Get an overview of Service Integration in 20 mins

1. Infrastructure Services
Service Integration

2. Service Management Evolution
Business IT
Enablement
Business Interface Agile Sourcing
Service Level & Performance
Management
Business Interface
Service Business
Configuration Process
Management Orchestration
Supplier Management Multi Supplier
Business Interface Coordination Service Store Catalogue
Tower Integration Service Aggregation
In-house IT
Management Service Management
Tower Tower Tower Tower
Applications Applications Management Management Management Management Encapsulated
Services
Support
Support
Server/Storage Server/Storage
IaaS SaaS
Networks Networks
PaaS BPaaS
Generation 1 Generation 2 Generation 3 Generation Next
Simple IT Full Outsourcing Tower Outsourcing Micro Sourcing
Infrastructure Services
External Sales Deck | August 2012
Copyright © Capgemini 2012. All Rights Reserved 2

3. Service Management Evolution
Tower-Based Service Service Aggregation
Systems Management Service Management Integration and Orchestration
Business IT
Enablement
Business Interface Agile Sourcing
Service Level &
Performance Management
Business Interface
Service Business
Configuration Process
Management Orchestration
Supplier Management Multi Supplier
Business Interface Coordination Service Store Catalogue
Tower Integration Service Aggregation
In-house IT
Management Service Management
Tower Tower Tower Tower
Applications Applications Management Management Management Management Encapsulated
Services
Support
Support
Server/Storage Server/Storage
IaaS SaaS
Networks Networks
PaaS BPaaS
Generation 1 Generation 2 Generation 3 Generation Next
Simple IT Full Outsourcing Tower Outsourcing Micro Sourcing
Infrastructure Services
External Sales Deck | August 2012
Copyright © Capgemini 2012. All Rights Reserved 3

4. ... but as Outsourcing complexities increase so, too, do the
challenges.
× 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.
Infrastructure Services
External Sales Deck | August 2012
Copyright © Capgemini 2012. All Rights Reserved 4

5. The key: Experience, industrialization and collaboration
People … then Process … then Technology
Service Integration Business Process Integration Value Management
The integration of discrete IT
The management of the The management of the
service elements into a coherent
relationship between key relationship between
set of end-to-end services
business processes and business outcomes and
bound by Operating Level
their supporting and their associated IT
Agreements (OLAs) and service
enabling IT services. services.
element Service Level
Agreements (SLAs).
End-to-End Service Integration
Infrastructure Services
External Sales Deck | August 2012
Copyright © Capgemini 2012. All Rights Reserved 5

6. Service Integration: Your multi-sourced IT elements
delivered as a single, reliable and cost-effective service.
Your customers Value
Management
Business Operations
Business
End-to-End Service Integration
Your retained IT team Process
Integration
Service Integration
Service Desk & Service Management Service
Integrated processes, tools and standards
Integration
Apps Data End-user 3rd Party
Networks Security
Mgmt Center Services Support
Infrastructure Services
External Sales Deck | August 2012
Copyright © Capgemini 2012. All Rights Reserved 6

7. How your business benefits...
 Reduce your operating costs
 Increase your control over IT service providers
 Increase IT flexibility and responsiveness
 Reduce risk, improve governance & compliance
Enabling your business to exploit best of breed solutions and to gain the next level of
productivity and quality.
Infrastructure Services
External Sales Deck | August 2012
Copyright © Capgemini 2012. All Rights Reserved 7

8. 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
Business Benefits
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
Infrastructure Services
External Sales Deck | August 2012
Copyright © Capgemini 2012. All Rights Reserved 8

9. 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.
Business Benefits
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.
Infrastructure Services
External Sales Deck | August 2012
Copyright © Capgemini 2012. All Rights Reserved 9

10. Case Study: Regional Government, Spain
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.
Business Benefits
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.
Infrastructure Services
External Sales Deck | August 2012
Copyright © Capgemini 2012. All Rights Reserved 10

11. Follow up
infra.global@capgemini.com
www.capgemini.com/service-integration
Infrastructure Services
External Sales Deck | August 2012
Copyright © Capgemini 2012. All Rights Reserved 11

12. 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.
www.capgemini.com
The information contained in this presentation is proprietary.
Rightshore® is a trademark belonging to Capgemini
© 2012 Capgemini. All rights reserved.