SII / SIG. A success story from SIG. Your Technology Partner

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1 Your Technology Partner SII / SIG A success story from SIG Implementation of an innovative tool for infrastructure and services management has helped SIG to improve its client relationship management

2 Services Industriels de Genève is a utility company that provides water, gas, electricity and thermal energy. Its business areas include recycling, wastewater treatment and provision of fi ber-optic network. In all its activities it seeks to maintain the principles and values of sustainable development. My role was to supervise the overall deployment of the solution we had selected and to make sure it was implemented correctly. Christian Grego Member of Shared Services Management Board Can you please describe your position in SIG? CG : I am a member of Shared Services Management in SIG, in charge of Real Estate Division, a department that is responsible for real-estate investments, building management, land and property assets of the company, and for the register of networks and services used by all company entities. Software engineering and consulting company, selected technology partner for the ServiceONE solution. ServiceONE offers an optimized and sustainable solution which helps establish a true client relationship. SIG hired SII to provide the integration of the ServiceONE solution in order to meet the signifi cant qualitative objectives of the Shared Services Management. What is your involvement in the new partnership with SII? As a member of the Project Steering Committee, my role was to defi ne the criteria for product selection, to explore the available IT solutions that would meet our business requirements, to evaluate existing products, and to make the fi nal choice. Moreover, I was then responsible for overseeing the implementation of the selected solution.

3 A significant development project SP: Shared Services offer the customers a single, coherent and consistent image. In 2009 Shared Services Management of SIG established a new organization in order to better respond to customer expectations and to develop a genuine relationship with internal customers. This new organization is built around several objectives: Defi ne a global customer strategy. Offer customer-oriented packaged solutions. Create coordinated communication channels for Shared Services. Set up a single interface to facilitate the lives of employees (service desk, one-stop shop, portal, etc.). Could you tell us more about the idea behind the creation of Shared Services Centre? CG : Shared Services are a relatively recent model of work organization (late 90s) that consists of grouping all the activities that provide logistic support services within one structure. The service offering is coordinated both with customers in terms of quality and quantity, and it is also compared in terms of performance to external companies. In SIG Shared Services Centre was established 5 years ago and seeks to position itself as a company within the company. It covers the following areas: Information systems Real estate and property Technical literature Purchases Networks registry Storage Transportation Labs Services to the occupants Shared Services form a homogeneous group, which provides a common interface and a consistent picture for internal customers, with the strategy defi ned at the central level. SP Portal: the core of the project SP portal has been the subject of special attention from the management and has become the communication channel between SIG and internal customers when processing requests for standard service (IT, real estate, logistics etc.). Its major features are: Publishing, sharing and dissemination of information regarding the structure and updates from Shared Services; Management of service catalogue for paying customers (content, SLA, etc.); Management and automated tracking of service requests for end-user customers; Joint management and monitoring of IT and property incidents; Reporting and dashboards for SP and its internal customers Provision of property management business solutions, such as space management, reservation of rooms, etc. SII, the perfect partner to support the ambitions of SIG Integrator of the ServiceONE solution SII team of Facility Management analysts ISO and CMMi Quality Management Risk Management Transparency and relationship based on trust Timeliness Fixed price project

4 ServiceONE, a responsible choice for a sustainable development SIG has opted for a modern, innovative solution: ServiceONE. It perfectly meets the needs of the SP portal with a global functional coverage of the infrastructure and services management, and is open to environments connected to the information systems. As a 100% web-based, simple and competitive business model with high quality and functionality, ServiceONE became the natural choice. The ServiceONE solution integrates 3 products in one: a tool for creating and managing the SP portal; a content management system (creation of knowledge base); ServiceONE back offi ce (management of infrastructure and services), which integrates seamlessly the fi rst two products. ServiceONE is the product that represented the best our vision of coordinated and multidisciplinary Shared Services in SIG. Why did you choose SII and the ServiceONE solution? CG : ServiceONE was the solution with functional coverage that matched perfectly the business scope of Shared Services. We could see that in terms of the concept, it refl ected the best the model of Shared Services Centres in the most modern sense of the word. It also represented the best our vision of coordinated and multidisciplinary Shared Services in SIG. The sustainability of the supplier was essential for us. Working with a group such as SII, a well-established company with an excellent reputation that could be trusted, was certainly one of the factors in determining the choice of provider and product.

5 What IT solution were you looking for to support this new organization? CG : A solution that would allow us to achieve this single client interface, help us present ourselves to our internal customers as a well-established entity, and not just a juxtaposition of departments, each of them having their own customer policy and strategy. A solution that would help to: In back offi ce: secure and automate workfl ows related to the receipt and processing of requests, and provide incident management for our services. In front offi ce: order our services online on the portal, so that management, execution and monitoring of work necessary to carry out requests can be more effective in back offi ce. Present ourselves to our internal customers as a well-established entity, and not just a juxtaposition of departments. Opinion of SIG How does ServiceONE help improve internal customer relations? Through the SP portal ServiceONE provides to customers an overview of all services offered and the possibility to order them. Satisfaction is increased since customers receive regular updates about processing of service requests. ITIL concept, or value creation ServiceONE is based on International Standards, and it complies with ITIL (Information Technology Infrastructure Library) concepts. The scope of ITIL includes the centralization of strategic information, merged with Best Practices for a smooth implementation of projects. It focuses on a number of fundamental activities directly implemented in ServiceONE: confi guration management, service desk, incident management, problem management, request management, managing releases, change management, etc. ITIL optimizes resources in order to help companies to fully use their know-how. Upon delivery of each request customer feedback helps control and measure the quality of services offered.

6 Welcome to the New World An innovative vision of services management focusing on facility and infrastructure management. Asset Management Mobility Workspace Management The inventory of all the assets is completed. The location of all the assets was according to the plans drawn in ServiceONE. Great. We will begin the life cycle management of assets in ServiceONE. With MobileONE, ServiceONE is accessible everywhere. We save so much time! Preventive Maintenance Facility Management IT Infrastructure Management You have all received your work orders for preventive maintenance of this vehicle. Our supplier has received meal orders. Remember to check the documentation procedures provided in ServiceONE. Perfect. The meeting rooms are also booked with the appropriate equipment. ServiceONE has detected a significant increase of the temperature in the server room. I need to send there a technician! 100% Web Based on ITIL Foundation Make your choice from our service catalogue

7 Space and asset management becomes as simple as child s play Reduces the costs of your organization through effective planning of assets and spaces. Effectively controls all the assets of your organization. Saves time, ensuring the availability of assets for users. Increases user satisfaction by achieving smooth functioning of all assets. Facilitates decision making through the business intelligence module. Optimizes work processes (maximum performance for all spaces and assets of the organization). Has all the updated information of the organization. Uses data easily obtained from the system itself. Establishes customer loyalty by increasing their satisfaction. Combines, in one product, a software for the management of infrastructure and services. ServiceONE, infrastructure and services management platform. The very fact that we made the portal available is a proof of the priority our customers have in our eyes. Have you conducted a global satisfaction survey? CG : Yes, and the results are very positive. Respondents seem to be very satisfi ed. The very fact that we made the portal available is a proof of the priority our customers have in our eyes. ServiceONE A modular solution Management Workspace management Strategic space management Graphical maintenance Asset management Rentals and property management Project management Change management Management of safety standards Replacement management Property management Records and contracts management Procurement service Catering management Reservation of rooms Visits management Move management Availability Incident management Management of known issues Preventative maintenance Operational maintenance Business continuity Capacity Other modules Dashboard Business Intelligence Knowledge Management Activity report Control panel Alerts and permissions MobileONE Fax and centre

8 SII : The Partner in Technology SII Switzerland: a success story unfolding SII, a consulting and engineering company with an international scope (11 countries, 4500 employees), offers solutions that deliver high value-added technology to its customers. Our team of engineers work in various areas: Information systems and consulting ServiceONE integrator Financial engineering Banking solutions integrator Technical and scientifi c computing Industrial engineering Telecommunications and networks Systems and databases administration Assistance with project management etc. With three agencies incorporated in a profi t center, SII offers not only technological expertise, but also local services, a high reactivity and a capacity to listen actively to its customers. September 2008 Foundation of SII Services Suisse SA October 2008 Acquisition of Coris SA May 2010 First ServiceONE project in Switzerland 2011 Strong organic growth of 32% June employees in Western Switzerland December 2011 New branches in Lausanne and Zurich, in order to be closer to our customers Controlled outsourcing of your projects Global support Listening actively to your needs Controlled processes based on ISO and CMMi Creation : - France Photo credits : SIG - Groupe SII - Fotolia : Rafa Irusta - istockphoto : Anastasia Pelikh / Courtney Keating - Printed in France - All rights reserved. Your Technology Partner SII would like to thank SIG for its contribution to the realization of this document. SII Services Suisse SA Genève Avenue Eugène Lance, 38 bis 1212 Grand Lancy For more information please contact Renaud TERLAUD renaud.terlaud@sii-ch.com serviceone@sii-ch.com