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bt global services
BT Global Services

About this document:

  • This set of slides is cleared for external use with customers, partners and other BT watchers.
  • It represents the most commonly requested information requests to the communications team and contains a set of facts which can be used to create internal and external presentations.
  • It is generic. It should be tailored for specific audiences (customer types, geography, key messages), and supplemented with additional relevant information.
  • If you need assistance with customer or external presentations, please contact your local Communications or Marketing team member

Version: Q4, 2011/12

BTGS Communications

1

slide3

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

3

who are our customers

Our customers

Who are our customers?
  • Experience and track record of delivery with a range of customers globally

BTGS revenue by sector 2010/11

A global leader in managed networked IT services

  • Multinational corporations
  • Financial institutions
  • Public sector organisations
  • Major companies in our many key markets globally

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

BT Global Services is a leader in IDC’s Marketscape for Asia Pacific Next-Generation Telecom services 2010

4

what industries are they in

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

  • Thisis the value chain representing the development, manufacture, distribution and sale of physical goods and services
  • Thisis 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
  • These are manufactured, consumable goods that have a quick shelf turnover

Local & devolved government

Food

Manufacturing

Retail banks

Central Government

Beverages

Logistics

Global banks

Defence

Personal care

Pharmaceutical

Financial markets

Home care

Insurance

Health

Tobacco

5

our customers 2010 11

Our customers

Our customers 2010/11
  • Examples of some of our customers this year

6

slide7

Our customers

What are our customers’ challenges?

  • Understanding your challenges, and adapting our solutions

Globalisation

SOFTWARE

as a SERVICE

Operational predictability

Productivity & flexibility

COMMUNICATIONS

as a SERVICE

Managing risks

Speed to market

INFRASTRUCTURE

as a SERVICE

Business Innovation

  • We understand networks. We build global, consistent solutions which enable you to run your business critical processes
  • 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
  • We bring together communications and networked IT products and services securely and efficiently

7

what solutions do we provide

Intrusion Prevention Services

Inbound Services

Our solutions

What solutions do we provide?
  • Bringing together a broad portfolio of services into an integrated solution

SOFTWARE

as a SERVICE

Managed Security Services

Hosted ContactCentres

Field ForceAutomation

Self Service

Supply ChainSolutions

COMMUNICATIONS

as a SERVICE

ManagedMobility Expenses

Messaging Security

BT Onevoice

Flexible Working Services

SIP Trunk

IP Telephony& Video

Hosted Voice

BT Onevoice Anywhere won ‘Best Technology Foresight’

INFRASTRUCTURE

as a SERVICE

Applications AssuredInfrastructure

Managed Firewall Services

Secure Remote Access

LAN Management

Virtual DataCentre

Managed Security Monitoring

Web AccessSecurity

DedicatedServices

Internet Services

VPN Services

8

how do we bring it all together

Our solutions

68,500+ trader turrets

Sub-millisecond

low-latency trading

15,000+ BT Radianz member locations

3,000+ applications

supported over

BT Radianz

400+ providers ofapplications to BT Radianz community

170+ countries

How do we bring it all together?

Getting financial services firms to the marketplace faster, more cost-effectively, globally

9

slide10

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

  • 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

10

slide11

Working together

  • How do we ensure we’re addressing real business goals?

Around 6500 global professional services people helping customers unlock hidden value

11

slide12

Working together

  • 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
  • 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

How do we deliver service seamlessly?

  • Single global service model
  • 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%.
  • Service quality:
  • ITIL V3 best practice
  • ISO20000 certified service centres
  • ISO27001 certified service centres

12

slide13

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

13

delivering locally in the uk

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.

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.”

14

slide15

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

15

*accurate as of December 1st 2010

slide16

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 )

16

*accurate as of December 1st 2010

slide17

Working together

US & 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
      • Los Angeles, California
      • Atlanta, Georgia
      • Nutley, New Jersey
      • Princeton, New Jersey
      • Boston, Massachusetts
      • Oakdale, Minnesota
  • Security Operations Centres:
    • Locations
      • Chantilly, Virginia
      • El Segundo, California
      • Princeton, New Jersey

17

*accurate as of December 1st 2010

slide18

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

18

*accurate as of December 1st 2010

slide19

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.

“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 ServicesDeutsche Post DHL

19

what does security mean to bt
As part of our security solutions we offer:

One of the biggest dedicated security practice communities in the world - 1800+ consultants / architects / designers

A market leading, globally available portfolio of managed and professional security services which serve small businesses to global MNC’s to major Governmental organisations

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

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

Our global accreditations include:

  • Developing a world-class, pioneering BCM framework compliant with best practice BS25999 standards, as well as having BS 27001/ISO17799, and SAS70-II accreditation
  • First commercial organisation to become a member of Computer Emergency Response Teams (CERT)
  • 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

20

where are we investing for the future

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

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

Universities

Government

Start-ups

Customers

“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

21

collaborating with tommy hilfiger on innovation

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
  • The solution has transformed the working environment, enabling creativity to flourish in a virtual environment, reducing time-to-market, and lowering costs

“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

22

slide23

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

23

slide24

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

  • BT is delivering communications services, mobile and fixed telephony services, WANs, LANs, and Cable TV services for London 2012 which covers:
  • 80,000connections across 94different locations
  • 4,500km of internal cabling
  • 1,000wireless access points
  • 16,500telephones
  • 14,000mobile phone SIM cards
  • 14,000cable TV outlets
  • Transmitting6 Gbof information every second
slide25

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

25