CIO Summit presentation: Richard Wilson, Director, IT Services and Operations, Cable & Wireless Worldwide
2. Director, IT Services and Operations since April 2009
IT and outsourcing change management project leadership as the telco bounces back as a cloud provider
3. Who we are
Cable & Wireless is a venerable name in British communications infrastructure. A name which conjures up images of cable ships flying the white ensign, far out at sea, unfurling cable from an immense drum to keep the empire connected.
4. Our network
Cable&Wireless Worldwide owns the UK's biggest fibre network dedicated to business users of telecommunications. Internationally, we have a cable network spanning approximately 500,000km in length. It reaches across the Atlantic Ocean, through Europe and on to India, throughout Asia and beyond. In conjunction with satellite, we connect every continent and more than 150 countries, either directly or indirectly through our business partners.
5. TOWARDS THE CLOUD WITH OUR CUSTOMERS
Our Next Generation Network (NGN) spans the entire globe. It is specially designed to serve customers, who need a best-of-breed network solution, which is high speed and able to run the mission critical applications and services of large organisations. Our IP-based Multi-Service Platform operates at the core of our NGN, offering a single environment on which voice and data applications can be converged to drive business efficiencies. It is uniquely designed with inbuilt resilience.
6. Flexible computing
Our network is integral to meeting the explosive demands for high-speed data access. High speed connection to mobile, tablet, video conferencing, etc. is only made possible by the networks and technologies that underpin those devices, and it is only cable that can deliver the speeds that are required.
7. INCREASING CAPACITY & FLEXIBILITY FOR NEXT PLC.
Cable&Wireless Worldwide continues to lead high street communications with a five year contract that connects 32 distribution sites and offices in the UK, and Hong Kong for leading retailer, Next plc.
8. Transforming User Experience
Vertex is a leading global Customer Management Outsourcing business with clients in the private and public sectors.
Under a £40 million, five-year private cloud contract, C&W Worldwide is providing a fully-managed Infrastructure as a Service (IaaS) solution for Vertex to host its IT infrastructure, in the UK and India, in a private cloud within C&W Worldwide's secure data centre environments. Vertex also has global access to all its information via C&W Worldwide's high-speed next-generation network (NGN).
Vertex's IT infrastructure was previously a mixture of several platforms. C&W Worldwide is helping Vertex to simplify their existing IT infrastructure, which will consolidate their expanding corporate and customer IT infrastructure, consisting of more than 1,600 operating systems and 600 physical servers, and will accommodate 200 terabytes (TBs) of storage space.
9. State of play in April 2009
Although this part of the original company is primarily UK-based, it still manages to retain a significant global presence, boasting over 20,000km of fibre network in the UK as well as a cable network 425,000km in length.
10. The journey
Wilsonundefineds role is in operational IT, but the close connection between his needs as a purchaser and implementer of IT technologies and C&W Worldwideundefineds various product and service offerings has made his department a useful test bed for technologies and services that may become commercial products for the company.
11. The journey from an IT perspective
Wilson cites the high-definition Managed Video Conferencing tool as an example of a C&W Worldwide product which has benefited from an piloting approach.
12. WHAT REALLY DRIVES USER SATISFACTION?
undefinedWhat is the service we want to deliver to the business?undefined was the question Wilson asked himself last year. A full review followed with the service desk being brought back in-house.
13. Transforming the service desk
Service desk was among a range of IT facets outsourced by C&W Worldwide back in 2007 when the telco found itself struggling to compete with the likes of BT Global Services.
14. TRANSFORMING THE INFRASTRUCTURE SUPPORT
undefinedWhen you have an in-sourced operation you can be a lot braver with the KPIs and these can measure more for satisfaction and then there is a broader view of the service that then leads to more innovation.
15. Key lessons
undefinedOutsource providers worry about the KPIs they have been set, especially if they could end up paying penalties on them. So outsourcers are very innovative in the generic areas where service desks are not that technical,undefined he says.
16. Transforming user experience
undefinedAs an IT department I want to help the organisation with what makes us different in the marketplace, so that means we are not worrying about the infrastructure, although that is important and must work.undefined