IT Outsourcing 2 0 Age of cognitive computing

IT Outsourcing 2. 0 "Age of cognitive computing in IT Infrastructure management“ Burcak Soydan Infrastructure Services Country Leader IBM Global Services Turkey

Some companies survive longer than others IBM is operating since 1911 in Turkey since 1938

We are leading to a new era of computing

And competing with Hollywood on cognitive

This is how cognition works. © 2014 International Business Machines Corporation 5

The making of an expert. © 2014 International Business Machines Corporation 6

But even experts face challenges in our current environment. © 2014 International Business Machines Corporation 7

Watson scales expertise to expand what’s possible. © 2014 International Business Machines Corporation 8

Watson is creating a new partnership between people and computers that enhances, scales and accelerates human expertise. © 2014 International Business Machines Corporation 9

We are the leading IT Outsourcing & Managed Services provider in the world Integrated Global Delivery Capacity Delivery Services Data Centers • ~6. 7 M square feet • ~330 data centers Cloud Services • 40 data centers Business Continuity and Resiliency • 146 resiliency centers Security Services • 10 SOCs Call Centers • 36 centers

. . . also the largest IT Services Company in Turkey 77 814 #1 Yıldır Türkiye’de Yerleşik Teknik Uzman Türkiye’nin en büyük IT hizmet şirketi* 132 IT Dışkaynak hizmet müşterisi 3. 200 m 2 Veri merkezi alanı Sunucu Yönetimi * IDC 2015 Araştırma Verisi ISO 27001 Bilgi Güvenliği 500. 000+ 52 Bakım verilen cihaz Şehirde yerleşik hizmet ekibi ISO 22301 İş Sürekliliği 100+ PCI-DSS Altyapı alanındaki üreticiler ile global ve lokal iş ortaklığı ISO 9001 Kalite 55. 000+ Hizmet verilen son kullanıcı 3. 500+ ISO 20000 BT Hizmet Yönetim 1. 5 m+ 1. 000+ Yıllık karşılanan çağrı adedi Network ve Güvenlik cihazı yönetimi ISAE 3402 (BDDK Uyumluluğu) GİB E-fatura, E-defter, Earşiv Özel Entegratörü

and we are transforming the outsourcing model with Cognitive & Cloud Legacy Outsourcing Transitional Phase Outsourcing 2. 0 Operational Tactical Strategic Efficiency focused Efficiency & Skills focused Transformation & Innovation focused Reactive management Proactive management Predictive management Dedicated Infrastructure Shared + Dedicated Infrastructure Cloud Infrastructure (Hybrid) Flat fee Variable fee Pay per usage Local Delivery with global support Local + Global Delivery as best of breed Manual Tasks Task automation Robotic Process Automation Cognitive! Component level SLAs Service based SLAs Business outcome based SLAs Stand-alone & Closed Multi-sourcing friendly Pre-integrated ecosystem Cognitive!

Global Deployment Status • 99 K servers across 116 client environments • 670 K incidents processed sinception, 211 K autonomously resolved and 125 K with automated assistance • Client examples: • IGA: 7. 8 minutes Mean Time To Resolve, and 48 seconds Mean Time to Respond • Healthcare Provider: In 6 months, 50% of all tickets were automated, reducing MTTR from 41 hours, to 14 minutes • Public Sector Client: 70% of all incidents and 90% of Sev 1 incidents are now being managed by DA, cutting average handle time in half • Distribution Client: 53% of total incidents auto resolved, saving 32, 380 minutes (~540 hours) • Average of 50 -100 minutes of saved labor per autonomous resolution / fulfillment • Up to 40 minutes of saved labor per automated assistance 2015 Plan • Deploy to 216 clients (~201 K servers) • Objective of >50% of L 1 incidents / requests autonomously resolved across all environments

Today we have the ability to automate upto 50% of L 1 and L 2 tasks Traditional Support Stack Automated Support Stack Service Strategy Service Design Continual Service Improvement Operations Activity by Tier 17 IBM / Customer Name Confidential Manual Operations ng ine l. E tua ity Vir Ac tiv ity L 1 L 2 Ac tiv ity cti v L 3 A y vit L 1 A cti ity tiv Ac L 2 L 3 Ac tiv ity ers Service Transition Automated Operations Service Operations

What Value is Automation Targeted to Provide? Consistent & Predictable Outcomes Improved Service Quality Reduction of Human Error Rates Enhanced Response & Remediation Times Increased Mean Time to Failure Scalability to Meet Peak or Atypical Workloads Enrichment of Inputs to Human Engineering Enhanced Security and Compliance Posture 18 Reduce Costs IBM / Customer Name Confidential Enable Innovation

THANK YOU !