Infrastructure Managed Services

AgendaAgenda

Computacenter Managed Services today The challenges going forward Response to the challenges

Portfolio approach Underpinning frameworks

Overview of Infrastructure Managed Services Framework

Summary and Questions

Customer profileCustomer profile

105 Customers Wide range of contract sizes and lengths

£1.2m to £100m 3 to 10 years trend is longer Medium to large organisations

Delivery options, on / off-site, field, remote

Managed ServicesManaged Services

Experience and expertiseExperience and expertise

12 years delivering managed services 2,000+ people directly involved in delivering

services 500 Programme, Project and Technical

Consultancy personnel 500,000 Desktops / Notebooks / PDA’s 12,000 Unix and Windows Servers 60 Terabytes of storage 9,000 Network nodes

Our proposition todayOur proposition today

Customer focused Meet business requirements Reduces cost and risk of service provision Release resources to focus on core business Partnership between Computacenter and you / IT Function

Provide an integrated service Multi vendor support Flexible service measured against agreed service levels Full lifecycle of support services available

Challenges for the futureChallenges for the future

Increased flexibility within services levels Ability to scale services up or down Modular packaged but configurable services Rapid response to changes Innovative commercial models Wider range of services Predictability and consistency of delivery Securing economies of scale Benchmarking of services

Strategic intentStrategic intent

Limited Influence

2002 2004

Input/Output

Operational

Ad-hoc/T&M

Desktop

Dedicated

Influence

Consistency

Managerial

Contracted SLA’s

Datacenter

Shared

Infrastructure

Cost per use

8+

Authority

Directional

??????

The programme plan has four top line themesThe programme plan has four top line themes

Themes Why are we doing itFrameworks to make what we do repeatable, scaleable,

competitive, profitablePackaged Solutions combining things we do to deliver business

result, high margin, differentiation, uniques

Packaged Services Improvement and packaging of what we do today to make it easier to sell and deliver

Research and Development

Investments in the future - delivers strategy recommendation, incremental pilots and proof of concepts - delivering business case

Response to the challenges

A portfolio of services and solutions underpinned by

frameworks

KnowledgeFramework

Development

FrameworkImprovement

Infrastructure ManagedServicesFramework

ProfessionalServices Framework

Frameworks to make what we do repeatable, scaleable, flexible and easy to take advantage of quicklyFrameworks to make what we do repeatable, scaleable, flexible and easy to take advantage of quickly

Knowledge Proof Trust

The portfolio is designed to meet customer needsThe portfolio is designed to meet customer needs

ManageResolveControlPredictImprove

ImplementBuild / ConfigureIntegrateInstall / roll-outSupport / Protect TransformRemove

AdviceInvestigateAnalyseEducateInnovateDesignProveTestRecommendSelectPreparePlan

Reseller

Frameworks deliver solution to customers requirementsFrameworks deliver solution to customers requirements

Customer

Supply Chain

Continuity Services

Service Provider

Business Process Ptnr

Commercial Partner

Customer

Solution

Manage

Implement

Advice

Co

mp

on

ents

Frameworks

Document Implement OperateKnowledge Acquisition, analysis, and application of knowledge for improvement

e.g risk, customer satisfaction, intelligence, improvements

Information and communication services Capture, transact, report, measure and communicate critical information and automate delivery of services

Policy Strategy, parameters, culture, exclusionse.g HR, Security, sizing, development, improvement, quality

Methods Philosophy and approach logical grouping and managemente.g. Take on, Deliver and improve

Processes consistency, effectiveness efficiency, measurablee.g. Audit, Take on, Incident, MADC, reporting, Service Management

Packaged Services Flexible, Modular, Scalable, Competitive, integratede.g. Request to Resolution, Asset LifecycleRemote monitoring and response

Frameworks and packaged services deliver repeatable consistent result for our customersFrameworks and packaged services deliver repeatable consistent result for our customers

The benefit of packaged services The benefit of packaged services

RiskPackagedManaged

Service

BespokeManagedServices

Improved results

Modular, innovationFlexibility, scalability

Anatomy of Packaged Service and Solutions Anatomy of Packaged Service and Solutions

D a ta S he etS e rv ice D e sc rip tionC a se S tud iesR e fe re n cesM a rke t L au n chC u s to m er L au n ch

Sales and MarketingCollateral

B id P ro ce ssB id T e xtP re se n ta tio nsB e ne fitsS e rv ice s S tra te gyP ro du ctS e rv ice C o d esT a rg e t M a rke tsS a le s cyc leC o m p etit io n A n a lys isM a rke t A n a lys isQ u a lifica tionC h e ck lis tP a rtn e rsh ipsS a les L au n ch T ra in ing

Sales SupportCollateral

B u s in e ss T a ke on

P ro je ct P la nsW o rk in stru c tio ns

Im p le m e n ta tion

O rd e r P ro ce ssS e rvice Le ve lsR e p ortingL eg a lT & C 'sA u tho risa tionIn fras truc tu reP e op leP ro ce ssesB illin gD e p en d en c iesD e live ry L a un ch tra in ing

Service DeliveryCom ponents

C o s tin g p ro ce ssC o s t m o d e lsP rice L istC o m p o ne n ts

Pricing Inform ation

Packaged Servicesand Solutionsversion controlled

Customer focus for development and improvementCustomer focus for development and improvement

BenchmarkingPerformance Against Plan

Customer FeedbackMarket Research Competitive Data

Trends

Balanced Scorecard/KPI

PSF

IMSF

DIF

KF

Advice Implement Manage

Knowledge Proof Trust

Analysis/Grouping

Interpret

Recommend

Execute

Approve

Improved Service Levels

Improved flexibility

Strong Market Orientation

Commercially Attractive

Lower Risk DeliveryIncreased satisfaction

Infrastructure Managed Services Framework

Overview

Infrastructure Managed Services Framework goalInfrastructure Managed Services Framework goal

Key requirements are to:-

support datacentre to client access device and between

do so using modular based packaged services

be able to scale service down to address smaller deals

be able to take account of existing contract positions

be able to deliver locally, remotely or combination of both

be able to do it with or without System Management tools

be able to measure effectiveness and improvement over time

Key requirements are to:-

support datacentre to client access device and between

do so using modular based packaged services

be able to scale service down to address smaller deals

be able to take account of existing contract positions

be able to deliver locally, remotely or combination of both

be able to do it with or without System Management tools

be able to measure effectiveness and improvement over time

Provide a framework to enable Computacenter to qualify, bid for, take on, develop and deliver Infrastructure Managed Services

business that provides an exceptional and consistent customer experience, enable flexibility and innovation

Provide a framework to enable Computacenter to qualify, bid for, take on, develop and deliver Infrastructure Managed Services

business that provides an exceptional and consistent customer experience, enable flexibility and innovation

How is IMS Strategy driven?How is IMS Strategy driven?

IMS Strategy

IMSF is driven by corporatestrategies based on market

needs and improvement opportunities

How do we control the design?How do we control the design?

IMS Strategy

IMSF Design Authority

It uses the concept of Design Authorities

to manage compliance,quality, improvement

and change management.

What is the approach to quality?What is the approach to quality?

Quality Strategy

IMS Strategy

IMSF Design Authority

Improvement and compliance is measured and maintained

under the IMSFQuality Strategy

Quality Strategy

Quality Control is focusedQuality Control is focused

The quality strategy will concentrate on activities around Quality Planning,

Configuration Management,

Change Control, Risk and Issue Management and

Audit.

IMS Strategy

IMSF Design Authority

Step changes will be made in a controlled wayStep changes will be made in a controlled way

Development

Quality Strategy

IMS Strategy

IMSF Design Authority

Computacenter uses its Development and

Improvement Framework to design and develop

services that satisfy our customer needs.

Development

Quality Strategy

IMS Strategy

IMSF Design Authority

Catalogue of services approach

Computacenter offers its “catalogue” of services

in the form of repeatable,tried and

tested, packaged services.

Off the shelf modules - ready to go” configured to your precise needs

Development

Quality Strategy

IMS Strategy

IMSF Design Authority

Modular approach for flexibility

The framework helps our customersidentify which modules fit together for them,

which ones work together and what solutions are available….

Can be linked

Must be linked

Can’t be linked

Development

Quality Strategy

IMS Strategy

IMSF Design Authority

Providing clarity of approach

… and it acts as the road map through

awareness,bid,documenting implementation,

operationsand contract renewal.

Development

Quality Strategy

IMS Strategy

IMSF Design Authority

IMSF provides consistencyIMSF provides consistency

The IMSF guides the structureand shape of services to ensure that they meet Computacenter’s customer needs when integrated.

Development

Quality Strategy

IMS Strategy

IMSF Design Authority

Development is integral to the futureDevelopment is integral to the future

The Development and ImprovementFramework

manage the creation and evolution ofComputacenter’s Packaged

Services and Solutions

Development

Quality Strategy

IMS Strategy

IMSF Design Authority

Services are released in a controlled mannerServices are released in a controlled manner

….and these are madeavailable through the framework.

Development

Quality Strategy

IMS Strategy

IMSF Design Authority

Providing what you need when you need itProviding what you need when you need it

For each customer requirementthe right mix of the framework

processes and service selection is made giving predictable outcomes

Development

Quality Strategy

IMS Strategy

IMSF Design Authority

Service excellence is core to IMSFService excellence is core to IMSF

Giving Computacenter’s customersan excellent service experiencewhilst managing down risk and

focussing on service improvement.

Development

Quality Strategy

IMS Strategy

IMSF Design Authority

Focusing on results for customers

All services delivered to Computacenter’scustomers have the ability to be measured and

these Key Performance Indicators become“heart monitor” for the contract

Computacenter KPIs results focusedComputacenter KPIs results focused

Similarly Computacenter uses KPI’sto ensure that it is managing

it services too.

Development

Quality Strategy

IMS Strategy

IMSF Design Authority

Strategic change will occurStrategic change will occur

•New

•Modified

•Removed

Development

Quality Strategy

IMS Strategy

IMSF Design Authority

And when it is necessary to embark on major

developments these are released to our existing customers in a planned

manner

Strategic change managed effectivelyStrategic change managed effectively

Constant reviews will give management

information to ensure consistent quality.

•Quality Planning

•Configuration Management

•Change Control

•Risk and Issue Management

•Audit

Development

Quality Strategy

IMS Strategy

IMSF Design Authority

SummarySummary

Customer focussed Meeting key challenges Clear road map for the future Significant and ongoing multi-million £

investment in development and improvement

Depth and breadth of experience being harnessed effectively