Presilient Worldwide IT Operations Center
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PRESILIENT WORLDWIDE’S IT OPERATIONS CENTER (ITOC) The Culture of IT
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Transcript of Presilient Worldwide IT Operations Center
PRESILIENT WORLDWIDE’S
IT OPERATIONS CENTER
(ITOC)The Culture of IT
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Business Advantage
Transform your IT department from being a cost center to a business advantage.
Presilient Worldwide provides specialized ITOC services to free up your IT resources allowing them to re-focus on delivering innovative, business-improving technologies and solutions.
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The ITOC Advantage
• An effective Service Desk improves:– Employee productivity– Reduces IT support cost– Enables your organization to
re-focus the existing IT team on more strategic projects.
• Specialized ITOC services:– Certified IT Operations Center
(ITOC) support team– Knowledge-centered approach
• Integrates technical expertise• Information management• Best in class tools• Mature ITIL processes
• ITOC support enables:– Access to enterprise grade,
high quality IT support services
– Affordable pricing which reflects the economies of scale, toolsets
– Process sophistication usually only available to large organizations.
• We provide end-users an exceptional service experience that improves the productivity of your IT team.
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Benefits
• Service Quality. ITOC is staffed by qualified engineers supported by a comprehensive toolset. We place an emphasis on continually building our knowledge of our customers’ systems, users and business needs and using this knowledge as the basis of a proactive support methodology. The result is faster diagnosis, more effective resolution and greater user satisfaction.
• Full Coverage. Our Colorado-based ITOC provides full coverage across your business hours. For cost effectiveness, full support is provided during normal business hours, with an after-hours model in place to service critical incidents whenever they occur. A flexible resource model means that we can provide a uniform response level to users even through periods of high demand.
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Benefits
• Resource Stability - Knowledge Retention. – ITOC allows your key IT staff to stay focused on high value projects that drive
business advantage. – Providing better job satisfaction while delivering businesses with more
predictable project outcomes– Improved IT support team morale, and assisting with staff and knowledge
retention.
• Realizing Savings. – Continuously improve efficiency through removing complexity, reducing non-
standardization, automation of repetitive tasks, tool integrations and root cause resolution.
– Service Agreement models that pass savings directly to our customers enabling them to realize benefits in a way that fixed internal resource models cannot.
• Integrated Delivery – Extend and enhance your IT Team. – ITOC can operate as an extension of your IT team. – Enable work to be passed seamlessly between all teams – yours and ours.
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Support
Ticket Management
• Single point of contact for all user support
• Customized telephone and web portal interfaces for users
• Tier I & II incidents resolved
• Assignment of incidents and service requests to onsite or internal IT and external vendors as needed.
• Track and manage all incidents and requests to closure
Desktop Support
• Support of all PCs, laptops, Smartphones, printers and mobile devices
• Remote management and control agent installed on all devices
• SOE (Standard Operating Environment) repair, updates, rebuilds
• Asset tracking – ownership, location and configuration of PCs & Laptops
User Support
• Customized end-user service portal with single-sign-on link from your intranet
• Self-help support portal – FAQs, knowledge base
• Functional help and guidance for business software
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Support
SLAs for all Services
• Phone call answer time targets (e.g. 90% answered in 30 seconds)
• Priority-based incident resolution targets (e.g. 4 hour resolution for Priority 2)
• Service Requests completed with agreed target times
• End user satisfaction surveys (e.g. average satisfaction greater than 90%)
Service Management & Reporting
• Service Delivery Manager assigned
• Operational status reports
• Monthly performance analysis
• Proactive service improvement recommendations
On-Site Technical Support
• Moves, adds, changes etc.
• Desk-side assistance• Data centre operations
management
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The Message
• Full range of services available • Integration with existing IT team / processes / policies• Industry Standard tools - Easy to implement, easy to
integrate• Best Practice Methods - ITIL• Reduced Cost - Direct and indirect savings• Improved End User Experience
