Log and Refer Service Desk IL0. September 2013

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1 Log and Refer Service Desk IL0 September 2013

2 TABLE OF CONTENTS 1 Service Overview Why Capgemini? The Capgemini Proposition Approach Benefits Summary of Proposition Pricing Rightshore Capgemini s capabilities Additional service offerings Information Assurance Ordering & Invoicing Process Termination Terms References Trial Service Further Information Additional Information Page 2

3 1 Service Overview Capgemini offers a suite of Services Desk services, ranging from a simple log and refer Service Desk to a fully dedicated resolving desk supporting high first time fix rates. Our centres across the globe provides support in up to 34 different languages, handling in the region of 1 million contacts per month. From the UK Capgemini currently provide services supporting up to and including IL3 level data meeting a number of bespoke service requirements from both public and private sector customers. The full capability is covered in section 4 below. This document describes and provides pricing for the Log and Refer Service Desk offering, but other services can be provided upon request. Capgemini s ITIL v3 compliant IL0 Log and Refer Service Desk solution is a shared (i.e mutualised) resource desk designed for Customers typically generating a low number of contacts. It is designed to be a cost effective solution delivered from an experienced shared team. Service mutualisation is a way Capgemini can optimise the use of resources, desk space and staff. Mutualised services or Shared Service Desks represent a great opportunity for Customers who generate small call volumes to have an ITILv3 compliant, high quality Service Desk with significantly lower costs. It also allows Capgemini to cover more hours efficiently and with maximized utilisation of our resources. Capgemini will provide a 24x7 English language Single Point of Contact (SPOC) Service Desk for all contacts presented to the Service Desk for accurate information recording and onward referral to specialist resolving teams. A contact would be a telephone Call and/or to the Service Desk. A telephone number will be provided for accessing the Service Desk; this number can be configured as an internal or external number based on the Customer s requirements and preference. If an internal number is required, Capgemini will provide an access number to the Service Desk for that to be routed to. For UK Customers, the external number will be a UK landline number routed to an offshore delivery centre. Once the number is dialled the user will be routed to the Service Desk and will receive an Interactive Voice Response (IVR) for greeting users and will be provided with the option to hear information on current outages and known problems. Any IVR messaging will be agreed with the Customer and will be kept to the minimum in terms of options and duration. It is essential that users are able to speak to an analyst as quickly as possible, when they need to, and Capgemini helps to provision this during the design of the IVR. Key Activities & Processes: Key Activity Receive contact from Customer Respond to contact Process Contact from Customer arrives at the Service Desk through telephone, structured , or unstructured . The Service Desk responds to the contact either through voice or . Response is measured against service level resolution targets. Page 3

4 Key Activity Ascertain type of contact Process The Service Desk determines if the contact is an Incident or request for information (query). The Service Desk staff accurately record, classify and categorise the details of the contact within Capgemini s Service Management tool to create an Incident. Prioritise contact Route contact The Service Desk use Incident/Service Request templates to determine correct prioritisation of the Incident based on impact and urgency as agreed within the Customer contract. For the majority of contacts, the Service Desk route the Incident to the appropriate resolving group for resolution Typically, between 1%- 15% of contacts may be resolved at the Service Desk itself by responding to end user queries. Escalation The purpose of Escalation is to ensure that the appropriate person is responsible for the timely resolution of an Incident. Escalation takes place to ensure that Incidents receive the correct level of focus and visibility to facilitate closure. Service Desk staff will initiate escalation procedures for a number of reasons including: Escalations invoked by the Customer - review of the circumstances leading to the Customer dissatisfaction. When an Incident is at risk' or has breached its service level agreement ( SLA ), When an Incident has been re-assigned multiple times and lacks ownership. Service Level Agreements for a Log and Refer Service Desk*: Measure Description Target Reporting Frequency Grade of Service Percentage of telephone calls to the Service Desk answered within target 80% in 20 seconds Monthly contact logging Amount of time it takes for an end user to be logged as a Ticket (notification of Ticket reference number is sent to the end user) 80% in 4 hours Monthly Abandoned calls Percentage of calls abandoned whilst in the service desk queue. <5% Monthly Capgemini s Standard Service Desk toolset is outlined below. The configuration of these toolsets can differ depending on the scope of the Customer requirements and agreement with Capgemini. The provision of the tools have therefore been excluded from the Unit pricing. Page 4

5 Service Desk Function Ticketing Reporting Telephony Knowledge Management Capgemini s Standard Toolset BMC Remedy on Demand, GRS Digital Fuel Siemens OpenScape Voice BMC Remedy Knowledge Management 2 Why Capgemini? One of the important features of Capgemini s Global Service Desk offering is our extensive experience and credentials in this space. Key facts on Capgemini s Service Desk capability (as at 31st July 2013): 3600 Service Desk agents Worldwide 407 customers 34 Languages supported 20 Service Desk locations in 13 countries The Capgemini Service Desk offers the following features; Industry Leading, Best-of-Breed Toolsets Longevity of relationship with technology partners Technical experience Ability to shape products to ensure fit-for-purpose Standards compliant Cross-Business Functionality IT Service Desk Intermediary Service Dealership Network Field Service Engineer Despatch Collaborative Approach with a Business Focus Business-driven service level agreements Targeted Incident Prioritisation based on business needs Page 5

6 One Component of a Comprehensive Service Management Portfolio Deep ITIL knowledge Experience in integration and multi-sourcing Capgemini expects that we use the best products in the market place, but what is important here is the longevity of the relationship we have with the suppliers of many of these products. (For example, we have been users of Service Management tools for more than 10 years and over that time, we have worked closely with our supplier to ensure that their technical excellence and our strength in process and service management combine to form an offering that is absolutely fit for our purpose: providing an ITIL compliant, resilient and comprehensive service that we can measure and deliver meaningful business metrics.) We ve seen the cross business functionality that Global Service Desk can deliver from Change Management to Procurement, from Field Engineer to HR departments. This constitutes a key component of the Capgemini Global Service Desk offering demonstrating the flexibility and adaptability of the proposition. Another key aspect of the Global Service Desk offering is the collaborative business approach. We work with the Customer business to define service desk metrics that are meaningful to the business objectives often establishing a service desk steering committee consisting of both Customer and Capgemini representatives to ensure that such a business focus is maintained. A good example of this is Targeted Incident Prioritisation. Not every user requires priority response all of the time. Many businesses pay for a single service level across the user base when, in fact, only a sub-section of the users may require critical response and perhaps only at certain times of the day, week or year. Capgemini s Global Service Desk provides appropriately costed service tiers. Finally, when we talk about our Capgemini value proposition to a Customer, it is important to note that Global Service Desk is one component of an integrate-able product portfolio that reaches across our service management and outsourcing portfolio. So Capgemini s IT and business experience enables us to deliver locally or remotely a high quality and highly efficient service. 3 The Capgemini Proposition Capgemini can provide resolving service desks with an emphasis on high first time fix or log and refer service desks where the majority of resolution activity takes place within 2 nd and 3 rd line specialist resolving teams. Capgemini s Rightshore Service Desks are designed and built based upon the adoption of standard global processes. Their initial construction is developed by central teams and then verified and optimised by the local Rightshore centres in line with specific Customer requirements. Core elements of the desks operations are identical, no matter where they are located. Standard interfaces into ITIL based Service Management support teams are used Capgemini s standard and globally implemented tool environment for Telephony, Ticketing and Remote Support capabilities Page 6

7 The methodology in terms of how Tickets are created and passed between teams is all based on a single model, not per customer or per site. 3.1 Approach 1. Transition For Log and Refer Service Desk in a Multi-client environment, the transition is expected to take place within the 2 months before service take on. However, as the needs and preferences of Customers can differ, Capgemini expects to discuss individual Customer needs prior to proposing a transition price and timeline. A standard Capgemini plan puts the activities required for each stream into a logical and sensible order. The length of each phase varies depending on the complexity involved and specific stream requirements. At all stages Capgemini will apply its DELIVER methodologies (aligned to Prince 2 methodology) which will support the ability to identify, control and minimise risks. The Transition Plan will apply the following principles: Capgemini s Transition Manager will manage the transition of the service. Close co-operation with incumbents and the Customer to ensure a professional, smooth, efficient transfer of responsibilities; Ensuring all individuals are absolutely clear on their roles, responsibilities and accountabilities during transition. Each major transition activity will commence with an initial risk assessment and a review of security and business continuity. It will also include development of acceptance criteria and fallback plans, both to be agreed with the Customer. Each activity will include provider and user testing and will only proceed after a Go decision involving all relevant parties. Activities will be signed off to agreed acceptance criteria and each phase will be followed by a post transition review to ensure that lessons are learned and used to inform subsequent transition activities. The planning stage will identify the key tasks to be performed, and their interdependencies. Capgemini will also work with the Customer to understand the business priorities and the risks which would help us determine the optimum sequence for the transition. For a Capgemini Service Desk transition the following activities are undertaken: Set-up project organisation Conduct due-diligence, inventory knowledge Recruit teams multiphase recruitment Prepare infrastructure, tools Train teams Support options for GO-LIVE GO-LIVE Page 7

8 2. RUN The Capgemini Service Desk solution is a single point of contact IT support function for incidents addressing issues across the predefined scope of work in a Log & Refer mode. The end users will be able to contact Service Desk through telephone and 24x7 including UK bank holidays. The Service Desk will be responsible for handling telephone and contacts within its scope of work and categorising reported Incidents and routing all Incidents to the appropriate resolving groups. The activities performed on the Service Desk are: Contact Handling to provide a Single Point of Contact for all contacts presented to the Service Desk. Contact encompasses Call, , or other approved mechanism to contact the Service Desk. Incident Coordination To facilitate restoration of normal service operations in the event of an unplanned interruption to a service or in the reduction in quality of a service, thereby helping to minimizing the adverse impact of the service interruption on the business. Management of the Knowledge Lifecycle activities associated with the progression of the knowledge solution through its lifecycle of capture, creation, validation and publication and ongoing maintenance. Governance The key roles below will provide appropriate governance for the Service Desk; Service Delivery Manager - The Onshore Service Delivery Manager (SDM) has overall accountability for the delivery of the agreed IT service by Capgemini. Acts as the single point of contact for the Customer and interfaces with the operations managers for day to day service. Responsible to for delivery of SLAs and act as a point of contact for service escalations from the Customer. Operations Manager - The Operations Manager is responsible for ensuring that appropriately skilled and trained resources are available and that they are working in accordance with agreed internal and Customer procedures. The overall objective of the Operations Manager is to manage the project effectively in such a way that the services supplied to the Customer satisfy the requirements of the Service Delivery Account Team and meet contractual commitments, whilst developing the capability of the centre as a whole. Team Leader - Leads their tier team to levels of service that meet or exceed service targets/aspirations. Develop, manage and maintain effective working relationships with all service contacts. Provide a well structured and professional working environment in which the team are service focused, motivated and feel encouraged to take on new challenges and improve their skills. Team Leader needs to effectively manage and motivate the team of IT specialists of the Service Desk. Page 8

9 For illustrative purposes only, the diagram below presents the Ticket flow in an end to end mode and defines the area of Log & Refer Service Desk s scope of work. 4 Benefits Capgemini s approach offers the opportunity to realize the following potential benefits; Enhanced IT flexibility and responsiveness - ensuring appropriate number of staff providing the service to the Customer, considering peak hours and seasons. Reduced operating costs utilisation of shared model of Service Desk Decreased risk, improve governance and compliance Simple and easy set up. Capgemini has strength and reputation in the market place as a collaborative and flexible partner. In particular, in relation to our Global Service Desk: We enable exceptional control and management reporting, helping to ensure business leaders have the right information when they need it. We bring together an exceptional blend of industry-leading technology, skilled people and tried and tested standards and processes. We have the ability to innovate and put such innovation into practice. Page 9

10 We offer a full, end-to-end, integrated portfolio providing the capability not just to consult, assess and recommend but to execute against those recommendations. Capgemini is one of the few companies that can offer true end-to-end support to the business from consultancy to managed IT and business process services. 4.1 Summary of Proposition Capgemini s dedicated Service Desk offer is a multi-channel (telephone, , chat, web etc.) single point of contact IT support function for application, desktop, networks, connectivity, and security issues. This is achieved through a single logical Service Desk operation providing global coverage and operating on a 24 x 7 basis. Capgemini can support multiple languages, contact channels and using best in class (ITIL compliant) processes and supporting technology. The Service Desk utilises an innovative service model to maximise the number of contacts that can be resolved at the Service Desk, thus minimising the number of issues being escalated to the onsite support teams. 5 Pricing The pricing below reflects the unit pricing for different volumes of Log and Refer contacts. Depending on the volume consumed per month, the relevant rate per contact will apply India Delivery Band A Band B Band C No of contacts per month Unit Price Poland Delivery Band A Band B Band C No of contacts per month Unit Price The minimum order value is for 401 contacts per month. The Log and Refer Service Desk as described in this document is just one the many Service Desk Services that Capgemini offer, other services can include the following functions: Page 10

11 High First time rates Core Hour Services only Alternative contact methods, e.g., web chat Multi-lingual Services Remote Take over capability Dedicated resources Capgemini would be happy to offer pricing for these functions upon request. As each set of Service Desk services are bespoke to each Customer, there is no standard Service Desk transition cost. Instead, Capgemini expects to discuss individual Customer needs prior to proposing a solution designed to meet the specific needs of that Customer. The minimum elapsed time to establish a Service Desk function is 40 business days from the point of order. Excluding, the loading of client related historic call data. 6 Rightshore The cornerstone of Capgemini s methodology is Rightshore Delivery, applying the right specific mix of local and international sourcing, to offer the lowest costs with the best capabilities. Our Rightshore model leverages a global network of Delivery Centres and Support Centres to provide the right balance of cost reduction, responsiveness and quality. The Log and Refer Service Desk offering is based on an offshore delivery model. Onshore solutions can also be offered priced upon request. For illustrative purposes only, the figure below is a diagrammatic representation showing the components of Capgemini s Rightshore delivery. Page 11

12 6.1 Capgemini s capabilities Additional service offerings Capgemini uses highly skilled resources to manage our Service Desk Operations. Using our Rightshore delivery model in tandem with the ITIL-aligned Service Management functions, this allows for comprehensive management of the Customer s service. All of our Service Desk colleagues manage the operation using their skills and experience from working in our Delivery Centres where there is a high level of focus on quality and excellence. For illustrative purposes only, the diagram below shows how the service components for Service Desk Operations are positioned within Capgemini s Global OS Portfolio of services. Service Desk Operations provides a single point of contact for the handling of incidents, problems, changes, service requests and enquiries. Figure 1: Service Desk Portfolio Page 12

13 7 Information Assurance Capgemini has worked with many clients with stringent information assurance requirements and we can provide services cleared to Impact Level 3 and above. Capgemini personnel can be cleared to SC and DV level as required. 8 Ordering & Invoicing Process Ordering: Since the Service Desk services are bespoke to each Customer, reflecting their business drivers, IT landscape and outsourcing maturity, there is no standard service to offer. The Log and Refer pricing is an example of one of type of services that Capgemini can offer. Capgemini expects to discuss individual Customer needs prior to proposing any differing solution to meet the specific needs of that Customer, based on a standard proven approach. Once the parties have agreed a solution and pricing, the Order Form can be completed. Invoicing: Capgemini will invoice monthly to the Invoice Address given in the Order Form. Capgemini will raise invoices at the end of each calendar month, reflecting Services delivered during that month, based on time and materials consumed in the month. Where the parties agree a fixed price for a defined scope of work, the invoicing arrangements shall be documented in the relevant Order Form. 9 Termination Terms Clause 9 of the Projects and Consulting General Terms of Business under the Framework Agreement for G-Cloud Services 4, reference RM1557iv shall apply. 10 References Capgemini currently delivers Service Desk services to a number of local and central Government departments that are supported at IL0. 11 Trial Service There is no free trial service available for this offer. Page 13

14 12 Further Information For further information on our Service Desk services, please contact: 13 Additional Information Service Management Centre: In addition to the Service Desk we can propose to our Customers the Service Management Centre solution. Processes managed by Capgemini are fully ITIL aligned and delivered from our Centre of Excellence. The shared Service Management team through its vast experience is offering the highest quality of service delivered. The following information is provided for the avoidance of doubt: the Impact Level (IL) at which the G-Cloud Service is accredited to hold and process information; which department granted this accreditation or pan-government accreditation; the G-Cloud Service is not currently accredited early state and also indicate the target Impact Level (IL) at which you believe the G-Cloud Service is able to hold and process information; whether you hold a suitably scoped ISO27001 certificate for this G-Cloud Service; If this G-Cloud Service is not eligible for accreditation (i.e. IL0 services and most Lot 4 Specialist cloud services that do not include infrastructure, platform, or software) then indicate the Impact Level (IL) for information which you believe the G-Cloud Service may be used to process that information; On-boarding and Off-boarding processes/scope etc; Pricing (including unit prices, volume discounts (if any), data extraction etc.); Up to IL3 (IL0 is presented in this document) Not applicable; Not applicable; Capgemini holds a valid ISO27001 certificate covering our data centres and some secure offices. Please see supporting documentation; Please see above; Not applicable; Please see above; Page 14

15 Service management details; Service constraints (e.g. maintenance windows, level of customisation permitted, schedule for deprecation of functionality/features etc.); (extraction etc.); Service Levels (e.g. performance, availability, support hours, severity definitions etc.); Financial recompense model for not meeting service levels; Training; Ordering and invoicing process; Termination terms; Data restoration / service migration; Consumer responsibilities; Please refer to section 3.1 above Where applicable, Capgemini would expect to discuss any Service Constraints with the Customer on an individual basis prior to purchase; Where applicable, Capgemini would expect to discuss any Service Levels required with the Customer on an individual basis prior to purchase; Where applicable, Capgemini would expect to discuss any Financial Recompense Models required with the Customer on an individual basis prior to purchase; Training is provided only where this is offered as a discrete service; Please see above; Please see above; Not applicable Where applicable, Capgemini would expect to discuss any Consumer Responsibilities with the Customer on an individual basis prior to purchase; Page 15

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