Infrastructure Outsourcing Services Overview: Canada

Evolving network and security technologies and operating models such as utility computing are radically changing the infrastructure services market. This has triggered the rapid growth of remote infrastructure management—services delivered remotely from onshore, nearshore and offshore locations.

Accenture's approach to infrastructure outsourcing embraces this new direction. We offer a flexible set of services—from totally transforming your service delivery model to a surgical strike to address a specific cost or performance issue. Our goal: to enable your business to achieve high performance. You need the right infrastructure at the right cost to support the applications and business processes that will help you reach that goal.

Accenture is a leading global Infrastructure Outsourcing service provider. We have more 4,500 people worldwide serving more than 120 clients daily. Our infrastructure outsourcing services offer executives more control over their IT value chain, performance and investment focus.

We can help you:

• Increase IT flexibility, scalability, predictability and security without losing command of your total IT performance.
• Achieve up to 35 percent of cost savings.

When you couple our Infrastructure Outsourcing with our Application Outsourcing and Business Process Outsourcing services, you can get even greater results:

• A single point of management and responsibility across all levels of technology.
• Problems and root cause diagnosis.
• Coordinated development and production environments.
• Simplified contract management, program management and reporting.

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We blend on-site and remote management to optimize, manage and evolve infrastructure technology for Canadian companies. We can support a single application or an entire IT organization on-site, from across the country or across the globe. Our delivery centres and staff are certified in industry process excellence and security standards such as IT Infrastructure Library (ITIL), BS17799, ISO9001 and SAS70.

Accenture knows how to manage complex deals. We know how to handle transitions and transformations. We integrate services so they provide the highest value and directly correlate them to business benefits.

These are the building blocks of our outstanding Infrastructure Outsourcing:

• Service Transition and Transformation—A change program to fundamentally alter your infrastructure’s performance and cost profile. Includes developing centralized delivery models, server/storage consolidation, network convergence/rationalization or transitioning to Accenture’s managed services offerings. We team with our Infrastructure Consulting group of more than 3,000 people to deliver high performance IT transformation.
• Integrated Service Delivery—Starting with predefined managed services as building blocks, we tailor services based on client needs. Each managed service is valuable as a standalone service or, when bundled, can deliver even more value and higher performance.
• Service Management and Reporting—We provide all the processes and information you need to effectively manage demand. We also give you insight into the performance of the infrastructure management function.
• Technology Spend Management—The program management, supplier management and commercial operations required to reduce your overall IT non-payroll costs. Includes services, hardware and software spend.

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• Security—Accenture provides secure end-to-end connectivity through a multi-faceted approach that includes firewall management, intrusion detection, identity management, end device and messaging security, and security policy.
• Desktop Management & Mobility Services—Accenture manages the entire lifecycle of desktop, mobile and print devices to provide a stable, high-performance work environment.
• Hosting Services—Accenture provides a full range of on-site and remote hosting services, either in its own data centres, those of its clients or through strategic providers
• Messaging & Collaboration Services—Accenture offers services to enable virtual work processes and support effective communications. All services are available with secure anytime/anywhere access via the Internet.
• Network Management Services—Accenture promotes the centralization and convergence of voice and data networks, including transitioning from dedicated networks to secure Internet transport, migrating to a common voice/data infrastructure, aggregating purchasing, optimizing network management and strategically sourcing administration and management from best-location resources.
• Technical Support Services—Accenture provides complementary levels of telephone, online and deskside technical support built upon solid support model definitions, processes, technical infrastructure, training and communications. Accenture’s multi-faceted approach to monitoring services ensures high customer satisfaction.

• Help-desk support available 24/7 for customer-specific applications and standard hardware and software issues.
• E-support (Web-enabled, self-service support), including:
  • Online and offline options to resolve technical issues any time of day.
  • A user-friendly searchable library of technical solutions.
  • Protection of critical applications. o Real-time updates.
• Deskside support (in person), ranging from basic hardware troubleshooting to special-dispatch support.