MANAGED SERVICES FROM CIBER. Managing your Microsoft applications need not be a balancing act

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1 MANAGED SERVICES FROM CIBER Managing your Microsoft applications need not be a balancing act

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3 MANAGED SERVICES FROM CIBER 01 Take away the headache 02 What our customers say 03 Key features 04 Key customer scenarios 05 About Ciber Do your Microsoft support partners give you the right quality of service? Are their skills up to date? Do they cover all the products you use? Can they support you into the future? Are your own IT staff overstretched?

4 MANAGED SERVICES FROM CIBER 01 Take away the headache Let Ciber Managed Services take the headache away As your IT landscape becomes ever more complex it puts greater pressure on you to ensure that you remain up to date, compliant, available and secure, whilst delivering a consistent operational performance to all members of staff. Ciber Managed Services provides a range of support services for users of Microsoft technology including outsourcing, hosting, and cloud based computing options, to help customers lower costs and reduce risk whilst improving flexibility and scalability. 02 What our customers say I have been very impressed with your customer focus Chief Technology Officer, Leading UK security business Ciber were just as passionate as our own staff about creating the best solution they could. They never let us down Former Business Transformation Manager, NSPCC Ciber support desk has been great and many of our questions, including ones that our previous supplier couldn t answer, were answered on the spot Associate Information Systems Director, Broxap 03 Key features One single support operation for ALL of your Microsoft products Expertise in all key applications including Dynamics CRM, Dynamics AX and SharePoint and server products including BizTalk, SQL Server, Exchange and Windows Support for standard application and server products Support for customisations, custom developments, and custom integrations Single services contract for other third party applications and technologies including SAP, Oracle, Custom or Legacy systems A proven Transition process that enables us to take on board solutions implemented or developed by third parties or by the customer Flexible Service Level Agreements to suit your organisation s needs 24/7 support for your mission critical systems Multi-lingual support for your worldwide operations Help Desk and Service Delivery Management based upon ITIL V3 standards Dedicated support teams, independent from the implementation team Continuous business improvement with strategic guidance and consultancy for optimising your use of Microsoft products including feasibility, business case preparation and upgrade planning

5 04 Key Customer Scenarios Security Business Security business seeks 24/7 service on its mission critical CRM application A leading UK security company chose Ciber to on-board and provide support services for a major Dynamics CRM application that was critical to their own delivery of security services on behalf of the UK government. The application had originally been under development by another partner but, with that partner announcing their withdrawal from the Dynamics CRM market, and the customer approaching their go-live, Ciber stepped in to complete the project and provide a package of support services for the mission critical application. Software Supported Custom Support Additional Services Dynamics CRM Customisations and Custom Development 24 x 7 Priority 1 Cover Ciber used its proven transition process to on-board, transition and handover the highly customised system to its dedicated UK support team. The go-live process was supported by on-site floor walking from the Ciber services teams, assisting staff and troubleshooting any issues. The Dynamics CRM 2011 application, successfully, went live in December 2011 and Ciber is now providing a full customer help desk service including 24/7 support for Priority 1 calls for the 200 user system. Ciber is also working with the customer to provide guidance and advice upon the future development of their Microsoft system landscape.

6 04 Key Customer Scenarios Medical Service Provider Managing a complex Dynamics CRM, SharePoint and Integration landscape for a medical services provider Ciber was enlisted to implement a solution to deliver major process improvements in client appointment administration and case management for one of the foremost providers of medical reporting and screening services in the UK. The company arranges appointments for claimants to be examined by medical experts and produces hundreds of thousands of reports for their customers who are mainly medical insurance companies and solicitors. The solution is built upon Dynamics CRM and SharePoint and comprises significant customisation, development and integration. These include an automated client/expert appointment matching engine, extensive use of workflows to support the case management process, integration to the company s document management system, KnowledgeLake, and to their document packaging system, Neopost, enabling the automated printing and packing of letters. Ciber provides a full range of services to support the day to day running of this complex environment including system monitoring and management services which are carried out remotely via the cloud from Ciber s own data centre to the systems housed in the customer s own data centre. Software Supported Custom Support Monitoring & Management Additional Services Dynamics AX, SQL Server Customisations and Custom Development Customisations monitoring 24 x 7 Priority 1 Cover

7 04 Key Customer Scenarios Major Children s Charity Supporting multiple customised Microsoft applications at a major children s charity Ciber s first project at the NSPCC, the charity supporting children and young adults, was a major development built on Microsoft SharePoint and combined the launch of the new interactive ChildLine web site with a unique, interactive experience for children seeking advice and counselling, the provision of an integrated communication suite unifying the multiple communication channels of telephony, text, chat and and an intranet portal to support volunteer counsellors with all case management data via a single browser interface. We followed that success with another large project, using Dynamics CRM, to build a case recording and management solution to support their Services for Families and Children, which will ultimately be used by over 700 personnel. Software Supported Custom Support Monitoring & Management Additional Services Dynamics CRM, Sharepoint, SQL Server Customisations and Custom Development Dynamics CRM, SharePoint, SQL Server, Customisations monitoring, Database Management 24 x 7 Priority 1 Cover Ciber provides a full 24x7 support service from its UK customer services operation to ensure the availability of these mission critical business applications. The ChildLine web site has over 100,000 registered users, attracts up to 130,000 unique visitors per month and handles up to 5,000 chats per month, and the customer support service is essential to ensure its availability for all of these users. The 24x7 coverage is also important as the busiest time for ChildLine service is into the late evening between 8-11pm.

8 04 Key Customer Scenarios UK Based Manufacturer Driving the development of a Dynamics AX ERP solution at fast growing manufacturer Broxap, a UK based manufacturer and supplier of street furniture, shelters, seating and cloakroom furniture, had implemented Dynamics AX ERP with another partner but was experiencing difficulties with the use of key system functionality. Ciber was invited in to audit how the system was being used and make recommendations for its improvement and optimisation. As a result, Ciber transitioned the support of the system into its Managed Services team and took over the development of the Microsoft Dynamics AX solution. Ciber now provides Broxap with a full help desk and customer support service, together with consulting services to support continuous business improvement. This has given Broxap an effective business management platform with full ERP functionality across finance, distribution, and manufacturing, including extensive use of the Product Builder in Microsoft Dynamics AX to support variant product configurations. The platform has allowed them to grow rapidly, both organically and through acquisition, with over 100 users now supported. Ciber Managed Services is also providing support for a Sage ERP solution used in one of its acquired divisions. Software Supported Custom Support Monitoring & Management Additional Services Dynamics AX, SQL Server Dynamics AX, SQL Server, Database Management Customisations monitoring Sage Line 500 Support (for acquired division)

9 04 Key Customer Scenarios Travel Company Travel Company transitions support and development of its worldwide financial solution to Ciber This major tour operator had selected a large systems integrator to introduce a Dynamics AX financial management solution that would ultimately support its worldwide operations. However, the customer had developed some concerns about the on-going implementation, in particular, the escalating project costs for transitioning the system into a business as usual support mode and rolling it out into more countries. Ciber was invited in and undertook an audit of the solution, making key recommendations for improving and optimising the solution and for transitioning it into support. Using its proven Transition process, Ciber has taken over the support of the solution and is now providing software support for the Dynamics AX and SQL Server configurations including all custom customisations and developments, including a 24/7service for Priority 1 incidents. Ciber is also now working with the customer to re-plan the implementation and develop a template that can be rolled out into multiple countries to support multiple languages, currencies and fiscal requirements. Software Supported Custom Support Additional Services Dynamics CRM, Sharepoint, SQL Server, Biztalk Customisations and Custom Development Dynamics CRM, SharePoint, SQL Server, BizTalk, Customisations and infrastructure monitoring

10 04 Key Customer Scenarios Awards Body Supporting a fully Integrated CRM, Intranet and Extranet solution for awards body An awards body, specialising in qualifications in the adult and children s care sectors, selected Ciber to develop an integrated solution for the enrolment and case management of applications from trainees. The solution is a highly customised extended CRM (XRM) system with Dynamics CRM providing the core management of trainee data and applications. It integrates with the organisation s web site to process trainee enquiries online and a fully integrated extranet, also built in SharePoint, enables over 4000 users in 1200 colleges and training centres to access information and process trainee applications online. BizTalk is also used to integrate CRM with the organisation s Dynamics GP financial system and its Parnassus qualification system. Ciber Managed Services provides a full range of services for all of the applications and the custom development, including BizTalk integrations developed by another third party. Ciber uses it s the Microsoft Systems Suite, from its own data centre in Highbridge, to provide proactive, remote monitoring and system management over the cloud, for all of the major system elements. Software Supported Custom Support Additional Services Dynamics CRM, Sharepoint, SQL Server, Biztalk Customisations and Custom Development Monitoring & Management Customisations monitoring 24 x 7 Priority 1 Cover

11 About Ciber 05 About Ciber Ciber provides high-quality Managed Services across the entire IT landscape with extensive expertise in harmonising, simplifying and optimising your IT investments. With Ciber Managed Services, you gain access to best-in-class IT capabilities, find highly specialised support for custom operating environments, operate within pre-certified and compliant frameworks, and take advantage of latest operating models, such as cloud or as-a-service environments. The components that create a complete Wall2Wall Ciber Managed Services solution include End User Computing, Application Services, Infrastructure Services and Service Desk solutions. Use them separately or as an integrated solution to gain efficiency in your overall IT systems. We balance local accountability with global service delivery through our optimised delivery model. This model combines onshore, offshore and near-shore capabilities ensuring speed, flexibility, IT innovation and continuous business improvement. Ciber is a global IT consulting company with 7,000 consultants in North America, Europe and Asia/ Pacific, and approximately $1 billion in annual revenue. Client focused and results driven, Ciber partners with organisations to develop technology strategies and solutions that deliver tangible business value. Founded in 1974, the company trades on the New York Stock Exchange (NYSE: CBR). For more information, visit

12 London Ciber UK 35 Portman Square, London, W1H 6LR Tel: +44 (0) Fax: +44 (0) Hinckley Ciber UK No 2 Watling Drive, Sketchley Meadows Business Park Hinckley, Leicestershire, LE10 3EY Tel: +44 (0) Fax: +44 (0) Website: [email protected]