Outokumpu logoLast month we announced a new IT infrastructure services contract with Finnish group of companies Outokumpu, a ‘global leader in high performance stainless steel’. You can read the full press release here.

The new contract covers the implementation of a service integration and management (SIAM) function, which brings all processes and instructions under a single governance model, and the provision of Global Service Desk services with the main objective of ensuring business continuation.
Capgemini will work with Outokumpu to establish a service integration capability that will ensure that the IT services provided by multiple vendors will operate effectively together to deliver the best possible support for Outokumpu globally.
Capgemini´s Intelligent Service CentreTM has a centralised view of all service requests by Outokumpu end users. Service metrics, linked to business processes, are set up based on this data, and analytics are used to identify new ways of decreasing the incidents and processing times of service requests which will increase the end user satisfaction.

I asked Sunil Parekh, Head of Business Development for Capgemini Infrastructure Services Northern Europe, what was significant about this deal. He said:
Sunil Parekh, Head of Business Development, Capgemini Infrastructure Services, Northern EuropeThis announcement continues to demonstrate our success in offering world-class infrastructure services to clients: Service Integration, where we have many success stories in successfully managing complex multi-vendor IT environments; and Intelligent Service Centre which is a unique evolution of our service desk capability that brings enhanced user experience through business process alignment and analytics.

We launched Intelligent Service Centre to the market last year. It combines our highly efficient Global Service Desk capability with advanced analytics and business process alignment to provide end users a business-led resolution to their technical issues. Another feature of the ISC is applying analytics to look for ways to reduce recurring incidents and fine tune the experience for the end-user.

The contract award by Outokumpu to Capgemini was highlighted by NelsonHall [subscription required to read full article].

Find out more about Capgemini’s Service Integration services, visit Service Integration.

You can reach Sunil via Twitter @SunPar or via LinkedIn.