Dr. Ferri Abolhassan
1. September 2015 0

Quality is everything

At first glance, cloud computing offers a huge range of choices: private, public or hybrid? Hosted at a German data center, with the corresponding strict data privacy regulations and optimum data security? Or simply where it’s cheapest, even if the providers do not give top priority to service or security? Globally scalable platforms and infrastructures or by-the-numbers cloud? – Without a doubt, users today can choose from a nearly unfathomable variety of services, platforms and delivery models. And their ultimate decision largely depends on individual factors: security needs play a role, as do the care the provider exercises in handling data, the user-friendliness of the offering, the experience the service provider brings to the table – and sometimes only the cost counts.

Therefore, we face a compulsory exercise as an IT provider: we regularly review the market to see whether our services are positioned correctly and whether our strategy is actually serving our customers’ needs. That’s why we surveyed the experts at ISG – the world’s leading outsourcing provider. The results are clear, as a few examples show.

According to ISG, IT quality is a primary decision-making criterion in the selection of a service provider, one which the customers actively demand. 98 percent of those surveyed indicated that IT quality is “very often” or “always” decisive.

Especially in the digitization context, IT quality – in the sense of reliable, stable IT processes – continues to increase in importance. IT quality is the foundation for innovation. The survey of the ISG advisors confirms this: 97 percent of those surveyed indicated that IT quality has become “highly” and even “very highly” critical to the success of individual business processes at companies.

For us, these statements do not leave any doubt: quality is the factor that counts most and cloud providers like us have to do everything possible to guarantee the maximum quality and reliability of their IT. That’s why I am absolutely convinced that our Zero Outage program for quality assurance remains without alternative. We have invested many millions of euros since the start of the program and had TÜV Rheinland test and certify the effectiveness of all of its processes.

At the same time, it is clear that there is no such thing as IT without incidents or 100 percent reliability. But the target of 99.999 percent reliability can be achieved. That corresponds to around five minutes of downtime per year. To do so, we have established a sophisticated interplay between people and technology to ensure high-availability, ? stable, secure IT. An MoD (manager on duty), for example, is available as a contact person around the clock. These quality managers coordinate all activities, take the lead in finding a solution and remain on board as the person responsible until business operations are restored. The same applies to me and my colleagues in top management: a representative is really available to the incident team around the clock. In an emergency, the team can call on someone from top management – even if it’s in the middle of the night or on a weekend. And we don’t only apply this approach to sudden, unexpected incidents, but also to the “normal” planned updates (changes), of which we handle nearly 300,000 each year.

For us, quality means that we always take care of the little things, the details, down to the very last adjustments. And when ISG states that “quality management is decisive to success at all levels,” I agree with this opinion completely, based on my practical experience. After all, according to the study, quality “should be implemented at the process, technology, organizational and employee levels.”

My personal summary: particularly in the context of digital transformation, our customer’s demands of us are defined clearly and unambiguously. This is confirmed not only by the results of the study, but also in our many meetings with our customers. And it is also clear that we have to reaffirm the trust they have placed in us every single day.

Leave a Reply

Your email address will not be published. Required fields are marked *

By sending this comment you accept our comment policy.

a) Blog visitors are always invited to comment.

b) Comments are supposed to increase the value of this weblog.

c) Comments will be activated only after validation.

d) Comments which do not relate to the topic, obviously violate copyrights, have offensive content or contain personal attacks will be deleted.

e) Links can be inserted to the comment but should refer to the topic of the blog post. Links to other websites or blogs which do not refer to the posting will be considered as spam and will be deleted.



tsystemsCom @tsystemsCom
T-Systems  @tsystemsCom
Let's take a quiz: What do you remember about #WannaCry? @BackofenD about the need of a comprehensive immunization… https://t.co/jZmL5zeSTr 
T-Systems  @tsystemsCom
#Digitisation also holds great promise in Public #Healthcare but fundamental challenges be overcome to create the r… https://t.co/o82LNVq9dt 
T-Systems  @tsystemsCom
#DigitalTransformation is front of mind for many senior executives, but too often #security is left behind, knows… https://t.co/7INkOONQca 
T-Systems  @tsystemsCom
Making the most from your #cloud: 10 best practices recommended by cloud computing experts and IT managers who are… https://t.co/MLF3xxrVDu 
T-Systems  @tsystemsCom
The Internet of Things needs your #Mobile: #IoT can’t connect the next billion until we reinvent mobile @SAP:… https://t.co/WxDHNUPfZP 
T-Systems  @tsystemsCom
Seven techniques that will help create natural project checkpoints, stakeholder feedback loops, and system adjustme… https://t.co/KowaYzEy4W 
T-Systems  @tsystemsCom
Big savings with the #cloud: Just being in the cloud costs about the same as for 500 workloads as it does for 2,000… https://t.co/kWygNZYJdf 
T-Systems  @tsystemsCom
Digital twins are the next innovation in manufacturing and by 2020 at least 50% of big manufacturers will have a… https://t.co/oS4ZAbQPVw 
T-Systems  @tsystemsCom
#Blockchain and your enterprise: There are four areas to consider when deciding if your business is ready for block… https://t.co/Gg99AqmudS