---GTSIBMNNRCInfrastructureOutsourcingProjectProposal2IBMEngagementTeamforNNRCOutsourcingProject2LisaLiClientExecutiveSongYingHaoSeniorServiceManagerVeik,JohnMichael

NovoNordiskClientExecutive,DenmarkYinXiaoQiangProjectManagerXieRuiHuaSeniorSolutionLeaderWangBoSeniorArchitectTechnicalSolutionArchitectGuoShuRenCaoDongXuWangJinLiChunTechnicalSolutionManagerSeniorArchitectTechnicalSolutionArchitectSeniorArchitectTechnicalSolutionArchitectTechnicalSolutionManagerAgendaIBM’sUnderstandingofNNRC’sRequirementOurSolutionImplementation&ValuePropositionStrategyandDesignProjectDeliveryPlanOverviewTransition

&TransformationManagedOperationsIBMUniqueValuetoNNRCIBMReferenceCase3AgendaIBM’sUnderstandingofNNRC’sRequirementOurSolutionImplementation&ValuePropositionStrategyandDesignProjectDeliveryPlanOverviewTransition

&TransformationManagedOperationsIBMUniqueValuetoNNRCIBMReferenceCase4NNRCServiceOutsourcingObjectiveThecurrentNNRCInfrastructureOutsourcingcontractwillbeendedby2015.12.31hencearenewalneedtobetriggeredin2015.NewNNRCBusinessStrategyandfastchangingmarketenvironmentneedanuptodate,businessorientedITOutsourcingContract(incl.ServiceCatalogue)withROImind-setandastrategicITpartnertosupportthefuture3-5years’businessgrowing.SelectedstrategicITpartnerbasedontherefinedServiceCatalogueandRequirements.FinishtheServiceTransitionfromoldSLAtonewSLAwithoutadversebusinessimpact.556Serverrelatedoperations(VMwarePlatformService,WindowsServerOperation,LinuxServerOperation，ActiveDirectory,Operation,FileShareOperation,PrintServerOperation,LoadTestService,Backupmanagement)NetworkDeviceMaintenance(WirelessNetwork,LAN,WAN,FirewallOperations,IPToperation)DatabaseOperations(MicrosoftSQLServer,OracleDatabase)Assetmanagement(IMAC,Assetmanagement)IDCOperation(ServerRoommanagement)ServiceDeliveryManagement(Contractmanagement,KPImanagement,Ordermanagement,Invoicemanagement,ServiceLevelObjectives,Complainthandling,Statusmeeting)OutsourcingServiceITInfrastructureServicesCommonServiceDeliveryProcesses(ITCompliancy,Report,Monitoring/EventManagement,ConfigurationManagement,Knowledgebasemanagement,Incident,ProblemandChangeManagement,ServiceRequestmanagement,ContinuityManagement,CapacityManagementandPerformancetuning,3rdpartyvendorcoordinationandmanagement,ContinuousImprovementConsultancyandManagement)UserAdministrationServiceDesk(allLevel1supportincludesapplicationLevel1support)On-SiteSupportServicesVIPSupportRegionalofficeonsitesupportTrainingandeducationEndUserCareSODServiceITSecurityGxPSystemValidationAuditsupport(external&internal)ITGovernanceCITRIXSAPSharePointApplicationSupportPM/BASolutionarchitect/Technicallead/TestleadCommunicationleadProjectManagementIBM’sUnderstandingofNN’sServiceScope6UnderstandingSourcingObjectives,IBMhasputtogetheroursolutiontoembraceNNRCITServicesthemes7FlexibilityManagedGrowthVariableCoststructuresAccesstoIBMtalents,resourcesandtoolsPayaccordingtousageFixedbaselinechargesandvariablechargesviarateCardAgilityQualityIncreaseinProductivityFacilitatepro-activetradePromptresponsetochangedrequirementsOverallstablesystemTransparentperformanceServiceLevelRequirementsUnderstandingIBMDesignPointsProductivityofdeliveryteamincorporatedintoourcommercialofferArchitectsproactiveinvolvementtochangingbusinessneedsleveragingnewtechnologyContinuousImprovementandInnovationManagementSystemITILV3ISO9001/ISO20000assessedandmanagedITServicesTimelyServiceReportswithinsightsandtraceabilityServiceLevelsfocusonend-to-endintegration,availability,speedandquality7AgendaIBM’sUnderstandingofNNRC’sRequirementOurSolutionImplementation&ValuePropositionStrategyandDesignProjectDeliveryPlanOverviewTransition

&TransformationManagedOperationsIBMUniqueValuetoNNRCIBMReferenceCase8IBMServiceExcellenceModel9ServiceQualityServicereportingImprovementprocessProgramManagement?Servicereviews?ServicelevelmanagementStrategy&Design?Strategygeneration?Demandmanagement?Availabilitymanagement?Servicelevelmanagement?CapacitymanagementInformationsecurity

management?SuppliermanagementTransition,Implementation&Transformation?Transitionplanning/support?Serviceevaluation?Servicevalidation?Changemanagement?Assetmanagement?Configurationmanagement?ReleaseandDeploymentmanagementSpecifictoIBMStrategicOutsourcing?HRon-boarding?Projectimplementation?Optimization/consolidation…….ManagedOperations?Eventmanagement?Incidentmanagement?Problemmanagement?Requestfulfillment?Accessmanagement?IToperationsmanagementIMS

ServicesAsset

ServicesApplication

ServicesEUC

ServicesITILprocesslifecycleelementsServiceExcellenceITDomainsCustomerSatisfaction?Servicemeasurement?Returnoninvestment?ITServiceContinuitymanagement……?7-StepImprovementProcess……AgendaIBM’sUnderstandingofNNRC’sRequirementOurSolutionImplementation&ValuePropositionStrategyandDesignProjectDeliveryPlanOverviewTransition

&TransformationManagedOperationsIBMUniqueValuetoNNRCIBMReferenceCase10DriveincreasedvaluetoclientsthroughhighqualitydeliveryOurstrategyhasevolvedfromtheclientsweserveandiscenteredarounddrivingbusinessvalueforthemBusinessStrategyServicesStrategyFocusonopentechnologiesandhigh-valuesolutionsDeliverintegrationandinnovationtoclientsBecomethepremierGloballyIntegratedEnterpriseInnovationProductivityQualityOurClientsProvidesfoundationforStrengthens&ImprovesEnablesProcessAutomationSkillsSuperiorDeliveryQualityProductivityLeadershipOperationalinsightsApplytechnologywithIBMSWG,STG,GBSandResearchNewbusinessmodels11StrategyandDesignprovidesanITroadmaptoprovideahighperformanceplatformtosupportclients’evolvingbusinessneedsServiceManagementandContinuousImprovementStrategyandDesignTransition,Implementation&TransformationManagedOperationsITArchitectureFrameworkDesignMethodandDeliverablesITGovernanceFrameworkStrategyandDesignUnderstandclients’businesses,priorities,strategies,andgoalstooptimizeITasadriverDesignITservicesasstrategicassetstobestmeetourclients’businessobjectivestodayandtomorrowAlignITservicedeliverycostsandqualitywithcurrentandfuturebusinessneeds12StrategyandDesignleveragesamatureengineeringmethodology,withassetsandtoolingthathelptoensurequalityoutcomesServiceManagementandContinuousImprovementStrategyandDesignTransition,Implementation&TransformationManagedOperationsITArchitectureFrameworkDesignMethodandDeliverablesITGovernanceFrameworkArchitectureAssetsandToolingServiceCatalogofpre-certifiedandcostedsolutions,configurabletoaddresscustomerspecificrequirementsDeepdeliverycollateralthatspecifyhowtodelivereachserviceinthecatalogRationaltoolsetforrequirementstrackinganddesignITGovernancemethodsandroles13WebelievethatsuccessfuloutsourcingrelationshipsdependoncarefulintegrationofclientandprovidercapabilitiesandstandardsServiceCatalogSolutionRepositoryReferenceArchitecturesClearandspecificroles,processesandprovensolutionsareusedtomanagethisintegrationClient’sExistingStandardsIBMStandardsWehavechosentheseservicestomeettheclient’sbusinessneedsHerearethesolutionsweprovidetomeettherequiredservicelevelsandfunctionsClientAccountCTOPEDPEArchitect

(IBM)Architect

(Client)BusinessUnits(Client)IBMITDeliveryServiceOwnerServiceArchitectDeliveryTeams14AgendaIBM’sUnderstandingofNNRC’sRequirementOurSolutionImplementation&ValuePropositionStrategyandDesignProjectDeliveryPlanOverviewTransition

&TransformationManagedOperationsIBMUniqueValuetoNNRCIBMReferenceCase15ProjectorganizationTransitionPMPEPMProjectManagementofficeQualitymgrPASecurityandcompliancemgrOnsitesupportcenterEUSonsiteteamTeamleadOperatorIMSonsiteteamTeamleadOperatorAssetmanagementTeamLeadOperatorServicedeskTeamleadCallagentsTechnicalsupportSystemspecialistSolutionarchitect16ServiceGovernanceExpert17IndexRoleQantityResponsibilityD/SCagegory1PM1ProjectmanagementDManagementteam2PA1AssitanceofPMDManagementteam3QualityMgr1QualityandprocessownerDManagementteam4Securityandcompliancemgr1SecurityandcomplianceownerDManagementteam5IMSteamlead1ManageIMSteamDOnsitesupportcenter6Operator4IMSdailyoperationandmaintenanceDOnsitesupportcenter7Servicedeskonsiteteamlead1ServicedeskonstieteamleadandvipsupportDOnsitesupportcenter8Servicedeskonsiteoperator3dailyoperationDOnsitesupportcenter9Servicedeskonsite2ndlevelsupport12ndleveltechincalsupportforonsiteofservicedeskDOnsitesupportcenter10Assetteamlead1

ManageassetteamDOnsitesupportcenter11Assetteamadmin1

AssistanceassetteamleadDOnsitesupportcenter12Assetteamoperator1

AssetdailyoperationDOnsitesupportcenter13Regiononsiteservicedesk6ondemandsupportforregionofficeSOnsitesupportcenter14Remoteservicedeskteamlead1TeamleaderforremoteservicedeskDServiceDesk15Remoteservicedeskoperator7DailyoperationDServiceDesk16Remoteservicedesk2ndlevelsupport32ndleveltechnicalsupportofremoteservicedeskDServiceDesk17RemoteservicedeskQA1QualityAssuranceSServiceDesk18RemoteservicedeskQC1QualitycontrolSServiceDesk19Systemspecialist2TechnicalsupportandbackupSTechnicalsupport20Solutionarchitect1SolutionsupportandleadSTechnicalsupportProjectorganizationDedicated：28FTE

Shared：11FTEOverallProjectPlan18DueDiligenceSetupandreviewexistingEnvironmentKickoffFinalizegovernancemodelandreportformatsandfrequencyResourcepreparationandknowledgetransferProcessreengineer-inganddocument-ationServicedryrunandhandovertoIBMServicestransformtostabilizationandcontinuousimprovementDataandplatformVariance&ChangeInaccessible/missingdocsNo/LittleknowledgetransferfromexistingvendorExistingvendorrefusestohandoverBigbangOn-goingTrialRunTransitionStartOnceprojectstarts,therearespecificworkitemstobeperformedandtherewillbechallengestobeaddressed182015AugSepOctNovDecJanContractSignoffDueDiligenceStabilizationPhase2016Knowledgetransfer&ShadowingResourcesReadinessTraining&CertificationInfra/Tool/ProcessReadinessPlanningAssetJointVerificationSupplierSelectionOverallProjectPlan19ServiceDeliveryManagementIntroduction-ServiceLevelManagementPurposeServiceLevelManagementprovidesITservicestoITcustomersatagreedtoservicelevels.

Servicesareprovidedviaagreementswithinternalproviders

(operationallevelagreement(OLA))andexternalproviders(underpinningcontract(UC)).

Aservicelevelagreement(SLA),negotiatedbetweentheservicelevelmanagerandtheITcustomer,identifiestheserviceleveltargets.

Periodically,SLAsarereviewedin

servicereviewmeetings.

ServicesmaybeenhancedviaaserviceimprovementprogramwhentheneedisidentifiedthroughServiceReviewswhichtriggerstheDeliveryHealthManagementProcess.ScopeThisprocessaddresseslifecyclemanagementofservicelevelagreements,OperationalLevelAgreementsandUnderpinningContracts.Itincludesnegotiation,monitoring,managementandreportingofservicelevelstomeasurecommittedlevelsofservicetoITCustomers.

IncludesEstablishingstrongrelationshipswithcustomersbasedonmutualtrustImplementingServiceLevelAgreements-fromfeasibilitythroughmonitoring,renewingandimprovingIntegratingtheservicecharacteristicsofdomainspecialistprocesses(suchasAvailability,Capacity,andothers)EvaluationofITtransactionalserviceperformanceinrelationtobusinessservicesandtheirrequirementsCreationandmaintenanceofOperationalLevelAgreements(OLAs)withprovidersfurtheralongtheservicesupplychain,andconsiderationofresultingrequirementsforandperformancedefinedinUnderpinningContracts(UCs)Reportingtocustomersonanyaspectofservicelevelattainment,includingreviewingvariationfromtargetOversightoftheimplementation(byotherprocesses)ofServiceImprovementPlansrelatedtoservicelevelquality20ServiceDeliveryManagementIntroduction-ServiceLevelManagementIBMMethodology21ServiceDeliveryManagementIntroduction–SLA/KPImanagement/punishment

EstablishSLA/KPI

Measurements

&ReportingBaseline

SLA/KPI

Measurements

Commence

SLA/KPI

Measurement

&ReportingOngoing

Improvement

&ChangeEstablishSLA/KPIMeasurement&ReportingProcessEstablishServiceLevelCatalogueEstablishServiceLevelPerformanceReportTemplateDevelop&implementDataCollection&Reportingtools0-month(ExistingSL),

3-month(Enhanced&NewSL)MeasurementValidationPeriodsCollectSLA/KPIDataReportinterimSLA/KPImeasurementmonthlyImproveITServiceMgmtProcess&SLA/KPIresultsSignoffKPIMeasurementatendMeasurementValidationPeriodCommenceSLA/KPImeasurementIdentifyproblemsandimplementchangesProduceSLA/KPIMthlyperformancereportsLeadSLA/KPIAnnualreviewExamineSLA/KPItrendsandrootcausesMonitorServiceMeasurement&ReportingprocesschangesReview&seekfeedbackonmeasurementsUpdateServiceMeasurement&ReportingProcesstoalignwithchangesOngoingservicelevelreview,feasibilitystudy,discussionNNRC-IBM22ServiceDeliveryManagementIntroduction-ComplainthandlingPurposeHandlecustomercomplaintproperlytoensuretotalcustomersatisfactionandcontinuousimprovement.ScopeApplytoNNRCcustomercomplaintfordeliveryqualityfailureanduntimelycustomersitesupport.DefineComplaintOwner:receivecompalintandopenticket,trackingcompalintstatus,makeupactionplanandfeedbacktoclientandcloseticket.PMProjectmanagement,Reviewcompalintactionplanandapprovetheplan.23ServiceDeliveryManagementIntroduction-ComplainthandlingIBMMethodologyOpenTicketComplaintOwnerPMReceivecallfromNNRCPMoruserAgreeactionplanAgreedConfirmtheticketresolvedClosetheticketReviewactionplanInternalInvestigationDiscussinternalandmakeimprovementplanCalluser,reportcorrectionplanandfutureimprovementNNRCComplaintSourceWithin2HoursWithin12HoursWithin24HoursCallusertofindoutdetailinfo24ProjectExecutiveProject

Manager/TeamleadEndUsersBusinessUnitsProjectExecutiveProject

ManagerDeliveryTeamNetworkDataCenterSecurityServersBusinessUnitsNNRCIBMStrategicAnnualgoalsettingReviewalliancerelationshipForumforexecutiveexchangeFunctionalCorporateTechnologyPlanreviewMonthlystatus&performancereviewTechnologydirectorsKeyprojectsreviewsOperationalBusinessUnitLiaisonTeamsDailycriticalproblemreviews

(asrequired)WeeklychangereviewsWeeklychangestatusOngoingservicerequestsTransitionProjectOfficeServiceDeliveryManagementIntroduction-StatusmeetingCommunicationPath25ServiceDeliveryManagementIntroduction-StatusmeetingMeeting&ReportPlanNNRCParticipantsIBMParticipantsProjectExecProjectmanagerProjectExecProjectmanagerTeamleadsSDMProjectmanagerTeamleadProjectmanagerTeamleadsServicedeliverymgrProjectmanagerTeamleadsProjectmanagerTeamleads

ProjectmanagerTeamleadsProjectmanagerTeamleadsBusinessReviewsExecutiveSteeringBusinessalignmentandaccountabilityforoverallperformancePerformanceReviewMeetingsGovernanceandOperationsServicePerformancereview,SLAtrends,riskreviewStatusandShort-termPlanningMeetingDeliveryandPlanningForecastversusactual,resourcecapacityreview,rollingforecast,prioritizing,deliveryprogress,escalationDeliveryOperationalMeetingsCriticalandurgentincidents,criticalenhancementtracking,dailystatuscallsQuarterlyMonthlyWeeklyDaily26ServiceDeliveryManagementIntroduction-CustomerSatisfactionManagementPurposeThepurposeoftheCustomerSatisfactionManagementprocessistodetermineifcustomersaresatisfied,andthedegreeoftheirsatisfactionwiththeservices,solutions,andofferingsfromtheprovidersofIT.Inadditiontothisdetermination,theprocessaimstoproactivelypredictwhatthecustomersatisfactionwillbe,andthentodeterminewhatmustbedonetomaintainor,whereappropriate,enhancesatisfactionandcustomerloyalty.ScopeThisprocessisactivethroughouttheservicelifecycle.Itbeginsatthefirstcontactwithacustomeraspartoftheefforttodeterminewantsandneeds,andcontinuesthrougheithercreatingasatisfiedcustomerorwiththemonitoringofremedialactionstocorrectanyproblemsleadingtocustomerdissatisfaction.MethodSurveyletterorSurveyemail27ServiceDeliveryManagementIntroduction-CustomerSatisfactionManagementIBMMethodology28ServiceDeliveryManagementIntroduction-ContractManagement$PaymentandcostmanagementPurpose:Tobettermanageprojectdelivery,focusesonadministeringcontractchanges,trackingcontractdeliverables,andformalcontractcommunicationsandsoon.Scope：AuthoringandnegotiationBaselinemanagementCommitmentmanagementCommunicationmanagement.DeliverablemanagementChangemanagementInvoicemanagement29ServiceDeliveryManagementIntroduction-ContractManagement$PaymentandcostmanagementContractreviewTermDelivermilestonepaymentscheduleContractdeliverablePenaltyorAwardMonitordeliveryDeliverablestrackingPaymenttrackingInvoicetrackingChangeorupdate ChangemanagementCloseRenewTerminationCloseRenewTerminate30AgendaIBM’sUnderstandingofNNRC’sRequirementOurSolutionImplementation&ValuePropositionStrategyandDesignProjectDeliveryPlanOverviewTransition

&TransformationManagedOperationsIBMUniqueValuetoNNRCIBMReferenceCase31TransitionObjectivesSmoothlyInheritedOptimizedOrderedEnsuresmoothtransitionofin-scopeservicesfromNNRCorexistingserviceproviderstoIBMwithoutdisruptiontocurrentoperationsEnsurein-scopeservicestobeprovidedbyIBMbasedonNNRCITSMframeworkandintegratedwithotherserviceprovidersEnsureexistingoperationalknowledgeandproceduresarecapturedanddocumentedImplementthetransformedprocessandtools,andcaptureanddocumentanyadditionalexistingoperationalknowledgeandproceduresImplementco-operationandoperatingmodelsgovernancemodelaswellasSourcing-Management-ProcessInterfacesBuildanefficientapplicationandinfrastructureoperationsfunctionthatco-managewithNNRCtosupportitsaggressivegrowthneeds32OverallTransitionApproachistransferofworkfromNNRCorexistingserviceproviderstoIBMKeyActivitiesCoreoutputsSetuptechnicalenvironmentSetupworkplacefacilitiesEstablishon-goingdeliveryresourcesKnowledgetransferandcaptureintellectualcapitalDeveloporenhanceOperationsprocedureBeginandstabilizeservicedeliveryinnewto-beenvironment/sitesServiceCommencementReadinessChecklistDeliveryManagementSystemServiceLevelAgreementKnowledgeTransferSignoffEstablishTransition

Plan&agreeon

acceptancecriteriaEstablishIBMTransitionProjectOffice(partofGovernance)FinalizeResource&LocationRequirementsCompleteStaffingPlanConfirmServicestobeProvidedTransitionKick-offMeetingTransitionPlan/Timeline(ProjectDefinitionReport)TransitionTeamEngagedTransitionAcceptanceCriteriaMilestone

toclosetheTransitionConfirmallacceptancecriteriaObtainNNRCTransitionSignOffDocumentLessonsLearnedHandoverofoutstandingissues/riskstodeliveryteamTransitionExitReportLessonsLearnedReportTransitionStart-UpTransitionPhasesTransitionExecutionTransitionExitServiceGoalive3333Application/InfrastructureTransitionMethodology:Transitionrisksismitigatedwhileknowledgeistransferred,attainedandincreasedTransitionExecutionSkillLevelTimelineTransition

Planning

(TP)Stabilization

(ST)ReverseShadow

Support

(RS)Shadow

Support

(SS)Knowledge

Acquisition

(KA)DetailedApplicationTransitionPlanningNNRCteamtomentorIBMstaffsIBMstafftodeliversupportactivities

increasinglyIBMteamnowreadyforfullandindependentsupportIBMteamisreadytoassumeresponsibilitiesofoperationsbyCatalogApplicationMasterTransitionPlanningbycatalogApplicationSpecificTransitionPlanningbyCatalogDetailKTplanningbyCatalogExitCriteriaforTransitionWavesKTbyCatalogChecklistDocumentreviewExecuteKTDraftAID,ASCPRepositoryorBasisOperationsPerformknowledgelevelassessment(Q-Gate)Sign-offtransitioncompletionreportListofoutstandingissuesandriskmitigatedCut-overserviceresponsibilitytoIBMReviseAID&ASCPorBasisOperationsTakeovermoreticketsgraduallytilltofullcapabilityofallticketsPerformtransitionreadinessreview(Q-Gate)PerformTransitionExitreviewUpdateAIDandASCPorBasisOperationsProceduremanualPerformOperationReadinessChecklist/ReviewTakeoverpartiallowpriorityticketsPerformknowledgelevelassessment(Q-Gate)RiskMitigatedKnowledgeIncreased34IBMTransitionScopeandRoles&ResponsibilitiesProjectManagerTransitionManagerIMSTLEUCTLAssetTLCFSSDMIntegrateCatalogtransitionplanandscheduleLeadtransitionkickoffandweeklymeetingCoordinatetransitionrequiredresourcesEnsuretransitiondeliverablesareonscheduleLeadtransitionsuccessfulandon-timecompletionStudyAs-Isprocess,discussoperationalprocessprioritizationEstablishgovernance/communicationplanDefineSLA,keymeasurementobjectivesDevelopprocessflowDevelopProcedureManualDeveloptrainingmaterialsDevelopreportConducttrainingsRolloutprocessesIdentifythestaffingrequirementsandramp-upresourcesaccordingtotimelineIdentifyanddocumentknowledgetransferrequirementPerformandfacilitateKnowledgeTransfersessionsTrackknowledgetransferstatusbyregularbasisMeasureknowledgetransferqualityandreporttomanagementteamIdentifyanddocumentpotentialissues/riskswhileproceedingwithknowledgetransferandtransformedprocessrolloutConductKnowledgeTransferQualityCheckEstablishanddocumentrequiredoperationprocedureand/orchecklistforrespectiveCatalogsServiceManagementGovernanceTransitionRole RegularRole35MainactivitiesfromNNRCtosupportTransitiontoIBMGetallfacilitiesreadyforconductingknowledgetransfertrainings,suchastrainingclassroom,demosystems ProvidesystemandapplicationaccessestoIBMtransitionteaminaccordancewithtransitionplanEnabletheinternetconnectivityforallIBMonsitetransitionteam&enablethesystemconnectivityforallIBMremotetransitionteamProvideSeversortoolsforkeepingtransitiondocuments&workproductsLogisticsHighLevel

SupportSetupgovernancemodelandcommunicationPlanduringtransitionphaseEnablequickdecisionmaking&issueescalationmechanism

ResourcesIdentifyallkeyresourcesneedsforeachtrackoftransitionsEnsuretheavailabilityandinvolvementofidentifiedkeyresourcesManageexistingresourceswhowillgiveknowledgetransfertoIBMteam.Documenthand-overfortransitionProvidetrainingmaterialsforknowledgetransferandensurethecomprehensiveofthetraining.3636ServicesincumbentSupplierwouldprovideTerminationServices.NNRCcouldwellcoordinatebetweentwoSuppliers,andhavestrongarbitrationovercollaborationoutput.OurTransitionPlan(withShadowSupport)DetailedTransitionPlan-AnexampleofdetailedtransitionplanKeyTransitionRisksandMitigationPlanRisksPossibilityImpactMitigationPlan

NNRC

staff

and

contractors

workloadandtimeconflictallocatedtoprovideKnowledgeTransferPlanandadjustKTscheduleandcommunicateearlytoNNRCandIBMTeamsPrioritizeandagreetransitionfocusareasIBMteamtoprepareIntroductoryandunderstandingofNNRCenvironmentpriortoactualKT

NNRCContractornon-supportiveofKTSeekNNRCTransitionMgrtoobtainmaterialsanddocumentationearlyifspottedsuchbehaviourIBMTransitionTeamtodocumentOperationsprocedureandhaveNNRCSubject-Matter-ExperttransferknowledgeduringtheKTperiod

LackcomprehensivedocumentationOperations/MaintenanceDocumentationSystemArchitectureandDesignDD–reviewrequireddocumentationandassesseffortrequiredtoupdatedocumentationtoensurecurrencyNNRCshareallrelateddocumentationtoIBMasearlyaspossibletoletIBMteamhasenoughtimetoselfstudy

RolesandresponsibilitieschangecausedbyprocesschangemayresultinresistancefromtheoperationstaffDevelopappropriatecommunicationtoeasepotentialstaffanxiety

CurrentNNRCSMEmaybere-deployedtoothergroupswithinITNNRCTransitionManagertocoordinatearrangementswithNNRC

MgrofSMEHigh Middle Low39AgendaIBM’sUnderstandingofNNRC’sRequirementOurSolutionImplementation&ValuePropositionStrategyandDesignTransition

&TransformationManagedOperationsProjectDeliveryPlanIBMUniqueValuetoNNRCIBMReferenceCase40NNRCServiceDeliveryFrameworkPhysicalEnvironmentIDCNetworkServerStorageVmwareCloudWindowsLinuxSQLServerOracleFileShareServerMDMforMobileDeviceOfficeITfacilityDesktopPrintServerCitrixMiddlewareActiveDirectoryFTPServerInteractionServicesClientportalUserEnablementServiceDeliveryPortalCommonServiceDeliveryProcessChangeDBKnowledgeDBsServicecoordination&CommunicationITStandardCompliancePerformance&CapacityMgtMonitoringandEventMgtAvailabilityMgtPatchMgtContinuityMgtConfigurationMgtITProcessandprocessKPIMgtKnowledgebaseMgtIncident,Problem，C