EMC IT Redefined

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Transcript of EMC IT Redefined

  • EMC WHITE PAPER

    EMC IT REDEFINED: A CONTEMPORARY IT ORGANIZATION BUILT FOR AGILITY, INNOVATION, AND COMPETITIVE ADVANTAGE

    ABSTRACT As EMCs technology portfolio evolved to deliver cloud computing, the EMC IT

    organization also had to adapt to deliver IT-as-a-Service (ItaaS) and become a true

    service provider to the business. In a journey spanning six years, EMC IT transformed

    the organizational structure, culture, people, and processes to align more closely to the needs and objectives of the business.

    In the process, the IT organizational transformation dramatically improved IT

    efficiency, saving EMC tens of millions of dollars. It also improved end-user

    satisfaction, as well as EMCs business agility and competitive position in the global

    market. While EMC IT strives to be a better, more mature business partner and

    service provider, the organization believes its experiences and lessons learned can

    provide invaluable help to other IT organizations navigating similar evolutions.

    This white paper documents the results of that transformational journey, EMC IT

    Redefined, and describes EMC ITs current overall organizational structure and

    strategic objectives. The transformations inside of many of EMC ITs individual

    organizations also are covered in detail. This white paper covers the consolidation of

    disparate teams, establishment of new roles and skill sets, and the redefinition and strengthening of relationships between EMC IT and the companys business units.

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    Copyright 2014 EMC Corporation. All Rights Reserved.

    EMC believes the information in this publication is accurate as of its publication date. The information is subject to change without

    notice.

    The information in this publication is provided as is. EMC Corporation makes no representations or warranties of any kind with

    respect to the information in this publication, and specifically disclaims implied warranties of merchantability or fitness for a

    particular purpose.

    Use, copying, and distribution of any EMC software described in this publication requires an applicable software license.

    For the most up-to-date listing of EMC product names, see EMC Corporation Trademarks on EMC.com.

    VMware is a registered trademark of VMware, Inc. in the United States and/or other jurisdictions. All other trademarks used herein are the property of their respective owners.

    White Paper H13667

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    TABLE OF CONTENTS

    EXECUTIVE SUMMARY .............................................................................. 6 EMC IT Redefined: A Transformational Journey ...................................................... 7

    DEMAND CENTERS: A CONTEMPORARY APPROACH TO MANAGING DEMAND .................................................................................................. 8 SERVICE CENTERS: DELIVERY OF STANDARDIZED SERVICES .................. 9

    Security Services ............................................................................................... 9 Cloud Platform Services ...................................................................................... 9 Big Data Services .............................................................................................. 9 Business Applications ......................................................................................... 9

    3rd Platform Application Services: .............................................................................. 10 Enterprise Application Services: ................................................................................. 10 SOFTWARE-AS-A-SERVICE, Purchased Application Services: ......................................... 10

    End-User Computing Services ........................................................................... 11 SERVICE PORTFOLIO MANAGEMENT AND SERVICE OPERATIONS: ENHANCING ITAAS DELIVERY AND SUPPORT ........................................ 12

    Service Portfolio Management ........................................................................... 12 Service Operations .......................................................................................... 12 ENABLEMENT CENTERS: DEFINING AND GOVERNING CORE IT PROCESSES ............ 12 IT Management ............................................................................................... 12 Enterprise Architecture ..................................................................................... 12 IT Finance ...................................................................................................... 13 Human Resources ............................................................................................ 13 Marketing Communications ............................................................................... 13 Digitization and Automation .............................................................................. 13 Mergers and Acquisitions .................................................................................. 13

    TRANSFORMATIONAL BEST PRACTICES ................................................. 14 Managing Change with Proactive Communication ................................................. 14 Keeping a Focus on Business Unit Requirements .................................................. 14 Defining and Reinforcing Organizational Values .................................................... 14

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    CONCLUSION ......................................................................................... 15 APPENDICES: INSIDE EMC IT'S FUNCTIONAL UNITS ............................. 16 APPENDIX A: BUSINESS-FOCUSED SECURITY ....................................... 17

    Cyber Risk Consultants Partner with Business Users ............................................. 17 Targeting Security Controls ............................................................................... 18 Cyber Security: A Competitive Advantage ........................................................... 18 Managing Culture Change Effectively .................................................................. 18 Advancing Security with Service Center Focus ..................................................... 19

    APPENDIX B: REORGANIZING FOR CLOUD INFRASTRUCTURE TRANSFORMATION ................................................................................ 20

    Rapid Build-up of Virtualization Expertise ............................................................ 20 Private Cloud Infrastructure Group: Creation of New Skill Sets and Roles ................ 20 Easing Transition with Proactive Communications ................................................ 21 Quicker Time to Market for New Projects ............................................................ 21 The Next Phase: Cloud Platform Services Center .................................................. 21

    APPENDIX C: DATA ANALYTICS KEEPING PACE WITH THE BUSINESS ... 22 Product Manager and Data Scientist Hires ........................................................... 22 Streamlined Analytics Driving Increased Revenue ................................................ 23

    APPENDIX D: BUSINESS APPLICATIONS ............................................... 24 Enterprise Application Strategy Transformed ....................................................... 24

    Avoiding Customization ............................................................................................ 24 Dramatic Cost Savings, Improved Agility .................................................................... 24 Enterprise Applications Platform Services .................................................................... 24 Third Platform Technology Innovation ........................................................................ 25 SaaS and Packaged Application Services ..................................................................... 25

    APPENDIX E: END USER COMPUTING SERVICES ................................... 26 A Sharpened Focus on Consumer and End-User Requirements ............................... 26

    APPENDIX F: FULL LIFECYCLE SERVICE PORTFOLIO MANAGEMENT ...... 27 Empowered Product Management ...................................................................... 27

    Graduated Rollout of Service Portfolio ........................................................................ 27 Enhancing Competitiveness ...................................................................................... 27

    End-to-End Service Management Teams ............................................................. 28

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    Launching with Infrastructure-as-a-Service (IaaS) ....................................................... 28 Enhancing the Total Customer Experience through ITaaS .............................................. 28

    A New Team: Service Portfolio Management ........................................................ 28 APPENDIX G: TRANSFORMED SERVICE OPERATIONS ............................ 29

    ITSO Command Center: Redistribution of Support and Engineering Assets .............. 29 Consolidation Improves Efficiency and Effectiveness ............................................. 30 Enterprise Management and Automation Systems: Tool Set Standardization ............ 30 Continued Evolution of ITSO ............................................................................. 30

    Increased Efficiency with Tiered Service Levels ............................................................ 31 Refocusing on Customer Service ................................................................................ 31

    Enterprise-Wide Service Reliability and Efficiency Improvements ............................ 32