Presilient Worldwide IT Operations Center
Published on: Mar 4, 2016
Transcripts - Presilient Worldwide IT Operations Center
PRESILIENT WORLDWIDE’SIT OPERATIONS CENTER(ITOC)
2Business AdvantageTransform your IT department frombeing a cost center to a businessadvantage.Presilient Worldwide providesspecialized ITOC services to freeup your IT resources allowing themto re-focus on delivering innovative,business-improving technologiesand solutions.
3The ITOC Advantage• An effective Service Deskimproves:– Employee productivity– Reduces IT support cost– Enables your organization tore-focus the existing IT teamon more strategic projects.• Specialized ITOC services:– Certified IT Operations Center(ITOC) support team– Knowledge-centered approach• Integrates technical expertise• Information management• Best in class tools• Mature ITIL processes• ITOC support enables:– Access to enterprise grade,high quality IT supportservices– Affordable pricing whichreflects the economies ofscale, toolsets– Process sophistication usuallyonly available to largeorganizations.• We provide end-users anexceptional service experiencethat improves the productivityof your IT team.
4Benefits• Service Quality. ITOC is staffed by qualified engineers supported by acomprehensive toolset. We place an emphasis on continually building ourknowledge of our customers’ systems, users and business needs and usingthis knowledge as the basis of a proactive support methodology. The resultis faster diagnosis, more effective resolution and greater user satisfaction.• Full Coverage. Our Colorado-based ITOC provides full coverage acrossyour business hours. For cost effectiveness, full support is provided duringnormal business hours, with an after-hours model in place to service criticalincidents whenever they occur. A flexible resource model means that wecan provide a uniform response level to users even through periods of highdemand.
5Benefits• Resource Stability - Knowledge Retention.– ITOC allows your key IT staff to stay focused on high value projects that drivebusiness advantage.– Providing better job satisfaction while delivering businesses with morepredictable project outcomes– Improved IT support team morale, and assisting with staff and knowledgeretention.• Realizing Savings.– Continuously improve efficiency through removing complexity, reducing non-standardization, automation of repetitive tasks, tool integrations and root causeresolution.– Service Agreement models that pass savings directly to our customers enablingthem to realize benefits in a way that fixed internal resource models cannot.• Integrated Delivery – Extend and enhance your IT Team.– ITOC can operate as an extension of your IT team.– Enable work to be passed seamlessly between all teams – yours and ours.
6SupportTicket Management• Single point of contact forall user support• Customized telephoneand web portal interfacesfor users• Tier I & II incidentsresolved• Assignment of incidentsand service requests toonsite or internal IT andexternal vendors asneeded.• Track and manage allincidents and requests toclosureDesktop Support• Support of all PCs,laptops, Smartphones,printers and mobiledevices• Remote managementand control agentinstalled on all devices• SOE (Standard OperatingEnvironment) repair,updates, rebuilds• Asset tracking –ownership, location andconfiguration of PCs &LaptopsUser Support• Customized end-userservice portal with single-sign-on link from yourintranet• Self-help support portal –FAQs, knowledge base• Functional help andguidance for businesssoftware
7SupportSLAs for all Services• Phone call answer timetargets (e.g. 90%answered in 30 seconds)• Priority-based incidentresolution targets (e.g. 4hour resolution forPriority 2)• Service Requestscompleted with agreedtarget times• End user satisfactionsurveys (e.g. averagesatisfaction greater than90%)Service Management &Reporting• Service Delivery Managerassigned• Operational statusreports• Monthly performanceanalysis• Proactive serviceimprovementrecommendationsOn-Site Technical Support• Moves, adds, changesetc.• Desk-side assistance• Data centre operationsmanagement
8The Message• Full range of services available• Integration with existing IT team / processes / policies• Industry Standard tools - Easy to implement, easy tointegrate• Best Practice Methods - ITIL• Reduced Cost - Direct and indirect savings• Improved End User Experience
A 24/7 IT OPERATIONS CENTERYOUR CAN RELY ON!