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



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



× 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.



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.



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



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.



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



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.



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



Follow up

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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.

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