IT Industrialization Part 5

1. Siemens IT Solutions and Services
IT Industrialization and beyond
Answers for our Customers
- Part V -
Copyright © Siemens AG 2010. All rights reserved.
Page 1 June-10 Siemens IT Solutions and Services

2. Answers for our Customers - Index
1 How we help Customers master their Challenges
2 Our Promise
3 Our Answers
4 The Best of two Worlds
5 Contact
Copyright © Siemens AG 2010. All rights reserved.
Page 2 June-10 Siemens IT Solutions and Services

3. How we help our Customers master their Challenges
“On the basis of experience gathered from our partnership spanning several
years, a modern, standardized service concept was developed that fully satisfies
our demanding requirements in terms of flexibility, response time and service
quality – but costs less.“ Supplier Manager,
IT Infrastructure & Support
Copyright © Siemens AG 2010. All rights reserved.
Page 3 June-10 Siemens IT Solutions and Services

4. Our Promise
A concrete Example
Cost reduction for a contract duration of three years
100% 100% Baseline year I year II year III
90%
84%
80%
79% 73% 70%
70% 2nd Level Support
60%
69% 67%
1st Level Support (AHD)
1st Level - 21% 31% 33%
50%
40%
30%
Baseline year I year II year III
2nd Level - 16 % 27% 30%
Increase of Global Sourcing Delivery for SAP Applications
Service Year I Year II Year III
Global Sourcing Status of 80% is already achieved (1 Employee Germany / 4 Employees
Voronezh). Savings will be realized with cost reduction through global sourcing, process
1st Level Support
optimization, productivity increase and consolidation of 5 separate Application Helpdesk to
1 Application Helpdesk.
2nd Level Support 30 - 40% 50% 50%
Basic Load 70 - 80% 90% 90%
Change Requests 15 - 17% 20% 22%
Copyright © Siemens AG 2010. All rights reserved.
Page 4 June-10 Siemens IT Solutions and Services

5. Our Answers
Single point of contact for all customer’s
SAP applications with uniform process flows
Increased flexibility with regard to the
scope and term of the application
landscape support
Ongoing high-quality service provision,
continuous improvement
High degree of service transparency
Provision of comparable transparent services that
enable benchmarking of price and content
Simple, transparent and flexible billing model
Copyright © Siemens AG 2010. All rights reserved.
Page 5 June-10 Siemens IT Solutions and Services

6. Our Answers
The fundamental idea of the global Application
Management concept contains the following aspects
A specific organization model with clear
interfaces in “Global Application Management”
(customer and supplier)
Uniform tools from the customer to back up
these processes (e.g. e-Service)
Service descriptions that apply to all SAP-systems
Proactive support and consulting by customer service
managers with an on-site core team
Copyright © Siemens AG 2010. All rights reserved.
Page 6 June-10 Siemens IT Solutions and Services

7. Customer Focus:
The Best of two Worlds
Customer proximity -
Customer Service
Organization (CSO)
anywhere
Highly efficient local customer
interfaces
Serving customer specific demands
Consultative selling
Driving standardized services offshore
Global Production
Standardization &
Centers (GPC)
Scalability
Several locations around the world
Standardized & scalable operations
Global integration & follow the sun
Copyright © Siemens AG 2010. All rights reserved.
Page 7 June-10 Siemens IT Solutions and Services

8. Customer Focus:
Global Reach
Bangalore
Bangkok
Beijing
Buenos Aires
Finland
UK Cape Town
Netherlands Chennai
Russia
Poland
Chicago
Germany
Den Haag
Switzerland Helsinki
USA Spain Austria
Johannesburg
China
Kolkata
Mexico London
India Thailand
Madrid
Mexico City
Mumbai
Brazil Munich
New York
Argentina South Africa Sao Paulo
The Hague
Vienna
Voronezh
Wroclaw
Zurich
Copyright © Siemens AG 2010. All rights reserved.
Page 8 June-10 Siemens IT Solutions and Services

9. You want to know more? Just contact:
Andreas Degenhardt
Head of Global Application Management
Siemens AG
Siemens IT Solutions and Services
Otto-Hahn-Ring 6
81739 Munich
Germany
Phone: +49 (89) 636-46500
andreas.degenhardt@siemens.com
www.twitter.com/applicationmngt
Copyright © Siemens AG 2010. All rights reserved.
Page 9 June-10 Siemens IT Solutions and Services