Advisory Consulting. Maintain and support critical business applications with Managed Services

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1 Advisory Consulting Maintain and support critical business applications with Managed Services

2 PricewaterhouseCoopers Managed Services solutions are tailored to the specific needs of business and government agencies. Our solutions provide a flexible, strategic and collaborative approach to managing your critical systems and processes, bridging the gap between do it yourself and sign away your business. Our approach helps you: lower operational costs improve productivity reduce risk retain control of your business processes

3 Managed Services solutions For years, companies have outsourced business and IT functions to reduce costs and improve operational efficiencies. While many of these arrangements helped organizations achieve their initial goals, these same organizations have ever-changing business needs. A critical lesson learned during outsourcing s first wave was that these arrangements often prevented organizations from keeping pace. At PricewaterhouseCoopers, we take a flexible, strategic approach to our outsourcing services. We work collaboratively with you to create an outsourcing arrangement tailored to the specific needs of your organization. Our experienced professionals play a proactive, objective advisory role to help you adapt your complex applications to support new strategic initiatives and enterprise transformations. Figure 1: Application Managed Services solutions Application Management Services Service desk (business/technical) Additional support services Level 1 support Ticket management Basic resolution Level 2 support Application specific Level 3 support Vendor coordination 24 x 7 SLA s Monitoring Upgrades Contract management Hosting Enhancements Interface support Integration Security On-shore and off-shore delivery 1

4 Customized solutions Depending on your needs, we can offer an end-toend solution that includes defining business processes and requirements, application development, functional support, and ongoing operations and service desk support. With our optional hosting services, we also provide integrated database, operating system, hardware and network management solutions. Our solutions can help you achieve a faster return on investment, lower operating costs, reduce risk, address talent shortages and improve your business focus. PricewaterhouseCoopers Managed Services solutions are flexible and customized to address your company s specific objectives. They are also designed for fast, accurate and successful implementation. PwC s Managed Services solutions are a powerful option for organizations seeking to manage their operational costs better and achieve performance goals that will help sustain longterm growth. Our solutions can help you: Lower operational expenditures and improve productivity. Our technological skills and experience managing complex applications help you save time and money on procuring equipment, building and retaining staff. Achieve more predictable maintenance and support. Reduce surprises by leveraging our skilled resources and knowledge of leadingedge practices, including Capability Maturity Model Integration (CMMI) and Information Technology Infrastructure Library (ITIL ). Sharpen your focus. Concentrate on customers and on the services or solutions that create your competitive advantage. Align IT investments with business priorities. Integrate IT and corporate strategies with solutions tailored to your business objectives. Improve efficiency of internal staff. Allow your employees to concentrate on executing strategic tasks rather than fulfilling routine functions. Reduce risk. React quickly to IT labor shortages, increased application complexity and the rapid pace of business change. Achieve rapid return on investment. Rely on our leading-edge resources and infrastructure to accelerate application deployment and reduce your time to benefit. 2

5 A large automaker realized a 40 percent reduction in failed back-end jobs and a 50 percent reduction in support incidents two months after PricewaterhouseCoopers re-engineered the company s maintenance code and streamlined security processes. Because we re both management and technology consultants, we don t just keep your applications up and running. We also help you get the most out of them.

6 Figure 2: Flexible solutions meet your needs Business processes, data Requirements Business IP Service management Service desk Incident Problem Service level Change/release Availability Business owner Application support Technical configuration Troubleshooting Break-fix Application security Application development Requirements Analysis Specifications Design Programming Testing Application operations Interfaces Batch processing Monitoring Infrastructure Patches Managed Services Database management DB administration & tuning Extension management Imports/exports Monitoring Operating system management Backup and recovery Updates Incident and change management Performance Connectivity Hardware management Hardware support Incident management Storage management Network management (LAN/WAN) Network configuration Fault isolation & resolution Resource & capacity Analysis Monitoring Data center 4

7 Managed Services Our Managed Services solutions include: Outsourcing strategy services PricewaterhouseCoopers can provide a road map to help your enterprise strengthen its sourcing strategy and approach to improve business performance and operational efficiencies. Our global sourcing advisory solution identifies non-core business processes that can be run as outsourced services either by third-party providers or through the creation of new in-house distributed delivery capabilities. By leveraging our experience in business process analysis and management, we can provide customers with actionable global sourcing strategies and develop implementation programs that help customers realize rapid and tangible financial benefits. Our teams identify areas for potential cost reduction, efficiency gains and reallocation of personnel, helping you achieve higher levels of service. 5

8 Application management Our strategic applications management solutions are a natural extension of PricewaterhouseCoopers systems integration capabilities for both packaged and custom applications. Our applications management professionals work closely with our implementation and integration experts. Together, they help you support business process changes and create a framework to deliver even the most complex applications predictably and consistently. These include core enterprise applications such as SAP and Oracle (PeopleSoft, Siebel and Hyperion). Unique systems and modules such as Identity Management and Governance, Risk and Compliance (GRC) and legacy or custom-developed applications and industry-based point solutions. Our highly experienced team draws upon more than 3,000 enterprise software implementations and 700 infrastructure engagements firmwide. Whether you want to expand capacity or control expenditures, our applications management solutions can help you: Leverage the right resources at the right time for sustainable application performance. Eliminate the need to recruit and retain personnel outside of your core competency. Accelerate the transition to an effective IT framework for ongoing service delivery. Lower the total cost of ownership of enterprise applications 6

9 PwC s Managed Services solutions are designed to leverage the benefits of our strategy, process and IT services. Infrastructure management PricewaterhouseCoopers infrastructure management solutions, integrated with our applications management, help you develop an overall enterprise blueprint to improve business performance and operational efficiencies. We work with leading managed hosting companies or your internal IT organization to deliver valuable solutions and help your enterprise operate more efficiently. In strategy sessions, our industry- and solution-focused teams work with you to develop a flexible, tailored and complementary approach to data center management and nextgeneration infrastructure solutions, such as cloud and grid computing. Our teams help identify areas for potential cost reduction, efficiency gains and reallocation of personnel, helping you achieve higher levels of service. By combining Class A hosting facilities, industry certifications and operational experience with PricewaterhouseCoopers applications management services, we truly deliver end-to-end solutions to our clients. In defining a clear road map, addressing appropriate aspects of operations management, and identifying and controlling risk elements, we can help you achieve long-term value from your enterprise applications. Leveraging insights and experience PricewaterhouseCoopers Managed Services solutions are designed to leverage the benefits of our strategy, process and IT services. Our flexible delivery model helps you develop an outsourcing arrangement tailored to your organization s specific needs. Our strategic, collaborative approach to outsourcing allows you to keep your critical IT systems running efficiently and cost-effectively. It also helps you align your mission-critical applications with your organization s evolving business needs. 7

10 Helping our clients get sustainable, measurable results PricewaterhouseCoopers provides industry-focused assurance, tax and advisory services to build public trust and enhance value for our clients and their stakeholders. More than 163,000 people in 151 countries across our network share their thinking, experience and solutions to develop fresh perspectives and practical advice. To have a deeper conversation about how managed services may affect your business, please contact: Brian Snarzyk (703)

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12 pwc.com 2009 PricewaterhouseCoopers LLP. All rights reserved. PricewaterhouseCoopers refers to PricewaterhouseCoopers LLP (a Delaware limited liability partnership) or, as the context requires, the PricewaterhouseCoopers global network or other member firms of the network, each of which is a separate and independent legal entity. *connectedthinking is trademark of PricewaterhouseCoopers LLP (US). PH TMB

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