HiPath Managed Services. Communications Management Simplified.

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1 HiPath Managed Services. Communications Management Simplified.

2 Optimized communications management. With HiPath Managed Services. The dawn of the third Millennium is ushering in a new era in communications. New applications and services are revolutionizing the way we work and interact with customers, employees, partners and suppliers alike. In order to leverage new market opportunities and establish competitive advantage through greater efficiency and enhanced customer service, organizations are increasingly looking to emerging technologies to differentiate themselves from the competition. The motivators for success. Keeping on top of the issues raised with operating a sophisticated network, such as security, compatibility, connectivity and downtime, can consume many of your precious resources resources that would be better spent devoted to your core business. Because these are emerging technologies, very few enterprises have the experience or competencies necessary to do this effectively. That is where HiPath Managed Services can add real business value. Siemens HiPath Managed Services provides comprehensive provisioning and management of your real time communications network. If you already have the technology and resources in place, we can provide supplementary services to strengthen them. Alternatively, if you require new technology and resources, Siemens can work with you to develop a roadmap to implement the right solution that meets your specific business goals. Ultimately, HiPath Managed Services is an IT enabler to support your business in executing its core strategy at the least possible cost. Within your organization, the one engine that is increasingly driving positive change to deliver improved competitiveness is the communications infrastructure. However, for many organizations, exploding demands placed on the network, coupled with a shortage in the necessary expertise and human resources to manage it, has hindered the ability to leverage technology quickly and efficiently enough to gain a competitive advantage. Even as new technology adoption progresses further into the fabric of an organization s operations, the number of business stakeholders wanting or demanding strategic involvement in network related projects also increases, creating further strain on existing resources. The ability to demonstrate investment returns and cost savings is an essential requirement for all IT communications departments as they juggle resources and budgets to deliver enhanced competitiveness and service that the organization demands. Managed services can make the difference in successfully meeting the challenges of sourcing and providing the technology solutions that are so critical to your bottom line. Enhanced performance. Exploding employee, partner and customer demands on your infrastructure has placed incredible pressure on people and technology resources. This often results in IT budget constraints clashing with real time business needs. HiPath Managed Services provide you with a future-oriented operating model to achieve your most ambitious business goals, while reducing operational costs and improving availability of your communications infrastructure. We ensure that the right service metrics are integrated into our service delivery processes to drive improved performance; beginning with operations all the way to the management of your complete infrastructure. Dependence upon our experts, allows you to focus your energies on meeting the growing expectations of increased competitiveness. Predictable costs. Enterprises need to flex with changing times; but can your budgets cope? We deliver flexible and scalable pricing models that will meet your changing environment, negating the need for up front capital expenditures. Cost transparency and predictability materialize through simplified linear budgeting and can aid capacity and service planning. It also enables you to 2

3 identify areas where transaction costs can be reduced more easily. In turn, more effective cost management and increased visibility through defined service metrics and regular reporting are realized. All this enables more enhanced and informed investment decision making, allowing you to monitor costs and plan for future expansion strategies. Transformation and Focus. IT is an enabler of change. We can deliver new business models or services revolving around real time communications with innovation and competitive thrust. You can channel internal resources to focus on your core business and retain Siemens to provide day-to-day operational management. Migration to new technologies including convergent solutions is made easier and more effective, as risks and resources are managed and minimized by a partner whose strengths and competencies are communications. 3

4 HiPath. Practical Convergence. Today and beyond. The term convergence is often used as a synonym for future-proof communication. We believe that the future is now: Today s broad range of business applications has made converging IT technologies a viable and profitable business option. Enterprises that take advantage of a coordinated and comprehensive communication infrastructure today are securing the success of their organization tomorrow. Optimized workflow and seamless communications between voice and data are just two significant and practical benefits. All you need to do is make the decision. HiPath Managed Services will handle the rest. Freedom to engage the future. We have brought together the best of real time data and voice communication. Whatever your starting point, we will build your optimal path to a secure future infrastructure using the standardized platforms of the HiPath architecture. In support of your unique business needs Siemens will customize a solution that stretches beyond the routine tasks of standard service. Our guidelines are quality and responsibility. We ensure an outstanding, reliable and futureproof implementation, leaving you free to concentrate fully on your core business. Realize rapid return on investment. To survive in today s tough economy, businesses need to monitor and reduce expenditures while maintaining competitive growth. HiPath Managed Services can provide significant cost reductions over a range of expenditures like maintenance, operations, upgrades, and equipment including the network hardware and software. Siemens will carefully analyze your business model and develop a lasting solution for you that will evolve your existing investments and make your communications infrastructure operate more reliably and cost effectively. Enjoy your independence. Why waste your time trying to understand functionality and technology that is not core to your business? Methodical consultation and experienced project management, coupled with multi-vendor and product-independent services allow us to implement your objectives efficiently and effectively regardless of your existing conditions. We support you with plans designed to meet your requirements, in the areas of customer relationship management, mobility, security and voice/data networks, with solutions that can be applied locally or globally with a consistent level of expertise. 4

5 Expect the best from HiPath Managed Services. Can your business benefit from HiPath Managed Services? Your reasons for partnering with a services provider may vary. Either way, Siemens has the flexibility and know-how to help you develop a plan that s right for you, allowing you to remain in control, while gaining knowledgeable resources to help your business survive and thrive in a highly competitive marketplace. Are you challenged with? IT communications resources Managing your communications infrastructure, hardware, and software Dealing with multiple vendors on various interrelated technical issues Keeping track of and managing inventory and assets Providing high customer satisfaction to your end users Fulfilling communications requests promptly and with quality Securing your network and meeting security and privacy regulations Keeping up with the latest tools and technology refreshes Do you want to? Reduce risk in running your communications infrastructure Gain an edge on the competition, but can t make the capital investments required Optimize your communications costs Demonstrate a quick return on investment for your communications Implement a global network, but lack the global resources Is your business in transition? A merger, acquisition, or partnership is altering your business It s time to move, upgrade, or refurbish The scope or scale of your current business is changing If several of these apply to your business, you may want to contact us to determine how we can help. us at: managed.services@siemens.com 5

6 If it s experience you trust Trust Siemens. With a force of over 9,000 professionals in over 120 countries, Siemens has a highly trained network of specialists available to perform seamless and qualified customer care. With our global record of success in everything from affordable communication solutions for medium-sized operations, to complex system solutions for multinational corporations, we offer you the industry s most complete services portfolio, along with the know-how, reliability, and quality that only a company like Siemens can deliver. Our biggest strength is our sense of responsibility and flexibility in turning our expertise into your success. We have been making our customers successful for over 150 years. Partnering with Siemens in the management of your communications gives you all the benefits of our intellectual capital and translates our strengths into your strengths. 6

7 Peace of mind with HiPath Managed Services. Gaining an edge over the competition requires more than just knowledge, flexibility, and speed. With many organizations struggling to keep up under the burden of escalating costs, and increasing demands on time, skills and resources, teaming with the right partners with the right competencies and strengths becomes critical to gaining that competitive edge. By choosing the right communications partner, you can focus your energies on your own area of expertise your core business, and leave your communications needs to the experts. That s why more and more organizations are engaging Siemens to selectively manage specific or all areas of their communications. We can help you experience the benefits of new and innovative communications solutions and the competitive advantage they provide, without the hassle. Our focus your success. It s a big decision to hand over responsibility for the service management of your communications requirements. We provide reassurance through defined service level agreements that will show how we deliver highly focused solutions; alleviating any concern that control and direction of these developments will be lost. Our analysis of your business involves working closely with you to design, evaluate and implement future-proof communication strategies. We facilitate active and ongoing dialogue with your management team to understand your business requirements and continually develop your communications system to meet and exceed those requirements. An intensive feedback process helps us to identify potential problems and eliminate them before they occur. Better service through optimized technology and processes. Our experts have a single goal: supporting you in improving your business processes. Saving costs and improving the services of your organization are the focal point of our efforts. To achieve this, we concentrate on your individual needs. Moreover, you enjoy the benefit of our worldwide experienced team, which will regularly provide you with new and creative suggestions and improvements, while continuing to deliver top results even with changing market conditions. The global standard for high-quality IT service management (ITIL) guarantees the complete satisfaction of our customers, as a result of clearly defined methodologies, processes and interfaces. 7

8 Services at a glance. Service Management. Siemens understands that people are a key element of success, from the Customer Service Managers and Service Delivery Managers who work with you, to our thousands of highly skilled engineers; you can count on the commitment, professionalism and knowledge of our people. Siemens professionals can assume overall responsibility for the coordination and delivery of all communications activities on your behalf; saving your resources time and allowing them to focus on core business initiatives. To support this activity, management reports are provided and reviewed with you on a regular basis to ensure goals are being met, service levels are adhered to, and improvements can be made to the entire process. Help Desk Services. At the heart of our services organization lays our service support help desk, which provides 24/7 support including first, second and third level assistance. Help desks perform a number of tasks including user assistance, fault management, configuration, and change management including moves, adds and changes, control of third parties, incident reporting and resolution. All this can be provided on a global basis and managed centrally. Network Management. Our network management solution remotely handles all issues relating to the provision and management of voice, data and converged network infrastructures, saving you the need to invest in skilled resources and expensive management tools. Siemens secures full performance of your network by providing monitoring, administration, and diagnosis and repair functions such as identifying bottlenecks and helping maximize throughput. Preventative measures are taken to reduce faults and increase uptime, and we provide added protection for your network against hackers and physical sabotage. The Advantages: Superior, high-performance communications infrastructure Customer-centric service level agreements Low cost, high quality service and faster implementations Reduced maintenance and operations costs Enhanced security for transactions, operations, applications and networking Access to leading edge technology, best practices, and technical expertise Predictable costs for technology Effective communications management 8

9 Security Management. With HiPath Managed Security Services, Siemens can help you maintain a highly secure network and communications environment. This includes day-to-day monitoring and interpretation of systems events throughout the network including software scans, access and usage; maintenance of hardware and software and detection and correction of security breaches; as well as proactive management of your security system configuration, user profiles and access privileges. Professional Services. Bringing innovative capabilities and awareness of new market potentials, HiPath Professional Services provide expertise, skills and knowledge to your organization. From technical design through communications strategy, Siemens professionals use unique methodologies to help you measure business value, including both the benefits and the costs, and we assist you in understanding your options and capabilities. Lifecycle Services. From simple platform maintenance and support through end user training and out-tasking services, we bring a wealth of knowledge and skill backed up by dedicated business and technical competencies to design, build, and support your mission critical communication networks. 9

10 Four principles for leveraging success. HiPath Services take you there. At Siemens, we believe in four discrete key principles that underpin our approach to assessing, designing and delivering managed services solutions. They are essential for highlighting and helping to realize potential areas for improvement in service delivery and are crucial for ensuring no stone of opportunity for improvement is unturned. It is through positioning and focussing on these principles that you can feel confident that Siemens will deliver solutions that allow you to simultaneously embrace change and leverage new and challenging market opportunities more successfully. Financial. Investment decisions need to be based on facts, and finance is at the forefront of most minds. By reviewing financial activities relating to service provision, we will build a solution blueprint based on benefits that deliver improved cost management, reduced administration control, simplified forecasting, planning and budgeting of communications needs. Knowledge. This is simply about delivering increased visibility of accurate, quality information relating to your network in terms of usage, capacity, bottlenecks, general performance and areas for advancement. By focussing on providing streamlined service delivery through accurate information, we can help make the total cost of ownership for services delivery to your end users more visible and predictable. Knowledge also means we can provide expertise and skills as you want them and where you want them. Simplicity. Armed with knowledge, we can sit down, analyze scenarios and tailor solutions that meet your requirements. This includes scoping the optimum delivery process that covers everything from technology acquisition through to service delivery across different locations, divisions and continents all this borne of simplicity. We also consider ease of deployment challenges, including ways to standardize and streamline processes so that management is consistent and able to provide a predictable experience. Flexibility. The way we do business with you is essential to help you manage and enable change for improved performance. That is why we are able to bring our considerable experience to bear in managing technology in an environment that is in a continuous state of flux. Development of flexible service level agreements, contracts and commercial packaging that accommodate technology refresh and changing business needs are imperative for our relationship to not only work, but to help your business grow and prosper. 10

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12 Our strengths. Your gain. By choosing Siemens as your partner, you benefit from a comprehensive portfolio of value-add Professional, Lifecycle and Managed Services. Our HiPath Managed Services provide your business with solutions ranging from consultation and integration, to operational services and out-tasking. All of which are designed to fit your specific demands whether it be an integrated solution to solve communication problems, isolated services for business and technological optimization, or extending your existing personnel. Put our strengths to work for you Siemens Information and Communication Networks is a leading supplier of networks and real-time applications for enterprise customers, network operators and service providers. We serve over one million enterprises and 350 carriers in more than 160 countries. Seventy percent of the U.S. Fortune 500 companies put their trust in our solutions. Our global footprint and our expertise in voice and IP communications enable us to deliver turnkey network solutions of any scale and complexity throughout the world. IP Convergence Our convergence solutions combine the power of IT and the proven security and reliability of our voice communications. Future-proof migration strategies guarantee the best possible protection of your installed base. Broadband Access Our Broadband Access solutions bring services and applications to end users as costefficiently as possible. They can also be seamlessly integrated in our convergence architecture and our Optical Networking portfolio. Optical Networking Our Optical Networking portfolio offers the bandwidth you need, from long-haul to metro networks. As technology leaders in span performance and transmission speed, we are laying the foundations for the data superhighways of the future. Your Partner for Profitable Networks Your profitability is our highest priority. As your partner, we offer solutions that deliver fast return on investment, boost productivity in your enterprise, and help you explore new business opportunities. Siemens AG 2003 Information and Communication Networks Hofmannstr Munich, Germany Order No. A50001-N14-W This document contains general information about the performance of our products and solutions that may not apply in actual use. Any obligation to provide specific product performance is limited to the express, written terms of contract. Availability of products and technical specifications are subject to change without notice. Printed in the Federal Republic of Germany. EN52_036 WS SIE