Client IT Service Out-tasking Project · 2014-05-15 · RT Total Management Solution Single management focal point Complete, integrated end user ... Solution Summary Solution Model:

© 2006 Inteservice Corporation

Client IT Service Out-tasking Project(DESKTOP MANAGEMENT SERVICES)

Zhang Chao

SSM,PMP

2008-7-1


Agenda

1. Inteservice Out-tasking Service

2. Solution for Client

3. The Cost

Inteservice


Inteservice Values

Our Future Success Is Based on Inteservice Values

Dedication to every client's success

成就客戶

Trust and personalresponsibility in allrelationships 誠信負責

Innovation that matters -for our company and for

the world 創新為要

Value, Growth – We’re ON the Journey


Inteservice Out-tasking Service

Inteservice


Current Environment in IT

Manage Costs Speed to Market Globalization Need for Accountability/ Asset Control Systems Availability Required for customer satisfaction

Distributed Open Multivendors Env Global network/ complexity Mission Critical desktops Mobile remote offices Online data/voice/video communications

Users of technology are getting squeezed from many directions

Inteservice


Challenges to IT Operation

Inteservice


Inteservice Responsibility

Customer Responsibility

Transform

Entire customer skill and resource responsibility

[Self sufficient operations]

[Utilization of service vendors ]

Customer is problem ownerMultiple, independent service vendors

[Outtasking]Service Level Agreements (SLA)Single Point of ContactNo transfer of staff or assets

[Outsourcing]

External system responsibilityAsset and staff transfer to service vendor

Total Systems Management

Outtasking: A New Area Of CollaborationOuttasking: A New Area Of Collaboration

Inteservice Full-Range Technical Service will support the customer all the way forward.

Inteservice


Complete End User Support Cycle

INSTALL ANDMIGRATE

USERSPRE-DELIVERYPREPARATION DELIVER

CONFIGURE & PLANIMPLEMENTATION

LANADMINISTRATION

STRATEGY AND

STANDARDSDEFINITION

Alternative ACosts/Benefits Alternative B

Costs/Benefits

ANALYZE ANDRECOMMENDINTEGRATEDSOLUTIONS

FULL SERVICEHELP DESK

PROCURE

TRACK ASSETS

DISTRIBUTE ANDMAINTAIN

SOFTWARE

MANAGE

FULFILL

SUPP

OR

T

Total Management SolutionSingle management focal pointComplete, integrated end user servicesConsolidated reporting

Service level performanceUser satisfactionChargeback costs

BACKUP & RECOVERY

FACILITY ANDNETWORK

PREPARATION

MAINTAIN HARDWARE

ON SITE COORDINATIONAND SUPPORT

DESIG

N

SECURITYMANAGEMENT

2

TRAIN

E=MC

Inteservice


Inteservice


Infrastructure Resource Management (IRM) is Inteservice’s set ofservices and solutions aimed at helping customers -- large and small --integrate and manage the accelerating complexity and cost of their multi-vendor, client/server computing networks and environments.

IRM solutions are comprehensive, fully customizable and can be used tomanage one, many or all aspects of a client’s distributed systemsenvironment. IRM services are offered by Inteservice, and include -- apredictable annual service fee and proven systems management tools andprocesses.

Inteservice Solution-----Infrastructure Resource Management (IRM)

Inteservice


Configuration management and reporting:

Additional tasks:

Make use of:

Inteservice Service deskFront office

Incident ManagementProcess

ProblemProcess

Customer/userdatabase

Customer/userdata Users history

databaseUsers history

data Configurationdatabase

ConfigurationManagementdatabase

Service leveldatabase

Service levelinformation

Sub-contractorsand thirdparties

Sub-contractorsand thirdparties

ChangeProcess

User

Call/incidentdatabase

Call/incidentdata Known error

databaseKnown error

database

On site supportOn site supportSecond andthird linesupport

Second andthird linesupport

Managing:

ContactFeedbackUse

Tacticalmanagement

Monitoring& operations

Servicemanagement

Servicemanagement

ProjectsProjects

TechnicalmanagementDevelopment

& innovation

ProcurementProcurement

SLA MeasurementSLA Measurement SLA Measurement

Prioritize based on severityManage until resolved

User Survey

Key Concept------Single Point Of Contact (SPOC)

Shanghai HQ

Inteservice


Our years of work with clients has shown that an effective IRM solution is an integrated combination of:

Process

Information PeopleServices

Technology

Well managed people armed with the right information executing well defined technology

enabled processes will deliver high quality services to the businesses they support


Solution for Client

Inteservice


Client Current StatusPlatform Product Type S/N Desktop Dell Dell desktop 5 units Laptop Samsung & IBM 2 units Server HP Server DL140 GB8527DJWZ DL320 336549-AA2 DL320 Networking CISCO CISCO PIX 501 CISCO 2600 CISCO 2950 NESCO Firewall BV700H Cabling Data cable and port Voice cable and port UPS APC UPS UPS3000 UPS1000 UPS1000 PBX Siemens Siemens Telephone Telephone

Inteservice


Client Current IT Support and Services Scope

Scope§Helpdesk Support

§Desk-side Support

§IMAC of PC and Software

§Server Management

§Network Management

§Project Management and Coordination

Inteservice


Client Current Service Level Agreement

Definition Response Resolution Metric ReportSpeedAverage Speed to Answer Answer N/A

Abandon Rate Abandon N/A

CapabilityFirst Call Resolution Resolution N/A

Remote Support <=12hr N/A

Deskside/Desktop Support <=12hr N/A

Server Support <=12hr N/A

IMAC Install/Configure <=2 Biz Days N/A

IMAC Move/Add/Change <=5 Biz Days N/A

Due to No Call Management System is used currently, so the detail metric is not available now.

Inteservice


Client Current Requirement

§Standard Service Process for better service delivery

§Capacity and SLA improvement to meet internal client’s demand

§Focus on vendor KPI management to continuous improvement

§Cost effective solution

Inteservice


Status Analysis Current Features§Looses Control on Desktop and Standard Image

§First Call Resolution Rate and Onsite Ration is not recorded

§Standard Process is not finalized

§Not efficient proactive/predictive problem management

Future Objectives§Maintain and improve the Service Level

§Improve the customer satisfaction

§Better communication and coordination

§Improve the efficiency of the Helpdesk Support

§Save the total cost

Inteservice


Proposed Solution (IRM Based)

Inteservice


Key Characteristics of IRM Solutions

Customized - In all cases the solution will be tailored to the needs of each customer. As part of this customization, the IRM solution could range from on-site assistance in one key area to out-tasking under a multi-year contract;

Multi-Vendor/Multi-Platform - Inteservice’s services business includes full support on Inteservice and non-Inteservice products. Inteservice’s strategy and capabilities support all key I/T product vendors;

Local to National Coverage - Inteservice has the capabilities to manage contracts at the local or national level. Inteservice’s national capabilities for consistent management is a key competitive advantage;

Single Point of Contact (SPOC) - Every aspect of the distributed computing environment that is managed by an IRM solution will be controlled through a single point of contact. There will be only one place to go for all user problems, change control and reporting.

Inteservice


Key Contributions and Benefits

Key Contributions§ Single Point of Contact (SPOC)

§ High availability and technical performance

§ Guaranteed Service Levels

§ Common consistent, accountable procedures

§ Critical skills and resources requirements met

Benefits§ Lower and predictable costs

§ Increased user satisfaction resulting from high availability

§ More resources available to support core business

Inteservice


Proposed Service Model for Client

Inteservice


IT Process Management§ Incident Management

§ Request Management/Change Management

§ Problem Management/Fault Management

§ Service Desk Process Management

§ IT Service Continuity Management

§ Service Level Management

Help Desk Services

Desk-side Services

IMAC (Install/Move/Add/Change)

Major Service Scope

Inteservice


Helpdesk Service

§ Provide a single-point-of-contact to end users

§ Log all end user calls and track until resolution

§ Provide basic usage advice

§ Provide 1st level problem determination and resolve if possible

§ Forward unresolved problems to proper 2nd level supports or 3rd party service vendors

§ Keep user updated on problems until resolution

§ Provide weekly/monthly reports and statistics

Inteservice


Desk-side Service

§ On-site Desk-side Support

§ Provide simple and quick 1st level problem determinations

§ Assist users on usage on desktop SW and applications

§ Escalate unsolved problems to appropriate 2nd level support through HelpDesk

§ Coordinate with 2nd level support for Software Distribution, Security Control, Image Management and etc.

Inteservice


IMAC (Install/Move/Add/Change)

§ Perform Hardware Setup, Software Setup and configurations§ Rollout and install at end user location§ Perform machine relocation, deinstallation, hardware feature

upgrades, software upgrades§ Perform appropriate basic testing§ Provide basic user orientations

Inteservice


Solution SummarySolution Model:§ Central and Integrated Helpdesk in the Shanghai;

§ Integrated Process Management and Service Level Control;

§ Coordination with the 2nd level support the 3rd party service provider;

§ Onsite Engineers to Shanghai Office;

§ Remote Support based on country-wide supporting station;

§ Overtime support and additional project support

Benefits§ Better IT Service coverage in Shanghai;

§ Better communication with the internal IT team in Client;

§ Release some workload from the local IT team in Shanghai;

§ Better control on the Service Level and Service quality;

§ Better proactive and predictive problem management;

§ Saving Cost

Inteservice


People

Technology

Processes

InfrastructureInfrastructure

Firm commitment on standardization of support mythology and infrastructure

Renowned Inteservice Support

Best Practices & Services

Proactive and Predicative Management,Monitoring/Alert, and Automation

Three Key Elements – People, Process, Technology

Inteservice


Process: Inteservice is ITIL Conformant

Inteservice


Process: IRM solutions address to implement the ITIL processes

Service Support - Providestability and flexibility for IT

service provision

Service Delivery -Provide quality, cost-effective IT services

CapacityManagement

AvailabilityManagement

Service LevelManagement

ReleaseManagement

ChangeManagement

ProblemManagement

IncidentManagement

ConfigurationManagement

FinancialManagement

IT ServiceContinuity

On plan

Process involved in Client DMS project

Inteservice


Process: IRM Continuous Process Improvement

Inteservice


Technology: Tools Used in Client （Optional）

Service and Support

Service Desk Tool

Level 1

Service Tasks Distribution

Internet / WAN / LAN INTERFACE

Fax

SMS

PagerService and Support

E-mailSelf Service Web Access Remote Control

ApprovalProcedure

Escalation

Asset management

System Monitoring

IT HELPDESKChange Management

BP/3rd PartyManagement

Knowledge Basemanagement

Inteservice


HEAT Basic Process

Customer Request

Hotline Email

Manual Tickets Automatic Tickets

Solved? ？Close Tickets

Knowledge Base LoginHEAT

Yes

2nd Level Support 3rd Level Support 3rd Party Vendor ManagerNo

No

No

Yes Yes

HEAT DB

Manager Window

Crystal

Report

No

Web

Automatic Tickets

Inteservice


HEAT Reporting

Inteservice


People: Professional Delivery Team§Rich Helpdesk Experience

§Technical Skills in Both HW and SW

§Good Communication Skills

§ITIL Process Knowledge

§Experienced PM and PMO Support

Professional Country-wide

Delivery Team

Common Technical Skills

Professional Services

PSS/MCSECertify

Tech Support

Inteservice


People: Inteservice Proposed Service Team

Project Executive:

Zhang Chao

Project Manager:

Shi Wen Qing

Delivery: Team Leader

- Senior Service Engineer

Delivery—Call Agent:

Helpdesk Engineer

Shanghai

Delivery—Desk-side Support:

Helpdesk engineers

Shanghai

Transition Manager andBackup PM:

Zhou Yi

1 Engineers in Shanghai

Inteservice


Ability to manage and deliver the serviceKnow-How of IT Service Management§Experience in IT Service management infrastructure build-up

§Inteservice has global partnership with the major IT service management

Vendor: Peregrine/ Remedy

§IGS has implemented many projects on IT service management

§Inteservice’s own helpdesk is using Remedy

Project Management :§Leading the project team to achieve the project objectives to Client within budget and schedule with a good quality and customer satisfaction.

§Planning, organizing, tracking, project activities and progresses.

§Periodically communicate with Client

§Monitor the service quality

§The ultimate success of the project by utilizing his / her knowledge of team leadership, business practices, organization and financial practices concepts as well as industry, Inteservice / OEM solutions, products, and Inteservice strategy.

Inteservice


Transition Period--- Key to Win

ApproachThe 3-phase approach will be adopted to deliver the suite of

proposed services and solutions

3 phases :Detail Study Phase

Implementation Phase

Delivery Phase

Inteservice


3 Phase Transition Description1st Phase -- Detail Study (2 weeks)

Information gathering which includes Customer's current & future IT and business plans

Key activities are :

§ Hand-Over Solution Design to Transition Team

§ Establish Project Team

§ Wall-to-wall inventory

§ Understand and define processes, procedures

§ Establish baselines and measurements

2nd Phase ---Implementation (2 weeks)Setup the Helpdesk and On-site Support


§Implement Helpdesk Tool

§Training for Helpdesk agents and on-site engineers

§Refine or develop processes and procedures

3rd Phase ---Delivery (2 weeks)Final services delivery and continuous quality improvement


§Service Support

§Service Delivery

§Service Desk

§Desktop Management

Inteservice


Service Level in the Transition Period

’

The original service level definitions proposed will be considered as Service Level Objectives (SLO’s), during the Stabilization stage. Inteservice will perform the implementation of the process and tools and the measuring of the SLO’s. When the Stabilization period is over the updated service levels based on the gotten results of their measurement will be defined together with Client. This way, the mentioned service levels will be defined along with Client. This way the updated service levels will be formalized as new Service Level Agreement (SLA) which Inteservice will have the obligation to reach totally or instead.

MONTH 1 MONTH 2 MONTH 3 MONTH 4

’

MONTH 1 MONTH 2 MONTH 3 MONTH 4

Definitionof new SLO’s ’

Start of the Project

UpdatedSLA

Transition Stabilization

OriginalSLA

Documents

Client IT Service Out-tasking Project · 2014-05-15 · RT Total Management Solution Single management focal point Complete, integrated end user ... Solution Summary Solution Model: