Enterprise Management

Information Technology (IT) is no longer an investment intended just to achieve cost reductions and operational efficiency. Today, organizations are using technology initiatives across the enterprise to stay competitive-to improve their organizational and business agility; to manage ever growing volumes of structured and unstructured information; to meet complex compliance and content management requirements; to evolve business operations into more of a shared services model; and to provide new service delivery channels to more demanding and knowledgeable consumers.

Across all industries, advanced approaches to Customer Relationship Management (CRM), Supply Chain Management, and eCommerce applications are enabling organizations to improve order accuracy and fulfillment, reduce processing costs, and expand personalized service to strengthen customer retention. Advances in Enterprise Resource Planning (ERP) applications (more modular and often delivered over the Internet) and knowledge management systems are providing new tools to improved business performance and increase employee productivity.

This infusion and proliferation of new technology must be supported by an integrated, reliable, and scalable infrastructure to achieve desired business benefits, control costs, and ultimately avoid IT failures. As a result, this is radically altering information use and requirements:

• Executives need timely access to the right information to analyze results from across the company to resolve problems and allocate resources
• Independent departments must share information and expertise to leverage knowledge and resources and to bring new products to market quickly
• Employees need to share information with remote offices, mobile employees, and external partners, suppliers, and customers

Business Problem

There are two primary obstacles facing IT organizations trying to meet the need for broad-based information sharing:

First, the management of IT services historically has been handled in segregated towers in such areas as business process optimization planning, information and data management, applications development and maintenance, and various infrastructure and security services. As processes, technologies, resources, and methods in all of these areas have become increasingly interdependent, the traditional tower structure can not easily support the coordination required for success.

Without an integrated approach, a business faces the probability of implementation delays, cost overruns, and diminished performance. Additionally, users are increasingly unwilling to deal with multiple points of contact to resolve a problem. For example, employees under time pressures want to call one help desk, report the problem, and have it handled to satisfaction quickly.

Second, it is not enough to simply change the technology. When new technology is introduced, both process and user behavior must change in order to achieve the full value of the investment. For instance, new screens, monitoring practices and maintenance routines must be established. Users must be trained on the tools, diagnostics, and contingency plans.

Business Solution

To make information across an enterprise readily available requires an enterprise infrastructure that is managed as an integrated whole. SAIC offers Enterprise Management Services, a service delivery solution that aligns IT resources to support customer business objectives. These services create a centralized operations and support center, providing the customer a cohesive approach to integrate process optimization, systems development and support, and network and service desk management across the business enterprise.

A thorough design analysis optimizes workflow and processes to improve user responsiveness and reduce costs. Using such advanced methods as Services-Oriented Architecture (SOA) and resource virtualization, an Enterprise Management solution extends the life of existing investments in network, platforms, and applications. Moreover, the center is customized to overlay the current IT environment.

SAIC uses next-generation technology to build a flexible, scalable, and open solution. This modular architecture supports the addition of new capabilities and can be scaled to support multi-functional, diversified requirements, and fluctuating demand levels.

SAIC's Enterprise Management Services are typically offered in two ways:

• For customers who wish to own and operate an integrated service center facility and provide their own support, SAIC provides the expertise to design, integrate, and implement our ITIL-based Integrated Services Management Center (ISMC) methodology. This includes business process consulting, architectural design and migration plans, development of processes, and IT/user training. Once the service center is operational, SAIC can provide supplemental support if requested.
• For customers who wish to outsource their IT function, the existing infrastructure is migrated to a state-of-the art service center using SAIC's Integrated Services Management Center (ISMC) methodology. This model provides IT support across the enterprise for all aspects of the infrastructure as defined by the customer, including program management office, applications, technology infrastructure, service desk, security, and all communications. Ownership of assets and transfer of personnel can be negotiated through a variety of flexible approaches.

In either scenario, SAIC's solution is customized to address the customer's unique business objectives and we ensure their success by tying our solution directly to the achievement of desired business outcomes.

SAIC's Enterprise Solutions Framework (ESF)

SAIC's Enterprise Solutions Framework (ESF) is an integrated framework of IT solutions and practice areas designed to meet the business needs of today's agile, efficient, and highly responsive government and commercial organizations.

Listed below are the major solution categories that comprise the ESF. Increasingly, the various components of this framework have complex interdependencies. Therefore, the overall framework is best viewed form a holistic perspective as a collection of capabilities and resources that can be integrated as needed to meet the specific business needs of each individual client. The overall framework is summarized below and described in more detail in the sections that follow.

Layer 1: Business Consulting and Enterprise Strategy Solutions

Our Business Consulting and Enterprise Strategy Solutions address client needs at the critical interface between the business objectives and strategies of the enterprise and the enabling IT infrastructure. Collectively, our solutions at this layer of the Enterprise Solutions framework (ESF) are the key to establishing and sustaining alignment between enterprise business goals and supporting or enabling IT strategies. This critical layer is divided into specific offerings to facilitate our ability to respond to specific, priority needs of clients.

All other solutions in all subsequent layers of the ESF are influenced by or have traceability back to Layer 1 solutions. Therefore, the more effective an organization is in managing the issues and challenges embodied in Layer 1, the more effective it will be in managing overall enterprise IT resources and these business processes that depend on these resources.

The solutions contained in Layer 1 include:

Layer 2: Information Content and Data Management Solutions

Our Information Content and Data Management solutions address the effective management of the lifeblood of any enterprise — its information and data in all forms and formats. Collectively, these solutions address the full cycle of information — from creation to long-term archival — and all from a broad overall content perspective. Therefore, the individual offerings that comprise this layer of the ESF should be thought of as integrated entities with important life cycle and content management interdependencies. They are divided into components to facilitate our ability to respond to specific, priority needs of clients.

The solutions contained in Layer 2 include:

Layer 3: Applications and Systems Solutions

Our applications and systems approach is highly effective in dealing with such major industry trends as the use of Web services and service-oriented architectures (SOA's) to manage and use applications as shared services and reusable objects. This is as opposed to more inflexible, expensive, and less responsive traditional practices. SAIC understands the increased focus and business pressures being placed on the use of commercially developed modules and applications hosting as way to leverage tight IT budgets.

In addition, we know how to address the increasingly tight integration of applications with other key layers of the enterprise architecture. Our integrated suite of applications / systems offerings allows our customers to address any applications need they might have, from the rationalization of the overall applications environment to the outsourcing of applications maintenance, either in totality or for a specific collection of application systems.

A key focus of all of our applications engagements is knowledge and technology transfer, which we believe is one of the most important residual benefits form a service relationship with SAIC.

The solutions contained in Layer 3 include:

Layer 4: Infrastructure and Technology Solutions

Our Infrastructure Services and Technology Solutions address client needs in the general area of managing IT infrastructure technology components and related services as an integrated whole. The objectives are to minimize total cost of ownership, optimize responsiveness and availability, tightly align with business objectives and priorities, and effectively manage today's increasingly difficult security threats.

The ideal approach to meeting these challenges is through an "integrated services framework," a service concept embodied in our Integrated Services Management Centers (ISMC). Within this concept, all of the offerings outlined below are viewed as integrated elements of larger, more complete enterprise solutions.

Because many customers have at various points in time specific needs for specific infrastructure and technology solutions, solution categories are broken out below as distinctive offerings. Most clients choose to blend multiple offerings to meet specific needs.

The solutions contained in Layer 4 include:

Customer Benefits

The Enterprise Management Services solution re-engineers the way IT services are provided by integrating an organization's people and processes with best-of-breed technology. This value-added approach to service delivery:

• Provides an adaptive service framework to quickly respond to changing market conditions
• Leverages a flexible and scalable service delivery platform to meet fluctuations in need
• Improves systems, applications, database, and network availability
• Provides access to advanced technologies
• Embodies continuous process and quality improvement
• Incorporates best-in-class standards/benchmarks (ITIL, ISO, CMMI, LEAN, Six Sigma)
• Reduces overall costs

The Enterprise Management Services solution improves service levels, customer satisfaction, and end user productivity through streamlining processes, centralizing IT support, training processes, and integrating support tools.