Managed Services - Service for Life

8/9/2019 Managed Services - Service for Life

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S E R V I C E .

F O C U S .

VALU E .

M A N A G E D S E R V I C E S S E R V I C E F O R L I F E

MANAGED SERVICES SOLUTIONS

S E R V I C E .

F O C U S .

VALU E .

M A N A G E D S E R V I C E S S E R V I C E F O R L I F E


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2 K P M G C O N S U L T I N G

THE CHALLENGES YOU FACE MULTIPLY EVERY DAY.

MANAGED SERVICES GIVES YOU THE FREEDOM

TO FOCUS ON YOUR CORE STRATEGIES.

A managed services solution is a powerful option for organizations seeking to manage their operationalcosts and to achieve performance goals that will drive growth in the long term.

In todays customer-driven business environment, your organization must differentiate itself by delivering

services or products that create value for your customers. At the same time, you must manage the

businessgetting new products to market, managing finances, and reducing operational inefficiencies.Your core products and services are what make your organization successful; but finely tuned deployment

and management of these solutions can make the difference between success and excellence.

KPMG Consultings Managed Services can help you turn the challenge of managing your business into

an opportunity for gaining competitive advantage. We offer business application management services for

many non-core business activities, including order management, billing, customer care, e-mail, and service

assurance. Entrusting these business processes to a proven partner like KPMG Consulting enables you to

reduce up-front investments and maintenance costs and allows your organization to focus on the products

or services that are central to maintaining a competitive advantage in the marketplace. In addition, we

provide online services that help our clients access the latest technological innovations without a large

up-front investment.


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M A N A G E D S E R V I C E S S O L U T I O N S 3

Business Process Outsourcing is gaining momentumas organizations

are opening up to outsourcing non-core, but critical, business processes

to reduce costs, improve service levels, and sharpen their focus on

core competencies.

C. E. Unterberg, Towbin, Business Process Outsourcing,

April 16, 2001

As an example, by using our Managed

Services solutions, our team has helped

geographically dispersed organizations

centralize and automate systems to hireand pay temporary employees from local

agencies, enabling these organizations to

transform a traditional bottleneck into a

competitive weapon. Weve helped retailers

focus more on selling products by taking

away the burden of maintaining Web-

enabled storefronts or online billing systems.

With KPMG Consultings leading-edge Managed Services,

you can:

Lower your cost of capitalBecause weve already

procured the equipment, your investment issignificantly smaller

Focus on your organizations core competencies

By eliminating non-core business processes from

your organization, you are free to focus on your

customers and the services or products that your

organization provides

Reduce overall riskBy taking advantage of our

existing operational environment and our proven

experience, your organization can avoid spending time

and money on procuring equipment and building staff


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A P P L I C A T I O N SM A N A G E M E N T

B U S I N E S S P R O C E S SM A N A G E M E N T

I N F R A S T R U C T U R E A N DO P E R A T I O N S U P P O R T

I N F O R M A T I O N T E C H N O L O G YM A N A G E M E N T

I N F O R M A T I O NT E C H N O L O G Y

A N DI N T E G R A T I O N

B U S I N E S S P R O C E S S S O F T W A R E

H A R D W A R E / S T O R A G EN E T W O R K S


WE UNDERSTAND YOUR BUSINESS.

LET US HELP YOU CONTROL COSTS

THROUGH MANAGED SERVICES.

Increased reliance on technology has created a new foundation

of Internet-powered platforms and applications at many

organizations. Today, many forward-thinking organizations

are aggressively applying business intelligence and innovative

business processes to gain sustainable results from their

investments. However, business transformation can slow down

growth by diluting the organizations focus. As such, many

organizations are engaging in relationships with Managed

Services providers to create high-performance, sustainable

solutions without sacrificing other areas of their business.

S P E E D W I T H P U R P O S E

Time-to-market is essential. But when new technologies are part

of the plan, sound strategies and process innovation are equally

important. We can help you implement Managed Services

solutions quickly and reliably.We align with best-in-class

technology providers to deliver industry-focused solutions that

are based on proven technologies, experience, and innovation.

With our Managed Services solutions, we offer Business Process

Management and Applications Management. We integratebest-in-class applications and solutions to address your business

challenges. We help you control costs and improve quality

through our technology solutions, industry and technology

experience, and proven strategies.

In todays resource-constrained environment, competitive advantage

will continue to accrue to companies that can install and implement

the optimal IT infrastructure for their businesses before their

competitors can.

Jim Lebinski, Vice President and Research Director,

Decision Tools, Gartner Measurement, January 2002

Our teams leverage our Managed Services solutions to help

you meet all of your business process needsfrom automation

and management of business processes to our global network of

Broadband Solution Centers, which proactively manage and support

applications to ensure quality and performance. Our Common

Commerce Infrastructure provides our Managed Services clients

with transactional services capabilitiesincluding bill presentment

and payment services and electronic payment processingwhich

can be exchanged securely through our Certificate Authority (CA)

security services.

With our core IT competency and our infrastructure, only

KPMG Consulting brings all of the necessary elements to the table:


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5

B U S I N E S S P R O C E S S M A N A G E M E N T

Business process management is not a new concept; large

organizations have been outsourcing non-core functions for some

time. However, recent improvements in technology, coupled with

increasing pressures for tighter fiscal management, are creating a trend

toward the outsourcing of core business functions and an increase

in market demand for high-end business process management.

With our Business Process Management solution, we identify

non-core business processes that can be run as a Managed Service.

By leveraging our experience in business process analysis and

management, our in-house facilities, and our strategic partnerships

with premier hosting facilities, we can offer customers a tangible

decrease in cost and a higher level of service.

Contingent Workforce Procurement ( CWP) Solution

One way weve helped organizations increase efficiencies and move

toward operational excellence is through our Contingent Workforce

Procurement solution. By offering an enterprise-wide, Internet-based

offering, your organization can focus on more strategic roles, largely

eliminating time-consuming administrative tasks. Our solution can

help your organization:

Reduce overall IT spending

Increase efficiency

Improve visibility and effectiveness

San Fran c isco

TEMPORARY/LABOR AGENCIES

TEMPORARY/LABOR AGENCIES

BANK BANK

KPMG CONSULTING PLATFORMS

BANK LOCATIONS

BANK LOCATIONS

BANK

Seattle

Dallas

BANK

BANKNew

Yo rk

Ch icago

San Fran c isco

BANK BANK

BANK

Seattle

Dallas

BANK

BANKNew

Yo rk

Ch icago

A N E XA MP LE O F A C WP P LAT FO RM

[We] believe that most BPO services that combine process and

industry-specific knowledge tend to create the greatest amount of

intellectual capitaland be the most valuable solutions to customers.

This is because vendors can generally have a better perspective of

historical software, technology, and process structures for a particular

vertical function.

C. E. Unterberg, Towbin, Business Process Outsourcing

Automating, centralizing, and streamlining a non-core process (in this

case, a banks hiring of contingent workers) allows organizations to morequickly and efficiently engage and manage talented contract labor for

IT functions and realize significant cost reductions. This secure, scalable,

state-of-the-art platform also provides the highest level of service and

value to your internal staff, who need quality temporary labor to work

as efficiently as possible.


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M A N A G E D S E R V I C E S 6

With all of the complexities and added components that are now

required to manage eBusiness, the managed service alternative is

becoming increasingly attractive.

AMR Research Outlook 2001: The Top Ten Technologies to

Watch, January 1, 2001

I N F O R M A T I O N T E C H N O L O G Y M A N A G E M E N T

Applications Management

Our Applications Management solution offers much more than

a traditional applications services provider. We offer support for

business process changes, patching, updates, and transactional review

processes catered to your needs. We use a service control center to

proactively manage and support applications, ensuring quality and

performance. Staffed by experienced technicians who are supported

by KPMG Consulting solution specialists, this service maximizes

application availability and minimizes downtime through the use

of best-in-class automated monitoring and trouble-management

tools. We can identify and solve problems before they impact your

performance, and support full reporting capabilities, ongoing

enhancements, data fixes, and ad-hoc reporting.

Regardless of where your applications residein-house, in our ownfacilities, or in those of our partnersour team can determine the

most efficient and cost-effective route to reliable operations.

Our primary focus is to provide applications management services

for leading software packages such as Ariba, Oracle, PeopleSoft,

SAP, and Siebel.

We support your entire IT life cyclefrom formulating your

initial strategy through development and integration of your core

applications to providing day-to-day operational support either

at your site, our Broadband Solution Centers, or that of your data

center provider. Our service delivery model, diagrammed

below, reduces costs and risks, and improves ROI.

I N F R A S T R U C T U R E A N D O P E R A T I O N S U P P O R T

In support of our Managed Services solutions, we have

established an infrastructure and operational support structure.

This support network includes:

Common Commerce InfrastructureA suite of

Web-based tools that provide your organization with

transactional services capabilities, including bill

presentment and payment services and electronic

payment processing

Certificate Authority CapabilitiesPKI-based security

program that allows you to exchange information

securely over an open network

Broadband Solution CentersA facility that provides

your organization with an arena for project develop-

ment as well as hosting and network operations support

Customer Call CenterA full-service, technical, 24x7,

Web-based customer support center that provides

access from any secure interface

Monitoring ServicesProvides 24x7 reactive, predic-

tive, and proactive monitoring of servers, firewalls,

and applications

Maintenance ServicesProvides timely management

and application of patches, revisions, and fixes for your

mission-critical applications

Management ServicesProvides plans to apply our

enterprise application expertise to your solutions, either

by insourcing, outsourcing, or the custom match that

best serves your needs

DELIVERY

MODEL

BUSINESS

STRATEGY

CONTINUOUS

IMPROVEMENT

APPLICATIONS

MANAGEMENT

CUSTOMER

SUPPORT

DATA

MANAGEMENT

CUSTOM-IZATION

APPLICATIONSINTEGRATION

S E RV I CE D E LI V ER Y M O DE L


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C A S E S T U D I E S

Bank executives at a large global financial institution knew

that in order to maintain its current leadership status, the

bank needed to streamline its processes involved with

hiring and managing temporary employees and services.

KPMG Consulting helped the bank achieve greater ROI

by improving operational efficiencies and cost takeout

with its contingent workforce.

Operating out of more than 4,000 domestic offices,

38 international offices, and almost 100 regional client

telephone service centers, this bank is one of the largest

online banks in the United States, with over 3 milliononline clients.

Historically, the banks sourcing, hiring, and management

of contract and temporary services was managed by its

company-wide contractor management program. The bank

procured a significant amount of IT contract and temporary

services via phone, fax, and e-mail to augment its permanent

workforce. The inefficiencies of this process resulted in long

procurement cycle times, higher expense levels for contract

labor, and an absence of vital information regarding supplier

quality and performance. Bank executives sought an

Internet-based solution with the capacity to support at

least 500 suppliers and 3,000 contractors in the contractor

management database.

KPMG Consulting implemented an enterprise-wide, Internet-

based software solution that would be available to the

banks hiring managers, administrative staff, customers,

suppliers, and contractors at any time from any location.

Leveraging best-in-class technology, we enabled the bank

to quickly and efficiently engage and manage talented

contract labor for IT functions. This arrangement also

positioned the client to expand its category offerings,

generate an additional revenue stream, and improve

customer acquisition while providing the highest level

of service and value via this secure, scalable technology.

Our rapid implementation schedule allowed for faster

time-to-market, making this bank much more capableof achieving its aggressive ROI goals. The organization

is now able to select better candidates in less time, improve

recruiter and hiring manager productivity, reduce the time

spent on processing paperwork, ensure that preferred

suppliers are used, buy from the most competitive suppliers,

and measure spending, process, and participant performance

via reporting.

C O N T I N G E N TW O R K F O R C E F O R

A L A R G E B A N K

The State of Texas, Department of Information Resources

(DIR) was charged with establishing a task force to

demonstrate the feasibility of conducting state business

over the Internet. The DIR looked to KPMG Consulting

to help create an online government framework and an

online portal that provides citizens with 24x7 access to

government operations.

The DIR serves as the technology broker for the State

of Texas and works through master contract agreements

that can support dozens of state agencies.

To make doing business with the government more

convenient for citizens, the client wanted to provide

them with access to government operations 24 hours

a day, seven days a week. The Texas State legislature

mandated the creation of an eGovernment Task Force

that would test the viability of state agencies to conduct

business over the Internet. The client decided to implement

an eGovernment framework with services including

application hosting, online payment functions, and

Web site development services.

KPMG Consulting developed a portal and all related

supporting infrastructure that provides online transaction

capabilities and Internet security. This was implemented

and deployed with outsource services for electronicpayment, bill presentment, and certificate authority

(digital certificates) for the DIR. Our team also provided

infrastructure design, systems analysis and integration,

Web and custom application development, business

and functional operations, and data center support

and management.

Our team helped create the TexasOnline Web site, which

is a flexible, scalable, secure conduit to information and

services offered by the State of Texas. It also provided

capabilities that enable and improve communications and

business management between state agencies, businesses,

and constituents. The added benefits of more efficient

online transaction capabilities and Internet security areillustrated by customer service through-call reduction to

state agencies, improved end-user satisfaction, more readily

accessible information, and faster, more smoothly processed

fee recovery.

S TAT E O F T E X A S


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B R O A D B A N D S O L U T I O N C E N T E R S

KPMG Consultings Broadband Solution Centers are multimillion-

dollar facilities that house hardware and software technologies from

industry leaders and leverage high-bandwidth network connections

for collaborative development of cutting-edge solutions. In project

rooms, our professionals work with your team to develop and test new

solutions with offsite team members participating in real time over the

Internet. Using these centers will minimize your up-front investment,

enable rapid implementation, reduce the impact of your existing

operational systems, and lower travel costs. Once your applications

have been tested, we support ongoing commercial operations on site

or can continue our monitoring, maintenance, and management

while transitioning the servers to your site or to one of our global

hosting partners.

KPMG Consulting is one of the worlds most respected business

advisors and systems integrators. We build enduring relationships with

our clients by helping them create new business models and innovative

solutions, enabling organizations to leverage technology for stronger

return on investment and enhanced service to their customers,

vendors, and employees.

From business systems strategy to implementation, we combine our

industry knowledge with technology experience to deliver results-

focused solutions quickly. By partnering with technology leaders, we

provide leading business and government organizations around the

globe with best-in-class solutions across every industry segment.

If you would like to learn more about how we can help your

organization, please contact us at 866-FOR-KCIN (703-747-6748)

from outside the US and Canada) or visit our Web site at

www.kpmgconsulting.com.

T H E B E N E F I T S O F W O R K I N G

W I T H U S

T H E N E X T S T E P S


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(THIS REPRESENTS THE POCKET;FOR VISUAL CLARIFICATION ONLY)


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w w w . k p m g c o n s u l t i n g . c o m

2002 KPMG Consulting, Inc. All rights reserved. Printed in the USA.KPMG Consulting, Inc. is an independent consulting company.C505-0402-01-MSRD105

KPMG Consulting

1676 International DriveMcLean, VA 22102

1.866.FOR.KCIN

703.747.6748 (outside the US & Canada)

Managed Services - Service for Life

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