Delivering peace of mind in outsourcing

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1 > Delivering peace of mind in outsourcing How to increase enterprise performance when outsourcing mission critical systems

2 AND >> PERFORMANCE OUTSOURCING OF MISSION CRITICAL SYSTEMS ENSURING BUSINESS CONTINUITY SUPPORTING BUSINESS EVOLUTION ACCELERATING BUSINESS TRANSFORMATION Business processes need to be transformed to give the organisation the agility to quickly respond to new market conditions, while combining flexibility with stability, reliability and repeatability. Increasingly, organisations are concentrating on their core competence, which typically also means focusing on delivering critical business processes. However, not all mission critical processes - and information technology (IT) systems - are core to the organisation. Still these mission critical systems require a strong and customised service, because: a failure has immediate effect on revenue, safety depends on the system, client satisfaction demands availability and responsiveness, the system is mandatory to comply with legal regulations, the organisation stops without the system. Thales is a Mission Critical Outsourcing specialist, and will: manage and mitigate risks optimise costs transform and improve systems and processes The business impact of an improvement in mission critical processes will deliver much greater value than simply outsourcing back-office functions and even more focus on core competence can be achieved. In addition, selectively outsourcing systems will be a very effective risk management strategy for your organisation. Successful mission critical outsourcing puts additional emphasis on meeting the requirements of the business exactly, both now and for the future, whilst optimising the total cost of ownership. >> YOU CAN RELY ON US The Thales mission critical outsourcing capability is a result of more than 30 years of experience in some of the most demanding situations. When outsourcing mission critical information systems, it is essential to find the right partner, and take into consideration security, project management, risk management and cost reduction requirements. The right partner understands the business processes that depend upon IT, and their importance to the operation. The right partner believes that the customer s business determines the service - and not the service provider s standard service levels. Thales is the right partner because: A strategy for managing mission critical systems is essential to maintain an organisation s competitiveness. 2 Thales develops the people involved in delivering the service, to ensure the effectiveness of current and future services, Thales provides a proven stable, reliable and secure IT service, Thales uses a unique methodology to ensure the smooth transition to an effective and dependable service. At Thales, we will work closely with you to develop an individual transition and transformation strategy and agree service levels focused on your business. By managing risks, and by delivering a service aligned to the exact needs of the organisation, Thales will ensure business continuity, and support business evolution, providing both security and flexibility. Risks are assessed and mitigation strategies developed. We develop a pragmatic transition plan and agree a transformation strategy. Continuous service and evolution management ensure a continuous alignment with the real business requirements. A methodology - critical to deliver success Thales has built a methodology tailored specially for mission critical systems that combines flexibility with industrialised process: Based on the precise understanding of the customer s business requirements, we define specialised Service Level Agreements (SLA), and meaningful Key Performance Indicators (KPI). This approach, combined with all the knowledge and experience of the Thales Group, means that Thales is a unique partner for the management and support of mission critical systems in the most demanding sectors. 3

3 : A LEADING SERVICE PROVIDER >> THALES FOR YOUR SECURITY Secure outsourcing with industrial strength IT is at the heart of everything we do, and many Thales products and services are based upon mission critical IT systems. In addition, Thales is recognised for managing and delivering large and complex industrial and defence projects and programmes. Throughout the Thales Group we manage a complex scenario of systems with different service level requirements in mutualised environments. Our company-wide process reference model backs-up that commitment. It brings a pragmatic, cost-efficient and customer-oriented implementation of processes in line with internationally recognized standards, like CMMI (1) or ITIL (2), as well as compliance to industry specific regulation, for example in the aviation or banking industry. Securing your business with a secured IT system As a recognized provider of security technology to the most demanding industries, Thales ensures the highest level of security. We ensure the security of buildings, networks and data, and also with reliability of our customers mission critical systems through redundant infrastructure, stand-by systems and disaster recovery plans. THALES GROUP: A global leader in mission critical solutions and services Thales is a leading international electronics and systems group, addressing defence, aerospace and security markets worldwide. Thales s leading-edge technology is supported by 22,000 R&D engineers who offer a capability unmatched in Europe to develop and deploy field-proven mission-critical information systems. The group builds its growth on its unique multi-domestic strategy based on trusted partnerships with national customers and market players, while leveraging its global expertise to support local technology and industrial development. Thales employs 68,000 people in 50 countries with forecast 2007 revenues in excess of 12 billion. Thales offers end-to-end solutions for consulting, integration and outsourcing, targeting industries such as; transport, industry, energy, finance, civil administration and defence. >> SOLUTIONS FOR MORE FLEXIBILITY Thales provides a full range of outsourcing services, from IT to business process outsourcing, including even your most mission critical systems. Innovation, reliability, security and modularity, is available through our international network, 24/7. Application Maintenance and Support Application Portfolio Management We implement techniques to identify and repair most problems even before they become visible to the business customer. This concept of proactive maintenance increases enduser satisfaction through more stable applications, and through enhanced and optimised functionality. The reduction of the total maintenance effort frees resources for value generating enhancements. The Thales application intelligence methodology ensures that the right applications are available for future business. This assessment determines for each application the technical condition and business value. Depending on the results, we suggest optimised progression paths for each application of course always considering the need for stability and the cost of change. Global Application Development Our international, industrial network of development centres allows for cost effective enhancements. We have management centres focused on standard software (SAP, Oracle, PLM) as well as for various bespoke technologies. Why choose Thales? For our ability to manage large and complex programme For our risk management methodology For our consultants with in-depth industry sector business knowledge For our Industry-leading security technologies For our configurable transformation methodology For our In-Shore and Off-Shore development capabilities, a guarantee of quality and transparency Thales data centres are highly secured and compliant with military standards: Access control & staff accreditation Video & Radar surveillance Facility automation system alerts High security level for data and networks 1 Capibility Maturity Model Integration - Allows the measurement of the maturity level of the company in the improvement of the software process in terms of quality, reliability and productivity. 2 Information Technology Library Infrastructure - Measures the quality of services on 3 topics: frequency, duration and impact of unavailability of the system. 4 5

4 YOUR INFRASTRUCTURE >> IMPROVING THROUGH INDUSTRIALISATION YOUR >> SUPPORTING TRANSFORMATION Thales is your long-term partner Outsourcing decisions are not only driven by the capability to deliver today s services, but also by the confidence in the partner s pro-active approach to future requirements. Business Process Outsourcing (BPO) THALES and the environment Thales ensures end-to-end security of the total IT system, as well as part of the full service provided to the end-user. Security, availability and performance depend on the underlying servers and networks, as much as on the application itself. Thales infrastructure management is based on our in-depth operational experience and industry-recognized methodologies (ITIL, CMMI, etc). These common standards across a single organisation allow Thales to provide the same high level of service, wherever it generates the highest value : at customer sites, at local Thales data centres, or in our own offshore centres (Thales In-Shore centres). 6 We organise and scale our infrastructure services to our customers exact business needs. Hosting and Operation Supervision and administration Customer sites and/or Thales data centres Operation across multi-site, multi-operating system environments Network Services Complete voice and data network management Secure environment Service Desk High level of fix on first call Multi-language and multiexpertise support The Thales Group has implemented an environmental management and protection system driven by three basic commitments: To preserve the natural environment by limiting and controlling the use of natural resources and the environmental impact of its facilities and activities. To attenuate and control environmental health risks to residents and employees caused by chemical, biological or physical pollution. To meet current legal standards and anticipate future requirements by implementing appropriate monitoring tools and taking part in working groups on regulatory developments, as part of the company s proactive approach to environmental responsibility. Business value can be significantly increased, by outsourcing business processes that are directly linked with mission critical systems. The outsourcing partner can be responsible for running a part of the customer s operation, instead of only ensuring the functionality of a supporting IT system. As well as a further opportunity for your organisation to focus on its core competence, this approach can offer benefits from transforming IT to making the associated processes more efficient and cost-effective. Thales has proved its capability to manage operational business processes in a variety of BPO contracts, from transportation through to manufacturing. Fostering innovation Innovation is one of the key factors of success for Thales. The Group invests permanently in the research and development of ultramodern technologies, in particular in open architectures and technologies for modelling and simulation. This is the reason why Thales is very well positioned to anticipate the evolution of information systems of its customers. Thales operates its own European research centre, "ThereSIS", focused on secure information systems and new technologies. Capitalising on People The strength and motivation of teams and individuals are often determined by the effectiveness of the upstream human resources processes in the outsourcing transition. Our human resources policy is designed to focus on the improvement of team performance and the professional development of individuals. From IT outsourcing to BPO, Thales delivers utmost peace of mind in outsourcing 7

5 Thales Security Solutions & Services Mission Critical Outsourcing Services 11/07-www.comama

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