© 2004 Computacenter – Company ConfidentialInternal Use Only

Services Framework

David Alexander

4th February 2004

© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only

2

Outline

• What is the Services Framework?

• Why are we investing now?

• What are the benefits?

© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only

3

The underlying principles of Computacenter

© Achieving Breakthrough ServiceHarvard Business School

Operating Strategy and Service Delivery System

Profitability

Revenue

GrowthInternal

Service

Quality

Employee

Satisfaction

Employee

Productivity

Employee

RetentionExternal

Service

Value

Client

Satisfaction

Client

Loyalty

• Work place design• Job design• Employee selection and development• Employee rewards and recognition• Tools for serving Clients

• Service Concept: results for Clients

• Service designed and delivered to meet targeted Clients’ needs

• Retention• Repeat business• Referral

© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only

4

The Computacenter Strategic Service VisionTarget Markets

Clients• Corporate• Public Sector• Large to medium• UK and Europe• Systems Integrators

Partners• Hardware technology

vendors• Independent software

vendors• Systems Integrators• Niche / Specialist

Service Providers

Employees• Service delivery and

support professional• Sales professionals

Service ConceptClients• Choice, Independence• Scale and flexibility• Service Quality• Can do attitude• Skilled resources• Work through IS Function in a

non threatening manner• Clarity of scope:-

• Technology Sourcing, Infrastructure Integration, Managed Services

• Trusted Advice, Implementation and Management services

Partners• Market Footprint• Client Relationships• Volume of business potential• Speed to market• Depth and breadth of skills and

resourcesEmployees• Long term career path• Varied work• Investment in individuals

development• Attractive remuneration and

support services• Want to work in one team

success focused culture

Operating StrategyClients• Scale delivery engines• Application of best practice in

a practical pragmatic manner• Sustainable differentiation• Constant feedback loop for

satisfaction and improvement• Relentless Innovation• Relentless prudence• Value adding approach• Lowest unit cost provider for

comparable service qualityPartners• Consistency and commitment

to relationships• Easy to do business• Effective administrationEmployees• Strong service personality• Focus on quality,

satisfaction, competencies, empowerment

• Rewards and recognition for achievement

• Ongoing learning and development

• Support for work / home balance

Service Delivery SystemPeople• Trained, knowledge sharing• Operating in flexible resource

pools, one team cultureServices Framework• Integrated best practice,

processes, checklist, tools, templates, standards

• Operationally used across business for remote or local delivery

Scale Engines• Hatfield Operations Center• Service Support Center• Service Operations Center• Integration Center• MaintenanceIntegrated Information Services• Service Management Tool Suite

including E-Commerce offerings• Engagement Management

Toolsuite• WMTS, Parts Management and

Logistics, Financial & HR• Business Process Management,

Scheduling, Reporting and Measurement, knowledge management

© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only

5

The Services Framework in context

What we market, sell, deliver and support

Infrastructure Services and Solutions

Transforming IT service delivery

Technology

Sourcing

Infrastructure

Integration

Managed

Services

Implement ManageAdvise

How we do it consistently, delight our clients and continually improve

Knowledge Proof Trust

Services Framework“Computacenter’s application of best practice”

Demand, Bid, Document, Implement, Operate & Support, Improve, Extend & Renew

Policies, Processes, Checklists, Reporting and Measurement, Information Services, Tools, Assets, Standards Compliance

© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only

6

Excellence in execution across the business cycle

RenewExtendA

gility

Inn

ovatio

n

Drive

Flexib

ility

Demand Bid Document Implement OperateSupport

RenewExtend

ThoughtLeadership

Awareness

DemandCreation

QualifyIn / Out

Exit orShortlist

ScopeDesign

CostBid

Selected

Exit orContract

PlanNegotiate

InitiatePlan

ExecuteBusinessTake On/ DeliverProject/

Engagement

Handoverto

Support/ operations

Deliver

Improve

Grow

Renewal

WinLose

ExitRoll on

Measurable client and employee satisfaction

Continuous Improvement

Sustainable competitive advantage over the long term in CC target markets

© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only

7

Services Framework – Core Principles

Risk managed by appropriate

area

Complete & consistent

Focused on Client

Satisfaction

Non-duplication of effort and resources

Consolidation where sensible Repeatable

Organisationally neutral

Manageable through KPIs

Modular & Easy to understand

Positive differentiator for Computacenter

Foundation for trust and

knowledge growth

Standardisation leading to

quality

© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only

8

Demand Bid Document Implement OperateSupport

RenewExtend

Logical Services Model

Information Services, Reporting and Measurement, Quality, Satisfaction

Client Relationship Development & Management

Clients / Markets / Segments

Dev

elo

pm

ent

& I

mp

rove

me

nt

Pro

gra

mm

e

Ser

vice

s F

ram

ewo

rk &

AIM

Po

rtfo

lio

WH TRG CP HR CE DR IS SP VA PROC LOG

IC CFG RDC PPM FES SOC SSC LGL MKT SDM FIN

Internal Service Providers

Qualification, Pipeline, Bid Co-ordination, Advise, Configure,

Costing, Pricing, Negotiation Support, Contracts

Service Implementation, Quality, Delivery & Improvement, Billing,

Client Satisfaction

Operational & Service Level Agreements, Rate Card, Transfer Price

© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only

9

Services Framework – Basic Composition

Valu

ed, em

braced

, used

and

pro

mo

ted b

y all Services Framework

PoliciesMethods

Processes Procedures

Checklists

SpecificationsToolsTemplates

Assets

Knowledge sharing, success-focused culture

centered on effective teamwork

PriceValue

Cost Service Excellence

Leadership

© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only

10

Demand Bid Document Implement OperateSupport

RenewExtend

KnowledgeAcquisition, analysis, and application of knowledge for improvement e.g Bid to win, costs, margin, reduce risk, client sat, intelligence

Information and communication servicesCapture, transact, report, measure and communicate critical information and automate delivery of services (e.g. SMTS)

PolicyStrategy, parameters, culture, exclusions, Standards, Glossary of Terms e.g Sales, Service Configuration, Costing & Pricing, Partners, Contracts

MethodsPhilosophy and approach logical grouping and management e.g. Campaign, Implement, Operate and Improve

ProcessesConsistency, effectiveness efficiency, measurable, best practice e.g. Selling, Bid, Service Design, Sizing, Costing, Audit, Implementation, Operation, Incident, Request, Reporting

AIM Packaged ServicesFlexible, Modular, Scalable, Competitive, integrated e.g. Portfolio Management, Document Integration Services, Managed Availability, Managed Services, Design, Deployment, Transform etc…

The Services Framework underpins our business cycle

© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only

11

Examples of SF programme elements

• Best Practice development, adoption and extension– Service Management Processes (ITIL, BS15000, CoBIT)– Engagement Management (Consultancy and projects - PRINCE2, ISEB)

• Master Services Index• Standards register and compliance• Glossary of Terms• Client and Employee Satisfaction Measurement• Underpinning information services and tools

– Service Management Tool Suite (SMTS)– Business Process Management Solution (BPM)– E-commerce platform– Reporting and Measurement– Intellectual Property, Knowledge and Content Management– Engagement Management Tool Suite (EMTS)

© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only

12

BPM – 1,200 processes, 2,000 checklists

© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only

13

BPM – Huge opportunity

© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only

14

Triangular Relationship key to success

InfrastructureServices Provider

Services Framework

Information Services AIM Services Portfolio

SMTSv3.0 EMTS etc...........

Policies, Methods, Processes, Procedures, Checklists etc

Value Propositions Go-to-market strategy& campaigns

CLIENTS

MARKET

Technology Sourcing

Infrastructure Integration

Managed Services

RDM - RSM - DIS

© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only

15

Why are we investing now?

• We must be ready for the future

• We must improve today whilst we are doing well

• The business will only become more complicated overtime and we need to make it as easy as possible do a great job

• We have got to secure top line services revenue growth without reducing margins

© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only

16

Why are we investing now?

• We are small enough to: – Integrate the Services Framework into the business– Seamlessly link the business together with it

• We are large enough to need documented and operationally adopted best practice

• We can afford to make the investment and secure competitive advantage

© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only

17

Demand Bid Document Implement OperateSupport

RenewExtend

Time

Ris

k /

Co

stReduce risk at each stage of business cycle

Current state

Desired future

The Services Framework delivers clear processes, procedures, checklists, understood costs and risks and management plan and access to a pool of expertise and knowledge representing best practice.

© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only

18

Demand Bid Document Implement OperateSupport

RenewExtend

Exceptional client experience

Time

Cli

ent

exp

erie

nce

The Services Framework clarifies what Computacenter stands for, the value we add, how we do things and delivers proof of our ability.

Current state

Desired future

© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only

19

Benefits expected and being measured

Exceptional Client experienceFaster benefits realisation and ROI for ClientsMeets Client & market requirementsEasier to buyLow risk to deliverPositive differentiator and source of competitive

advantage for Computacenter and its’ ClientsPredictable financial performance Increased and repeated sales

© 2004 Computacenter – Company ConfidentialGroup Corporate Development - Internal Use Only

20

Services Framework Summary• Helps all of us daily to deliver outstanding service to our clients• Improves and sharpens our focus on what we bid for and ultimately

deliver to our clients• Reduces risk and cost through efficiency and proactivity • Improves understanding and knowledge• Enables organisation to work seamlessly together through clarity of

purpose and trust• Is a commitment to and investment in practical use and growth of

best practice across the business• Improvement employee and client satisfaction thereby leading to

growth in business and profitability• The Services Framework is an ongoing investment for all of you

“The Services Framework is a triumph of substance over spin” – David Alexander