os portfolio - io - network services_v1-2

8/8/2019 OS Portfolio - IO - Network Services_v1-2

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Together. Free your energiesGlobal Outsourcing

Copyright Capgemini 2009 All Rights Reserved

Infrastructure Outsourcing :

Network ServicesIssue 1-1

Outsourcing Services Portfolio


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2Together. Free your energiesGlobal Outsourcing


This document is primarily intended forinternal use to support activities to promote and standardize

Capgeminis Outsourcing Services Portfolio. Content may only be used externally provided it has been

validated for external use. Content already validated can be found in the Global OS Catalog [link to follow].

This is one of a series of service line catalogs that collectively define our Global Outsourcing Services

Portfolio. The series of service line catalogs comprise Governance, Service Management, Service Desk,Business Process Outsourcing, Application Outsourcing, Infrastructure Outsourcing (covered by 5 service line

catalogs: Workplace Services, Data Center and Infrastructure Services, Network Services, Security Services

and Infrastructure Transformation) and Business Solutions.

The portfolio has a 4 level tree structure:

Level 1 - Service Framework (see page 4)

Level 2 - Service Lines, e.g. Workplace Services

Level 3 Services, e.g. Workplace Management

Level 4 - Service Components, e.g. Application Packaging & Deployment

Each of these service line catalogs describes the services and service components that make up a particularservice line. Note that included client logos purely serve as examples of clients we deliver a service to, and

these clients are not necessarily approved as referenceable. Service components are categorized as core

(sold to majority of clients) or add-on (standalone and/or optional based on specific client need).

For further documentation relating to the service line described in this document and how it fits within theoverall Outsourcing Services Portfolio, visit the OS Portfolio intranet site [link to follow].

Introduction


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Jani Anttila (NIS leader, OS Finland)

Philippe Carron (NIS leader, OS France)

Andrew Donaldson (NIS Strategy, OS UK)

David Jennett (NIS, OS N America)

Ashish Manjrekar(NIS, OS India) Gnter Reichelt (NIS leader, OS Central Europe)

Wilhelm Szubries (NIS Networks & Security, OS Central Europe)

Frederic Thomas (NIS Strategy, OS Global)

Joost Verhagen (NIS leader, OS Netherlands)

Gert Vernhout (Head of Portfolio Management, OS Netherlands)

Lead : Lynn Bairstow (Global IM Service Line)

Sponsor : Gary Sullivan (Global IM Service Line)

Compiled by


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Service Desk

Outsourcing Services Framework

Service Management

Business Process

Outsourcing

Application

Outsourcing

Infrastructure

Outsourcing

Business Solutions

Finance and Accounting

Outsourcing

Procurement & Supply Chain

Outsourcing

Human Resources Outsourcing

Financial Services Outsourcing

CustomerCare & Intelligence Knowledge Process Outsourcing

Management Assurance Services

Application Management

Application Development

Application Testing

Application Hosting

Application Portfolio Strategy

Application Modernization

Workplace Services

Data Center & Infrastructure

Services

Network Services

Security Services

Infrastructure Transformation

Governance


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Infrastructure Outsourcing

Workplace

Services

Workplace Strategy & Design

Workplace Management

End User Support

Messaging & Collaboration

Network

Services

Voice Services

Data Network Services

Network Security Management

Data Center &

Infrastructure Services

Infrastructure Strategy &

Design

Dedicated Infrastructure

Provisioning

Utility Infrastructure

Provisioning

Cloud Infrastructure

Provisioning Onsite & Remote

Infrastructure Management

Security

Services

Security Consulting

Security Management

Business Continuity &

Disaster Recovery

Operational Security

Identity Management

Infrastructure Transformation

Infrastructure Strategy & Planning

Infrastructure Design Infrastructure Transformation Projects

Infrastructure Project Services

Capgemini Infrastructure Outsourcing services provide clients with optimized infrastructure solutions

that underpin their business functions and applications. Through robust, integrated operations built on

IT Infrastructure Library (ITIL) standards, proven technology solutions and specialist technical expertise,

we successfully deliver efficient, scalable and secure infrastructure solutions which balance flexibility

and cost with innovation and future business planning


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Network Services

Data Network ServicesVoice Services Network Security

Management

Capgemini Network Services addresses the data, network security, voice and unified

communication requirements of its clients IT infrastructure, delivered as an end-to-end

service in a carbon conscious manner.

WAN Management

LAN Management

LAN Datacentre Management

Internet Access Management

Applications Networking

Management

Domain Name System Management

Network Assessment

Network Design

Network Optimization

Telephony Management

Contact Center Services (Hosted &

Managed)

Unified Communications Management

Conferencing Management

Mobile Phones & Mobility Management

Voice Services Assessment

Voice Services Design

Voice Services Optimization

Firewall Management

VPN Management

Remote Access Gateway

Management

Refer to Security Services for further

consulting and operationalsecurity services

NB: These services are typically provided as part of a more global outsourcing contract,

not as standalone services. With possible exceptions for consulting based activities


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Copyright Capgemini 2009 All Rights Reserved7Together. Free your energies

Global Outsourcing



Network Services

Internet

LAN WANInternet Access

Management

Legacy and IP

Telephony, Contact

Centres

Security

Firewalls

Security

VPN

Data Network Services Elements

in ScopeData Network Services

WANs, LANs & WiFi, LAN in

Datacentres, Applications

Networking, etc

Legacy telephony, IP Telephony,

Contact Centres, Unified

Communications,

Voice Services Elements inScope

Network Security

Management

Firewalls, VPN, Intrusion

Detection, Intrusion Prevention,

Anti-Virus, Content Management

Network Security Elementsin Scope

Voices Services


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Global Outsourcing


Infrastructure Outsourcing > Network Services :

Voice ServicesProvides design and management services for voice and unified

communications. Exploits industry best practice and

technologies, delivered in collaboration with our alliance

partners


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Global Outsourcing



Voice Services

ServiceComponents

Benefits

Leverages independent expertise and resources (people, process and

technology)

Provides a highly modular and cost-effective approach for an end-to-end solution

Enables carbon footprint reduction through technology deployment

Pricing Approach

Unit Pricing, Cost Plus or Time &

Materials, depending on services

Contacts

Example Clients

Coverage

David Jennett, NIS NA ([email protected])

Andy Donaldson, NIS ([email protected])

Ashish Manjrekar, NIS India

([email protected])

Joost Verhagen, NIS NL ([email protected])

1. Telephony Management Core

2. Contact Center Services

(Hosted & Managed)

Add-on

3. Unified Communications

Management

Add-on

4. Conferencing Management Add-on

5. Mobile Phone & Mobility

Management

Core

6. Voice Services Assessment Add-on

7. Voice Services Design Add-on

8. Voice Services Optimization Add-on

All OS Regions with some exceptions:

In some regions not all UM or mobile

phones services are available.

In Finland: currently no voice services

References below are (for the moment) for internal use only

In NA: Energy Future Holdings, Ontario Power Generation

In UK: Aspire, Swansea City & Council,

In Rest of Europe: Horizon in Holland;


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Global Outsourcing


Infrastructure Outsourcing > Network Services > Voice Services :

Telephony Management

Scope Management of traditional and IP PBX

systems

Integration of the service as needed with

LAN & WAN management; so that SLAs,

QoS, CoS are fully managed, end-to-end.

Management ofVoice Gateways and

endpoints (phones, soft phones, etc.)

Management of IP applications/services

(e.g. Extension Mobility, Auto Attendant)

Proactive monitoring and maintenance Third Party Management (PSTN, GSM)

(optional)

ObjectiveTo provide a fully managed voice service

Client Value

Improved service and reliability.

Pro-active service management and maintenance.

Reducing costs and number of suppliers to manage throughVendor mgmt. Includes

leveraging Capgemini Alliances

Tools & OutputsTools

BMC ITSM

Voice system specific management tools.

BMC Atrium

Outputs PBX provided system usage reports.

PSTN/GSM trunk utilization reports.

Initial Inventory & Baseline Data

Asset list covering PBX systems, voice

gateways, endpoints and all external

links (e.g. PSTN and GSM).

Details on existing support and

maintenance contracts

List of registered users and services.

Governance & Processes

Governance

Client Voice and Data Security Policies.

Steering Committees will enable

coordinated mgmt of these policies.

Capgeminis adopted Best Practices for

Telephony Management. Governance of

contracts performed through Suppliers

Committees and Service Delivery

Reviews.

Processes

DELIVER service management processes

Escalation process with third parties

(PSTN, link providers).

Pre-Requisites

Existing infrastructure documentation

(covering all aspects of existing voice

network).

Client escalation process.


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Global Outsourcing


Objective

Client Value



Contact Center Services (Hosted and Managed)

Scope Hosted ACR, IVR, Predictive Dialer and

other contact center solutions

Management of ACD systems

Management ofCTI servers, IVRs

Management of Web collaboration

systems

Management of agents desktop

applications, skill groups

Administration and Reporting

To provide hostedContact Center solutions from Capgemini as well as a fully

managed service for a client Contact Center

No capital expenditure as well as hardware/software and maintenance support cost for

Hosted contact center solution

Improved service and reliability. Control of agents and call routing retained by the

clients in Hosted as well as managed services

Pro-active service management and maintenance.


BMC ITSM

ACD specific management tools,

reporting tools

BMC Atrium

Outputs

ACD provided agent usage reports

IVR Call reports, CTI performance

reports

Agent and Campaign Quality control

reports


Number of agents, skill groups and

campaigns to support

Number of IVR ports for incoming calls

Number of PRI trunks for outbound

calls

Audit of ACD routing scripts.

Governance





Service Management. Governance of

contracts performed through SuppliersCommittees and Service Delivery

Reviews.

Processes



Routing script design.

Pre-Requisites

Type of Contact Center (inbound oroutbound or both ways)

Existing Contact Center deployment or

Capgemini transformation project in

place.

Existing Contact Center documentation

Third party vendor and service providers

involved


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Global Outsourcing


ScopeObjectiveTo provide fully-managed UnifiedCommunications services through a

comprehensive suite of secured IP solutions including data, telephony and

conferencing, integrated with the clients business applications

Client Value Proact ive and highly reliable service

Integration with client business applications

Improved business and user productivity

Flexibility and cost optimization through purchase of a service versus investing in assets and

building expertise internally Reduced TCO

Reduced carbon footprint through optimum infrastructure utilization and enhanced employee

mobility


BMC ITSM

Unified Communications specific

management tools

BMC Atrium

Messaging and Call Manager tools

Outputs

Equipment provided system usage

reports


Asset list

List of registered users

Configuration documentation


Pre-Requisites

Existing infrastructure documentation

(covering all aspects of existing Unified

Communications system)

Client escalation process

Existing telephony gateway & directory

Capgemini is managing the voice service

or strong co-ordination is required with

this team

Governance

Client voice and data security policies.

Steering Committees will enable co-

ordinated management of these policies

Capgeminis adopted best practices for

service management. Governance ofcontracts performed through suppliers

committees and service delivery

reviews

Processes

DELIVER service management

processes



Infrastructure Outsourcing > Workplace Services > Messaging & Collaboration :

Integration and management of all forms of IP

communication services - phone, e-mail, chat,

voice mail, presence services, fax, workflow

and collaboration applications e.g.

(Sharepoint)

Includes managed service of traditional as

well as IP telephony and messaging. Also

includes the capacity to manage environments

with dual systems.

Integration of the service as needed with LAN

& WAN management; so that SLAs, QoS, CoSare fully managed, end-to-end

Capacity planning / management

Third Party Management (where applicable)

Unified Communications Management


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Global Outsourcing


Scope Fully managed service for voice, video

and web conferencing

Includes asset management, inventory

management, capacity management of

conferencing equipment

Integration of the service as needed

with LAN & WAN management, so that

SLAs, QoS, CoS are fully-managed,

end-to-end

Can include remote video & web bridgemanagement by Capgemini or its

partners, Telcos or third parties (Add-

on)

Covers fixed high end vc, desk based

(MOC, IPC) as well as internal and

hosted web conference

Objective

Client Value Pro-active and highly reliable service

Improving business and user productivity

Improving service quality and reducing costs throughCapgemini alliances with leading

suppliers

Flexibility and cost optimization through purchase of a service versus investing in assets

and building expertise internally Ability to reduce corporate costs such as business travel and real estate, contributing to

environmental targets


BMC ITSM

Monitoring and management tools

BMC Atrium

Outputs

SLA reporting Architecture blueprints

Billing reports (collection of service

providers bills)

Initial Inventory & Baseline Data Relevant client policy and standards

documents

List of information assets and thirdparties contracts


Pre-Requisites

Client Single Point ofContact

Governance

Client voice and data security policies.


coordinated mgmt of these policies

Capgeminis adopted best practices for

service management. Governance ofcontracts performed through suppliers

committees and service delivery reviews

Processes


Capacity management, asset registration


Conferencing application support

processes

Infrastructure Outsourcing > Network Services > Voice Services :Infrastructure Outsourcing > Workplace Services > Messaging & Collaboration :

Conferencing Management

To manage turn-key provision of voice, video & web equipment and support

for these systems & bespoke conferencing rooms


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Global Outsourcing



Mobile Phones and Mobility Management

Scope Management of mobile operator (MO).

Mobility Services Management,

including FMC (optional).

Management of the handset population.

Billing Management.

IMACs.

Managed equipment refresh process as

well as introduction of new services

(3G, GPRS,) (Add-on).

Management of GSM gateway ontoclient LAN/WAN (Add-on).

ObjectiveTo provide a fully managed service for the client mobile phone estate

Client Value Reduced cost of service.

Improved service to client users via Capgemini service desk delivering an integrated

solution in coordination with relevant Mobile Telecom Operators.

Managed Mobility Solutions that brings best value for clients Business, by leveraging

markets best service offers and technologies

Reduced carbon footprint through optimum infrastructure utilization and enhancedemployee mobility

Tools & Outputs

Tools

BMC ITSM

BMC Atrium

Outputs

Monthly Capgemini service desk SLAreporting.

MO service availability reports.


Asset list of mobile phone/user

population.

GSM gateway details.

MO contract service details.


Governance


And also Clients Mobile phone/lines

procurement & expenses policies.




Service Management. Governance of



Reviews.

Processes


Escalation process with third parties.

Pre-Requisites

Existing client service contract with MO.

Letter of authorization (to enable

Capgemini to contact MO on clients

behalf).


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Global Outsourcing



Voice Services Assessment

Scope Schedule and conduct physical site

surveys forVoice as well as relevant

data network sections (for UC)

Auto-discovery and audit of network

devices.

Capgemini will identify potential

technical issues and make appropriate

high-level recommendations based on

this reviews.

ObjectiveTo assess the clients existing Voice infrastructure and identify the steps it

needs to take to be in a position to deploy a Unified Communications

solution

Client Value

Independent Review by Capgemini subject matter experts.

Identification of key areas requiring action. Obtain a roadmap for change.

Tools & Outputs

Tools

Inventory of existing data and telecom

infrastructure.

Outputs

Gap analysis report.


For UC assessment: Information

gathering on LAN / WAN readiness with

respect to Quality of Service, expected

voice call volumes, Power over

Ethernet capabilities, etc.


Governance

Proven DELIVER methodology for

Readiness assessment tests

Processes

Review design documentation and

analyze for consistency, sufficient

capacity, correct voice and call

management planning


processes

Pre-Requisites

Site Surveys

Client Meetings for information gathering

Audit of existing Voice and data NTW

infrastructure

Current and future Voice and Data

Network requirements


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Global Outsourcing


Scope Architecture and Solutions Design forIP Telephony and full Unified

Communications deployments.

Identify opportunities for cost

reductions or service improvements

Selection of products and suppliers

Managing RFP to Telcos and third

parties

Propose improvements to Clients IT

and Business processes

ObjectiveTo provide clients with consultancy on integrated & industry leading Voice

solutions, covering traditional, IP and wireless voice services, multimedia

conferencing, contact centre and full unified communications systems. It

enables clients to select Best of Breed equipment, suppliers and Telcos

Client Value Improve operational efficiency and reliability while reducing costs related to voice

infrastructure management

Building a short to long term roadmap for clients Voice infrastructure that leverages

markets best service offers and technologies, that suit most clients needs

Tools & Outputs

Tools

Standard ERLANG calculators, WAN

bandwidth sizing tools, etc.

System supplier design and sizing tools

(VM/UM, IPT, etc.)

Outputs

Roadmap

Implementation and Transformation

Plans

Architecture blueprints

Initial Inventory & Baseline Data Current voice network infrastructure

(Line database, Telcos contracts, client

sites details (LAN, WAN, existing IPT,

mail system, VM/UM), diagrams &

blueprints)

Asset register

User population data


Governance

Client Voice and Data Security Policies

Best Practice CoS/QoS Policies

Processes

Requirements Gathering Network and Telephony Audits and on-

going Assessments

DELIVER Service Management

processes.

Escalations procedures incl. incident

notification with Telcos

Pre-Requisites

Clients Terms of references or

objectives



Voice Services Design


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Global Outsourcing


Scope This service component is typically provided as an

add-on to Telephony & otherVoice management

services;

Analysis of Telcos and third parties contracts

Proposals of Technologies & possible suppliers

Architecture re-design & Roadmap

Propose change to Clients Infrastructure Mgmt and

Business processes

Production of a Voice Optimization report covering

all services improvements & costs reduction

opportunities

Managing RFP to Telcos and third parties, with

commitment to achieving identified benefits (add-on)

Management of Benchmarks (add-on)

Objective

To identify opportunities for improving clientsVoice architecture, processesand commercial

Client Value Identify key opportunities and areas of improvements, and compare itself to the rest of

the industry

Obtain an optimization roadmap that enable the client to achieve costs reductions and

improve the service to its Business users

Guarantee to cash-in the costs benefits of the proposed roadmap

Reduced carbon footprint through optimum infrastructure & services utilization

Tools & Outputs

Tools

Leading analysts Benchmark tools

Outputs

Opportunities for costs and services

improvements

Report and Roadmap including initiatives

to implement and proposed timing

Initial Inventory & Baseline Data Current Voice infrastructure detailed

descriptions: Telcos contracts, diagrams and

blueprints, etc

Asset register

(Business) Applications requirements &

roadmap


Governance

Executive Steering

Processes

Capgemini Best Practises for Network

Assessment and Transformation

Pre-Requisites Clients Terms of references or objectives

Clients Sizing requirements

Client Single Point ofContact with

availability of key clients leaders (Finance,

Architecture, Delivery lead,)

Infrastructure Outsourcing > Network Services > Data Network Services :

Voice Services Optimization


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Global Outsourcing



Data Network ServicesProvides data network design and management services, exploiting

industry best practises and technologies, delivered in collaboration

with alliance partners among leading Telcos and Product Vendors


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Global Outsourcing



Data Network Services

ServiceComponents

Benefits Drives vendor rationalization and management via an independent single prime

supplier (Capgemini)

Reduces TCO by leveraging industrialized processes and established low cost

service delivery locations

Drives predictable costs thanks to a flexible unit pricing approach

Improves service quality & reliability through proactive service management and

maintenance

Enables carbon footprint reduction through technology deployment

Pricing ApproachContacts

Example Clients

CoverageDavid Jennett, NIS NA ([email protected])

Ashish Manjrekar, NIS India

([email protected])

Guenter Reichelt, NIS CE ([email protected])

Karen Eagling, NIS UK ([email protected])

Philippe Carron, NIS France ([email protected])


Jani Anttila, NIS Nordic ([email protected])

1. WAN Management Core

2. LAN Management Core

2. LAN Datacenter Management Add-on

3. Internet Access Management Add-on

4. Applications Networking

Management

Add-on

5. Domain Name System

Management

Add-on

6. Data Network Assessment Add-on

7. Data Network Design Add-on

7. Data Network Optimisation Add-on

References below are (for the moment) for internal use only

In NA: MDS, Hydro One In UK: Shire, Schneider

In Rest of Europe: Kemira, S-Group in Finland; Hochtief, Tedrive in CE;

Dalkia in France; RWS in Holland

Unit pricing (for managed services),

Cost Plus (for Telcos connectivity

services),

Time & Materials (Consulting activities)

All OS Regions with some exceptions:

In most regions Design & Optimization

services are not mature. Also no

packaged offering is available.


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Global Outsourcing



WAN Management

ScopeObjectiveTo manage data communications connectivity between clients different

locations across one or several countries

Client Value Improving service & reliability to the Business by a professional and 24*7 monitoring &

support

Improving service quality and reducing costs through Industrialized Network Mgmt

Reducing costs and number of suppliers to manage throughVendor mgmt. Includes

leveraging Capgemini Alliances


BMC ITSM

BMC Atrium

Line database

Network monitoring and management

tools

Outputs

SLA reporting Network performance, Trend analysis and

utilization reports (optional)


Billing reports / collection Telcos input

(Add-on)



Pre-Requisites

Agree on equipment inventory with clear

listing of those remotely manageable

Service is: 24x7 monitoring and

management via Capgemini or its

partners network operations centres

(NOCs)

According to countries regulations

Management of TELCOs (Add-on)

including:

* Provision of connectivity & telecom services

* Telecom Expenses Management

Architecture management

Integration of various technologies:

MPLS, ATM, FR, DSL, MW radio,VSATs,

Leverage Capgemini BestShore delivery

centers including the developing IMOC

offer

Current network infrastructure (Line

database, third parties Telcos contracts,

support and maintenance contracts)

Asset register

Detailed Architecture diagrams,Blueprints, existing Operational

Manuals, Client policy documents

Governance

Architecture and Service Quality are

managed withClients through Steering

Committees.


Network Management. Governance of



Reviews.

Processes

DELIVER Service Management processes

Capacity Mgmt, Asset Registration.


(Telcos and Equipment providers), incl.

incident notification.


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Global Outsourcing



LAN Management

Scope 24*7 Monitoring and Support of LANinfrastructure incl. maintenance of 3rd parties

equipment (Core)

Management of wired as well as WiFi LANs

Administration including IMACs

Provision and/or Management of structured

cabling between end devices and network

equipment (using third parties as appropriate)

(Add-on)

Management of value-added applications onto

the LAN as well as the Wan (example: CoSimplementation and end-to-end SLAs for ToIP).

In some limited geographies (eg: Finland)

Capgemini provides LAN virtualization services.

Leverage Capgemini BestShore delivery centers

including the developing IMOC offer

ObjectiveTo manage local area network infrastructure within a building or campus

environment, enabling data communication among local computing and

printing resources within an organization

Client Value Reliable LAN services including Ethernet wired connectivity

Compliance with Industry Best Practices and Standards

Get ownership of the entire infrastructure life cycle

Have predictable costs thanks to unit pricing

Reducing assets costs by leveraging Capgemini global agreements & discounts with third

parties


BMC ITSM

BMC Atrium

Monitoring and management Tools

Outputs

SLA reporting LAN Architecture blueprints

LAN performance and utilization reports

(port base) - (optional)


Current network infrastructure (third parties

contracts, support and maintenance

contracts)

Asset register Detailed Architecture diagrams, Blueprints,

existing Operational Manuals, Client policy

documents


Pre-Requisites

Agree on equipment inventory with clear

listing of those remotely manageable

Governance



Committees.



contracts performed through SuppliersCommittees and Service Delivery Reviews.

Processes


Capacity Mgmt, Asset Registration and

Life Cycle Mgmt.

Escalation process with third parties.


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Global Outsourcing


Infrastructure Outsourcing > Network Services > Data Network Services :Infrastructure Outsourcing > Data Center & Infrastructure Services > Infrastructure Management :

LAN Data Center Management

Scope 24*7 monitoring and support of LAN

infrastructure

Maintenance of 3rd party equipment

Proactive improvement plans

Provision and/or management of

structured cabling between end devices

and network equipment



offer

ObjectiveTo manage local area network infrastructure within the data center environment,

enabling highest performance and reliable data communication between

servers, SAN and applications

Client Value Highest performance & reliability LAN services within Data Centers

Compliance with industry best practices and standards

Get ownership of the entire infrastructure life cycle

Reducing TCO by leveraging Capgemini global agreements & discounts with third parties


BMC ITSM


BMC Atrium

Outputs

SLA reporting

Architecture blueprints LAN performance and utilization reports


Detailed architecture diagrams &

blueprints

Overall view of traffic flow within Data

Center and mapping of critical

applications & servers.

Current network infrastructure

documentation

Asset register


Pre-Requisites Service level and performance objectives

Agreed process for jointly managing

roadmap (deployment of new

applications, changes in traffic flow

within data centers, etc)

Governance

Architecture and service quality are

managed with clients through steering

committees.




Committees and Service DeliveryReviews.

Processes

DELIVER service management process

Capacity management

Asset registration

Life cycle management



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Global Outsourcing



Internet Access Management

Scope This service component is typically provided asan add-on to WAN and/or LAN management

service;

Fully managed service including 24x7

monitoring and management via Capgemini or

its partners NOCs

Possible deployment and mgmt of Intranet &

Extranet solutions

Mgmt of Internet core services such as IP

address mgmt, domain mgmt

Shared or dedicated Infrastructure Leverage Capgemini BestShore delivery centers

including the developing IMOC offer

ObjectiveTo provide reliable and fully managed high performance global Internet

access, using the Best in Class ISPs and Telcos

Client Value Flexibility of accessing as needed the Capgemini suite of Internet Security services (IDS,IPS,)

Improving service & reliability to the Business by a professional and 24*7 monitoring &

support


Reducing costs and number of suppliers to manage thanks to Vendor mgmt. service as

well as Capgemini Alliances with leading ISPs & Telcos


BMC ITSM

BMC Atrium


Outputs

SLA reporting (incl. utilization diagrams)


Log analysis (Add-on for IDS, IPS etc)

Security/architecture recommendations

(Add-on)


Relevant client policy (incl. security/

Internet access policy) documents

Current network infrastructure

information (3rd parties Telcos

contracts, support and maintenance

contracts)

Asset register

Detailed Internet and network

Architecture diagrams, Blueprints,

existing Operational Manuals, Client

policy documents


Pre-Requisites

Sizing of Internet requirements

Governance

Architecture, Security and Service Quality

are managed withClients through

Steering Committees.


Security Management. Governance of


Committees and Service DeliveryReviews.

Processes





Handling of Security Incidents.


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Global Outsourcing



Applications Networking Management

Scope This service component is typically provided

as an add-on to WAN and/or LAN management

service;

It consists in a mix of specific services and

Operational Security Services (see related

section ofCatalogue);

Encompass value added services and

equipment mgmt, :

WAN Acceleration

Content Filtering and Management

Load balancing

Reverse Proxies Telcos value added services for

Applications mgmt and performance

Fully managed service including customer

premises equipment

24x7 monitoring and management via

Capgemini or its partners network operations

centres (NOCs)

ObjectiveTo enhance performance and security for the transfer of clients data

across its network

Client Value

Improving security, quality & reliability of data that Business needs to access


Flexible access to a wide range of value-added services

End-to-end performance and overall management of clients Applications

Tools & Outputs

Tools

BMC ITSM

BMC Atrium

Outputs

SLA reporting

Network performance, Trend analysis and

utilization reports (optional)



Target Applications identified and

support infrastructure described

(diagrams, etc)

Client Security Policies and Standards


Pre-Requisites


Capgemini solutions are validated by

Clients Standard/Security board

Governance



Committees.





Reviews.

Processes



Escalation process with third parties, incl.

incident notification.

Patch & Update procedures.


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Global Outsourcing



Domain Name System (DNS) Management

Scope This service component is typicallyprovided as an add-on to WAN

management service;


monitoring and management via

Capgemini or its partners NOCs

Mgmt of external and internal DNS,

including all aspects of domain

registration and management, as well

as IP address plan mgmt.

ObjectiveTo provide reliable and secured DNS management

Client Value

Improving service & reliability to the Business by a secured & professional 24*7

monitoring & support

Improving service quality and reducing costs through Industrialized Server & DNS Mgmt


BMC ITSM


BMC Atrium

Outputs


IP address plans, with continuous

updates


Existing DNS and IP address plans

Relevant client policy (incl. Internet

access policy) documents

Detailed Internet and network

Architecture diagrams


Pre-Requisites

Availability of baseline data and policies

Governance

Architecture, Security and Service

Quality are managed withClients through

Steering Committees.


Network & Servers Management.

Governance of contracts performed

through Suppliers Committees and

Service Delivery Reviews.Processes







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Global Outsourcing



Data Network Assessment

Scope Schedule and conduct physical site

surveys.

Auto-discovery and audit of network

devices.

Capgemini will identify potential

technical issues and make appropriate

high-level recommendations based on

this reviews.

Objective

To assess the clients existing Data Network infrastructure

Client Value

Independent Review by Capgemini subject matter experts.

Identification of key areas requiring action. Obtain a roadmap for change.

Tools & Outputs

Tools

Inventory of existing data and telecom

infrastructure.

Outputs

Gap analysis report.


Information gathering on LAN / WAN

readiness with respect to Quality of

Service, expected voice call volumes,

Power over Ethernet capabilities, etc.Governance & Processes

Governance

Proven DELIVER methodology for

Readiness assessment tests

Processes Review design documentation and

analyze for consistency, sufficient

capacity, correct voice and call

management planning


processes

Pre-Requisites

Site Surveys

Client Meetings for information gathering

Network audit of existing infrastructure

Current and future network requirements


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Global Outsourcing


Scope This service component is typicallyprovided as an add-on to WAN and/or

LAN management service;

Architecture and Solutions Design

Selection of products & suppliers best

of breed services and products

Propose change to Clients

infrastructure mgmt processes

Technologies encompass LAN, LAN

WiFi, VPN, all WAN technologies (MPLS,FR, etc.)

Objective

To design the clients future Data Network infrastructure, based on its

business requirements

Client Value

Enabling and improving quality of service & reliability to the Business

Reducing costs and TCO

Building an implementation roadmap for clients LAN & WAN infrastructure that leveragesmarkets best service offers and technologies, that suit most the clients needs

Tools & Outputs

Tools

Vendor specific sizing and data gathering

tools

Clarity

Outputs Proposed target Architecture and

roadmap

Implementation Plan

Updated Architecture blueprints (Add on)


Current network infrastructure (Line

database, diagrams and blueprints)

Asset register

(Business) Applications requirements

and roadmap


Governance

Architecture, Security Policies and

Standards. Steering committees for

review of requirements and impact of

design on Policies.

Processes


Assessment and TransformationPre-Requisites

Clients Terms of references or

objectives




Data Network Design


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Global Outsourcing


Scope This service component is typically provided as an

add-on to WAN and/or LAN management service;

Analysis of Telcos and third parties contracts

Proposals of Technologies & possible suppliers

Architecture re-design & Roadmap

Propose change to Clients Infrastructure Mgmt and

Business processes

Production of a NTW Optimization report covering all

services improvements & costs reduction

opportunities

Managing RFP to Telcos and third parties, withcommitment to achieving identified benefits (add-on)

Management of Benchmarks (add-on)

ObjectiveTo identify opportunities for improving clients Data network architecture,

processes and commercial

Client Value Identify key opportunities and areas of improvements, and compare itself to the rest of

the industry

Obtain an optimization roadmap that enable the client to achieve costs reductions and

improve the service to its Business users

Guarantee to cash-in the costs benefits of the proposed roadmap

Reduced carbon footprint through optimum infrastructure & services utilization

Tools & Outputs

Tools

Leading analysts Benchmark tools

Outputs

Assessment of clients Network

infrastructure: includes opportunities

(costs and services)

Report and Roadmap including initiatives

to implement and proposed timing

Initial Inventory & Baseline Data Current network infrastructure detailed

descriptions: Line database, Telcos

contracts, diagrams and blueprints, etc

Asset register

(Business) Applications requirements &

roadmap


Governance

Executive Steering

Processes


Assessment and Transformation

Pre-Requisites Clients Terms of references or objectives


Client Single Point ofContact with

availability of key clients leaders (NTW

Finance, Architecture, Delivery lead,)


Data Network Optimization


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Global Outsourcing



Network Security ManagementProvides network security management services based onrecognised security standards and industry best practices


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Global Outsourcing



Network Security Services

ServiceComponents Benefits Reduces TCO by leveraging industrialized processes and established low costservice delivery locations

Drives predictable costs thanks to a flexible unit pricing approach

Leverages independent expertise and resources (people, processes and

technology)

Improves service quality & reliability through proactive service management and

maintenance

Leverages and integrates all consulting & operational Capgemini Security

Services (see Security Services section)

Pricing Approach

Unit pricing based on user or device

count (for managed services),

Time & Materials (Consulting activities)

Contacts

Example Clients

CoverageDavid Jennett, NIS NA ([email protected])Ketan Prabhu, NIS India ([email protected])

Richard Mason, NIS UK ([email protected])

Wilhelm Szubries, NIS CE ([email protected])

Philippe Carron, NIS France

([email protected])


Jani Anttila, NIS Nordic ([email protected])

1. Firewall Management Core

2. VPN Management Add-on

3. Remote Access Gateway

Management

Add-on

Reference below are (for the moment) for internal use only:

In NA: Astellas Pharma Inc., Farmland Foods.

In UK: Aspire and London Met. Police

In Rest of Europe: Inex, Restel in Finland; Steilman, Schufa in CE; ENECO in Holland

All OS Regions with some limited

exceptions.

Refer to Security Services for further

consulting and operational

security services


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Global Outsourcing


Infrastructure Outsourcing > Network Services > Network Security Management :

Firewall Management

Scope Fully managed service including 24x7monitoring and management via Capgemini

or its partners NOCs

Utilization of different solutions among

industrys leading products (FW-1, Nokia

SW,Fortinet,)

In some limited geographies (eg: Finland),

Capgemini provides FW virtualization

services.

Leverage Capgemini BestShore deliverycenters including the developing IMOC

offer

ObjectiveTo provide secured authorization and access control with negligible impact

on network performance; to manage clients firewalls in order to best

protect their data and assets from internal and external threats

Client Value

Serving the clients need to securely connect business partners, suppliers and other 3rd

parties according to the clients security policy

Improving service quality and reducing costs through Industrialized Firewall Mgmt

Improving Security to the clients Business by fastest access to Security alerts, patches

and Best Practices


BMC ITSM


BMC Atrium

Outputs

SLA reporting (incl. utilization diagrams) FW Architecture blueprints

Log analysis (Add-on)

Security/architecture recommendations

(Add-on)

Client Security Policy updates (from

Client)


Relevant client policy and standards

documents

List of Information Assets and third parties

contracts

If FW already deployed: Blueprints and

diagrams


Pre-Requisites

Firewall H/W and S/W are compliant with

clients security standards

Existing and proposed Firewall services

comply with Security policies in places

Governance Architecture, Security and Service Quality are


Committees.

Ad hoc Crisis teams


Security Management. Governance ofcontracts performed through Suppliers

Committees and Service Delivery Reviews.

Processes DELIVER Service Management processes





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Global Outsourcing



VPN Management

Scope VPN services include:

1. LAN to LAN (Site to site)

2. Remote access (client to site)

Management of TELCOs






offer

Objective

To transfer information securely across the internet, utilizing standard based

encryption technology

Client Value

Get flexibility and cost effectiveness by having access to markets Best of Breed

technologies & services

Compliance with Industry Best Practices and Standards

Have predictable costs thanks to unit pricing

Reducing costs by using Internet for Transport


BMC ITSM

BMC Atrium


Outputs


VPN Architecture blueprints


Relevant client policy (incl. security)

documents

Existing LAN Blueprints and diagrams

List of Information Assets

Third parties contract


Pre-Requisites

VPN services is compliant with clients

security standards

Integrates with (existing) client

authentication services

Governance

Architecture, Security and Service Quality

are managed withClients through Steering

Committees.

Ad hoc Crisis teams


Security Management. Governance of


Committees and Service Delivery Reviews.

Processes






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Global Outsourcing


Infrastructure Outsourcing > Security Services > Infrastructure Security > Perimeter :

Remote Access Gateway Management

Scope

RAG Management services include:

Private Gateway &

Infrastructure support and

administration

Telco Management




Leverage Capgemini BestShore

delivery centers including thedeveloping IMOC offer

Objective

Client Value

Tools & Outputs


Relevant client policy (incl. security)

documents

Existing Blueprints and diagrams

List of Information Assets

Third parties contract


Pre-Requisites

Firewall H/W and S/W are compliant with

clients security standards

Existing and proposed Firewall services

comply with Security policies in places

Provides users seamless access with a single login to corporate resources that are

protected by access control policies

No client software deployment, no maintenance, and no changes to existing servers. Access to corporate resources from any type of device using any type of operating

system.

Scans endpoints for corporate security policy compliance, before and during the session.

To provide secure, scalable and clientless remote access capability for allroaming users

Tools

Juniper

Cisco

Safeword SecureID

Outputs



Governance

Access Control

Communications & Operations

Management Network Security

Processes

VPN Management

Token Management


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Global Outsourcing


Service Roadmaps

Summary of near-term and future activities toevolve each service


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Global Outsourcing



Service Roadmap

Future(18 months +)

Current Baseline Near-term(0 18 months)

TelephonyTelephonyManagementManagement

Voice

Services

MobilePhone&MobilePhone&MobilityMobility

ManagementManagement

UnifiedUnifiedCommunicationCommunication

ReadinessReadinessAssessmentAssessment

VoiceServicesVoiceServicesDesignDesign

UnifiedUnifiedCommunicationsCommunicationsManagementManagement

ContactCentreContactCentreHosted&Hosted&

ManagedServiceManagedService

ConferencingConferencingManagementManagement

TelepresenceTelepresence

IPIP--CCTVCCTV

DigitalMediaDigitalMedia


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Global Outsourcing



Service Development Activities

Digital MediaA comprehensive suite of digital signage, Enterprise TV and desktop video applications deployed on a unified communications network.

IP-CCTVMigration of existing video surveillance services to IP.

Integration of IP based video surveillance systems onto the unified communications network.

TelepresenceCreate in-person communications experiences between people over the network, via high end video conferencing.


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Global Outsourcing




Infrastructure Management Operations Centre (IMOC)NB: Infrastructure cover Network as well as Server, Storage, Databases, etc

Providing industrialized and fully integrated Infrastructure Management Operations Centre services. Capgemini IMOC will be part of a

uniquely constructed 3 tier environment: the Infrastructure Management Service Centre (IMOC), the Twenty Four Hour Support Unit

(TSU) and high end service support functions (leadership and service management teams (include performance mgmt, etc)). IMOC

will provide monitoring, back up and scheduling services for Network as well as Server, Storage, Databases, etc. It will be supported by

our best practises and best of breed tools that will enable efficient operations & highly automated activities.

LAN Datacenter VirtualizationProviding users ofCapgeminis Datacenters withVirtual LAN infrastructure, fully integrated into Capgemini Server Management offer,

seamless in terms of delivery (SLA management) and pricing.

Utility NetworkProviding pay as you use network services to optimize TCO and provide maximum flexibility to Capgeminis clients, for the entire range

of Network Services.

Cloud Computing / NetworkingProviding dynamically scalable and virtualised resources for network services that are fully integrated into the Capgemini infrastructure

cloud. It enables clients not to have to build knowledge and control of the underlying technologies.


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Global Outsourcing



Service Roadmap

Future(18 months +)

Current Baseline Near-term(0 18 months)

Network

Security

Management

FirewallFirewallVirtualisationVirtualisation

UtilityNetworkUtilityNetworkSecurityServicesSecurityServices

VPNVPNManagementManagement

FirewallFirewallManagementManagement

NetworkAccessNetworkAccessProtectionProtection

RefertoSecurityServicesforfurtherconsultingandoperationalsecurityservices

RemoteAccessRemoteAccessGatewayGatewayManagementManagement


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Global Outsourcing




Firewall VirtualizationProviding Capgemini clients withVirtual Firewall infrastructure, fully integrated into Capgemini Security offer, seamless in terms of

delivery (SLA management) and pricing.

Some level of service exist in The Netherlands and Finland.

Utility Network Security ServicesProviding users with a utility service and pricing model, ensuring most flexible as well as highest level of service and response to

demands.

Network Access ProtectionProviding authentication and authorization to users accessing network infrastructures, whilst integrating seamlessly into the overallClient infrastructure.

Some level of service exist in The Netherlands.


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Global Outsourcing


For more information:OS Portfolio : [email protected]

Infrastructure Outsourcing : [email protected]

Network Services : [email protected]

os portfolio - io - network services_v1-2

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