COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED. SOLUTION PREMIER SERVICE PROTECTING,...

COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED.

SOLUTION PREMIER SERVICEPROTECTING, MAINTAINING AND EVOLVING YOUR SOLUTIONEnd-customer OverviewDate

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AGENDA

1. Introduction

2. The risks of insufficient support

3. Support from Alcatel-Lucent

4. Make the most of Alcatel-Lucent support through our global Partners network

5. More about Alcatel-Lucent Enterprise

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BRIDGING THE COMPLEXITY OF A NETWORKED WORLD

64%OF CUSTOMERS

IDENTIFIED THEIR PRODUCTS AS “HIGHLY COMPLEX” COMPARED TO 42% IN 2003TSIA, 2012

54% OF ORGANIZATIONS

WILL OFFER SOME END-TO-END IT SERVICES BY 2012, RESHAPING HOW THE ENTIRE IT ORGANIZATION OPERATES AND THE SERVICES IT OFFERSNETWORK IS GROWING

COMPLEXITY

InformationWeekGartner

A MODERN ENTERPRISEOR PUBLIC SECTOR ORGANIZATION IS LIKELY TO BE CRITICALLY DEPENDENT ON A NUMBER OF BUSINESS APPLICATIONS

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CIO CHALLENGES IN THE NEW WORLD

DELIVER BUSINESS CONTINUITY AND CONSISTENT SERVICE PERFORMANCE ACROSS THE ENTERPRISEEFFICIENT DISTRIBUTION OF RESOURCES BETWEEN LEGACY AND INNOVATIONREDUCE COSTS, INCREASE EFFICIENCY

SUPPORT DELIVERY

DO MORE

WITH LESSBALANCE

BUDGET

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AGENDA

1. Introduction





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CUTTING MAINTENANCE CREATES A SYSTEMIC RISK

“WHEN BUDGETS ARE TIGHT, MAINTENANCE GETS CUT. AFTER A DECADE OF TIGHT BUDGETS, THE SCALE OF THE MAINTENANCE BACKLOG HAS CREATED SYSTEMIC RISK, PARTICULARLY FOR LARGE ORGANIZATIONS.”

(GARTNER, IN INFOWORLD – Deferred maintenance is a ticking time bomb)

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SYSTEMIC RISK AND VULNERABILITY

UNPREDICTABLE COSTS DUE TO DOWNTIME, INTERVENTIONS AND MORE

INSTABILITY: SYSTEM RELEASES RUNNING OUT-OF-DATE

UNMANAGEABLE COMPLEXITY

INCONSISTENT OR POOR-QUALITY SUPPORT

FOCUS ON TECHNOLOGY, NOT BUSINESS PROCESSES

LACK OF SUPPORT INCREASES RISKS

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AGENDA

1. Introduction





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PEACE OF MIND

SOLUTION PREMIER SERVICE (SPS) EASES YOUR MIND THROUGH:

• Complete support offer via our global network of Business Partners

• Rapid diagnosis and resolution of critical problems

• Deep knowledge of your Alcatel-Lucent systems and applications

• Immediate availability of upgrades, updates and patches at no cost

• Prompt incident-based support

• Additional technical expertise when necessary

• Vendor protection

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SOLUTION PREMIER SERVICE

• EXTENSIVE SUPPORT OFFER THROUGH OUR PARTNERS :

PROBLEM DIAGNOSIS AND CORRECTION

AGGRESSIVE SERVICE-LEVEL AGREEMENTS *

PROACTIVE SOFTWARE PATCHES AND MAINTENANCE RELEASES

24X7X365 REMOTE TECHNICAL ASSISTANCE EN

BUSINESS HOURS IN DE, FR, ES

MULTI-CHANNEL CUSTOMER CARE:

E-MAIL, TELEPHONE, FAX, WEB, CHAT

PARTNER ACCESS TO A COMPLETE DOCUMENTATION AND INCIDENTS KNOWLEDGE BASE

* with committed response and resolution time to our Partners

IMMEDIATE ACCESS TO ALL MAJOR PRODUCT ENHANCEMENTS AND MINOR SOFTWARE RELEASES

• COMPREHENSIVE COVERAGE AND FLEXIBILITY Alcatel-Lucent OmniPCX Enterprise, OpenTouch systems and

applications are covered under one contract and with one payment the first year

A la carte applications support for renewals

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DELIVERYGLOBAL ECOSYSTEM OF PARTNERS AT YOUR SERVICE

A GLOBAL COMMUNITY OF PARTNERS2,200 Partners worldwide (including resellers, system integrators) in 130 countries delivering support services

DRIVEN TO SUCCESS THROUGH OUR WORLD-CLASS PARTNER PROGRAMOur Partner Program enables Partner expertise and success in selling, deploying and supporting Alcatel-Lucent Enterprise solutions

PARTNERS HAVE ACCESS TO MULTI-DISCIPLINARY TRAININGIncluding sales product knowledge, pre-sales design and post-sales engineering. Our certification process recognizes the acquired skills and knowledge

ASSISTED BY OUR TOP EXPERTISEOur Partners network is continuously backed by Alcatel-Lucent Customer Care, Professional Services teams and the Bell Labs innovation powerhouse, plus global Alcatel-Lucent Research and Development (R&D)

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REDUCE COMPLEXITY AND IMPROVE KNOWLEDGE

CONTROL COSTS PREDICTABILITY

IMPROVE IT SUPPORT AGILITY, QUALITY AND STABILITY

DRAW GREATER VALUE FROM EXISTING APPLICATIONS

FOCUS ON BUSINESS PROCESSES RATHER THAN TECHNOLOGY

REDUCE RISKS AND VULNERABILITY WINDOWS

ALCATEL-LUCENT SUPPORT BENEFITS

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REDUCE RISKS AND VULNERABILITY WINDOWS

DRAW GREATER VALUE FROM EXISTING APPLICATIONS

• Reduce solution failures through rapid issue identification• Minimize software downtime through controlled

maintenance• Decrease the magnitude of solution failure and associated costs through comprehensive use of available support services

• Reduce solution lifetime deterioration through continuous maintenance• Improve application stability and performance by

maintaining solutions on the latest release• Continuous improvements through prompt and free access to

upgrades


• Predictable costs through an OPEX approach • Eliminate potential costly per-ticket charges through an

annual support fee• Decrease loss related to solution failure or repair

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• Access to leading product and solution expertise through your Partners• Leverage top vendor expertise, experience and knowledge

through your Partners• Transfer support complexities to your Partner and Alcatel-Lucent• Rapid treatment and resolution through committed response and resolution times to our Partners• Improved IT service delivery quality through consistent and

homogeneous service levels to our Partners

• Focus on supporting business processes instead of technology• Focus on strategic innovation initiatives, rather than

maintenance

REDUCE COMPLEXITY

AND IMPROVE SOLUTION KNOWLEDGE

FOCUS ON BUSINESS PROCESSES RATHER THAN TECHNOLOGY

IMPROVE IT SUPPORT AGILITY AND QUALITY

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PREDICTABLE SUPPORT COSTS

• Through our Business Partners you can benefit from:

Flat annual fee for upgrades and support

Fixed OPEX for upgrades

Stable pricing for the life of the system

Price for service contracts locked in for multiple year periods

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GIVING YOU THE BEST SUPPORT QUALITY

EXCELLENT SERVICE LEVELS AND CUSTOM SATISFACTION RATES

• Service provided to our Partners at aggressive service levels for response and resolution times

• Excellent customer satisfaction rate: between 90% and 95%[1]

• ISO 9000 certified

• All our Partners commit to support delivery service capabilities through the Alcatel-Lucent Enterprise distributorship agreement. Alcatel-Lucent is responsible for on-going verification of these capabilities

[1] Annual quality survey among our Partners ranged between : 94% (quality of welcome), 92% (communication), 92% (reactivity to request), 90% (answer efficiency), 93% (technical expertise), 92% global satisfaction.

http://www.youtube.com/user/AlcatelLucentCorp

http://www.alcatel-lucent.com/enterprise

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AGENDA

1. Introduction





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WORLD CLASS SUPPORT AND SERVICES THROUGH OUR BUSINESS PARTNERS

Benefit from 24x7x365 Partner support, backed by Alcatel-Lucent Technical Assistance Centers (TACs) and Technical Expertise Centers (TECs)

COMPREHENSIVE SUPPORT Our Partners benefits of: Unlimited access to our Level 3 Support under strict SLAs; complete access to our documentation and incidents Knowledge Base; free access

to patches and upgrades

ENSURING OUR PARTNERS DELIVER BEST-IN-CLASS SUPPORT:

TOP VENDOR EXPERTISE Our Customer Care and Professional Services experts work closely with Partners to assist with network or solution incidents and complex projects in a timely manner

LOCAL ASSISTANCE Local Alcatel-Lucent field engineers and service delivery managers are available around the clock to our Business Partners to ensure their response and resolution SLAs are respected

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GET THE MOST VALUE FROM YOUR SUPPORT:CONTACT YOUR LOCAL BUSINESS PARTNER

ORDER SPS THROUGH YOUR LOCAL BUSINESS PARTNER.

FIND A PARTNER VIA THE PARTNER LOCATOR AT:

http://www.partnerlocator.alcatel-lucent.com

Or use the following links:EMEA | APAC | CALA | US/CANADA

http://www.partnerlocator.alcatel-lucent.com/



http://www.partnerlocator.alcatel-lucent.com/Bp/PartnersLocator/PartnersLocator.nsf/fosysearchform?openForm&charset=us-ascii&head=PUBLIC



http://www.alcatel-lucent.com/wps/portal/!ut/p/kcxml/04_Sj9SPykssy0xPLMnMz0vM0Y_QjzKLd4y3CPYCSYGYRq6m-pEoYgbxjgiRIH1vfV-P_NxU_QD9gtzQiHJHR0UAhxqFiQ!!/delta/base64xml/L3dJdyEvd0ZNQUFzQUMvNElVRS82X0FfSFY1

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AGENDA

1. Introduction





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ALCATEL-LUCENT ENTERPRISEYOUR PARTNER TO CHANGE THE CONVERSATION

TRANSFORMING THE WAY PEOPLE COMMUNICATE

#1EMEA LEADERIN CORPORATE TELEPHONY, INCLUDING UNIFIED COMMUNICATIONS

FASTESTGROWTHIN NETWORKING, GAINING MARKET SHARE IN EVERY REGION AND OUTPACING THE MARKET: WIRELESS AND WIRED, CAMPUS LAN AND DATA CENTERS

500,000CUSTOMERSFROM SMALL TO MULTINATIONAL IN EVERY INDUSTRY: FINANCE, HEALTHCARE, RETAIL, HOSPITALITY, EDUCATION, PUBLIC SECTOR…

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A PALETTE OF SERVICES:EXPERTISE FOR SUCCESS

VENDOR ASSURANCEINTEGRATION SERVICES

• Mentoring, consulting services• Project management• Integration services

TURNKEY AND SPECIFIC SOLUTIONSAPPLICATION SERVICES

• Customized Applications• Off the shelf Applications

VENDOR ENGAGEMENTEND-TO-END SERVICES• Network Operation • CAPEX to OPEX• Hosting capabilities

GLOBAL CAPABILITIES • NOCs, Service Desks and Data

KNOWLEDGE AND SKILLS FOR SUCCESS

• Training and certification for Business Partners’ knowledge and recognition

• Training for Customers’ efficiency and performance

• Training for large and global accounts’ autonomy

VENDOR PROTECTIONWORLDWIDE SOFTWARE ANDHARDWARE COVERAGE

• Software support and evolution• Hardware support and replacement

SUPPORT OFFERING FITTING CUSTOMERS NEEDS

• Multiyear and software evolution

GLOBAL TECHNICAL SUPPORT CAPABILITIES

PROFESSIONAL SERVICES

MANAGED SERVICES

SUPPORT SERVICES

EDUCATION SERVICES

facebook.com/ALUEnterprise

twitter.com/ALUEnterprise

youtube.com/user/AlcatelLucentCorp

www.alcatel-lucent.com/enterprise

http://www.facebook.com/ALUEnterprise

http://twitter.com/ALUEnterprise





http://twitter.com/ALUEnterprise


COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED. SOLUTION PREMIER SERVICE PROTECTING,...

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Transcript of COPYRIGHT © 2012 ALCATEL-LUCENT. ALL RIGHTS RESERVED. SOLUTION PREMIER SERVICE PROTECTING,...