Data Centre Managed Services Vendor of the Year
CBRE Data Centers delivers total life-cycle facility, maintenance, technology and real estate services for data center owners and occupiers, including enterprise, hyperscale, and colocation clients. Our team of over 2,000 dedicated data center technicians manage 75+ million square feet of raised floor space across 680+ sites in over 45 countries. We support 40% of the Fortune 100’s data centers and managed some of the most business-critical data centers for 5 of the 6 largest technology companies globally in 2021.
CBRE enables exceptional outcomes for our clients through a relentless focus on reliability, efficiency, quality, and innovation across all facets of service delivery. By way of demonstrating our innovative services and industry-leading practices we have recently implemented:
• DCS Shield. This proprietary Risk & Reliability Program is aimed to have the highest impact on reducing risk and unplanned outages in a data centre through a suite of unique processes, technology, assessments, and training.
It’s a proven game-changer, creating a robust, shared risk awareness culture at all levels of the organisation.
The results speak for themselves: 99.99968% Uptime achieved from over 4 million hours of data centre operation in 2021, resulting in just 12.5 hours of downtime, and less than 15 minutes being due to human error. Only 16% of the unplanned downtime was related to human error versus an industry average of 70%.
CBRE ensure consistency globally through the deployment of DCS Shield.
The data center industry is constantly evolving, so it’s crucial to have streamlined processes in place to enable seamless decision making, mitigate risk and provide a solid foundation for progress. CBRE’s proprietary Risk & Reliability Program is aimed to have the highest impact on reducing risk and unplanned outages in a data center through a suite of unique processes, technology, assessments, and training. We refer to our suite of risk mitigation tools collectively as DCS Shield™.
The key elements include:
DCS Select: Our recruiting assessment tool that determines if candidates have the right behaviors and aptitudes to be successful in a data center environment. DCS Select is focused on technical, non-managerial staff and provides a report on strengths and weaknesses against seven key behaviors and two key aptitudes.
Key benefits of DCS Select include:
• Higher levels of job satisfaction
• Better performance
• Increased cost savings
CNet CCAM® Assessment: CBRE utilizes the CNet Competency and Confidence Assessment Modelling (CCAM®) tool to establish and assess the baseline knowledge for each of our data center technicians, and to monitor their improvement over time.
The CCAM® tool provides real-time analysis of both competence and confidence for individuals and teams and exposes root causes of employee behavior (positive and negative) in data center facilities. Its complex software, that maps out an individual’s skill sets, knowledge base, and ability gaps.
The results of each assessment allow the right course of development action to be planned and taken to address an individuals’ weaknesses.
CNet CDCTP®: A training certification for highly competent technicians who demonstrate unrivalled technical knowledge and skills. The CDCTP® certification is highly respected and creates a benchmark of knowledge and skills for data center technicians everywhere. The certification means that we can offer the following benefits our clients:
• Significantly reduced risk by having knowledgeable and proactive technical staff capable of identifying signs of potential failure.
• A technical team with a broad knowledge of codes, legislation and standards instils confidence that the data center can operate effectively whilst consistently meeting legal and contractual obligations.
Human Factors Training: Research demonstrates that no matter how resilient the Engineering Infrastructure appears, nearly 70% of preventable failures relate to human error or process failure. CBRE has invested a significant amount of time and resources to combat human factor related errors by engaging renowned psychologist Dr. Tim Marsh PhD, MSc, CFIOSH, CPsychol, SFIIRSM MD to develop the CBRE Data center Solutions Human Factors Training program. Dr. Tim Marsh is considered a world authority about behavioural safety, safety leadership, and organizational culture.
The resulting program covers wellbeing and other factors which can affect a technician’s ability to perform well and how to act in stressful situations. The is achieved through classroom training, facilitation, group discussions and practical exercises, and aims to increase safety, quality, and efficiency in critical maintenance operations by reducing human error and its impact on maintenance activities.
Critical Environment Risk Management (CERM™): CERM™ is the first-of-its-kind, proven management playbook, and remains at the leading edge with the most rigorous and reliable management and human factors protocol in the market.
It is divided into 5 pillars, containing procedures and processes that drive the right culture, the right behavior and underpin guaranteed reliability.
1. Administration & Site Management: focuses on reporting protocol, providing a plan for monthly contract reviews, and procedures to implement prior to go live, including a responsibility matrix, recruitment process and site standards.
2. People – Competency & Training: this section deep dives into the people on site, to create a site-specific competency DNA. This starts with assessing the skills of all those on site and forming a gap analysis of each technician, which is combined form a site team gap analysis. Training plans are then tailored to each technician on site to fill these skill gaps to ensure maximum competency for our customers. Site inductions are also an important part of this process, and procedures for site induction are kept here.
3. Operations & Maintenance – outlines how we run a data center, including documented procedures to manage:
- PPM Tracking
- Critical Spares
- Asset management
- Emergency response
- Incident escalation
- Rounds & readings
- Shift log
4. Planning, Analysis & Engineering – many of the processes in this section relate to projects and project management such as RACI Matrix but also include Root Cause & After-Action Process and IT Capacity Planning Process.
5. Continuous Improvement- focused on assessment and review, this section looks at raised floor management, risk register, operational assessment a financial & life cycle reporting, with a strong emphasis on energy review and sustainability.
We partner with each of our clients to individually craft the CERM™ program to align your business strategy, compliance requirements and risk needs. Each service offering includes unique run books, tools, and best practices. There are over 70 operational and risk mitigating processes, based on CERM’s™ core principals of human factor-based risk management.
CERM™ Quantum: The technology interface and technical application that supports the CERM™ program. Quantum tracks facility and asset information, CERM™ compliance, risk modules, and team training.
Quantum is a Critical Risk Management reporting platform that has been developed to allow total visibility for our staff and our customers, on the management and operations of the critical IT and M&E systems supporting their business operations. This system has been developed by CBRE and is utilized for supporting mission critical facilities.
• Converged Data Centre Operations
CBRE expanded its Data Centre Solutions (DCS) offering to include an additional range of technology services.
CBRE now has the capability to manage and maintain both data centre technology physical infrastructure—hardware and software (e.g., servers, storage, racks)—and data centre facilities (e.g., UPS and HVAC).
In addition, the Converged Data Centre model encompasses services across the full real estate and IT lifecycle, including those in the Advisory and Project Management disciplines, such as: consulting, capital financing, site selection, development and project management, technology workload migration, and disposition of facilities. The integrated offering of technology and facilities management as well as advisory services is called the “Converged Data Centre” model.
CBRE’s clients, particularly those with responsibility for real estate, finance, and information functions, will realise significant benefits from the Converged Data Centre approach. These include reduced costs, improved operational efficiency, visibility of end-to-end operations and associated costs, better informed organisational and investment decision-making, and the ability to move assets off the balance sheet to resemble a cloud financial model more closely.
Fortune 500 U.S. Retail Bank: Migration, Trusted Advisor & Transactions
•Negotiated and secured 300 kw of co-location space under market pricing
•Migrated 3,000 virtual and physical servers supporting 1,000 applications
•35% savings in OPEX and CAPEX and reduced timeline by 8 months
Global Colo Company: Fit Out, IT Design & Installation
•Over 126,000 connections, 950 km of cable and 200 cabinets
•12 -week delivery
•Delivered design, IT procurement, installation, and testing
Global Technology Company: Smart Hands & Hardware Maintenance
•60% savings in vendor maintenance YoY
•80% of all maintenance is self-performed via Converged Ops model
•100% uptime delivered
• Partnered with IBM to offer Smart Maintenance Services. In 2020/2021 CBRE launched a partnership with long term client IBM to provide technology support services for CBRE's clients at select data center facilities it manages.
The new CBRE offering called Smart Maintenance leverages IBM's AI, augmented reality technologies and deep analytics to provide vendor-agnostic, predictive and reactive hardware maintenance for CBRE's data center clients' technology assets.
As part of the agreement, IBM works with CBRE technicians as an on-site extension of IBM's Remote Technical Support. CBRE technicians can now diagnose and maintain IT hardware from a wide range of manufacturers, leveraging IBM's augmented reality and Watson enabled AI technologies while being supported by IBM's global platform, which includes 57 call centers worldwide, tens of thousands IT support specialists and 585 parts centers carrying 1.3 million parts. Now, when a service call is placed, IBM AI technology will ask a series of questions to identify the problem and help find the quickest solution. If physical repair is required, CBRE site technicians can perform this repair under guidance from IBM's central pool of expertise. Additionally, IBM analytics can provide lifecycle review for data center equipment and provide a predictive maintenance service plan.
With this service, CBRE's clients may be able to reduce maintenance and support spending. IBM's advanced IT support management technologies can infuse automation into the support process, including predictive maintenance, cognitive capabilities, proactive monitoring, and asset and life-cycle management. Prior to this, without the advantage of Smart Maintenance's analytics and predictive maintenance driving reduced downtime, CBRE's data center clients would have used Original Equipment Manufacturers and other third-party vendors to help manage their equipment.
CBRE's clients may benefit from reduced time spent on hardware support tasks. IBM's proprietary asset management and support portal, which provides a real-time view of assets and support actions, will automate CBRE's IT support processes, helping employees to further improve their productivity.
By consolidating IT support with CBRE, clients can minimize management overhead by no longer maintaining multiple support relationships, allowing them to shift their focus to more value-add tasks.
The introduction of these tools has had a positive impact on customer satisfaction. CBRE measures customer satisfaction through several vehicles, including:
• Annual Client Satisfaction Survey: This survey is conducted by a neutral third-party consultant, Kingsley Associates. They evaluate satisfaction levels, areas for development, and the outcomes specified in our service contract. This is scored using a Net Promotor Score (NPS).
NPS: The key metric of customer loyalty. The customer answers the question on a scale of 1-10, then to evaluate an entire portfolio and weight by earnings, the formal reporting metric is in range from -100 to 100.
CBRE’s weighted NPS at the most recent survey (mid 2021) was 69.7 (vs industry average of 40).
• Quarterly Business Review Meetings: We meet with clients on a regular basis to review, validate, and improve performance.
We believe the most powerful measurement of customer satisfaction is demonstrated by our tenured relationships and expansion of services. We are increasingly entrusted with growing responsibility and we deliver time and time again.
Our business has grown from $162M in 2016 to $907M in 2020, and we have maintained a 98% renewal rate while managing this rapid growth.