IT qualITy Is The decIsIve facTor

for IndIvIdual company busIness processes 97 percenT of The TIme.*

Zero ouTagebesT qualITy for your busIness

*ISG, June 2015

a lIfe wIThouT relIable IT or TelecommunIcaTIons?

The age of digitization has long arrived – no company can escape the need to transform. According to a prediction by IDC, some 30 billion devices will be communicating with one another in 2020.*

As such, digital transformation poses major challenges – to the IT and those who provide it. If the IT is not absolutely reliable, the full potential from connecting and digitizing products and processes is missed – a loss to the company, the economy and to mankind.

*Source: IDC, Worldwide Internet of Things, November 2014, Doc #252330

Whether for business or personal life, IT has become indispensable. Countless processes are supported by highly complex IT infrastructures – often completely unnoticed.

T-sysTems ensures ThaT ThIs never happens.

No professional medical help, no transportation of goods or online retailing, no security in air travel, no international collaboration.

Zero ouTage

Analysts confirm: Quality is now the most important purchase criterion for IT services. High-availability technologies form the foundation for your business. To deliver top-quality infrastructures, T-Systems follows a programmatic approach and a strict zero failure culture.

With its Zero Outage program, T-Systems launched a quality improvement campaign in 2011 that keeps IT operations safe and reliable, eliminates risks and turns the IT into a catalyst for efficient business processes.

This is underpinned by, among other things, structured project planning, certified employees and ongoing reviews of our systems and services. The 3P concept (people, processes, platforms) drives quality activities at every level of the company.

The sole, standard measure is the best result for you, the customer.

The caTalysT for your busIness

IT infrastructures are often not as reliable as they have to be. Causes of unreliable IT tend to cluster in the „3Ps“: people, processes and platforms. Employees are unable to identify urgency in critical situations or lack expertise. Workflow definitions are too complex or are not sufficiently documented. The hardware is obsolete or there are resource bottlenecks. In light of these factors, T-Systems has developed active risk management based on a systematic blueprint, to minimize these very quality-relevant risks:

The challenge ofIT avaIlabIlITy

peopleHighly skilled employees who receive regular training and certification – with a standard culture of discipline and accuracy in all activities.

processesSimple, standardized processes that increase efficiency and ensure high-quality results – at low implementation risk.

plaTforms Standardized, high-performance, high-availability platforms that are always the state of the art – including patch and release levels.

People

1,500,000 vehIclesleave the factories of a global car manufacturer smoothly every year.

10,000,000 cusTomersat the 44,000 gas stations of a global oil and gas corporation are supplied with fuel.

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hors

ten

Futh

500,000,000voIce mInuTes are handled on the IP telephony platform of an international communi-cations provider every day.

The T-Systems Zero Outage campaign ensures that:

T-Systems‘ employees are a key factor in all this success. Efficient quality management is always underpinned by close interaction between man and technology.

Click here for our Zero Outage film.

Our aspiration: undIsrupTed busIness processes

Our mission: Zero ouTage

Our commitment: Top qualITy for your busIness

We live Zero Outage – best quality for your business.

We work to improve quality every day: With discipline, a love for detail and precision in every single step – and years of experience.

With Zero Outage, you can rely on your IT.

One thing must be clear, however: There is no such thing as 100 percent IT reliability. While availability of 99.999 percent – like T-Systems offers – only means downtime of around five minutes each year, there is always a residual risk when technology is involved. Which makes it all the more important to have effective quality management that steps in whenever problems occur.

It‘s why T-Systems has established a comprehen-sive incident management infrastructure – inclu-ding a Manager on Duty (MoD) who is available around the clock and ensures that all systems are up and running again quickly after incidents. The MoD initiates the necessary activities and gets top management involved. Consistent, unsparing post mortems ensure that incidents are not repeated.

To best prepare for every risk, T-Systems has

No risk is insignificant. In the end, it is always about a company‘s ability to thrive. About the future of business strategies. About their success or failure.

how does T-sysTems approach rIsk?

identified some 300 risks, divided them into 40 categories, developed specific measures,

implemented a yearly effectiveness check of the activities.

TesTed and found To be good:

deTaIls: whaT Is behInd Zero ouTage? The Zero Outage program from T-Systems guarantees the very best quality for your business processes and highly available IT services. “High quality is about having reliable

IT systems. […] From that perspective, high-quality delivery is a business enabler for HEINEKEN. […] And that’s why we need a reliable platform.”(Anne Teague, former CIO Heineken)

“We’ve reduced our risk and improved our business continuity, all at a low cost to Consol.”(Johan du Plessis, CIO Consol)

“In the last two years, the Zero Outage program has resul-ted in increased operational stability and SLA compliance with overall performance improvements, a reduction in the number of incidents, and shorter repair times.”(Current Analysis, T-Systems Global Enterprise, September 2014)

“With its background in large-scale outsourcing of networks, data cen-ter, and desktop infrastructure, operational quality is top of mind, and T-Systems has in the past few years provided high-quality operations and achieved its SLAs of 99.99 % availability, and the company is working to-ward a zero-fault tolerance state. Ownership (in DT) of the network enables a high level of optimization and virtualization of the total infrastructure and gives T-Systems the control to guarantee performance end-to-end.”(IDC, T-Systems: Innovation Drives Growth in Cloud, March 2014, Doc #QL55W)

Zero ouTage from T-sysTems

globally consIsTenT process sTandards

More than 600 in-house quality officers worldwide

Annual training and certification of some 21,000 employees

TÜV (Technical Inspection Association)-certified quality processes

1

20 fail-safe twin-core data centers with total floor space of 138,400 m²

140 Managers on Duty assigned each week and 24/7 hotline for critical incidents

End-to-end reliability: 25 global top sup-pliers and 63 access providers are already Zero Outage-certified

accuracy and dIscIplIne as guIdIng prIncIples 3

315,000 changes a year with a success rate of 99.5 %

Consistent double-checking principle for 113,000 high-risk changes

Share of incidents due to changes: 0.02 %

qualITy as a core charac-TerIsTIc – aT all levels 2

Mitigation of nearly 300 risks to operation and projects in more than 20 global pro-grams since 2013

Projects in time, budget and quality: Top 150 projects quality assured, with a total of 900 quality gates and nearly 90 % compli-ance

Over 500 firedrills each year

proacTIve rIsk managemenT 4

T-Systems International GmbH Hahnstraße 43 | 60528 Frankfurt am Main | Germany info@t-systems.com | www.t-systems.com

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global capacITIes.

holIsTIc approach.

Top qualITy.

years of experIence.

saTIsfIed cusTomers.*

Zero ouTagebesT qualITy for your busIness

* TNS Infratest customer satisfaction survey 2015 using TRI*M method: T-Systems is among the top 10 % European ICT service providers, with the most satisfied customers, for the third time running.