Innovation & Outsourcing

Erik van Hooff & Armand BloemApril 2010

Consumerization?

>Consumerization[1] is a stable neologism that describes the trend for technology companies to bring new technology to the consumer market ahead of business markets.[2] Resulting in a switch of technology power from the work place to the home. Most employees are now finding that their home based IT is more capable than that provided in their workplace.

Who is doing this?

Astrid37 jaar

Account ManagerGescheiden2 kinderen

Werkt 2 jaar in deze functie

Duiken, koken, kinderen, reizen

Tjerk49 jaar

Engineer

Getrouwd met Wil

2 studerende kinderen

Werkt 23 jaar in deze functie

Tennis, fotografie

Jan61 jaar

Administratief Medewerker

Getrouwd met

1 kleinkind

Werkt 37 jaar in verschillende functies

Jazz, wandelen

Peter32 jaar

Sales Manager

Alleenstaand

Geen kinderen

8 maanden in deze functie

Voetbal, Dance feesten

DA B C

It is you!

The Next day at work…..

What does your CIO think about for 2010?

Productivity gains will come from collaborative and innovative

solutions that take advantage of new service-based and social media technologies, including

virtualization, cloud computing and Web 2.0 social computing

SLACost

Embed innovation in outsourcing deal?

How to align product portfolio with new trends in market

Integration service innovation in

contract?

Focus on SLA while remaining a good

employer?

Do we use the right technology in the

right way?

Do we meet expectations or are we managing the

SLA?

OutsourcerCustomer

Cost saving for service and labor, shift cost to

later years?

Focus on core activity and increase ICT

flexibility & quality?

How to increase the value of ICT to my

business?

Facilitate changing workforce

requirements over the contract period? Innovation

Customer Experience

What Drives the IT Outsourcing Client Experience

Image

Skills/Resources

Relationship

Process/Methodologies

Cost

Service Quality/Effectiveness

Service Capabilities/Delivery

Result

Factor

Source: Gartner survey published on 22nd of December 2009

Perception and Quality in transition period

Qua

lity

and

Perc

eptio

n

Time

Perception/satisfationImplementation of SLA

Source: 1) Gartner Dataquest Insight: What Drives the IT Outsourcing Client Experience, December 2009. 2) Change and outsourcing 3) CIO magazine

Decision to outsource

Transition

Early Experience

Sense of reality

SLA discussions/renegotiations

Effect of innovation

Result = Quality – Expectation

Innovation for the sake of….

Efficiency SustainabilityProductivity

Smart HappyFast

Private(On-Premise)

Efficiency of the Clouds

Infrastructure

(as a Service)

Platform(as a

Service)

Software(as a

Service)

Networks

Building Block Services

3rd PartyApps & SolutionsOnline ServicesLive Services

Datacenters

Microsoft SharePoint Services

Microsoft Dynamics CRM Services

Productivity in the New Way of Working

2005 2006 2007 2008 2009 2010

Place

Technology

People

CREATE SYNERGY BETWEEN PEOPLE AND TECHNOLOGY

Productivity in the New Way of Working

Personal Productivity

• Smarter communication• Email & task management

Team

Productivity

• Collaboration on documents• Smarter meetings

Enterpris

e Productivity

• Finding people and knowledge

Behavior

TechnologyCustomer

CREATE SYNERGY BETWEEN PEOPLE AND TECHNOLOGY

NWOW: Measured Best-Practice results

People

Technology

Place

Office-spaceProductivity

Travel – and work time

TCO workplace

Sick Leave

Attract and retain the right people

Cost of communication and collaboration

-15% -50%

-5% -30%

+15% -25%

+10% -30%

-5% -15%

-2% -20%

+10% +40%

-xx% -xx%

Minimum Maximum

-xx% -xx%

Negative Positive

Internal move-35% -60%

Green IT

Desktop:- Windows7 built in power

saving sleep mode

Server:- Microsoft Windows Server 2008 built in power saving

Server Virtualisation- Reduce # Windows Server

2008 virtualisation

Microsoft System Center:- Optimize consumption

(group policy, virtualisation, centralized reporting)

Green NWOW (virtual work)

Remote meetings- Unified Comm streamline comm and collab, reducing

the need to travel:Email, Voicemail, Instant Mess, tele & video conf

(Communicator, Live Meeting, Outlook,

Roundtable)

Online Collaboration:- Microsoft Office System:

One Note: Electronic notes, Info Path: digital processes,

SharePoint: Sharing & collab of Docs

Paperless office

Online Collaboration- Microsoft Office System:One Note: SharePoint:

Sharing & collab of Docs

Digital ProcessesInfopath: planning of

processes

Enterprise Content Management:

Manage & search lifecyle of unstructured content

Environmental Tools

Dashboarding

Environmental Dashboard(Dynamics):

Desktop CalculatorServer Calculator

Green Datacenters• Consolidation & resource optimalisation through outsourcing of data centers @ MSFT• Use of Co2 neutral datacenters @ MSFT (use of renewable energy)• Green Data Center knowledge & best practice sharing

Online Services

Microsoft & Environmental Sustainability Overall: Why & What

Sustainability

IMPACT – away from the cost tunnel vision!to create synergy between people and technology

CREATE SYNERGY BETWEEN PEOPLE AND TECHNOLOGY

Business & Workforce Analysis

Strategy Development

Infrastructure Review

Governance

Outsourcer Selection(s)

Service Realisation

Service Improvement

Measurable Results

Define Desired Results

Inspiration sessions

Themes/trendsProduct

Roadmaps

Factor4

Activity Analysis

Workstyle analysis

IO maturity model

IT2B

Offerings

ICT delivery matrix

Innovation RFP service

Outsource Selection Matrix

Risk assessment

Reference Architecture

Quality Assurance

Implementation Services

TAP/RDP programs

Health Checks

Inspiration sessions

Business Case Framework

Business Case Framework

Erik van Hooff: erikvanh@micrsoft.comArmand Bloem: abloem@microsoft.com

Thank you!

© 2010 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.