1. Infrastructure Managed Services

2. Agenda Computacenter Managed Services today The challenges going forward Response to the challenges  Portfolio approach  Underpinning frameworks Overview of Infrastructure Managed Services Framework Summary and Questions

3. Customer profile 105 Customers Wide range of contract sizes and lengths  £1.2m to £100m  3 to 10 years trend is longer  Medium to large organisations Delivery options, on / off-site, field, remote

4. Managed Services

5. Service Support and Operations Centre 1,000,000+ calls per annum 66% New calls, 33% follow up work Top level break down of activity  30% Moves Additions,Disposals, Changes  10% Advice and guidance  20% password resets  40% 3rd party, field engineering, specialist support or customer support team assignments Team of over 260 based in Hatfield, Milton Keynes and Liverpool

6. Experience and expertise 12 years delivering managed services 2,000+ people directly involved in delivering services 500 Programme, Project and Technical Consultancy personnel  500,000 Desktops / Notebooks / PDA’s  12,000 Unix and Windows Servers  60 Terabytes of storage  9,000 Network nodes

7. Our proposition today Customer focused  Meet business requirements  Reduces cost and risk of service provision  Release resources to focus on core business  Partnership between Computacenter and you / IT Function Provide an integrated service  Multi vendor support  Flexible service measured against agreed service levels  Full lifecycle of support services available

8. Challenges for the future Increased flexibility within services levels Ability to scale services up or down Modular packaged but configurable services Rapid response to changes Innovative commercial models Wider range of services Predictability and consistency of delivery Securing economies of scale Benchmarking of services

9. Strategic intent Limited Influence 20022004 Input/Output Operational Ad-hoc/T&M Desktop Dedicated Influence Consistency Managerial Contracted SLA’s Datacenter Shared Infrastructure Cost per use 8+ Authority Directional ??????

10. The programme plan has four top line themes ThemesWhy are we doing it Frameworksto make what we do repeatable, scaleable, competitive, profitable Packaged Solutionscombining things we do to deliver business result, high margin, differentiation, uniques Packaged ServicesImprovement and packaging of what we do today to make it easier to sell and deliver Research and Development Investments in the future - delivers strategy recommendation, incremental pilots and proof of concepts - delivering business case

11. Response to the challenges A portfolio of services and solutions underpinned by frameworks

12. Knowledge Framework Development Framework Improvement Infrastructure Managed Services Framework Professional Services Framework Frameworks to make what we do repeatable, scaleable, flexible and easy to take advantage of quickly KnowledgeProof Trust

13. The portfolio is designed to meet customer needs Manage Resolve Control Predict Improve Implement Build / Configure Integrate Install / roll-out Support / Protect Transform Remove Advice Investigate Analyse Educate Innovate Design Prove Test Recommend Select Prepare Plan

14. Reseller Frameworks deliver solution to customers requirements Customer Supply Chain Continuity Services Service Provider Business Process Ptnr Commercial Partner Customer Solution Manage Implement Advice Components Frameworks

15. DocumentImplement Operate KnowledgeAcquisition, analysis, and application of knowledge for improvement e.g risk, customer satisfaction, intelligence, improvements Information and communication services Capture, transact, report, measure and communicate critical information and automate delivery of services Policy Strategy, parameters, culture, exclusions e.g HR, Security, sizing, development, improvement, quality MethodsPhilosophy and approach logical grouping and management e.g. Take on, Deliver and improve Processesconsistency, effectiveness efficiency, measurable e.g. Audit, Take on, Incident, MADC, reporting, Service Management Packaged Services Flexible, Modular, Scalable, Competitive, integrated e.g. Request to Resolution, Asset Lifecycle Remote monitoring and response Frameworks and packaged services deliver repeatable consistent result for our customers

16. The benefit of packaged services Risk Packaged Managed Service Bespoke Managed Services Improved results Modular, innovation Flexibility, scalability

17. Anatomy of Packaged Service and Solutions

18. Customer focus for development and improvement BenchmarkingPerformance Against Plan Customer Feedback Market ResearchCompetitive Data Trends Balanced Scorecard/KPI PSF IMSF DIF KF AdviceImplementManage KnowledgeProofTrust Analysis/Grouping Interpret Recommend Execute Approve Improved Service Levels Improved flexibility Strong Market Orientation Commercially Attractive Lower Risk Delivery Increased satisfaction

19. Infrastructure Managed Services Framework Overview

20. Infrastructure Managed Services Framework goal Key requirements are to:- support datacentre to client access device and between do so using modular based packaged services be able to scale service down to address smaller deals be able to take account of existing contract positions be able to deliver locally, remotely or combination of both be able to do it with or without System Management tools be able to measure effectiveness and improvement over time Key requirements are to:- support datacentre to client access device and between do so using modular based packaged services be able to scale service down to address smaller deals be able to take account of existing contract positions be able to deliver locally, remotely or combination of both be able to do it with or without System Management tools be able to measure effectiveness and improvement over time Provide a framework to enable Computacenter to qualify, bid for, take on, develop and deliver Infrastructure Managed Services business that provides an exceptional and consistent customer experience, enable flexibility and innovation

21. How is IMS Strategy driven? IMS Strategy IMSF is driven by corporate strategies based on market needs and improvement opportunities

22. How do we control the design? IMS Strategy IMSF Design Authority It uses the concept of Design Authorities to manage compliance, quality, improvement and change management.

23. What is the approach to quality? Quality Strategy IMS Strategy IMSF Design Authority Improvement and compliance is measured and maintained under the IMSF Quality Strategy

24. Quality Strategy Quality Control is focused The quality strategy will concentrate on activities around Quality Planning, Configuration Management, Change Control, Risk and Issue Management and Audit. IMS Strategy IMSF Design Authority

25. Step changes will be made in a controlled way Development Quality Strategy IMS Strategy IMSF Design Authority Computacenter uses its Development and Improvement Framework to design and develop services that satisfy our customer needs.

26. Development Quality Strategy IMS Strategy IMSF Design Authority Catalogue of services approach Computacenter offers its “catalogue” of services in the form of repeatable,tried and tested, packaged services. Off the shelf modules - ready to go” configured to your precise needs

27. Development Quality Strategy IMS Strategy IMSF Design Authority Modular approach for flexibility The framework helps our customers identify which modules fit together for them, which ones work together and what solutions are available…. Can be linked Must be linked Can’t be linked

28. Development Quality Strategy IMS Strategy IMSF Design Authority Providing clarity of approach … and it acts as the road map through awareness,bid,documenting implementation, operations and contract renewal.

29. Development Quality Strategy IMS Strategy IMSF Design Authority IMSF provides consistency The IMSF guides the structure and shape of services to ensure that they meet Computacenter’s customer needs when integrated.

30. Development Quality Strategy IMS Strategy IMSF Design Authority Development is integral to the future The Development and Improvement Framework manage the creation and evolution of Computacenter’s Packaged Services and Solutions

31. Development Quality Strategy IMS Strategy IMSF Design Authority Services are released in a controlled manner ….and these are made available through the framework.

32. Development Quality Strategy IMS Strategy IMSF Design Authority Providing what you need when you need it For each customer requirement the right mix of the framework processes and service selection is made giving predictable outcomes

33. Development Quality Strategy IMS Strategy IMSF Design Authority Service excellence is core to IMSF Giving Computacenter’s customers an excellent service experience whilst managing down risk and focussing on service improvement.

34. Development Quality Strategy IMS Strategy IMSF Design Authority Focusing on results for customers All services delivered to Computacenter’s customers have the ability to be measured and these Key Performance Indicators become “heart monitor” for the contract

35. Computacenter KPIs results focused Similarly Computacenter uses KPI’s to ensure that it is managing it services too. Development Quality Strategy IMS Strategy IMSF Design Authority

36. In-Life Management for ongoing improvement Computacenter will use its Development and Improvement Framework to maintain and evolve its services. Development Quality Strategy IMS Strategy IMSF Design Authority

37. Strategic change will occur New Modified Removed Development Quality Strategy IMS Strategy IMSF Design Authority And when it is necessary to embark on major developments these are released to our existing customers in a planned manner

38. Strategic change managed effectively Constant reviews will give management information to ensure consistent quality. Quality Planning Configuration Management Change Control Risk and Issue Management Audit Development Quality Strategy IMS Strategy IMSF Design Authority

39. Summary Customer focussed Meeting key challenges Clear road map for the future Significant and ongoing multi-million £ investment in development and improvement Depth and breadth of experience being harnessed effectively