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					             TEKOM´s Proposal to ESO
                 for a IT-Review
                    Dr. Eli Kohen
                     Sibylle Ohm
                  Wolfgang Janner
                  Dr. Günter Thome

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                Presentation TEKOM             Dr. Kohen 5‘
                Introduction participants          All   15‘
                Experience in similar projects     All   20‘
                Suggested study-proceeding S. Ohm 40‘
                – Organizational environment
                – Time schedule
                – General approach
                – Aspects to evaluate
                – Means & results
              Next Steps / Discussion             All    10‘

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             A short overview

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              Corporate fact sheet

              Founded:        1989 in Munich / Germany
              IT-specialists: > 40,000 (national)
                              > 350,000 (international)
              Turnover:      > 5,000,000 EUR
              Areas of Specialisation:
               IT business consulting
               Contracted software/hardware development
               R&D (feasibility studies, pilot projects)
               Outsourced software/hardware development
               Software and hardware support
               Network and database management
               Training in the IT sector

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                Technology expertise

              Platforms                         MS Windows 9x / NT / 2K / XP
                                                 UNIX (Sun Solaris, HP), Linux
                                                 MVS, CICS
              Programming languages             C/C++, Tcl/Tk, JavaScript, Java2 , Cobol
              RAD                               VB, Delphi, C++ Builder, JBuilder
              Databases                         Oracle, Ingres, MS SQL, Sybase, Teradata, DB2
              Middleware
                    Technologies                 Java2 Enterprise Edition (J2EE)
                    Platforms                    ColdFusion, Web Logic, Websphere, Tomcat, Jboss, Orion
                    Distributed Applications     COM/DCOM, COM+, CORBA
              Web technologies
                    Servers                      Microsoft IIS, Apache, Netscape Enterprise Server
                    Languages                    CFML, XML, WML, JSP, ASP, PHP
              Telecommunication protocols
                                        X.25, ISDN, DECT, GSM, GPRS, UMTS, WAP
                                        V.24, V.110, Q.921, Q.931, CAPI, TAPI

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             Introduction of the participants

                       Sibylle Ohm
                    Wolfgang Janner
                    Dr. Günter Thome

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                 Background of
                 Sibylle Ohm
              15 years IT experience of which 7 years aerospace-research at
                 DLR: D2-mission, ISS-preparation
                experience in IT-processing international PI-proposals (integration
                 & scheduling): D-2-mission like SM; BDC´s like VM;
                 similarity to ESO´s handling of OB´s
                   – Planning system for OB´s
                   – Real-time data-capturing
                   – Application for analysis and distribution of experiments´ results
                     (mass data)
                4 years data warehousing/ data mining
                5 years "eBusiness"
                10 years IT project management (PMI)
                translate customer needs into appropriate workflows and IT-
                 strategy (broad technological background; recent ITIL-project)
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                 Background of
                 Wolfgang Janner
              2 years aerospace-research at DLR: develop the data acquisition
                 and control system for the DNW Dutch-German Wind tunnel
                3 years experience in automotive CAD / CAM systems;
                 develop database operations on 3 dimensional car parts
                3 years in industrial real time processing; development of flexible
                 manufacturing cells for turbine companies in North America
                7 years building the infrastructure for the IT system for the railway
                 operations of the Port of Hamburg; managing the Collaboration of
                 the different Transport Companies
                3 years building the IT-Infrastructure for the parcel delivery service
                 for Deutsche Post ( 3,500 distributed databases, 35,000 users)
                10 years IT project management
                contribution to all aspects of IT Projects and IT Infrastructure

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                 Background of
                 Dr. Günter Thome
              27 years IT-experience:
                 - German Airforce (Tornado)
                 - RWTH-Aachen (EU-Research, Mercedes, BMW, Hüller Hille, …)
                 - Daimler Chrysler, debis, DASA, TEMIC, Daimler Chry.-research
                 - Xlink, Qwest, KPNG/Qwest, Vianetworks
                 - Metro, Deutsche Post
                 - FEV (research enterprise)
                 - Berliner Bank, Banque d. Luxembourg, Europa Versicherung …
                7 years “Research Business”
                7 years "eBusiness"
                18 years “IT/ITIL” project management (PMP,GPM,CPM,PRINCE2)
                6 years “ITIL” (Xlink, Deutsche Post, FEV, Vianetworks)
                6 years “security” (BSI-IT, ISO 17799, Xlink, Aachen Consulting)

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                  Case studies

             Experience in similar projects

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              Case Study 1:
              Daimler Benz
              IT-Outsourcing into debis

              Cost                                            Planned costs
                                                      100 %   plus „8 %“ per year

                                                              „28 %“ cost reduction
                                                              (based on budget)
                         = result of our activities


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              Case Study 2:
              FEV (research enterprise)
              IT service optimisation based on ITIL
                     IT-budget          IT-costs
                     2.9 Mio.           2.1 Mio.
                     Euro/year          Euro/year
              Cost                                     cost reductions:
                                                       „0.2 Mio“ Euro/year
                                                       (wrong server configuration)
                                                       „0.6 Mio“ Euro/year
                                                       (wrong accounting)

                          = result of our activities

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              Case Study 3:
              IT service optimisation based on ITIL

                                                              Budget Service cost:
              Cost                                            plus „100 %“ per year

                                                              Service cost:
                                                              „50 %“ cost reduction
                                                      100 %
                                                              (based on budget)
                         = result of our activities


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              Case Study 4:
              Deutsche Post
              IT call centre service optimisation
               (not based on ITIL)
                                                           Service budget:
                                                           1.9 Mio Euro/year
              Cost                                         Service cost
                                                           „17 %“ cost reduction
                                                           „33 %“ less investment

                              = result of our activities

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               Case Study 5:
               pension fund insurance
              Transfer to operations of renewed overall IT-strategy
               (host/paper-based to workflow-environment)
                      Daily operational    2 h for the
                      overhead: 8 h        same tasks
              Cost                                        time reductions:
                                                          „2“ hours/ day

                             = result of our activities

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               Case Study 6:
               Robert Bosch GmbH
               Redesign of IT Operations:
               Focus on Support-Processes according to ITIL
              Facilitate support workflow (all levels)
              Escalation Management through solving groups
              Measurability of overall performance through SLA´s

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              Case Study 7:
              Banque de Luxemburg
              IT-Outsourcing versus ITIL

                                                           Planned Budget
              Cost                                         plus „7 %“ per year
                                                   100 %
                                                           „20 %“ cost reduction
                               ITIL based Service          (without ITIL- optimisation)
                               „25 %“ cost reduction
                         = results of our activities


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              Case Study 8:
              ITIL based outsourcing service
                     Web service price     New Web service price
                           100 %                               ITIL based Service:
              Cost                                             „40 %“ cost reduction
                                                               (= result of our activities)

                           today                        2004

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             Suggested Study-Proceeding

                  Organizational Environment
                       Time Schedule
                      General Approach
                     Aspects to Evaluate
                      Means and Result

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              Reporting to Director General (?)

              Weekly status-information to review/ steering of further activities
              Structure and reporting-lines of all IT-relevant groups at ESO:
                DMD, USG, DFO, ... ?
              ESO-staff to contribute to the study:
                Roles                  Names
                IT-Management          ?
                IT-staff               what is/ should be done by whom where?
                user-representatives   from which groups?
              Impact of the "introduction of new technological developments"
                IT- or telescope-technology?

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               Time Schedule

   Location    Topics                               1   2   3   4   5   6   7   8   9 10 11 12 13 14 15
      GAR      Kick-off Meeting                    S
               Elaborate and agree on details of
               study schedule
     GAR       study main block, gather input
   LSO/ PAO/
               gather input
     GAR       prepare study draft
     GAR       Presentation study draft                                                P
     ESO       review study draft
     GAR       prepare study final
     GAR       close-out & outlook                                                                       P

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             General Approach

   2 parallel approaches to converge in the long term
   record & model the     derive long term IT-strategy
   target                 considering alternative
   focus on scientific/   options through risk-          Converging standardization
   engineering needs      opportunity-analysis             regarding
                                                         • process to cover changing
                                                         • IT environment infrastructure
                                                         • SW-environment, SW-
   record & status quo                                     development, applications
   focus on IT-technical     recommend shortterm         • methodologies
   aspects (infrastructure, improvement steps
   support-staff, contracts)

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              General Approach
              The major ITIL services are:
               •   Incident Management
               •   Problem Management
               •   Configuration Management
               •   Change Management
               •   Release Management
               •   Service Level Management
               •   Financial Management for IT Services
               •   Availability Management
               •   Capacity Management
               •   IT Service Continuity management
                   (underpinned by Security Management based on ISO 17799)

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              General Approach
              ISO 17799-Method
              The ISO 17799 sections are:

               •   Business Continuity Planning
               •   System Access Control
               •   System Development and Maintenance
               •   Physical and Environmental Security
               •   Compliance
               •   Personal Security
               •   Security Organisation
               •   Computer & Network Management
               •   Asset Classification and Control
               •   Security Policy

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                 Aspects to Evaluate (1)

                 Inventory of Application Functionality & deliverable Services
                 What is the measurable benefit to ESO?
                issues about the file-based proposal-handling process
                 struggling with Postscript
                 current 2-phases too complicated
                 a test-submission for proposals should be feasible
                issues about VLT Archive System
                 search for the status of a SM-observation (UC)
                 access to SM-data should be available earlier
                 apart from the title, the archive should include the abstract, links to images, OB´s,..
                issues about VLT Data Flow system
                 pipeline-processed data should be released to PI´s more quickly (UC)
                 EIS pipeline shall be released (delay because of outsourcing)
                 more service for data-reduction requested (UC)
                end-of-mission-report should comment on the instrument-performance; (delay
                 because of outsourcing)
                status-quo of actually delivered services (study-definition p.5)

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             Aspects to Evaluate (2)

               Specification of a reliable & performant framework for future developments
             Network Infrastructure
               leased line to Chile to expensive / VPN infrastructures
               broader bandwidth requested (UC)
               quicker data-access (UC)
             HW and OS Infrastructure
               Unix area >> HP is unsatisfactory and to be replaced by Linux (UC)
               desktop area
               the archive-quota limit should be discarded (UC)
                 storage-access & improve network attached storage
               computer- and network-facilities must be improved (UC);
             Operational Security (all aspects)
               user-access (authentication, authorization, anti virus)
               encryption (transfer, storage)
               (high) availability/ redundancies
               data quality / integrity

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                 Aspects to Evaluate (3)

                 Staff: ESO IT staff in general & external support staff
                support staff (in appropriate organizational grouping)
                resource allocation
                coordination between sites
                resource expenditures vs. resource workload

                 Contracting & Outsourcing
              IT-procurement
              key elements for outsourced support-services
              automated extension of current outsourcing-contracts without further

              actual cost elements (eg. CMDB) and respective expenditures;
               their development over the past years
              targeted cost-structure and respective foreseen budget

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                 Aspects to Evaluate (4)

                 Standardization & continuous Quality Improvement
                 regarding Process:
                Change-handling, Upgrade & Migration
                 - Research/ engineering-related,
                 - IT-technical,
                 - Updates of web-sites (UC)
                Methods SW-development
                 (ESO-specific vs. V-Model vs. iterative models)
                Methods operations
                 (maintenance concept, ITIL, SLA´s, support, Service Management, Availability
                 Management/ Security Handling,...)
                 regarding Architecture:
                IT environment SW-development and SW-architectures
                IT environment for
                 - administration, engineering (online, offline), scientific research and storage
                 in terms of
                 - HW, OS, LAN-topology, WAN-connectivity, security policy framework,applications

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               Means and Result (1)

                Means for study conduction
              Go through documentation
              Team-workshops
               brainstorming, prioritization, classification, agreement on further
              Interview with individual staff
              Iterative feedback- & review session
              Modelling & documenting

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               Means and Result (2)

                Suggested Study Result
               holistic approach in extension of the originally requested structure
              Documentation of the a.m. evaluated aspects on
                 – status-quo:
                   recommendation on short term improvement for the respective
                 – future target:
                   recommendation on generally derived IT-strategy
                   (this can result an 3-area-scenario similar to the one outlined
                   in the TEKOM proposal)
              Roadmap of how to pragmatically reach the long term target in
               iterative optimisation steps

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              Next steps?

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