Sony Customer Journey

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1 Sony Customer Journey A declining market share due to new market entrants, Apple and Samsung, meant that cost reduction was a critical issue. The CIO was tasked with reducing the European IT budget by 20% and needed help. Global transformation programme aligning to Sony s 60 th Anniversary Cost savings: 1.67Bn ($1.53Bn) Workforce reduction: 13%

2 Sony Customer Journey Our journey with Sony started with a review of their data centre and grew to incorporate 4 major programmes over 8 years, covering 5 continents and 4500 employees Reduced the total cost of ownership by standardising and outsourcing IT support Developed and implemented a common desktop build Standardise systems platform Centralised the IT help desk Improved efficiency Reduced cost of IT support by 40% per annum Provided IT service management consultancy to address the people, process and technology challenges of the new IT organisation Implemented a stateof-the-art centralised European data centre Completed a gap analysis of as is and to be model Delivered ITSM simulation workshop Facilitated the creation of key ITSM processes Project managed the full implementation of the new European data centre Enhanced network security Reduced headcount Improved customer satisfaction Simplified migration process Improved network availability Implemented consistent tools & processes Implemented a unified login domain Refreshed desktop hardware and operating system Developed and implemented an IT strategy to facilitate the merger of Sony Music and BMG Robust incident, problem and change management processes improved FTF, resulting in increased customer satisfaction

3 Data Centre Consolidation Based on the output from the initial strategic review, Leading Resolutions was invited to deploy a leadership and delivery team to manage the full implementation of a new European data centre from inception to commissioning Challenges Mainframe in one location 5 data centres spread across Europe Planning constraints around building new facility 50% of team on notice of redundancy Customer satisfaction scores improved from 78% to 96% over two quarters Provided specialist capability to manage multiple vendors (Fujitsu, SAP, AT&T and BT) ensuring contract adherence Developed the business case Managed the tendering process for the construction of the UK data centre Managed the physical relocation of servers from Italy, Spain, France, Germany, Austria to Weybridge, UK Completed the data centre move over one weekend, with no impact to the business The project was executed transparently to the business with no service impact and enabled savings of 2.15m per annum Tim Perry IT Operations Director Improved network security, with a single set of tools, policies and procedures Recovery time objective (RTO) for business critical apps reduced from 24 hours to 8 hours Consolidation of web and internet technology services enabled IT support headcount to be reduced by 50% across Europe Established the UK site as a disaster recovery centre

4 Reducing Total Cost of Ownership Outsourced and centralised help desk, implemented a common desktop build and common systems platform with a rationalised European-wide applications suite Standardised support via one centralised help desk improved efficiency and reduced the cost of IT support by 40% per annum Chris Jackson VP Service & Operations Increased critical server patch coverage from 78% to 97% Reduced applications portfolio from 195 to 43 Moving infrastructure estate from OpEx to CapEx released 638k per annum Customer satisfaction scores improved from 67% to 96% over two quarters Managed the review and selection of a new outsourced support partner Rolled out a new infrastructure Consolidated directory services, authentication, security and patching Supported the Sony procurement team in negotiating the support contract and service agreement Completed a refresh to a common desktop Reduced and standardised the applications portfolio on a Europe-wide basis

5 IT Service Management Consultancy Developed strategies to address the people, process and technology challenges of the newly formed organisation, using ITSM best practice to facilitate alignment of IT to business objectives The implementation of the new service management capability has been a huge success thanks to Leading Resolutions project management and technical expertise Mike Crawford Service & Operations Director Robust ITSM processes were implemented after the workshop, including: Incident management Problem management Change management Configuration management Quarter-on-quarter FTF rate improved from 63% to 84% Delivered ITSM simulation workshop for Sony s key players, bringing to life the key principles of ITSM Identified key issues to be addressed by the new organisation and ITSM processes to be defined and implemented Assessed current state of ITSM process maturity Conducted a gap analysis of requirements to fully integrate ITSM processes

6 Active Directory and Exchange Migration Developed and implemented a unified and renamed login domain for the newly merged Sony BMG Music Developed the IT strategy to facilitate the merge Consolidated the Sony and BMG environment (Active Directory and MS Exchange) Refreshed ageing infrastructure (WAN, LAN, servers, firewall) Refreshed ageing desktop hardware and upgraded operating system Network availability improved from 98.8% to 99.7% Implemented a global core network via selection of two vendors A simplified migration strategy enabled 18,000 mail accounts to be upgraded over a single weekend, with an error rate of only 0.01% Robert Yaus Group CIO Sony Music Global filtering reduced breaches of internet usage guidelines ID admin request SLA performance improved from 74% to 98% as a result of consistent admin tools and processes Created an internet filtering solution and global internet policy

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