Harmonisierung von IT-Betriebsprozessen bei der … · Harmonisierung von IT-Betriebsprozessen bei...

IT creates business value

2009-09-08, Ruge / Scheller

Harmonisierung von IT-Betriebsprozessen bei der Siemens AG

Michael H. Ruge, Ph.D.

SCN Process ExecutiveGovernance IT Infrastructure Siemens AG

Verena SchellerConsultantOPITZ CONSULTING München GmbH



Agenda

Siemens AG

ARIS2Document at a glance

Technical realization of the ARIS2Document Solution

Benefits and advantages for Siemens

Back-up: Screenshots



Our values – highest performance with highest ethics

Committed to ethical andresponsible actions

Responsible

Achieving high performance and excellent results

Excellent

Being innovative to createsustainable value

Innovative



Siemens' innovations have changed the world

From the first electronic controls –to fully automated factories

From the invention of the dynamo –to the world's most efficient gasturbines

From the first views inside the body –to full-body 3D scansHealthcareHealthcare

IndustryIndustry

EnergyEnergy



Committed to profit and growth

Active in three Sectors Revenue by region

Revenue and employees

100,000

80,000

60,000

40,000

20,000

500

400

300

200

100

20001985 1990 1995

Revenue in millions of euros

FY

As of September 30, 2008

398,000427,000Employees6,7555,739Free cash flow3,9091,859Income

83,91693,495New orders72,44877,327Revenue

FY2007FY2008Continuing operations (in millions of euros)

Americas

Germany

Europe, CIS,Africa (excl.Germany)

17%

36%26%

21%

2008

Key figuresEmployees in thousands

Asia, Australia,Middle East

Location of customer

7.7%

Healthcare€11.2 billion

Energy€22.6 billion

49%

29%

14.3%

Industry€38 billion

Cross-SectorBusinesses

€6 billion



Organizational Structure

Corporate DevelopmentCD

Corporate Legaland Compliance

CL

Corporate TechnologyCT

Regional Clusters, Regional Companies

Regional Units

Corporate Financeand Controlling

CF

IndustryI

Corporate Human ResourcesCHR

Corporate Communicationsand Government Affairs

CC

Corporate InformationTechnology

CIT

Corporate SupplyChain and Procurement

CSP

Management ConsultingPersonnel

MCP

Cross-Sector Services

Industry AutomationI IA

Drive TechnologiesI DT

Building TechnologiesI BT

OsramI OSR

Industry SolutionsI IS

MobilityI MO

EnergyE

Fossil Power GenerationE F

Renewable EnergyE R

Oil & GasE O

Energy ServiceE S

Power TransmissionE T

Power DistributionE D

HealthcareH

Imaging & ITH IM

Workflow & SolutionsH WS

DiagnosticsH DX

Siemens IT Solutionsand Services

SIS

Siemens FinancialServices

SFS

Global Shared ServicesGSS

Siemens ManagementConsulting

SMC

Siemens Real EstateSRE

Managing Board

Sectors Corporate UnitsCross-Sector Businesses



CIT – Corporate Information TechnologyGSS – Global Shared Services

CIT develops and provides necessary guidelines responsibilities and monitoring duties

CIT is responsible for… …designing high-performance, cost-effective and secure IT landscape. …establishing standardized end-to-end processes and information flows.

GSS manages and delivers... high quality, high reliability and cost effective SNX processes

GSS has its focus on quality and improvement programs.



SNX – Siemens Network Exchange

SNX FactsSNX is serving Siemens employees• at more than 1700 locations• in over 90 countries• on 5 continents

The Corporate Wide Area Network SNX connects the Local Area Network (LAN) of all Units and Central Departments of Siemens worldwide.

SNX Services• Standard Multiprotocol Label Switching (MLPS)

connections• High-speed Metropolitian Networks (MAN)• Low-end connections based on Internet or DSL• Voice over IP• 24-hour customer service desk• Multi-carrier management• Service level reporting of all quality features

IP VPNCPE PEE3/T3/STM1

nxE1

CPE

PEE3/T3/STM1

nxE1

VPN



SNX – Siemens Network Exchange

The Service Organization HandBook (SOHB) describes the co-operation betweenSiemens and a Service Provider in the provisioning of SNX Services.Operational Processes available at the SOHB:• Service Delivery

• Service Level Management• Financial Management• Capacity Management• IT Service Continuity Management• Availability Management

• Service Support• Incident Management• Problem Management• Change Management• Configuration Management• Release Management

Additionally the SOHB contains information about• Tools• Reporting• etc.



Agenda

Siemens AG







…easy to understand for Siemens employees

…quick and comfortable creation of reports for the SNX management team

…input documents can be maintainedeasily by the SNX management team

…available for the Provider Managers of Siemens and other Siemens employees

…provides user-oriented process documentsto internal and external stakeholders

Basic Facts

…includes process information of different sources

- ARIS database- manual input documents

…supports flexibility and agility of processreporting with its user interface

…improves process awareness for non-ARISusers

…satisfies special needs of Siemens employees considering other kinds of documents

…offers the possibility of generating otherkinds of documents like manuals and guidelines

ARIS2Document… Benefits for SNX…



SNX Service Provider 2

SNX Service Provider 1

Contractual Situation

SOHB

Global FrameAgreement

ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office

SNX service providers and Siemens have

Generic and ITIL ® conform processes

Provider specific processes

on the basis of the Global Frame Agreement.

Global Frame Agreement: Contractsigned between Siemens and eachService Provider providing SNX services

ITIL ® : IT Infrastructure Library; Collection of publications to the implementation of IT Service Management



The Service Organization Handbook (SOHB) processes

IT Service Management

Service Delivery Service Support

IT Service Management

FinanceManagement

Service Level Management

CapacityManagement

AvailabilityManagement

ContinuityManagement

IncidentManagement

Problem Management

Change Management

Release Management

ConfigurationManagement

Service Desk

IT Service Management implies Service Delivery and Service Support processes. The SOHB contains these 10 ITIL-processes

and the function Service Desk.

“The Customer … is the person or group who defines and agrees the Service Level Targets.” 1)

“A person who uses the IT Service on a day-to-day basis.” 1)

1) ITIL Glossaries/Acronyms © Crown Copyright Office of Government Commerce. Reproduced with the permission of the Controller of HMSO and the Office of Government Commerce.

SNX Supplier

Customer User



Customer and supplier management

Definition of processes

Generic processes

ITIL ® conform

Global FrameAgreement

ARIS2DocumentSolution

ARIS2Document Reportson file-sharing system

The Customer and Service Provider Management process has been optimized by the implementation of generic and ITIL ® conform processes and the use of the ARIS2Document Solution.

UserCustomer



Benefits of ARIS2Document Solution

Reduction of maintenance costs

Automatic generationof documents

Presentation in graphicaland textual format

Support of different output formats

Multilingual output(English and German)



Why OPITZ CONSULTING?

Process competence with ITIL ® experienceExpert knowledge in… …organizational implementation of processes in companies …target group-specific publication of business processes …developing and/or operating technical process-communication-solutions

Modelling competence in combination with methodical competence consideringthe design and formulation of processesA long experience in process management through projects with majorcompaniesMediator-skills for successful workshops with Siemens and Service Providers

Process-based Solution Engineering

Geschäftspro-zess-Analyse

OCSE Basis-Modellierung

Projekt-Evaluation

Data Warehouse Entwicklung

Softwareentwicklung

Enterprise Application Integration (EAI)

Service oriented Architecture (SOA)

Projekt-MonitoringKonzeption

Projekt-MonitoringImplementierung

Organisational Change Management

OPITZ CONSULTING



Agenda

Siemens AG







Example for Report Generation of SOHB Documentation

1.

2.

3.4.

5.

Create (New) Development Document

Create Release Document

Search & Update Document Development Document uploaded

Release Document uploaded

This is the lifecycle of a SOHB Document.



ARIS2Document Solution Architecture

Introduction (static)

ARIS2Document Report

Process (generated)

…. (static)

ARIS2DocumentSolution

ARISTM

Design ToolARISTM

Database

DevelopmentDocument

webdav-basedfile sharing system

hand-written input

webdav-basedfile-sharing-system

Aris2DocumentUser Interface

ReleaseDocument

ARIS is a Registered Trade Mark of IDS Scheer

ARIS2Document Solution architecture supports easy realization of SOHB document lifecycle.



Agenda

Siemens AG







Benefits and Advantages for Siemens

Documentation and archiving standards flexible selection of report contents (‘‘Pick & Mix“) different usages for e.g. manuals, guidelines … Version management of all SOHB documentation

Efficiency through standardization ITIL ® conformity of processes processes and documentation for all Service Providers

Reduced maintenance costs repository-based documentation generic process models

Real-time generation and easy periodical updating increased quality of process and textual SOHB documentation

Fulfillment of Siemens Corporate Design rules templates ARIS convention handbook Reference Process House (RPH)



● User-oriented● easy to understand SOHB documentation for non-ARIS

professionals● combination of graphical and textual presentation of

business processes

● Easy document sharing● storage of all generated documents on a webdav-based

file-sharing system● access from all over the world to the valid version of the

released document via Siemens Intranet

● Search functionality● search possibility over all released documents (e.g. search

tags, version numbers, …)● full adherence to compliance standards

Benefits and advantages for the community

UserCustomer



Thank you for your attention !



Agenda

Siemens AG







ARIS2Document Solution User Interface (Modules)

Administration

Administration

Settings

Adminstrator

Creation

Search

User/Power User

The ARIS2Document Solution is menu-driven and supported by a graphical user interface.



Checkingmodellingconventions

Cleanupdocuments on thefile-sharing system

Creation of staticoverview models

Automatic maintainanceof an attribute

Useful administration option

ARIS2Document Solution supports also modeling functionalities.

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