Service Integration in 20 minutes
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The document discusses the evolution of service management from simple IT outsourcing to complex multi-tower outsourcing models. It notes that while outsourcing complexity has increased, so too have the challenges of managing performance, costs, suppliers, and meeting business needs. The document proposes that a well-implemented service integration framework can address these shortfalls by integrating discrete IT services into coherent end-to-end services. It emphasizes that such a framework requires experience, industrialization, and collaboration, with a focus on people, processes, and technology. The goal is to deliver multi-sourced IT elements as a single, reliable, and cost-effective service that meets business and customer needs.
Service Integration in 20 minutes
- 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.