© This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained

herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com

IT Helpdesk Services

A Public Listed IT Services company with 10 years in operations, headquartered in Hyderabad, India

One of the fastest growing IT companies in India

Specializes in providing Managed IT Services

Strong Business Acumen with Technology Leadership

SEI-CMMi Level-3 company, ITIL compliant processes, ISO 9001 and 27001 certifications

Global Operations Command Center (GOCC) and remote delivery center in Hyderabad, India

World-class delivery engine delivering solutions to 40+ Fortune 500 companies and 150+ Global 1000 companies

Best-in-class top tier technology alliances and domain intensive Centers of Excellence (CoEs)

Highly capable global team

Strong balance sheet and is well capitalized

GSS Introduction

2

GSS Helpdesk Services

Service Descriptions• Provide First Level Extended Support for

Infrastructure and Applications

• Receipt, analysis, classification, recording of incidents

• Catch , Log and Dispatch calls

• Password resets

• Remote Logging-in to the point of failure and applying relevant SOP for resolution

• Pro-active monitoring using enterprise tools

• Reporting

24 x 7 Dedicated as well Shared Desk

@ Customer Requirements

COST RED

UCTIO

N

Hig

h En

d U

ser E

xper

ienc

e

Application & Infrastructure Environment Change support

E-mail

Voice(1800-xxx)

Chat

Agent

End User

OnsiteSupport

Servers/Desktops/Applications

Infrastructure and Application Support (Vendor/OEM) (l-4)

Cate

gori

zatio

n

Reso

lutio

n

Logg

ing

Helpdesk (L-1)

Esca

latio

n

Tech

nica

l Sup

port

(L-2

)

Prac

tition

ers

Supp

ort (

L-3)

CDBM

Call log DB

Knowledge Shop

Reports/Graphs

Discovery/Assets

Alerts/Notifications

Staging

3

GSS - ITIL Based Service Delivery

HELPDESK

Main Activity Sub-Activity

Service Request Detecting & RecordingAnswering calls

Creating/populating tickets

Service Request Classification & Matching

Use Knowledge Base/SOP’s to troubleshoot incidents

Classify & prioritise incidents

Service Request escalationEscalation to L2

Updating of tickets

Customer Communication

Follow-up on ticket status

Customer interface

Customer follow-up

Service Request closure Ticket closure

4

Response(Is it taken care

of ?)

Resolution

(How long ?)

Measure

Control

Incident Life Cycle

Controlling Points for GSS Helpdesk Services

- Acknowledge ticket

- Response Warning to support staff (Mail)

- Deviation mail to supervisor

- Aged Ticket review

- Escalation of non acknowledgement

and resolution

- Regular ticket review

- Average resolution

time

- Resolution time warnings to support staff(email)

- Deviation mail to supervisor

- Periodic survey

- Review of survey

- Formal & informal mechanism

- Take corrective action

Ticket received Ticket in Queue Ticket resolved Ticket closed

Follow-up(What is

happening ?)

Performance

(How well ?)

5

GSS Helpdesk Transition Framework

During the planning phase, a Knowledge Transfer Plan will be created. Stakeholders will be identified, project assumptions will be validated, and SLAs will be identified and defined. During this phase, a Communication Plan will also be defined

During the transition Phase, knowledge transfer (KT) will take place followed by Shadow and Primary support. The KT sessions will lead to the creation of System Appreciation documents and KM database

During the Steady State Phase, the full strength team will be delivering as per scope of services.

Continuous Improvement is constantly taking place once the Steady State Phase is reached. Periodic reviews to identify areas for improvement will take place. As a result of these continuous improvements, further improvements in quality and productivity will be gained

Transition Planning Transition Execution / Shadow supportA

ctiv

ity G

roup

ing

& S

eque

ncin

g

Ris

k A

sses

smen

t

Kno

wle

dge

Tra

nsfe

r

Det

aile

d da

ta

colle

ctio

n

To-B

e To

ols

&P

roce

ss d

esig

n

Set

up o

ffsho

re

supp

ort

Prim

aryS

hadow

Rev

erse

Sha

dow

Steady State

Improved service

Better

Process

es

Updated

Know

ledge base

Rev

iew

Req

uire

men

ts

Env

ironm

ent

Info

rmat

ion

Due Diligence

Knowledge Transfer

Shadow Support

Steady State

SLA Measurement starts

X WEEKS Y WEEKS

6

Draft SLA Freeze SLAs Measure SLA Review

Institute set of processes & methodologies to enable metrics collection & monitoring

Online Dashboards and Periodic Reporting

Process Improvements through Best Practice

Alignment

Transition Period x Months

Baseline Benchmark

• Identify the best - in -class metrics

• Finalize performance metrics based on current levels and benchmark

Transition

• Initiate managing of SLAs

• Ramp -up the metrics to the desired levels as agreed

• Sustain the metric

Improve

• Identify improvement opportunities through ITILBest Practices

• Implement, control and measure improvement initiatives

Transform

• Evolution of metrics to beyond operational performance

• Identify target metrics to align to business objectives of customer

y Months

Determine currentservice levels through data gathered from ACD and vendor reports and from Customer definedexpectations

GSS SLM Model for Helpdesk Services

7

GSS Quality – Helpdesk Service Management

Adherence to Scheduled Tasks e.g.. Administration Activities,

Reporting, etc

Incident Management Performance: Adherence to Support SLA’s, FCR , Resolution Times and

customer satisfaction

Infrastructure Availability and performance SLA

Process Improvements SLA’s

Call Statistics from Helpdesk tool

Quantitative measurement Qualitative Measurement

Feedback from stakeholders CSAT surveys

Performance and Availability statistics from monitoring

tools

None

Activity logs, timesheets and adherence to existing

schedules and policiesNone

Trending of call statistics & availability data

Periodic benchmarking against ITIL standards

Agent Responsiveness: % call answered, Average talk

time etcCall Statistics from ACD CSAT surveys

8

GSS Helpdesk CSAT ProcessObjectives• Ascertain user happiness over the operations• Identify the areas of improvements • Implement actions and Monitor

Key Focus Areas of Study• Courtesy and Promptness of the helpdesk• Availability of the helpdesk staff• Expertise of the staff – Technology, soft skills • Ability to resolve the requests in timely

manner • Ability to resolve the request successfully the

first time around• Timelines of the updates regarding the ticket

status

CSAT

Helpdesk Metrics Management

Help Desk

Call Analysis

Average Call

Resolution Time

Customer Satisfacti

on Survey

Call Respons

e

Call Volume Statistics

FCR drill down

Quality Audits

Again Analysis

9

GSS Key Differentiators – Helpdesk Services

Regular reviews of SLAs to improve Service to users

Ownership of tickets by Helpdesk and regular follow ups with users / L2 team as required

Effective, periodic reporting and improvement plans

Cross trained staff. Additional trainings not to impact Service to users

Routine Quality checks to ensure proper ticket / call handling

Ongoing updates to user information as required

Dedicated training program for language skills

Appropriate staffing levels to ensure SLA adherence

Helpdesk can guide users with Self-Service options available

10

Sample SOP

11

12

Sample Metrics

12

Value Delivered

Set up a dedicated NOC and provide Infrastructure support in a Managed service model to a Publishing & Distribution company

Drivers

Expensive 24/7 support model

Business

Expensive infrastructure management

Data insecurity

Service Rendered

Applications Monitoring

Tier 1 Incident Management

Business Process Monitoring

24/7 Client Files MonitoringResolution Management

Client File Monitoring

Productivity maximizatio

n

VFMEnd User

ExperienceEnd User

Experience

Current Weekly volume between 150 to 200

X

17

Case Study - Large Publishing & Distribution firm

Managed Services Model

13

Q & A

14

© This document contains confidential and proprietary information of GSS America. It is furnished for evaluation purposes only. Except with the express prior written permission of GSS America, this document and the information contained herein may not be published, disclosed, or used for any other purpose. | www.gssamerica.com