97 % believe IT quality is mission-critical. for individual business processes.* *ISG, June Zero Outage. Best Quality for your Business

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1 97 % believe IT quality is mission-critical for individual business processes.* *ISG, June 2015 Zero Outage Best Quality for your Business

2 A life without reliable IT or telecommunications? No professional medical help, no transportation of goods or online retailing, no security in air travel, no international collaboration. T-Systems ensures that this never happens. Whether for business or personal life, IT has become indispensable. Countless processes are supported by highly complex IT infrastructures often completely unnoticed.

3 The age of digitization has long arrived no company can escape the need to transform. According to a prediction by IDC, some 30 billion devices will be communicating with one another in 2020.* As such, digital transformation poses major challenges to the IT and those who provide it. If the IT is not absolutely reliable, the full potential from connecting and digitizing products and processes is missed a loss to the company, the economy and to mankind. *Source: IDC, Worldwide Internet of Things, November 2014, Doc #252330

4 The challenge of IT availability People IT infrastructures are often not as reliable as they have to be. Causes of unreliable IT tend to cluster in the 3Ps : people, processes and platforms. Employees are unable to identify urgency in critical situations or lack expertise. Workflow definitions are too complex or are not sufficiently documented. The hardware is obsolete or there are resource bottlenecks. In light of these factors, T-Systems has developed active risk management based on a systematic blueprint, to minimize these very quality-relevant risks: PEOPLE PROCESSES Highly skilled employees who receive regular training and certification with a standard culture of discipline and accuracy in all activities. Simple, standardized processes that increase efficiency and ensure high-quality results at low implementation risk. PLATFORMS Standardized, high-performance, high-availability platforms that are always the state of the art including patch and release levels.

5 The catalyst for your business Analysts confirm: Quality is now the most important purchase criterion for IT services. High-availability technologies form the foundation for your business. To deliver top-quality infrastructures, T-Systems follows a programmatic approach and a strict zero failure culture. Zero Outage With its Zero Outage program, T-Systems launched a quality improvement campaign in 2011 that keeps IT operations safe and reliable, eliminates risks and turns the IT into a catalyst for efficient business processes. This is underpinned by, among other things, structured project planning, certified employees and ongoing reviews of our systems and services. The 3P concept (people, processes, platforms) drives quality activities at every level of the company. The sole, standard measure is the best result for you, the customer.

6 Our aspiration: Undisrupted business processes Our mission: Zero Outage Our commitment: Top quality for your business The T-Systems Zero Outage campaign ensures that: 1,500,000 vehicles leave the factories of a global car manufacturer smoothly every year. 500,000,000 voice minutes are handled on the IP telephony platform of an international communications provider every day. 10,000,000 customers at the 44,000 gas stations of a global oil and gas corporation are supplied with fuel. Thorsten Futh

7 T-Systems employees are a key factor in all this success. Efficient quality management is always underpinned by close interaction between man and technology. Click here for our Zero Outage film. We live Zero Outage best quality for your business. We work to improve quality every day: With discipline, a love for detail and precision in every single step and years of experience. With Zero Outage, you can rely on your IT.

8 How does T-Systems approach risk? No risk is insignificant. In the end, it is always about a company s ability to thrive. About the future of business strategies. About their success or failure. To best prepare for every risk, T-Systems has identified some 300 risks, divided them into 40 categories,

9 developed specific measures, implemented a yearly effectiveness check of the activities. One thing must be clear, however: There is no such thing as 100 percent IT reliability. While availability of percent like T-Systems offers only means downtime of around five minutes each year, there is always a residual risk when technology is involved. Which makes it all the more important to have effective quality management that steps in whenever problems occur. It s why T-Systems has established a comprehensive incident management infrastructure including a Manager on Duty (MoD) who is available around the clock and ensures that all systems are up and running again quickly after incidents. The MoD initiates the necessary activities and gets top management involved. Consistent, unsparing post mortems ensure that incidents are not repeated.

10 Details: What is behind Zero Outage? The Zero Outage program from T-Systems guarantees the very best quality for your business processes and highly available IT services. 1 Globally consistent process standards More than 600 in-house quality officers worldwide Annual training and certification of some 21,000 employees TÜV (Technical Inspection Association) certified quality processes 2 Quality as a core characteristic at all levels 315,000 changes a year with a success rate of 99.5 % Consistent double-checking principle for 113,000 high-risk changes Share of incidents due to changes: 0.02 % 3 Accuracy and discipline as guiding principles 20 fail-safe twin-core data centers with total floor space of 138,400 m² 140 Managers on Duty assigned each week and 24/7 hotline for critical incidents End-to-end reliability: 25 global top suppliers and 63 access providers are already Zero Outage-certified 4 Proactive risk management Mitigation of nearly 300 risks to operation and projects in more than 20 global programs since 2013 Projects in time, budget and quality: Top 150 projects quality assured, with a total of 900 quality gates and nearly 90 % compliance Over 500 firedrills each year

11 Tested and found to be good: High quality is about having reliable IT systems. [ ] From that perspective, high-quality delivery is a business enabler for HEINEKEN. [ ] And that s why we need a reliable platform. (Anne Teague, former CIO Heineken) In the last two years, the Zero Outage program has resulted in increased operational stability and SLA compliance with overall performance improvements, a reduction in the number of incidents, and shorter repair times. (Current Analysis, T-Systems Global Enterprise, September 2014) Zero Outage from T-Systems We ve reduced our risk and improved our business continuity, all at a low cost to Consol. (Johan du Plessis, CIO Consol) With its background in large-scale outsourcing of networks, data center, and desktop infrastructure, operational quality is top of mind, and T-Systems has in the past few years provided high-quality operations and achieved its SLAs of % availability, and the company is working toward a zero-fault tolerance state. Ownership (in DT) of the network enables a high level of optimization and virtualization of the total infrastructure and gives T-Systems the control to guarantee performance end-to-end. (IDC, T-Systems: Innovation Drives Growth in Cloud, March 2014, Doc #QL55W)

12 Global capacities. Holistic approach. Top quality. Years of experience. Satisfied customers.* * TNS Infratest customer satisfaction survey 2015 using TRI*M method: T-Systems is among the top 10 % European ICT service providers, with the most satisfied customers, for the third time running. 11/2015 Zero Outage Best Quality for your Business T-Systems International GmbH Hahnstraße Frankfurt am Main Germany info@t-systems.com