Multisourcing Service Integration

Multisourcing Service Integration (MSI) enables seamless, end-to-end management of multiple IT service suppliers through a single customer-facing IT interface for integration and governance.

Multisourcing Service Integration (MSI) provides you with visibility and control for building a unified vision of the end-to-end performance of your IT landscape. It simplifies operations and ensures contract compliance according to SLAs. It delivers performance tracking, including reporting on performance KPIs and analytics, process automation and intelligence (AI) with forecasts for future needs.

Multisourcing Service Integration from Orange

Orange coordinates and integrates service delivery globally

Multisourcing Service Integration is about providing a common set of management processes, reporting and measurement functions critical to the success of IT service delivery and management across all service towers provided by Orange or third-party suppliers.

Consulting
Development of a tailored MSI strategy

Maturity assessment
Audits, regulatory and compliance governance, recommendations and roadmap
Business risk analysis
Innovation and initiatives workshops

Digital integration
Multi-sourced IT service management interface

With vendors’ tools
With customers’ business processes
With customers’ IT processes and tools
With reporting and analytics tools
With operational management tools

Operational management
Implementation, support and continuous improvement

Transition and transformation support: MSI Agile project methodology for the delivery
Service desk and support: single desk, available 24x7, and standard single interface for all services
End-to-end performance monitoring and analytics: specific KPI measurement, predictive and descriptive analytics and Robotic Process Automation (RPA)

Vendor ecosystem management
Vendor service on-boarding and service performance management

Lifecycle and contract management: contract risk assessment and migration with a Customer Business Unit (CBU)
Unified service catalog and service pricing: service homogenization across providers
Governance at regional and central scale: MSI end-to-end contract execution

Mars chose an Orange integrated network, SD-WAN and sourcing solution

To enhance secure global connectivity at lower cost, Mars, Inc. built an SD-WAN with MSI security to support its growth over the next 10 years and to support its major "Network of the Future" initiative to develop the "Mars Intelligent Automated Network" to connect 125,000 associates across 80+ countries.

Read the case study

Paul L’Estrange

This partnership will provide Mars Associates with an Intelligent Automated Network that supports our digital transformation. The Orange network will provide four times our current network capacity at a lower cost, supporting new digital capabilities we’re using throughout our business.

Paul L’Estrange, Chief Technical Officer Mars Incorporated

Your main benefits

Simplicity and harmonization

Single service desk as single point of ownership to coordinate problems and changes
Single standardized interface for a 360° view of service
Unified service catalog to ease ordering across technologies
Unified reports and processes to manage events, changes

Premium Support

24x7 proactive monitoring
Multi-language support
Technical service desk, level 2/3 support, 3rd-party coordination
Operational level agreements (OLAs) between all parties
Automation of incident reporting

Operational efficiency

In-depth performance and capacity trending reports
Continuous improvement of process flows, delivery
Flexibility of governance to facilitate innovation
Decreased overhead costs due to economies of scale, cost management and automation

What makes the difference with Orange?

Proven experience
We manage 3rd-party providers through strong partnerships with 1,000+ IT players and service providers

Operational excellence
We're a leader in service operations: 5 Major Service Centers with over 5,000 service desk agents managing 3,000 incidents daily

Unique governance
+1,000 technical consultants globally and 90 ServiceNow experts ensure your business deliverables