Seven Pillars of Service in Excellence.

Process Improvement
Service Management
SI Service in Excellence.
The Seven Pillars Model

CuK
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ServiceMonitoring&Reporting

Processes&Workflows(ITIL) Assessments
SSeerrvv
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&
Policies Orrgg
O aa
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CIP
KVP

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The SI Service in Excellence (S.i.E.) model rest on Seven Pillars

which support SI Service Management (SM):

–vertraulich,– Process Improvememnt SM 11.09.24 2

SI Service in Excellence.
The Seven Pillars Model CuK
stu
onm
der

ServiceMonitoring&Reporting

Processes&Workflows(ITIL) Assessments
SSeerrvvice
ice &
&
Policies Orrgg
O aa
nniza
is tionn
atio
CIP
KVP

M
Emitaprlo
be yit
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Service Policies

 The service policies are part

of the SI Policy Handbook and
provide good practice
guidance for Service Manage­
ment (SM).
 The service policies outline
the basic principles and
provisions considered
necessary for a Service
Management (SM) that
equally fulfills the
expectations of customers
and T-Systems itself.
–vertraulich,– Process Improvememnt SM 11.09.24 3
SI Service in Excellence.
The Seven Pillars Model CuK
stu
onm
der

ServiceMonitoring&Reporting

Processes&Workflows(ITIL) Assessments
SSeerrvvice
ice &
&
Policies Orrgg
O aa
nniza
is tionn
atio
CIP
KVP

M
Emitaprlo
be yit
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/Peeoopple
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Process and Standards

 SI implemented ITILv3,
ISO20000 and SixSigma and
adapted its existing processes
accordingly.
 ISO 20000 provides SI with a
measurable quality standard
for Service Management since
it specifies the minimum
requirements to be met by
SM

–vertraulich,– Process Improvememnt SM 11.09.24 4

SI Service in Excellence.
The Seven Pillars Model CuK
stu
onm
der

ServiceMonitoring&Reporting

Processes&Workflows(ITIL) Assessments
SSeerrvvice
ice &
&
Policies Orrgg
O aa
nniza
is tionn
atio
CIP
KVP

M
Emitaprlo
be yit
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/Peeoopple
leNNeettwwo
orrk
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Employee Training And

Network
 Training activities for
employees are bundled in T-
Systems’ corporation-wide
CAMPUS Program.
 Further skill improvement is
supported by e.g. i60-
Webinars
 The Community Days are
one pillar to grant networking
within the community

–vertraulich,– Process Improvememnt SM 11.09.24 5

SI Service in Excellence.
The Seven Pillars Model CuK
stu
onm
der

ServiceMonitoring&Reporting

Processes&Workflows(ITIL) Assessments
SSeerrvvice
ice &
&
Policies Orrgg
O aa
nniza
is tionn
atio
CIP
KVP

M
Emitaprlo
be yit
eer/P
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leNNeettwwo
orrk
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Assessments, Quality Gates Qu
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and Continuous
Improvement Process
 Service improvements are
planned and specified by
process groups of the service
community.
 Identification of service
improvement potentials are
based on the outcomes of the
quality gates 9 and 10.
 In addition ISO assessments
(ISO9001/20000/27001) are
carried out regularly

–vertraulich,– Process Improvememnt SM 11.09.24 6

SI Service in Excellence.
The Seven Pillars Model CuK
stu
onm
der

ServiceMonitoring&Reporting

Processes&Workflows(ITIL) Assessments
SSeerrvvice
ice &
&
Policies Orrgg
O aa
nniza
is tionn
atio
CIP
KVP

M
Emitaprlo
be yit
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/Peeoopple
leNNeettwwo
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Service Monitoring And
Reporting
 Centralized Service
Monitoring is one important
tool that enables SI to
accomplish relevant tasks
successfully.
 Service Monitoring is used
throughout SI to monitor all
critical services delivered to
customers.
 Service Monitoring effectively
supports controlling of
contracted service level
agreements (SLAs).
–vertraulich,– Process Improvememnt SM 11.09.24 7
SI Service in Excellence.
The Seven Pillars Model CuK
stu
onm
der

ServiceMonitoring&Reporting

Processes&Workflows(ITIL) Assessments
SSeerrvvice
ice &
&
Policies Orrgg
O aa
nniza
is tionn
atio
CIP
KVP

M
Emitaprlo
be yit
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/Peeoopple
leNNeettwwo
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Collaboration/Organization

 Essential cooperation models

are agreed between SE, PM
and SM as well as between
Sales and Delivery
 For Nearshore/Offshore
projects a special governance
is designed
 The Operational Integrator
describes the cooperation
within a multivendor
enviroment.

–vertraulich,– Process Improvememnt SM 11.09.24 8

SI Service in Excellence.
The Seven Pillars Model CuK
stu
onm
der

ServiceMonitoring&Reporting

Processes&Workflows(ITIL) Assessments
SSeerrvvice
ice &
&
Policies Orrgg
O aa
nniza
is tionn
atio
CIP
KVP

M
Emitaprlo
be yit
eer/P
/Peeoopple
leNNeettwwo
orrk
k
Qu
Tr
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ruann
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lutng

Customer Orientation

 SI Service Delivery is always

customer oriented.
 Customer Business Impact
and Escalation Management
ensure are basic methods to
ensure customer satisfaction.
 Complaint Management,
Customer Satisfaction
surveys and a sustainable
communication are
mandatory Service tools.

–vertraulich,– Process Improvememnt SM 11.09.24 9

SI Service in Excellence.
The Seven Pillars Model

Summary
Chancen

 Primary objective of SI Service Management

is to establish and preserve a service
culture that is based on excellence,
professionalism and continuous
improvement.
 The Seven Pillars of the Service in
Excellence model lay the foundation for this
commitment.
 Long-term fulfillment of this commitment
will be achieved by properly implementing
and resolutely applying the basic principles
of the Service in Excellence model.

–vertraulich,– Process Improvememnt SM 11.09.24 10

Thank you for your attention!