Global Smart Business Inc. Field Services Outsourcing Company Incident Management Services Centre

Transcription

1 Global Smart Business Inc. Field Services Outsourcing Company Incident Management Services Centre

2 Global Smart Business Headquarter in Boca Raton, Florida Capabilities in 26 countries On-site capabilities 5x9, 7x24 Incident Management Services Centre in Venezuela with the following services disciplines: CRC, Diagnostics skills, 2 nd Level support > 350 Engineers dedicated to On-site Support Relationships with more of 100 Sales Channels Relationship with VARs (Value Added Resellers) Main regional Warehouse in Miami, Florida International or local Courier services capabilities

3 Global Smart Business Services and Solutions Channel Management Outsourcing C 2 Managed CPE Services - mcpe On site support and remedial services - GSH Managed Logistics Services - mls Incident Management Services Centre - IMSC SMBs offices Hosted applications - GIMS

4 Global Smart Business Customers Unisys: Dell Nortel Cisco Lexmark EMC British Telecom Hewlett Packard IBM: British Petroleum Telefonica

5 Global Smart Business Incident Management Services Centre Service support tools, process and skills accessible by all the Latin America and Caribbean Region GSB Incident Services Centre

6 Incident Management Services Centre GSB provide a Hosted Services Centre in Latin America and Caribbean Region with all the tools, systems, capabilities and skills to handle the customers requests.

7 What a IMSC is? Infrastructure, People, Tools and Process Request Management of all needs (Delivery, requests, etc.) Typically 3 levels of Services IT Help Desk / Single place to call for assistance Technical support for End Users Desktops Hardware Software Application Support HOW TO Incident Lifecycle Management Dispatches for HW resolution Business Support Client Process Outsourcing (e.g. Telemarketing, Customer Svcs) Utilization of Client business applications Continuous improvement of customer satisfaction and loyalty

8 IMSC Functionality Single Point of Contact for Business and Technical End User support Incident Management Lifecycle information and control Incident Detection & Recording Classification & Initial Support Investigation & Diagnosis Resolution & Recovery Incident Closure Incident Control: Monitor, Track, Communicate Reporting Escalation; SLAs (Service Level Agreement) & OLAs (Operating Level Agreement) Major Events or Outages Data Analysis, Input to Problem Management Overview

9 Incident Detection & Recording Access Options Action Icons in the customer WEB site Service Portal Incident Client Issue or Inquire Call to IMSC Contact to Services agents Entitlement Services access method Personal Details Last Name; First Name; Phone Number; and Login ID User Priority client provided list of VIPs Address Details Location; Address; Country Device Details PC asset tag, make, model serial number Department, Cost Center Building the relationships between the Configuration Item and the Incident

10 Classification & Initial Support Create the Incident Incident Categorization Category / Sub-Category / Product / Problem Severity (Priority) of the Incident 1 5 (Critical to Very Low) Assignment Group IMSC agents CRC: Call Reception Center Client Resolver Group or Dispatch to On-site field technicians if outside Service Desk capability to resolve.

11 Analysis & Diagnosis Diagnostics Centre Certifications : DELL, Nortel, AVAYA, Cisco, HP, Sun, etc. Single End User Analyze the issue and decide actions to fix Work Instructions, Knowledgebase Articles, Known Errors, temporary fixes Major Event Impacts multiple end users Network Outage, Server Down, Require Cross Company effort to resolve Client and Service provider, possibly 3rd party vendor

12 Resolutions decisions Resolution & Recovery Resolution and Recovery may be achieved through one of the following: IMSC Resolution (75% calls) Resolution via escalations to a Support group (GSB 2 nd level, Vendor 3rd Level) Resolution via an Onsite Call to an specialized group

13 Incident Control Open Incidents are follow up till resolution SLA s control and escalations Escalations to Managers or resolvers Depend of severities Incident and resolution log Automatic Customer surveys to measure quality Automatic follow up on third party open incidents Automatic control of third parties contracted SLA s

14 IMSC Environment Solution Architecture Venezuela Data Center: Nortel PBX, GIMS application, DELL servers and Workstations. Access Method Local access numbers in countries WEB Chat IMC Agents GIMS Java Client Connectivity to Client Site for: Network Access triage and support Password Reset Remote Control Client Resolvers Resolver Web access

15 Service Metrics ASA Average Speed to Answer <= 45 sec Abandon Rate <= 6% First Call Fix (service desk resolvable) 85% Second level Resolution 95% in 24 hrs Customer Satisfaction > 90%

16 IMSC : Benefits Global: access anytime, anywhere. 7x24 coverage. Adapt to customer needs. Audit tools: The customer have access to tools to check the SLA commitment. Single point of contact to handle the services end-to-end. Multilingual: Spanish, English, Portuguese. Inbound local phone numbers in country.