bt global services

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BT Global ServicesAbout this document:

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Version: Q4, 2011/12BTGS Communications

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BT Global Services


What is our vision?

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What makes us different?• Around 25,000 people globally, with one of the

largest professional services capabilities in our industry

• Bringing together a broad portfolio of services• With a track record of delivering for customers

globally in more than 170 countries• Underpinned with a unique breadth of scope,

reach and capability• And recognised as market leading for

customer service and innovation

The global leader in networked IT services

BT Global Services is a global leader in managed networked IT services, operating globally and delivering locally to help our customers thrive in a changing world

BTGS can differentiate with expertise, legacy and global service delivery capability.Ovum’s BT Global Services Enterprise Strategy Review: August 2010

Our vision

Network

Services IT


Our customers

Who are our customers?

A global leader in managed networked IT services• Multinational corporations• Financial institutions • Public sector organisations• Major companies in our many key markets

globally

Experience, and a track record• Around 7000 corporate and public sector

customers across more than 170 countries• Widely recognised as market leader by industry

watchers

BT Global Services is a leader in IDC’s Marketscape for Asia Pacific Next-Generation Telecom services 2010

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Experience and track record of delivery with a range of customers globally

BTGS revenue by sector 2010/11

46%

24%

19%

8%3%

Corporate customersPublic sector (UK & overseas)Financial institutionsTransitOther global carrier


What industries are they in?

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Building our business around industry challenges, with industry-specific solutions

These are manufactured, consumable goods that have a

quick shelf turnover

This is focused on the UK Government and Health

markets as well as selected global health opportunities

This is the value chain representing the development, manufacture, distribution and sale of physical

goods and services

This is the value chain representing the retailing trading and

wholesaling of financial related products and services

Local & devolved government

Central Government

Defence

Health

Food

Beverages

Personal care

Home care

Tobacco

Manufacturing

Logistics

Pharmaceutical

Retail banks

Global banks

Financial markets

Insurance

Global Banking and Financial Markets

Government and Health

Consumer Packages Goods

Global Commerce

Our customers


Our customers 2010/11Examples of some of our customers this year

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Our customers


Managing risks

Speed to market

Business Innovation

Globalisation

Operational predictability

Productivity & flexibility

INFRASTRUCTUREas a SERVICE

COMMUNICATIONSas a SERVICE

SOFTWAREas a SERVICE

What are our customers’ challenges?

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We bring together communications and

networked IT products and services securely and

efficiently

We understand networks. We build global, consistent

solutions which enable you to run your business critical

processes

And we help you thrive in a changing world. This is about the way we work

together to achieve your goals. We understand

change, we’ll help you take advantage of it

Understanding your challenges, and adapting our solutions

Our customers


What solutions do we provide?Bringing together a broad portfolio of services into an integrated solution

BT Onevoice Anywhere won ‘Best Technology Foresight’

INFRASTRUCTUREas a SERVICE

COMMUNICATIONSas a SERVICE

SOFTWAREas a SERVICE

LAN Management

Internet Services

Managed Firewall Services

Web AccessSecurity

Applications AssuredInfrastructure

Managed Security Monitoring

DedicatedServices

Secure Remote Access

VPN Services

Messaging Security

Virtual DataCentre

ManagedMobility Expenses

BT Onevoice

SIP Trunk

IP Telephony& Video Hosted VoiceFlexible Working

Services

Field ForceAutomation

Supply ChainSolutions

Hosted ContactCentres

Self Service

Intrusion Prevention Services

Inbound Services

Managed Security Services

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Our solutions


Getting financial services firms to the marketplace faster, more cost-effectively, globally

How do we bring it all together?Our solutions

Sub-millisecondlow-latency trading

68,500+ trader turrets 15,000+ BT Radianz member locations

400+ providers ofapplications to

BT Radianz community

170+ countries3,000+ applications

supported over BT Radianz

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How do we take the journey together? Innovative networked IT services, delivered consistently

• Global account management - Integrate sales delivery and professional services• Global bid management - Providing best-in-class proposals and solutions• Global account start up - Seamless, standard• Global design & delivery - Innovative solutions to solve our customers’ challenges • Single Service Model - World-class service in a predictable & consistent way

“BT continues to be innovative and adaptive in its overall business model as it moves up the services value chain”Current Analysis

Our solutions

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http://www.currentanalysis.com/


Working together

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How do we ensure we’re addressing real business goals?Around 6500 global professional services people helping customers unlock hidden value


Working together

Continual service improvement:• Established customer experience programme• Customer satisfaction improvement: Over

32,000 customers surveyed worldwide each our year, helping us to develop and enhance our service

• During 2010/11 we made steady improvement in managing customer service – we had fewer abandoned calls, order accuracy improved and we reduced customer faults by 11%.

Guaranteed service availability and reliability:• 99.998% network availability• First company to offer assured service level

agreements (SLAs) for customers’ applications and network infrastructure

• Resilient network design – for example no significant interruptions to service during the Japan earthquake

Quality of our service people:• Over 80% of Service Managers are ITIL-trained • More than 1400 ITIL-accredited personnel

worldwide• 950 Microsoft-certified engineers• 4,000 Cisco-certified engineers• 650 Nortel-certified engineers

Global 24/7 service model:• Prompt, effective incident diagnosis &

resolution 24-hour cover, 365 days a year• Single point of contact for networked IT services• Global service management• Around 7000 corporate and public sector

customers in 170+ countries• Global MPLS network

Service quality:• ITIL V3 best practice• ISO20000 certified service centres• ISO27001 certified service centres

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How do we deliver service seamlessly? Single global service model


Working together

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BT’s global data WAN capabilities are threatening in the international market, because the service provider operates one of the largest international MPLS networks supporting mature IP VPN services and backed by strong local access.Current Analysis, BT - iVPN, Hybrid VPN, Etherflow, March 2011

How do we make our network ‘work’ globally?With our network expertise at the core of what we do

http://www.currentanalysis.com/


Working together

• BT has the most comprehensive fixed-line communications network in the UK:

• 5,745 exchanges, 680 local and 120 trunk processor units, More than 128m kilometres of copper wire and over 11m kilometres of optical fibre . An extensive IP backbone network

• BT is building a fibre based, super-fast broadband network, which will be available to around two-thirds of the UK’s homes and businesses by 2015

• During the year, we continued to execute on our larger customer

contracts, for example working with other London 2012 Olympic and Paralympic Games technology partners, under the direction of the London 2012 Organising Committee, BT is building the communications infrastructure that will support the communications needs of the event. The project is on track

• Consumers in Europe enjoyed faster check-out times when shopping with a Visa card during the 2010 Christmas season with Visa Europe processing up to 1,094 transactions per second, an increase of 22.4% from 2009. These record peaks in transactions were handled by BT without incident.

• The Defence Fixed Telecommunications Service (DFTS) Agreement between BT and the Ministry of Defence (MOD) created a single multi-service platform replacing nineteen separate legacy networks serving the Royal Navy, the British Army, The Royal Air Force, and the MOD itself. The value of the Agreement to the MOD includes savings of around £500 million over the lifetime of the contract.

Pascal Visée, Chief Enterprise Support Officer, Unilever, said: “Unilever products touch the lives of over two billion people every day and our ambition is to double our business whilst reducing environmental impact. BT is a trusted partner whose high quality and robust services can help us realise that ambition.”

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Delivering locally - in the UK


• Large scale domestic operations across Netherlands, Belgium, Spain, Germany, Italy, Ireland with national infrastructure:

• 76 GPOPs• Access to 590 APOPs • 24 CFNs• 683 access points in Europe• BT Etherflow in 9 countries• BT Etherflow Dynamic in 2 countries (EVPLS)• Ethernet access in 9 countries• Hybrid VPN in all countries• DSL in 10 countries

• More than 9,800 major and domestic customers with more than 58,000 connections

• More than 15 data centres (excluding UK data centres)• Over 2,600 customer service people located in 12 service centres• 10,000 orders per month and on average 30,000 orders in our work in

progress• No.1 IT network Security Player in France : 3,000 hardware units

supervised• Cisco Germany Service Provider Partner of the Year 2008 - BT

Germany• Cisco Unified Communications Partner of the Year 2008 - BT

Netherlands • Professional services capabilities

EMEAWorking together

*accurate as of December 1st 201015

Delivering locally - in EMEA*


Working together

• Operating since 2002, headquartered in São Paulo, Brazil

• Commercial and operational capabilities across 22 Latin American markets

• Acquisition of Comsat International in 2007, building capability and presence across 15 Latin American markets

• One of the major satellite service providers

• More than 1,000 Employees, 35,000 connections and 180 Points-of-Presence

• 1500+ major and domestic customers including 30 major international companies

• 7 Network Operations Centers providing monitoring and proactive diagnosis on a 24x7 basis for customer’s operations region wide.

• One of the four BT’s Global Sourcing Centres, certified ISO 9.001 and 27.001 - worldwide support from Sao Paulo with multilingual capabilities

• 3 Datacenters located in Argentina, Brazil and Colombia

• Ethernet access in Argentina, Brazil, Colombia and Mexico

• Fibre Networks available in Argentina and Colombia and potential deployment in Brazil

Extending the Coverage:• Expand the Reach-in NNI coverage to the other Latam Countries reaching 80

MPLS POPs• Optimize International trunks • Unified operational model• Expanding Reach-out Capabilities• Enable Domestic customers to use the NNI.

ITIL & Partner Certified Resources (e.g. Cisco, Avaya, Juniper, Riverbed, Nokia Check Point )


Delivering locally - in Latin America*


• 4,500 employees• 700+ professional services • 50 offices

• Coverage:• United States• GPOPS 25 • Access to APOPS 655• Ethernet access• Canada

• GPOPS 3• Ethernet access

• Network Operations Centres:• 24-hour cover, 365 days a year• One interface for global service management• Front-end functions for delivery and assurance• Locations

• Los Angeles, California• Atlanta, Georgia• Nutley, New Jersey• Princeton, New Jersey• Boston, Massachusetts• Oakdale, Minnesota

• Security Operations Centres: • Locations

• Chantilly, Virginia• El Segundo, California• Princeton, New Jersey

US & CanadaWorking together


Delivering locally - in United States and Canada*


• Operating since 1985 - HQ in Hong Kong • People• Around 3,500 direct employees and 25,000 indirect• Access to 2000 people in professional services

• Capability• 38 MPLS PoPs in Asia• Ethernet Access in 10 countries • Hybrid VPN in 23 countries • Converged LAN in China, India, Australia + 8 others• Over US$100M network investment in last 3 years• Cisco Gold and Avaya Platinum accreditation• Acquisitions - i2i Enterprise, Frontline Technologies

• Presence• 20 x local offices: Bangalore, Bangkok, Beijing, Chennai,

Dalian, Delhi, Hong Kong, Hyderabad, Kuala Lumpur, Manila, Melbourne, Mumbai, Seoul, Shanghai, Shenzhen, Singapore, Sydney, Perth, Pune and Tokyo

• 4 x Regional 24/7 service centres: Mumbai, Pune, Dalian & Sydney

• 5 x Regional service desks providing business hours support in Beijing, Singapore, Kuala Lumpur & Tokyo

• Research Centres in Beijing and Malaysia• 5 new showcases in 2010/11 - Hong Kong, Singapore,

Sydney, Beijing, New Delhi

Working together


Delivering locally - in Asia Pacific*


• Deutsche Post DHL is the world’s leading mail and logistics group with significant presence and growth ambitions in Asia

• Five year contract to provide a managed services solution for Deutsche Post DHL’s telecommunications infrastructure in 15 countries and over 1,000 sites across Asia Pacific

• Will enable Deutsche Post DHL to get full end to end network visibility in Asia Pacific, higher levels of service and overall efficiency gains across their networked IT infrastructure.

Working across Asia with DHLPutting Asian networked IT requirements at the heart of global strategy for our customers

“With its track record in managed services, BT demonstrated that they are in the best position to deliver such a large and complex project for DPDHL throughout Asia Pacific in a cost-effective way.”Ralf Weissbeck, Managing Director of IT ServicesDeutsche Post DHL

Working together

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What does security mean to BT?

As part of our security solutions we offer:

• One of the biggest dedicated security practice communities in the world - 1800+ consultants / architects / designers

• A market leading, globally available portfolio of managed and professional security services which serve small businesses to global MNC’s to major Governmental organisations

• Active alliances with 100+ leading security partners including Check Point, Blue Coat, Crossbeam, IBM ISS, McAfee, EMC/RSA, Microsoft, Oracle / Sun, Juniper, Cisco Systems, HP, Websense, ActivIdentity, and Symantec

Security is central to our culture and what we do – we protect billions of pounds of BT and customer assets globally

Our global accreditations include:

• Developing a world-class, pioneering BCM framework compliant with best practice BS25999 standards, as well as having BS 27001/ISO17799, and SAS70-II accreditation

• First commercial organisation to become a member of Computer Emergency Response Teams (CERT)

• Member of FIRST – the Forum of Incident Response and Security Teams

“Safeguarding client transaction processing, data and securities holdings, is a high priority for us, we are confident that BT’s Managed Security Systems will move us even closer to zero-tolerance levels.”

Euroclear

Working together

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Investing for the future

Where are we investing for the future?Innovating with customers, partners and universities

• Largest investor in R&D in the European telecoms sector• 3,100 scientists & technologists in the UK• Labs in the UAE and China • Links to over 25 universities, including Cambridge, MIT

and Tsinghua• Industry partners worldwide• Global innovation scouts working around the world, from

Silicon Valley to Israel and South Korea

“The ideas that we are now pursuing could well make a significant difference to the future of Energizer, but one thing is for sure and that is that the collaboration with BT has helped change our company forever.”Dan Stuckey, Vice President, Energizer Battery

Universities GovernmentCustomers Start-ups

IT Service Innovation award:WAN Optimisation Service with Riverbed

Business Migration Innovation award: Optimising & Accelerating Product & System Migration with Ontology systems

Global Telecoms Business Awards 2010

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• The Tommy Hilfiger Group is a £2.5 billion global clothing and retail company. Its premium lifestyle brands include Tommy Hilfiger, Hilfiger Denim, and Hilfiger Sport

• Product distribution is via department stores and specialist retailers in over 65 countries, and 900 owned retail stores across the globe

• Company employees were spending a lot of time travelling the world – attending meetings, sourcing fabrics, reviewing designs, and approving samples

• Called the Virtual Fitting Room, BT has provided Tommy Hilfiger with a custom designed, fully managed Telepresence solution

• The solution has transformed the working environment, enabling creativity to flourish in a virtual environment, reducing time-to-market, and lowering costs

“We were impressed by the knowledge and experience of the BT team. This, combined with the creative solution they designed with Cisco, made the decision easy.”Fred Gehring CEOTommy Hilfiger Group

Innovative video-based Virtual Fitting Room

Collaborating with Tommy Hilfiger on innovation

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• Reduce the impact of our own operations

• Empower customers to reduce their impacts through innovative products and services

• Influence suppliers to provide more energy efficient products and services

• Encourage our employees to reduce their carbon footprint at home and at work


“The flexibility and work life balance benefits are clear to see”Allan Jackson, European Telecoms ManagerH. J. Heinz Company

Corporate social responsibility at the heart of BTEmpowering our employees, suppliers and customers to reduce their carbon footprint

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Working with fellow London 2012 technology partners, BT will carry :• Every image• Every commentary• Every sports report• Every visit to the London 2012 website

Along with millions of calls, emails and text messages.


BT is delivering communications services, mobile and fixed telephony services, WANs, LANs, and Cable TV services for London 2012 which covers:• 80,000 connections across 94 different locations• 4,500 km of internal cabling• 1,000 wireless access points• 16,500 telephones• 14,000 mobile phone SIM cards• 14,000 cable TV outlets• Transmitting 6 Gb of information every second

“It is inconceivable that we could deliver the 2012 Games without BT on board. We needed someone we can trust, who could provide the technical know-how and the creative solutions to ensure our London 2012 Games are the very best they can be. BT gives us this.”Sebastian Coe, The London Organising Committee of the Olympic Games and Paralympic Games

The official communications services partner for the London 2012 Olympic and Paralympic Games


What is our vision?

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What makes us different?• Around 25,000 people globally, with one of the

largest professional services capabilities in our industry

• Bringing together a broad portfolio of services• With a track record of delivering for customers

globally in more than 170 countries• Underpinned with a unique breadth of scope,

reach and capability• And recognised as market leading for

customer service and innovation

The global leader in networked IT services

BT Global Services is a global leader in managed networked IT services, operating globally and delivering locally to help our customers thrive in a changing world

BTGS can differentiate with expertise, legacy and global service delivery capability.Ovum’s BT Global Services Enterprise Strategy Review: August 2010

Our vision

Network

Services IT

bt global services

Documents

servicesbt global services

range of customers

innovationthe global

bt global servicesabout

public sector customers

generation telecom services

market leader

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