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Presentation Identifier Goes Here 1 Business Critical Services Helping you manage your IT Risk

Business Critical Services Helping you manage your IT Risk

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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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Page 1: Business Critical Services Helping you manage your IT Risk

Presentation Identifier Goes Here 1

Business Critical ServicesHelping you manage your IT Risk

Page 2: Business Critical Services Helping you manage your IT Risk

Pervasive On-Premise IT Challenges

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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.

Page 3: Business Critical Services Helping you manage your IT Risk

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Symantec Business Critical Services

Business Critical Services

is the answer to your problems…

Page 4: Business Critical Services Helping you manage your IT Risk

Business Critical Service Offerings

4

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

Page 5: Business Critical Services Helping you manage your IT Risk

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

Page 6: Business Critical Services Helping you manage your IT Risk

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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

Page 7: Business Critical Services Helping you manage your IT Risk

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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

Page 8: Business Critical Services Helping you manage your IT Risk

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

Page 9: Business Critical Services Helping you manage your IT Risk

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

Page 10: Business Critical Services Helping you manage your IT Risk

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

Page 11: Business Critical Services Helping you manage your IT Risk

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

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Page 12: Business Critical Services Helping you manage your IT Risk

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

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Page 13: Business Critical Services Helping you manage your IT Risk

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.

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Assurance Services

Change Management

Ops Maintenance

Business Critical Services

Page 14: Business Critical Services Helping you manage your IT Risk

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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

Page 15: Business Critical Services Helping you manage your IT Risk

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

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Managed Services Delivery Components

Escalation & ManagementMonitoring

Making The Most Of Information Management Technology & People

Page 16: Business Critical Services Helping you manage your IT Risk

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

Page 17: Business Critical Services Helping you manage your IT Risk

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

Page 18: Business Critical Services Helping you manage your IT Risk

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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