It challenges in a global organization 2016

1. IT Challenges in a global organization.
Written by: Yuval Schwabe
Oct/5/2016

2. Introduction
My Name: Yuval Schwabe
Work 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..

3. 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
   

4. 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 organization
Transform service to be a remarkable experience for customers, employees and organizations around the

5. IT MGMT
5
COMMUNICATION - IMPORTANT CHALLENGE FOR COMPANY PRODUCTIVITY
PHONE/CONF
1
CHAT
2
VIP/VIDEO
3
COLABORATION
4
Communication
(ICT)
CONTINUAL SERVICE IMPROVEMENT

6. IT MGMT
6
DIVERSITY - MULTICULTURAL: BOTH OPPORTUNITIES AND CHALLENGES
Vendors
1
IT Services
2
COST
3
OBSESSION
4
Diversity
CUSTOMER OBSESSION, TRUST

7. 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

8. 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

9. 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.

10. 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

11. 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

12. 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

13. QUESTIONS?
Go Ahead, Don’t Hesitate!
?
Yuval Schwabe

14. THANK YOU!
Have a Nice Day!

Yuval Schwabe

15. 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

16. APPENDIX
Additional Slides

Yuval Schwabe

17. 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