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IT creates business value
Page 1 2009-09-08, Ruge / Scheller
Harmonisierung von IT-Betriebsprozessen bei der Siemens AG
Michael H. Ruge, Ph.D.
SCN Process ExecutiveGovernance IT Infrastructure Siemens AG
Verena SchellerConsultantOPITZ CONSULTING München GmbH
IT creates business value
Page 2 2009-09-08, Ruge / Scheller
Agenda
Siemens AG
ARIS2Document at a glance
Technical realization of the ARIS2Document Solution
Benefits and advantages for Siemens
Back-up: Screenshots
IT creates business value
Page 3 2009-09-08, Ruge / Scheller
Our values – highest performance with highest ethics
Committed to ethical andresponsible actions
Responsible
Achieving high performance and excellent results
Excellent
Being innovative to createsustainable value
Innovative
IT creates business value
Page 4 2009-09-08, Ruge / Scheller
Siemens' innovations have changed the world
From the first electronic controls –to fully automated factories
From the invention of the dynamo –to the world's most efficient gasturbines
From the first views inside the body –to full-body 3D scansHealthcareHealthcare
IndustryIndustry
EnergyEnergy
IT creates business value
Page 5 2009-09-08, Ruge / Scheller
Committed to profit and growth
Active in three Sectors Revenue by region
Revenue and employees
100,000
80,000
60,000
40,000
20,000
500
400
300
200
100
20001985 1990 1995
Revenue in millions of euros
FY
As of September 30, 2008
398,000427,000Employees6,7555,739Free cash flow3,9091,859Income
83,91693,495New orders72,44877,327Revenue
FY2007FY2008Continuing operations (in millions of euros)
Americas
Germany
Europe, CIS,Africa (excl.Germany)
17%
36%26%
21%
2008
Key figuresEmployees in thousands
Asia, Australia,Middle East
Location of customer
7.7%
Healthcare€11.2 billion
Energy€22.6 billion
49%
29%
14.3%
Industry€38 billion
Cross-SectorBusinesses
€6 billion
IT creates business value
Page 6 2009-09-08, Ruge / Scheller
Organizational Structure
Corporate DevelopmentCD
Corporate Legaland Compliance
CL
Corporate TechnologyCT
Regional Clusters, Regional Companies
Regional Units
Corporate Financeand Controlling
CF
IndustryI
Corporate Human ResourcesCHR
Corporate Communicationsand Government Affairs
CC
Corporate InformationTechnology
CIT
Corporate SupplyChain and Procurement
CSP
Management ConsultingPersonnel
MCP
Cross-Sector Services
Industry AutomationI IA
Drive TechnologiesI DT
Building TechnologiesI BT
OsramI OSR
Industry SolutionsI IS
MobilityI MO
EnergyE
Fossil Power GenerationE F
Renewable EnergyE R
Oil & GasE O
Energy ServiceE S
Power TransmissionE T
Power DistributionE D
HealthcareH
Imaging & ITH IM
Workflow & SolutionsH WS
DiagnosticsH DX
Siemens IT Solutionsand Services
SIS
Siemens FinancialServices
SFS
Global Shared ServicesGSS
Siemens ManagementConsulting
SMC
Siemens Real EstateSRE
Managing Board
Sectors Corporate UnitsCross-Sector Businesses
IT creates business value
Page 7 2009-09-08, Ruge / Scheller
CIT – Corporate Information TechnologyGSS – Global Shared Services
CIT develops and provides necessary guidelines responsibilities and monitoring duties
CIT is responsible for… …designing high-performance, cost-effective and secure IT landscape. …establishing standardized end-to-end processes and information flows.
GSS manages and delivers... high quality, high reliability and cost effective SNX processes
GSS has its focus on quality and improvement programs.
IT creates business value
Page 8 2009-09-08, Ruge / Scheller
SNX – Siemens Network Exchange
SNX FactsSNX is serving Siemens employees• at more than 1700 locations• in over 90 countries• on 5 continents
The Corporate Wide Area Network SNX connects the Local Area Network (LAN) of all Units and Central Departments of Siemens worldwide.
SNX Services• Standard Multiprotocol Label Switching (MLPS)
connections• High-speed Metropolitian Networks (MAN)• Low-end connections based on Internet or DSL• Voice over IP• 24-hour customer service desk• Multi-carrier management• Service level reporting of all quality features
IP VPNCPE PEE3/T3/STM1
nxE1
CPE
PEE3/T3/STM1
nxE1
VPN
IT creates business value
Page 9 2009-09-08, Ruge / Scheller
SNX – Siemens Network Exchange
The Service Organization HandBook (SOHB) describes the co-operation betweenSiemens and a Service Provider in the provisioning of SNX Services.Operational Processes available at the SOHB:• Service Delivery
• Service Level Management• Financial Management• Capacity Management• IT Service Continuity Management• Availability Management
• Service Support• Incident Management• Problem Management• Change Management• Configuration Management• Release Management
Additionally the SOHB contains information about• Tools• Reporting• etc.
IT creates business value
Page 10 2009-09-08, Ruge / Scheller
Agenda
Siemens AG
ARIS2Document at a glance
Technical realization of the ARIS2Document Solution
Benefits and advantages for Siemens
Back-up: Screenshots
IT creates business value
Page 11 2009-09-08, Ruge / Scheller
…easy to understand for Siemens employees
…quick and comfortable creation of reports for the SNX management team
…input documents can be maintainedeasily by the SNX management team
…available for the Provider Managers of Siemens and other Siemens employees
…provides user-oriented process documentsto internal and external stakeholders
Basic Facts
…includes process information of different sources
- ARIS database- manual input documents
…supports flexibility and agility of processreporting with its user interface
…improves process awareness for non-ARISusers
…satisfies special needs of Siemens employees considering other kinds of documents
…offers the possibility of generating otherkinds of documents like manuals and guidelines
ARIS2Document… Benefits for SNX…
IT creates business value
Page 12 2009-09-08, Ruge / Scheller
SNX Service Provider 2
SNX Service Provider 1
Contractual Situation
SOHB
Global FrameAgreement
ITIL ® is a Registered Trade Mark, and a Registered Community Trade Mark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office
SNX service providers and Siemens have
Generic and ITIL ® conform processes
Provider specific processes
on the basis of the Global Frame Agreement.
Global Frame Agreement: Contractsigned between Siemens and eachService Provider providing SNX services
ITIL ® : IT Infrastructure Library; Collection of publications to the implementation of IT Service Management
IT creates business value
Page 13 2009-09-08, Ruge / Scheller
The Service Organization Handbook (SOHB) processes
IT Service Management
Service Delivery Service Support
IT Service Management
FinanceManagement
Service Level Management
CapacityManagement
AvailabilityManagement
ContinuityManagement
IncidentManagement
Problem Management
Change Management
Release Management
ConfigurationManagement
Service Desk
IT Service Management implies Service Delivery and Service Support processes. The SOHB contains these 10 ITIL-processes
and the function Service Desk.
“The Customer … is the person or group who defines and agrees the Service Level Targets.” 1)
“A person who uses the IT Service on a day-to-day basis.” 1)
1) ITIL Glossaries/Acronyms © Crown Copyright Office of Government Commerce. Reproduced with the permission of the Controller of HMSO and the Office of Government Commerce.
SNX Supplier
Customer User
IT creates business value
Page 14 2009-09-08, Ruge / Scheller
Customer and supplier management
Definition of processes
Generic processes
ITIL ® conform
Global FrameAgreement
ARIS2DocumentSolution
ARIS2Document Reportson file-sharing system
The Customer and Service Provider Management process has been optimized by the implementation of generic and ITIL ® conform processes and the use of the ARIS2Document Solution.
UserCustomer
IT creates business value
Page 15 2009-09-08, Ruge / Scheller
Benefits of ARIS2Document Solution
Reduction of maintenance costs
Automatic generationof documents
Presentation in graphicaland textual format
Support of different output formats
Multilingual output(English and German)
IT creates business value
Page 16 2009-09-08, Ruge / Scheller
Why OPITZ CONSULTING?
Process competence with ITIL ® experienceExpert knowledge in… …organizational implementation of processes in companies …target group-specific publication of business processes …developing and/or operating technical process-communication-solutions
Modelling competence in combination with methodical competence consideringthe design and formulation of processesA long experience in process management through projects with majorcompaniesMediator-skills for successful workshops with Siemens and Service Providers
Process-based Solution Engineering
Geschäftspro-zess-Analyse
OCSE Basis-Modellierung
Projekt-Evaluation
Data Warehouse Entwicklung
Softwareentwicklung
Enterprise Application Integration (EAI)
Service oriented Architecture (SOA)
Projekt-MonitoringKonzeption
Projekt-MonitoringImplementierung
Organisational Change Management
OPITZ CONSULTING
IT creates business value
Page 17 2009-09-08, Ruge / Scheller
Agenda
Siemens AG
ARIS2Document at a glance
Technical realization of the ARIS2Document Solution
Benefits and advantages for Siemens
Back-up: Screenshots
IT creates business value
Page 18 2009-09-08, Ruge / Scheller
Example for Report Generation of SOHB Documentation
1.
2.
3.4.
5.
Create (New) Development Document
Create Release Document
Search & Update Document Development Document uploaded
Release Document uploaded
This is the lifecycle of a SOHB Document.
IT creates business value
Page 19 2009-09-08, Ruge / Scheller
ARIS2Document Solution Architecture
Introduction (static)
ARIS2Document Report
Process (generated)
…. (static)
ARIS2DocumentSolution
ARISTM
Design ToolARISTM
Database
DevelopmentDocument
webdav-basedfile sharing system
hand-written input
webdav-basedfile-sharing-system
Aris2DocumentUser Interface
ReleaseDocument
ARIS is a Registered Trade Mark of IDS Scheer
ARIS2Document Solution architecture supports easy realization of SOHB document lifecycle.
IT creates business value
Page 20 2009-09-08, Ruge / Scheller
Agenda
Siemens AG
ARIS2Document at a glance
Technical realization of the ARIS2Document Solution
Benefits and advantages for Siemens
Back-up: Screenshots
IT creates business value
Page 21 2009-09-08, Ruge / Scheller
Benefits and Advantages for Siemens
Documentation and archiving standards flexible selection of report contents (‘‘Pick & Mix“) different usages for e.g. manuals, guidelines … Version management of all SOHB documentation
Efficiency through standardization ITIL ® conformity of processes processes and documentation for all Service Providers
Reduced maintenance costs repository-based documentation generic process models
Real-time generation and easy periodical updating increased quality of process and textual SOHB documentation
Fulfillment of Siemens Corporate Design rules templates ARIS convention handbook Reference Process House (RPH)
IT creates business value
Page 22 2009-09-08, Ruge / Scheller
● User-oriented● easy to understand SOHB documentation for non-ARIS
professionals● combination of graphical and textual presentation of
business processes
● Easy document sharing● storage of all generated documents on a webdav-based
file-sharing system● access from all over the world to the valid version of the
released document via Siemens Intranet
● Search functionality● search possibility over all released documents (e.g. search
tags, version numbers, …)● full adherence to compliance standards
Benefits and advantages for the community
UserCustomer
IT creates business value
Page 24 2009-09-08, Ruge / Scheller
Agenda
Siemens AG
ARIS2Document at a glance
Technical realization of the ARIS2Document Solution
Benefits and advantages for Siemens
Back-up: Screenshots
IT creates business value
Page 25 2009-09-08, Ruge / Scheller
ARIS2Document Solution User Interface (Modules)
Administration
Administration
Settings
Adminstrator
Creation
Search
User/Power User
The ARIS2Document Solution is menu-driven and supported by a graphical user interface.