Delivery of a global inventory masterfile system in the real world of BT Global Services Paul Stansfield OneIT Business Engagement Director

Contents: Who am I, what am I going to talk about? The Business Imperative The Agile process, ways of working, tools and technology The Technology proposition & the decisions on how to do it What we did in the first 3 mths – the Agora platform The transition from small and quick, to safe and strong Celebrations of success - Agora at 1yr old What the business thinks now……case studies Things I hope you take away…..

Who am I, what am I going to talk about? My name is Paul Stansfield I work in the Enterprise information Platform in BT plc I am going to talk about the delivery and utilisation of a brand new information platform - from nothing to fully operational platform My focus is on the business and the delivery How great technology can benefit business How a £10M program of works can succeed in 18mths

The Business Imperative BT needs a reliable and strategic platform to source data for numerous projects and cost reduction plans We have no consolidated and consistent view of customer inventory for propagation to multiple systems, analysis, operational use or ad hoc investigation and reporting Please fix this problem

The Agile process, ways of working, tools and technology Work is done in 3 mth chunks and measured by PIR! Each chunk is started off with a OneIT HotHouse Delivery is a ‘sprint’ during the cycle Methodology is ‘AGILE’ Technology is best for the job at hand Strategic or Tactical is driven by the project deliverables Tool standardisation is a given Vendor choice is prescribed Breaking the rules is allowed Hitting dates and cost is everything Make a promise, keep it!

Technology and Decisions

T&D - AGORA Activity cycle

T&D - The Agora platform Architecture – Engineering View

What we did in the first 3 mths – the Agora platform Inventory Viewer – real time data dash board supporting Service Assurance teams in the Netherlands. First time a consolidated master file system had been delivered into BT operations 127 users accessing the CIVT to get inventory data Benefits of £600k p.a. by reducing the time it takes to join a ‘problem’ to its inventory – declared by the business Agora platform designed and the orders for the infrastructure placed Highly engaged Business team Highly motivated IT team

The transition from small and quick, to safe and strong Delivery Cycles 2 and 3 – Feb 06 – Aug 06 Data available in Inventory Viewer increased by 9 scoped systems, includes Germany and partial UK inventory Inventory Viewer enabled for German roll out commencing end May 06 First AGORA data services delivered for Planned Works tool Orion audits across 3 systems delivered to customer (system signed off, ORT beginning 29/05/06. Live in production 12/06/06) Agora platform hardware and design delivered Agora platform delivered in non UK data centres Agora agreed as integral to the road map to the target architecture 6 systems fully enabled and integrated in AGORA Inventory Viewer - Full data capability to support Germany SA function – Users from Service Assurance, Network assurance, Sales, Billing, Customer advocacy and escalation, Service Delivery Data available in Inventory Viewer increased by another 9 scoped systems, includes Germany, Belgium, Nordics, Infonet Inventory Viewer enabled for German roll out commencing Sept 06 First AGORA data services delivered for Planned Works tool Service assurance consolidation – providing seamless data to the Expedio platform from Orion, TPS, TCR and IS3 to allow the CTMS SA platform to be closed

Celebrations of success Yr 1. Project Cost FY 05/06 £000 Benefits FY 05/06 £000 Cost FY 06/07 To May 06 £000 Benefit s to May £000 Cost FY 06/07 To Sept 06 £000 Benefits to Sept 06 £000 Cumulative Benefits Totals £000 (benefits minus expenditure) Inventory Viewer for SA (146)17(87)109(100) Inventory Viewer Orion Audits 00(70)0(0)14272 Inventory Viewer for SD 00(22)210(0) AGORA Information Hub (platform) (99)0(200)0(700)0(999) AGORA Planned Works interface 00(131)0(0) SA consolidation (620) Totals(245) 17 (510) 319 (1420) £9.753M

Celebrations of success 2 Ben Verwaayen CEO BT On Ireland jeopardy management – ‘Super, thanks for sharing’ Andy Green CEO BT GS On Single consolidated inventory: ‘I’ve been asking for this kind of thing for 5 years, you’re the first team to deliver it’ Al-Noor Ramji – CEO OneIT On Agora and the Inventory viewer – ‘There is huge potential and opportunity here. You should roll out all across BT ’ On the Ireland SD sprint – ‘Fantastic news. Want this on the front page of next month's BT Today’ Kaila Bongiovanni, - Marketing Director, Infoworld On Monday, November 13th, BT will be named to the InfoWorld 100, InfoWorld's highest honor for "End-to-End customer information platform“ Roel Louwhoff - President Customer Service & Network Operations On hearing the above news – “Great news and well done by the whole team! Collective brilliance at its best!”

What the business thinks now……case study 1 For SA consolidation, ops are working on 3 ticketing applications, to reduce this to 1 application, (Expedio) inventory from ORION, Classic, MTNI, TPS, IPMS, IMS and IS3 are needed in Expedio to get a consistent view of a customers’ service inventory, so we can raise tickets and manage the Trouble to Repair process on a single application We use AGORA to get all this inventory in one place and then push it into Expedio, this makes sure its in the right formats and that it stays up to date with orders - adds, changes and deletes being updated every day from AGORA. It enables us to shut down CTMS, the old SA platform, and stop using Classic for SA as well Using AGORA we created a ‘manage aggregate information’ capability This is a re-usable capability, so when the new iVPN solution needed SMARTS to be able to send an alarm to Expedio for a network problem we re-use the ‘MAI’ capability in AGORA SMARTS uses AGORA for its inventory view of iVPN orders and it can rely on the fact that the customer data that relates to the inventory is already in Expedio ready and waiting for an alarm message Both deliveries use AGORA as the inventory master file and this is great example of how a capability can be re-used by 2 completely separate business initiatives.

What the business thinks now……case study 2 MDM as in Meta-Data Management not Master Data Management. EIP has lots of big databases/warehouses. The problem is how to accurately describe and catalog the information content across the silos. Use of industry best practices and tools not only for data profiling and cataloging but also for knowledge management. Single set of tools/processes to cover all the LoBs Self-Service, Web2.0 SDK based solutions. Near-real time. Data not to be lifted/shifted but referred to in-place. Describe business entities like ‘Customers from USA’ or ‘Global ATM Circuit’ not database tables and columns. Allowing users (business and end-customers) to directly fetch the information they are looking for without IT intervention.

Things I hope you take away….. Think big deliver small and quick Take your business partners with you Don’t be afraid to develop by yourself if tools are not there Don’t be afraid to use tools off the shelf either Track delivery as a profit and loss account Solicit feedback and do demo’s and walkthroughs until your teeth hurt Be prepared for the scale of enthusiasm after successful delivery Plan to cope with demand