PBO3119BU Easy Buy Optimizes Private Cloud Service or ... · Easy Buy Optimizes Private Cloud Service Delivery VMworld 2017 ... 4 Lessons Learnt 3 VMworld 2017 Content: Not for publication

Kevin Lees – Chief TechnologistAhmed Al-Buheissi – Senior Solutions Architect

PBO3119BU

#VMworld #PBO3119BU

Easy Buy Optimizes Private Cloud Service Delivery

VMworld 2017 Content: Not fo

r publication or distri

bution

• This presentation may contain product features that are currently under development.

• This overview of new technology represents no commitment from VMware to deliver these features in any generally available product.

• Features are subject to change, and must not be included in contracts, purchase orders, or sales agreements of any kind.

• Technical feasibility and market demand will affect final delivery.

• Pricing and packaging for any new technologies or features discussed or presented have not been determined.

Disclaimer

2#PBO3119BU CONFIDENTIAL



bution

Agenda

1 Easy Buy – Overview

2 VMware Service Operating Model

3 Easy Buy Transformation

4 Lessons Learnt

3



bution

Easy Buy – Overview



bution

Introducing Easy Buy

• Easy Buy is one of the leading consumer finance companies in Thailand.

• Customer service is key at EASY BUY.

• With over 2 million customers nationwide, the focus is on improving customer experience with seamless anytime, anywhere, any device access



bution

Easy Buy – Challenges and Solutions

• Deploy virtual desktops to staff at HQ, operational centers and call centers

Better technology, to support 2,500 call-center staff

• Provide an environment that supports bring-your-own-deviceSecure, remote access

• Implement IT-as-a-Service where employees can automatically activate IT services on their own

Traditional infrastructure model, of manually deploying and managing each

server.

• Deploy private-cloud-based applicationsInefficient, slow, high cost operations; large probably of human errors.

• Formalize people and process policies.Lack of people skills to manage and operate infrastructure

6



bution

“With VDI, our IT service management became faster by 85%, from taking hours to minutes.”

“No matter how modern our technology is, if the employees and processes don’t change accordingly, everything will still not run smoothly.”

Mr. Chatchai Lertbuntanawong, CIO, EASY BUY Plc



bution

“With the SDDC, Software Defined Data Center, our speed with providing IT services went up by 90%, from taking days to only hours.”

“Easy Buy saw Operation Transform Service as the heart of the third phase of the transformation.”

Mr. Chatchai Lertbuntanawong, CIO, EASY BUY Plc



bution

Easy Buy Operations Transformation Goals and Objectives

Define a new ICT Operating Model that can support Easy Buy’s ICT and Business strategies and priorities

Benchmark and enhance current processes to align with new ICT Operating Model and support delivering IT as a Service

Raise ICT staff skills and knowledge, especially in SDDC

9



bution

Desired Outcomes

Meet ICT ComplianceEnhance Application and System Availability, Resiliency and Continuity

Capabilities to Deliver IT as a Service and Implement Showback/ Chargeback for all ICT services

Apply and Deploy Big Data & Analytics

10



bution

VMware Service Operating Model



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Service Oriented Operating Model Principles

Service oriented: Service-focused, delivering what the user needs when they need it and at the level of service they require

Integrated: Ensure operating model success through cross-functional communication and cooperation

Organizational

Standardized self-service catalog: Increase agility and decrease “time to value” while making end-users more self-sufficient.

Extensive automation: Increase responsiveness and reduce risk when provisioning / deploying / managing services and infrastructure

Policy-based control: Increase standardization and governance

Proactive, integrated operations: Increase efficiency and service levels across the environment through proactive processes using integrated, “fit-for-purpose” tools

Financial management & measure: Deliver and manage value added services to the business based on an understanding of cost, risk, compliance & business value while making informed decisions based on continuous measurement

Operational

12



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Service Driven Capability Model

13

Service Driven3

Ad-Hoc

Basic

Controlled

Business Automation

Optimized ITaaS

2

1

0

5

4

Automated, policy-driven operational

control

Automated process management and

operational controls

Complete operational control and

quality of service assurance

Limited control over virtualization and

cloud computing layers

Defined for virtualization environment

No support for virtualization or cloud

computing

All IT functionality delivered "as a

service" with continuous process,

service and performance

improvements, based on predictive

capabilities

Business critical services offered and

controlled within the virtualization or

cloud computing layers with detailed

measurements and metrics

Services governance and lifecycle are

defined. Design and development

processes for services are

established with financial

transparency at the service level.

Objectives defined, limited

automation, manual or automated

integration with existing IT processes

(change, configuration)

Adapted for virtualization, largely

manual with basic operational

controls defined (monitoring, error

notification)

Objectives undefined, ad-hoc and

manual

Fully transitioned org structure with

Portfolio Managers, Service

Managers, Converged Architects and

Incubation Teams

Expanded operations roles, including

process owners, service owners,

front-office (Cloud Service Team) and

Cloud Infrastructure Services Team

(back-office)

Ongoing role implementation with

service delivery focus and Cloud

Infrastructure Services Team (back-

office) focused

Initial set of roles established,

especially service owner

Roles specialized for management of

virtualization environment

Roles are undefined

ProcessOperational Tools &

Technology Roles

Reactive

Proactive

Predictive



bution

Service Oriented Operating Model

14

Operational Guidelines for IT as a Service Delivery

Enabling Functions(i.e. Finance, Human Resources, Enterprise Architecture)

IT S

trate

gy &

Go

ve

rna

nc

e

Cloud Service Lifecycle Management

Infrastructure as

a Service

Platform as a

Service

Digital Workspace

as a Service

Data Analytics as

a Service

Custom Solution

as a Service

Digital Innovation

Lab“X” as a Service

LOB LOB LOB LOB LOB LOB

Business Demand

LOB

Service Portfolio Management

Service Portfolio Service Catalog Self-Service Portal

Business Relationship & Demand Management Cloud Service Management

Service Desk / Control Center

Incident, Problem, Event, Configuration

and Change Management

Other processes as needed



bution

Cloud Service Teams Interactions

15

Pro

gra

m &

Pro

ject M

an

ag

em

en

t

Stra

teg

y, G

ove

rna

nce

& B

usin

ess M

gm

t.

En

terp

rise

Se

rvic

e M

an

ag

em

en

t

IT Portal

Infrastructure as a Service Platform as a ServiceDigital Workspace as a

ServiceBig Data as a Service “X” as a Service

Service Consumers

OLAsNetwork

Profiles/Blueprints

Storage

Profiles/Blueprints

Security

Profiles/Blueprints

Compute

Profiles/BlueprintsCloud Infrastructure Services


AutomateDeploy OperateDesign & BuildService Owner

Cloud Service Teams

Service

Quality

Policy-based Automated

Service ProvisioningService

Operations

Design, Develop, Release

& MarketDefine & Cost

Service Owner SL

As

PublicManagedPrivate

Hybrid Cloud



bution

Cloud Service Teams InteractionsPlatform as a Service Example

16

IT Portal (self-service, API, CLI)

Platform as a Service

Application Development / DevOps Team

OLAsNetwork

Profiles/Blueprints

Storage

Profiles/Blueprints

Security

Profiles/Blueprints

Compute

Profiles/BlueprintsCloud Infrastructure Services


AutomateDeploy OperateDesign & BuildService Owner

Platform as a Service Team

Platform

Quality

Policy-based Automated

Service ProvisioningPlatform

Operations

Platform Design, Develop,

Release & MarketPlatform Define & Cost

Service Owner

SL

As

Pro

gra

m &

Pro

ject M

an

ag

em

en

t

Stra

teg

y, G

ove

rna

nce

& B

usin

ess M

gm

t.

En

terp

rise

Se

rvic

e M

an

ag

em

en

t

PublicManagedPrivate

Hybrid Cloud



bution

Easy Buy Operations TransformationInitial Project Scope



bution

Operations Transformation Services (OTS) Project Scope

Operational Readiness Assessment

Organization Design & Planning

Service Costing Process

Operations Transformation for

Cloud Management

18

1

2 3 4



bution

Project Schedule

W1 W2 W3 W4 W5 W6 W7

Project Kick Off

Phase 1: Operational Readiness Assessment

Phase 2: Organization Design & Planning

Phase 3: Service Costing Process

Phase 4: Operations Transformation for Cloud Management

19



bution

Easy Buy TransformationOperational Readiness Assessment



bution

Service Driven Capability Model

21

Service Driven3

Ad-Hoc

Basic

Controlled

Business Automation

Optimized ITaaS

2

1

0

5

4

Automated, policy-driven operational

control

Automated process management and

operational controls

Complete operational control and

quality of service assurance

Limited control over virtualization and

cloud computing layers

Defined for virtualization environment

No support for virtualization or cloud

computing

All IT functionality delivered "as a

service" with continuous process,

service and performance

improvements, based on predictive

capabilities

Business critical services offered and

controlled within the virtualization or

cloud computing layers with detailed

measurements and metrics

Services governance and lifecycle are

defined. Design and development

processes for services are

established with financial

transparency at the service level.

Objectives defined, limited

automation, manual or automated

integration with existing IT processes

(change, configuration)

Adapted for virtualization, largely

manual with basic operational

controls defined (monitoring, error

notification)

Objectives undefined, ad-hoc and

manual

Fully transitioned org structure with

Portfolio Managers, Service

Managers, Converged Architects and

Incubation Teams

Expanded operations roles, including

process owners, service owners,

front-office (Cloud Service Team) and


(back-office)

Ongoing role implementation with

service delivery focus and Cloud

Infrastructure Services Team (back-

office) focused

Initial set of roles established,

especially service owner

Roles specialized for management of

virtualization environment

Roles are undefined

ProcessOperational Tools &

Technology Roles

Reactive

Proactive

Predictive



bution

How Was the Operational Readiness Assessment Conducted

• How ready is Easy Buy IT operations for SDDC/ Cloud?

• How well is Easy Buy IT using VMware?

• How does Easy Buy IT staff rate itself?

• How well-run is Easy Buy IT Compared with others?

External Perspective

Internal Perspective

Independent Party’s

Perspective

VMware

Product Perspective

22

Multi-Faceted Assessment Ensures We Cover All Grounds



bution

Key Recommendations

23

Organization

Business Relationship Manager

Business IT

Business Perspective Address business challenges through IT

Align IT with business direction

Negotiate & clarify business requirements

Obtain budget

Review IT performance

Service/ Product Owner

Business Process Owner

Technical Perspective Accountable for end-end solution

Technical direction

Technical requirements

Review changes

IT



bution

Key Recommendations

24

Organization

Independent of ITO and ITP

Develop and implement security policies, procedures

and standards for infra, application & data

Drive information security awareness

Monitor security posture and remediationVMworld 2017 Content: Not fo


bution

Key Recommendations

25

Processes & Best Practices

Change Calendar

Communication tool

Visibility & pre-emption

Scheduling and avoid conflicts in changes

and resources

Change Window

Consolidate minor changes and reduce

downtime

Outside window for incidents



bution

Key Recommendations

26

Processes & Best Practices

Standardize on an Agile Project Methodology and Tool

Apply Agile to Infrastructure and Software Development projects

Run projects better

Increase rate of delivery



bution

Key Recommendations

27

Tooling & Automation Role-Based Access to System Monitoring

Dashboards and Management Tools

Create different access roles for Helpdesk, Service,

Operator, System Support and Developer

Reduce communication ‘Ding-Dongs’

Improve time to resolve

Enhance productivity

Self service to system and infra configuration

necessary for support, troubleshooting, change

planning and development e.g. OS, software version,

services running, memory utilization, active sessions,

etc.



bution

Key Recommendations

28

Tooling & Automation

Implement Lights Out Data Center and Management By Exception

✓ Remote management and control e.g. KVM IP, Dell DRAC, HP iLO, etc.

• Continuous monitoring of CPU temperature, Fan, Hardware

• Rebooting and shutdown

• Operating system reinstallation

✓ Reduce physical checks and paperwork which can be monitored

continuously by tools

✓ Optimize operator resources and schedule to go onsite when job requires

physical presence



bution

Key Recommendations

29

Training & Development

Define & Implement Role-Based Training Plan

✓ Training and development for each Role

✓ Include professional certification – e.g. min

certification required for the role

✓ Enhance in-house skills and competencies

✓ Enhance productivity, quality and staff morale

Role 4

Area Course Name Duration VMware Education Price Per

Pax

VMware Education Tentative

ScheduleEstimated Total Cost

Server VirtualizationvSphere: Install, Configure,

Manage5 days 9,999$ XXX 9,999$

Automated Disaster RecoveryvCenter Site Recovery Manager:

Install, Confgure and Manage2 days 9,999$ XXX 9,999$

Cloud ManagementvCenter Operations Manager:

Analyze & Predict2 days 9,999$ XXX 9,999$

Cloud Management

vCenter Operations Manager:

Advanced Usage and Dashboard

Design

3 days 9,999$ XXX 9,999$

Configuration & Compliance

Management

vCenter Configuration Manager:

Install, Configure, Manage3 days 9,999$ XXX 9,999$

Cloud AutomationvCloud Automation Center:

Install, Configure, Manage5 days 9,999$ XXX 9,999$

Server Virtualization VCP-DCV 9,999$ XXX 9,999$

Cloud Automation VCP-Cloud 9,999$ XXX 9,999$

Network Virtualization VCA-NV 9,999$ XXX 9,999$

CloudCloud Fundamentals [Self-Paced

eLearning]2-3 hrs -$

Server Virtualization

Data Center Virtualization

Fundamentals [Self-Paced

eLearning]

2-3 hrs -$

Server VirtualizationvSphere Security Fundamentals

[Self-Paced eLearning]2-3 hrs

SDDC Administrator

SDDC Capacity & Performance Analyst# of PAX

VMware Training

VMware Certification

eLearning



bution

Easy Buy TransformationOrganization Design & Planning



bution

Service Oriented Operating Model – Organizational Perspective

31

Monitoring Tools

Service Desk / Service Operation

CenterCloud Infrastructure Services Team

Cloud Service Teams

Service Consumers

Service Consumers

Physical Infrastructure



bution

Roles to Support Process and Tool Change

32

Cloud Infrastructure

Services Team

Service Owner

Architect

Engineers

Analysts

Administrato

rs

Developers Cloud Service Team

Service Owner

Architect

Engineer

Analyst/QA

Administrator

DeveloperPortfolio

Manager

Cloud Business

Manager

Policy/Blueprint

Manager

Portfolio Management

Team

Business

Relationship

Manager



bution

Approach To Organization Planning & Design

33

Average of Experience Level Skills

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MontreeAnuduang 0 0 1 0 1 2 0 0 1 0 0 2 0 1 0 0 2 0 0 0 0 0 2 0 0 1 0 0 1 0 2 1 1 2 1 2 2 2 0 1 2 1 0 1 1 1 0 1 2 1 1 1 3 0 1 0 1 0 1 0 1 0 2 0 1 1 1 2 1 1 0 1 3 0 0 3 2 3 0 0 0 0

NarisornGessunk 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 0 0 0 0 0 0 0 0 0 2 0 0 0 2 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 3 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 0 0 0 0 2 0 0 2 0

NawanitBoonploy 0 2 0 0 0 3 0 1 0 0 0 0 0 0 0 0 3 0 0 0 0 3 0 2 0 0 0 1 0 0 4 3 1 3 0 0 2 0 0 0 0 0 0 0 0 0 0 0 2 2 0 0 2 0 0 2 0 0 0 0 0 0 0 0 3 0 2 0 0 0 0 0 1 0 1 0 0 0 0 0 1 0

NiyomSaranrittichai 0 0 0 0 2 0 2 0 2 0 0 0 2 0 0 0 3 3 0 0 3 0 2 3 0 2 2 0 0 1 2 0 3 0 0 1 2 1 0 0 1 0 3 2 1 0 0 1 1 3 3 2 2 0 3 3 3 0 1 0 0 0 2 3 1 0 0 2 0 3 0 0 2 3 2 1 3 4 3 3 3 2

NuttheeSrihajak 3 0 3 1 4 1 2 0 3 2 2 2 2 1 2 2 5 2 2 1 0 3 5 3 1 3 3 2 1 2 4 2 3 3 0 2 5 3 0 1 3 0 3 1 2 0 0 2 3 3 3 4 4 2 3 5 3 2 4 2 0 0 2 2 0 3 2 3 3 3 0 3 2 3 0 1 5 5 2 3 4 4

OrapanRitbunlap 1 4 5 1 4 4 5 5 4 5 2 2 5 1 0 3 4 2 3 2 2 3 1 3 2 1 0 1 0 1 3 1 5 1 1 2 2 1 0 1 3 0 1 1 0 1 3 2 4 3 4 2 4 4 5 5 4 3 2 4 0 2 1 5 0 4 0 3 4 0 0 0 1 4 4 1 4 3 3 5 5 3

OrapongChaimaungcheun 0 0 2 0 3 0 0 0 0 0 1 0 0 1 2 0 0 3 0 0 0 0 0 0 0 0 0 3 0 0 3 2 0 1 0 0 0 0 0 3 1 0 1 0 0 0 0 0 0 0 0 0 2 0 0 0 0 0 0 0 0 0 1 0 0 0 0 3 3 0 0 2 2 0 0 2 0 0 1 0 0 0

PailinRamruay 0 0 1 2 2 0 1 1 1 1 1 0 1 1 1 0 2 2 0 0 1 1 0 1 0 1 1 1 1 1 1 1 1 0 1 0 1 0 1 1 2 1 1 1 1 1 1 0 1 0 0 2 2 0 1 1 0 0 0 0 0 0 1 1 1 1 1 1 2 2 0 0 2 2 0 2 1 1 2 1 0 1

PantiraInpim 0 1 5 2 1 5 5 5 3 5 0 4 5 1 0 4 5 3 0 4 4 0 2 3 4 2 0 2 0 1 4 3 2 1 2 4 3 1 0 0 1 1 0 2 0 0 3 2 4 1 5 5 5 5 1 5 5 4 5 5 0 2 2 5 0 4 2 3 3 0 0 0 1 5 5 0 5 5 5 5 5 5

PariwatKuntayanugoolgit 0 1 2 2 2 1 1 0 0 1 0 2 1 2 2 0 2 1 0 0 0 0 1 1 0 0 2 1 0 1 2 1 1 0 0 2 1 0 0 2 2 0 2 0 0 1 1 1 3 2 1 1 2 2 2 1 1 0 0 0 0 0 2 1 0 0 2 2 2 1 0 2 3 1 1 1 0 2 0 0 0 0

PatchareeKerdpikul 1 0 0 0 0 0 0 0 1 0 0 0 1 0 0 0 2 0 0 0 0 0 0 1 0 1 0 1 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 1 0 0 0 0 1 0 0 0 0 1 0 0 1 1 0 1 0 1 0 0 0 0

PattamaChootan 1 0 2 0 2 0 2 1 1 3 1 0 2 0 0 0 0 0 0 0 3 1 0 2 0 0 0 0 0 0 2 2 0 1 0 2 1 1 0 0 0 0 0 0 0 0 0 0 2 3 2 0 2 0 3 3 3 0 0 0 0 0 0 2 0 0 0 0 0 0 0 0 0 3 3 0 0 3 3 1 3 2

PattaraNutamarn 1 0 2 3 3 3 2 2 1 2 1 3 1 2 2 3 3 2 1 1 1 2 3 2 2 2 0 3 1 1 3 2 2 3 2 2 3 3 2 2 2 2 1 0 1 1 0 1 3 0 3 2 2 2 3 1 2 2 2 3 2 0 3 1 1 2 3 2 3 2 0 2 4 1 0 1 0 1 0 1 2 1

PennapaSiriyot 1 0 1 0 0 0 2 0 0 2 0 0 1 0 0 0 1 0 0 0 1 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 0 0 0 2 1 2 0 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 1 1 0 1 1 1 1 1 1

PermyotChanhom 0 0 2 2 2 0 0 0 0 0 0 1 1 1 2 0 2 3 0 0 0 0 1 0 0 2 0 2 0 2 3 1 0 0 0 1 1 0 1 3 1 1 3 1 0 1 0 1 1 0 1 0 2 0 0 0 1 0 0 0 2 0 1 0 2 1 2 3 1 0 0 1 2 0 2 3 2 3 1 1 0 1

PimonpanPhotilert 0 0 3 1 3 2 2 0 2 1 0 1 1 2 3 0 3 2 0 0 1 1 0 3 0 0 2 2 0 1 2 0 2 0 0 0 1 0 0 0 2 0 2 0 0 0 0 0 3 2 2 1 2 3 2 3 2 2 3 3 0 0 2 2 0 1 0 3 3 2 0 0 1 3 1 1 3 3 3 3 3 2

PimpaTidnon 0 0 0 0 1 2 0 0 0 0 0 2 0 1 0 1 3 0 0 0 0 0 2 0 0 1 0 0 0 0 2 0 1 3 1 0 2 0 0 1 2 1 0 0 0 1 0 0 3 1 1 0 3 0 0 0 0 0 0 1 0 0 3 0 0 1 1 3 1 0 0 2 3 0 0 1 1 3 0 0 0 0

PongsakSiriphol 0 0 2 2 3 0 0 0 0 0 0 1 1 0 1 0 2 3 0 0 0 0 1 0 0 3 1 2 1 2 2 2 0 0 2 2 2 2 3 3 2 3 1 1 1 0 1 0 0 2 1 2 0 0 0 3 0 0 0 2 0 1 0 3 0 1 3 3 1 0 1 2 0 1 3 2 3 2 2 0 1

PornchaiRojana-amornchai 0 0 0 3 2 2 1 0 0 0 1 1 0 2 2 2 1 3 3 2 2 1 3 1 1 1 0 3 2 0 3 3 0 2 2 1 2 1 0 3 2 2 2 1 0 1 0 0 3 1 1 0 2 2 1 0 1 3 3 2 0 2 0 1 1 3 3 2 2 1 1 2 2 1 2 0 0 0 0 0 0 1

PornpojSitthigon 0 0 3 2 2 0 1 0 1 1 1 3 1 2 2 0 3 2 2 3 0 1 2 0 1 2 4 3 3 3 2 2 0 0 2 1 2 3 4 3 3 3 3 3 2 0 1 2 0 2 3 2 1 3 0 4 2 1 2 1 0 2 1 2 2 2 2 2 2 2 2 5 2 3 5 2 3 3 0 1

PrajakJongkraijak 0 0 0 0 0 1 4 1 3 4 1 0 3 0 0 2 2 3 0 0 3 2 0 1 0 0 0 0 0 2 1 1 3 0 0 0 1 0 0 0 0 0 3 0 0 0 1 0 3 3 4 4 1 3 4 4 4 2 3 3 0 0 0 4 0 1 0 0 0 0 0 0 1 4 3 0 4 4 4 4 4 4

RattapornPreechasart 1 0 3 1 2 0 2 0 2 2 0 2 2 2 1 1 3 1 0 0 3 0 2 4 1 1 0 0 0 3 3 0 4 2 0 1 2 2 0 2 1 0 2 2 0 1 0 2 1 0 2 4 3 1 2 2 2 1 1 1 0 2 3 2 1 1 1 3 3 1 0 0 3 3 2 2 4 4 2 2 2 2

RawatTongpon 2 3 4 3 5 3 4 3 2 3 2 3 3 5 3 3 3 2 2 4 5 3 5 5 3 3 2 5 0 3 5 2 5 3 2 2 3 2 2 3 2 2 3 3 2 3 3 3 5 3 5 3 4 5 5 5 3 5 3 5 4 0 5 3 3 5 5 3 5 2 1 3 4 4 5 3 3 3 5 4 5 5

SaritaPhuyphol 0 1 1 1 1 1 1 1 0 1 0 1 1 1 1 0 2 0 0 0 2 0 1 3 0 2 0 1 0 0 1 0 3 1 0 0 0 1 0 1 1 1 1 1 0 1 1 1 0 1 2 3 1 0 2 3 2 0 0 0 1 0 1 1 0 0 1 1 1 0 0 1 1 3 4 0 3 3 3 2 3 2

SasipenKriangchieocharn 2 0 4 4 4 4 5 4 3 5 3 4 5 4 4 4 3 3 4 4 3 3 2 2 1 2 2 4 3 2 4 2 2 2 3 2 3 2 3 4 3 4 3 1 2 2 4 1 4 5 5 2 4 4 5 2 5 4 4 4 4 4 4 5 2 4 2 4 4 3 4 1 4 3 4 3 3 2 3 4 4 4

SathaneeAssavasiramanee 1 0 0 0 3 3 3 3 1 2 0 0 3 3 0 2 3 0 4 3 4 1 2 3 1 0 0 2 0 0 3 0 1 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 3 3 2 1 3 2 3 4 3 2 3 3 0 3 0 1 0 3 0 4 2 0 0 0 0 3 3 0 3 0 4 3 3 3

SirinapaLertjaruchokajorn 2 0 4 0 5 4 5 1 4 5 1 0 5 0 0 3 0 4 0 0 4 0 0 0 1 0 0 1 0 0 3 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 4 5 5 0 3 0 5 3 5 4 2 4 0 0 0 5 0 0 0 5 5 0 0 0 0 4 5 0 0 0 3 4 5 5

SudawadeeManinetr 2 0 2 0 2 2 3 5 3 4 1 2 2 1 0 1 3 2 0 1 2 2 1 1 0 3 2 1 0 3 2 3 0 0 0 1 0 2 0 1 1 0 3 0 0 0 1 2 2 0 4 2 1 2 5 3 5 2 0 0 0 1 3 3 5 1 0 4 0 3 2 0 1 3 4 0 3 2 5 3 3 5

SunantaBunsaner 2 0 3 0 4 0 5 4 3 4 3 3 4 0 2 3 0 3 0 0 4 4 3 1 1 3 4 0 0 1 2 3 5 2 1 2 2 1 0 2 0 0 3 0 1 1 0 1 5 4 4 4 3 5 4 5 4 5 4 4 2 0 0 4 2 4 2 4 4 4 0 2 2 5 4 0 4 5 5 5 4 5

SuntaraMongkonsuk 1 0 3 1 3 1 3 1 2 3 2 2 3 1 1 0 2 2 2 1 2 2 3 2 2 2 1 1 0 1 5 1 2 1 0 1 1 2 0 1 2 0 2 0 0 2 1 1 2 3 3 3 4 2 3 3 3 2 3 0 0 0 3 3 2 0 2 2 3 2 1 2 3 2 3 3 3 3 3 3 4 3

SupattraEkrueang 0 0 0 0 0 0 2 0 2 1 0 0 1 0 0 0 1 0 0 0 1 0 0 2 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 3 1 0 0 0 0 0 0 2 0 0 0 0 0 0 0 0 0 1 0 0 0 0 1 0 2 0

SupawadeeLikitparinya 0 0 0 0 1 3 3 3 2 3 0 1 3 0 1 2 3 3 0 0 5 2 0 1 0 0 0 0 0 1 2 0 0 0 0 1 1 1 0 0 2 0 1 2 0 0 3 0 3 3 3 2 0 3 5 5 5 1 0 2 0 0 2 3 1 3 0 3 1 0 0 0 0 5 5 0 5 5 2 5 5 4

SupawadeeTongta 1 0 2 0 0 0 3 0 3 2 1 0 3 0 0 0 4 3 0 0 3 0 2 4 0 4 2 2 0 1 0 3 3 5 3 1 4 4 0 2 3 3 4 1 1 0 0 2 0 3 4 4 1 0 3 5 2 0 0 0 0 0 0 2 3 0 2 2 0 3 0 1 2 4 4 2 4 4 4 5 4 4

SurasakLimsangmanee 0 0 3 0 0 3 0 0 0 0 0 2 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 0 0 2 3 0 0 0 0 0 0 0 3 0 0 0 0 0 0 0 0 3 3 2 0 2 2 3 0 2 0 3 2 2 0 2 0 0 3 0 0 0 0 0 3 2 0 0 2 0 0 0 2 0 0

SutheePrachitkhornburi 2 3 3 1 3 2 1 1 0 1 1 3 2 2 2 1 3 2 0 0 1 2 2 2 2 2 2 2 1 2 3 3 2 2 3 3 3 1 2 2 2 3 1 3 3 2 2 2 2 1 1 2 3 1 2 1 2 1 3 1 1 0 1 2 2 2 2 3 3 1 1 1 3 1 1 3 1 1 1 1 1 1

TanananWatcharaporn 0 0 0 2 2 2 2 0 0 0 0 1 2 2 0 0 0 2 0 1 0 1 0 0 0 0 0 0 0 0 0 2 0 0 0 0 2 0 0 0 0 0 2 0 0 0 0 0 0 0 2 0 2 0 1 1 0 2 0 2 0 0 0 0 1 1 1 3 1 0 0 0 0 0 0 2 2 0 1 0 0 0

ThanawutLimsawart 2 0 0 4 3 1 1 1 2 1 1 1 1 2 3 3 2 2 1 1 1 1 2 1 3 3 1 3 1 3 3 3 0 2 3 2 3 3 3 3 3 3 3 1 2 3 1 0 3 1 1 2 3 2 1 0 1 3 3 3 3 1 1 2 3 3 2 3 3 2 2 2 4 2 1 4 3 3 1 0 0 2

ThanongsakWeerasak 0 1 0 0 1 2 0 1 0 0 0 0 0 0 0 0 3 0 0 0 0 2 1 1 0 0 0 1 0 1 3 3 1 2 0 1 1 0 0 0 0 0 1 0 0 0 0 0 2 1 1 0 2 1 1 1 1 0 0 1 1 0 0 0 0 1 2 0 0 0 1 0 1 0 1 2 0 1 0 1 1 1

ThawinChuayupakarn 0 0 1 1 0 0 0 0 0 0 0 2 0 0 0 0 1 0 0 0 0 0 1 0 1 0 0 1 0 1 1 0 0 0 0 1 0 0 0 2 0 0 0 1 1 2 0 3 0 0 0 0 1 0 0 0 0 0 0 0 1 0 0 0 0 0 3 1 0 0 0 1 2 1 0 1 0 2 1 0 0 0

ThipparatAunglee 0 2 0 0 2 3 2 2 1 3 0 0 3 0 0 0 2 1 0 0 3 0 1 2 0 0 0 1 0 1 2 0 4 0 0 0 0 2 0 0 1 0 0 2 0 0 2 1 0 2 2 3 2 0 2 5 2 0 1 1 0 0 1 2 1 0 1 2 2 0 0 1 1 3 3 1 2 1 4 3 3 3

ThunthideeThaworn 0 0 1 0 0 1 0 0 0 0 0 0 0 0 0 0 2 2 0 2 1 0 0 0 0 0 0 0 0 0 1 0 0 0 0 0 1 0 0 0 0 0 1 0 0 0 0 0 2 0 0 0 0 1 0 0 1 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 1 0 0 0 0 1 0 0 0 0

ViratphonAwiruttiyotin 1 0 0 0 1 1 0 0 0 0 0 1 0 1 2 1 2 0 1 1 0 0 2 0 0 1 0 0 1 0 2 1 1 2 1 0 1 0 0 1 2 1 0 0 0 1 0 0 3 1 1 0 2 0 1 0 1 0 0 1 1 0 1 0 1 1 1 1 1 0 0 2 3 0 0 1 1 3 0 0 0 0

ViruyaLangkhulanon 2 0 0 0 0 3 3 3 0 4 0 0 3 0 0 0 0 0 0 0 4 0 0 3 0 0 0 0 0 0 3 0 0 0 0 0 3 0 0 0 0 0 0 0 0 0 0 0 2 3 3 0 3 0 4 4 4 0 0 0 0 0 0 3 0 0 0 0 0 0 0 0 1 3 3 0 0 0 4 3 3 2

VoravitKemthong 0 0 3 0 2 2 3 0 2 2 0 2 2 0 0 0 2 1 0 1 3 2 3 3 0 1 1 1 0 1 2 1 0 1 0 1 2 1 0 2 1 0 1 2 0 0 0 2 0 1 1 3 3 0 1 3 1 1 1 1 1 0 2 3 0 0 1 2 2 3 0 1 2 3 3 1 4 3 3 2 3 2

VutipongChumarom 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 0 0 0 1 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 2 0 0 1 0 2 1 0 0 0 0 0 0 1 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 0 1 2 0 1 3 0 3 0 0 0 0

WacharachaiSainath 0 1 2 3 3 1 1 1 1 1 1 2 1 3 3 1 3 1 1 1 1 1 2 1 1 1 1 1 0 1 2 3 1 3 0 1 1 1 0 2 0 0 1 1 1 2 1 1 1 1 1 1 2 1 1 1 1 1 1 1 1 1 2 1 1 1 2 3 3 1 1 2 2 1 1 1 1 1 1 1 1 1

WanwimolUdomwetayanun 1 0 1 0 0 0 1 0 0 2 0 0 2 0 0 0 1 0 0 0 1 0 0 2 0 0 0 0 0 0 1 1 0 0 0 0 1 0 0 0 0 0 0 1 0 0 0 0 0 0 1 0 1 0 2 3 1 0 0 0 0 0 1 2 0 0 0 0 0 0 0 0 1 1 2 0 1 0 1 1 2 1

WaranpornBoonkasem 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 0 0 3 0 0 0 0 0 0 0 0 0 0 0 0 0 2 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 2 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

WiboolYothasiri 2 0 1 4 4 0 0 0 3 0 1 2 0 3 4 0 3 2 2 2 2 1 3 1 1 1 3 4 2 1 4 3 1 3 2 3 3 3 0 3 4 2 1 2 3 0 1 0 0 0 1 4 1 0 0 0 0 0 0 3 2 3 0 4 0 2 4 4 3 1 3 4 2 1 5 1 5 2 1 1 1

Skills & Capabilities Profiling of 68 StaffOver 80 Skill Areas

Operations Readiness Assessment

High Level IT Operating Model Design

Pain-pointsChallenges

Gaps

Existing Skillsets

Category Subcategory Skill CodeResponsibility

LevelDescription

Strategy and

architecture

Business strategy and

planningInnovation INOV 5

Actively monitors for, and seeks, opportunities, new methods, trends, capabilities and products to the

advancement of the organisation. Clearly articulates, and formally reports potential benefits from both

structural and incremental change. Encourages and motivates colleagues to share creative ideas and

learn from failures.

Strategy and

architecture

Technical strategy

and planning

Solution

architectureARCH 5

Uses appropriate tools, including logical models of components and interfaces, to contribute to the

development of systems architectures in specific business or functional areas. Produces detailed

component specifications and translates these into detailed designs for implementation using selected

products. Within a business change programme, assists in the preparation of technical plans and

cooperates with business assurance and project staff to ensure that appropriate technical resources are

made available. Provides advice on technical aspects of system development and integration (including

requests for changes, deviations from specifications, etc.) and ensures that relevant technical

strategies, policies, standards and practices (including security) are applied correctly.

Development

and

implementation

Systems

developmentSystems design DESN 5

Specifies and designs large or complex systems. Selects appropriate design standards, methods and

tools, consistent with agreed enterprise and solution architectures and ensures they are applied

effectively. Reviews others' systems designs to ensure selection of appropriate technology, efficient

use of resources, and integration of multiple systems and technology. Contributes to policy for

selection of architecture components. Evaluates and undertakes impact analysis on major design

options and assesses and manages associated risks. Ensures that the system design balances functional,

service quality, security and systems management requirements.

The Solution Architect is responsible for the development of the technology solutions and mapping the business requirements to systems/technical

requirements to ensure they are in line with the enterprise architectural plan.

• Review, interpret and respond to detailed business requirements specifications (BRS) to ensure alignment between customer expectations and

current or future ICT capability

• Provide input to the strategic direction of technology investments to assist in the development of the enterprise architecture and maximise the

return on technology investment

• Within the agreed enterprise architecture, define and design technology solutions to assist the business in meeting their business objectives

• Develop, test and implement technology solutions and report on delivery commitments to ensure solutions are implemented as expected and to

agreed timeframes

Role

Primary Purpose of Role

Key Accountabilities

Solution Architect

Define Role DescriptionsCore Skills &

Competencies

Business Process System Product/ Service Owner Primary System Owner Secondary System Owner

Accounting/Finance NCB/ATM/PCC Gateway OrapanRitbunlap NiyomSaranrittichai KachenTananjaiwin

Accounting/Finance Payment Online Web Service OrapanRitbunlap KachenTananjaiwin NiyomSaranrittichai

Accounting/Finance Financial System OrapanRitbunlap OrapanRitbunlap SathaneeAssavasiramanee

Accounting/Finance e-Receive OrapanRitbunlap NiyomSaranrittichai

Backoffice e-Reserve RattapornPreechasart NiyomSaranrittichai KachenTananjaiwin

Backoffice Intranet RattapornPreechasart ChutimaMaleemongkol

Collection Call Center Screen PrajakJongkraijak SunantaBunsaner ChutimaRanjul

Collection Incentive System PrajakJongkraijak SunantaBunsaner ChutimaRanjul

Collection Waive System PrajakJongkraijak SunantaBunsaner ChutimaRanjul

Collection SMS DTAC/True PrajakJongkraijak NiyomSaranrittichai KachenTananjaiwin

Collection Autodial PrajakJongkraijak SuntaraMongkonsuk PimonpanPhotilert

Collection Backup System (AHP) PrajakJongkraijak ChutimaRanjul SunantaBunsaner

Collection Legal System PrajakJongkraijak ChutimaRanjul SunantaBunsaner

Collection Fraud System PrajakJongkraijak ChutimaRanjul SunantaBunsaner

Collection Compromise PrajakJongkraijak ChutimaMaleemongkol

Collection FOB PrajakJongkraijak VoravitKemthong

Compliance Data Security System RattapornPreechasart NiyomSaranrittichai AnusornBo-thong

Compliance AMLO Report RattapornPreechasart JinsujeeMeejaroen KachenTananjaiwin

CRM Virtual Branch/ Mobile App RattapornPreechasart JinsujeeMeejaroen KachenTananjaiwin

CRM CS Screen RattapornPreechasart JinsujeeMeejaroen NiyomSaranrittichai

CRM Website UMAYPLUS RattapornPreechasart AnusornBo-thong

CRM IVR Report RattapornPreechasart KachenTananjaiwin

Map Service/Product

Owners & System Owners

4 5 5 5 5 5 5 5 4 5 5 5 5

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ITO0301 System Support AdoonBoontang 3 3 5 6 2 5 6 2 6 5 6 5 6 291

ITO0002 ITST SasipenKriangchieocharn 5 3 5 3 2 2 2 2 4 5 3 2 3 196

ITO0004 System Infra RawatTongpon 4 2 3 3 5 3 3 5 0 3 4 3 5 211

ITP0104 BDS2 SupawadeeTongta 3 3 2 4 3 5 4 5 0 2 4 4 4 212

ITO0302 System Infra IntouchAthittayaboriban 3 2 2 5 2 3 4 3 1 0 2 5 2 166

ITP0107 BDS3 SunantaBunsaner 5 3 4 0 5 2 4 5 0 4 5 5 5 230

ITP0102 BDS1 PantiraInpim 5 3 5 5 2 1 5 5 2 5 5 5 5 258

ITP0106 BDS2 OrapanRitbunlap 5 4 5 4 5 1 2 5 2 5 4 3 3 233

ITP0106 Technology NuttheeSrihajak 2 3 2 5 3 3 4 5 0 2 3 5 2 193

ITP0104 Application KachenTananjaiwin 2 3 2 3 3 3 2 3 1 2 2 3 3 157

ITP0301 R&D SudawadeeManinetr 3 3 4 3 0 0 2 3 1 3 3 2 5 156

ITP0107 Application NiyomSaranrittichai 2 2 0 3 3 0 2 3 0 3 3 4 3 138

ITP0002 SIS SupawadeeLikitparinya 3 2 3 3 0 0 2 5 0 3 5 5 2 162

ITO0102 Service ThanawutLimsawart 1 2 1 2 0 2 2 0 1 2 2 3 1 93

ITO0004 Service PornpojSitthigon 1 1 1 3 0 0 3 0 0 1 2 3 3 89

ITO0104 Service SutheePrachitkhornburi 1 0 1 3 2 2 2 1 0 2 1 1 1 84

ITP0106 BDS1 SirinapaLertjaruchokajorn 5 4 5 0 0 0 0 3 0 5 4 0 3 140

ITP0107 Application JinsujeeMeejaroen 4 2 3 4 4 0 3 4 0 4 4 4 4 196

ITO0004 Helpdesk PattaraNutamarn 2 1 2 3 2 3 2 1 0 1 1 1 0 93

ITP0107 Technology SuntaraMongkonsuk 3 2 3 2 2 1 3 3 0 3 2 3 3 147

ITP0106 BDS3 PrajakJongkraijak 4 3 4 2 3 0 4 4 0 4 4 4 4 196

ITP0103 Technology VoravitKemthong 3 2 2 2 0 1 3 3 0 3 3 3 3 137

ITO0302 Network Infra WiboolYothasiri 0 3 0 3 1 3 1 0 2 0 2 5 2 108

ITP0102 Application RattapornPreechasart 2 2 2 3 4 2 4 2 2 2 3 4 2 166

ITP0107 Technology PimonpanPhotilert 2 2 1 3 2 0 1 3 0 2 3 3 3 123

ITP0107 BDS3 ChutimaRanjul 3 0 2 2 3 0 2 4 0 3 4 4 3 147

ITO0303 Network Infra ChalermkwanLasorn 1 1 1 2 0 2 0 0 0 1 1 2 1 59

ITP0106 MIS ViruyaLangkhulanon 3 0 4 0 0 0 0 4 0 3 3 0 4 102

ITP0102 BDS2 SathaneeAssavasiramanee 3 1 2 3 1 0 1 4 3 1 3 0 4 124

ITP0104 BDS2 ThipparatAunglee 2 1 3 2 4 0 3 5 0 2 3 1 4 148

ITO0104 Helpdesk PailinRamruay 1 1 1 2 1 0 2 1 0 1 2 1 2 74

ITP0105 BDS2 SaritaPhuyphol 1 0 1 2 3 1 3 3 0 1 3 3 3 119

ITP0103 BDS3 PattamaChootan 2 1 3 0 0 1 0 3 0 2 3 3 3 103

ITO0201 System OperationPornchaiRojana-amornchai 1 0 0 1 0 2 0 0 2 1 1 0 0 37

ITO0202 Operator WacharachaiSainath 1 1 1 3 1 3 1 1 1 1 1 1 1 83

ITO0102 Service PongsakSiriphol 0 0 0 2 0 0 1 0 0 0 0 3 2 40

ITO0303 System Infra PariwatKuntayanugoolgit 1 0 1 2 1 0 1 1 0 1 1 2 0 54

ITP0107 BDS1 ChutimaMaleemongkol 0 0 0 2 0 0 1 3 0 0 1 1 2 50

ITO0105 Service MontreeAnuduang 0 1 0 2 1 2 1 0 0 0 0 3 0 50

ITP0107 BDS1 SupattraEkrueang 2 2 1 1 0 0 0 3 0 2 1 0 1 63

ITP0105 Application AnusornBo-thong 0 0 0 2 2 0 2 3 0 0 1 1 2 65

ITO0104 Service PermyotChanhom 0 0 0 2 0 0 0 0 0 0 0 3 1 30

Web Developer

Role Analysis & Candidate

Identification

Role Headcount FTE Name 1 Name 2 Name 3

Application Development Manager 1 1 SupawadeeLikitparinya

Application Support Analyst 4 1 <<<TBD>>>> <<<TBD>>>> <<<TBD>>>>

Application Support Manager 1 1 SupawadeeLikitparinya

AS400 System Administrator 2 0.25 PariwatKuntayanugoolgit IntouchAthittayaboriban

Asset & Configuration Manager 2 0.125 WacharachaiSainath AttasitPoomkleang

Availability & Capacity Manager 1 0.2 AdoonBoontang

Backup Administrator 2 0.125 ChalermkwanLasorn AttasitPoomkleang

BC/ DR Manager 1 0.25 PornchaiRojana-amornchai

Business Intelligences & Analytics Manager 1 0.5 ViruyaLangkhulanon

Business Process Owner 0 0

Business Relationship Manager 3 1 <<<TBD>>>> <<<TBD>>>> <<<TBD>>>>

Change Manager 1 0.25 PornchaiRojana-amornchai

Cloud Administrator 2 0.6 IntouchAthittayaboriban PariwatKuntayanugoolgit

Continuous Service Improvement Manager 2 0.125 PattaraNutamarn OrapanRitbunlap

Data Analyst 2 1 AphichartChaorakam NarisornGessunk

Database Administrator 2 0.5 RawatTongpon ChalermkwanLasorn

DC Operations Manager 1 0.5 PornchaiRojana-amornchai

Enterprise Architect 2 1 SudawadeeManinetr <<<TBD>>>>

Helpdesk Analyst 5 1 KannikaPintamoon PatchareeKerdpikul SarochaJomngam

Helpdesk Manager 1 0.5 PattaraNutamarn

Incident Manager 1 0.5 PattaraNutamarn

Information Architect 1 0.5 ViruyaLangkhulanon

Information Security Officer 1 1 ThawinChuayupakarn

Infrastructure Manager 1 0.8 AdoonBoontang

Network Administrator 2 0.5 WiboolYothasiri VutipongChumarom

Network Security Administrator 2 0.5 AttasitPoomkleang <<<TBD>>>>

Open System Administrator 2 0.25 PariwatKuntayanugoolgit IntouchAthittayaboriban

Operations Supervisor 5 0.75 TanananWatcharaporn WacharachaiSainath OrapongChaimaungcheun

Problem Manager 20 0.1 KachenTananjaiwin OrapanRitbunlap NiyomSaranrittichai

Project Manager 10 0.25 AdoonBoontang NuttheeSrihajak OrapanRitbunlap

Release Manager 9 0.25 NuttheeSrihajak OrapanRitbunlap PantiraInpim

Senior Application Support Analyst 1 0 <<<TBD>>>>

Senior AS400 System Administrator 1 0 <<<TBD>>>>

Senior Backup Administrator 1 0 <<<TBD>>>>

Senior Cloud Administrator 1 0 <<<TBD>>>>

Senior Database Administrator 1 0 <<<TBD>>>>

Senior Network Administrator 1 0 <<<TBD>>>>

Senior Network Security Administrator 1 0 <<<TBD>>>>

Senior Open System Administrator 1 0 <<<TBD>>>>

Senior Software & Application Developer 1 0 <<<TBD>>>>

Senior Storage Administrator 1 0 <<<TBD>>>>

Senior VDI Administrator 1 0 <<<TBD>>>>

Senior Voice System Administrator 1 0 <<<TBD>>>>

Senior Web Developer 1 0 <<<TBD>>>>

Service Level & Catalog Manager 2 0.25 PattaraNutamarn RawatTongpon

Service/ Product Owner 7 0.25 AdoonBoontang SirinapaLertjaruchokajorn RattapornPreechasart

Software & Application Developer 21 0 AnusornBo-thong AphichartChaorakam BenjawanRodsaree

Solution Architect 1 0.5 NuttheeSrihajak

Storage Administrator 2 0.125 IntouchAthittayaboriban PariwatKuntayanugoolgit

System Operator 4 1 BopitTapontan JatruongRattanong NawanitBoonploy

System Owner 20 0.2 KachenTananjaiwin OrapanRitbunlap NiyomSaranrittichai

Techical Support Officer 6 1 MontreeAnuduang PailinRamruay PermyotChanhom

Technical Support Manager 1 1 PornpojSitthigon

Test Analyst 2 1 WachirapornXXXXX PennapaSiriyot

Testing & Quality Assurance Manager 1 0.5 PennapaSiriyot

VDI Administrator 2 0.5 PariwatKuntayanugoolgit VutipongChumarom

Voice System Administrator 2 0.25 WiboolYothasiri VutipongChumarom

Web Developer 1 0 <<<TBD>>>>

IT Services Manager 1 0.5 SasipenKriangchieocharn

Map to Roles & Staffing Levels

Role Headcount Course 1 Course 2 Course 3

Application Development Manager 1

Application Support Analyst 4

Application Support Manager 1

AS400 System Administrator 2

Asset & Configuration Manager 2

Availability & Capacity Manager 1

VMware vRealize Operations

Manager Install, Configure,

Manage V6.0

VMware vSphere Optimize

and Scale V6.0

Backup Administrator 2

BC/ DR Manager 1

VMware vCenter Site

Recovery Manager Install,

Configure, Manage V5.8

Business Intelligences & Analytics Manager 1

Business Process Owner 0

Business Relationship Manager 3

Change Manager 1

Cloud Administrator 2VMware vSphere Install,


VMware vCenter Site

Recovery Manager Install,


VMware vRealize Operations

Manager Install, Configure,

Manage V6.0

Continuous Service Improvement Manager 2

Data Analyst 2

Database Administrator 2

DC Operations Manager 1

Enterprise Architect 2VMware vSphere Install,


VMware NSX Design and

Deploy V6.1

VMware vSphere Design

Workshop V5.5

Helpdesk Analyst 5

Helpdesk Manager 1

Incident Manager 1

Information Architect 1

Information Security Officer 1

Infrastructure Manager 1

Network Administrator 2VMware vSphere Install,


VMware NSX Install Configure

Manage V6.1


Deploy V6.1

Network Security Administrator 2VMware vSphere Install,


VMware NSX Install Configure

Manage V6.1


Deploy V6.1

Open System Administrator 2

Operations Supervisor 5VMware vSphere Skills for

Operators V5.1

Problem Manager 20

Project Manager 10

Release Manager 9

Senior Application Support Analyst 1

Role-based Training

Plan

Role vCentervRealize Operations Manager

for vSphere

vRealize Operations Manager

for HorizonvRealize Hyperic vRealize Log Insight

Management User

Business Relationship

Manager

Enterprise Architect User User User User

Information Security Officer User User

Testing & Quality Assurance

Manager

Test Analyst

Continuous Service

Improvement Manager

Helpdesk Manager Operator User Operator User User

Helpdesk Analyst Operator User Operator User User

Technical Support Manager Operator Operator Operator Operator User

Techical Support Officer Operator Operator Operator Operator User

BC/ DR Manager

Infrastructure Manager Administrator Administrator Administrator Administrator Administrator

Senior Cloud Administrator Administrator Administrator Administrator Administrator Administrator

Cloud Administrator Administrator Administrator Administrator Administrator Administrator

Senior VDI Administrator Administrator Administrator Administrator User

VDI Administrator Administrator Administrator Administrator User

Service Level & Catalog

ManagerOperator User

Senior Storage Administrator User User User User

Role-based System Access

Matrix

Service SupportModel

New Organization

Structure



bution

Organization Design & Planning Results & Deliverables

CONFIDENTIAL 34

Organization Assessment based on ITIL to identify role gaps

2.0 Observations - Service Strategy Roles

2.1 There is currently no formal assignment of IT Financial Management role responsible for the service costing, showback/ chargeback and billing processes.

2.2 There is no formal assignment of a Business Relationship Manager. The Executive Officer (EO) is acting this role on top of his current capacity, to gather ICT requirements and forecasts.

2.3 The EO and Heads of Departments have periodic reviews with the Business Unit Heads on the performance of ICT services.

3.0 Observations - Service Design Roles

3.1 The system and application owners are responsible for the availability of their systems and applications.

3.2 The ITO Department Head performs the Capacity Manager role. He reviews monthly capacity reports of AS400 and SDDC, assesses and budgets for new capacity.

3.3 There is no Enterprise Architect in the organization but the R&D role is responsible for designing and implementing new architecture and solutions.

3.4 Easy Buy does not have to comply to specific industry regulatory requirements. However, it is subjected to internal audits. Hence there is no immediate requirement for a Compliance Manager.

4.0 Observations - Service Transition Roles

4.1 The ITP Programmers and Developers are responsible for the development, testing and support of their applications.

4.2 All changes are being reviewed and approved by Department Heads and IT Security Manager. This includes emergency changes.

4.3 There is no Change Manager role in the Organization but there is a Change Control function that is responsible for promoting new AS400 application codes or changes to Production.

4.3 Inventory tracking and reporting is maintained by the System Operators. The Admin Team synchronize this manually with the asset management system (Sun System).

4.4 The Project Managers are part of ITP. The ITP Section Leaders are also performing this role.

4.5 The ITP Section Leaders or Project Managers are also responsible for planning and controlling the releases to Test and Live environments.

4.6 The UAT team is responsible for performing user acceptance tests on releases.

5.0 Observations - Service Operations Roles

5.1 Easy Buy uses the organization reporting structure as a way to implement separation of duties so that the Developers do not have access to Production system and data.

5.2 In the System Support Section, some of the System Administrators hold multiple System Administrator roles such Database Administrator, Network and Network Security Administrators.

5.3 In the System Support Section, some of the System Administrators are also responsible for Information Security Management, performing Penetration Tests and Vulnerability Tests.

5.4 All Administrators in System Support Team hold full administrator privileges to Production systems.

5.5 Helpdesk provides the first level support to business users. System Operators monitor the infrastructure, systems and applications and routes any alert to the 3rd Level.

5.6 The Service Team provides the second level support if the user issue cannot be resolved by Helpdesk.

5.7 The System Support Team and Developer Team provide third level support for infrastructure, systems and applications.

5.8 The System Operation Manager is responsible for the DC facilities, physical security and DC operations.

5.9 There is no Incident Manager responsible for the Incident Management Process and escalation of incidents.

6.0 Observations - Continuous Service Improvement Roles

6.1 There is no role in Easy Buy who is responsible for managing improvements to IT Service Management processes and IT services.



bution

Proposed New ICT Organization

35

CIO

Application Services ICT ServicesD

irecto

r of IC

T

Govern

ance,

Stra

tegy &

Pla

nnin

g

To ensure ICT governance, we recommended creating the new ICT Governance, Strategy & Planning Function that is independent of Development and Operations.



bution

Proposed New ICT Organization - ICT Governance, Strategy & Planning Services

36

Enterprise

Architect

Information

Security OfficerTesting & QA

Manager

Test Analyst

Business

Relationship

Manager

Continuous Service

Improvement

Manager

Director of ICT

Governance,

Strategy & Planning

Project

Management Office

Testing & QA is moved to this function so that they can be provide independent testing that can be carried out under impartial and unbiased conditions



bution

Organization Design & Planning Results & Deliverables

37

Existing New IT Operating Model

There is no clear ownership and accountable person for each

service, system and application.

Service Owners and System Owners are overall accountable for the service

and system/ application assigned to them.

ITP Developers were involved in gathering business requirements

and negotiation on timeline, scope and budget.

The Business Relationship Manager will be responsible for liaising with the

Business on their requirements and their strategic directions.

IT security manager was just another role added on top of the

existing System Support Administrator/ Manager.

IT Security Officer will be a fully dedicated role reporting into the ICT

Governance, Strategy & Planning Department.

Project Managers do not have standardized project management

practices and reporting.

Project Managers will be matrix reporting to the Project Management Office

which will provide standardized project manager practices and reporting.

System Support Administrators have full administrator rights to the

infrastructure and systems and are used during their daily

operations.

No one will have full administrator rights to the infrastructure, applications

and systems in Production. The full administrator IDs and Passwords will be

safe-keep by the Change Manager (or Director of ICT Services). These can

be drawn out when there is an approved Emergency of Planned Change.

During daily operations, the Infrastructure system administrators should be

using Operational level access.

Developers do not have access to Production System. Change

Control Operator is responsible for moving AS400 application codes

from development to Production using defined work instructions or

scripts. System Support is responsible for moving Web applications

from development to Production.

There will be no Change Control Operator. There is a standard Change

Management Process used by entire ICT organization which is controlled by

the Change Manager. All changes or releases can only be implemented in

Production after change approval has been obtained. The Level 2 System

Administrators and Application Support Analyst will draw out the

administrator ID/ Password from the Change Manager to make the change

or deploy the release. The Change Manager will reset the administrator

password after use.

Comparison Now and After



bution

Easy Buy TransformationOperations Transformation for Cloud Management



bution

Service Oriented Operating Framework

39

Agile-based, stakeholder inclusive processes to define, develop, deploy, and offer

services that add demonstrable business value

Processes focused on proactively operating deployed services in a policy-based,

highly-automated way

Processes to support IT as a cloud-based, service-focused business

Service Implementation Control

Service Business Control

Service Operations Control

Strategy

Governance

ITSM processes optimized and

automated to support services

delivered in a highly agile and

dynamic environment

Demand-driven approach to

offering services for

consumption

Cloud Service

Management

Service Portfolio

Management



bution

Service Oriented Operating Framework

40

Service Implementation Control

Service Business Control

Supplier Management

Demand Management

Financial Management

Risk

Mgmt.

Architecture & Design

Continuous Development,

Integration, & Deployment

Business Relationship

Management

Requirements & Definition

Quality Assurance & Continuous

ImprovementRelease Management

Service Operations Control

Policy-based Configuration

& Compliance Management

Capacity Management Performance Management Self- Service, Automated

Request Fulfillment

Strategy

Governance

Change Management

Problem Management

Event Management

Incident Management

Service Desk/Service

Operations Center

Cloud Service Management

Portfolio Management

Catalog & Portal Management

Service Portfolio Management

Marketing Se

curity

& A

cce

ss M

ana

ge

me

nt

Inte

gra

tion &

Au

tom

atio

n

Ma

na

ge

me

nt

Availability & Continuity

ManagementService & Operating Level

Management & Reporting



bution

Operations Transformation for Cloud Management Results and Deliverables

41

Developed and documented 17 key process flows impacted by the new IT Operating Model

- Incident Management- Business Request

Management- Release Management- Change Management- Capacity Management

Setup Automated Disaster Recovery For VMs

Clo

ud

Ad

min

istr

ato

rC

hang

e C

om

mit

tee

DR

Man

ager

1.Start

4.Set Up Array-Based

Replication

5.Review/ Update

Inventory Mappings

10.End

2.Develop Change Plan and Submit

Change Request for Implementing

Automated DR for list of VMs

3.Review & Approve

Change Request

6.Create/ Update

Protection Group

7.Create/ Update Recovery Plan

8.Test Recovery Plan

& Set Up

9.Review Test Results

and Accept Recovery Plan



bution


42

Documented 45 standard operating procedures for the VMware solutions deployed and aligned to the new IT Operating Model



bution


43



bution

44

Incident Management Process – SDDC Monitoring

L1: S

yste

m O

per

ato

rL2

Too

lsEs

cala

tio

n

1.Start

3.Retrieve SDDC Alert. Take ownership of

Alert

8.Create & Route

Incident

4. Review Alert

Details, Recommendations

and Actions

12.Execution Solution

15.End

11.Retrieve Incident.

Analyze Root Cause, Recommendations

Research & Develop Solution

9.Review SDDC & NSX Health Dashboards

Daily

vRealize Operations

2.Event Trigger Alert

5.Able to Resolve?

7.Resolved?

Y

6.Execute

Recommended Solution

N

ManageEnginevCenter

10.Issue Detected?

Y

N

13.Resolved?

L2Depending on issue, L2 will be one or more teams consisting of:• Cloud Administrator• Storage Administrator• Network Administrator• Network Security Administrator• Backup Administrator• Open Systems System Administrator• Application Support Analyst• DB Administrator• Hardware Vendor)

17.Execution Solution& Communication

Plan

16.Analyze Incident &

Research & Develop Solution.

Develop Communication Plan

Y

Escalation Team• Lead: Incident Manager• Other Members As Determined by

Incident Manager for the resolution:• System Owner• Product/ Service Owner• Vendor• L2

18.Resolved?

Y

19.Conduct Post

Incident Review.Update KB.

N

14.Major Incident

or SLA Breached?

N

Y

Y

N

20.Activate DR?

N

N21.

DR ProcessY

SLA10min?

SLA40min

SLA60min



bution

Easy Buy TransformationService Costing Process



bution

Create a Service-Based Cost Model

Identify Expense Info Sources

Identify IT Cost Centers

Identify Expense Categories

Identify Cost Elements:

Technology, IT & Business Services

Identify Business Units/Consumers

Map Services with Cost Elements

• Critical input to cost model

• General ledgers typically

• Other sources, such as

spreadsheets

• Relationship between expenses

and specific IT teams

• Possibly based on geographical

or business structuring

• Identify key IT expense categories

• Document the purpose and

description of each

• Document IT chart of accounts

• Identify IaaS services (compute

network, storage, and so on)

• Identify IT services (email, portal,

desktop, and so on)

• Identify business services

• Define each service

• Identify all customers and

consumers you expect to

cost allocate, showback,

chargeback, or send bill of

IT to

• Map the connections

between IT services and

their underlying cost

drivers and elements

46



bution

Service Costing Process

Finance Manager

IT Financial

Manager

Service

Owner

Tenant Operations

Lead

IT Managers

Service Owners

Define &

Catalog the

Service

Service Cost

Elements &

Drivers

Classification

Develop

Service-

specific Cost

Structure –

Packages/

Tiers

Apply Service-

Based Cost

Allocation

Rules

Perform

Service Cost

Calculation &

Analysis

IT Financial

Manager

Agreed by

Stakeholders

Service Costs

Tracking &

Management

Other Relative

Service Owners

Service

Pricing &

Billing

NoYes

Supporting

Roles

Establish

Service-Based

Cost Model

Define Service-

Based Cost

Allocation

Strategy

Discuss &

Document IT

Cost

Classification

47



bution

Lessons Learnt



bution

Lessons Learnt

• Establish strategic executive sponsorship for the transformation effort

• Engage your people and prepare them for change

• Create a communications plan (and…...execute it!)

• Breaking down operational silos is key for effective service delivery

• Fill roles with people who can help incubate the culture you want to move to

• Start with simple cloud services

• Make sure security and governance teams are involved early

• Treat the Traditional (Legacy) IT with respect, consider it in your plans

• Perform early process testing by dry runs and simulations of Use CasesVMworld 2017 Content: Not fo


bution

Business Results & Benefits

Improve the service speed to customers and increase customers’ satisfaction. Today, the loan approval process takes only 30 minutes.

50% less space for physical data centers and 30% energy savings.

EASY BUY also saved electricity costs of up to 10 million Baht per year from utilizing electricity from internet LAN line.

Management of IT is also centralized as software is delivered to employees as a service.

30 minutes to provide end-to-end desktop as a service to employees (down from 8 hours)

For BCP rehearsal, it only took 10 minutes to fail-over to secondary side

50



bution



bution

Operationalizing VMware NSX

52

Kevin’s Session at VMworld U.S.:

Talk to the author at the VMware booth at VMworld!Booth #1139 from 11am-11:30am on Wednesday, August 30th

For Information About All VMware Day 1 Guides visit:www.vmware.com/nsx-gettingstarted

Wednesday, 8/30 – 2pm Successfully Enabling the Digital Transformation

#PBO3119BU CONFIDENTIAL



bution

http://www.vmware.com/nsx-gettingstarted



bution

Documents

PBO3119BU Easy Buy Optimizes Private Cloud Service or ... · Easy Buy Optimizes Private Cloud Service Delivery VMworld 2017 ... 4 Lessons Learnt 3 VMworld 2017 Content: Not for publication