Intelligent Managed Services Infrastructure, Applications, Support - Atos
intelligentmanaged servicesinfrastructure, applications, supportYour business technologists. Powering progress
Just because everybody’s got a smart phone in their pocket,doesn’t mean that enterprise IT can now run itself.2Intelligent managed services infrastructure, applications, support
Freedom andcontrol in balanceThe ability to balance freedom and agility on the one hand withefficient operations on the other becomes the stand-out capabilityfor those who are tasked with the provision and management ofenterprise IT operations. Employee and customer expectations ofhow technology can serve them have changed radically – and theway you design and deliver managed IT services must change too.The solidity of fixed three, five or even tenyear service contracts built purely aroundtechnical SLAs must give way to more flexibleand more dynamic, but no less reliableapproaches. The payment models you adoptmust also reflect the times and trends: fewenterprises are cash rich and in managed ITservices, how you pay and what you pay formust mirror actual business performanceand usage with real precision.Atos is a world force in managed IT services.According to independent analysis by Gartner,we hold the number two position in Europe andthe number seven position worldwide, earningaround 4 billion in annual managed servicerevenues. Over 35% of our company’s 74,000workforce is directly engaged in the provisionof managed IT services, each with theirrespective specialist focus on infrastructure,application operations or personal IT support.Intelligent managed services infrastructure, applications, supportInnovation and continuityAtos end-to-endAtos serves public and private sectorenterprises, many of them with operationsspanning the globe. For our clients, consistencyand continuity are critical. You also expectus to be service innovators, raising businessand technical performance, and deliveringyear-on-year cost improvements.Managed Services are part of an end-toend approach at Atos. We are businesstechnologists, and our four business divisionsall work openly and collaboratively together inthe pursuit of a single goal: to power progressfor our customers. This collaboration is thefoundation of our ability to design, build andoperate business solutions and IT infrastructurefor our customers.Our reputation as a managed servicesprovider rests on our ability to anticipate andmanage change in both technology andbusiness practice, while delivering tangibleand measurable benefit. In this short profile,we introduce our Managed Service specialties,pointing to the latest developments, andproviding examples of Atos in action.Consultancy andtechnology servicesOur consultants have deep specialist knowledge of both thetechnologies you use and the sectors we serve. Tracking trends andcontinually asking what the real implications for our clients are, theirinsight is critical in shaping managed service evolution.Systems IntegrationOur Systems Integration teams manage all aspects of solution designand implementation, with strong emphasis on interoperability. Our SIand Managed Service teams work closely together, particularly withregard to application management and operations.Managed ServicesOur Managed Services resource provides a full range of IToutsourcing for infrastructure, applications and ongoing user support.With their day-to-day contact with our clients, they are absolutelycritical in building and sustaining good long-term relationships and indelivering essential operational intelligence.Hi-tech transactionalservicesAtos is a leader in transactional services, both for payment and forfully outsourced CRM. Whenever a solution or process requires highvolume transaction processing, often involving complex multi-partyrelationships, Atos is able to offer the service.3
Five fields of focusAtos can take full service responsibility for all your managed IToperations. The more we do for you the better it gets – it’s that simple.In reality, your sourcing approaches and delivery preferences willnot be the same as everybody else’s: even though globalizationdrives standardization, different countries, cultures and industrieswill always make different choices.Atos Managed Services capabilities are deep and varied. They fall into five natural five fields of focus:WorkplaceManagementMaking sure that your workforce has the tools to perform, wherever, whenever and however they need to – with the rightlevel and the right type of support.ManagedInfrastructureEnsuring all storage and computing resources are fit-for-purpose across their lifecycle, whether owned or outsourced,embracing emerging cloud delivery, offering storage on demand through sustainable data centers.Application Operations Managing the ongoing operations of both generic and business-specific applications, handling license management and,increasingly, cloud pay-as-you-go models.4Network andCommunicationsKeeping all networks humming at business speed, absorbing the increased load of rich media communications andmanaging all aspects of unified communications including third party contracting, if desired.Identity, Security andRisk ManagementAchieving compliance and sustaining secure and uninterrupted business operations, with particular emphasis onmanaging confidentiality across the extended enterprise.Intelligent managed services infrastructure, applications, support
Workplace ManagementAtos already supports around 2.5 millionworkplaces worldwide and has undertakenover 400 large-scale enterprise workplacetransformation projects.Positioning Atos as a leader in its August2011 European Desktop Outsourcing magicquadrant, Gartner stated that Atos has a soundand thorough understanding of the futureneeds of end-user organizations and a clearvision of the direction of the market.Atos has developed a highly industrializedand responsive approach to workplacemanagement. We answer the two essentialdemands of both business and CIO teams:Atos has established the Adaptive Workplaceto help its clients turn this volatility tobusiness advantage.Adaptive WorkplaceThe Adaptive Workplace responds to the factthat employee need differs from enterprise toenterprise. The speed and efficiency with whichyou respond to this difference is critical bothin terms of business productivity and the costof operations.The Adaptive Workplace is designed aroundpeople – creating smart profiles which putthe professional needs of the workgroup andindividual employee first, taking into account: That every member of the business isequipped to perform Choice of device That the cost of equipping every memberto perform is minimized. Applications and processes Fixed/mobile requirementsBring-your-own device and cloud provisioningare already very much a part of the AdaptiveWorkplace. It’s the way forwards. With theAdaptive Workplace, we are regularly reducingtraditional workplace management costs byas much as 40%; speeding the time it takesto equip new hires; and slashing the cost ofmobile telecommunications.Virtualization vision inFinancial ServicesFor a major European bank, Atos blendedserver-based computing, Virtual DesktopInfrastructure and application streaming todeliver the best service and the lowest TCO.As one of the largest virtualization initiativesin any financial services company, 30,000employees now benefit from fully virtualizeddesktops across which Atos manages some400 specialist applications. Converged communicationsThe workplace has changed massively inrecent years. We are now in a world where‘every worker becomes a knowledgeworker’; where mobility becomes thenorm; and where the employees’ personalexperience of technology changes theirexpectations in the workplace. Security profiling.Support choices are similarly designedaccording to preference and need. Pro-activeand automated intervention minimizes the needfor personal support. When support is required,self-service is immediate and always-on, withagent assistance ready as immediate back-up.Inherent factors for all focus areas:Cloud coverageEssential agilityService and sustainabilityFor Atos, the emergence of cloudbased delivery models has already hada significant impact on how our clientsthink about service. When infrastructure,development platforms and applicationscan all be delivered on a pay-as-you-gobasis, the rules change.Agility is critical in managed IT services. Theability to scale up or down without dramaand often at short notice is essential in alleffective IT contracts. All organizationalchange has a corresponding impact on theprovision of IT service, and the two mustwork smoothly together.Green IT must be on every business agenda.Not only does the responsible managementof enterprise IT resources minimize theenvironmental impact, it delivers clear costsavings. Atos is formally acknowledged asa company which sets high sustainabilitystandards – we hold the independentlyassessed GRI A status.In 2012, Atos announced a new level ofstrategic alliance with EMC and VMware andthe foundation of a new breed of enterprisecloud service company in Canopy.When, for example, a merger or acquisitionoccurs, the speed with which systems andprocesses can be brought together is a keydeterminant of success. As a provider ofmanaged services, Atos understands theimportance both of knowing the individualcustomer and the specific needs of differentindustry sectors.Canopy offers full range of servicesincluding consulting, Platform-as-a-Serviceand most significantly, an enterpriseapplication store with full scale enterpriseservice agreements, all built onopen standards.All cloud capabilities build directly onAtos’ solid experience of virtualization andstrategic approach to optimizing enterprisescaled architectures, and whenever youare engaged in service discussion, we willensure that cloud, is on the agenda.Intelligent managed services infrastructure, applications, supportThe operational rhythm, for example, of asystem which manages student applicationsfor university places is not the same asa billing system for a utility companyor telco. Managed IT service is not highprofile in business glamour – but we donot underestimate its impact on customerservice and brand quality.As a provider of managed services, we willseek to help you improve sustainability ineverything we do together. Consolidatingyour own data center operations ormoving to ours will radically reduce energyconsumption. Smart Mobility and AdaptiveWorkplace adoption reduce travel and realestate requirements.Atos is not content simply to help you cutback. The shift to cloud, for example, is alreadyhelping Atos clients to break wasteful cyclesof hardware refresh. We are even helping turnphysical data center output to good use, withheat generated being used to provide warmthin local homes and apartments.5
Identity, Security and Risk ManagementEvery change in the enterprise IT landscapecarries some degree of risk, and those whoyou choose to manage your IT services mustknow how to assess and minimize the risk ofevery change.When, for example, an organization beginsto adopt cloud models of delivery andencourages employees to use their owndevices then appropriate security practicemust be designed into the usage model.Every year, we see thousands and thousandsof new viruses and other instances of malwarebeing created. Increasingly, these are designedto attack specific enterprise, government andmilitary targets. In both public and privatesectors, the ability to combat these threats, isnow key to continuity: security and complianceare high on the agenda at both national andenterprise level.The design of your workplace must allowyour people to work securely whether theyare onsite or on the move, using lockeddown laptops or bring-your-own devices.All effective security and compliance strategiesmust be comprehensive in scope: any gapcan potentially lead to compromise across theoperation. The devices hidden in an electricalcloset must be treated with the same attentionas the video conferencing systems in theboard room.But security is not just about firewallsand encryption algorithms – it is aboutunderstanding culture and behavior bothinside and outside your organization.6Atos understands that good security isultimately not about restrictive practice: itis about ensuring that employees, partnersand customers are free to work togethersafely. In this respect, Atos seeks to makesecurity practice integral to all new businessdevelopment activity. When developing newmobility solutions with a client, for instance,how can we be fully confident that confidentialtransactions cannot be intercepted – whethermaliciously or accidently?As more and more of our clients need theiremployees to work effectively in virtual teamsin the cloud, we have seen a significant increasein all aspects of secure collaboration too.Compliance, reporting and authorized accessto information continue to underpin our clients’security requirements, and Atos deliversend-to-end secure archival and informationsecurity services.Leisure industry IDA leading player in the leisure industrywas losing significant revenues at its eighttheme parks through fraud. Personal visitorpasses were being used by whole families,hired-out and even resold to arriving guests.The simple biometric fingerprint solutiondesigned and implemented by Atos has putan end to ticket fraud, speeding entry foraround 30,000 guests a day.Our breadth of expertise is strongly enhancedwith industry-specific knowledge. Areas ofspecific expertise span the operations of today’spublic and private sector organizations. We areexpert in electronic ID and authentication, andare increasingly asked to use biometric securityin our approaches.Intelligent managed services infrastructure, applications, support
Application OperationsAtos manages the smooth and continuousend-to-end operation of business applications.This spans middleware, databases andinfrastructure. The scope of this activity isbroad and getting broader. Our applicationoperation teams have depth of expertise incore business applications using, for example,SAP or Oracle and also with the ongoingmanagement of enterprise databases.Industry-specific knowledge is central tothe Atos proposition, and this is also clearlyreflected in our application operations. Lookat any of the sectors on which we focus, andthere is a corresponding element of long-termapplication operations. Examples include: Manufacturing – PLM (Product LifecycleManagement) and MES (ManufacturingExecution Systems) Telecommunications – BSS(Business Support Systems) andOSS (Operational Support Systems) Utilities – Automated Meter Management Financial Services – Core insurance andbanking platform operations Public Sector – Management ofsecure archival.Intelligent managed services infrastructure, applications, supportAs a provider of long-term applicationoperations services, Atos directly addressesthe challenge our clients face in the need toretain sufficient skills in heritage applicationswhile keeping right up to date with the latestdevelopments.More than continuityApplication Operations is about more thanjust ensuring continuity of service. Wecontinually tune performance and monitorusage. Demand is rarely constant, andintelligent analysis ensures not only that wecan anticipate changes in demand and actaccordingly, but also provide substantiatedand actionable advice for excellence inplanning and development.When, for example, Atos is engaged on amajor SAP consolidation and harmonizationproject, the quality of reporting and analysisfrom application operations becomesvaluable input in the change managementand design process.The ultimate focus, however, will always comeback to the quality of the customer experience.Atos has invested in formal processes, tools andmetrics which reveal how well the technologyyou rely on serves the people who use it.Our achievements in this area areindependently recognized. With Oracle,for example, we have been awarded bothTechnology Partner of the Year and the SpecialAchievement Award for our work on Exadata.In an age in which the closed perimeter of theenterprise gives way to an extended network ofpartners, this need to monitor and understandcustomer experience becomes even morecritical, embracing the analysis of web andsocial media too.Exadata in actionAtos clients are achieving extremeperformance improvements with ourExadata services. For a major Germantelecommunications company we reduced13TB of storage to 1TB; critical batch runsfrom nearly 30 hours to less than 30minutes; and back-ups from three hours to20 minutes. For a high-tech client we beatall records to date, completing a batch runthat had previously taken nine hours in justsix seconds.7
Network and CommunicationsEverything is networked now. Virtual andhighly mobile work teams expect to be ableto collaborate effectively at any time, fromany location and using any device. It’s notjust employees who depend on the qualityand resilience of your network services. Theyextend across the entire business eco-system,to include your partners and your customersthemselves. In addition to person-to-personand person-to-process, we are witnessinga massive increase in machine-to-machinecommunication too.The quality of network communications has adirect impact on both enterprise sustainabilityand business efficiency. When, for example, fullscope converged communications becomepart of the enterprise culture, the cost andenvironmental impact of business travel isminimized as more efficient digital collaborationbecomes the norm.As a provider of managed network andcommunication services, Atos can manage allthird party relationships to ensure that yourvoice and data services meet growing demand.We ourselves actively manage over 72,000network devices connecting millions of people.Our strong relationships with leading networkand telecommunications companies driveus to continual innovation in networkingand communication.New rich media communications do morethan increase demand for bandwidth. Theynecessitate smarter and more responsiveallocation of network resources, and we makeit possible to scale up massively for peaks indemand, but without paying for permanentredundancy. As more and more enterprisesmake unified communications the businessnorm, with simultaneous voice and dataconferencing for distributed business teams,the need for agile management becomesever more critical.All five of our managed IT service focus areasdemand an exceptional depth of technicalunderstanding – and Atos is proud of its strongengineering background. It is the depth ofindustry-specific experience which underpinsreal differentiation.With network and communications, thisis particularly evident. A broadcast mediacompany needing to move massive productionfiles across private optical networks hasdifferent requirements from an energycompany needing to send applicationpatches to a fuel station point-of-saledevice over a public line.There are now over two billion internetusers worldwide, and as their constant useof social networking spills over into theway in which business works, Atos is keenlyfocused on anticipating and preparingfor this inevitable impact on network andcommunications management.Global quality conferencingOnline conferencing used to be a jitterysecond choice to face-to-face meeting – wellnot any more. When smooth multi-media,multi-party conferencing becomes partof the business communication fabric,quality is key to success. Since Atos hasbeen entrusted with the operation of onlineconferencing for this global company, usagehas increased by 400% in two years. Overthe last twelve months, we have delivered45 million top-quality conference minutes.Managed InfrastructureIn recent years, we have all seen significantchanges in managed services requirement forboth storage and processing resources. In thenot too distant past, managed service activityhappened mostly on the client site and focusedmostly on equipment the client owned.Advances in virtualization, network technologyand remote management changed all that. Andfurther advances in attitudes to the merits ofownership changed it further. Recent increasedawareness of the business importance of agilityand sustainability has changed it further still.But there are no clean breaks. Today, Atosprovides agile cloud-based delivery andInfrastructure-as-a-Service right alongsidemore or less traditional managedinfrastructure services.8Whether hosted or on-premises, we handlethe full cycle: Current state analysis and transformationdesign Provisioning, configuration anddata migration Remote monitoring and continuous tuning Upgrade and change managementGreen IT is also high on the agenda, and alldata center provision is designed for minimizedenvironmental impact.We are also one of the few global serviceproviders offering virtualized mainframeservices available on-demand with 100,000MIPS processing capacity. End-of-life services.More than costAtos is increasingly asked to make hostedresources available on demand, and hasinvested in a highly articulated network ofglobal data centers. Hosting is subject tostrict regulatory compliance which changesaccording to both industry sector and nationallaw, and Atos is able to help its clients designmanaged infrastructure approaches whichrespect both.This European insurance giant knewthat data center costs were high. Theychallenged Atos to make a difference.The business case for our data centerconsolidation program was clear: it wouldprovide annual savings of at least 7m andwould deliver full payback within three years.Although cost savings were important, theywere not the only prize – rationalizationacross the data center network reducedcomplexity and improved performance.Intelligent managed services infrastructure, applications, support
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Intelligent andindustrialized deliveryIn managed IT services, nothing is more important than the qualityof delivery. Across all five areas of Atos managed IT service specialty,the process and machinery of delivery are under continuous reviewand refinement.Our clients demand value, consistency andagility – and all this comes as a direct result of arobust and highly-industrialized delivery model,underpinned by strict alignment to ITIL industryservice models.The basic rules are simple enough: Prevention is preferred to intervention Automation is more efficient thanmanual fixes, and Every action must contribute toricher intelligence.Our Managed Service resource is global,and is coordinated as a single team. We haveretained strong capabilities in Europe, in orderspecifically to meet the compliance obligationsour clients face with regard to data hosting.All clients are given dedicated managementresources, and foremost among theirresponsibilities is the task of report analysisand the ongoing evaluation of changing need.10Our commitment to industrialized delivery doesnot mean there is no personalization. Quite thereverse. By automating to the maximum, we areable to do even more with our skilled servicedelivery teams. We have a globally coordinatedset of support teams with specialized unitsbased both in-country, and in near andoff-shore locations. In terms of languagesupport, Atos has the process and tools inplace to ensure that we can add specialistlanguage resource according to the individualrequirements of our clients.The quality of Atos service delivery has beenindependently recognized: we have, forexample, been recognized by Data Monitor asthe foremost provider of managed IT servicesto the telecommunications industry for twoconsecutive years.PartnershipsAtos is a vendor-independent IT servicescompany – as business technologists, ourvalue lies in our ability to turn technology intobusiness advantage for our clients – creatingnew and better ways of engaging withcustomers and helping the extended enterprisework productively, creatively and safely.To stay at the top of our game in managedservices, we need to be acutely tuned to thebusiness and technology developments beingdriven by the world’s leading technologycompanies. This drive is certainly recognized bythe many members of our partner eco-system– a great example is the 2011 award for MostInnovative Partner from SAP.Although we have active joint developmentinitiatives with all these industry leaders, therecent combination of Atos and Siemens ITSolutions and Services makes the Atos SiemensAlliance particularly noteworthy. A shared 100 million development fund feeds anexciting series of business solution programs insectors including healthcare, local government,manufacturing, transport and utilities.Intelligent managed services infrastructure, applications, support
Global data centersLocal data centersManaged service centersGlobal service desksLocal service desksThe pursuit of progressThe delivery of consistent, high-qualitymanaged IT services at fair and transparentcosts is core business for Atos. We haveserved some of our clients, with continuousservice contracts for 25 years and more.If you have not yet tried Atos, then it may betime to talk. If you are already a client, thenperhaps we need to talk more.Many people just don’t get excited bymanaged IT services. We most definitely do.For your employees and your customers,the quality of their digital experience israpidly becoming synonymous with thequality of their business experience – andin that, managed IT services are pivotal.Your business technologists.Powering progress.Intelligent managed services infrastructure, applications, support11
About AtosAtos is an international information technologyservices company with annual 2010 pro formarevenues of EUR 8.6 billion and 74,000 employeesin 42 countries. Serving a global client base, itdelivers hi-tech transactional services, consultingand technology services, systems integrationand managed services. With its deep technologyexpertise and industry knowledge, it workswith clients across the following market sectors:Manufacturing, Retail, Services; Public, Health &Transport; Financial Services; Telecoms, Media &Technology; Energy & Utilities.Atos is focused on business technology thatpowers progress and helps organizationsto create their firm of the future. It is theWorldwide Information Technology Partnerfor the Olympic Games and is quoted on theParis Eurolist Market. Atos operates under thebrands Atos, Atos Consulting and TechnologyServices, Atos Worldline and Atos Worldgrid.For more information, visit: atos.netFor more information, contact: dialogue@atos.netatos.netAtos, the Atos logo, Atos Consulting, Atos Worldline, Atos Sphere, Atos Cloud, Atos Healthcare (in the UK) and Atos Worldgrid are registered trademarks of Atos SA.March 2012 2012 Atos.
Atos is a leader in transactional services, both for payment and for fully outsourced CRM. Whenever a solution or process requires high volume transaction processing, often involving complex multi-party relationships, Atos is able to offer the service. Intelligent managed services infrastructure applications support 3
Moving from Managed Security Services to Secured Managed Services Managed Security as a Option Security is an add-on Challenging integration Not cost effective Secured Managed Services Security is built-in Intelligent collaboration Appropriate security Gartner: By 2006, 60 percent of firewall and intrusion detection
Managed Services, 64% of organizations are using Managed Services. Moreover, the global Managed Service market is projected to propel from USD 223.0 billion in 2020 to USD 329.1 billion by 2025, at a CAGR of 8.1%. The developed economies like the USA and Canada are the major revenue contributors in the global Managed Services market.
employees. All respondents either used managed services or were considering managed services for their SAP or Oracle workloads. Leaders are increasingly relying on managed cloud services (MCS) to help accelerate return on investment in SAP and Oracle for business-critical applications by delivering the skills to optimize cloud.
C h a p t e r 1 Salesforce Managed Package This chapter includes the following topics: Salesforce Managed Package Overview, 5 Salesforce Managed Package URLs, 5 Installing the Managed Package, 6 Uninstalling and Deleting the Managed Package, 9 More Information, 10 Salesforce Managed Package Overview You need the Informatica Cloud Real Time for Salesforce package (the .
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overview of managed services and a proven strategy for moving away from break/fix hourly service rates to a predictable, profitable managed services business model. For the managed services provider: This document provides an overview of how N-able has priced and packaged its remote monitoring and management software (RMM) and how our
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