Download - Service Integration in 20 minutes
Infrastructure Services
Service Integration
2Copyright © Capgemini 2012. All Rights Reserved
Infrastructure ServicesExternal Sales Deck | August 2012
Business Interface
In-house IT
Management
Applications
Server/Storage
Networks
Support
Generation 1
Simple IT
Generation 2
Full Outsourcing
Service Management
Business Interface
Supplier Management
Applications
Server/Storage
Networks
Support
Generation 3
Tower Outsourcing
Business Interface
Service Level & Performance
Management
Tower
Management
Tower
Management
Tower
Management
Multi Supplier
Coordination
Tower Integration
Service Management Evolution
Business IT
Enablement
Agile Sourcing
Tower
Management
Service Store Catalogue
Generation Next
Micro Sourcing
Encapsulated
Services
SaaSIaaS
BPaaSPaaS
Service
Configuration
Management
Business
Process
Orchestration
Service Aggregation
3Copyright © Capgemini 2012. All Rights Reserved
Infrastructure ServicesExternal Sales Deck | August 2012
Business Interface
In-house IT
Management
Applications
Server/Storage
Networks
Support
Generation 1
Simple IT
Generation 2
Full Outsourcing
Service Management
Business Interface
Supplier Management
Applications
Server/Storage
Networks
Support
Generation 3
Tower Outsourcing
Business Interface
Service Level &
Performance Management
Tower
Management
Tower
Management
Tower
Management
Multi Supplier
Coordination
Tower Integration
Service Management Evolution
Business IT
Enablement
Agile Sourcing
Tower
Management
Service Store Catalogue
Generation Next
Micro Sourcing
Encapsulated
Services
SaaSIaaS
BPaaSPaaS
Service
Configuration
Management
Business
Process
Orchestration
Service Aggregation
Systems Management Service ManagementTower-Based Service
Integration
Service Aggregation
and Orchestration
4Copyright © Capgemini 2012. All Rights Reserved
Infrastructure ServicesExternal Sales Deck | August 2012
× Performance data fails to provide value and management information
× Costs are escalating, unmanaged and not transparent
× Managing IT suppliers is difficult and haphazard
× Process performance consistently falls below KPI targets
× Projects do not progress or perform to expectations
× Infrastructure costs are high in relation to industry benchmarks
× Insufficient flexibility to respond to business changes
× Lack of information and visibility to act proactively and intervene
× Lack of metrics and proper process controls
× User perception of IT services is poor
A well implemented, used and managed service integration framework
can address these service shortfalls.
... but as Outsourcing complexities increase so, too, do the challenges.
5Copyright © Capgemini 2012. All Rights Reserved
Infrastructure ServicesExternal Sales Deck | August 2012
The key: Experience, industrialization and collaboration
People … then Process … then Technology
End-to-End Service Integration
Value ManagementBusiness Process IntegrationService Integration
The integration of discrete IT
service elements into a coherent
set of end-to-end services
bound by Operating Level
Agreements (OLAs) and service
element Service Level
Agreements (SLAs).
The management of the
relationship between key
business processes and
their supporting and
enabling IT services.
The management of the
relationship between
business outcomes and
their associated IT
services.
6Copyright © Capgemini 2012. All Rights Reserved
Infrastructure ServicesExternal Sales Deck | August 2012
Service
Integration
Business
Process
Integration
Value
Management
Service Integration: Your multi-sourced IT elements delivered as a single, reliable and cost-effective service.
Your customers
Business Operations
Your retained IT team
Integrated processes, tools and standards
Service Desk & Service Management
Apps
Mgmt
Data
CenterSecurity
End-user
ServicesNetworks
3rd Party
Support
End-to-E
nd Service Integration
Service Integration
7Copyright © Capgemini 2012. All Rights Reserved
Infrastructure ServicesExternal Sales Deck | August 2012
Reduce your operating costs
Increase your control over IT service providers
Increase IT flexibility and responsiveness
Reduce risk, improve governance & compliance
How your business benefits...
Enabling your business to exploit best of breed solutions and to gain the next level of
productivity and quality.
8Copyright © Capgemini 2012. All Rights Reserved
Infrastructure ServicesExternal Sales Deck | August 2012
In the first phase of the project, Capgemini successfully transitioned the Data Center Services (DCS) project to a new, integrated IT
service model within the allocated time period. Key to the success of this phase was Capgemini’s collaborative approach to:
•align the various service component providers to key business-based objectives
•consolidate disparate legacy agency facilities
•reduce state-wide costs for services
•modernize aging IT infrastructure
•increase security and disaster recovery capability
Business Benefits
Case Study: State Government, USA
Business Issue
In 2006, the State of Texas was experiencing significant challenges with its IT outsourcing model. After careful consideration and
analysis, the State’s Department of Information Resources (DIR)determined that a different approach would be required to make the
project successful. An approach that would utilize new technologies, standardize processes, and deliver consistent, integrated, and
transparent services across the state.
Approach/Solution
DIR divided the outsourcing contract into smaller pieces, allowing for greater vendor participation options. Capgemini was selected to
integrate a variety of services including information technology infrastructure library (ITIL) based service management, service desk
solutions, program management, IT security, business continuity, disaster recovery and financial management
9Copyright © Capgemini 2012. All Rights Reserved
Infrastructure ServicesExternal Sales Deck | August 2012
The number of change requests classified as emergencies was reduced by 60% within four months. This level has been sustained,
resulting in a more efficient change control process, without impacting the actual number of changes required. The increased level of
stability has had a direct impact on the services delivered to Welsh Water’s consumers.
A service dashboard was implemented that allows the client to easily monitor the quality of their IT services across the region
(irrespective of the service supplier). Additionally, it enabled Capgemini’s Service Desk to respond to priority issues and manage the
supplier base to ensure a prompt resolution.
By analysing the data from the dashboard, Welsh Water managers are now able to make informed decisions and focus their
technology investment on development and preventative work thus, over a period of time, further reducing the number of outages
across the service.
Business Benefits
Case Study: Utility Company, UK
Business Issue
Welsh Water is the sixth largest of the ten regulated water and sewerage companies in England and Wales responsible for providing
over three million people with a continuous, high quality supply of drinking water and for taking away, treating and properly disposing
of the waste water that is produced. The company engaged Capgemini to improve the quality of service delivery across their IT
supplier base.
Approach/Solution
Capgemini’s Service management Consultancy team was deployed. An analysis of the IT supplier based was conducted. Working
collaboratively with the client, the team implemented the Capgemini Service Integration model and Service Management processes
many improvements were made.
10Copyright © Capgemini 2012. All Rights Reserved
Infrastructure ServicesExternal Sales Deck | August 2012
Capgemini’s feedback resulted in alterations to the original plan and ensured that the Gobierno de Aragón’s investment was
protected. These alterations included:
• Creation of reliable reports that will allow Gobierno de Aragón to establish strategic KPIs and a best practice process to enable
achievement of the strategy
• Optimizing service processes that will enable a better service quality
• Measurement of performance that will enable continuous improvement
• Higher control of operations, with outsourced functions that will allow for improvement in the budgeting of resources
• Improved operations that will set the basis for a better service perception through a more professional Demand Management
process and the first steps towards the implementation of a Service Catalogue: ensuring higher accuracy and reliability of
service commitments.
Business Benefits
Business Issue
After the Gobierno de Aragón, a regional government entity, outsourced IT support for around 5,000 users operating from 3 main
office sites in Northern Spain, as part of a modernization agenda, the introduction of a full suite of ITIL2 processes was required. The
processes had to be implemented within a two-year period and they also needed to create the retained IT Service Management
organization within their IT function in order to manage consistent service delivery across the different service providers.
Approach/Solution
Capgemini put in place a multi-disciplinary program including Service Management Consulting (SMC) experts to deliver independent
feedback on the direction of the plan and on the maturity of the implemented processes.
Case Study: Regional Government, Spain
11Copyright © Capgemini 2012. All Rights Reserved
Infrastructure ServicesExternal Sales Deck | August 2012
Follow up
www.capgemini.com/service-integration
The information contained in this presentation is proprietary.
Rightshore® is a trademark belonging to Capgemini
© 2012 Capgemini. All rights reserved.
www.capgemini.com
About Capgemini
With more than 120,000 people in 40 countries, Capgemini is one
of the world's foremost providers of consulting, technology and
outsourcing services. The Group reported 2011 global revenues
of EUR 9.7 billion.
Together with its clients, Capgemini creates and delivers
business and technology solutions that fit their needs and drive
the results they want. A deeply multicultural organization,
Capgemini has developed its own way of working, the
Collaborative Business ExperienceTM, and draws on Rightshore ®,
its worldwide delivery model.