Download - Logicalis: Why Outsource Your Service Desk
IT Transformation Journey
More storage, end of life, new application, not enough bandwidth, maintenance costs
Simplified environment, controlled, outsourced, better cost model
Business needs 24X 7, cost of downtime, can’t afford true DR
Not enough space, too many cables, messy data center, high maintenance costs, acquisitions, VM sprawl, heating/cooling costs
Easier mgmt, lack of skill, implementation speed, lower mgmt costs
Implement ITIL, Self service, change mgmt, CMDB, Dynamic Updates
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Logicalis’ Unique Approach
CONSULTDefining strategies
BUILDImplementing solutions
OPERATELeveraging existing and emerging technologies
MANAGEManaging for results
Why Outsource Service Desk? Evaluating the benefits
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Reduce and control cost Maximize first contact resolution
Eliminate overstaffing necessary to achieve service levels
Cost-effective 24 x 7 solution
Reduce Costs
ITIL-based processes
Improve productivity Minimize end-user downtime
Reduce shadow support and other ineffective methods
Maintain effective user experience during routine call spikes
Best practices leveraged to:
Maximize communication
Shorten call duration
Avoid repeat calls for known issues
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Business focus Eliminate operational distractions
Assign key internal personnel to strategic projects
Service levels and coverage designed to meet business needs
Pay-for-use model will scale up or down
Management focus Root cause data to aid management decisions
Comprehensive trending data for analysis
Performance metrics for groups and individuals
Greater visibility into IT organization
Why Outsource Service Desk Cont…
Logicalis Service Desk
16 years in operation 24 x 7 x 365 availability More than 70+ agents ITIL-certified management Members of Help Desk Institute (HDI) Wide variety of industry certifications Support contracts with more than 50 companies More than 550,000 incidents per year
Where We Are Today!
Logicalis Service Desk Offerings Single Point of Contact
Dispatch phone line Customer-branded scripting and pick-up Dispatch and routing
Flexible Support Hours 24 X 7 After hours only
Level 1 and Level 2 desktop support services Dedicated or shared resource model Guaranteed service level agreements (SLAs)
Application-specific support
With training and system access
Seamless escalation to Managed Services
Break-fix support (partner delivered)
What Makes Logicalis Different?
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People and experience Years of industry experience Experienced, certified staff with broad scope of expertise Low turnover rate
Flexibility and responsiveness Solutions are tailored for unique customer needs Vendor-neutral solutions
Customer focused More than 97% customer satisfaction rating
Long-term relationships More than 90% customer retention rate
On-shore alternative 100% US-based operations and staff
Logicalis Service Desk – Features & Benefits
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Single Point of Contact (SPOC) for all IT issues Making for much greater visibility into your IT operations
Flexible Service offerings to fit your needs Toll-free number and custom greetings
On-site (dedicated) or remote (shared) models
Flexible support hours with 24 x 7 coverage
Transform your help desk into a processes-driven Service desk Based on mature process and ITIL best practices
Guaranteed service level agreements (SLAs)
Certified professional agents
Enterprise Service Desk solution can include Best-of-breed incident management system (Service
Now)
ACD/IVR systems with sophisticated call tracking
Comprehensive monthly reporting and metrics
Single Point of Contact Service Desk
Outages, IMACs
“How-to”, Password
Resets
Logicalis ITSM Platform
Service Requests
Applications
Logicalis Service Desk Tools
■ Cisco IP Call Center Phone System Branded Service Custom Scripts and IVR setup Detailed Reporting
■ Incident Management System Service-Now Customized Portal per Customer Reporting Capabilities Service Level Management Knowledge Base
■ Remote Desktop Control Citrix “Go To Assist”
■ Monitoring Notification and Escalation
Flexible, Guaranteed Service Levels
Sample Service Levels: Maximum 60-second speed of answer
Less than 10% abandon rate
Less than 10% voicemail
Minimum 70% first call resolution
Maximum 1-hour response time for incidents reported via the web
Minimum 95% customer satisfaction rating
Actual Service Levels can be tailored to your needs
Focus on continuous improvement SLAs and other key metrics are reviewed monthly with each customer
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Implementation Process -What to Expect
Timeframe Estimated 4–8 weeks from contract signing
Implementation team assigned to each customer Detailed project plan reviewed and agreed upon with customer
Tailored to meet your objectives and timeline
Kickoff meeting with key stakeholders
Discovery and documentation Combination on-site and remote
Knowledge transfer and training Minimum 2 weeks of customer-specific training
Go Live!
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VoiceMail
Voice Web Submit
Resolved? - YesNo – Escalate to Level 2
Resolved
End-users
Level 1 (Tier 1) support Toll-free number 24 x 7 x 365 Customer satisfaction surveys SLAs-based service Multiple contact methods Self-Service portal for end-users Desktop and Business App Support
Closed by Logicalis Closed by Customer
Logicalis or Customer Level 2
Logicalis or Customer Level 3
Provided by Client and/or Logicalis Client access to Service-Now portal to
track and manage incidents
Level 2/Level 3
Logicalis ITSM Platform(Powered by Service-Now)
Seamlessly Integrated with Your Operations
Level 1 - Help Desk
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LogicalisBusiness and Technology Working as One
Business-Focused Solutions That Result in Clear Returns on Investment
Others sell. We solve.
Developing a deep understanding
of your business
Others talk.We listen.
Attention and dedication from our highly trained IT
and business experts
Others replicate.We tailor.
Collaborating with world-class partners to
develop solutions for you
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Why LogicalisSignificant Global Reach
North America South America Europe Asia PacificRevenues:
$385mEmployees:
735Revenues:
$550mEmployees:
1,335Revenues:
$480mEmployees:
1,150Revenues:
$135mEmployees:
500
Managed Services Operation Center Data Center Managed Services Operation Center/Data Center
LogicalisBusiness and Technology Working as One
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Technology choices that help businesses optimize
IT investments
International reach
Customer relationship focused
Leveraging R&D from the world’s leading technology vendors