OS Portfolio - IO - Network Services - v1-2

Outsourcing Services Portfolio
Infrastructure Outsourcing :
Network Services
Issue 1-1
Global Outsourcing
Together. Free your energies © Copyright Capgemini 2009 All Rights Reserved
Introduction
This document is primarily intended for internal use to support activities to promote and standardize Capgemini’s
Outsourcing Services Portfolio. Content may only be used externally provided it has been validated for external use.
Content already validated can be found in the Global OS Catalog [link to follow].
This is one of a series of service line catalogs that collectively define our Global Outsourcing Services Portfolio. The series
of service line catalogs comprise Governance, Service Management, Service Desk, Business Process Outsourcing,
Application Outsourcing, Infrastructure Outsourcing (covered by 5 service line catalogs: Workplace Services, Data Center
and Infrastructure Services, Network Services, Security Services and Infrastructure Transformation) and Business Solutions.
The portfolio has a 4 level tree structure:

• Level 1 - Service Framework (see page 4)
• Level 2 - Service Lines, e.g. Workplace Services
• Level 3 – Services, e.g. Workplace Management
• Level 4 - Service Components, e.g. Application Packaging & Deployment
Each of these service line catalogs describes the services and service components that make up a particular service line.
Note that included client logos purely serve as examples of clients we deliver a service to, and these clients are not
necessarily approved as referenceable. Service components are categorized as core (sold to majority of clients) or add-on
(standalone and/or optional based on specific client need).
For further documentation relating to the service line described in this document and how it fits within the overall Outsourcing
Services Portfolio, visit the OS Portfolio intranet site [link to follow].
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Compiled by
• Jani Anttila (NIS leader, OS Finland)

• Philippe Carron (NIS leader, OS France)
• Andrew Donaldson (NIS Strategy, OS UK)
• David Jennett (NIS, OS N America)
• Ashish Manjrekar (NIS, OS India)
• Günter Reichelt (NIS leader, OS Central Europe)
• Wilhelm Szubries (NIS Networks & Security, OS Central Europe)
• Frederic Thomas (NIS Strategy, OS Global)
• Joost Verhagen (NIS leader, OS Netherlands)
• Gert Vernhout (Head of Portfolio Management, OS Netherlands)
Lead : Lynn Bairstow (Global IM Service Line)

Sponsor : Gary Sullivan (Global IM Service Line)
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Outsourcing Services Framework
Governance
Service Management
Service Desk
Business Process Application Infrastructure

Outsourcing Outsourcing Outsourcing
 Finance and Accounting Outsourcing  Application Management  Workplace Services

 Procurement & Supply Chain  Application Development  Data Center & Infrastructure Services
Outsourcing  Application Testing  Network Services
 Human Resources Outsourcing  Application Hosting  Security Services
 Financial Services Outsourcing  Application Portfolio Strategy  Infrastructure Transformation
 Customer Care & Intelligence  Application Modernization
 Knowledge Process Outsourcing
 Management Assurance Services
Business Solutions
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Infrastructure Outsourcing
Capgemini Infrastructure Outsourcing services provide clients with optimized infrastructure solutions
that underpin their business functions and applications. Through robust, integrated operations built on
IT Infrastructure Library (ITIL) standards, proven technology solutions and specialist technical expertise,
we successfully deliver efficient, scalable and secure infrastructure solutions which balance flexibility
and cost with innovation and future business planning
Workplace Data Center & Network Security

Services Infrastructure Services Services Services
Workplace Strategy & Design Infrastructure Strategy & Design Voice Services Security Consulting
Workplace Management Dedicated Infrastructure Data Network Services Security Management
End User Support Provisioning Network Security Management Business Continuity & Disaster
Messaging & Collaboration Utility Infrastructure Provisioning Recovery
Cloud Infrastructure Provisioning Operational Security
Onsite & Remote Infrastructure Identity Management
Management
Infrastructure Transformation
 Infrastructure Strategy & Planning  Infrastructure Transformation Projects
 Infrastructure Design  Infrastructure Project Services
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Network Services
Capgemini Network Services addresses the data, network security, voice and unified
communication requirements of its client’s IT infrastructure, delivered as an end-to-
end service in a carbon conscious manner.
Voice Services Data Network Services Network Security

Management
 Telephony Management  WAN Management  Firewall Management
 Contact Center Services (Hosted &  LAN Management  VPN Management
Managed)  LAN Datacentre Management  Remote Access Gateway
 Unified Communications Management  Internet Access Management Management
 Conferencing Management  Applications Networking Management
 Mobile Phones & Mobility Management  Domain Name System Management
 Voice Services Assessment  Network Assessment
 Voice Services Design  Network Design
 Voice Services Optimization  Network Optimization Refer to Security Services for further
consulting and operational
security services
NB: These services are typically provided as part of a more global outsourcing contract,
not as standalone services. With possible exceptions for consulting based activities
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Network Services
Data Network Services Elements
Data Network Services in Scope
WANs, LANs & WiFi, LAN in

Internet Access Datacentres, Applications
LAN WAN
Management
Networking, etc…
Voice Services Elements in

Internet Scope
Legacy telephony, IP Telephony,

Contact Centres, Unified
Communications,…
Network Security Elements

Legacy and IP in Scope
Security – Security –
Telephony, Contact
Firewalls VPN
Centres
Firewalls, VPN, Intrusion
Detection, Intrusion Prevention,
Network Security Anti-Virus, Content Management
Voices Services
Management
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Infrastructure Outsourcing > Network Services :
Voice Services
Provides design and management services for voice and unified
communications. Exploits industry best practice and technologies,
delivered in collaboration with our alliance partners
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Voice Services
Service Benefits
Components
• Leverages independent expertise and resources (people, process and technology)
1. Telephony Management Core
• Provides a highly modular and cost-effective approach for an end-to-end solution
2. Contact Center Services Add-on • Enables carbon footprint reduction through technology deployment
(Hosted & Managed)
3. Unified Communications Add-on
Management
4. Conferencing Management Add-on
5. Mobile Phone & Mobility Core

Management Example Clients
6. Voice Services Assessment Add-on References below are (for the moment) for internal use only
In NA: Energy Future Holdings, Ontario Power Generation
7. Voice Services Design Add-on In UK: Aspire, Swansea City & Council, …
8. Voice Services Optimization Add-on In Rest of Europe: Horizon in Holland;
Pricing Approach Coverage

Contacts
Unit Pricing, Cost Plus or Time & Materials, All OS Regions with some exceptions:
David Jennett, NIS NA (david.jennetth@capgemini.com) depending on services In some regions not all UM or mobile phones
Andy Donaldson, NIS (andy.donaldson@capgemini.com)
services are available.
Ashish Manjrekar, NIS India (ashish.manjrekar@capgemini.com)
Joost Verhagen, NIS NL (joost.verhagen@capgemini.com)
In Finland: currently no voice services
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Infrastructure Outsourcing > Network Services > Voice Services :
Telephony Management
Objective Scope
• Management of traditional and IP PBX
To provide a fully managed voice service systems
• Integration of the service as needed with
LAN & WAN management; so that SLAs,
Client Value QoS, CoS are fully managed, end-to-end.
• Management of Voice Gateways and
• Improved service and reliability.
• Pro-active service management and maintenance. endpoints (phones, soft phones, etc.)
• Management of IP applications/services (e.g.
• Reducing costs and number of suppliers to manage through Vendor mgmt. Includes leveraging
Capgemini Alliances Extension Mobility, Auto Attendant)
• Proactive monitoring and maintenance
• Third Party Management (PSTN, GSM)
(optional)
Governance & Processes Tools & Outputs
Governance Tools Initial Inventory & Baseline Data
• Client Voice and Data Security Policies. • BMC ITSM • Asset list covering PBX systems, voice
Steering Committees will enable coordinated • Voice system specific management tools. gateways, endpoints and all external links
mgmt of these policies. • BMC Atrium (e.g. PSTN and GSM).
• Capgemini’s adopted Best Practices for • Details on existing support and
Telephony Management. Governance of Outputs maintenance contracts
contracts performed through Suppliers • PBX provided system usage reports. • List of registered users and services.
Committees and Service Delivery Reviews. • PSTN/GSM trunk utilization reports.
Processes Pre-Requisites
• DELIVER service management processes • Existing infrastructure documentation
• Escalation process with third parties (PSTN, (covering all aspects of existing voice
link providers). network).
• Client escalation process.
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Contact Center Services (Hosted and Managed)

Objective Scope
To provide hosted Contact Center solutions from Capgemini as well as a fully • Hosted ACR, IVR, Predictive Dialer and
managed service for a client Contact Center other contact center solutions
• Management of ACD systems
• Management of CTI servers, IVRs
Client Value • Management of Web collaboration systems
• No capital expenditure as well as hardware/software and maintenance support cost for • Management of agents desktop
Hosted contact center solution applications, skill groups
• Improved service and reliability. Control of agents and call routing retained by the clients in • Administration and Reporting
Hosted as well as managed services
• Pro-active service management and maintenance. Initial Inventory & Baseline Data
• Number of agents, skill groups and
Governance & Processes Tools & Outputs campaigns to support
Governance Tools • Number of IVR ports for incoming calls
• Client Voice and Data Security Policies. • BMC ITSM • Number of PRI trunks for outbound calls
Steering Committees will enable coordinated • ACD specific management tools, reporting • Audit of ACD routing scripts.
mgmt of these policies. tools
• Capgemini’s adopted Best Practices for • BMC Atrium
Service Management. Governance of Pre-Requisites
Outputs
contracts performed through Suppliers • ACD provided agent usage reports • Type of Contact Center (inbound or
Committees and Service Delivery Reviews. • IVR Call reports, CTI performance reports outbound or both ways)
Processes • Agent and Campaign Quality control • Existing Contact Center deployment or
• DELIVER service management processes reports Capgemini transformation project in place.
• Escalation process with third parties • Existing Contact Center documentation
• Routing script design. • Third party vendor and service providers
involved
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Infrastructure Outsourcing > Workplace Services > Messaging & Collaboration :
Unified Communications Management
Objective Scope
To provide fully-managed Unified Communications services through a • Integration and management of all forms of IP
communication services - phone, e-mail, chat,
comprehensive suite of secured IP solutions including data, telephony and voice mail, presence services, fax, workflow and
conferencing, integrated with the client’s business applications collaboration applications e.g. (Sharepoint)
• Includes managed service of “traditional” as well
Client Value as IP telephony and messaging. Also includes the
• Proactive and highly reliable service capacity to manage environments with dual
• Integration with client business applications systems.
• Improved business and user productivity • Integration of the service as needed with LAN &
• Flexibility and cost optimization through purchase of a service versus investing in assets and building WAN management; so that SLAs, QoS, CoS are
expertise internally fully managed, end-to-end
• Reduced TCO • Capacity planning / management
• Reduced carbon footprint through optimum infrastructure utilization and enhanced employee mobility • Third Party Management (where applicable)
Governance & Processes Tools & Outputs Initial Inventory & Baseline Data
Governance Tools • Asset list
• Client voice and data security policies. • BMC ITSM • List of registered users
Steering Committees will enable co- • Unified Communications specific • Configuration documentation
ordinated management of these policies management tools
• Capgemini’s adopted best practices for • BMC Atrium Pre-Requisites
service management. Governance of • Messaging and Call Manager tools
• Existing infrastructure documentation
contracts performed through suppliers
(covering all aspects of existing Unified
committees and service delivery reviews
Outputs Communications system)
Processes • Equipment provided system usage reports • Client escalation process
• DELIVER service management processes • Existing telephony gateway & directory
• Escalation process with third parties • Capgemini is managing the voice service or
strong co-ordination is required with this team
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Infrastructure Outsourcing > Workplace Services > Messaging & Collaboration :
Conferencing Management
Objective Scope
To manage turn-key provision of voice, video & web equipment and support for • Fully managed service for voice, video
these systems & bespoke conferencing rooms and web conferencing
• Includes asset management, inventory
management, capacity management of
Client Value
conferencing equipment
• Pro-active and highly reliable service • Integration of the service as needed with
• Improving business and user productivity
LAN & WAN management, so that SLAs,
• Improving service quality and reducing costs through Capgemini alliances with leading suppliers
QoS, CoS are fully-managed, end-to-end
• Flexibility and cost optimization through purchase of a service versus investing in assets and • Can include remote video & web bridge
building expertise internally
management by Capgemini or its partners,
• Ability to reduce corporate costs such as business travel and real estate, contributing to
Telcos or third parties (Add-on)
environmental targets
• Covers fixed high end vc, desk based
(MOC, IPC) as well as internal and hosted
Governance & Processes Tools & Outputs web conference
Governance Tools
• Client voice and data security policies. • BMC ITSM
Steering Committees will enable coordinated • Monitoring and management tools Initial Inventory & Baseline Data
mgmt of these policies • BMC Atrium • Relevant client policy and standards
• Capgemini’s adopted best practices for documents
Outputs
service management. Governance of • SLA reporting • List of information assets and third parties
contracts performed through suppliers • Architecture blueprints contracts
committees and service delivery reviews • Billing reports (collection of service providers
Processes bills)
Pre-Requisites
• DELIVER service management processes
• Capacity management, asset registration • Client Single Point of Contact
• Escalation process with third parties
• Conferencing application support processes
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Mobile Phones and Mobility Management

Objective Scope
• Management of mobile operator (MO).
To provide a fully managed service for the client mobile phone estate • Mobility Services Management, including
FMC (optional).
• Management of the handset population.
Client Value
• Reduced cost of service. • Billing Management.
• Improved service to client users via Capgemini service desk delivering an integrated solution in • IMACs.
coordination with relevant Mobile Telecom Operators. • Managed equipment refresh process as
• Managed Mobility Solutions that brings best value for client’s Business, by leveraging market’s best well as introduction of new services (3G,
service offers and technologies GPRS,…) (Add-on).
• Reduced carbon footprint through optimum infrastructure utilization and enhanced employee • Management of GSM gateway onto client
mobility LAN/WAN (Add-on).

Governance Tools Initial Inventory & Baseline Data
• Client Voice and Data Security Policies. And •BMC ITSM
also Client’s Mobile phone/lines procurement •BMC Atrium • Asset list of mobile phone/user population.
& expenses policies. Steering Committees • GSM gateway details.
will enable coordinated mgmt of these • MO contract service details.
Outputs
policies. •Monthly Capgemini service desk SLA reporting.
• Capgemini’s adopted Best Practices for •MO service availability reports.
Service Management. Governance of
Pre-Requisites
contracts performed through Suppliers
Committees and Service Delivery Reviews.
• Existing client service contract with MO.
Processes • Letter of authorization (to enable Capgemini
• DELIVER service management processes to contact MO on clients behalf).
• Escalation process with third parties.
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Voice Services Assessment

Objective Scope
• Schedule and conduct physical site
To assess the client’s existing Voice infrastructure and identify the steps it needs to surveys for Voice as well as relevant data
take to be in a position to deploy a Unified Communications solution network sections (for UC)
• Auto-discovery and audit of network
devices.
• Capgemini will identify potential technical
Client Value issues and make appropriate high-level
• Independent Review by Capgemini subject matter experts. recommendations based on this reviews.
• Identification of key areas requiring action.
• Obtain a roadmap for change.
Initial Inventory & Baseline Data
• For UC assessment: Information gathering
on LAN / WAN readiness with respect to
Governance & Processes Tools & Outputs Quality of Service, expected voice call
volumes, Power over Ethernet capabilities,
Governance Tools etc.
• Proven DELIVER methodology for •Inventory of existing data and telecom
Readiness assessment tests infrastructure. Pre-Requisites
Processes
• Site Surveys
• Review design documentation and analyze Outputs • Client Meetings for information gathering
for consistency, sufficient capacity, correct •Gap analysis report.
• Audit of existing Voice and data NTW
voice and call management planning
infrastructure
• Current and future Voice and Data Network
requirements
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Voice Services Design

Objective Scope
• Architecture and Solutions Design for IP
To provide clients with consultancy on integrated & industry leading Voice solutions, Telephony and full Unified
covering traditional, IP and wireless voice services, multimedia conferencing, Communications deployments.
contact centre and full unified communications systems. It enables clients to select • Identify opportunities for cost reductions or
Best of Breed equipment, suppliers and Telcos service improvements
• Selection of products and suppliers
Client Value • Managing RFP to Telcos and third parties
• Propose improvements to Client’s IT and
• Improve operational efficiency and reliability while reducing costs related to voice infrastructure
Business processes
management
• Building a short to long term roadmap for client’s Voice infrastructure that leverages market’s
best service offers and technologies, that suit most client’s needs Initial Inventory & Baseline Data
• Current voice network infrastructure (Line
Governance & Processes Tools & Outputs database, Telcos contracts, client sites
details (LAN, WAN, existing IPT, mail
Governance Tools
system, VM/UM), diagrams & blueprints)
• Client Voice and Data Security Policies • Standard ERLANG calculators, WAN
• Asset register
• Best Practice CoS/QoS Policies bandwidth sizing tools, etc.
• User population data
• System supplier design and sizing tools
Processes
• Requirements Gathering (VM/UM, IPT, etc.)
• Network and Telephony Audits and on- Outputs
Pre-Requisites
going Assessments • Roadmap • Client’s Terms of references or objectives
• DELIVER Service Management • Implementation and Transformation Plans • Client Single Point of Contact
processes. • Architecture blueprints
• Escalations procedures incl. incident
notification with Telcos
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Infrastructure Outsourcing > Network Services > Data Network Services :
Voice Services Optimization

Objective Scope
To identify opportunities for improving client’s Voice architecture, processes and • This service component is typically provided as an add-
commercial on to Telephony & other Voice management services;
• Analysis of Telcos and third parties contracts
• Proposals of Technologies & possible suppliers
• Architecture re-design & Roadmap
Client Value • Propose change to Client’s Infrastructure Mgmt and
Business processes
• Identify key opportunities and areas of improvements, and compare itself to the rest of the • Production of a Voice Optimization report covering all
industry services improvements & costs reduction opportunities
• Obtain an optimization roadmap that enable the client to achieve costs reductions and improve • Managing RFP to Telcos and third parties, with
the service to its Business users commitment to achieving identified benefits (add-on)
• Guarantee to cash-in the costs benefits of the proposed roadmap • Management of Benchmarks (add-on)
• Reduced carbon footprint through optimum infrastructure & services utilization
• Current Voice infrastructure detailed descriptions:
Governance Tools Telcos contracts, diagrams and blueprints, etc…
• Executive Steering • Leading analysts Benchmark tools • Asset register
Processes Outputs • (Business) Applications requirements & roadmap
• Capgemini Best Practises for Network • Opportunities for costs and services
Assessment and Transformation improvements
• Report and Roadmap including initiatives to
implement and proposed timing Pre-Requisites
• Client’s Terms of references or objectives
• Client’s Sizing requirements
• Client Single Point of Contact with availability of
key client’s leaders (Finance, Architecture,
Delivery lead,…)
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Data Network Services

Provides data network design and management services, exploiting industry
best practises and technologies, delivered in collaboration with alliance
partners among leading Telcos and Product Vendors
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Data Network Services

Service Benefits
Components • Drives vendor rationalization and management via an independent single prime supplier
(Capgemini)
1. WAN Management Core • Reduces TCO by leveraging industrialized processes and established low cost service
delivery locations
2. LAN Management Core • Drives predictable costs thanks to a flexible unit pricing approach
2. LAN Datacenter Management Add-on • Improves service quality & reliability through proactive service management and
maintenance
3. Internet Access Management Add-on • Enables carbon footprint reduction through technology deployment
4. Applications Networking Add-on

Management
5. Domain Name System Add-on Example Clients
Management
References below are (for the moment) for internal use only
6. Data Network Assessment Add-on In NA: MDS, Hydro One In UK: Shire, Schneider
In Rest of Europe: Kemira, S-Group in Finland; Hochtief, Tedrive in CE;
7. Data Network Design Add-on
Dalkia in France; RWS in Holland
7. Data Network Optimisation Add-on
Pricing Approach Coverage
Contacts
David Jennett, NIS NA (david.jennetth@capgemini.com)
Ashish Manjrekar, NIS India (ashish.manjrekar@capgemini.com) Unit pricing (for managed services), All OS Regions with some exceptions:
Guenter Reichelt, NIS CE (guenter.reichelt@capgemini.com) Cost Plus (for Telco’s connectivity In most regions Design & Optimization
Karen Eagling, NIS UK (karen.eagling@capgemini.com) services), services are not mature. Also no
Philippe Carron, NIS France (philippe.carron@capgemini.com) Time & Materials (Consulting activities) packaged offering is available.
Jani Anttila, NIS Nordic (jani.anttila@capgemini.com)
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WAN Management
Objective Scope
To manage data communications connectivity between client‘s different locations • Service is: 24x7 monitoring and
across one or several countries management via Capgemini or it‘s partners
network operations centres (NOCs)
Client Value • According to countries regulations
Management of TELCOs (Add-on)
• Improving service & reliability to the Business by a professional and 24*7 monitoring & support including:
• Improving service quality and reducing costs through Industrialized Network Mgmt * Provision of connectivity & telecom services
• Reducing costs and number of suppliers to manage through Vendor mgmt. Includes leveraging * Telecom Expenses Management
Capgemini Alliances • Architecture management
• Integration of various technologies: MPLS,
ATM, FR, DSL, MW radio, VSATs,…
Governance & Processes Tools & Outputs • Leverage Capgemini BestShore delivery
Governance Tools centers including the developing IMOC offer
• Architecture and Service Quality are • BMC ITSM
managed with Clients through Steering • BMC Atrium
Committees. • Line database
• Capgemini’s adopted Best Practices for • Network monitoring and management tools • Current network infrastructure (Line
Network Management. Governance of database, third parties Telcos contracts,
Outputs support and maintenance contracts)
• SLA reporting • Asset register
Committees and Service Delivery Reviews.
• Network performance, Trend analysis and • Detailed Architecture diagrams, Blueprints,
Processes utilization reports (optional) existing Operational Manuals, Client policy
• DELIVER Service Management processes • Architecture blueprints documents
• Capacity Mgmt, Asset Registration. • Billing reports / collection Telcos input (Add-
• Escalation process with third parties (Telcos on) Pre-Requisites
and Equipment providers), incl. incident
• Agree on equipment inventory with clear
notification.
listing of those remotely manageable
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LAN Management
Objective Scope
To manage local area network infrastructure within a building or campus • 24*7 Monitoring and Support of LAN infrastructure
incl. maintenance of 3rd parties equipment (Core)
environment, enabling data communication among local computing and printing • Management of wired as well as WiFi LANs
resources within an organization • Administration including IMACs
• Provision and/or Management of structured cabling
between end devices and network equipment (using
•
Client Value
Reliable LAN services including Ethernet wired connectivity third parties as appropriate) (Add-on)
• Compliance with Industry Best Practices and Standards • Management of value-added applications onto the
• Get ownership of the entire infrastructure life cycle LAN as well as the Wan (example: CoS
• Have predictable costs thanks to unit pricing implementation and end-to-end SLAs for ToIP).
• In some limited geographies (eg: Finland)
• Reducing assets costs by leveraging Capgemini global agreements & discounts with third
Capgemini provides LAN virtualization services.
parties • Leverage Capgemini BestShore delivery centers
Governance & Processes Tools & Outputs including the developing IMOC offer
Governance Tools
• Architecture and Service Quality are managed •BMC ITSM Initial Inventory & Baseline Data
with Clients through Steering Committees. •BMC Atrium
• Current network infrastructure (third parties
• Capgemini’s adopted Best Practices for •Monitoring and management Tools
contracts, support and maintenance contracts)
Network Management. Governance of Outputs • Asset register
contracts performed through Suppliers • SLA reporting • Detailed Architecture diagrams, Blueprints, existing
Committees and Service Delivery Reviews. • LAN Architecture blueprints Operational Manuals, Client policy documents
Processes • LAN performance and utilization reports (port
• DELIVER Service Management processes base) - (optional)
• Capacity Mgmt, Asset Registration and Life Pre-Requisites
Cycle Mgmt.
• Agree on equipment inventory with clear
• Escalation process with third parties.
listing of those remotely manageable
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Infrastructure Outsourcing > Data Center & Infrastructure Services > Infrastructure Management :
LAN Data Center Management
Objective Scope
To manage local area network infrastructure within the data center environment, • 24*7 monitoring and support of LAN
enabling highest performance and reliable data communication between servers, infrastructure
SAN and applications • Maintenance of 3rd party equipment
• Proactive improvement plans
Client Value • Provision and/or management of structured
• Highest performance & reliability LAN services within Data Centers cabling between end devices and network
• Compliance with industry best practices and standards equipment
• Get ownership of the entire infrastructure life cycle • Leverage Capgemini BestShore delivery
• Reducing TCO by leveraging Capgemini global agreements & discounts with third parties centers including the developing IMOC offer

Governance Tools • Detailed architecture diagrams & blueprints
• Architecture and service quality are managed • BMC ITSM • Overall view of traffic flow within Data Center
with clients through steering committees. • Monitoring and management Tools and mapping of critical applications &
• Capgemini’s adopted Best Practices for • BMC Atrium servers.
Network Management. Governance of • Current network infrastructure documentation
contracts performed through Suppliers Outputs • Asset register
Committees and Service Delivery Reviews. • SLA reporting
Processes • Architecture blueprints Pre-Requisites
• DELIVER service management process • LAN performance and utilization reports
• Capacity management • Service level and performance objectives
• Asset registration • Agreed process for jointly managing
• Life cycle management roadmap (deployment of new applications,
• Escalation process with third parties changes in traffic flow within data centers,
etc…)
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Internet Access Management

Objective Scope
To provide reliable and fully managed high performance global Internet access, • This service component is typically provided as an
add-on to WAN and/or LAN management service;
using the Best in Class ISPs and Telcos • Fully managed service including 24x7 monitoring
and management via Capgemini or it‘s partners
Client Value NOCs
• Flexibility of accessing as needed the Capgemini suite of Internet Security services (IDS, IPS,…) • Possible deployment and mgmt of Intranet &
• Improving service & reliability to the Business by a professional and 24*7 monitoring & support Extranet solutions
• Improving service quality and reducing costs through Industrialized Network Mgmt • Mgmt of Internet core services such as IP address
• mgmt, domain mgmt…
Reducing costs and number of suppliers to manage thanks to Vendor mgmt. service as well as
• Shared or dedicated Infrastructure
Capgemini Alliances with leading ISPs & Telcos • Leverage Capgemini BestShore delivery centers
including the developing IMOC offer
Governance Tools
• Architecture, Security and Service Quality are •BMC ITSM Initial Inventory & Baseline Data
managed with Clients through Steering •BMC Atrium • Relevant client policy (incl. security/
Committees. • Monitoring and management Tools
Internet access policy) documents
• Capgemini’s adopted Best Practices for
Outputs • Current network infrastructure information
Security Management. Governance of
• SLA reporting (incl. utilization diagrams) (3rd parties Telcos contracts, support and
• Architecture blueprints maintenance contracts)
Committees and Service Delivery Reviews. • Asset register
• Log analysis (Add-on for IDS, IPS etc…)
Processes • Detailed Internet and network Architecture
• Security/architecture recommendations (Add-
• DELIVER Service Management processes
on) diagrams, Blueprints, existing Operational
• Capacity Mgmt, Asset Registration.
Manuals, Client policy documents
• Escalation process with third parties (Telcos
and Equipment providers), incl. Handling of
Pre-Requisites
Security Incidents.
• Sizing of Internet requirements
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Applications Networking Management

Objective • This service component
Scope is typically provided as
an add-on to WAN and/or LAN management
To enhance performance and security for the transfer of client’s data service;
across its network • It consists in a mix of specific services and
Operational Security Services (see related
Client Value section of Catalogue);
• Encompass value added services and equipment
• Improving security, quality & reliability of data that Business needs to access mgmt, :
• Improving service quality and reducing costs through Industrialized Network Mgmt • WAN Acceleration
• Flexible access to a wide range of value-added services • Content Filtering and Management
• End-to-end performance and overall management of client’s Applications • Load balancing
• Reverse Proxies
• Telco’s value added services for
Applications mgmt and performance
Governance Tools • Fully managed service including customer
• Architecture and Service Quality are • BMC ITSM premises equipment
managed with Clients through Steering • BMC Atrium • 24x7 monitoring and management via Capgemini
Committees. Outputs or it‘s partners network operations centres
• Capgemini’s adopted Best Practices for (NOCs)
• SLA reporting
Network Management. Governance of • Network performance, Trend analysis and Initial Inventory & Baseline Data
contracts performed through Suppliers utilization reports (optional) • Target Applications identified and support
Committees and Service Delivery Reviews. • Architecture blueprints infrastructure described (diagrams, etc…)
Processes • Client Security Policies and Standards
• Capacity Mgmt, Asset Registration. Pre-Requisites
• Escalation process with third parties, incl.
incident notification. • Client Single Point of Contact
• Patch & Update procedures. • Capgemini solutions are validated by
Client’s Standard/Security board
Global Outsourcing
24
Domain Name System (DNS) Management

Objective Scope
To provide reliable and secured DNS management • This service component is typically
provided as an add-on to WAN
management service;
Client Value • Fully managed service including 24x7
monitoring and management via
• Improving service & reliability to the Business by a secured & professional 24*7 monitoring & Capgemini or it‘s partners NOCs
support • Mgmt of external and internal DNS,
• Improving service quality and reducing costs through Industrialized Server & DNS Mgmt including all aspects of domain registration
and management, as well as IP address
plan mgmt.
Governance Tools
• Architecture, Security and Service Quality • BMC ITSM Initial Inventory & Baseline Data
are managed with Clients through Steering • Monitoring and management Tools
Committees. • BMC Atrium • Existing DNS and IP address plans
• Capgemini’s adopted Best Practices for • Relevant client policy (incl. Internet access
Network & Servers Management. policy) documents
Outputs
Governance of contracts performed through • Detailed Internet and network Architecture
• SLA reporting (incl. utilization diagrams)
Suppliers Committees and Service Delivery diagrams
• IP address plans, with continuous updates
Reviews.
Processes
• Capacity Mgmt, Asset Registration. Pre-Requisites
• Escalation process with third parties (Telcos
• Availability of baseline data and policies
and Equipment providers), incl. Handling of
Security Incidents.
Global Outsourcing
25
Data Network Assessment

Objective Scope
• Schedule and conduct physical site
To assess the client’s existing Data Network infrastructure surveys.
• Auto-discovery and audit of network
devices.
• Capgemini will identify potential technical
issues and make appropriate high-level
Client Value recommendations based on this reviews.
• Independent Review by Capgemini subject matter experts.
• Identification of key areas requiring action.
• Obtain a roadmap for change.
• Information gathering on LAN / WAN
readiness with respect to Quality of
Governance & Processes Tools & Outputs Service, expected voice call volumes,
Power over Ethernet capabilities, etc.
Governance Tools
• Proven DELIVER methodology for •Inventory of existing data and telecom
Readiness assessment tests infrastructure. Pre-Requisites
Processes
• Site Surveys
• Review design documentation and analyze Outputs • Client Meetings for information gathering
for consistency, sufficient capacity, correct •Gap analysis report.
• Network audit of existing infrastructure
voice and call management planning
• Current and future network requirements
Global Outsourcing
26
Data Network Design

Objective Scope
• This service component is typically
To design the client’s future Data Network infrastructure, based on its business provided as an add-on to WAN and/or LAN
requirements management service;
• Architecture and Solutions Design
• Selection of products & suppliers best of
breed services and products
Client Value • Propose change to Client’s infrastructure
• Enabling and improving quality of service & reliability to the Business mgmt processes
• Reducing costs and TCO • Technologies encompass LAN, LAN WiFi,
• Building an implementation roadmap for client’s LAN & WAN infrastructure that leverages VPN, all WAN technologies (MPLS, FR,
market’s best service offers and technologies, that suit most the client’s needs etc.)
Governance Tools
• Architecture, Security Policies and •Vendor specific sizing and data gathering tools • Current network infrastructure (Line
Standards. Steering committees for review •Clarity database, diagrams and blueprints)
of requirements and impact of design on • Asset register
Outputs • (Business) Applications requirements and
Policies.
•Proposed target Architecture and roadmap roadmap
Processes •Implementation Plan
• Capgemini Best Practises for Network •Updated Architecture blueprints (Add on) Pre-Requisites
Assessment and Transformation
• Client Single Point of Contact
Global Outsourcing
27
Data Network Optimization

Objective Scope
To identify opportunities for improving client’s Data network architecture, processes • This service component is typically provided as an add-
and commercial on to WAN and/or LAN management service;
• Analysis of Telcos and third parties contracts
• Proposals of Technologies & possible suppliers
• Architecture re-design & Roadmap
Client Value • Propose change to Client’s Infrastructure Mgmt and
Business processes
• Identify key opportunities and areas of improvements, and compare itself to the rest of the • Production of a NTW Optimization report covering all
industry services improvements & costs reduction opportunities
• Obtain an optimization roadmap that enable the client to achieve costs reductions and improve • Managing RFP to Telcos and third parties, with
the service to its Business users commitment to achieving identified benefits (add-on)
• Guarantee to cash-in the costs benefits of the proposed roadmap • Management of Benchmarks (add-on)
• Reduced carbon footprint through optimum infrastructure & services utilization
• Current network infrastructure detailed
Governance Tools descriptions: Line database, Telcos contracts,
• Executive Steering • Leading analysts Benchmark tools diagrams and blueprints, etc…
Processes Outputs • Asset register
• Capgemini Best Practises for Network • Assessment of client’s Network • (Business) Applications requirements & roadmap
Assessment and Transformation infrastructure: includes opportunities (costs
and services)
• Report and Roadmap including initiatives to Pre-Requisites
implement and proposed timing
• Client Single Point of Contact with availability of
key client’s leaders (NTW Finance, Architecture,
Delivery lead,…)
Global Outsourcing
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Network Security Management

Provides network security management services based on
recognised security standards and industry best practices
Global Outsourcing
29
Network Security Services

Service Benefits
Components • Reduces TCO by leveraging industrialized processes and established low cost service
delivery locations
• Drives predictable costs thanks to a flexible unit pricing approach
1. Firewall Management Core • Leverages independent expertise and resources (people, processes and technology)
• Improves service quality & reliability through proactive service management and
2. VPN Management Add-on
maintenance
3. Remote Access Gateway Add-on • Leverages and integrates all consulting & operational Capgemini Security Services (see
Management Security Services section)
Refer to Security Services for further

consulting and operational
security services Example Clients
Reference below are (for the moment) for internal use only:
In NA: Astellas Pharma Inc., Farmland Foods.
In UK: Aspire and London Met. Police
In Rest of Europe: Inex, Restel in Finland; Steilman, Schufa in CE; ENECO in Holland
Contacts Pricing Approach Coverage

David Jennett, NIS NA (david.jennetth@capgemini.com)
Ketan Prabhu, NIS India (ketan.prabhu@capgemini.com) All OS Regions with some limited exceptions.
Richard Mason, NIS UK (richard.mason@capgemini.com) Unit pricing based on user or device count
Wilhelm Szubries, NIS CE (wilhelm.zubries@capgemini.com) (for managed services),
Philippe Carron, NIS France (philippe.carron@capgemini.com) Time & Materials (Consulting activities)
Jani Anttila, NIS Nordic (jani.anttila@capgemini.com)
Global Outsourcing
30
Infrastructure Outsourcing > Network Services > Network Security Management :
Firewall Management
Objective Scope
• Fully managed service including 24x7
To provide secured authorization and access control with negligible impact on
monitoring and management via Capgemini or
network performance; to manage client’s firewalls in order to best protect their it‘s partners NOCs
data and assets from internal and external threats • Utilization of different solutions among
industry’s leading products (FW-1, Nokia
SW,Fortinet,…)
Client Value
• In some limited geographies (eg: Finland),
• Serving the clients need to securely connect business partners, suppliers and other 3rd parties Capgemini provides FW virtualization services.
according to the clients security policy • Leverage Capgemini BestShore delivery
• Improving service quality and reducing costs through Industrialized Firewall Mgmt centers including the developing IMOC offer
• Improving Security to the client’s Business by fastest access to Security alerts, patches and Best
Practices
Governance Tools • Relevant client policy and standards
• Architecture, Security and Service Quality are • BMC ITSM documents
managed with Clients through Steering • Monitoring and management Tools • List of Information Assets and third parties
Committees. • BMC Atrium contracts
• Ad hoc Crisis teams • If FW already deployed: Blueprints and
• Capgemini’s adopted Best Practices for Security Outputs
diagrams
Management. Governance of contracts • SLA reporting (incl. utilization diagrams)
performed through Suppliers Committees and • FW Architecture blueprints
Service Delivery Reviews. • Log analysis (Add-on) Pre-Requisites
Processes • Security/architecture recommendations (Add-
on) • Firewall H/W and S/W are compliant with
• DELIVER Service Management processes client’s security standards
• Capacity Mgmt, Asset Registration. • Client Security Policy updates (from Client)
• Existing and proposed Firewall services
Handling of Security Incidents.
comply with Security policies in places
Global Outsourcing
31
VPN Management
Objective Scope
To transfer information securely across the internet, utilizing standard based • VPN services include:
encryption technology 1. LAN to LAN (Site to site)
2. Remote access (client to site)
• Management of TELCOs
Client Value
• Get flexibility and cost effectiveness by having access to market’s Best of Breed technologies & monitoring and management via
services Capgemini or it‘s partners NOCs
• Compliance with Industry Best Practices and Standards • Leverage Capgemini BestShore delivery
• Have predictable costs thanks to unit pricing centers including the developing IMOC
• Reducing costs by using Internet for Transport offer
Governance Tools • Relevant client policy (incl. security)
• Architecture, Security and Service Quality are • BMC ITSM documents
managed with Clients through Steering • BMC Atrium • Existing LAN Blueprints and diagrams
Committees. • Monitoring and management Tools • List of Information Assets
• Ad hoc Crisis teams • Third parties contract
Outputs
• Capgemini’s adopted Best Practices for
• SLA reporting (incl. utilization diagrams) Pre-Requisites
Security Management. Governance of • VPN Architecture blueprints
contracts performed through Suppliers • VPN services is compliant with client’s
Committees and Service Delivery Reviews. security standards
Processes • Integrates with (existing) client
• DELIVER Service Management processes authentication services
• Capacity Mgmt, Asset Registration.
Handling of Security Incidents.
Global Outsourcing
32
Infrastructure Outsourcing > Security Services > Infrastructure Security > Perimeter :
Remote Access Gateway Management

Objective Scope
• RAG Management services include:
To provide secure, scalable and clientless remote access capability for all
• Private Gateway & Infrastructure
roaming users support and administration
• Telco Management
monitoring and management via
Client Value Capgemini or it‘s partners NOCs
• Provides users seamless access with a single login to corporate resources that are protected by • Leverage Capgemini BestShore delivery
access control policies centers including the developing IMOC
• No client software deployment, no maintenance, and no changes to existing servers. offer
• Access to corporate resources from any type of device using any type of operating system. Initial Inventory & Baseline Data
• Scans endpoints for corporate security policy compliance, before and during the session.
• Relevant client policy (incl. security)
documents
Governance & Processes Tools & Outputs • Existing Blueprints and diagrams
• List of Information Assets
Governance Tools • Third parties contract
• Access Control • Juniper
• Communications & Operations • Cisco Pre-Requisites
Management • Safeword
• Network Security • SecureID • Firewall H/W and S/W are compliant with
client’s security standards
Processes Outputs • Existing and proposed Firewall services
• VPN Management • SLA reporting (incl. utilization diagrams)
comply with Security policies in places
• Token Management • Architecture blueprints
Global Outsourcing
33
Service Roadmaps
Summary of near-term and future activities to evolve
each service
Global Outsourcing
34
Service Roadmap
Telephony
Management
Unified
Communication
Readiness
Assessment
IP-CCTV
Contact Centre
Hosted & Managed
Service
Voice Unified
Communications Digital Media
Services Management
Conferencing
Management
Mobile Phone &

Mobility
Management
Telepresence
Voice Services
Design
Current Baseline Near-term Future

(0 – 18 months) (18 months +)
Global Outsourcing
35
Service Development Activities

Digital Media
A comprehensive suite of digital signage, Enterprise TV and desktop video applications deployed on a unified communications network.
IP-CCTV
Migration of existing video surveillance services to IP.
Integration of IP based video surveillance systems onto the unified communications network .
Telepresence
Create in-person communications experiences between people over the network, via high end video conferencing.
Global Outsourcing
36
Service Roadmap
WAN Management Infrastructure

Management
Operations Centre
(IMOC)
Internet Access
Management
Utility Network
LAN Management LAN Datacenter

Virtualisation
Data
Cloud Computing /
Network LAN Datacenter Networking
Services Management
Application
Networking
Management
Domain Name
System Network
Management Optimisation
Network Design

Global Outsourcing
37

LAN Datacenter Virtualization
Providing users of Capgemini’s Datacenters with Virtual LAN infrastructure, fully integrated into Capgemini Server Management offer, seamless in
terms of delivery (SLA management) and pricing.
Utility Network
Providing pay as you use network services to optimize TCO and provide maximum flexibility to Capgemini’s clients, for the entire range of Network
Services.
Cloud Computing / Networking

Providing dynamically scalable and virtualised resources for network services that are fully integrated into the Capgemini infrastructure cloud. It
enables clients not to have to build knowledge and control of the underlying technologies.
Infrastructure Management Operations Centre (IMOC)

NB: Infrastructure cover Network as well as Server, Storage, Databases, etc…
Providing industrialized and fully integrated Infrastructure Management Operations Centre services. Capgemini IMOC will be part of a uniquely
constructed 3 tier environment: the Infrastructure Management Service Centre (IMOC), the Twenty Four Hour Support Unit (TSU) and high end
service support functions (leadership and service management teams (include performance mgmt, etc…)). IMOC will provide monitoring, back up
and scheduling services for Network as well as Server, Storage, Databases, etc. It will be supported by our best practises and best of breed tools
that will enable efficient operations & highly automated activities.
Global Outsourcing
38
Service Roadmap
Firewall
Management Firewall
Virtualisation
Network Network Access

Security Protection
VPN Management
Management
Utility Network
Security Services
Remote Access
Gateway
Management
Refer to Security Services for further consulting and operational security services

Global Outsourcing
39

Firewall Virtualization
Providing Capgemini clients with Virtual Firewall infrastructure, fully integrated into Capgemini Security offer, seamless in terms of delivery (SLA
management) and pricing.
Some level of service exist in The Netherlands and Finland.
Utility Network Security Services
Providing users with a utility service and pricing model, ensuring most flexible as well as highest level of service and response to demands.
Network Access Protection

Providing authentication and authorization to users accessing network infrastructures, whilst integrating seamlessly into the overall Client
infrastructure.
Some level of service exist in The Netherlands.
Global Outsourcing
40
For more information:
OS Portfolio : glenn.adams@capgemini.com
Infrastructure Outsourcing : lynn.bairstow@capgemini.com
Network Services : frederic.thomas@capgemini.com
Global Outsourcing
41

OS Portfolio - IO - Network Services - v1-2

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Outsourcing Services Portfolio

The portfolio has a 4 level tree structure:

• Level 2 - Service Lines, e.g. Workplace Services

• Level 3 – Services, e.g. Workplace Management

• Level 4 - Service Components, e.g. Application Packaging & Deployment

• Jani Anttila (NIS leader, OS Finland)

Lead : Lynn Bairstow (Global IM Service Line)

Business Process Application Infrastructure

 Finance and Accounting Outsourcing  Application Management  Workplace Services

Workplace Data Center & Network Security

Voice Services Data Network Services Network Security

WANs, LANs & WiFi, LAN in

Voice Services Elements in

Legacy telephony, IP Telephony,

Network Security Elements

5. Mobile Phone & Mobility Core

Pricing Approach Coverage

Contact Center Services (Hosted and Managed)

Mobile Phones and Mobility Management

Governance & Processes Tools & Outputs

Voice Services Assessment

Voice Services Design

Voice Services Optimization

Data Network Services

Data Network Services

4. Applications Networking Add-on

Initial Inventory & Baseline Data

Internet Access Management

Applications Networking Management

Domain Name System (DNS) Management

Data Network Assessment

Data Network Design

Data Network Optimization

Network Security Management

Network Security Services

Refer to Security Services for further

Contacts Pricing Approach Coverage

Remote Access Gateway Management

Mobile Phone &

Current Baseline Near-term Future

Service Development Activities

WAN Management Infrastructure

LAN Management LAN Datacenter

Current Baseline Near-term Future

Service Development Activities

Cloud Computing / Networking

Infrastructure Management Operations Centre (IMOC)

Network Network Access

Current Baseline Near-term Future

Service Development Activities

Network Access Protection

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