Getronics – background & DSMP overview

Getronics Vision & Mission

Our vision To be a leading international Information and

Communication Technology provider with outstanding expertise in workspace management and application services.

Our mission To design, build, deploy and manage flexible and

innovative end-to-end solutions, working together with our partners and clients, in order to optimise and increase the productivity of our clients' mobile knowledge workers.

Who we are

2005 revenues of €2.6bn

Worldwide team of over 25,000 professionals

Direct presence networked across 30 countries

Extended service coverage in 90 countries

Largest European-owned ICT services company

HQ Amsterdam – regional offices UK, USA,Spain & Singapore

Getronics United Kingdom & Ireland

T/O €309m

2,000 employees

8 major locations

4 Enterprise Service and Network Centres

1 National Data Centre

High Availability Business Continuity Centre

UK Headquarters

What Getronics does

Getronics provides end-to end services which manage the workspace, the infrastructure over which information is delivered, and the applications that ensure users are productive.

Our Global Portfolio

The Getronics portfolio combines a set of complementary services:

Application Services Workspace Management

Services Technology Transformation

Services Communication Services Security Services

Combining these services, we can offer our clients a secure, managed workspace: we can ensure the availability and performance of the business applications they rely on: we ensure their voice and data communications are responsive and agile: and we keep our clients' ICT environments aligned with appropriate technology evolution through our technology transformation services.

How we deliver our solutions

Our global portfolio provides the building blocks that allow us to create customer specific solutions

Who we work with – our strategic alliances

Getronics is vendor independent We are free to choose the ‘best of breed’ solutions We choose vendors to match our clients requirements

Getronics has built strategic alliances with some of the top ICT companies in the world We can leverage their latest technologies & skills,

gain beneficial pricing, and expect exceptional service for our clients

Dell – Gold Partner status Getronics has more than 2000 Dell trained specialists

Microsoft – Gold Partner status Getronics has more than 2000 Microsoft trained specialists

Cisco Systems – Gold Partner status Getronics has more than 1000 Cisco trained specialists

Leveraging our Global capability

24/7 coverage round the world, using ITIL Best Practices

2 Data Centres 2 Network Security Operations Centres 7 Global Service Centres

Getronics Global Service Centres – combined with local support for implementation, deployment & logistics

UK

Our reputation

Ranked 4th Worldwide for Network Integration Services (IDC)

Ranked 5th Western Europe Managed Services (IDC)

Top 20 provider in World IT Services market (Gartner)

Top 10 position for desktops managed (Datamonitor)

Provider of quality services to our customers for over 50 years

Business relationships with many clients exceeds 20 years

Instrumental in the development of ITIL Best Practice in the 1980s, educating more people globally than any other organisation

Who are our clients

Our clients include:

European InstitutionsHewlett PackardINGItalian ministriesMitsubishiNovartisPirelliSanpaolo IMISantander Central HispanoShell Target CorporationThe Home Depot

ABN AMROAegonBarclaysBBVA BPCiscoCitigroup Inc. CSCDELLDSM Dutch ministriesEDS

Finance 32%

Other9%

Technology, media and

telecom11%

Retail & Transport9%

Manufacturing14%

Government25%

We manage 4.6 million client assets around the world

We service 17 of the top 20 global Financial Services Institutions

Our experience in Financial Services

Comprehensive end-to-end solutions - full leverage of Getronics Portfolio

Optimise and enable the productivity of financial service knowledge workers

Improve our clients' customers' experience of financial services

Getronics services 1 million seats in Financial Service Institutions

50,000 branches run Getronics software

60,000,000 credit cards managed 350,000 teller peripherals deployed

We service 17 of the global top 20 Financial Services Institutions:

Our approach to Financial Services

Experience and vision

Cost leadership

Global reach

Scope

Reduced risk

Getronics has 50 years experience delivering services and solutions to Financial Service Institutions: much of this experience helps our clients interact with their customers.

Getronics is consistent: our world-wide offer is available 24x7 and delivers global support through international service centres.

Getronics combines infrastructure and application services. An end-to-end service delivery approach guarantees the committed service levels.

Getronics uses proven technologies and applies them to accelerate time to market. Security is inherent to everything we do.

Getronics’ services portfolio is designed for predictability and cost effectiveness: it removes complexity and allows clients to focus on their business.

Supporting Barclays since 1987

Scope: Over 250,000 IT assets, 2000 UK branches, 50,000+ desktops, 10,000 users, Help-desk, Legacy base, Refresh base, over 23 domains

• Hardware maintenance & support• IT Help Desk service • Deskside support• IMAC services• Contact centres• Mobility / Blackberry• Roll-out programmes• ITIL consultancy and education• Infrastructure deployments• Project services: Sharepoint Portals; VIP; etc.• Application Development; integration; migration

Why did Barclays choose Getronics?

Getronics’ minimise the risks for Barclays Getronics extensive knowledge of Barclays organisation

means we can ‘hit the ground running’ Getronics programme structure, governance & risk

management processes Accountability – Getronics acts as single point of contact Getronics use of established, flexible, business-driven

methodologies – ‘Best Practise’ Getronics’ track record of managing similarly complex

programmes for other clients and driving this kind of programme successfully

Getronics’ assurance of quality CMMI certification Prince2 practitioners

DSMP - Transition

• Take over the existing (EDS) services and maintain stability to:• Eliminate negative impact on Barclays• Manage any risk to service • Control environment and impact of change• Provide a solid foundation for Transformation programme

• Services will be known as BDS+ (Barclays Desktop ServicePlus)

• Transition process should be transparent to users – no impact

• Introduce initial service improvements quickly (Plus points), prior to release ‘0’

How the Service Desk will support Barclays

OnsiteServicesRemote Support Services

Users

ServiceRequestPortal

Logs incident inPeregrine

BAUApplicationRequests

TransformationProgramme

ModelOffice

DesktopSupport

AssetMgmt

ServerSupport

PackagingAntivirusSoftwareDistribution

Incident MgmtLogical IMACsBlackberry

HardwareSoftwareFinancial

PerformanceAvailabilityCapacityMonitoringSystems Mgmt

DesktopSupport

Incident MgmtPhysical IMAC

Barclays and 3rd Parties

NetworksBusiness

ApplicationSupport

Attempts toresolve problem

Route ticket to solver group

Resolved tickets

ApplicationMigration

SelfService

PasswordResetAccountUnlock

Barclays@ssist

Resolved tickets

Resolved tickets

DSMP - Transformation

Scope of Getronics contract• Desktop roll-out, desktop deployment, hardware/software

asset management, mobility, application packaging and deployment, hardware maintenance, IMACs, Help-desk (II line), hardware procurement, Managed Print Services, Active Directory, server management, remote desktop support

• 30,500 Users (UK)• Business Areas

• UK Banking (non-branch)• Wealth Management• International Retail & Commercial Banking (IRCB)• CIO and Central Support, Barclays IT

What will BDS+ offer under Getronics

• Incident Management • Supplier Help Desk• 24x7 remote support• Desk Side Support• Break-Fix• Asset Reporting

• IMAC• Infrastructure Services

• Server Management• Security (AV, Patches, IDS)• Common Operating Environment

• Operational Service Management • Application Delivery• Active Directory• Mail Services• Collaboration Services

The Team : Barclays Business and Services

Mark Kenealy

Managing Director UK & Ireland

John Kotula

DSMP Programme Director (DSMP)

Martin Goldstein

HR Manager

Mark Bowen

Commercial Support Office

Geoff Smith

Client Service Director (BAU)

Stuart Appleton

Member of Main Board & Barclays

Executive Sponsor

Guita Blake

General Manager Barclays Business &

Services

Lorraine Hopkins

Business Development

Caroline Kerr

PA and Admin Support

Dennis Kenney

Transition QA

Rogier Bronsgeest

SVP, Shared Services

Don Gray

Head of Operations

Getronics DSMP Programme Organisation Chart

DSMP portal

DSMP portal hosted by Getronics to allow colleagues in both organisations to access and share information more dynamically. Access to detailed information about all workstreams in

the Transition & Transformation programmes Team sites / SharePoint Who’s who and contact details User guides & templates News and updates Links to important documents and sites Facility to upload and download large documents Secure site only accessible via invite from PMO

Getranet – Getronics intranet

https://www.getranet.com offers access to detailed information about:

Our company and its structure Our portfolio Our alliance partners Our clients and case studies (Client Reference Knowledge

Base - CRKB) Colleagues HR, compensation & benefits and other employment

details News – inc. what’s happening in other Getronics countriesDirect access to Getronics Virtual University (GVU) Team sites Self-ticketing Service Desk (for Getronics calls)

Getronics Virtual University

The GVU is Getronics global e-learning facility, supporting professional development throughout the world

GVU offers certification courses and up to date on-line reference - any where, any time, any where.

All Getronics employees (and some clients) have free access to over 4000 courses, in 13 languages

Technical courses include vendor certification programmes, general technology topics and desktop end-user skills.

Business and interpersonal skills courses include subjects such as financial and business management, leadership coaching, decision-making and communications.