Instinct 2.0Bridging the Gap between the Disparate Needs ofOrganizations and End-Users

Global Outsourcing / Infrastructure Management the way we do it

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Bridging the Gap between the DisparateNeeds of Organizations and End-Users

Mass deployment of CustomDesktopsCapgemini has drawn on its experienceto design and build a best-in-classdesktop environment containing sixcore components. These six compo-nents contain more than 70 services ina single standardized service catalog.

Leveraging this catalog optimizes anorganizations ability to standardize withits need to provide for differing enduser requirements. It enables significantcost savings, maximizes supportefficiencies and minimizes the desktopsecurity surface. Choosing from Instinct2.0 services also enables easy customi-zation for end user requirements,resulting in increased productivityand enhanced user experience.

Capgemini has designed a new environ-ment from these pre-built and testedcore components, tied together withstandardized, robust and scalable direc-tory services in order to meet the stan-dardized needs of organizations and thecustomized needs of end users. Thisenvironment is secured with data pro-tection and backup services, andincludes pervasive search and indexingcapability.

The Instinct 2.0 desktop architecture,Capgemini’s Standard OperatingEnvironment (SOE), is a pre-defined,layered and controlled build ofstandard hardware with core operatingsystem and software, and optional role-based applications.

End user customization within the SOEhappens incrementally, and broad workstyles are defined based on criteria rele-vant to the organization. These work

styles are logical groupings of end userswho share common requirements. Theycould be based on common informa-tion requirements (such as access toa finance suite of applications), physicalrequirements (such as the need to workfrom multiple locations), or simplybased on device type. Enabling compo-nents are chosen from the standardizedpre-built catalog of services andmapped to the work styles to create animage customized for end user require-ments. User-specific applications arecontrolled through applicationvirtualization or directory services withbuilt-in self service and automatedworkflow capabilities.

Capgemini draws on its experience ofcomplex integration and transition tomigrate its clients to their new environ-ment. By leveraging mass deploymentcapabilities, Capgemini ensures thatdeployment happens quickly – withlow risk and minimal disruption –providing high availability andproductivity.

In this way, a single desktop solutioncan now meet the previously conflict-ing requirements of organizations andend users.

Today, organizations are looking tostandardize their desktop environmentto reduce total cost of ownership. Endusers are looking for a more cus-tomized desktop experience, whichallows access to role-specific services,whenever and wherever they need.Bridging the gap between these con-flicting needs is challenge enough. Addthe barriers to entry of design, develop-ment and complex transformation withthe huge potential cost and risk of massdeployment and the challenge becomessignificant.

Capgemini has designed Instinct 2.0 toenable organizations to bridge this gapthrough a single desktop solution thatcan now meet the needs of both endusers and organizations. Instinct 2.0quickly transforms the desktopenvironment into a high performance,highly available and scalable platform.

Global Outsourcing / Infrastructure Management the way we do it

Bridging the Gap between the Disparate Needs of Organizations and End-Users 3

BranchOce

ApplicationDelivery

Communications& Collaboration

SystemsManagement

ServiceHelp Desk

Security

4

Core Components

AApppplliiccaattiioonn DDeelliivveerryyDelivery to thick / thin / virtual clients with on demanddelivery & self-service workflow, application virtualization,optional SaaS components.

MMeessssaaggiinngg && CCoollllaabboorraattiioonnFull standardized unified messaging suite with optionalcomponents & full support for mobile access. Virtual teaming /collaboration options.

SSeeccuurriittyyClient, server, edge security including firewall, anti-virus,malware, patch management, file & keyword filtering. Identity & Access Management including policy-basedmanagement, directory services, single sign-on, VPN. Utilizing technologies from Microsoft, Quest, Kaspersky,Sophos, CA, Virus Buster, Norton

SSeerrvviiccee // HHeellpp DDeesskkShift Left execution through leveraging extensive knowledgebase, problem / incident / change management, self service(workflow / automation to authorize & deliver software, selfservice for common tasks: distribution lists, password issues).Utilizing technologies from Microsoft, Remedy, Primus, Quest,Courion, others

SSyysstteemmss MMaannaaggeemmeennttDiscovery, Monitoring, Asset Management, remote control,diagnosis & fix, service management, SLA reporting. Utilizingtechnology from Intel, Microsoft, Remedy

BBrraanncchh OOffffiicceeCapgemini’s Branch Office in a Box provides file & printservices, authentication, network services, applicationdeployment, TCP acceleration through a proven solution.Utilizing technolo-gies from Microsoft, Packeteer

Key Benefits Include:

•Performance & availability gains with application virtualization

•Speed to provision applications•Automation / self-service cut costs of support•Risk avoidance: protect your investment through packaging once with application virtualization

•Flexibility in client architectures

•Cost avoidance in time & travel expenses•Enhanced productivity•Anywhere access

•Minimal surface window on standardized desktop reduces risk, complexity, cost

•Productivity gains from single sign-on •Secure anywhere access•Risk avoidance through holistic fully managed edge security

•Reduced cost through Shift left•Faster mean time to repair•Risk management through authorization / authentication control

•Single Point of Contact takes ownership, improves experience

•Multi-lingual capabilities

•Cost savings from PC power management•Cost savings through leveraging remote resource•Pro-active system management increases availability, avoids cost & risk

•High performance and availability

•Flexible/ fast provisioning of geographies, offices, end-users •Cost reduction from server consolidation/ centralization with decreased management overhead

•Enhanced availability with auto fail over from data centers•Productivity gains from high performance through caching/ acceleration

•Risk reduction from driving data back into secure data centers

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Global Outsourcing / Infrastructure Management the way we do it

Bridging the Gap between the Disparate Needs of Organizations and End-Users 5

The cost advantage of reducedcomplexity and time todeploymentCapgemini has strong relationshipswith today’s most important desktoptechnology vendors who provideinsights, influence and direct channelsto engineers and delivery personnel.By packaging the latest desktop techno-logies with pre-built network, systemand application integrations, clients areable to access leading desktop techno-logy earlier than they could themselves.

Capgemini’s standardized catalog ofpre-built service componentsdramatically shortens the time and

complexity of designing a new desktopenvironment, slashing project andintegration costs and enabling muchfaster transformation. Becausecomponents like Capgemini’s BranchOffice in a Box (BOB) can beimplemented quickly, it can providereal business advantage.

Choosing from pre-built andstandardized components means fast,simple design and deployment. It alsomeans that the new environment iseasier to manage and support. Notsurprisingly, the resulting reduction intotal cost of ownership of the desktopenvironment is significant.

UserElements

ApplicationDeliveryControl

CommonElements

CoreBuild

User Specific Applications Layer 4

“Work Style” Applications Layer 3

Common Application SoftwareControl policy, remote control, software distribution,Inventory, Patch Management, A-V etc

Layer 2

Operating system Layer 1

Hardware Manufacturer and Model Layer 0

6

Leverage a Global DeliveryNetwork for Performance andAvailabilityCapgemini’s global delivery networkincludes tens of thousands of serverspre-positioned with pre-assembledtechnology; 22,000 outsourcingemployees; and the experience of morethan one million desktop userssupported across the globe. Leveragingthis network provides massiveeconomies of scale.

Capgemini’s global network follows theRightshore® approach. Rightshore isthe ability to deliver in the rightlanguage and dialect, at the right timeand from the right place, getting thebalance between front office and backoffice right.

Rightshore reduces costs by leveragingthe right skills from the right place toachieve massive economies of scale.With the ability to provision resourcesglobally to optimize employeeproductivity, the Capgemini worldwidenetwork ensures high performance andavailability.

Capgemini also leverages its people,processes, extensive knowledge base,remote toolset and automationtechnologies in its Shift Left strategy.This leverage point can prevent manyissues from occurring. And if issues dooccur, it drives down the mean time torepair.

Instinct 2.0 uses proactive systemsmanagement, patch management andconflict management to prevent prob-lems before they occur. Capgemini alsouses self-healing system management

Details: Branch Office in a Box

Capgemini’s Branch Office in a Box (BOB) means all branch office functions can bedelivered by a single server, requiring dramatically less management and support overhead.

• Authentication locally – quick logon time

• File serving access – near LAN speed over the WAN with no need for local backups: all data is stored in the data center and accelerated and cached on the BOB server

• Automated failover – all services are delivered from the data center if the BOB fails

• Local Systems Management distribution point – all software and patches are cached

locally, delivering updates to desktops fast

• Local printing through Active Directory published printers – easy to find and locate a

printer, quick spooling of print jobs

• All network traffic is accelerated (including internet browsing)

Branch Office in a Box is a core component of Instinct 2.0. It was originally developed forinternal use at Capgemini and has since been repeated at a number of client sites. It offerssignificant improvements to availability and productivity in a branch office environmentthrough WAN and TCP acceleration and automated failover. Data is centralized in the datacenter, improving security and simplifying management. Branch office infrastructure issimplified and consolidated to reduce the cost of hardware and support.

Branch Office in a Box gives rapid, flexible provisioning of new offices, geographies andusers.

Bridging the Gap between the Disparate Needs of Organizations and End-Users 7

Global Outsourcing / Infrastructure Management the way we do it

Capgemini’s desktop service issupported by a very large globalnetwork, 40 years of integrationexperience and advanced systemsmanagement capabilities. This massivescale ensures high availability andproductivity.

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technologies and built-in self-diagnosiscapabilities to prevent problems.

Self-service and Capgemini problemresolution knowledge management aredelivered through a combination oftechnologies presented in a self-serviceportal. Options include workflow andautomation for delivery of authorizedsoftware; self service for common taskssuch as distribution lists and passwordissues; and self service problem resolu-tion through publishing of Capgemini’sknowledge base. Remote support ishandled through a single point ofcontact fully empowered to take owner-ship and fix issues. Capgemini resolves90% of all incidents that can be fixedremotely at this point of contact. Localsupport can take place on-site eitherthrough physical requirement to resolveor by another choice of the client.

Capgemini’s market leading Shift-leftstrategy, in combination with theRightshore® model, delivers atransformed desktop environment thatis highly available with significantlyreduced operational costs. As a result,end users can access what they want,when they want it, wherever they arestationed with fewer issues and a fastermean time to repair. This drivesoptimal productivity withoutcompromise on cost.

Why Choose Instinct 2.0 fromCapgemini?Capgemini is a leader in the desktopservices market, currently supportingover one million end users worldwide.Instinct 2.0 continues a rich traditionof delivering innovative services. Itbridges the gap between the disparateneeds of organizations and end users byoffering a choice of pre-built,standardized services that can becustomized for end users. It providesmass deployment of custom desktops,enabling rapid transformation.The result is a flexible and scalabledesktop environment with a far lowertotal cost of ownership.

Front Oce

Onsite / Onshore locations

Services requiring cloxe proximity

Client interface

Client team collaboration

Back Oce/s

Nearshore / Farshore locations

Low-cost delivery

Remote support

Development

MassHealing

SelfHealing

SelfService SPOC Remote On-Site

Person Calls Support

Cost per Incident

Solve problems...

Automation Remote Support Local Support

Before theyoccur

When theyoccur

Before a person

calls

Whena person

calls

When allelse fails

Problem OccursPrevention

I2.0 17032008 WR ST

Copyright © 2008 Capgemini. All rights reserved.

Capgemini, one of theworld’s foremost providers

of Consulting, Technology andOutsourcing services, has a uniqueway of working with its clients, calledthe Collaborative BusinessExperience.

Backed by over three decades ofindustry and service experience, theCollaborative Business Experience isdesigned to help our clients achievebetter, faster, more sustainable resultsthrough seamless access to ournetwork of world-leading technologypartners and collaboration-focused

methods and tools. Throughcommitment to mutual success andthe achievement of tangible value, wehelp businesses implement growthstrategies, leverage technology andthrive through the power ofcollaboration.

Capgemini reported 2007 globalrevenues of EUR 8.7 billion andemploys over 82,000 peopleworldwide.

More information about our services,offices and research is available atwww.capgemini.com.

About Capgemini and the Collaborative Business Experience

www.capgemini.com/instinct_2.0/

Capgemini Global OutsourcingInfrastructure ManagementTransformative Desktop ServiceRightshore® Delivery