Ongoing System Monitoring in the Outsourcing Business
The ongoing measuring and monitoring of networks, IT systems and business processes among outsourcing providers are the exception. In 2004, Siemens IT Solutions and Services opted for end-to-end system monitoring which resulted in the substantial simplification of reporting and in the documented improvement of the quality and performance of the IT services.
Siemens IT Solutions and Services, founded in 2000 as a subsidiary of Siemens Switzerland, is among the leading providers in the IT outsourcing business. After receiving the customer’s order, the company assumes responsibility for the operation of network services, IT systems as well as the overall IT infrastructures and, at the same time, ensures the monitoring of the SLAs. In addition to its own companies, while working out of Siemens’ headquarters in Zurich, the team supports approx. twenty leading companies from the areas of industry, pharmaceuticals and service as well as public agencies.
Convincing Work Through Key Indicators
Outsourcing providers must assert themselves in the new customer business and constantly provide convincing work to existing customers. Roland Zwyssig, Head of Project and Account Management Outsourcing, has been in the business for 30 years and knows what the customers of an outsourcing partner want. Thus, he places great value upon transparency, the quality of services as well as the performance of the concluded Service Level Agreements (SLAs): «It was always an important concern to us to document the promised quality and the rendered performance to the customers.» For the monitoring and the reporting work, the outsourcing team from Siemens IT Solutions and Services initially used its own tools and scripts which supplied results in various formats such as Excel, Word and Access. With the number of customers increasing, the expenditures for the «customisation» of the monthly reporting increased disproportionally. Despite the large expenditures, the results were often not convincing because, from the customer’s perspective, the credibility of the results was lacking: «In the reporting environment, something had to happen», continues Roland Zwyssig.
Clarity about the Adherence to the SLAs
The initial contacts between Roland Zwyssig and auditQ go back to the year 2003. «At the beginning, I viewed auditQ’s business model with a certain scepticism», admits the outsourcing specialist. Because there was at that time no provider with a clear strategy which had SLA reporting being carried out upon an infrastructural basis, he opted for auditQ’s standard. As only then became apparent later, this decision turned out to be the right one: The discussions with the customers about the credibility of the measured values are now no longer necessary. «The customers wanted clarity as to whether the agreed SLAs were being fulfilled. Today, we offer customers absolute transparency about the availability of the individual services.»
With the introduction of auditQ as the standard, the pressure from the customers has subsided. The end-to-end measurement of IT services is today a fixed component of the range of services offered by Siemens IT Solutions and Services. «Our customers are excited about the solution», emphasises Roland Zwyssig. Approx. 90 percent benefit from this offer. The customers have particularly praised the credibility of the measured results and that the responsibility for the monitoring of the SLAs is clearly regulated. Since then, the credibility of the results no longer needs to be discussed.
Substantial Reduction of the Reporting Expenses
Through the introduction of system monitoring by auditQ, Roland Zwyssig and his team have taken one more decisive step towards attaining the greatest possible 100% performance. The expenditures for the monthly reporting are smaller than previously «by dimensions». In addition, thanks to the live reporting, the adherence to the SLAs has clearly increased. By means of the ScoreBoard, which shows the current status of the services in real time at the help desk, the account and service team can constantly review the status of the systems. The visualisation of the SLAs has particularly refined the attentiveness of the employees. Roland Zwyssig also particularly praises the fact that, via his PDA, he can obtain an overview of the performance of the IT services at any time and from anywhere. The response times of the outsourcing team have been reduced through a high degree of transparency. At the same time, the Quality of Service (QoS) provided to the customers has noticeably increased.
Substantially Higher Quality of IT Services
auditQ’s conversion of its services didn’t take place without a certain amount of scepticism. «Before the introduction of end-to-end measurements, we had some misgivings as to whether we could fulfil our performance commitments», states Roland Zwyssig. However, the fears weren’t confirmed. Today, the ongoing system monitoring by auditQ is a fixed component of each offer. Through auditQ’s implementation, it also became clear which IT services have not been performing and what the reasons are. Tangible facts were available for the meeting with the managers for the computer centre and hardware. «Since the introduction of auditQ’s services, the quality of the IT services has clearly increased.» The customers have also won. Through the aid of key indicators, they can, at any time, review the quality of IT services at present or for an individually specifiable timeframe.
Roland Zwyssig is very satisfied with auditQ’s services. He praises particularly the fact that ongoing continued developmental work is taking place. He describes the cooperation with auditQ’s team as open, constructive and fair. «In auditQ, we have a partner upon whom we can rely.»
Everything in the green area: Roland Zwyssig, Head of Project and Account Management Outsourcing, in front of the ScoreBoard at Siemens IT Solutions and Services.