Managed Services: IT Flexibility and Cost Efficiency

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1 Managed Services: IT Flexibility and Cost Efficiency Increase speed and agility. Demand flexible, reliable, cost-effective services. Leverage best in class IT infrastructure, tool set and processes. Access 24x7 turnkey management of critical IT systems. Reduce total cost of IT ownership and capital outlay by up to 30%. Receive a service level guarantee with predictable flat fee structure. In today s volatile business world, organizations face significant challenges in scaling and managing their global IT infrastructure while effectively reducing cost. Access to best in class tool sets, hardware, software and even niche technology experts are often unattainable due to constricting budgets. To meet these challenges, Critigen offers focused solutions in IT infrastructure and application management for building and managing the lifecycle for enterprise IT systems. Critigen s domain expertise spans across industry verticals and market leading technologies in order to provide an unbiased and dynamic approach to managed IT services.

2 Flexible, Best-in-Class IT Outsourcing For over sixteen years, clients have leveraged Critigen to design, build and manage their IT initiatives. Whether a local school system, financial institution, city, hospital or commercial enterprise, Critigen understands the importance of streamlining, optimizing and sustaining critical information technology systems at reduced total costs versus clients traditionally supporting themselves. Critigen s comprehensive portfolio of infrastructure management services guarantees reliability, 24x7 support, high availability, protection from technology obsolescence, and swift scalability. From management of data center infrastructure to 24x7 support of end user devices and applications, Critigen can take partial or full accountability of IT system management. Furthermore, Critigen s infrastructure utility delivery model allows clients to scale up or down on demand while paying a fixed monthly fee for only those IT services that they require. HOLISTIC INTEGRATION OF CRITIGEN SERVICES Critigen s managed services also leverages the tools, technology and talent across the breadth of our diverse IT consulting services. From platform upgrades and integration, custom application development, comprehensive program management, to security compliance services, Critigen provides technology consulting, development and outsourcing to many organizations that do not have the resources to manage and deploy the solutions internally. This establishes a costeffective, flexible and risk-adverse long-term strategy that aligns with client business objectives while reducing multi-vendor management resources. Designing, building and maintaining thousands of client IT systems and employing hundreds of service professionals worldwide, Critigen supports emerging customer technology needs around the globe. Critigen s customer base leverages the trained personnel, toolset, procedures and infrastructure invested to support clients across a wide range of markets including: Commercial Enterprises Healthcare Financial Government Defense Water Energy Emergency Services Oil & Gas

3 By 2012, 20 percent of businesses will not own any IT assets, neither end user nor data centre. - Gartner, 2010

4 Full IT Lifecycle Support From architecture and design, strategic consulting, managed hosting, disaster recovery to 24x7 Help Desk, Critigen offers an inclusive portfolio that helps customers optimize cost, increase efficiency and improve performance within core IT systems. Critigen provides services for both short and long term engagements with an unmatched breadth of technology and business experience. Dedicated Cloud Hosting By delivering enterprise-class computing and support in a private cloud, Critigen offers best-in-class functionality and performance without the worry of supporting the underlying hardware/software or concern about technology refresh/replacement costs. Whether the solution includes the entire suite of hardware, software, facilities and support provided as a flat monthly fee (Infrastructure as a Service) or management of client owned infrastructure, Critigen can support either or within a hybrid delivery model. Critigen optimally deploys, monitors, and manages core infrastructure through standardization, virtualization, 24x7 monitoring, automation, and ITIL-based best practices. Clients realize guaranteed performance and availability within a platform customized for each business requirement. Services include: Managed Infrastructure as a Service (IaaS): Application and Database Hardware/ Software, Tier III Data Center Facilities, Core Network and Security Infrastructure, Storage Dedicated Network Access and Security Nightly and Off Site Backups Disaster Recovery 24x7 System Management: Patching, Updates, Hardware/Software Maintenance, Change Control Application Hosting Shared Infrastructure Cloud Hosting To reduce total cost of ownership and minimize carbon footprint, Critigen multi-tenant platforms allow clients to decouple processing and storage capabilities from physical servers so they can boost server utilization while minimizing power consumption and space requirements. High levels of security, reliability, performance, and service are inherent in every deployed solution. Clients scale platforms quickly while optimizing hardware resources and achieving pay as you go fee structures for services. Best-in-class hardware, software, skilled technology resources and facilities are bundled at a low fixed monthly fee, allowing business owners to accurately predict IT operations cost while allowing them to focus on their core business. Services include: Virtual Application and Database Servers Custom Built Virtual Servers Storage Area Network (SAN)/Network Attached Storage (NAS) Nightly and Off Site Backups Core network infrastructure - Switching, Routers, Firewall, Intrusion Detection Systems, Security Log Analysis Software as a Service (SaaS): Hosted MS Exchange, Desktop Antivirus, Voice Over IP Unified Communications Disaster Recovery/Business Continuity Virtual Desktop Collaboration: MS SharePoint Diverse Carrier Access

5 Remote Infrastructure Monitoring and Management (RIMM) Critigen delivers 24x7 remote infrastructure monitoring and management services from redundant Enterprise Operations Centers (EOCs). Critigen helps clients cut down the costs of infrastructure monitoring and management while gaining access to expert skill sets. The EOC utilizes industry leading tools to proactively manage remote client environments including, but not limited to, servers, applications, network infrastructure, and storage appliances. System alerts and events are analyzed and remediated around the clock so client resources can focus on their core business functions. Critigen s proactive remote monitoring service improves mean time to respond, 24x7 remediation, reports actual performance to key performance indicator goals and removes the ongoing distraction of system alerts to client IT resources. Disaster Recovery & Business Continuity Critigen designs and implements full disaster recovery and business continuity solutions, with the focus on providing the infrastructure and processes necessary for businesses to restore their critical IT systems in the wake of a disaster. For many organizations, the availability of a low-cost, managed disaster recovery facility enables a recovery site strategy without the associated burden of a dedicated secondary site and operational expenses. Critigen offers a range of disaster recovery and business continuity managed services customized to cost-effectively meet the individual requirements of organizations. While there are many disaster recovery models offered commercially, they generally fall into three categories: hot sites, warm sites and cold sites. 24x7 Help Desk Clients leveraging Critigen s Managed Help Desk realize full time resources for ticketing, third party escalation, end user PC support and application support. Scaling upon demand, Critigen Help Desk pricing models are offered on a per call or unlimited basis. Services include: Redundant Facilities Ticketing Platform, Tracking All Events Followed by Comprehensive Monthly Service Level Guarantees Reporting. Remote PC/Desktop Management Tools to Per Call or Volume Discount Pricing Assist End Users in Real Time, Avoiding the Need to Deploy Resources Comprehensive Event Resolution or Third-party Escalation Secure Customer Portal Critigen was a perfect fit for us. Its IT lifecycle services provided exactly what we needed in terms of a thorough assessment, a strategic plan, as much or as little implementation support at the tactical stage of the process, and then ongoing support as an extension of our own IT team. Application Management Many companies lack the resources to cover all competencies along the application lifecycle. Critigen offers clients the choice and flexibility of support for specific applications or for the entire application portfolio, including custom, off-the-shelf and enterprise solutions (i.e. PeopleSoft, Oracle, Citrix, Siebel, Hyperion, MS Exchange, MS SharePoint, ESRI Geospatial Applications, Cisco VoIP, etc). We specialize in the evolution, operation, and maintenance of mission-critical applications. Our comprehensive approach delivers significant improvements in operations, risk mitigation, and tangible performance enhancements including a reduction of support costs by up to 40%.

6 Application Management (cont.) Clients achieve transparency and increased response KPIs, thereby providing the confidence and flexibility to free budgets, redirect high performing staff, and pursue strategic initiatives. Through proven processes, tools and expertise, clients are able to optimize their application portfolio, resulting in seamless operation and dependable performance. Services include: THE CRITIGEN MANAGED SERVICES DIFFERENCE Change Management (Service Desk, Production Support, and User Support) Application Maintenance Enhancements and Upgrades Application Report Enhancement Application Updates/ Patching Custom Development 1. 1 Solution flexibility and agility; Due to client s unique business requirements and complex dependencies between systems, Critigen provides a hybrid delivery model: Management of IT assets at either one of Critigen s global hosting facilities or on site at client premises Management of client or Critigen provided IT hardware/software 2. 2 Technology neutral approach across a wide variety of industry leading hardware and software platforms. Instead of locking in a client with a single choice of technology, the most qualified solution is selected for clients based on business and technology requirements Intense focus on client satisfaction and service levels Past performance of global projects across major industry sectors including commercial enterprise, healthcare, financial, energy, government, and defense Award winning Managed IT Services practice: Black Book of Outsourcing, 2008, 2009, 2010 Application Functional Support Enterprise Outsourcing Services For organizations considering comprehensive management of systems, business processes, staffing as well as leadership, Critigen offers enterprise outsourcing programs on a global scale. Critigen tailors each engagement to meet specific client business needs by carefully considering size and complexity. We leverage a broad spectrum of dedicated/shared managed services, technology experts and program management methodologies to provide a solution that is focused on client objectives while seeking to reduce overall program operating costs. Critigen has successfully executed wide-scale projects that achieved standardized, repeatable processes under one integrated governance structure. Organizations capitalize on an outsourcing methodology that enables better administration, management and measurement of business KPIs. Savings from enterprise outsourcing result from: Standardized Operations Mapping IT to Performance Matrixes Governance Consolidated Vendor Management Lowered Risks through Operational Efficiencies Improved Workforce Performance Reduced Redundancy Costs through Proven Process Design Cost Maintenance and Budgeting Customers served more effectively IT Professional Services Critigen s IT consulting services address aspects of reducing cost, increasing agility and enabling IT system transformation. Critigen offers focused solutions over a diverse number of infrastructure environments and leverages its proven IT infrastructure assessment tools and methodologies to design solutions that focus on the dependencies between business and technology objectives. Project Management resources are trained and certified in PBOK and SCRUM methodologies. Whether clients require assistance assessing IT application architecture, managing a complex wide area network implementation, or upgrading legacy platforms, Critigen can help. Services include: Physical to Virtual Server Migrations Project and Program Management Enterprise Architecture and Strategic Planning Business Continuity and Disaster Recovery Planning IT Audits and Assessments Wide/ Local Area Network Architecture & Design System upgrade and integration Short and long-term on site skilled resources ERP Planning, Strategy and Implementation Security Assessments & Remediation Data center consolidation and migrations

7 Benefits of Working with Critigen Managed Services Maintaining and optimizing infrastructure is complicated. The complexity and sheer number of mature and emerging technology options can make it difficult for organizations to discern which combination of options is most uniquely suited for them. Additionally, in order for solutions to be truly effective, they must also be viewed with longevity in mind. TOP IT MANAGED SERVICES PROVIDER 2008, 2009 & 2010 The magnitude of factors depending upon the right solution allows no room for trial and error. That is why the world s most progressive public and private clients rely on Critigen for the following reasons: Rapid ROI and reduction of total operating costs: Alleviates the need to provide in-house IT capability and avoids costly capital investment. ROI on investment is realized in months not years. Predictable fee models: Clients subscribe to services on an as needed basis thereby paying only for those services that are required. Client financial stakeholders are able to accurately forecast IT cost by the user or device. Access to industry leading tools and technology platforms: Critigen continuously evaluates enterprise technology solutions, and only adopt those that provide overall performance and value. Criitgen continually reinvests in best in class tools as well as on-demand IT infrastructure and services so clients are consistently provided with robust and reliable solutions. Avoidance of capital outlays: Critigen offers the option of incorporating software, hardware and facility cost as a service, or as an operating cost. This alternative drives down up front capital spending so funds can be reallocated to core business functions. Scalable and Elastic: Instead of investing in static system architectures, clients leverage a computing environment that supports the ability to quickly scale up and down, offering high reliability, response times and flexibility to fluctuating demand. IT risk management: Architecture, deployment and management of IT solutions are executed by certified industry experts with vast technology and program experience. ITIL framework and audited SAS70 Type II processes adopted and enforced. PMBOK Institute Immediate improved operating efficiencies: Leverage of proven expert IT management processes, procedures, and technology experts. Assurance: Critigen s 24/7 accountability of client systems, along with its proven and reliable best in class technologies and sustainable methodologies, are there when you need them-any day, any time. Technology Neutral Approach: Our IT experts represent knowledge over a vast variety of leading technology platforms including Microsoft, Unix, Oracle, Sun, HP, Dell, IBM, EMC, Cisco, Citrix, VM ware, WAN acceleration, Voice over IP, and several other enterprise platforms. Enterprise-class IT facilities and outsourcing services with no compromises to availability, reliability and security. Adherence to SAS 70 Type II standards. Critigen follows and adheres to SAS 70 Type II processes. The SAS 70 Type II audit provides assurance that policies, procedures, and business processes are followed as best practices for providing a secure and stable IT management environment. Clients faced with compliance requirements such as Sarbaines-Oxley (SOX), The Health Insurance Portability and Accountability Act (HIPAA), and the Gramm-Leach Bliley Act (GLBA) can remain confident that Critigen s support and delivery operations achieve strict standards for operational excellence.

8 Legend Remote Managed Client Location Managed Services Operations Facility Strategic Partner Facility CRITIGEN WORLD HEADQUARTERS 6161 S. Syracuse Way, Ste 100 Greenwood Village, CO Washington DC 901 New York Ave N.W Suite 5100 West Washington, DC London, UK Avon House Kensington Village Avonmore Road London W14 8TS, United Kingdom +44 (0) Abu Dhabi, UAE PO BOX Al Bateen Business Centre Al Bateen C6 Bainunah Street Abu Dhabi UAE About Critigen Critigen is a global technology consultancy serving as the leader in information management for critical infrastructure. Divested from CH2M HILL s 64-year, $6.3 billion engineering business, the company leverages deep domain expertise to develop technology-based approaches for some of the most prestigious and progressive clients in the world. Solely focused on the convergence of technology application and mission-critical data, Critigen provides clients a way to visualize, collaborate, secure and manage information. Critigen s global delivery capabilities stretch from India, China, Eastern and Western Europe, to Latin America and North America: an integrated 24x7 managed services practice coupled with specialized technology management and business process experts.. Let us know. We can help. What are your barriers to modernizing critical infrastructure? Visit us at critigen.com or call