Status Service Delivery February 4, 2009 Morten Østlie Orkla Shared Services
Key figures 2007 Established: 1654 Revenues: 64 bill. NOK Norway 18 % Other Nordic countries 18 % Rest of Europe 42 % Americas 18 % Asia 4 % Employees: 35,000 EBITA: 5 bill. NOK Business Areas: 5 Orkla Brands Orkla Aluminium Solutions Orkla Materials Orkla Associates Orkla Financial Investments Market Cap*: 68 bill. NOK * February 13, 2007 Shareholders: 36,000 2
Orkla Brands Orkla Aluminium Solutions Orkla Materials Orkla Associates Orkla Financial Investments Orkla Foods Nordic Share portfolio Orkla Brands Nordic Orkla Brands Int. Heat Transfer Real Estate Orkla Foods Ingred. Building System Approx. 40 % of the shares in both companies 3
The Orkla Group main positions Branded Consumer Goods Aluminium Extrusion Solar Energy Materials Financial Investments The leading Nordic FMCG company with approx. 80 % of revenues from #1 brands Growth ambitions outside the Nordics (CEE, Russia and India) 42.5 % in Jotun, a leading paint and coatings company in selected segments The world s largest aluminium extrusion company Market leader in Europe and North America #2 world wide position in heat transfer 39.75 % in REC, # 1 global market position in wafers and # 2 in solar grade silicon Technological frontrunner in production of solar grade silicon and wafers. REC chemical/(fbr), Elkem Solar (metallurgical) Global leading producer of silicon and wood based chemicals A competitive cost position in primary aluminium A major player in the Nordic hydropower market One of the largest privately held Nordic equity portfolios: Market value NOK 20 billion 4
The development direction for Orkla Shared Services Shared services in Orkla will gradually grow and expand its services internationally Stage 1: HR Norway IT Org Norway With global Services Stage 2: HR Nordic IT Org Nordic Stage 3: OSS Global Org Stage 1(2009): Establish Orkla Shared Service organisation based on existing service senters for IT and PET (Pay, Expenses & Travel) to Orklas Norwegian business units, in addition to the global services as provided to Elkem & Borregaard today Standardising, streamlining and developing IT and PET services Stage 2 (2010): Establishing a Nordic service organisation for IT and PET services Standardising, streamlining and developing IT and PET services (Pay, Expenses & Travel) Evaluate other service categories Stage 3 Continue further integration of Orkla s existing global operations 5
OSS forretningsidé Gjennom unik kompetanse om Orklas virksomhet, høy effektivitet og sterk leveranseevne skal OSS levere og forbedre fellestjenester som underbygger konsernets fleksibilitet og konkurranseevne. 6
OSS strategiske fokus Pålitelig tjenesteleveranse Kostnadseffektiv på basis-tjenester Service-kultur Unik samarbeidspartner for Orkla Kompetansebedrift 7
Process Design av felles arbeidsprosesser og konseptmodell Basert på best practise og ITIL Incident & Service request mgt. Change and Release management Problem management Project Lifecycle management Service level management Valg av servicedeskverktøy, HP Service Manager 7 Design og implementering av servicedesk verktøy Oppgradering av call center løsning, Trio Design og implementering av brukerportalen, eway Opplæring Fase 2 8
Change Management Change Management Change requestor 1a Change Request through Self Service Portal 1b Incident Management 1c Problem Management 1d Project Lifecycle Management 18 Change rejected 8 Accept Solution and Estimates 11 User Acceptance Test (UAT) 12 UAT accepted? 15 Change closed Service Owner 2 Categorise 3 Change Request accepted? 4 Standard Change Request? Yes No Yes No No Primary/ Secondary responsible 5 Propose High Level Solution and Estimates No 9 Plan Release Roll back 10 Design, build and test change 13 Prepare change for release 14 Release Management Change Manager 6 Change Request approved? No Yes 7 CAB approval needed? No Yes CAB 16 Evaluate Change Yes 17 Change Request approved? 9
Incident prosessen Incident/Service Request Management User/ Super user 1a Submit Incident through Self Service Portal 1b Submit Incident through Phone Support 6a OK? Yes 7a Incident closed Authorized Service Requestor 1d Submit Incident /Order through Self Service Portal 6b OK? Yes 7b Incident closed Monitoring Team 1c Monitoring alarm No Supplier Primary/Secondary responsible Service Desk 2 Record and Categorise 3 Possible to resolve? No 10 Assign to Primary/ Secondary Responsible 11 Resolve 11b Resolve Yes 4 Resolve 5 Inform user 12 Inform User 15 Change Management 16 Problem Management No 8 Update Knowledge Database? 13 Update Knowledge Database? Yes Yes 9 Update Knowledge Database 14 Update Knowledge Database 10
Hva er gjennomført Systemer innført: Startet opp når: HP Service Manager 7 for alle i OSS Elkem 27/8 Trio telefoni med 3 sløyfer Brands 2/12 OSS Portalen Borregaard 9/12 View for IT koordinatorer Link fra 7 Intranett Elkem, Borregaard, ASA, Nidar, Idun, Stabburet, OBN Roller: Nye roller etablert Prosessforum etablert 11
Process Forum Participants Overview Process Area Name Role Organisational Unit Continuity Management Process Owner & Manager Information Security Operational Routines Process Owner & Manager IT Infrastructure Capacity Management Process Owner & Manager Technical Solution Architecture Availability Management Process Owner Process Manager Common Infrastructure Services Common Infrastructure Services Configuration Management Process Owner Process Manager Workspace Services Workspace Services Service Level Management Process Owner & Manager Service Management IT Asset Management & Service Charging Process Owner Process Owner Process Manager (ITAM) Process Manager (SC) Service Management Business Development Order, Asset & License Management Finance Incident & Service Request Management Process Owner Process Manager I&AM Function Owner I&AM Function Manager Service Desk & Onsite Support Service Desk & Onsite Support Common Infrastructure Services Common Infrastructure Services Problem Management Process Owner Process Manager Service Desk & Onsite Support Service Desk & Onsite Support Change & Release Management Process Owner & Manager Change Management & Installation Services Origo Driven Service Delivery Driven 12
Roller Service Desk: Registrere, kategorisere og sette kritikalitet i mottatte henvendelser. Løse henvendelser og lage incident og videresende til primær løsningsansvarlig. Følge opp interaction og incident. Incident Coordinator: Har de samme oppgaver som Service Desk, men har et ekstra ansvar ved prioritet 1 hendelser. Incident Manager: Overvåke åpne Incidents. Operativ myndighet til å prioritere oppgaver innenfor prosessen. Sikre at Incidents løses innenfor avtalt tid, ref SLA. Sikre at saker hvor SLA kan overskrides blir prioritert, eller om nødvendig eskaleres. Identifisering av trender på Incidents med tanke på frekvens og ressursforbruk og rapportering av disse til Problem Management. Primær løsningsansvarlig: Følger med på Incident'er som har kommet til sin gruppe. Følger opp, koordinerer og løser incident'er 13
Operations/production Service Management Model Release 1 Self service Service Desk User/ Super user User/ Super user WEB Portal Telephony Infrastructure Service Desk Organization 22 09 62 00 7-17 1 - Borregaard 2 - Elkem 4 - Others Service Desk tool Payroll, Expense and Travel Services Global Infrastructure Services Consulting Service Development Business Application Services Business Development Services Service Management Processes and tools 14
Employee Self Service 15
Statistics From start (updated Feb 03): All Customers 63% Web 14% Mail 23% Phone 16
Erfaringer Brukere og kunder OSS Teknologi 17
Erfaringer Brukere og kunder Employee Self Service ikke designet bra Skjermdump Kopiere andre til informasjon Kunden ønsker å prioritere saker selv Kunden ønsker løsning raskere Kunden får ikke snakke direkte med saksbehandler Forholde seg til kategorier Mange ulike kunder med ulike behov Kan ikke sende mail Bare på engelsk Ikke mulig å ringe etter kl. 17 18
Erfaringer OSS 1 Linje forholder seg til langt flere saker Assignment groups hvem skal ha hvilke saker Kritikalitet og esskalering Opplæring bra nok? Driftsmeldinger Bedre beskrivelse av løsningen Bestillingsprosess 19
Erfaringer Teknologi Støtte ikke VMWare Reconnect fungerer ikke Back knapp gir feil og så logg out Rapportering og utskriftsmuligheter Tekniske utfordringer med en del driftsstanser Lisenser og samtidige brukere Nettverk og tilgang fra mange ulike nettverk (Intranett og SM) Borregaard med citrix og ikke AD integrasjon 20
Progress against activity plan Legend: Completed Progressing according to plan Delayed accoring to plan Not started Scope set Todays date Ready for training Go-live r1 Go-live r2 Go-live r3 Tools selection Scoping release 1 and 2 Release 1 Impl. Service Desk, r1 Incident management Provide portal content, r1 Impl. Call center telephony Training (processes and tools) Stabilization and support Prepare training Establish IT Service Desk Define PET Service Desk Establish PET Service Desk Impl. Bakers Incident Management Impl. Service Catalogue Request management Release 2 Impl. Service Desk, r2 Change and Release mgmt Prepare training Training (processes and tools) Stabilization and support Release 3 Impl. Service Desk, r3 Problem mgmt Prepare training Training (processes and tools) Stabilization and support 21
Gjenstående arbeid Bakers PET Payroll Expense Travel Avslutte mail inn mulighet for Brands Stoppes 9/2 Service Catalogue Knowledge Feilretting og endringer Prosesser: Change/Release Starter opp med changes for applikasjon (SAP og M3) / Mail SLM Service Level Management Avklaring mot Business Dev. Mht tjenester Problem Config 22
Service Catalogue 23
The Service Management Funnel Self service Service Desk Operations/ production Consulting Development Service Desk Organization Payroll, Expense and Travel User/ Super user User/ Super user WEB Portal Telephony Infrastructure IT (BAS and GIS) PET Knowledge Mgt Origo Business Application Services Program Management Office Business Development Customer Service Reports Service Management Processes and Tools Service Delivery Project Incident & Service Request Management Change & Release Management Problem Management Service Level Management Origo: IT Work Processes Continuity Management Availability Management Configuration Management Asset Management & Service Charging Operational Routines Capacity Management 24 Developing people - creating value 24
Process Overview Incident & Service Request Mgmt Change & Release Mgmt Problem Mgmt Service Level Mgmt Service Delivery Project Lifecycle Origo Work Processes Continuity Mgmt Availability Mgmt Configuration Mgmt Asset Mgmt & Service Charging Operational Routines Capacity Mgmt Service Delivery Project Origo 25
Prioritet 1 saker 26
AD/Security Alternativ 2 Elkem AD Er pålogget her I have a problem: Autopålogging ved pålogget bruker Borregaard AD Bruker Eksport Bruker Eksport HP Service Manager Brands AD OSS AD Bruker Eksport Bruker Eksport Bruker Eksport Bruker Eksport Bruker Tabell Bakers AD 27