IT chiefs learn secrets of ‘Digital Glue’ in multi-vendor service management

| Press release
Welsh Water ITIL Case Study at IT Service Management Forum, Birmingham Hilton Metropole, 10-12 November 2008

Top IT executives attending the IT Service Management Forum (itSMF)  in Birmingham this week will hear how ‘digital glue’ has dramatically improved IT service management and IT cost effectiveness at Welsh Water following a 15-month transformation programme run in collaboration with Capgemini UK plc and Logica UK.

The programme was based on the application of ITIL® guidelines for IT service management. The Information Technology Infrastructure Library (ITIL) is a framework of best practice approaches intended to facilitate the delivery of high quality IT services.  ITIL is aligned with and complementary to the international standard for Service Management, ISO/IEC 20000.  In their joint presentation at the Forum, Welsh Water, Capgemini UK and Logica will also stress the ‘digital glue’ concept which involves developing communication, monitoring and partnering techniques to promote effective collaboration and ensure that all IT vendors are working together to meet common goals.

Welsh Water reports several key benefits as a result of the transformation programme. They include measurably higher service levels, improved value for money, greater management control of the entire service delivery process, smoother transition of development projects into the live systems portfolio, and greatly enhanced transparency of the delivery process, including a ‘live dashboard’ showing current service status at all times at some 60 company sites in all parts of Wales.

Gill Busby, Deputy Head of IT at Welsh Water, said: “Everything we do at Welsh Water is underpinned by IT, including ensuring the quality of the clean drinking water we deliver to over three million people every day. In order to benefit from best-in-class products and services, our IT is based on collaboration with our IT partners, Capgemini and Logica, who manage the delivery of all our IT services and are joined by Tata Consultancy Services for development projects.  The transformation programme we have now completed has enabled us to upgrade overall service delivery to equally best-in-class standards and ensure that our multi-vendor environment is 100% effective.”

Ann Field, Service Management Consulting Manager at Capgemini UK plc, said: “By remembering the four Ps of process implementation – processes, products, partners and people – we have succeeded in creating a new service delivery model that is generating significant benefits for Welsh Water.”

Lin Probert, Service Delivery Manager at Logica, said: “Welsh Water sets a new benchmark for IT departments across the UK.  By applying ‘digital glue’ and transforming its service delivery process, Welsh Water has vastly improved its service quality and has achieved significant cost saving.”

Welsh Water’s attainment of improved service management practice within the ITIL framework as a result of the transformation programme has been confirmed by an independent audit carried out by Gartner.

The presentation at itSMF will be made jointly by Gill Busby of Welsh Water, Ann Field of Capgemini UK and Lin Probert of Logica.

ITIL® is a Registered Trade Mark of the Office of Government Commerce.

About Logica

Logica is a leading IT and business services company, employing 39,000 people across 36 countries. It provides business consulting, systems integration, and IT and business process outsourcing services.  Logica works closely with its customers to release their potential - enabling change that increases their efficiency, accelerates growth and manages risk.  It applies its deep industry knowledge, technical excellence and global delivery expertise to help its customers build leadership positions in their markets. Logica is listed on both the London Stock Exchange and Euronext (Amsterdam) (LSE: LOG; Euronext: LOG). More information is available at

About Capgemini

Capgemini, one of the world’s foremost providers of consulting, technology and outsourcing services, enables its clients to transform and perform through technologies. Capgemini provides its clients with insights and capabilities that boost their freedom to achieve superior results through a unique way of working - the Collaborative Business Experience - and through a global delivery model called Rightshore®, which aims to offer the right resources in the right location at competitive cost. Present in 36 countries, Capgemini reported 2007 global revenues of EUR 8.7 billion and employs over 86,000 people worldwide.

More information is available at

Capgemini Press contact:

Tom Barton

Capgemini UK plc

Tel.:+44 (0)870 238 2491


Logica Press contact:

 Nadia Boodram

 Logica UK Limited

 Tel: +44 (0)7921 932363