Selective IT outsourcing

Contents

1 Welcome 2 Why choose Acora? 4 Our board members6 Company facts & figures 8 Our clients 10 Case study – Alpha Trains 12 Case study – Marlin Financial Group14 Case study – Scorpio Worldwide 16 Our services 20 Accreditations & partnerships

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Welcome:Introduction from our CEO, David Rabson

We are a company with service at our core. We help our clients realise true business value from their information technology, by ensuring that all aspects of their IT operation fully support their business objectives.

Our vision is to be the IT service partner of choice for business leaders in the mid-market space. With an emphasis on long-term partnering, our approach is to help our clients conquer the UK mid-market first, then to follow them as they grow into international markets.

Our services are underpinned by our selective outsourcing model which allows us to take the optimum amount of responsibility for our clients’ IT in order to deliver the right business outcomes and enables them to focus on what they do best.

Our purpose is to show you that there is an alternative to the traditional outsourcing businesses that cannot serve you and your market efficiently, and to demonstrate that we are a cost effective solution for our customers attempting to build and manage complex IT environments for themselves. We can work with you, for you, and alongside you from the boardroom, to the data centre, to the desktop.

We believe good service will change behaviour. Welcome to a change in the way you view IT service. Welcome to Acora.

David Rabson, CEO, Acora

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Why choose Acora?IT experts with business nous

Acora is a UK based IT services provider. With a 20 year pedigree and a recent history of rapid growth, we partner with forward-thinking leaders of dynamic mid-market businesses to deliver agile, scalable IT services that support their future growth plans.

We’re revolutionising ‘IT services’ to really deliver ‘IT services’ meaning our clients come first every time – not the technology, not the vendor, not the number.

Listening first, advising secondWhile many traditional outsourcers may deliver cost reduction and increased efficiency, they can lack innovation, analytical capabilities and attention to business outcomes. But we’re not like other outsourcing providers.

Acora’s approach is to ensure we understand our clients’ business journey first; we give them the space to be clear about their objectives, so the services we provide are perfectly right for them. Because we are vendor-independent and wholly objective, our solutions are truly flexible.

More than 350 mid-market businesses across the UK, Europe and the US trust Acora to take responsibility for part, or all, of their business IT – from project-based transformation services at one end to full outsourcing at the other.

So whatever value means to your particular business, we can help you realise it. We can help you to design and implement IT strategies that reflect the changing market but with one agenda in mind; yours.

We believe in creating a service that stands up to be measured against our customers’ objectives. Wherever our customers are on their strategic journey, we will meet them there – with expertise, professionalism and a belief that we can always do it better. David Rabson, CEO, Acora

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Our vision The Acora vision is to be game changers by providing outsourced IT services that cater to the ever-changing needs of the most dynamic, agile businesses in the mid-market. We will provide them with the freedom to flex strategically, adapt faster, and seize opportunity – supported at every step by an expertly managed IT strategy.

Our valuesOur values define our culture: they act as a promise to our customers and a constant challenge to ourselves, both as individuals and as a team, to be game-changers in every way, every day.

Be the best you can be is our daily challenge – to raise our game every day, as individuals and as a business. If you’re not moving forward, you’re moving back. The standards we hold for ourselves are high; we believe we could always be doing it better. We’re committed to making sure we remain our own harshest critic so that our customers can receive truly exceptional service.

We do what we say means we will never walk away from the job. At Acora, we keep our promises. Our culture of personal responsibility is an incredible asset – because our customers know beyond a shadow of a doubt that we will deliver. We don’t make excuses; if we make a mistake, we do everything in our power to put it right. Our clients put their business in our hands, and we don’t take that lightly.

Together we win reminds us to communicate seamlessly across the business, and build strong partnerships amongst ourselves and with our customers. Partnership and commitment are strong qualities in our people. We know that the way to success is collective, not singular. Communicating across departments, forging relationships and doing the best for your team creates a company that can deliver its promises and really partner with customers.

Defying expectations is about always delivering above and beyond. We don’t deliver mediocrity. Service means delivering real outcomes – not meeting requirements or scraping by with the bare minimum. Real service needs to aim for the exceptional as the standard. At Acora, we will always go the extra mile to achieve the sort of impact that builds lasting loyalty and mutual respect.

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Our board members:Working together with focused leadership

Richard AtkinsChairman

Richard Atkins brings an abundance of knowledge and experience to Acora, having spent the majority of his career within the IT services industry.

Previously, he was a Director at Data Sciences where he led its MBO from Thorn EMI in 1991 and then managed its successful sale to IBM in 1996. His final role at IBM was as General Manager for IBM Global Services Northern Europe where he was also a member of the IBM worldwide senior leadership team. Since leaving IBM in 2005 he has acted as a Non-Executive Director for several companies including Compel, Message Labs, Morse and Easynet.

As well as being Chairman at 7city Learning and a Non-Executive Director at Aon in the UK, we are proud to have him as Chairman of Acora.

David RabsonChief Executive Officer

David leads Acora with the vision, drive and commitment he expects from every member of the business. He believes in being accessibleto both staff and customers in equal measure, leading by example and challenging himself to constant improvement every day.

Since leading the MBO in 2006, he has been committed to building a high performance, values-led culture with people at its heart. David’s vision has always been to create a game-changing organisation that redefines the value of service in the industry. Through his singular commitment to customer focus, he has driven change through every level of our business to transform our culture, processes and service delivery.

The board members he has handpicked to accompany him on his journey are testament to the quality Acora will pioneer and the standards we will set as we continue to challenge expectation and deliver excellence for the most dynamic and ambitious businesses in the mid-market today.

David HemmingsChief People Officer

David brings 25 years of business expertise to Acora. Between 2008 and 2012, alongside the rest of the board (as Non-Executive Director), he helped drive the company’s early transformation – providing perspective, objectivity and guidance.

Joining the board in an executive capacity in May 2012, he now focuses on our People and the underlying delivery, communication and alignment of our core strategy.

With a background in corporate finance, banking and business consultancy, David spent over 20 years helping businesses like Acora create and implement their plans. Having been involved with many dynamic businesses, he is well placed to help Acora succeed with its growth and acquisition plans.

Gary PageChief Financial Officer

As Chief Financial Officer, Gary has been instrumental in the company transformation that began in 2006. He brings strong leadership and financial acumen to Acora, keeping us on course to achieve our company vision.

Through his excellent leadership, the business has become a robust partner for our customers; we have increased profits year on year even as many businesses around us have continued to suffer the effects of the recession. He is committed to the values of the business he has helped to build, and looks forward to its continued evolution and success over the next few years.

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Lee GanlyChief Technology Officer

As our chief technology strategist at Acora, Lee sets the standards for the technology we deliver to our customers and continually supports the board in shaping the strategy of our business.

His experience, understanding and business focus mean that our services remain in tune with the most significant market developments and technical innovations. Because of this, Acora’s range of services and mix of technologies are the right fit for the ever-changing needs of the dynamic mid-market.

As the pace of change in the IT industry accelerates, Lee’s skill in mediating between the latest technology trends and the business-focused IT services we deliver to our customers has proven invaluable. His passion for the potential of technology to create intelligent, productive and empowered businesses ensures that, as we grow, he will continue to be a driving force, both within Acora and the industry as a whole.

Paul FaulknerMD Business Software

As our head of business software, Paul has over 20 years experience of working within the IT industry, specialising in business software, managing support, software development, consulting and sales teams.

Paul’s experience spans various industry sectors and includes multinational, government and plc service delivery. This has enabled him to understand the needs of our clients and internal teams in order to ensure we deliver the best possible service to them.

Paul leads an experienced team of business software specialists, many of whom have been with the company for over 10 years, and ensures that sales and operations work together to deliver successful client engagements.

Following Acora’s acquisition of PCS in 2011, Paul has been instrumental in establishing Acora’s business software team as one of the UK’s top Microsoft Dynamics partners.

focused leadership

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Company facts & figures:A focus on growth

Founded in 1989 as a traditional reseller business, David Rabson (CEO) completed an MBO in 2006. As part of the MBO strategy, the company moved towards a more service-centric model and began to target multi-year contract services.

To support its positioning and future strategies around owning the mid-market, ADA Technology Services rebranded to Acora in 2011.

An unwavering commitment to the delivery of measurable and sustainable business gains for its customers has enabled Acora to achieve a 31 per cent compound annual sales growth over the last four years. The company’s core strategy is to focus upon ‘owning’ a high value niche, providing selective outsourced IT services to the dynamic UK mid-market.

Staff levels have steadily increased year on year, more than doubling in size since 2009. A current 130 + strong team is made up of a large number of time-served professionals with proven track records of successful IT service and project delivery across a broad range of businesses and industries. A 24/7 service desk and data centre operates from both the West Midlands and West Sussex offices and there is a sales presence in London.

Client locationsworldwide

130 + employees

FY2009 FY2010 FY2011 FY2012 FY2013

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Quick facts• 35% – percentage of customer base

under managed contracts• 1,181 days – average contract length• 5 + years – retention rate for 98% of tier 1

customers• 95.5% – SLA achievement level• 8,500 – number of consulting days

delivered in 2012• 33,000 – number of users supported• 3,000 to 4,000 – number of case resolutions

per month

Growth in multi-year contracts under management over last 4 years

2010: £9,348K

2011: £14,963K

2012: £18,894K

2013: £22,626K

UK regional officesand client locations

West Midlands

London

West Sussex

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Our clients:The choice of leaders

We apply a wholly commercial approach to the way we apply and manage IT for our clients. From the outset enabling your business to become more efficient, profitable, agile and secure is always our primary goal – while developing and delivering more capable and cost-efficient IT is the route.

Target market Unlike other outsourced IT partners, we don’t only see our clients by sector. We define them by attitude. Acora’s core client base can be defined as mid-market businesses that range from 50-1,500 employees and are led by strong, goal-focused leaders. These are change-oriented organisations with ambition and drive – willing to innovate, looking to grow, possibly underserved by the inflexibility of the big players in the outsourcing market and the basic support services of the small-time providers.

While others talk, we listenListening to our clients is the most fundamental thing we do to create value from their very first contact with us.

We treat every client individually; we consider the specific context of each client and each engagement. Our engagements aren’t transactions or activities; they are journeys based on trust.

Right now we are helping more than 350 mid-market companies to:

• improve their ability to predict and control IT investment and operating costs

• deliver their products and services more effectively and efficiently

• shape the correct technology solutions to meet their business strategy

• reduce exposure to system downtime, disruption and risk

• increase enterprise value through development of their IT function

Service excellenceYou can be assured that our practices, processes and competencies meet the key industry accreditations – based on ISO through to ITIL – and that you will receive the highest quality of service for your business requirements.

Our service desk is 3-Star Service Desk Institute (SDI) accredited ensuring most problems are resolved quickly by our first level response team. The most challenging problems are escalated to our second level team, ensuring fast access to high level expertise and a speedy resolution to the problem.

Client baseOur nationwide client base spans a variety of industry sectors and includes:

• Europe’s largest and most diversified specialist train leasing company

• one of the UK’s best respected property development companies

• an international top 50 law firm• the world’s largest producer of computer-

controlled metal cutting machine tools• a premier financial services company

specialising in the collection and management of group-owned and contingency accounts

• an international media technology company• a global printing and coding

technology company

I have no worries about our IT whatsoever because Acora is accountable for everything and is a one-stop-shop for all our IT needs. Acora is just like another department within my business, and whenever the need does arise for IT advice or assistance then I can simply call the Acora helpdesk and be confident it will be addressed immediately.Ian Cowie, Managing Director, Scorpio Worldwide Ltd

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Acora instil trust; the services they deliver are appropriate for our needs. They have been able to flex around the changing needs of our business and allow us to focus on our core business objectives without having to worry about the provision of IT services. Their service is backed by high quality reports which track service levels, improvements and key focus areas, project status and IT capacity.Shaun Mills, CEO, Alpha Trains

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Case study:Alpha Trains

Our client Alpha Trains has been Europe’s largest and most diversified specialist train leasing company for more than ten years, providing in excess of €2.1 billion in new-build rolling stock to both public and private operators in a dozen countries across continental Europe. With offices in Luxembourg, Cologne, Antwerp, and Madrid they manage a fleet of approximately 400 locomotives and 300 passenger trains.

Acora has been proudly supporting and safeguarding their impressive business success for the last four years by delivering their entire IT operation for maximum strategic advantage in a challenging economy.

Business change events The following events have shaped the Alpha business over the last four years:

2008Changing ownership & independent servicesThe Royal Bank of Scotland Group sold Angel Trains to a consortium of infrastructure investors in August 2008 to maximise on core specialisms, but created a fragmented IT system in the process.

2009New organisational structureAngel Trains International used the opportunity to create a framework for continuous improvement and look at innovative ways to shape the future business with tailored customer rail solutions.

2010RebrandAngel Trains International rebranded as Alpha Trains, with a strong new corporate vision and business strategy.

2011-12Relocate & restructureOnce fully aligned with the right IT and reflecting the need to support a 100% continental market, Alpha Trains relocated from London to mainland European sites.

How we added value Alpha Trains had undergone much change over the last four years, and continues to rely on IT to support their business objectives. The strong partnership with Acora developed, with the following key technology service milestones:

2008Full strategic assessmentAcora launched a strategic assessment of Angel Trains’ IT services post-sale, reviewing its IT architecture and operating model, and fully reviewing the outsourced/in-house IT service.

2009Fully outsourced to AcoraAcora was selected to be the strategic IT partner and helped to deliver the full business potential at this crucial time. We created a robust and agile IT infrastructure and introduced an outsourced IT helpdesk. We also supported the following areas:

• IT strategy generation• change/demand management• capacity management• proactive systems monitoring• security management• IT procurement and contract management

2010Going continentalTo consolidate the business and enable the business focus to shift to the European markets, Acora permanently moved Alpha Trains’ UK allocated resource to the mainland European offices (Cologne/Antwerp/Luxembourg/Spain) with enhanced connectivity, virtualised desktops, improved disaster recovery capabilities, and an upgraded core financial platform.

2011Mobile workingIn order to attract the best European talent and enhance business-wide efficiency, Acora developed Alpha Trains’ mobile working solutions by piloting tablet and mobile devices, while also enhancing the business’s online project management and strategic data management capabilities.

2012Relocating London officeIn 2012 Acora supported a major relocation of the London office to an expanded facility in Cologne, with WAN upgrade and full telephony reconfiguration.

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Case study:Marlin Financial Group

Our client Marlin Financial Group, a private equity backed business, is one of the UK’s premier financial services companies specialising in the collection and management of group-owned and contingency accounts in all consumer credit sectors. Acora has been working with Marlin since 2006 and in 2010 transitioned Marlin’s IT delivery into a fully outsourced service.

More recently, Acora undertook a full transformation of Marlin’s infrastructure and delivered a formal IT strategy.

ChallengeIn late 2011 Marlin asked Acora to undertake a full review of their core line-of-business applications to help identify:

• potential areas of risk reduction • opportunities for operational efficiency• a roadmap of strategic and tactical

initiatives and changes

SolutionAcora engaged with key business stakeholders over an 8-week period and delivered a comprehensive review with some key recommendations including:

• an upgrade or replacement of Marlin’s core case management/CRM solution

• replacement of their in-house automated dialling system

• introduction of an integrated extract, transform & load (ETL) solution

Our consultants then provided a clearly articulated roadmap showing how those projects could be achieved, within a realistic timescale.

Over a 6-9 month period, Acora’s consultants proceeded to guide the combined Acora/Marlin team to identify and procure suitable solution replacements for the core CRM and dialler platforms through a structured vendor selection and negotiation process. The deliverables of the project included:

• overall project management • analysis and specification of critical business

requirements• design of the target solution architecture

including integration and process automation benefits

• a phased introduction to minimise disruption and risk and maximise benefit

• management of key vendor relationships and activity

• issue resolution and risk management

Outcomes The introduction of these system improvements has not only improved Marlin’s operational efficiency, but the company’s IT systems now have genuine scalability, which in turn has unlocked their latent growth potential. In addition, Marlin’s IT application environment has transformed from being a possible limitation to growth into a business asset of significant value, leaving them in a position of real strength for the coming years and keeping them firmly ahead of their competition.

Specifically this change programme has delivered to the Marlin business:

• an enterprise-scale CRM application fully integrated with a high-performance call management solution

• fully automated application integration from CRM to multiple satellite systems via an industry leading ETL application

• major productivity gains and operational risk reduction through elimination of manual processing

• predicted ROI of 450% in year one and over 4,000% over a five year ownership period including all project and acquisition costs

Partnership Acora’s team were on the ground with Marlin staff throughout the project lifecycle and post go-live period, sharing the workload and helping to ease the transition to the new environment. Our collaborative approach means that we are not just there for the short-term gains but will also be around to help with the long-term challenges as well. Acora and Marlin work day to day as a single unit with a common objective: the continuing excellence of Marlin’s IT systems and services. Because our relationship is built upon a close understanding of our client’s business goals and measures of their success, our on-going vCIO service can really focus on the areas that will add the greatest value for them.

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450%ojected ROI in year one:

4,000%projected ROI after five years ownership:

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Acora’s expertise and experience has been pivotal in helping us to deliver the biggest programme of IT change we have ever undertaken. They provided us with a clear vision of the future and a delivery roadmap that all the business stakeholders could understand and buy in to. Technology is now viewed by the business as one of our major assets.Martin Dunphy, Chairman, Marlin Financial Group

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Acora is our trusted advisor because they talk about IT in a way thatpeople can clearly understand and are able to use to make strategicbusiness decisions. I think of Acora as a company with very capablebusiness people that know an immense amount about IT.Ian Cowie, Managing Director, Scorpio Worldwide Ltd

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Case study:Scorpio Worldwide

Our client Scorpio Worldwide is a specialist in the travel retail market, supplying premium fragrances, cosmetics, watches, jewellery, accessories and travel goods to over 200 airlines, ferries, cruise liners, and most duty free shopping groups.

Our briefScorpio came to us after a period of rapid growth that saw them expand from a £5m to £25m company. With turnover increasing five-fold over nine years, they knew that their ageing infrastructure would not support their business for much longer. Working with some of the world’s premium brands and increasingly demanding customers, Scorpio needed a new infrastructure that would leverage the quality of their service with innovative technology solutions.

Unique challengesLack of business insight Without accurate or in-depth reporting capabilities to understand their rapidly expanding business, Scorpio lacked the ability to make strategic decisions for their business. They needed an expert IT partner to help them understand where opportunity lay to create dramatic new value.

Limited in-house expertise and business scepticism With limited IT resource in-house and a slight scepticism towards the idea of outsourcing, Scorpio recognised that what they required was external support to work alongside their own significant expertise.

Protecting their premium reputation Scorpio relied absolutely on their reputation for excellence, delivery and robust business continuity in order to protect their competitiveadvantage in the marketplace. Downtime or failures would compromise their footing with existing customers and future competitive capability.

When our clients talk, we listenAfter speaking to Scorpio about their concerns,the internal reluctance to outsource, and taking into account the rapidly changing nature of their business, Acora conducted a long, medium and short-term review of the IT business needs. The Acora team were able to clearly see where the technical challenges lay, where real value could be created, and the level of financial commitment that would need to be made in order to create a highly competitive and secure IT infrastructure.

Shaping our services around youWorking with Scorpio to demonstrate clear value Acora produced a business-focused report that demonstrated the clear benefits of the IT services required to support the business as it moved forward, showing the business a like-for-like comparison with the value of managing their IT in-house.

One clear business management system Acora installed Microsoft Dynamics NAV. This gave Scorpio the ERP system it needed to manage all aspects of its business and provide senior management with complete transparency on business performance.

Scalability By virtualising Scorpio’s working environment, the business IT became scalable, agile and cost-efficient.

Streamlined processes A new warehouse management system was introduced to streamline existing inventory management processes, for efficiency, accuracy and enhanced productivity.

24/7/365 Support for proactive problem resolution and robust business continuity.

Our services delivered• total business focus:

Acora takes full responsibility for all business IT

• no need for in-house IT team• scalability and agility to respond

competitively to internal or external developments

• high quality business intelligence for strategic decision making

• on-site or off-site support – immediate and accessible

• high security and robust business continuity• clear management platform and total

business transparency to protect and enhance quality of service

• stable and predictable monthly IT costs; freed-up capital to invest in the business

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Boardroom Data Centre Desktop

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Acora provides practical IT solutions to real business challenges

From the boardroom to the desktop, everyone in an organisation is a consumer of IT. So whether you are seeking to improve response and resolution times for end-user requests, review your current systems and infrastructure or overcome a business enablement challenge, we can devise and deliver the perfect solution to meet your current and evolving needs through our 5 pillars of IT excellence.

Advisory services Application services IT infrastructure services Cloud services Outsourced and co-sourced services

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Our services:Five Pillars of IT excellence

Our open approach, supported by our methodology that empowers the customer to take part in the key decisions, means that not only do we have the confidence that the project will be a total success, but we also have the certainty of building a lasting partnership with our customers. This is how we differentiate ourselJames Karp, Sales Director, Acora

ves.

Advisory services

Acora’s consulting team offers clients a comprehensive range of services, varying from an initial high-level briefing with the executive to hands-on implementation of key change programmes. Our consulting teams will work across your business.

Our skilled technology experts are experienced, commercially focused people who work with you to understand your business at a practical and operational level. Our experts provide realistic and achievable IT strategies that match your business strategy.

Acora’s advisory services include:

• generation of an IT strategy for infrastructure, applications and IT operations

• IT risk management• IT/business change programme management• solutions architecture• application architecture• data management strategy• packaged software selection

Many of these advisory services may not be one-time activities, but form part of an on-going process.

Our contracted ‘Virtual CIO’ service can ensure managing boards have an adaptive IT strategy and roadmap that continues to be relevant and current through regular scheduled reviews and updates.

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Application services

Acora specialises in delivering a range of software tools and services to enhance the business processes of our clients for a number of departments including:

Finance, Sales, Purchasing, Warehouse, Marketing, Production, Service and Projects Office.

We add value to your business by effecting results including:

• time savings/resource cost reductions • scalability for growth through increased sales

or acquisition• quicker/more detailed management information• standardisation across the business through

integration of people and systems• automation of processes and actions

in the business• process reviews and reengineering

Solutions we deploy include:

• Dynamics NAV – ERP and CRM• Sharepoint• Mobile data capture – warehousing/

field service/field sales• Zetadocs – document management with

integration to Sharepoint• ExpandIT – ecommerce/webstore• ZAP/Jet Reports – business intelligence/

management reporting

As a top Microsoft Dynamics partner, the Acora business software team has vast years of experience implementing ERP and CRM solutions, particularly Dynamics NAV.

They use a unique ‘Acora’ methodology to ensure that the full functionality of the product is applied – and that bespoke development is kept to a minimum. This methodology includes training key users on the product so that they can collaborate with the Acora team in the configuration of the software.

IT infrastructure services

Acora’s IT infrastructure services deliver to your IT strategy and maximise the value from your technology investments. Acora designs, deploys and manages technologies from a comprehensive portfolio of key networking, server, storage and security vendors – all selected and proven to deliver assured services, innovation and value.

We use established approaches and expertise in designing, deploying and managing modern dynamic IT infrastructures. With dedicated teams for project management, technical architecture and engineering we ensure high quality delivery and smooth transition to service management and application teams.

IT infrastructure transformation servicesSuccessful business transformations nearly always demand changes to the technology that supports the business processes. Acora follows a methodology that produces a roadmap of systems changes to support even the most complex global transformations, to enable business strategies such as post-acquisition carve out, operational rationalisation, expansion, ecommerce and mobility.

Managed infrastructure servicesOur managed infrastructure services include:

• service desk• systems monitoring• change management• software updates/patching• capacity management

These services provide on-going technology and management expertise, financially backed service levels and a defined and measurable commitment to infrastructure improvements.

Cloud services

As cloud services mature, they qualify for consideration as a credible component of every IT strategy. Acora consults, deploys and manages cloud solutions through our network of approved partners – providing Infrastructure-as-a-Service (private, public and hybrid clouds) and Software-as-a-Service solutions.

Cloud strategyWe provide consulting services to assist in the development of cloud strategies. Our processes include:

• establishing the needs of the business• reviewing the current application or infrastructure• determining the feasibility of a cloud solution• developing technology architecture• selecting suppliers• providing an implementation roadmap for success

Cloud deploymentWe deploy services across a range of cloud solutions – from a simple deployment of a new application, to building out a hybrid cloud environment to accommodate a complex and deeply integrated back office infrastructure.

When deploying a cloud solution, we will partner with key vendors to leverage their expertise to provide a flexible, scalable approach to hardware and software use.

Cloud managementImplementing a cloud solution can change an organisation’s approach to IT service management. During this process, Acora’s outsourced service desk and cloud solutions monitoring services provide assured foundations for our clients own customers and flex in capacity as the need arises.

Outsourced and co-sourced services

Acora’s outsourced services are founded on ITIL principles, the de facto standard for IT service management.

Acora has distilled the essential components of ITIL and created a framework of service options that apply ‘just the right amount’ of process with accepted best practice. We offer you the flexibility to outsource your non-core services, protected by clear control and governance, transparent service deliverables and responsibilities.

Acora’s services and staff are able to blend with your own services and IT resources to provide a tightly integrated, effective and co-sourced service delivery model.

We strongly believe that innovation must still exist in outsourcing. The service, infrastructure and applications should all evolve with the business and match advances in technologies to remain competitive.

Acora’s outsourcing customers continue to innovate and improve their IT services by accessing a comprehensive solutions portfolio that is continually reviewed and developed.

A dedicated resource team is allocated to every Acora client, ensuring a scalable model and consistent, tailored service at all times.

Our outsourced services include:

• IT service strategy and roadmap• SDI accredited service desk: service requests,

incident, problem, change management• systems monitoring and event management • capacity management• IT service continuity

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Accreditations & partnerships:Services ingrained with best practice standards

Our accreditations demonstrate our commitment to quality and continual improvement. These accreditations mean that we can provide ‘big business’ best practice, security and total peace of mind for our clients and we can stay with them for the long haul.

ISO standards achieved• ISO 20000-1:2011: demonstrating an

integrated approach to delivering managed services

• ISO 27001:2005: the international best practice for an information security management system

• ISO 9001:2008: acknowledging an internationally recognised quality management system

British standard achieved• BS 25999-2:2007: British standard for

business continuity management (BCM)

We are delighted that Acora has achieved certification to these four internationally recognised, management system standards. This is a clear sign of the organisation’s commitment to continual improvement.Don Stanley, Head of Assessment and Training at LRQA

The Acora Experience

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