Itsm Service Excellence Glopore Ims

| Boston | London | Bangalore |

IT Service Management Excellence

With

GLOPORE IMS

[Winner of Best Startup, Services2009

at StartupCity!]

Anushri Kumar

[email protected]


w w w . g l o p o r e i m s . c o m

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GLOPORE IMS Introduction

We are a pure-play IT Service Management (ITSM) company,

incubated from Babson College, USA (No.1 in Entrepreneurship),

and NSRCEL-IIM Bangalore, India

100% growth YoY in the past 3 years!

Winner of Best Startup, Services, award at Startupcity 2009!

What we do best:

• Align IT strategy & Business Strategy with IT operations

• Reduce TCO significantly (typical reductions ~40%!)

• Process Excellence: Implement and Follow Best Process Frameworks

like ITIL, ISO.

• Trusted advisor! Extension of your CIO office.



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Process: Global Standards and Best Practices in ITSM

Tools/Technology: Best-in-class Technology and Automation Solutions

Result:

Business

and

IT

Integration

IT Service

Management

Excellence.

Delivered.Infrastructure & Technology Solutions

Consulting & Training Services

Trainings and Workshops

ITSM Process Consulting Services

Information Security Consulting Services

Enterprise Certifications Consulting

Conferences and Seminars

People:

Global IT

Experience

and

Expertise

Infrastructure Management Services

GREEN IT Solutions

IT Service Desk

Onsite/Remote Infrastructure Management

End User Computing Services

Monitoring Services

Management Services

Vendor Coordination Services

IT Operations Optimization Services

Remote Technical Support Services

Plan: (Business & IT Strategy Integration), Design (Based on SOA), Deploy (Rollout to Operations)

IT Infrastructure Solutions Enterprise Applications Solutions ITSM Automation Solutions

GLOPORE IMS ITSM Service Offerings



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ITSM Practice: Proven Implementation Methodologies and Frameworks

GREEN IT

Solutions

Reduce

Reuse

Recycle

Certification

Workshops

Corporate

Trainings

ConsultingProcess

Re-engineering

Conferences

& Seminars

Assessments

Gap Analysis AlignmentEnterprise

Certification

GREEN IT: Economically Sensible, Socially Responsible

Process

Automation

Consulting

Workshops

E-learning

Result:

Improvement

in the Triple

Bottom Line!

Economic,

Ecological,

Social

benefits!

People:

Global IT

Experience

and

Expertise



5


Tools/Technology: Best-in-class Technology and Automation

Data Center

Storage

Database

IT Security

Messaging

Applications

Virtualization

Enterprise

IT Service Desk

End User

Computing

Vendor

Coordination

Fault

Rectification

Change & Release

Deployment

Service

Requests

Fulfillment

Remote

Technical

Support

Routine Patch

& Backup

Administration

Analysis &

Recommendation

Asset &

Configuration

Maintenance

Optimization

though

Automation

Networks

IMS: We Monitor, Manage & Optimize IT Services

Events & Logs

Monitoring

Result:

Business

and

IT

Integration

IT Service

Management

Excellence.

Delivered.

People:

Global IT

Experience

and

Expertise



6


ITSM Practice: Proven Implementation Methodologies and Frameworks

ISO/IEC 20000

IT Governance /

COBIT

Information

Security

ISO/IEC 27001

Certification

Workshops

Corporate

Trainings

ConsultingProcess

Re-engineering

Conferences

& Seminars

Assessments

Gap Analysis AlignmentEnterprise

Certification

ITIL ® / ITSM

CTS: Enable you to achieve ITSM Excellence.

ITSM Simulations

Process

Automation

Consulting

Workshops

E-learning

Result:

Business

and

IT

Integration

IT Service

Management

Excellence.

Delivered.

People:

Global IT

Experience

and

Expertise



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• IT Service Quality Metrics– SLA Based

• Response Time (From Call Registered to Call Resolution Start)

• Resolution Time (From Call Registered to Call Closure)

• Timely Technical/Hierarchy Escalations

• L1 Resolution Rate

• L2/L3 Escalation Rate

– End-user Based Feedback Survey• Incident Closure Satisfaction Survey

• Quarterly End User Survey

– Continuous Improvement Based• Incidents Trend Analysis and Recommendations

• Quarterly Increasing the Process Effectiveness and Efficiency

• Customer/End-User Complaint Handling System (CCHS)– Lead SDM Account Manager Management

• Reporting and Reviews– Weekly Reviews

– Monthly SDM Meeting

– Quarterly Account Manager/SDM Meeting

– Annual SLR/SLA Review

– Voice of the Customer with Management team

IT Service Quality Assurance



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Deliver quality services through better Business-IT alignment Business/IT Strategy IT Operations Service Delivery

Ability to Focus on core business and strategic initiatives Change focus from fire-fighting to service delivery

Predict & Optimize cost, lower IT Service Management cost Reduce TCO of IT Service Management up to 40%

Achieve operational consistency across the organization

Meet demand for higher service levels and availability

Address the lack of internal IT Technical expertise and skilled resources

Process and Operational excecellece

Increased productivity, customer retention & revenue growth

Customer Benefits



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Voice Of Customer

“I’m very impressed with the “Mission Impossible” set up over

here in the Bangalore studio! Thank you for helping AQUENT

become quite a success in India!”

Kimberly A. SchaeferVice President, Offshore Studios

“GLOPORE IMS has demonstrated excellent understanding of our

business and an approach to our IT infrastructure that would

scale with our business growth in India.

The IT service excellence delivered is impressive and provides a

great level of comfort not only to AQUENT but also to its client

base.”

Jayaraj GDirector, India Operations



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“GLOPORE IMS was very accommodative in

understanding our need and flexible to our

schedule. The Consultant from GLOPORE IMS

is very knowledgeable in the area of his

deliverables.”

“The Workshop from GLOPORE IMS was good

in content and well coordinated.

The Skills of the trainer was excellent !”

“The Workshop was well paced with

comprehensive coverage of the topics –

through a very crisp and

clear presentation !”

More voices of the Customers…



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GLOPORE IMS

is also member of

Fidelity UBS & more…

Our Customers – A Selective list


Integrate Business and IT Strategy with IT Operations

to ensure Quality IT Services are Delivered. Consistently.

Retain control over critical IT functions, don’t outsource them!

Discover GLOPORE IMS @ www.gloporeims.com

Thank You!Anushri Kumar

Email: [email protected]