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Worldwide | 2015 Computacenter - Vendor Profile - Worldwide SITSI I Vendor Analysis I Vendor Profile
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Page 1: Worldwide | 2015 - Computacenter

Worldwide | 2015

Computacenter - Vendor Profile - Worldwide

SITSI I Vendor Analysis I Vendor Profile

Page 2: Worldwide | 2015 - Computacenter

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Table of Contents

List of figures

Document information

PAC's Analysis

PAC's Opinion

Strategy Review

SWOT Analysis

Positioning in PAC's 2013 IT Services Rankings – Worldwide/by country

Main Changes 2013 / 2015

Hot News

Activities Analysis

Analysis of Products & Services

Analysis by Vertical Expertise

Top Accounts

Latest Deals & Projects

Mergers & Acquisitions

Performance Analysis

Financial Record

Breakdown of Worldwide Revenue

Breakdown of Worldwide SITS Revenue by Market Segments

Breakdown of Worldwide SITS Revenue by Vertical Sectors

Performance Review

General Presentation

General Information

Brief Description

Business Organization

About Pierre Audoin Consultants

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 2

Page 3: Worldwide | 2015 - Computacenter

List of figures

Horizontal Expertise of Computacenter

Software Product Portfolio of Computacenter

IT Services Portfolio of Computacenter

Vertical Expertise of Computacenter

Financials (as reported)

Total Revenue by Segments (PAC estimates)

Total SITS Revenue by Segments - Shares and Growth Rates (PAC estimates)

Total SITS Revenue by Vertical Sectors - Shares and Growth Rates (PAC estimates)

Business Structure for Computacenter

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Document information

Authors: George Mironescu ([email protected])

Quality check: Nick Mayes ([email protected])

Publication date: 31.07.2015

Modification date: 14.08.2015

Scope ID: Worldwide | 2015

Portfolio ID: SITSI I Vendor Analysis I Vendor Profile

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 3

Page 4: Worldwide | 2015 - Computacenter

Computacenter has been managed as a syndication of local autonomous entities, where the key rationalehas been to enable a business model based on intimate relationships with local customers and thecorresponding agility towards local client needs and market opportunities.

Keeping the geographical model in place fits well with the still fragmented nature of Europe anddifferences in culture and economic context for the three major European markets where Computacenteris present: the UK, Germany and France.

The Group Operating Model (GOM), which aims to create a common, group-level services, systems andtools framework that would increase transparency and consistency across the services operations, wascompleted in France in 2014. This creates the background for a more compact services organizationalstructure and a higher visibility into operations at country level. Belgium, as the fourth largest territory, wasplanned to start its GOM implementation later in 2015.

From a performance standpoint, UK has been the primary engine of growth for the services business, andrecent high-profile deals such as the Royal Mail and the Post Office show that the company is more thancapable of competing against higher-profile, global services organizations.

The services business grew in Germany as well, despite the decrease in overall revenue in the country.While the UK has been leading in services growth, Germany has a very interesting mix of capabilities,leading the group in its endeavors to grow the consulting and professional services practice, as well asspecialty capabilities such as cyber-security.

France has been a problem area for Computacenter for some time, marred by low service quality, poormanagement of the cost base, and a challenging base of business which was spread across too manysmall accounts. This is being addressed by the appointment of a new managing director from outside thecompany at the end of 2014 to re-build morale and gradually put the business back on its feet.

With regards to its services portfolio, Computacenter’s clear sweet spot is in workplace management. Itsinvestments in modernizing its helpdesk, device management outsourcing and IT infrastructure out-tasking service lines seems to have paid off and proven themselves in recent customer wins. It is wellplaced to take advantage of the next refresh cycle that will be driven by the arrival of Windows 10, withmany companies likely to use it as a springboard to transform the way they manage their desktop andmobile environments.

PAC's Analysis

PAC's Opinion

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 4

Page 5: Worldwide | 2015 - Computacenter

There are four major ‘Growth Plays’ as defined by Computacenter in its current strategy:

Next Generation Service Desk (NGSD)

Computacenter believes this is a key differentiator for them in the workplace management marketplace.With the rise of digital transformation and the empowerment of the business users, Computacenter thinksthey are in a strong position to take advantage of that, given their historic presence in end user devicemanagement.

Computacenter has invested in building a self-service-type of service desk portal where it seeks to reduceconventional helpdesk interactions though more automation and increased problem resolution based onuser discovery. While initially the solution is designed to address desktop environment needs,Computacenter is working to release the mirrored functionality in an app that would fit mobile scenarios.

Service desk is a big piece of Computacenter’s contractual services, hence ensuring their offering isrelevant and up to date with the digital trends is of critical importance for the company.

With NGSD, Computacenter seeks to drive up service productivity while increase both capacity and pricecompetitiveness of its existing network of service desk centers.

Mobility

Under this pillar, Computacenter seeks to grow its business around Mobile Device Management (MDM)and enterprise app stores. Currently the company is still building on its capabilities, but it boastsalready some early customer wins for mobility. Key to the Mobile strategy is Computacenter mobile engineaggregating four components: User Productivity (ie Email, Collaboration & ECM), Customer Engagement(ie CRM & Sales Operations), Employee/Manager Effectiveness (ie APIs to backend systems such as SAPand travel management solutions) and Line of Business Apps (similarly based on API management).

Security

With mobile device management, significant opportunities arise around securing the mobile computingfleets, both for professional services and managed secure device services. The potential areasComputacenter looks to address is fairly wide, including domains such as risk & compliance management,configuration & patch management, vulnerability & event management, security reporting, etc.

Cloud

Computacenter recognizes it makes little sense to try competing in the cloud hosting space given thetremendous thrust and scale global cloud companies have in this space. That is why its strategy aroundcloud is rather surrounding cloud support and cloud manage services for both private and public clouds.One good example is its strategy around providing configuration and support services for Microsoft-hostedOffice 365 solutions.

Computacenter is also seeking to grab opportunities in relation to cloud orchestration and architecture/re-architecture/integration of various data center environments.

Strategy Review

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 5

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STRENGTHS WEAKNESSES

Strong local presence in key European countries (UK,

Germany, France)

Solid position as a reseller and in selected IT services

areas, so far mainly in the desktop and network

environment, but increasingly in the data center area as

well. Reselling business underpinned by very slick supply

chain operation.

One of the leaders in workplace management in the UK &

Germany

Company culture: entrepreneurial, customer-centric,

customer intimacy

Maintains strategic distribution and

maintenance relationships with key IT infrastructure

vendors

Heavy reliance on third-party product re-selling, which is a

highly commoditized business and exposed to substantial

pressure on margins

Still restrictive image of being a hardware reseller and

low-end desktop services supplier (maintenance /

support), though improving

Very limited application-related offering, so far still under-

represented in hosting environments

Limited scope for growth in Computacenter's primary

market, desktop support services

OPPORTUNITIES THREATS

Cloud computing opens up opportunities around systems

implementation and service provisioning

Virtualization and the move towards remote infrastructure

management

Cybersecurity and mobility, in line with the adoption of

Cloud Infrastructure

The move away from single-sourcing towards multi-

sourcing in infrastructure management services in certain

large accounts

With the emergence of Cloud, the entry into the

infrastructure management services space of fierce new

providers (Google, Amazon, telcos) coupled with the

increasing importance of scale in computing

Hardware market shrinking in certain categories, to a

large extent as a result of the IT infrastructure automation

and self-servicing from Cloud

Indian IT services offshore providers pushing more

aggressively into the infrastructure management space

Continued decline in margins in commoditized

infrastructure services, and especially rapidly eroding in

the resell business

SWOT Analysis

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 6

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REGION/COUNTRY RANK MARKET SHARE

Germany # 8 1.6%

United Kingdom # 17 1.4%

Only countries considered, in which the profiled company appears in our standard SITSI vendor rankings.

Positioning in PAC's 2013 IT Services Rankings – Worldwide/by country

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 7

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Feb 2015

Kevin James, formerly Director of Solutions & Services, is appointed Managing Director for the UK,

taking over Muller's responsabilities

Neil Hall, previously in charge of Contractual Services Sales (including Service Design and

Governance) in Germany, expands responsabilities to include the UK too

Nov 2014 Neil Muller announced his departure as UK Managing Director after 20 years with the company

Oct 2014

Isabelle Roux-Buisson is brought in from HP as Managing Director France, taking over the

responsabilities for the French operation from Mike Rodwell, Group COO, who had to temporarily

cover the role following the departure of Henri Viard at the end of 2013

Jan 2014Michael Weiss, formerly Director Commercial Management Germany, takes on the role of Head of

Group Strategy & Marketing

H2 2013 Reiner Louis is appointed to manage the operations in Germany

Main Changes 2013 / 2015

Hot News

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 8

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Cross-sectoral assessment considering the market shares in the respective segments. Scale: 10 = > 5%, 9= 2.5 to 5%, 8 = 1 to 2.5%, 7 = 0.5 to 1%, 6 = 0.25 to 0.5%, 5 = 0.1 to 0.25%, 4 = 0.05 to 0.1%, 3 = 0.025to 0.05%, 2 = 0.01 to 0.025%, 1 = < 0.01%, empty space = company not present in the respectivesegment.Market shares have been calculated at EMEA level.

Horizontal Expertise of Computacenter

Activities Analysis

Analysis of Products & Services

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 9

Page 10: Worldwide | 2015 - Computacenter

Cross-sectoral assessment considering the market shares in the respective segments. Scale: 10 = > 5%, 9= 2.5 to 5%, 8 = 1 to 2.5%, 7 = 0.5 to 1%, 6 = 0.25 to 0.5%, 5 = 0.1 to 0.25%, 4 = 0.05 to 0.1%, 3 = 0.025to 0.05%, 2 = 0.01 to 0.025%, 1 = < 0.01%, empty space = company not present in the respectivesegment.Market shares have been calculated at EMEA level.

Cross-sectoral assessment considering the market shares in the respective segments. Scale: 10 = > 5%, 9= 2.5 to 5%, 8 = 1 to 2.5%, 7 = 0.5 to 1%, 6 = 0.25 to 0.5%, 5 = 0.1 to 0.25%, 4 = 0.05 to 0.1%, 3 = 0.025to 0.05%, 2 = 0.01 to 0.025%, 1 = < 0.01%, empty space = company not present in the respectivesegment.Market shares have been calculated at EMEA level.

Software Product Portfolio of Computacenter

IT Services Portfolio of Computacenter

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 10

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Vertical Expertise: Sector-specific assessment considering individual solutions & resources. Scale: 9-10 =very strong sector-specific expertise, 7-8 = strong sector-specific expertise, 5-6 = medium sector-specificexpertise, 3-4 = weak sector-specific expertise, 1-2 = cross-vertical expertise only, 0 = company notpresent in the respective segment.SITS Market Share: Sector-specific assessment considering the SITS market shares in the respectivesectors. Scale: 10 = > 5%, 9 = 2.5 to 5%, 8 = 1 to 2.5%, 7 = 0.5 to 1%, 6 = 0.25 to 0.5%, 5 = 0.1 to 0.25%,4 = 0.05 to 0.1%, 3 = 0.025 to 0.05%, 2 = 0.01 to 0.025%, 1 = < 0.01%, 0 = company not present in therespective segment.Market shares have been calculated at EMEA level.

Vertical Expertise of Computacenter

Analysis by Vertical Expertise

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 11

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SECTOR MAJOR ACCOUNTS

ManufacturingRolls-Royce, Daimler, BMW, AstraZeneca, BASF, Sanofi, EADS, BAT, Wacker,

Air Liquide

BankingLloyds Banking Group, Barclays, Schroders, SWIFT, Visa Europe, Deutsche

Borse

Insurance NFU Mutual

Public Sector

Foreign & Commonwealth Office, Bundesministerium des Innern, Bundesamt

für Informationsmanagement und Informationstechnik der

Bundeswehr, Ministere de la Defense

Telecom Vodafone

Utilities RWE/NPower, EDF, Severn Trent Water

Retail & Wholesale John Lewis Partnership/Waitrose, Morrisons

Services & Consumers Eversheds, Channel 4, SAP, Serco

Transport Transport for London, Network Rail, SNCF

Top Accounts

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 12

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SECTOR / CUSTOMER LATEST DEAL & PROJECT

ManufacturingJan 2015 - AstraZeneca - three-year on-site IT services support deal covering

51,500 users in the UK, France, Germany, the US and Scandinavia

Banking

Q1 2014 - SWIFT - five-year renewal of its global desktop support contract; the

deal is a renewal based on a 2009 agreement, and covers the centralised

service desk with incident management, request and problem management

services, asset management and on-site support; the renewal includes the

transfer of part of the support operations to Malaysia

Insurance n/a

Public Sector2014 - KV Hessen - design and deployment of a private cloud environment

hosting over 100 business applications for the medical association of Hessen

Telecom n/a

Utilities n/a

Retail & Wholesale n/a

Services & Consumers2014 - Axel Springer SE - mobile workplace contract covering product

support, hardware testing, administration and rollout

Transport

Jan 2015 - Royal Mail Group - desktop services contract covering 30,000

users; besides distributed desktop services, the deal includes provisioning

of service desk and a security operations support centre

Dec 2014 - Post Office - managed private cloud contract estimated to value in

excess of £100 million; under the terms of the deal, Computacenter will

refresh legacy equipment, provide migration and support services around a

new workplace platform based on Office 365

Feb 2014 - Network Rail - five-year workplace transformation and

modernization program covering the replacement of 27,000 end user devices.

While Network Rail has been working with Computacenter since 2002, the

new agreement becomes the most significant contract to date between the

two parties.

Latest Deals & Projects

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 13

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ACQUISITIONS DISPOSALS

No acquisitions in the past 24 months

Feb 2015 - R.D. Trading Limited (RDC) - UK-based

company specializing in IT Disposal and Asset Recovery

Services, sold for £56m

Mergers & Acquisitions

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 14

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Financials (as reported)

Performance Analysis

Financial Record

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 15

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Total Revenue by Segments (PAC estimates)

Total SITS Revenue by Segments - Shares and Growth Rates (PAC estimates)

Breakdown of Worldwide Revenue

Breakdown of Worldwide SITS Revenue by Market Segments

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 16

Page 17: Worldwide | 2015 - Computacenter

For detailed figures, please refer to the Company Figures file (Excel).

Total SITS Revenue by Vertical Sectors - Shares and Growth Rates (PAC estimates)

Breakdown of Worldwide SITS Revenue by Vertical Sectors

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 17

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MAJOR GROWTH DRIVERS MAJOR OBSTACLES

Strong contract (services) base in the UK and Germany in

2014 on the back of workplace management

modernization programs with clients in these countries

Selective out-tasking and single tower managed desktop

outsourcing, especially in the UK market

Professional services (largely design and implementation)

triggered by internal and hybrid cloud setups, as well as

mobile device management, with mid to large enterprise

customers

Service desk management in relation to the

transformation of the workplace, where more service

management becomes more digital and more automated

Cost reduction and consolidation of desktop management

operations/ rationalization of suppliers at certain large

customers with Computacenter benefitting from these

market conditions

The restructuring of the French operation (as part of the

effort to increase productivity and competitiveness of the

unit) led to a temporary disruption of the daily operations

and financial performance

Price pressure on very basic services such as field

services support and hardware maintenance, particularly

in France where the business has been lagging behind in

terms of service portfolio sophistication and quality of

service

Performance Review

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 18

Page 19: Worldwide | 2015 - Computacenter

Computacenter Plc Management

Hatfield Avenue, Hatfield

Hertfordshire AL10 9TW, UK

Tel: +44 1707 631 000

www.computacenter.com

(http://www.computacenter.com)

Mike Norris (Group Chief Executive Office)

Tony Conophy (Group Finance Director)

Chris Webb (Group Chief Operating Officer)

Mike Rodwell (Group Chief Commercial Officer)

Michael Weiss (Head of Group Strategy & Marketing)

Kevin James (Country Unit Director UK)

Reiner Louis (Country Unit Director Germany)

Isabelle Roux-Buisson (Country Unit Director France)

Lieven Bergmans (General Manager Benelux)

Massimiliano D’Auria (CEO Switzerland)

Barry Hoffman (Group HR Director)

Mark Slaven (Group CIO)

Fraser Phillips (Head of Group Legal and Contracting)

General Presentation

General Information

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 19

Page 20: Worldwide | 2015 - Computacenter

Computacenter is an independent provider of IT infrastructure services. It was founded in 1981 by PhilipHulme and Peter Ogden and floated on the London Stock Exchange in May 1998. It has since grown tobecome a company of over 12,000 employees with offices in the UK, Germany, France, Belgium andSwitzerland. It has offshore centres in Barcelona, Kuala Lumpur, Budapest and Cape Town, as well asfacilities delivered through partners in North America (Dallas and Pittston) and India (Bangalore). Thecompany is best known for procuring, deploying, and managing a large range of hardware and softwareinfrastructure products.

Much of Computacenter’s business was built through acquisitions. A major milestone in Computacenter’sevolution was in 2003 when it acquired German infrastructure reseller and services provider GECompuNet, boosting the business from £1.9 billion in 2002 to a bit under £2.5 billion in 2003. Theacquisition has been particularly instrumental for growing the business in Europe and lessening thedependency on the UK market.

As part of Computacenter’s efforts to climb up the IT services value chain, in 2006 it acquires Digica, an ITinfrastructure and application services firm, to increase presence in the data center space, both in the UKas well as off-shore (in Cape Town, South Africa).

In 2007, the company buys Allnet, the network integration and structured cabling arm of Cable & Wireless,as part of its push to build capabilities in data center and network computing.

In 2009, Computacenter makes two other notable acquisitions: Thesaurus Computer Services in the UK,reinforcing its IBM mainframe business (z series), and becom, a former reseller of IBM mid-range andmainframe systems, in Germany.

In 2011 Computacenter buys IT distributor and services provider Top Info to increase operations withlarge commercial and institutional accounts in France. In the same year the company takes over HSDConsult, a system integrator for Apple products, and enters Switzerland with the acquisition of localsubcontractor Damax.

Acquisition strategy continued in 2012/2013, as Computacenter announced at the beginning of 2013 thetakeover of Informatic Services IS, an 80-people IT infrastructure services firm covering mainly the Belgianmarket.

Brief Description

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 20

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Computacenter’s go-to-market model is designed primarily by country, with each of the major territoryreporting directly to the CEO. The operating model is designed to give the local subsidiaries a high level ofautonomy in order to stay agile and responsive to customer demands.

There is nonetheless an aggregation layer between the country units and the CEO with a role to providegroup-level steering, strategy and leadership. Chris Webb in the position of Chief Operations Officer andMike Rodwell in the position of Chief Commercial Officer are critical positions flanking CEO Mike Norris.Group Commercial is handling the supply chain management operations, while Group Operations is incharge of professional services & contractual services (e.g. service desk, infrastructure operations, projectmanagement).

The Contractual Services organization managing the UK and Germany has been elevated as a standalonediscipline in the executive board in line with the efforts of Computacenter to grow its long-term servicesbusiness.

Business Structure for Computacenter

Business Organization

SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 21

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From strategy to execution, PAC delivers focused and objective responses to the growth challenges of Information and

Communication Technology (ICT) players.

Founded in 1976, PAC is a privately held research & consulting firm for the software and ICT services market.

PAC helps ICT vendors to optimize their strategies by providing quantitative and qualitative market analysis as well as

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SITSI | Vendor Analysis | Vendor Profile | Computacenter | Worldwide | 2015 22


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