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Business Critical Services Helping you manage your IT Risk. Pervasive On-Premise IT Challenges. Elusive Service Levels. Staffing Complexities. Establish / Improve Service Levels. Finding, Growing, and Retaining technology-savvy personnel. 99%. 87%. - PowerPoint PPT Presentation
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Presentation Identifier Goes Here 1
Business Critical ServicesHelping you manage your IT Risk
Pervasive On-Premise IT Challenges
2
Elusive Service Levels
Staffing Complexities
Cost Controls Usage & Adoption Inefficiencies
99%
87%
100% of our customers have, or will have, at
least one of these challenges…
Establish / Improve Service Levels.
Finding, Growing, and Retaining technology-
savvy personnel.
Get the most of the technology investment
and productivity.
Lower and Predictable Costs.
3
Symantec Business Critical Services
Business Critical Services
is the answer to your problems…
Business Critical Service Offerings
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Advanced Access
Top of queue rapid reactive response
Remote Product
SpecialistDirect access to a named technical
expert
PremierA Customized
comprehensive service solution
delivered by a dedicated support
team
Dedicated Business Critical Engineer
Value-Added Services
Managed Enterprise
Vault
Managed Backup
Managed Services
You get
A single point of contact
Direct access to our product experts
Our most accelerated service levels
Someone who understands your company’s IT environment
World-class IT risk mitigation
5
Business Critical Services
6
Business Critical Services drive Customer Value
ContinuousService
Improvement
Optimize IT Operations
Stabilize IT Infrastructure
Rapid Response
Up-to-date best practices right where they are needed
7
Staffing Complexities
Elusive Service Levels
Unpredictable IT Costs
Usage & Adoption Inefficiencies
• Finding, growing, and retaining technology-savvy personnel is a challengeBCS provides rapid access to top notch expertise 24X7
• Solution availability, inconsistent remediation efforts, & limited visibilityBCS proactively ensures service levels through monitoring and
management
• Upgrades, compliance issues, and ad-hoc storage purchasesBCS has access to best SYMC talent to optimize IT infrastructure and
mitigate risk
• Technology consumption gaps and unrealized solution ROI BCS service delivery ensures transparency, compliance and costs are
controlled
How do we solve problems
Advanced Access
• Product family specific coverage• Priority queuing• Unlimited named callers• Accelerated response targets• 24X7 Advanced team call routing
8Business Critical Services
Optimize IT Operations
Stabilize IT Infrastructure
Rapid Response
Call Coordinators
Frontline Advanced Team
Backline / Engineering
X24x7x365
Customer
Advanced Access
Top of queue priority Advanced team access
Remote Product Specialist
• Product family specific coverage• Single point of contact during business hours• Up to six named callers• Accelerated response times • Priority call queuing during non-business hours• Advanced team call routing during off-hours• Expedited virus submissions and response*
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* Available with some RPS plansBusiness Critical Services
Optimize IT Operations
Stabilize IT Infrastructure
Rapid Response
Premier Services
• Customizable Mission Critical Solution• Product family Coverage• Business Critical Account Manager • Access to Business Critical Engineers• Unlimited named callers• Accelerated response times • Priority call queuing• Advanced team call routing• Access to a portfolio of proactive services
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Business Critical Services
Optimize IT Operations
Stabilize IT Infrastructure
Rapid Response
Business Critical Account Manager (BCAM)
• Designated Named Resource Your Trusted Advisor and Business Advocate into Symantec
• Single Point Of Contact available 24x7
• Proactive Ownership of critical severity level 1 issues
• Tailored Support Planning outlining your unique support requirements.
• Account Reviews to evaluate progress against the account support plan and continuously help improve the support of customer’s Symantec technologies.
• Coordination of onsite resources and proactive service deployments
• Scalable resource that can be scoped to meet your unique needs
Optimize IT Operations
Stabilize IT Infrastructure
Rapid Response
11
Business Critical Engineer (BCE)
• Technical Expertise a product specific resource that can called upon by the BCAM to help resolve cases
• Proactive Service Delivery available to deliver a portfolio of enhancement services that are designed to help you maximize the efficiency & productivity of your Symantec products
• Scalable, available as a shared pooled resource or a named product specific entity just for your account
• Continuous Process Improvement through production planning, assistance with deployment of updates and patches and the constant transfer of knowledge
Optimize IT Operations
Stabilize IT Infrastructure
Rapid Response
12
Enhancement Services
Available in these scenarios
• Immediately available to Premier plan customers in exchange for fly-to-site entitlements.
• Available as add-ons should a Premier customer require more than their allotted number of fly-to-sites allow.
• Dedicated Business Critical Engineers may perform these services as a part of their ongoing engagement.
13
Assurance Services
Change Management
Ops Maintenance
Business Critical Services
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Managed Services
Assume management of product daily operations Implement and enforce SLA’s Maximize value of Symantec technology Deliver to Predictable Costs
Making The Most Of Information Management Technology & People
Service Management
Center
• 24x7 Monitoring• Report Generation• Incident Remediation• Change Management
Product Specialists
• Senior Technical Resource
• Key Planning Activities• Best Practices Oversight• Engineering Interface
Service Delivery Manager
• Primary Management Interface
• Account Reviews• Service Escalation• Service Governance
Managed Enterprise Vault
15
Managed Services Delivery Components
Escalation & ManagementMonitoring
Making The Most Of Information Management Technology & People
Symantec Managed Services – Conquering Challenges
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Staffing Complexities
Administration Challenges
Resolution Achieved Through
Elusive Service Levels
Usage & Adoption Inefficiencies
Cost Controls
Service Management Center
Managed Services Solution
SLAs
Symantec Best Practices
Predictable Cost
Making The Most Of Information Management Technology & People
The relationship between State of Michigan and Symantec Business Critical Services has been instrumental over the past year, as we performed a massive consolidation.
Most importantly, we saved hours of frustration because of the expertise of the Business Critical Services team.
The responsiveness and understanding of our environment and objectives are important to our ongoing success.
With Business Critical Services, I feel we receive maximum value from the investment in Symantec technology.
Dan LohrmannActing CTO and Director of Infrastructure ServicesMichigan Department of Information Technology
Business Critical Services 17
Customer Value
Award–Winning SupportAcknowledged by the industry as “being among the best in the business”
Service Excellence
2011 • Value-Added Support• Customer Commitment
2010 • Lifetime Achievement Award for Outstanding Services
2009
• Mission Critical Support• Best Customer Commitment• Best Use of Metrics and Business
Intelligence
2008 • Partner Management• Lifetime Achievement Award
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