EOH Managed Services EOH MANAGED & OUTSOURCED SERVICES. We re in IT together

EOH Managed Services EOH MANAGED & OUTSOURCED SERVICES We re in IT together

At EOH, we partner with our customers to add value at every step of the journey, helping them transform their organisations and enabling innovation. We re in IT together Outsourcing, when done right, is about far more than a cost reduction exercise. When you connect with the right partner one who will work with you to achieve your business goals and deliver true value innovation and business benefits are guaranteed. In today s increasingly interconnected, globalised world, no company functions completely independently. Instead, businesses form partnerships: with customers, with suppliers and with service providers. Many companies turn to outsourced service providers for functions they do not have, or wish to have, in-house. However, very few outsourced service providers enter into true partnerships with their clients, and even fewer businesses realise the full potential and results outsourcing relationships bring. Without a partnership where both parties are equally responsible for the results, outsourcing will remain a mere cost-reduction exercise rather than a powerful business strategy that results in competitive advantage. To ensure the right outcomes from their investment in an outsourcing strategy, it is crucial that clients select a partner that can deliver on the basics, but also understands how to deliver on the value expectation. At EOH, we partner with our customers to add value at every step of the journey, helping them transform their organisations and enabling innovation. We understand that business is dynamic. Our approach to jointly managing the relationship enables us to align our client s tactical and strategic objectives. We become an integral part of your business, aligning to your strategy, vision and people, to provide seamless and responsive services with effective outcomes. Delivering real value and real results To achieve success in outsourcing, mature buyers know they must go beyond the contractual basics and breathe new life into today s static methods. EOH s Managed Services division has developed the Outsource Value Management Framework to not only assist you to managing the relationship with us more effectively, but to ensure the delivery of consistent results and value in the process. We believe in shared outsource management structures that build transparency, collaboration, and trust. Basing these on a solid outcome-based framework ultimately leads to delivery of the right results and value.

Measure what matters Outsourcing relationships are not transactional; they depend on both parties creating a single, structured management environment that focuses on delivering on the client s business objectives. While Service Level Agreements (SLAs) have proven themselves useful in the past, they create the danger of a tick-box mentality, leaving very little room for strategic innovation. According to Forrester, injecting innovation into the outsourcing relationship is no small task, given that customers and suppliers typically expend enormous energies on service transition, only to succumb to engagement fatigue once it is achieved. At this point clients are often left asking Where is the innovation and value?. Setting up the right measurements is not simple, which is why organisations find it easier to rely on metrics like SLAs. Measurement of results needs to evolve over time, as the business evolves. The generation of value should therefore be the core measurement of any outsourced partnership, and it is only through becoming a core part of the business that an outsourced service provider can continually generate value. Without the right measurements, no organisation can deliver on set objectives. Metrics that support the required outcomes at any point during the term of the outsource are needed. Measuring what matters is the key to outsourcing success, increasing certainty, building long-term trust and enabling the results offered by a strategic outsourcing relationship Measuring what matters and achieving results can only be accomplished through teamwork. People are just as important as processes for value delivery. More and more, the mature user of outsourced services is coming to appreciate that a higher level of openness, trust and collaboration are critical to the success of complex outsourcing arrangements the analysts at Deloitte say. Outsourcing is a long-term strategic investment, and as such, can only deliver on business goals when approached as a partnership between the service provider and the customer organisation. Sustainability can only be achieved if the objectives of all stakeholders are achieved. True IT outsourcing value can only be found by leveraging the full potential of partnerships. By working together as strategic partners, the customer gains more control over the outcomes and enables EOH to deliver on client-aligned strategic objectives. To do this, the roles and responsibilities of the outsource management team need to be clearly defined so that teamwork becomes natural to all involved in the partnership. This ensures all individuals are aligned, making managing the right things in the right manner much easier. Emphasis must also be placed on the key processes that underpin the required outcomes. While processes like ITIL and other industry standards are important, other processes associated with delivery of value and the administration of the relationship are often totally neglected. Innovation, for example, is one of the most common value drivers for all outsourcing. An innovation process with its supporting structures must therefore be defined to facilitate the ability to deliver innovation within the context of the client s strategic objectives. Another example of a process often not well-defined is that of risk management. Both parties inherit risks from each other that must be managed. Although typically both parties have risk management processes, a single process needs to be adopted. Usually, this would be the client s process. At EOH we tailor the management framework of each outsource relationship to deliver the required outcomes. A quality service does not in itself deliver business value. Our management approach goes beyond this to embrace the ability to analyse and identify opportunities to improve quality, assist in increasing revenue, lowering costs and managing risks across our clients entire IT value chain. The performance of all involved in the outsource, whether parttime or full-time participants, should be managed based on their contribution to the objectives of the outsource for a given period.

Transformational analysis and the innovation process Our ability to collect and analyse information across our client s IT value chain is fundamental to transforming their IT service delivery on a continuous basis. Together with our clients, we analyse this information and identify potential value-generating initiatives. Working in unison with our clients, we create a collaborative, structured and open environment in which to get everything right, first time. Service delivery aligned to value delivery Fundamental to the ability of an IT outsourcing service organisation to add sustained value over the term of an outsourcing contract, is to provide a fully-integrated service delivery platform. Only by having this core capability, can opportunities for service and cost improvement be identified and acted upon with the assurance that the right outcomes will be delivered. EOH s integrated service delivery platform is made up of a complete set of competencies, industry standard processes and supporting systems. It is this combination of people, processes and technology that enables EOH to support our clients endto-end IT outsourcing requirements and outcomes, delivering outsourced value and results right, first time.

Making It Happen, Making It Real The idea of strategic partnership can just be all talk if there isn t a really practical mechanism to make it happen. At EOH, we have built a complete method and set of tools that sets relationships up for success. Whether the outsourcing process is focused on infrastructure, applications or IT service management, EOH applies a consistent methodology and toolset to establish the level of partnership required to attain true strategic value from the outsource relationship. Our service transition methodology is built to unlock early value for our customers. Over and above the values described in our proposal process, we always strive to deliver more as our understanding of your organisation increases. This is the foundation of our partnership. We work with you from due diligence all the way to execution to deliver a transformational outsourcing plan that guarantees cost savings and delivery of value, with consequences if we do not deliver. SERVICE TRANSFORMATION CONTINUOUS SERVICE IMPROVEMENT AND INNOVATION MANAGEMENT Management Tools EOH OUTSOURCING VALUE MANAGEMENT FRAMEWORK Management Tools DUE DILIGENCE SERVICE PLANNING AND IMPLEMENTATION OPERATE AS IS STABILISE

Our tools are used throughout our customer journey or value chain, from inception throughout the service management lifecycle. Practically, these are the tools and intellectual property that we have developed over years of providing the outsourced services that have made our outsource partnerships successful. These tools are future-fit and encapsulate the future of IT, ensuring that we are positioned to deliver next generation IT through the outsource contract. Tools to achieve true outsourcing value: STEPS IN THE LIFE CYCLE ESSENTIAL TOOLS YOU NEED TO PROGRESS VALUE TO YOUR BUSINESS Transition Methodology EOH s Transition Methodology is an ISO 2000 certified process, combining multiple tools designed to lower risk, while equipping the business for improved outcomes. One of these is the EOH S197 tool set, a welldefined and tested approach to transitioning staff - key and critical to change. Reduces transitional risk. Talent and knowledge is retained and successfully equipped to adapt to change. Provides a platform for service improvement and growth. Designed to manage the risk to your business of transferring your best people, EOH S197 Toolkit ensures we nurture your talent. Transformational Analysis By applying the EOH Assessment Tool Set as part of our due diligence we gain deep insights and understanding of the entire environment, from your management to technology, service, governance and security. This readies us to provide relevant and appropriate expertise and skills. As your outsource partner EOH can provide meaningful, tangible input, while identifying strategic-aligned opportunities, equipped to deliver value beyond just the SLA. Relationship Management: EOH s Outsource Value Management Framework is a relationship management framework made up of forums, processes, governance structures, measurement structures and more. A comprehensive framework, with checks and measures in place that has been designed to deliver value across every area of the outsource partnership. Strategic Value Management Measurements that Matter: EOH s Radical Outsource Scorecard is an outcomes-based measurement framework that moves you away from measuring pure SLAs to measuring transformational, innovation and service-based outcomes. Real value-based outcomes can now be measured. This includes factors such as user-satisfaction, innovation, outcomes and growth. EOH Governance Connect is an assessment tool designed to allow EOH to understand your IT GRC framework. Alignment of the Client s GRC (Governance, Risk & Compliance) processes with EOH ensures our compliance with your governance requirements.

STEPS IN THE VALUE CHAIN ESSENTIAL TOOLS YOU NEED TO PROGRESS VALUE TO YOUR BUSINESS Operational Value Management Cost-efficiencies: EOH improves your ability to manage costs over long periods, while ensuring economies of scale through its sheer size and buying power. EOH OpenBook not only provides transparent and clear pricing options but also pegs a margin with the risk being shared by both parties. Our Pay-per-Use Model significantly lowers infrastructure and software costs, while making it easier to deploy. Greater Control: EOH Cloud Manager literally puts the power in your hands and equips you to manage your compute resources in the cloud. A cloud-agnostic layer, EOH Cloud Manager directs the distribution of your compute across all cloud alternatives worldwide, including our own EOH Cloud. Realise the full value of outsourcing through cost savings, economies of scale, and paying only for what you need. Enhanced, improved and augmented. We allow you to gain cost optimisation across the different ownership models. Greater control, flexibility and agility through cloud solutions, with a single portal to create, provision, monitor and manage all your different cloud services. EOH Cloud Value Track is a cost tracking model that enables you to understand the Total Cost of Ownership between your owned infrastructure assets and cloud service-based infrastructure. Transformation. Innovation. Service Improvement Business revolution realised: EOH Domain Specific Maturity Assessments uncover opportunities to improve IT services and save costs. EOH Finance provides asset finance solutions to creatively manage your IT investments. Innovation Process Management provides a formalised process of delivering innovative solutions from within your business and our workforce management systems, enabling efficient and effective management of resources and skills matching to ensure your transformation, innovation and service improvement opportunities become a reality. Free up capital to invest in innovation for business. Improved service delivery, greater efficiencies, lower costs and improved user productivity. Develop a portfolio of potential value generating initiatives. Align strategic objectives and innovation opportunities to ensure value enhancing outcomes. Conclusion By partnering with EOH, you can achieve true partnership and business transformation in the outsource. We guarantee delivery of value from IT that is fit for the future. We are set up to deliver IT transformation in our outsourcing partnership with you.

EOH Managed Services We re in IT together Contact our outsourcing experts today: Hubert Wentzel 011 607 8136 hubert.wentzel@eoh.co.za Lisa Fielder 011 607 8547 lisa.fielder@eoh.co.za Or email us on info.managedservices@eoh.co.za EOH Managed Services Block C, EOH Office Park 1 Osborn Lane, Bedfordview, 2026