2015-07-29-Acuative Corporate Capabilities 071915 Final

Be Ready for What’s Next!

Be Ready for What’s Next! Acuative Profile Founded 1984 – Privately held – Global Coverage

Service Provider

Business Outcomes

Financial Retail Manufacture

IT Service Management

Converged Networks Data Center,

Infrastructure

Unified Communications

Voice, Video,

Collaboration

Information Security

Technology Practices

Staffing Services Short Term Long Term

Procurement Services Product Service Network

Consulting Services

Assess, Plan, Design

Technology Solutions

Field Services Implement Break/Fix Logistics Sparing

Technical Services Monitor Support Operate

Acuative | Confidential 2

Consulting Services


Be Ready for What’s Next! Consulting Services


• IP Telephony

• Call Center

• Mobility

• Video Conferencing

• Messaging

• Digital Signage

• Unified Communications Management

Practices

Assess – Design - Manage

Service Management Unified Communications Converged Technologies

• People

• Process

• Tools

• Reporting

• Analytics

• Governance

• Control

• Information Security

• Data Center

• Converged Networks

• Converged Infrastructure

• Routing and Switching

• Wireless Networks

• Information Security

• Network Security

Be Ready for What’s Next! Consulting Services


Assess/Baseline Design/Develop Manage/Activate

Deliverables

Outcomes /Benefits

• Develop architecture implementation approach

• Implement new Business Capabilities – People, Process, and Technology

• RACI Activation

• Review business goals, strategy, major initiatives

• Discovery and analysis of current people, process, and technology domains.

• Design, develop and validate future state transition architectures for People, Process, and Technology

• Design, develop and validate future state service management structure and plan

• Project, IT/network and service management implementation roadmaps – 6-18 month plans for near-term activities

• People, Process, and Technology Architecture implementations

• Strategic roadmaps

• Future and transition state architecture and design documentation: People, Process, and Technology Domains

• As-built documentation of existing architecture

• Summaries of findings and recommendations of people, process, and technology domains.

• Alignment of IT architecture/design of People, Process, and Technology with business needs and goals

• Alignment of service capabilities with business needs and goals

• Clearly communicated future direction

• Baseline capability of current people, process, and technology domains.

• Foundation on which to build Future Capability

• Business-driven view of client’s current environment

• Understanding of business capability increase

• Successful implementation and achievement of client outcomes

Technical Services


Be Ready for What’s Next! Global Technology Center (GTC) – 24/7/365 Support Facility


24/7/365 network and systems management via CA Tool Suite

Single view to integrate end-to-end performance, traffic analysis, and data/device management and device performance

Remote diagnostics and resolution Power, network systems

and communications

redundancy

Backup: Dallas

(Southlake), TX

Optimizes collective experience and specialty expertise

Enables fast, effective support of a wide range of products and environments

Global Command Center Technical Teams Operations Teams Primary Distribution Center

Be Ready for What’s Next! NOC Service At-A-Glance

What value do you receive from Acuative NOC Services? 1. Consistent and reliable Service Restoration based on industry ITIL framework. 2. End-to-End Incident Management: Identification, Logging, Escalation and Resolution.

Service Why engage Acuative NOC Services? What outcomes to expect?

24x7 ITIL trained staff that understand industry best practices

Consistent and reliable Event Management consistent with ITIL best practices matching customer requirements

Skilled tier staff that include generalist to quickly restore connectivity issues and Subject Matter Experts (SME) in Data, Voice, Wifi, Security and Platforms to restore complex issues

Strict adherence to customer SLA

Ability to follow through root cause analysis after service restoration

Permanent solutions necessary to prevent future business impacting incidents

Service Desk

Service Restoration

Problem Management

3rd Party Escalation

Ability for staff to follow best practices and manage customer’s carrier provider and its 3rd party vendors

Expedient carrier and vendor escalation


Service Focus: Improving the end-user experience

Be Ready for What’s Next! Delivery Model

Acuative | Confidential

9

SURVEILLANCE

Automated & Tool Based Event Detection & Notification

Problem Management & Root Cause Analysis

SERVICE DESK

Omni Channel Customer Support

Center

Service Restoration for Connectivity & Complex Issues

ARCHITECTURE

ENGINEERING

NETWORK OPERATIONS

Datacenter • Unified Communications

Datacenter • Unified Communications

LAN/WAN/MAN

Vendor Management

Security

LAN/WAN/MAN • Security

Network Operations Generalist

Network Operations Specialist

Network Operations Expert Route/Switch • Voice • Wireless • Security • Platform

Changes

Escalations

LIFECYCLE MANAGEMENT

Business

Requirements

Design

Build Operate

Optimize

Field Services



• Formal regimen of ongoing classroom and hands-on lab coursework

• Customer service and soft skills

• Specific client process training

• Well-rounded W-2 technicians with an average tenure of seven years

• Experienced in a wide variety of technologies

• Many hold FAA, DOD, DOJ and top secret security clearances

• Cisco red badge

• Cisco Certified Technicians (CCT)

• Trained to find and solve the problem – trouble resolution not trouble isolation

• Ability to test and troubleshoot circuits and coordinate resolution with the service provider

• Ability to test and replace faulty cabling during the service call

• Specialized equipment to test many types of network technologies at several levels

• Full complement of tools and cable kits

• Communication devices: Enterprise Digital Assistant (EDA), laptop, cell phone and internet access

• Acuative van and uniforms

• Spare parts

• Our InsidEdge Enterprise Resource Planning (ERP) System dynamically routes technicians based on skill set, spares, SLA and location

• Techs use an EDA to download jobs and customer information, bar coding, signature capture and modem access

• GPS Tracking

• Real-time order submission and updating

Field Services

Experience Resolution Training Automation Tools


Be Ready for What’s Next! Service Coverage – North America

Service Contract Administration Chicago, Illinois

24/7/365 Global Technology Center Cleveland, Ohio

Global HQ Fairfield, New Jersey

Consulting Services Herndon, Virginia

Research & Development Facility Dallas, Texas

North American Response Times: 4-hour in most areas; 2-hour in major metros and contracted areas


Be Ready for What’s Next! Global Service Coverage

On-site 7x24x4 On-site 7x24x4 - via partners

On-site 8x5x4 - via partners

On-site via partners - response depends on project scope


Asia Pacific Headquarters Pune, India

Middle East Headquarters Riyadh, Kingdom of Saudi Arabia

Global Headquarters Fairfield, NJ

European Headquarters Uxbridge, England


Logistics & Staging

• Full management of client-provided or Acuative provided

inventory for both domestic and global needs to meet

client SLAs

• Logistics team develops, implements and manages equipment programs including:

Coordination of inventory, configuration, staging, testing, shipping, asset tagging

Hardware asset reporting – serial numbers, location, usage, history, status and more

• Logistics provided using:

Distribution and Staging Centers in US, UK and Singapore

50 Strategic Stocking Locations US

250 Mobile Stocking Locations US

Complete global coverage using partners


Staffing Services


Be Ready for What’s Next! Staffing Services

• Resources available in Insurance, Financial, Retail, Service Provider - Staffed NOCs/SOCs

• Recruited, supported and trained by Acuative

Mature recruiting process

Background and drug screening checks

• Active recruiting capability – continual recruiting cycle

Database of resources – past, active, augmented

Ongoing contact with past resources


Procurement Services


Be Ready for What’s Next! Procurement Services

Adtran Adva Communications Aerohive Alcatel-Lucent Arista Networks Aruba Networks Avaya Brocade CA Technologies Cisco Cradlepoint

AT&T Comcast Sprint Verizon WindStream

Hardware and Services Network Services

Dell Emerson Network Power Enterasys Epson F5 Fluke Networks Fortinet HP Infoblox Juniper Networks

Meraki Meru Networks MetaSwitch Networks Motorola Network Instruments Polycom Riverbed Sonus Networks Spectralink Vertical VMware


Be Ready for What’s Next! Technology Solutions

Infrastructure e

Maintenance Wireless Security Voice

Complete managed service solutions to simplify the entire lifecycle.

• Managed Wireless LAN

• Managed Wireless Backup

• Managed Wireless Access

• Managed Infrastructure

• Cloud-in-a-Box

• Managed Remote Worker Services

• ValuNet Ultimate

• ValuNet Plus

• ValuNet Pro

• ValuNet

• Managed Business Communications

• Private Cloud Communications

• Unified Communications / SIP Enablement

• Managed Firewall / IPS / IDS

• Managed Security Event Operations

• Managed Incident Response



Customer Feedback Analysis

Set up metric tracking – actual to target

Customer-centric Approach Focuses on What Really Matters

Understanding, meeting and refining customer requirements

Monitor Progress

Establish Strategy

Define Metrics

Analyze Execute

1

2

3

4

5

6

7

8

Review turn back analysis, review metrics, review vision, strategy & goals

Standardize processes, standard work

Identify processes that support deliverables & priorities

Identify your client

Identify goals

Understand & develop client requirements & how they measure success

Customer’s Desired Business

Outcomes


Be Ready for What’s Next! A Selection of Clients


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Be Ready for What’s Next! Next Steps


2015-07-29-Acuative Corporate Capabilities 071915 Final

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Transcript of 2015-07-29-Acuative Corporate Capabilities 071915 Final