imbedded and can be saved and used
in PPT, Excel� More imbedded manipulating facilities than in JAVA
� JAVA modules can be placed on webserver� Less integration with office� JAVA modules need only to be installed on webserver
� Easy creation and use of templates & cascading stylesheets
18Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
Some Projects Dynamic Web ReportingKBC Online
KBC-M@tic
ICT Quality Improvement Batch/Online� Excessive resource consuming modules� Heavy batch jobs
�
28Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
FutureBottom up �� Top down
Where do we want to goto� Summarized Requirements� Conditions for success� Benefits� Approach
29Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
Bottom up �� Top downReporting starts with Business or Application Domains
Bottom up and Top down is a 2 directions approach
Every report needs to be easy understandable by the target group
30Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
Bottom up �� Top downBottom Up starts with detail reporting� Is more technical and IT driven� Graphical reports if possible. One graph says more
than a 1000 words� Detail reporting for investigation and definition of
KPI�s� Sample reports in previous slides
� Exceptions� Trends� Top x� Problems � Predictions� �
31Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
Bottom up �� Top downTop Down makes use of KPI�s� Is business and service driven � KPI�s can be combined to create dashboards to see if
objectives are met� Many different sources are available� Can be very complex, so prioritization by small entities
is a must � Combination between bottom up and top down needs to
be possible
32Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
Top Down �� Bottom Up
Analysts, Capacity Planners, �
SDO, Departments heads
ICT Management
BSC
Dashboards
Detail
Web-based
35Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
Sourcecode demo proc report data=globaal nowd split='_' style(column)={foreground=darkblue} ;*noheader; column ('Business_Domein' businessdomein) deeldomein,kpi; define businessdomein / '' group style(column)={font_face="comic sans ms" font_size=4 }; define deeldomein / across 'Productdomein'; define kpi / analysis sum ' ' style={preimage=kpiimage. url=kpilink. background=kpibg. htmlclass=kpilinkc.};
compute kpi; array _c_{4} _c2_ _c3_ _c4_ _c5_; do i=1 to 4; if _c_(i) = 2 thendo;_c=compress('_c'!!i+1!!'_'); call define(_c,'style', 'style={preimage=kpiimage. url=kpilink. background=white htmlclass=kpilinkc.}'); end; end; endcomp; run;
37Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
Where do we want to gotoOne centralized publishing source for management information � Uniformity� Consistency
Creation of an extendible ICT Service Management framework� Dashboard with all the top indicators set to create
attention on the most important issues� Sending reports or messages by e-mail to application
owner, service delivery owner (SDO), �� Keep history for trends and predictions
38Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
Where do we want to gotoTop Down reporting with use of KPI�s derived from SLA�s � Dashboard mechanism to visualize� Approach with different indicators at high levels� Business defines thresholds in business terms, ICT
needs to translate them into technical issues� Available for ICT-management and business units
39Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
Where do we want to gotoICT Service Management� Define objectives and strategic goals for the future
(leading indicators) � Use measures to see if we met objectives � Combination of dashboard KPI�s and strategic
objectives
40Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
Summarized RequirementsWell defined KPI�s
Measurable SLA�s
List of exceptions
Available for ICT and business units
Objectives for the future
41Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
Conditions for SuccessCommitment and sponsoring by higher ICT management
Highly involved information providers/sponsors
Top level reporting not only information from ITMS, but also TSA, Online, ABC, PDS, PMW, � so that we become an overall view of the whole ICT doing
Divide the framework in different domains, which are recognizable by business and users
Reporting demands comes from different departments
42Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
Conditions for SuccessSLA�s needs to be measurable
Make use of a good cooperation model for development � User� Technical domain specialist� Developer
There is a strong similarity between business projects and internal ICT projects
43Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
BenefitsBetter follow-up of our ICT business
Uniformity of reports
Detection of the use of overlapping measure and monitor applications can be a side-effect
General catalog of available reports
Almost completely web-based reporting environment
Used tools have high potentials for reporting targets with relative simple development effort
High availability of reports
44Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
ApproachStart with a well defined, small and measurable environment
Extend reporting environment step by step
Definition of KPI�s and algorithms to check KPI�s
Extend to High level reporting at low implementation cost concerning hard- and software
Make available � Explanation of content� Online creation of comments on figures
Compare SLA definitions with level of matching
Setup of a generic pilot for testing the feasibility
45Albert Jacobs - KBC Bank & Insurance Holding18/06/2003
Mission PVP Systems Reporting
Delivering ICT a centralized overall ICT Service Management Reporting System that can be used as a Top down and Bottom up information system
to provide management and target users the necessary information to control the quality of ICT, so that action can be token to give all lines
of business the highest possible quality of service.