Managed Services

What is a managed service?

Managed Services is the practice of delivering services and taking full responsibility for the regular management, maintenance, and support of IT functions and processes on a continuous basis. It is an alternative to on-demand outsourcing models like projects, where the service provider performs on-demand services and bills the customer only for the work done.

With ever-increasing cost and complexity of IT services within the federal government, Managed Services provides a cost-effective way for agencies to stay up to date on technology, providing more capability and access to new technology for the agency’s end-users. The agency and the Managed Service Provider (MSP) are bound by a contractual, service-level agreement that states the performance and quality metrics of the relationship. With this agreement, the MSP assumes and manages the risk for the agency. Having the industry knowledge and expertise in their specific areas, the MSPs are in a very good position to manage, reduce, and/or avoid the risk completely. Services are typically priced on a subscription basis (e.g., fixed-price monthly fee, based on a set of services, number of users, etc.) so agencies only pay for what they use. However, contractual agreements can be structured to fit an agency’s specific needs.

Key benefits

Initial cost is normally lower than with projects; productivity indexed may be applied based on agreement allows predictability and better monitoring for monthly/annual cost for the agency Cost-effective way for agencies to stay up to date on technology.

Allows in-house IT to focus on more strategic IT programs and/or agency core competencies Access to skills and best practices through MSPs Establishes long-term relationships through continuous transformation and management of clients’ application and technology footprints. Injecting new ways of thinking and emerging technologies into their landscapes Combine exceptional technical knowledge with deep industry expertise, creating solutions tailored to client business challenges, building a vision for the future, and co-creating a roadmap for success Regional collaboration, operating as a unified team across borders and time zones.

Organizations using Capgemini’s managed services realize the following benefits:

Managed Services – Scope of services

Applications managed services

 Capgemini is ranked among the top applications services leaders in the global market. It has a 50-year history of delivering Applications Managed Services (AMS) to various clients across the globe.

A core capability of the AMS group is providing support and services to the production environment of an agency, notably as it moves towards modernization of the IT environment. Having supported many clients in various industries, Capgemini is well acquainted with the pressure of transforming an agency’s IT infrastructure and services while supporting the business operations through its current IT environment in parallel.

Cloud infrastructure managed services

We work hand-in-hand with our Capgemini public- and private-sector counterparts globally; we are a global multinational with over 250,000 employees worldwide. This strong relationship means that CGS utilizes the same best practices and lessons learned for government cloud projects that Capgemini applies to engagements with Fortune 500 companies. Additionally, CGS employees have access to the same industry-leading trainings and certifications in cloud technology that our commercial Capgemini counterparts utilize.

At the same time, we understand what makes the public sector unique. The Capgemini Cloud Platform is a suite of proven tools and accelerators to provide a streamlined and comprehensive cloud experience. We have adapted the platform specifically to meet the requirements of federal agencies. In doing so, we leverage the same advanced capabilities that our commercial clients benefit from, while ensuring our approach is tailor-made for compatibility with the government.

End-user support services

The end-user support team provides essential support to computer software development organizations, network system vendors, and software training companies, providing on-call support to the user either at an agency’s office or a client-supported site.

Infrastructure operations support and services

 With more than 40 years of infrastructure management experience, we have applied Capgemini and industry-leading practice across our global organization, ensuring our clients benefit from rapid speed of adoption as well as reduced costs and risks. We demonstrate true end-to-end capability through our comprehensive global-scale portfolio of services across the full Infrastructure spectrum.

Service Integration and Management (SIAM) services

Standard policies, processes, procedures, and work instructions blueprint and reporting mechanisms, pre-configured into Capgemini’s operating platform, establish “one-way” of working across the service provider ecosystem, improving the ability to measure individual providers against operating-level agreements and making it easier to engage and disengage service providers.

Transition experience

Key to the establishment of a successful managed service solution is transition. Capgemini has managed more than 1,000 transitions worldwide, across different services and business sectors, leveraging our transition methodology. This experience includes some highly significant and complex developments which are leading the charge of effective transitions in the IT industry.