serviceone value proposition · managed together with the services supplied inside. ... serviceone...

ServiceONE® VALUE PROPOSITION

Summary

1. About us 3

2. Infrastructure and Service Management 6

3. ServiceONE®, the SII Concatel’s SMART Solution 8

4. Scenarios of a ServiceONE® Project 25

5. References 26

6. Links 30

7. Technical Centres 31

3ABOUT US

Our goal is being the support tool of the Facility Management (FM), we ant to be the “pen” of the FACILITY MANAGER.

We are an international group that specialises in Information and

Communication Technologies (ICT) and business management engineering.

Our solutions are build on open information systems based on market leaders:

Windows and Linux, ORACLE and MySQL databases, application servers

TOMCAT and JAVA language.

1. About usIntroduction

4ABOUT US

1. About usSII Group (Société Informatique Industrielle)

SII Group is a multinational company listed on the Paris Stock Exchange who operates in the field of Information and Communication

Technologies, and provides tailor-made solutions to its customers on the base of its recognized experience in technological consultancy and

systems integration for all types of industries and sectors.

SII Group has more than 50 technical centres in 18 countries

Consultants Countries Technical Centres Years’ experience Revenue

EUROPE

• Germany

• Belgium

• Spain

• France

• Holland

• Poland

• United Kingdom

• Czech Republic

AMERICA

• Argentina

• Canada

• Colombia

• Chile

AFRICA

• Morocco

ASIA

• India

• China

• Romania

• Switzerland

• Ukraine

284,80

293,80

316,70

360,00

9,8% 3,2% 7,2% 13,7%

2012/2013 2013/2014 2014/2015 2015/2016 2016/2017

438,85

21,9%

+7.200 18 +50 39 +438M€

Turnover (M€) and growth (%) of the last five years

5ABOUT US

We are the Spanish presence of the SII Group and we specialize in providing services for Information Technologies (IT) and Engineering Services,

with the following disciplines: industrial, aerospace, energy and telecommunications. We develop innovative products and customized solutions

for our customers, and we distribute our own and our partners’ products.

Consultants Years’ experience Revenue

Certifications and homologations:

ISO 9001 ISO 14001 ISO 27001

CMMiAEC - ITILEN 9100

OHSAS 18001

Our partners:

Barcelona (3)MadridPalmaValencia

Team

Engagement

Flexibility

Effectiveness

Utility

Honesty

1. About usSII Concatel

+675 19 +35M€

• A.P. Espanyola (V3D i V5D)

• Airbus (E2S + APS IPS)

• Bankia

• Fujitsu

• GDF Suez

• Inditex

• Indra

• ISBAN

• Ministerio de Defensa (DGAM)

• Orange

• Roche

• Telefónica

• Thales

• Volkswagen – Audi Espanya

(VAESA)

6INFRASTRUCTURE AND SERVICE MANAGEMENT

Most large organizations own one or several buildings, these being understood as infrastructures where they run their activity and that must be

managed together with the services supplied inside. This is why organisations have several technological tools to meet their requests more or les

efficiently. The following cases are given in most of these organisations:

2. Infrastructure and Service Management

More than one supplier to manage different infrastructures (Energy,

Telecommunications, Water, Gas, Systems, etc.)

More than one supplier to manage different services (Cleaning, Waste Management,

Security, Reception, Catering, Renting, Taxis, Trips, Courier Service, etc.)

Every supplier has its own information system

Different data type, with different information records and different metrics for each

service

How do you manage your corporate services?

Does your management help to increase your benefits?

Costs can be reduced?

Current Situation

StaffSpaces

Services Portals

Projects

Monitoring

Assets

Consumption

Maintenance

B.I.

Quality

7INFRASTRUCTURE AND SERVICE MANAGEMENT

QUALITY

Non-homologated metrics. This means a wrong evaluation of services and suppliers

Difficulty to apply continuous improvement plans; «you can only improve what is known (and what can be measured)»

Inability to detect and analyse domains of «non fulfilment of accorded quality standards»

Ignorance of the users’ satisfaction level about the supplied service (audits, quality polls, etc…)

Need for a SMART solution integration all agents involved in Infrastructure and service Management

COSTS

High internal and external global management costs (often hidden)

Entry barrier when facing a change or a new supplier

High effort consumption to analyse analytical information: by space, by infrastructure, by unit

Penalties. Management of SLA and OLA (Service & Operational Level Agreement)

High economic expenditure, dimensioned on the basis of the history of consumption

MANAGEMENT

Non-homologated data entry and reporting. Each service has its own system provided by the supplier

Risk management; some of them entail liability (legal maintenance)

Data owned by suppliers, you lose it when the supplier changes (cost)

Unavailability of real-time information. The supplier provides information at scheduled times to make a service review

2. Infrastructure and Service ManagementRecurrent situations found inside complex organisations: RISKS

8SERVICEONE®, THE SII CONCATEL’S SMART SOLUTION

GARTNER sets that all CAFM tools must meet those management areas below:

GARTNER advises the market to consider the concepts below as capital when analysing a CAFM tool:

A TRANSVERSAL management to integrate all organisation departments and the tools they may use.

A PROCESS MANAGEMENT based on the information workflow modelling, defined according the service

management criteria of the organisation. There is an interaction with all agents involved in this management, both

external and internal. The tool must be able to collaborate with all IT tools used by the organisation, like ERP (SAP,

NAVISION, ORACLE), specific solutions (CAD, GIS, BMS, SCADA), etc…

1. Project Management

2. Rental and Real Estate Management

3. Facilities and Spatial Management

4. Maintenance Management

5. Sustainability and Energy Management

3. ServiceONE®, the SII Concatel’s SMART SolutionComputer Aided Facility Management (CAFM) tools


SII Concatel has its own solution, ServiceONE®, a SMART solution that covers the area of Infrastructure and Service Management and meets its

needs for the integration with equipment and measure solution deployed in infrastructures and territory.

ServiceONE® has been developed by our Company and has a wide experience in infrastructure and service management inside different

activity areas.

System architecture SOA (Service Oriented Architecture), open and standard platform

Solution 100% Web, no need of software installed on the user’s workplace

Service portal(s) that can be personalised with the graphic line of the organisation or business

Mobility, applications published for standard operating systems like para iOS and Android

Scalable (additional and supplementary software modules) and parametrizable (no programming need) solution

Can be integrated with ERP, GIS, CAD and measure equipment (SCADA, BMS)

Technical Features

Maximum optimisation of infrastructures and services

INTEGRATION of all users (clients and suppliers) UP & DOWN STREAM

Transversal management of the organisation

Process management, design of configurable flows

Creation of quality service audits

User’s satisfaction management, quality polls

Business Features

3. ServiceONE®, the SII Concatel’s SMART Solution


RISKS

High internal and external global management costs (often hidden)

Entry barrier when facing a change or a new supplier

High effort consumption to analyse analytical information: by space, by infrastructure, by unit

Penalties. Management of SLA and OLA (Service & Operational Level Agreement)

High economic expenditure, dimensioned on the basis of the history of consumption

SOLUTIONS

Knowledge of located costs (“where”); ability of defining action and continuous improvement plans to reduce or adapt these costs

Changing a service supplier just means a training period because data and information are owned by the organisation

Immediate availability of cost analysis and knowledge of their allocation in different cost centers

Minimisation of penalties, economic impact and improvement of the quality of service

Instant knowledge of the energy cost, ability of expense simulation at the end of the period (budget forecast)

benefits of using ServiceONE®

3. ServiceONE®, the SII Concatel’s SMART SolutionCosts


RISKS

Non-homologated data entry and reporting. Each service has its own system provided by the supplier

Risk management; some of them entail liability (legal maintenance)

Data owned by suppliers, you lose it when the supplier changes (cost)

Unavailability of real-time information. The supplier provides information at scheduled times to make a service review

SOLUTIONS

Unique data entry and dashboard for all infrastructures and services, defined according to the organisations criteria

Legal documents available at any moment

Consolidated information for all services; all parties are able to asses the service (analysis and metrics assessment) with the same information

According to the management / authorization level, each user profile is able to reach the information in real time by using its access channel (PC with a browser, tablet or smartphone)


3. ServiceONE®, the SII Concatel’s SMART SolutionManagement


RISKS

Non-homologated metrics. This means a wrong evaluation of services and suppliers

Difficulty to apply continuous improvement plans; «you can only improve what is known (and what can be measured)»

Inability to detect and analyse domains of «non fulfilment of accorded quality standards»

Ignorance of the users’ satisfaction level about the supplied service (audits, quality polls, etc…)

SOLUTIONS

Assessment of suppliers according to common metrics set by the organisation

Ability to define continuous improvement plans (Plan - Do - Check – Act)

Detection of unfulfilments and their deviation thresholds

Ability to generate audits and satisfaction polls according to different services or user levels. When? To whom? How?, it is requested and get the information


3. ServiceONE®, the SII Concatel’s SMART SolutionQuality


QUALITY

Assessment of suppliers according to common metrics set by the organisation

Ability to define continuous improvement plans (Plan - Do - Check – Act)

Detection of unfulfilments and their deviation thresholds

Ability to generate audits and satisfaction polls according to different services or user levels. When? To whom? How?, it is requested and get the information

COSTS

Knowledge of located costs (“where”); ability of defining action and continuous improvement plans to reduce or adapt these costs

Changing a service supplier just means a training period because data and information are owned by the organisation

Immediate availability of cost analysis and knowledge of their allocation in different cost centers

Minimisation of penalties, economic impact and improvement of the quality of service

Instant knowledge of the energy cost, ability of expense simulation at the end of the period (budget forecast)

MANAGEMENT

Unique data entry and dashboard for all infrastructures and services, defined according to the organisations criteria

Legal documents available at any moment

Consolidated information for all services; all parties are able to asses the service (analysis and metrics assessment) with the same information

According to the management / authorization level, each user profile is able to reach the information in real time by using its access channel (PC with a browser, tablet or smartphone)

3. ServiceONE®, the SII Concatel’s SMART SolutionProvided Solutions



FM

ASSETS

SERVICESSPACES

USER

ServiceONE® meets the three essential axes that support the USER in its management and relationship with ASSETS, SPACES and SERVICES.


3. ServiceONE®, the SII Concatel’s SMART SolutionService Lifecycle: needs and answers; “SCENARIO”


3. ServiceONE®, the SII Concatel’s SMART SolutionService Lifecycle: needs and answers; “BACKSTAGE”


3. ServiceONE®, the SII Concatel’s SMART SolutionAsset Management

Alphanumeric Graphical Linking

Performance Index

Monitoring

Re-evaluation

Consumption and Capacity Meters

Current Replacement Cost

Lifecycle

TRACEABILITY

Inventory Register:-Description-Implementation Date-Current State-…

Inventory Register

Asset Category:-Infrastructure-Equipment-Movable Assets

Single Repository


Spatial Management Facility Management


Occupation

Costs per occupation

Costs per m2

Population density

Costs per workplace

Strategic planning and analysis of surfaces

Area Criticality

Technical Location

WO

WORemoval Management

Room Reservation


3. ServiceONE®, the SII Concatel’s SMART SolutionIncident and Provision Management

Human Costs

Tools Costs

Materials Consumption

Work Report

Assignment

WO WO

WO

ACTIVITIES

@

sms

FLOW COMMUNICATION

Work Flow

Activity 1

Activity 2

Planning

Response Time

Solution Time

SERVICE LEVEL AGREEMENT

CriticalitySpace

ServiceAssetUser

SERVICE CENTER

SLA

OLA


3. ServiceONE®, the SII Concatel’s SMART SolutionLegal, Preventive and Operative Management

WO WO

WO

WO WO WO

1

2

3

PLAN

RANGE MODELS

Human Costs

Tools consumption

Materials consumption

Work Report

Assignment

WO WO

WO

Tools

Periodicity

Items

Technical Profiles

Risks

SecurityConditions

Documents

Tasks


ServiceONE® integrates a mobility solution for the platforms below:

iOS Android

Fully compatible with most device models: Samsung, iPhone, ZTE…

Below you can see several images of the ServiceONE® mobile app (MobileONE):

3. ServiceONE®, the SII Concatel’s SMART SolutionMobility

Login Menu


3. ServiceONE®, the SII Concatel’s SMART SolutionExamples of Mobility Features

Asset Location Provisions

Labelled Elements

Example of QR code WO management

Work Orders


OPC Protocol(Object Linking and Embedding for Process Control)

Infraestructura física

• Information Systems

• Data Bases• Other SCADA

SMS

OPC Server

OPC Client

ISMS (Infrastructure and Service Management System)

Incidents Corrective Preventive Processes Dashboard

Other...

Charts Interaction Reports AnalysisIntelligence and rules

MeasureONE

SCADA (Supervisory Control and Data Acquisition)BMS (Building Management System)

3. ServiceONE®, the SII Concatel’s SMART SolutionExample of application on Smart Infrastructures


3. ServiceONE®, the SII Concatel’s SMART SolutionComplementary tool for company IT solutions

PUBLIC TRANSPORT

ENVIRONMENTAL INFORMATION

CRM

GISTRAFFIC

INFORMATION

SCADABMS

Web ServicesOPC Protocol

(Server/Client)

ERP

25SCENARIOS OF A SERVICEONE® PROJECT

• Initial investment: purchase of the use license

• Annual recurring fee: maintenance of the purchased use licence

There are TWO possible scenarios of a project for a ServiceONE® product project:

1.Licence acquisition. Acquisition of the user licence of the product, additional and supplementary modules according to the licence type and

software hosted on the Client’s infrastructure.

2.SaaS (Software as a Service). SII Concatel supplies all the infrastructure and the ServiceONE® product.

Client’s infrastructure (1)

Project services• Requirements gathering• Installation• Parametrization• Data entry• Training• Support• Start-up

• Monthly recurrent fee SII Concatel’s infrastructure (1)

Project services• Requirements gathering• Parametrization• Data entry• Training• Support• Start-up

Servers (processor, memory, disk space), communications and access from the Internet (1)

1. Licence acquisition

2. SaaS (Software as a Service)

4. Scenarios of a ServiceONE® Project

26REFERENCES

• Implemented in 104 police stations in Catalonia

• Integration with external systems

• Maintenance + Facility Management

Catalan Government. Police

• International company that work with the most reference brands of the sector

• 1 building, 23 floors, 23.000 square meters and 600 employees

• Maintenance + Facility Management + Integration with customer applications

PUIG. Perfumery, cosmetics and fashion

• Company of reference in Pharmacy and Chemical industry

• 8 buildings; installation in the headquarters of Bayer Iberia in Sant Joan d’Espí


BAYER. Chemical-Pharmacy

5. References

27REFERENCES

• The biggest health centre in the Balearic Islands

• Gives service to more than 295.000 people

• 480.000 outpatient consultations, 130.000 emergency services per year

• 1.024 rooms, 217.647 square meters

• 17 service areas in the hospital

• Maintenance + Facility Management + Integration with the Health Department of the Balearic Islands

Hospital Son Espases. Health

• 17 buildings and 190.000 square meters of building space

• 1.324 beds and 600.000 patients per year

• Management and operation of preventive maintenance services, incident and provision management

HUCA (Hospital Universitario Central de Asturias). Health

• Management of final users Incidents and requests

• Data mining: report generation, statistics…

• ServiceONE® implantation in the Centre d’Atenció a l'Usuari of the Catalan Parliament

Catalan Government. Parliament

5. References

28REFERENCES

• Concession company of the Ciutat de la Justícia

• 8 buildings, more than 233.000 square meters

• 3.000 workers + 13.000 daily visitors


Urbicsa. Infrastructures

• A place for innovation societies in Girona

• 30 research groups; 1.000 employees

• Other services: auditorium, meeting rooms

• Maintenance + Services

Parque Científico y Tecnológico de la Universidad de Girona. Education and research

• Housing management and rental

• 20 buildings and a parking, 200.000 square meters

• 2.000 tenants + 200 maintenance technicians

• Integration with SAP to obtain information about assets and PO

La Caixa. Banking

5. References

29REFERENCES

• Swiss company providing common services in Geneva

• Water, electricity, gas…

• ServiceONE® integrated with SAP + PFW DocManager

SIG. Utilities

• Motorway and route management (Eix Transversal, Eix del Llobregat (C-16) and more 240km in Catalonia)

• Integration with SAP for information stock

Cedinsa. Infrastructures

• Highway and road management in Slovakia

• FM consultancy

Gran Via Operations. Infrastructures

• ServiceONE® implantation + Maintenance

• Integration with ORACLE ERP

• Management of incidents, service provisions, preventive maintenance related to buildings

• Rationalization of all management processes in its infrastructures

LANDON. Investment Group

5. References

If you want more information about FM tools you can access the following contents:

Your Smart FM Tool - ServiceONE®

FM&FS – Interview to Mr. Joan Carrillo,General Director at SII Concatel

Interview to Mr. Josep Maria Alonso, Product Division Director at SII Concatel

(LSDFM in Lima)

Conference by Mr. Miquel Nogué,Product and Quality Director at SII Concatel

Concept presentation of our product ServiceONE® as a FM SMART TOOL

Access to the ServiceONE®VirtualMachine

6. Links

http://serviceone.serviceoneworld.com/management/

https://www.youtube.com/watch?v=Q9yJIWwag9Y

https://www.youtube.com/watch?v=FvMzFM2Q038

https://www.youtube.com/watch?v=Tc_y-TuX0lQ

https://www.youtube.com/watch?v=M195mHwQL_E





https://www.youtube.com/watch?v=gCBFIUenlvQ&feature=player_embedded


https://www.youtube.com/watch?v=zZpVJS-1vw8




https://www.youtube.com/watch?v=Tc_y-TuX0lQ





SII Concatel Barcelona

Ciutat de la Justícia de Barcelona

Av. Carrilet, 3. Edifici D, Pl. 10

L’Hospitalet de Llobregat (08902)

Phone: +34 93 567 97 10

Fax: +34 93 567 97 11

SII Concatel Valencia

Edifici Onofre. Parc Empresarial Tàctica

C. Botiguers, 3 – 2a, Oficina H

Paterna (46980)

Phone: +34 90 287 92 29

SII Concatel Palma de Mallorca

C. Eusebio Estada, 35. Primer pis

Palma de Mallorca (07004)

Phone: + 34 90 219 83 25

Fax: + 34 93 567 97 11

SII Concatel Madrid

Camino de la Zarzuela, 1. Edifici 2, Planta 2

Madrid (28023)

Phone: +34 91 372 93 55

SII Morocco

Casablanca

SII Switzerland

Geneva

SII Belgium

Brussels

SII Poland

Warsaw

Gdansk

Breslavia

Technical centers:

Burdeos

Brest

Caen

La Ciotat

Lannion

Le Mans

Montpellier

Niort Tours

Vitrolles

Agencies:

Aix-en-Provence

Isla de Francia

Lyon

Nantes

Rennes

Sophia Antípolis

Estrasburgo

Toulouse

SII Germany

Hamburg

Schwaebisch Hall

Munich

SII Romania

Bucharest

SII CVT Chile

Santiago de Chile

SII CVT Argentina

Mendoza

Rosario

SII India

Headquarters:

65, Rue de Bercy

75012 Paris

+33 (0) 1 42 84 82 22

www.groupe-sii.com

SII Holland

Harlem

SII Czech Republic

Prague

Bangalore

SII Canada

Montreal

SII Colombia

Bogota

SII Concatel El Prat de Llobregat

Parc Empresarial Mas Blau II

Av. Garrigues, 22. Planta 3

El Prat de Llobregat (08820)

Phone: +34 93 567 97 10

Fax: +34 93 567 97 11

SII France

SII United Kingdom

Stevenage

SII Ukraine

SII China

Odesa

Suzhou

7. Technical Centres