more than 'break fix': fully outsourced 24x7x365 breakfast briefing
DESCRIPTION
In our ever changing environment we are relying more and more on our IT systems to help deliver client needs and keep ahead of our competitors. At C5 we realise the importance of working as a partner with our clients to help them achieve their goals. 2013 was a significant year in the development of C5 and we would welcome the opportunity to share with you changes to our organisation at our first Jersey Breakfast Brief of the year. C5 believe we can significantly improve your IT systems whilst providing cost benefits without compromising quality and keeping you compliant. Please contact us: [email protected]TRANSCRIPT
More Than Just “Break Fix” Fully Outsourced 24/7 IT Services
Mark Loane, CEO, C5
Antony Allen, Head of IT Services Division, C5
Chris Oliver, CEO, Armstrong Continuity
A geek @ Itex in the 90s
C5 built to have smart people doing interesting projects
C5 Alliance 2012
80 Consultants in 7 teams
Why Acquire ITEX?
Managed Services 2013
The 50 strong 24/7 team doing full managed services/outsourcing
Hidden Talent
The Challenge
£7,000,000 annuity income
but
£7,000,000 cost of service
The Solution
Continue good work already set in motion
Further improve efficiencies
Reduce costs
Investment in a strong local IT company
Culture
I was wrong
C5 Alliance Group Limited
IT Servicesto run yourbusiness
better
Business Solutions
to deliver yourbusiness
advantage
Business Solutions Division
BespokeDevelopment
ProjectDelivery
TechnicalSolutions
TailoredTraining
BusinessIntelligence
Process &
Platforms
BusinessSolutions
David Edge Dan Hare
Aonghus Fraser
Ashley Hillier
Paul JarvisAnna Philpot
IT Services Division
15
Incident Manageme
nt
2nd & 3rd
LineSupport
1st
Time Fix24x7x365Support
Hybrid Solutions
SecurityPatching
ITIL V3 BusinessContinuity
Managed Hosting
CloudSupport
End-of-DayChecklists
ServerManageme
ntITServices
Antony Allen
Cindy Jacobs
Small Business Dedicated Team
C5 Alliance will become the ‘IT Services Trusted Advisor’ in the Cloud market place.
C5 Alliance and Cloud Solutions
Maintaining impartiality
Building solutions that meet each client's needs
Leveraging our experience and knowledge
Using our platforms and our partners platforms
IT Services Division
Hosting
Business Continuity
Procurement
Partnerships
Of course we continue to offer…
Our Vision
Your Trusted Partner At C5, we work in close partnership with you to understand your business. We enable our customers to change their business and to run their businesses better, helping to increase revenue and reducing cost.
Smart People At C5, we provide an innovative and stimulating environment where smart people are rewarded for doing interesting work that delivers value to our customers. We have a talented and committed team who believe that C5 is THE place to work.
Thought Leaders At C5, we contribute to the development of the digital industry, by offering thought leadership and a challenging perspective on the future. We are actively engaged in changing our industry for the better.
A Digital CommunityAt C5, we are committed to enabling a connected, digital community. We offer our technical skills and knowledge to local organisations and charities in order to improve society, and make things better.
C5 Alliance Group Limited - IT Services
More Than Just “Break Fix”
Antony Allen – Head of IT Services
Agenda
The Journey
The IT Services Team
Service Offerings
The Road Ahead
The Journey…
December 2011 350+ calls in the queue
Aged calls
Dissatisfied clients
Staff morale low
Limited transition from project to live service
Inflexible service offering
Not ITIL compliant
“Your most unhappy customers are your greatest source of
learning“
~ Bill Gates, 1999
August 2013
C5 Acquisition
The Journey…
Today – aiming higher… Continual service improvement
Team and process development – service culture
Proactive management
Focus on quality, customer satisfaction and consistency
Improved call quality and closure rates
Improved customer communication and information
Clients Supported Centrally
Jan
13
Feb
13
Mar
13
Ap
r 1
3
May 1
3
Jun
13
Jul 1
3
Au
g 1
3
Sep
13
Oct
13
Nov 1
3
Dec
13
Jan
14
Feb
14
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
50.00%
27.64% 28.66%
41.85%40.05%
Fix at first line percentage
Clients Supported Centrally
Apr 13 May 13 Jun 13 Jul 13 Aug 13 Sep 13 Oct 13 Nov 13 Dec 13 Jan 14 Feb 140
50
100
150
200
250
7990
68
56
83
5662
37
2124
18
194
224
205
170 174
151160
139
8680
87
Open Calls/Incidents At Month End
Open IncidentsLinear (Open Incidents)Open callsLinear (Open calls)
IT Services Team
Our People 30+ promotions in the last 2 years
10+ promotions since C5 acquisition of Itex
Investment in training and development:
Over 30 staff now ITIL v3 qualified Continual development – cross training in teams,
removal of single points of failure
Service culture introduced promoting enthusiasm, ideas and proactivity
Ideas encouraged, and risks identified and addressed
IT Services Offering
29
Incident Management
2nd & 3rd
LineSupport
1st
Time Fix24x7x365Support
Hybrid Solutions
SecurityPatching
ITIL V3 BusinessContinuity
Managed Hosting
CloudSupport
Start and End-of-DayChecklists
ServerManagemen
tITServices
30
IT Services Offering – Scenario 1
Client A has a Team in Hong Kong who need out of hours support –
we take the call and log or escalate
…or for client B we also attempt fix at first line so we
don’t need to get their resources out of bed!
24x7x365Support
1st Time Fix2nd and 3rd
Line Support
31
Client C has a fully managed service
– we work in partnership with them to deliver against this and
continually improve the service
throughout their contract
IT Services Offering – Scenario 2
24x7x365Support
2nd and 3rd Line
Support
1st Time FixIncident
Management
Server Managemen
t
Start & End of Day
Checklists
Business Continuity
ITIL V3Security PatchingManagedHosting
IT Services Offering
32
Operating Systems Desktop Applications Microsoft Windows Microsoft Office Microsoft Windows Phone Microsoft Office 365 Microsoft Windows Server Microsoft Windows Small Business Server Storage Microsoft Windows Server Essentials HP Enterprise Virtual Array (EVA) SAN Storage
HP 3PAR StoreServ Storage
Virtualisation Citrix XenApp Call Logging Systems
Microsoft Hyper-V ConnectWise VMware Infrrstructure (ESX/ESXi) Footprints VMware vSphere (ESX/ESXi) Magic
Touchpaper
Server Applications Track-it Blackberry Enterprise Server Web HelpDesk HP Command View ZenDesk HP Data Protector
Iron Mountain Livevault Monitoring Systems Microsoft Dynamics CRM N-central Microsoft Dynamics GP eG Microsoft Exchange Server Pretorian/insight (Environmental monitoring) Microsoft SharePoint Nagios Microsoft SQL Server Pingdom Novell Platespin Ipswitch WhatsUp Gold Symantec Backup Exec
Veeam Backup & Replication Security Systems
Symantec MessageLabs
Other Technologies & Services Trustwave/M86 Mailmarshall Active Directory Trustwave/M86 Webmarshal DNS Mimecast Domain management and SSL Certificates Sophos Anti-Virus Windows Update Services Watchguard Extensible Content Security (XCS)
The road ahead…
Armstrong Continuity
Chris Oliver – Chief Executive
I’ve probably got it covered………
“The two main problems that lead to business continuity plans failing are:
1. Building on incorrect assumptions2. Ineffective testing”
~ Barry Varley, CEO, Acutest
Understand the Business
Design the Strategy
The Emerging SplitCrisis Management - Business Continuity
Chris OliverChief Executive
Armstrong Continuity07781 100502
Questions