Steve Wanklin, Corporate VP for Capgemini’s Infrastructure Services presents the Service Management approach Capgemini and BMC have taken together as partners and enabled their clients to operate in the cloud.

1. Extending the partnership
to the cloud
BMC Exchange UK 2013
Steve Wanklin

2. Capgemini
Delivering simply business cloud...
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2

3. Market
What we see
Disruption Forces
Market
150
Buyer preferences are moving to
on-demand, pay-per-use & “as a
Service” models
Cloud Services
SI Service provider cloud
8%
„11
%Total
CAGR
„15/‟11
Dynamic
applications
services
41%
49%
Dynamic
BPO services
36%
51%
Dynamic
infrastructure
services
18%
69%
Cloud-based
integration
4%
32%
18%
54%
CAGR
‘15/’11
28%
39%
Industry
11%
Development of disruptive
industrialized low-unit cost
business models
54%
41
40%
65%
19%
18%
63%
Services
2011
Undifferentiated traditional OS
services are increasingly
commoditized
Public cloud
SI Service provider cloud
2015
Total =
$7.5bn
Client on-premise cloud
Source: Forrester, Everest
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4. Trends & Challenges
Funding IT Innovation & Transformation
•
•
•
•
•
Procurement is moving out of the IT department
CFO and CMO agenda gaining greater influence in IT spending
Outsourcing being replaced by service procurement
Capital procurement changing to operating expenditure
Deal sizes and procurement terms are shortening
“By 2017 the CMO Will Spend More on IT
Than the CIO” – Gartner
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5. Business engagement with IT
Business Process
Dash Board
New
Services
Existing
Services
Service
Dash Board
Service Marketplace
Customer
Adoption
Services
ISV
Services
Cloud Service
Orchestration
Business Infrastructure
Marketplace
Legacy
Hosting
Private
Cloud
ICS Platform, ISV
Platforms. Vertical
Industry Platforms
Partner
Cloud
Microsoft
Salesforce.c
om
Public
Cloud
Amazon
Rackspace
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6. Building the Strategic Path
Aligning with and supporting our customers change
Service Aggregation and Orchestration
Business IT Enablement
Tower-Based Service Integration
Business Interface
Agile Sourcing
Service Management
Service Level & Performance Management
Service
Configuration
Management
Business Interface
System Management
Business Interface
Business Process
Orchestration
Multi-Supplier Coordination
Supplier Management
Service Store Catalogue
Tower Integration
In-house IT Management
Service Aggregation
Service Management
Networks
Gen 1 : Simple IT
Support
Server / Storage
Server / Storage
Support
Applications
Applications
Networks
Gen 2 : Full Outsourcing
Tower
Management
Tower
Management
Tower
Management
Tower
Management
Apps
Tower
Infra
Tower 1
Network &
Comms
Tower
Legacy
Towers
Gen 3 :Tower Sourcing
Encapsulated Services
SaaS
BPaaS
IaaS
PaaS
Gen Next :Cloud Sourcing
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7. Transforming
to the premier service orchestrator
Service
Management
Delivers IT service
transformation. We support
a client‟s service delivery
from strategy and design
through to ITSM on-boarding
and operations, enabling
cost reduction and driving
higher service levels for the
client.
Service
Integration
Capgemini acts as a single
interface between the client
and its multiple contracted
service suppliers to ensure
that they function effectively
together to provide a
coherent set of services that
deliver agreed and
measurable business
outcomes.
Service
Aggregation
Enabling a client‟s IT
organization to aggregate the
changing and complex mix of
IT services, service providers
and technology suppliers.
Allows a client to focus on
meeting changing demands of
the business with reduced
risks and costs, improved
speed of delivery, and
increased flexibility
Service
Orchestration
A service brokerage model,
that facilitates the
commercials, solutions and
services for one or many
customers in one or many
vertical markets in an ondemand model.
Delivering your business goals
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8. Streamline the Legacy:
an enhanced ‘Business as Usual
Standardise
• „Aggressive‟ convergence to strategic and preferred partner-based solutions
• Align with goals of reducing mature (legacy) services and migrate to services
which will support greater competitiveness and underpin foundation
Industralise
• Transform landscape and services to drive out cost inefficiencies.
• Productivity improvements through adoption of common systems, tools,
processes
• Focus on delivery organisation without impact on operations. New services to
be based on the agreed eco-system of strategic partners.
Automate
• Embrace self service, leverage workflow and advanced provisioning
capabilities across all layers of development, operational „run-time‟ and
delivery estate
• Move from Automation to continuous Innovation!
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9. Standardise; Industrialise and Automate
• Data Centre Consolidation strategy
• Global Delivery Network
Benefits Realisation
CMU
BMC
• Migrate 200+ clients to new ITSMaaS solution
 Standardized x86 server architecture across Data Centres
HP
EMC
Q3‟11
• Converged Computing platform
• Standardized storage and data protection
Q1‟12
Q2‟12
2013
2014
2015
2016
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10. Establish Basis for Future
Old alliances not always the best
Virtualization Alliances
Strategic
Depth of Partnership
Tools
Strategic
Thin Clients
Management / Security
Interactional (examples)
Servers / Storage /
Network / equipment
Applications
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11. ITSM in Infrastructure Services
Before transformation





440+ accounts were using the legacy toolsets
12 physical instances
Diversity of service desks (global, regional, country & customer specific)
Capgemini‟s biggest accounts are transitioning
Large volumes transacting through the combined systems
o Incidents logged each month
o Changes raised each month
o Configuration items
o Knowledge Management articles
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12. Capgemini Cloud
Hosting BMC Remedy OnDemand
Infrastructure Services has committed to transform our business into a truly global
entity focused on reducing Total Cost of Ownership (TCO) and delivery excellence in
the area of tools, systems and services by end of 2014.
Partnering with BMC to deliver :
RoD hosting services globally from UK and NA
BMC transformation services into our global
OneITSM program
Delivering transformation programs jointly to our
mutual clients
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13. Building on the capability of RoD - “OneITSM”
The “OneITSM Program” will run Jan 2013 - Dec 2014 to:

Global standards for all ITSM services, contracts & SLA‟s, processes and Remedy On Demand (RoD)

Manage the realization of business benefits: expand to indicate going to a Cloud based software as a Service
model – ITSMaaS
 Manage business readiness

Implement standard processes and SLA‟s

Deliver user training for RoD
 Realise 200+ client transitions from as-is to
RoD

Technical transitions by BMC; business change
by Capgemini
 Build Secure on premise solution for
regulated clients
 Setup a Migration Factory in India

Industrialisation of the account Transition
process
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14. ITSMaaS
After transformation
Offered „as a service‟
Predefined data standards
Configuration in Multi-tenant option
High availability, resilient and redundant
Simple and transparent billing
Minimized cost
End to end improvement of IT support to
end users
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15. Our clients recognise the value that we bring
“Capgemini has demonstrated a great skill to integrate
services in the first phase of the DCS project. The team
clearly understands our challenges as we continue to
implement the new governance model.”
Karen Robinson, DIR executive director, State of Texas
(North America)
“It is vital that our world-class products, services and people are
supported by equally world-class IT and that is what our new strategy is
designed to achieve. Capgemini as service integrator will be at the
centre of this strategy and we look forward to working in close
collaboration with them in the years ahead.”
Simon Ricketts, CIO, Rolls-Royce (Global)
“Remedy OnDemand was the ideal fit. It allowed us to make a clean start with
our processes and it offered us a significant savings in terms of licensing,
infrastructure costs and staff time required for managing internal systems.”
Mark Harrison, Sr. Strategic Services Officer, Leeds City Council
“The reason we chose BMC, is that we felt BMC offered us a suite
that was more integrated out of the box than any other solution on the
market.”
Paulette Scheffer, Sr. Director of Infrastructure and
Service Management, Adobe
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16. About Capgemini
With more than 125,000 people in 44 countries, Capgemini is one
of the world's foremost providers of consulting, technology and
outsourcing services. The Group reported 2012 global revenues
of EUR 10.3 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.
© 2013 Capgemini. All rights reserved. Rightshore® is a trademark belonging to Capgemini.