Transcript Our customers

BT Global Services
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Version: Q4, 2011/12
BTGS Communications
© British Telecommunications plc
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BT Global Services
© British Telecommunications plc
Our vision
What is our vision?
The global leader in networked IT services
BT Global Services is a global leader in managed networked IT services, operating globally and
delivering locally to help our customers thrive in a changing world
What makes us different?
• Around 25,000 people globally, with one of the
largest professional services capabilities in our
industry
• Bringing together a broad portfolio of services
• With a track record of delivering for customers
globally in more than 170 countries
• Underpinned with a unique breadth of scope,
reach and capability
• And recognised as market leading for customer
service and innovation
BTGS can differentiate with
expertise, legacy and global
service delivery capability.
Ovum’s BT Global Services Enterprise
Strategy Review: August 2010
© British Telecommunications plc
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Our customers
Who are our customers?
Experience and track record of delivery with a range of customers globally
A global leader in managed networked IT
services
BTGS revenue by sector
2010/11
3%
8%
• Multinational corporations
• Financial institutions
• Public sector organisations
• Major companies in our many key markets
globally
19%
46%
Experience, and a track record
• Around 7000 corporate and public sector
customers across more than 170 countries
• Widely recognised as market leader by industry
watchers
24%
BT Global Services is a leader in
IDC’s Marketscape for Asia
Pacific Next-Generation
Telecom services 2010
© British Telecommunications plc
Corporate customers
Public sector (UK & overseas)
Financial institutions
Transit
Other global carrier
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Our customers
What industries are they in?
Building our business around industry challenges, with industry-specific solutions
Consumer Packages
Goods
Global Commerce
Global Banking and
Financial Markets
Government
and Health
These are manufactured,
consumable goods that have a
quick shelf turnover
This is the value chain representing
the development, manufacture,
distribution and sale of physical
goods and services
This is the value chain representing
the retailing trading and
wholesaling of financial related
products and services
This is focused on the UK
Government and Health markets
as well as selected global health
opportunities
Local & devolved
government
Food
Manufacturing
Retail banks
Beverages
Logistics
Global banks
Personal care
Pharmaceutical
Financial markets
Defence
Insurance
Health
Home care
Tobacco
© British Telecommunications plc
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Central Government
Our customers
Our customers 2010/11
Examples of some of our customers this year
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Our customers
What are our customers’ challenges?
Understanding your challenges, and adapting our solutions
Globalisation
Operational predictability
SOFTWARE
as a SERVICE
Productivity & flexibility
COMMUNICATIONS
as a SERVICE
Managing risks
INFRASTRUCTURE
as a SERVICE
Speed to market
Business Innovation
We bring together
communications and
networked IT products
and services securely and
efficiently
© British Telecommunications plc
We understand
networks. We build
global, consistent
solutions which enable
you to run your
business critical
processes
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And we help you thrive in a
changing world. This is
about the way we work
together to achieve your
goals. We understand
change, we’ll help you take
advantage of it
Our solutions
What solutions do we provide?
Bringing together a broad portfolio of services into an integrated solution
SOFTWARE
as a SERVICE
Supply Chain
Solutions
Hosted Contact
Centres
Managed Security
Services
COMMUNICATIONS
as a SERVICE
SIP Trunk
Inbound Services
Flexible Working
Services
IP Telephony
& Video
Dedicated
Services
© British Telecommunications plc
Managed
Mobility Expenses
Intrusion Prevention
Services
BT Onevoice
INFRASTRUCTURE
as a SERVICE
Applications Assured
Infrastructure
Virtual Data
Centre
Self Service
Field Force
Automation
Secure Remote
Access
VPN Services
Messaging
Security
Hosted Voice
Managed Firewall
Services
LAN
Management
Internet Services
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Managed Security
Monitoring
Web Access
Security
BT Onevoice
Anywhere won
‘Best Technology
Foresight’
Our solutions
How do we bring it all together?
Getting financial services firms to the marketplace faster, more cost-effectively, globally
15,000+ BT Radianz
member locations
68,500+ trader turrets
400+ providers of
applications to
BT Radianz community
Sub-millisecond
low-latency trading
3,000+ applications
supported over
BT Radianz
170+ countries
© British Telecommunications plc
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Our solutions
How do we take the journey together?
Innovative networked IT services, delivered consistently
“BT continues to be innovative and
adaptive in its overall business model
as it moves up the services value chain”
Current Analysis
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•
•
•
•
© British Telecommunications plc
Global account management - Integrate sales delivery and professional services
Global bid management - Providing best-in-class proposals and solutions
Global account start up - Seamless, standard
Global design & delivery - Innovative solutions to solve our customers’ challenges
Single Service Model - World-class service in a predictable & consistent way
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Working together
How do we ensure we’re addressing real business goals?
Around 6500 global professional services people helping customers unlock hidden value
© British Telecommunications plc
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Working together
How do we deliver service seamlessly?
Single global service model
Quality of our service people:
• Over 80% of Service Managers are ITIL-trained
• More than 1400 ITIL-accredited personnel
worldwide
• 950 Microsoft-certified engineers
• 4,000 Cisco-certified engineers
• 650 Nortel-certified engineers
Global 24/7 service model:
• Prompt, effective incident diagnosis &
resolution 24-hour cover, 365 days a year
• Single point of contact for networked IT services
• Global service management
• Around 7000 corporate and public sector customers
in 170+ countries
• Global MPLS network
Continual service improvement:
• Established customer experience programme
• Customer satisfaction improvement: Over
32,000 customers surveyed worldwide each
our year, helping us to develop and enhance
our service
• During 2010/11 we made steady improvement
in managing customer service – we had fewer
abandoned calls, order accuracy improved
and we reduced customer faults by 11%.
Guaranteed service availability and reliability:
• 99.998% network availability
• First company to offer assured service level
agreements (SLAs) for customers’ applications
and network infrastructure
• Resilient network design – for example no
significant interruptions to service during the
Japan earthquake
Service quality:
• ITIL V3 best practice
• ISO20000 certified service centres
• ISO27001 certified service centres
© British Telecommunications plc
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Working together
How do we make our network ‘work’ globally?
With our network expertise at the core of what we do
BT’s global data WAN capabilities are threatening in the international market,
because the service provider operates one of the largest international MPLS
networks supporting mature IP VPN services and backed by strong local
access.
Current Analysis, BT - iVPN, Hybrid VPN, Etherflow, March 2011
© British Telecommunications plc
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Working together
Delivering locally - in the UK
• BT has the most comprehensive fixed-line communications network
in the UK:
• 5,745 exchanges, 680 local and 120 trunk processor
units, More than 128m kilometres of copper wire and over 11m
kilometres of optical fibre . An extensive IP backbone network
• BT is building a fibre based, super-fast broadband network,
which will be available to around two-thirds of the UK’s homes
and businesses by 2015
• During the year, we continued to execute on our larger customer
contracts, for example working with other London 2012 Olympic and
Paralympic Games technology partners, under the direction of the
London 2012 Organising Committee, BT is building the
communications infrastructure that will support the communications
needs of the event. The project is on track
• Consumers in Europe enjoyed faster check-out times when
shopping with a Visa card during the 2010 Christmas season with
Visa Europe processing up to 1,094 transactions per second, an
increase of 22.4% from 2009. These record peaks in transactions
were handled by BT without incident.
• The Defence Fixed Telecommunications Service (DFTS) Agreement
between BT and the Ministry of Defence (MOD) created a single
multi-service platform replacing nineteen separate legacy networks
serving the Royal Navy, the British Army, The Royal Air Force, and
the MOD itself. The value of the Agreement to the MOD includes
savings of around £500 million over the lifetime of the contract.
© British Telecommunications plc
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Pascal Visée, Chief Enterprise
Support Officer, Unilever, said:
“Unilever products touch the lives
of over two billion people every
day and our ambition is to double
our business whilst reducing
environmental impact. BT is a
trusted partner whose high quality
and robust services can help us
realise that ambition.”
Working together
EMEA
Delivering locally - in EMEA*
• Large scale domestic operations across Netherlands, Belgium, Spain,
Germany, Italy, Ireland with national infrastructure:
• 76 GPOPs
• Access to 590 APOPs
• 24 CFNs
• 683 access points in Europe
• BT Etherflow in 9 countries
• BT Etherflow Dynamic in 2 countries (EVPLS)
• Ethernet access in 9 countries
• Hybrid VPN in all countries
• DSL in 10 countries
• More than 9,800 major and domestic customers with more than 58,000
connections
• More than 15 data centres (excluding UK data centres)
• Over 2,600 customer service people located in 12 service centres
• 10,000 orders per month and on average 30,000 orders in our work in
progress
• No.1 IT network Security Player in France : 3,000 hardware units
supervised
• Cisco Germany Service Provider Partner of the Year 2008 - BT
Germany
• Cisco Unified Communications Partner of the Year 2008 - BT
Netherlands
• Professional services capabilities
© British Telecommunications plc
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*accurate as of December 1st 2010
Working together
Delivering locally - in Latin America*
• Operating since 2002, headquartered in São Paulo, Brazil
• Commercial and operational capabilities across 22 Latin American markets
• Acquisition of Comsat International in 2007, building capability and presence
across 15 Latin American markets
• One of the major satellite service providers
• More than 1,000 Employees, 35,000 connections and 180 Points-of-Presence
• 1500+ major and domestic customers including 30 major international
companies
• 7 Network Operations Centers providing monitoring and proactive diagnosis on a
24x7 basis for customer’s operations region wide.
• One of the four BT’s Global Sourcing Centres, certified ISO 9.001 and 27.001 worldwide support from Sao Paulo with multilingual capabilities
• 3 Datacenters located in Argentina, Brazil and Colombia
• Ethernet access in Argentina, Brazil, Colombia and Mexico
• Fibre Networks available in Argentina and Colombia and potential deployment in
Brazil
Extending the Coverage:
• Expand the Reach-in NNI coverage to the other Latam Countries reaching 80
MPLS POPs
• Optimize International trunks
• Unified operational model
• Expanding Reach-out Capabilities
• Enable Domestic customers to use the NNI.
ITIL & Partner Certified Resources (e.g. Cisco, Avaya, Juniper, Riverbed, Nokia
Check Point )
© British Telecommunications plc
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*accurate as of December 1st 2010
Working
US &together
Canada
Delivering locally - in United States and Canada*
• 4,500 employees
• 700+ professional services
• 50 offices
• Coverage:
• United States
• GPOPS 25
• Access to APOPS 655
• Ethernet access
• Canada
• GPOPS 3
• Ethernet access
• Network Operations Centres:
• 24-hour cover, 365 days a year
• One interface for global service management
• Front-end functions for delivery and assurance
• Locations
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•
•
Los Angeles, California
Atlanta, Georgia
Nutley, New Jersey
Princeton, New Jersey
Boston, Massachusetts
Oakdale, Minnesota
• Security Operations Centres:
• Locations
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•
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Chantilly, Virginia
El Segundo, California
Princeton, New Jersey
© British Telecommunications plc
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*accurate as of December 1st 2010
Working together
Delivering locally - in Asia Pacific*
• Operating since 1985 - HQ in Hong Kong
• People
• Around 3,500 direct employees and 25,000 indirect
• Access to 2000 people in professional services
• Capability
• 38 MPLS PoPs in Asia
• Ethernet Access in 10 countries
• Hybrid VPN in 23 countries
• Converged LAN in China, India, Australia + 8 others
• Over US$100M network investment in last 3 years
• Cisco Gold and Avaya Platinum accreditation
• Acquisitions - i2i Enterprise, Frontline Technologies
• Presence
• 20 x local offices: Bangalore, Bangkok, Beijing, Chennai,
Dalian, Delhi, Hong Kong, Hyderabad, Kuala Lumpur,
Manila, Melbourne, Mumbai, Seoul, Shanghai, Shenzhen,
Singapore, Sydney, Perth, Pune and Tokyo
• 4 x Regional 24/7 service centres: Mumbai, Pune, Dalian &
Sydney
• 5 x Regional service desks providing business hours
support in Beijing, Singapore, Kuala Lumpur & Tokyo
• Research Centres in Beijing and Malaysia
• 5 new showcases in 2010/11 - Hong Kong, Singapore,
Sydney, Beijing, New Delhi
© British Telecommunications plc
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*accurate as of December 1st 2010
Working together
Working across Asia with DHL
Putting Asian networked IT requirements at the heart of global strategy for our customers
• Deutsche Post DHL is the world’s leading mail and logistics
group with significant presence and growth ambitions in Asia
• Five year contract to provide a managed services solution
for Deutsche Post DHL’s telecommunications infrastructure
in 15 countries and over 1,000 sites across Asia Pacific
• Will enable Deutsche Post DHL to get full end to end
network visibility in Asia Pacific, higher levels of service and
overall efficiency gains across their networked IT
infrastructure.
© British Telecommunications plc
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“With its track record in
managed services, BT
demonstrated that they are in
the best position to deliver
such a large and complex
project for DPDHL throughout
Asia Pacific in a cost-effective
way.”
Ralf Weissbeck, Managing Director
of IT Services
Deutsche Post DHL
Working together
What does security mean to BT?
Security is central to our culture and what we do – we protect billions of pounds
of BT and customer assets globally
As part of our security solutions we offer:
Our global accreditations include:
• One of the biggest dedicated security practice
communities in the world - 1800+ consultants /
architects / designers
• Developing a world-class, pioneering BCM
framework compliant with best practice BS25999
standards, as well as having BS 27001/ISO17799,
and SAS70-II accreditation
• A market leading, globally available portfolio of
managed and professional security services
which serve small businesses to global MNC’s
to major Governmental organisations
• First commercial organisation to become a
member of Computer Emergency Response
Teams (CERT)
• Active alliances with 100+ leading security
partners including Check Point, Blue Coat,
Crossbeam, IBM ISS, McAfee, EMC/RSA,
Microsoft, Oracle / Sun, Juniper, Cisco
Systems, HP, Websense, ActivIdentity, and
Symantec
© British Telecommunications plc
• Member of FIRST – the Forum of Incident
Response and Security Teams
“Safeguarding client transaction
processing, data and securities
holdings, is a high priority for us, we are
confident that BT’s Managed Security
Systems will move us even closer to
zero-tolerance levels.”
Euroclear
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Investing for the future
Where are we investing for the future?
Innovating with customers, partners and universities
• Largest investor in R&D in the European telecoms sector
• 3,100 scientists & technologists in the UK
• Labs in the UAE and China
• Links to over 25 universities, including Cambridge, MIT
and Tsinghua
• Industry partners worldwide
• Global innovation scouts working around the world, from
Silicon Valley to Israel and South Korea
Customers
Universities
Government
“The ideas that we are now
pursuing could well make a
significant difference to the
future of Energizer, but one thing
is for sure and that is that the
collaboration with BT has helped
change our company forever.”
Dan Stuckey, Vice President,
Energizer Battery
Start-ups
Global Telecoms
Business Awards
2010
IT Service Innovation
award:
WAN Optimisation
Service with Riverbed
Business Migration
Innovation award:
Optimising &
Accelerating Product &
System Migration with
Ontology systems
© British Telecommunications plc
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Investing for the future
Collaborating with Tommy Hilfiger on innovation
Innovative video-based Virtual Fitting Room
• The Tommy Hilfiger Group is a £2.5 billion
global clothing and retail company. Its premium
lifestyle brands include Tommy Hilfiger, Hilfiger
Denim, and Hilfiger Sport
• Product distribution is via department stores
and specialist retailers in over 65 countries, and
900 owned retail stores across the globe
• Company employees were spending a lot of
time travelling the world – attending meetings,
sourcing fabrics, reviewing designs, and
approving samples
• Called the Virtual Fitting Room, BT has
provided Tommy Hilfiger with a custom
designed, fully managed Telepresence solution
“We were impressed by the
knowledge and experience of
the BT team. This, combined
with the creative solution they
designed with Cisco, made the
decision easy.”
Fred Gehring CEO
Tommy Hilfiger Group
• The solution has transformed the working
environment, enabling creativity to flourish in a
virtual environment, reducing time-to-market,
and lowering costs
© British Telecommunications plc
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Investing for the future
Corporate social responsibility at the heart of BT
Empowering our employees, suppliers and customers to reduce their carbon footprint
• Reduce the impact of our own operations
• Empower customers to reduce their impacts through innovative products and services
• Influence suppliers to provide more energy efficient products and services
• Encourage our employees to reduce their carbon footprint at home and at work
“The flexibility and work life
balance benefits are clear to
see”
Allan Jackson, European
Telecoms Manager
H. J. Heinz Company
© British Telecommunications plc
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Investing for the future
The official communications services partner for the
London 2012 Olympic and Paralympic Games
Working with fellow London 2012 technology partners,
BT will carry :
• Every image
• Every commentary
• Every sports report
• Every visit to the London 2012 website
Along with millions of calls, emails and text messages.
“It
is inconceivable that we could deliver
the 2012 Games without BT on board.
We needed someone we can trust, who
could provide the technical know-how
and the creative solutions to ensure our
London 2012 Games are the very best
they can be. BT gives us this.”
Sebastian Coe, The London Organising
Committee of the Olympic Games and
Paralympic Games
© British Telecommunications plc
BT is delivering communications services, mobile
and fixed telephony services, WANs, LANs, and
Cable TV services for London 2012 which covers:
• 80,000 connections across 94 different locations
• 4,500 km of internal cabling
• 1,000 wireless access points
• 16,500 telephones
• 14,000 mobile phone SIM cards
• 14,000 cable TV outlets
• Transmitting 6 Gb of information every second
Our vision
What is our vision?
The global leader in networked IT services
BT Global Services is a global leader in managed networked IT services, operating globally and
delivering locally to help our customers thrive in a changing world
What makes us different?
• Around 25,000 people globally, with one of the
largest professional services capabilities in our
industry
• Bringing together a broad portfolio of services
• With a track record of delivering for customers
globally in more than 170 countries
• Underpinned with a unique breadth of scope,
reach and capability
• And recognised as market leading for customer
service and innovation
BTGS can differentiate with
expertise, legacy and global
service delivery capability.
Ovum’s BT Global Services Enterprise
Strategy Review: August 2010
© British Telecommunications plc
25