mds managed service - overview
TRANSCRIPT
Presenter NameDecember 12, 2013
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MDS Managed Service
© MDS 2015
MDSMay 2015
Market positioning: Operators’ top drivers for BSS/OSS outsourcing in the next year
Major drivers for service providers looking to outsource their BSS/OSS needs in the next year are customer experience management, Cloud services, data monetisation and M2M
Source: Heavy Reading: A New Era of BSS/OSS Managed Services, May 2014
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Market positioning: Operators’ top priorities for outsourcing BSS/OSS
Managed Service 2.0Operators are increasingly turning to a managed services model to delegate BSS/OSS skill sets to third parties, with their top priorities being cost, time to market, expertise and transformation.
Source: Heavy Reading: A New Era of BSS/OSS Managed Services, May 2014
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Why MDS Managed Service
© MDS 2015
Billing Managed Service experts with exemplary SLA attainment
Deep collaboration among teams, ensuring continuous improvement programmes
Proven to support multiple global operators for billing, rating and customer management
ITIL aligned, ensuring service operations adhere to industry standards for governance, reporting and auditability
Comprehensive unified monitoring of all network, operating systems, database and hardware elements for end-to-end assurance
The entire CMP environment is managed, monitored and enhanced by the teams that know the systems and product best
years
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MDS Managed Service – facts and figures
© MDS 2015
Service assurances measures
High Availability design for all infrastructure with
contracted targets
Application management
processes
of service levels hit or exceeded month-on-
month
revenue collected per month per CSP
Tiered Service Levels
tailored to meet differing customer needs
MDS Managed Service Framework – ITIL alignment
Infrastructure support
Application & Billing
Prevent & Recovery
Manage and maintain a cost-effective Managed Service solution tightly aligned to ITIL best practice. Delivers scalability, flexibility and agility at a low total cost of ownership
Service change
Service delivery
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Assured Service Delivery
Implementation projects can be completed in as little as 15 weeks. Closely governed by Service Change
Service change
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Service Design – ensure service solution meets client requirements Service Transition – operational transition of the project Change management – ensure operational change is delivered quickly,
maintaining operational stability Knowledge management – retain knowledge, subject matter expertise Succession planning – business continuity planning includes planning
for changes in our workforce Documentation – robust, repeatable documented processes Asset management – management and control of configuration items
Assured Service Delivery
Business Process Outsourcing – Application & Billing management
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Billing and invoice production management Payment routine management – enable DSPs to collect monies owed Flat file invoice production routines enable DSP print providers to
produce invoices Third party interface management including network usage records
and provisioning Daily assurance framework for all Managed Service customers
Application & Billing
Assured Service Delivery
MDS Managed Service data centres and managed networks infrastructure is run and managed 24x7, 365 days
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Critical systems designed for full fail over and replication IBM Power Systems support Unix Support Oracle support Network support Availability management of all supported systems Capacity management of all supported systems System administration and security Compliance, eg ISO:27001
Infrastructure support
Assured Service Delivery
Continuous service improvement , customer satisfaction, SLA management, KPI management, service reviews
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Service Operations Centre – provision of 24x7 support via multi-channel contact methods (self serve, telephone, email)
1st level support – log, manage, consult with customer, close ticket 2nd and 3rd level support – more complex technical fixes Capacity planning Major incident management Problem management and resolution Service Delivery Managers – own the service relationship with
customers
Service delivery
Assured Service Delivery – security and compliance
Extensive protection programs, service disruption processes and service Improvement programs to strengthen resilience and continually improve all aspects of service
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External vulnerability scans External penetration testing Network segregation Two factor authentication Network Port Security Threat detection ARP inspection Service Protection - in the event
of disruption via effective Business Continuity Management
(BCM) Recovery processes and
procedures Risk reduction Supplier audits Extensive disaster recovery
procedures
Prevent & Recovery
Service Operations Centre (24x7, 365 days)
MDS Managed Service provides greater control of service levels and performance.
Our Service Operations Centre is manned 24x7, 365 days.
Performing dedicated request, event and incident management using award winning IT Service Management software (VivaDesk).
One point of contact for customer management of IT and business process related incidents and requests.
Proactive monitoring utilising ‘best in class’ service tools (Nimsoft).
On-call specialist level two and three technology teams are available 24x7 for escalation of more serious or complex incidents.
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