OOP 2012 IT Will Just Work! Deutsche Telekom CIT Enterprise Architecture

Transcription

1 OOP 2012 IT Will Just Work! Deutsche Telekom CIT Enterprise Architecture Carsten Sensler Thomas Grimm 1

2 Who Are we? 2

3 3.2 million customer 150 years history 38.7 millions fixed line customer millions mobile customer Source: Deutsche Telekom 3

4 Group Profile And Figures. Company Products Facts and Figures Employees Global Group Deutsche Telekom is one of the world s leading service companies in the telecommunications industry Our strengths Products and services for the fixed network, mobile communications, the Internet and IPTV for consumers, and ICT solutions for business customers and corporate customers. By the numbers In 2010, Deutsche Telekom reported revenue of EUR 62.4 billion. Adjusted EBITDA totaled EUR 19.5 billion and free cash flow EUR 6.5 billion. Major factor in success: At June 30, 2011, the total headcount stood at about 241,000. Taken from official Company Presentation 4

5 International Presence. Albania Argentina Belgium Bulgaria Brazil China Denmark Germany France Greece United Kingdom Hongkong Italy Japan Canada Croatia Fyrom Mexico Montenegro Netherlands Austria Poland Romania Russia Switzerland Singapore Slovakia Spain/Portugal South Africa Czech Republic Turkey Hungary USA Selected international subsidiaries and majority shareholdings Taken from official Company Presentation 5

6 IT will just work! Will IT just work? IT will just work? Is IT a necessary evil of an enterprise? 6

7 Today, we Are Going Through 7

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9 Typical Revenue Curve From a Company Which Has to Transform Their Business to Survive. 9

10 Economies of Scale For Competitive Advantage! illustrative IT spend/revenue Transformation required! total revenue 10

11 Do You Feel The Heat? You can analyse the past, but you have to design the future. * *) Source: Edward Bono from his book Why so stupid?: How the Human Race Has Never Really Learned to Think. 11

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13 IT Enabled Business Change/Transformation We believe every big enterprise needs to transform their Business and/or IT. Enterprise Architects have a key task in making the transformation a success. IT enabled business change is driven by changes of External market situation (customer behaviour & expectations) Regulations Shareholders changes Break-through innovations within the industry Partnering or competition with adjacent industries 13

14 Changing IT Has Impact on Four Areas: People, Processes, Technology and Information* (PPTI ) Organization Change *Sharm Manwani: IT enabled Business Change,

15 Architectural Decisions Tend to Have Impact on The Complete Enterprise. 15

16 It is Not Just Your CEO. but thousands of believers that make the change happen. Change Leadership. 16

17 A Company-Wide Domain Model guides the functional perspective of change The starting point for Telco business is Frameworx from TeleManagement Forum etom, SID, TAM 17

18 A Company-Wide Process Model. guides the transformation of the processes Domain 1 Domain 2 Business processes Customer- to- Customer processes (C2C) Order to cash Termination to prevention/closing invoice Request to information Request to change Incident to solution Complaint to solution Usage to cash Domain 3 Domain 4 18

19 Drive The Transformation Build a concrete Target picture, collect the AS-IS Data and compile a migration from AS-IS to TO-BE. As-Is Landscape Ideal Masterplan Functional Coverage incl. Infoflows Dataflows Business processes Custome r-to- Custome r processe s (C2C) Processes of Processes of the the customer Order product to cash domain Termination to prevention/closing invoice domain Request to information Request to change Incident to solution Complaint to solution Usage to cash Processes of the network and factory domain Control and support processes National Functional TA incl. Infoflows Basic National TA TA Migration Focus One Year more Processes Basic National TA incl. CIT TA TA Migration & Roadmap TO-BE AS-IS 19

20 Measure The Relevant Changes From The Impact of The Changes on Your Customers KPIs Baseline Target Faster Time to Market Improved Debt Management Right First Time Enablement of Self Care 3months -50% 58mio -20% 89% 93% 44% 75% 20

21 Why Transformation Often Fails? Guiding Coalition Empower people Sense of Urgency Common Vision & Strategy Communicate Change Vision Short term wins Consolidate Anchor in culture Creating the spirit for change Engaging & Enabling the whole organization Direction of travel Implementing & Sustaining the change Kotter, Our Iceberg is melting 21

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23 Strategy of Deutsche Telekom since 2010 FIX TRANSFORM INNOVATE Improve performance of mobile-centric assets Leverage one company in integrated assets Build networks and processes for the Gigabit Society Connected life across all screens Connected work with unique ICT solutions 23

24 What do Customers Expect From Deutsche Telekom Customers Classical telco business new and future business Internet 24

25 What Are The Classical IT Capabilities to Support The Future Business... Customers Classical telco business new and future business Core IT and Network competencies e.g.: Rating of large numbers of items Manage a huge customer base Provisioning of complex products & services Business Intelligence 25

26 cmp CRM core interface view TechnicalComponents::IVR CustomerRelationshipMgmt: :SelfServ ice ProductCatalogueM gmt:: ProductCatalogue IF_0003 Get Customer Data IF_1009 Update Contact history IF_0046 Update Customer IF_0039 Retrieve customer data IF_0029 Create Activity IF_4047 Retrieve activity IF_0122 Service Request IF_0098 Update Service Request CustomerQoS_SlaMgmt: :SLA Monitoring IF_0037 Create Service Request IF_3001 Import Product IF_3002 Import price list IF_3003 Import Attributes IF_3004 Import Bundle CustomerScoring_CreditRating: :RMC IF_4053 Retrieve Con tract RMCRiskCheck CustomerAccount CustomerInteraction CommunicationsTroubleTicketEBSV1 ServiceMgmt CommunicationsInstalledProductEBSV2 Asset CommunicationsAgreementEBSV1 Contract_FrameContract ProductConfigurator ProductCatalogue LoyaltyPoints IF_4021 Credit Check (Black List Check) CommunicationsCustomerPartyEBSV2 CommunicationsCustomerInteractionEBSV1 CommunicationsItemEBSV2 LoyaltyPoints RealTimeChargingAccounting: :Loyalty OfferCampaignMgmt:: CampaignM gmt CampaignMgmt NG CRM CommunicationsCustomerPartyBillingProfileEBSV2 CRM core BillingProfile IF_0072 Update Billing Profile IF_0065 Invoice inquiry IF_0064, IF_0105 On Demand Invoice IF_2001 Cancel Invoice IF_2002 Deliver Invoice Copy IF_0063 Bill Adjustment Inquiry IF_0070 Create Bill Adjustment IF_0074 Update Credit Alert Status IF_0067 Payment Inquiry IF_0068 Create Payment IF_2005 Cancel Payment IF_0062 Account Balance Inquiry IF_0063 Account Usage Inquiry Invoice Adjustments CreditAlert Payment ServiceUsage Billing::BillingPlatform CommunicationsInvoiceEBS CommunicationsAccountBalanceAdjustmentEBS CommunicationsCreditAlertEBS CommunicationsReceivedPaymentEBS CommunicationsServiceUsageEBS Each Layer Addresses Specific Stakeholders And Provides Them With Their View Business Architecture Business processes 2 Processes of the Processes of the customer domain product domain 1 Order to cash Termination to prevention/closing invoice Customer-to- Request to information Customer Request to change processes Incident to solution (C2C) Complaint to solution Change Architecture Usage to cash Processes of the network and factory domain 3 Control and support processes Logical Architecture Product Life Cycle Mgmt. Strategic Management Billing Partner Mgmt. CRM Supply Mgnt. Data Service & Resource Lifecycle Mgmt. Service Management Resource Management Production Service Design Application Architecture Application IF_0027 Get Product Catalog IF_4048 Retrieve asset IF_4053 Retrieve contract IF_4049 Retrieve framecontract IF_4046 Product configurator IF_0061 Update Loyalty Profile IF_0059 Get Loyalty Status IF_0058 Burn Loyalty Point IF_4024 Update Offer Response IF_4003 Recalculate Pricing IF_4023 Get offers IF_0008 Set Response IF_4019 Set Confirmation IF_0007 Get Next Best Offer IF_0026 Import leads IF_0006 Import campaign responses IF_0005 Import campaigns Telekom Standards Base Technical Architecture Business responsibility Shared responsibility ICT responsibility 26

27 Track The Transformation Enterprise Architecture Ensures Consistency 27

28 Do The Right And Most Valuable Things First Enterprise Architecture Provides Transparency And Guidance Capability and heat maps 28

29 Telco+ Includes The Target Picture And Sets The Ambition Level Processes & Products Data & Integration Deutsche Telekom-wide harmonized product structures and processes High quality information consistently available across the enterprise Strong integration guidance for all projects with one integration platform Systems & Applications Radical system renewal and elimination of unnecessary functionality Technology Strategy of Deutsche Telekom for a highly elastic platform 29

30 Ingredients of transformation target picture for IT and business. AS IS provide transparency to focus Business processes Custo mer-to- Custo mer proces ses (C2C) Transformation Roadmap Processes Processes of the of the Order to cash customer Termination to prevention/closing product invoice Request to information domain Request to change domain Processes of Incident to solution Complaint the to solution network Usage and to cash factory domain Control and support processes Telco+ Implementation TO BE Business Architecture Logical Architecture Application Architecture Technical Architecture Change Architecture Target Telco+ 30

31 Any Questions? Companies are judged on the products and services they deliver, not on the changes they make. * carsten.sensler@telekom.de grimmt@telekom.de *) 31

32 Backup 32

33 Telco+ as Transformation Portfolio to Leverage Business Value. Telco + delivers significant value in the space of differentiation, growth and robustness and improves considerably our workforce. Differentiation Growth Robustness Workforce efficiency 33

34 Telco+ is the transformation target picture for IT and business. includes all customer related processes, data and systems is 50 enterprise systems, 50% reduced time to market, 50% less spend, 50% system retirement, and 34

35 About us. Dipl.-Ing. Carsten Sensler is an employee of Deutsche Telekom AG in Group Enterprise Architecture. Es is responsible for the target architecture of Deutsche Telekom and the cross-country alignment of the target architecture. Before he joined the Enterprise Architecture department, Carsten worked for the Enterprise Integration department of Deutsche Telekom and he was responsible for the corporate standardisation of a SOA infrastructure carsten.sensler@telekom.de Dr. Thomas Grimm works for Deutsche Telekom AG in Group Enterprise Architecture. His focus is on integration, cross-devisional and crosscountry aspects of enterprise architecture. Currently he is the Lead Architect for a major international CRM project. Additionally he is running the architecture council of the Deutsche Telekom target architecture. grimmt@telekom.de Grimm, Sensler