IT Managed Services for the JG Summit Conglomerate

Transcription

1 IT Managed Services for the JG Summit Conglomerate Enabling Clients to unlock their top-line growth by focusing on their core-business. i-tech Global Business Solutions, Inc.

2 Contents Overview... 3 Industry... 3 Clients... 4 Introduction... 4 The Solution... 5 JGS ITMS: Ticketing System... 6 JGS ITMS: Support Services... 6 Results... 7 Benefits... 7 Our Company... 8 Mission-Vision Statement... 8 Accreditation and Membership... 9 Our Value Proposition... 9 Contact Us P a g e

3 Case Study Overview Country: Philippines The Practice: JG Summit IT Managed Services for the various business units (BU s) of the JG Summit Conglomerate. i-tech Global Business Solutions, Inc. provides IT Managed Services for all BU s of JG Summit Holdings namely: Universal Robina Corporation (URC), Robinsons Land Corporation (RLC) and all BU s under RLC, and the Robinsons Retail Holdings, Inc. (RRHI) and all BU s under this holding firm, JG Petrochemicals Corporation, Summit Media Group, Robinsons Bank, Cebu Pacific, Inc. and Premium Bikes Corporation. Industry Our Clients are comprised of varied industry verticals belonging to the JG Summit Group of Companies, one of the largest and most diversified Filipino conglomerates, engaged primarily in businesses that serve a growing middle class with rising disposable incomes in the Philippines, South East Asia and Australasia. Manufacturing & Distribution of Fast-Moving Consumer Goods (FCMG) Real Estate Retail Petrochemicals Media & Advertising Banking Air Transportation Motorcycle Dealership 3 P a g e

4 Clients Introduction A typical desktop environment presents a wide range of potential software and hardware problems requiring a vast range of skills to troubleshoot and resolve. Providing comprehensive support for desktop environments can be costly and challenging for businesses. Only a handful of outsourcing providers like i-tech Global have a national IT service delivery footprint to provide reliable levels of service to all employees from the corporate headquarters, to a satellite office or even in remote locations. i-tech Global Business Solutions, Inc. has a comprehensive Information Technology Services offering: 24x7 Technical Helpdesk, Desktop Maintenance, IT Asset Management and IT Vendor Management. The initiation of the JG Summit ITSM (IT Managed Services) is a response to the challenge of an increasing operational cost in desktop support and maintenance. With JGS ITMS, business units no longer need to attend to their desktop support and maintenance and instead have i-tech GLOBAL manage and address all their desktop support requirements. 4 P a g e

5 The setup allows BU IT organization to direct their focus to the more pressing strategic concerns that directly affect the BU s operations. JGS ITMS has presence nationwide, to ensure that all JG Summit Business Units from Luzon up to Mindanao are supported. In coverage are close to 11,168 workstations across 226 sites all over the Philippines (as of August 2016). It functions as the single point of contact for all IT service requirements of JG Summit BUs providing Desktop Support Service via a Ticketing System: telephone technical support (Level 1: Service Desk team), remote support (Level 2: Solution Center team) and onsite support and repair (Level 3: Dispatch team). The Solution i-tech GLOBAL Desktop Support Service provides telephone technical support (Tier 1: Service Desk team), remote support (Tier 2: Solution Center team ) and onsite support and repair (Tier 3: Dispatch team). Endusers request service through a landline number and speak with a knowledgeable technical support specialist who remotely diagnoses the user s machine and work towards resolution. A tiered infrastructure facilitates escalation. If a remote resolution cannot be reached, a field service engineer may be dispatched to the end-user's site for onsite repair. Moreover, service highlights include IMAC (define) services, rollouts, deployments and maintenance. In addition, we have other services to complement our IT support specifically: the Asset Management - manages all hardware IMACD (install, move, add, change and decommissioning) requests and ensuring they are documented and updated in the asset information database. Provide standard IT asset hardware reports as per agreed with the client. Provide and manage network discovery-based random sample audits to ensure hardware-tracking data is accurate in the client environment. Perform annual physical site audits to ensure that hardware tracking data is accurate. Reconcile and resolve detected deviations. Facilitates hardware assessments for work stations, laptops, printers and scanners. Vendor Management - Creates and monitors incident tickets for issues requiring support from third party vendors such as Telco providers, HW and SW vendors, etc. ensuring end to end resolution. Initiates and monitors parts replacement requests with vendor. Monitors expiration of maintenance agreement as well as schedules preventive maintenance activities. Patch Management - Ensures patch compliance on all endpoints by timely deployment of security, critical and OS/application patches. Monitors agent and patch compliance via console and initiates endpoint remediation as needed. Create and maintain reports for patch compliance and system audit data. AV Management - Remediate and resolve end point security related issues and perform virus cleanup/data recovery. Monitors endpoint compliance with the agreed upon AV scanning policy including frequency and depth of scan. Ensure that the workstations' AV agent is console managed and virus definitions are up to date. Generate AV agent and virus definition compliance reports on a daily, weekly and monthly basis including top AV issues. Leads info security awareness initiatives. 5 P a g e

6 JGS ITMS: Ticketing System To ensure all the IT support requirements of the various JG Summit business units are met, JGS ITMS utilizes a streamlined ticketing system to document, assess and resolve IT issues raised. This Ticketing System is composed of telephone technical support (Tier 1: Service Desk team), remote support (Tier 2: Solution Center team) and onsite support and repair (Tier 3: Dispatch team) that monitors and updates the tickets until they are resolved. JGS ITMS: Support Services The Tier 1: Service Desk Team conducts initial assessment of the IT issue raised and create tickets to document them. Then the Tier 2: Solution Center Team provides remote support to help resolve the IT issue via remote access. Finally, the Tier 3: Dispatch Team deploys and coordinates onsite engineers for issues requiring onsite assistance. Other services like the Antivirus Team addresses all AV related concerns. The Asset Management Team ensures IT asset inventory of the business units are documented and are updated at all times. The Vendor and Parts as well as Vendor Management Team are in charge of coordinating issues requiring vendor or third party support while the Reports Analyst Team generate reports to help the team monitor compliance to KPIs and metrics that were agreed upon. Business Unit Service Desk Team: Tier 1 Solution Center Team: Tier 2 Dispatch Team: Tier 3 Antivirus Team Asset Management Team Vendor Management Team Reports Analyst Team To keep track of our service levels, we adhere to 2 key KPIs, response time (time needed to respond to the concern) and resolution time (time needed to resolve the concern). This varies according to the severity level assigned which is dependent on the business impact of the issue. The response and resolution time is based on KPIs agreed upon with the client. 6 P a g e

7 Results JGS ITMS started managing the desktop requirements of the JG Summit business units last May From that date onwards, JGS ITMS is able to exceed the KPIs given as well as foster tighter relations with the various IT Departments of the JG Summit business units. Despite all the additional scope of work added by the client, we have continually surpassed the Service Level Agreement. JGS SLA Performance % 99.87% 99.50% 99.37% 99.50% 99.21% 99.00% 98.80% 98.50% 98.43% 98.00% 97.50% Q Response Resolution SLA performance from Q Q Though we are constantly meeting our KPIs, we still practice our continuous improvement policy in order to better serve all the JG Summit business units. Benefits Partnering with i-tech GLOBAL to provide consistent remote and local support for all IT service inquiries enabled the JG Summit BUs to realize the following benefits: Total cost predictability A single monthly fee gets you a complete desktop support solution Lower total cost of ownership and management System reliability and performance Prevents lingering issues, reduces downtime impact and duration 7 P a g e

8 IT spending focused on issue avoidance and service optimization rather than fighting fires Through unlimited preventative maintenance When needed, highest level of response to issues A complete, outsourced IT management solution Focus on your core competence Less than hiring an IT staff internally Single point of contact Helpdesk Vendor Management Vendor management allows you to build relationship with your suppliers that will strengthen both businesses. i-tech Global s Vendor Management service is defined as the management of vendors such as the telco carriers or the desktop providers based on KPI's on behalf of clients. This takes this gruesome task of managing providers on an as need basis shielding the client s IT Team from directly dealing with the problem. This way, we add value by increasing their bandwidth without the pain of maintaining headcount for this purpose and with the assurance that KPI s as they defined will be met, if not exceeded. Our Company i-tech Global Business Solutions, Inc. (i-tech GLOBAL) has positioned itself as the cost-efficient, high quality provider of Business Process Outsourcing (BPO) services such as Contact Center, Information Technology, and Facilities & Administration Services. We are proud to be a subsidiary of JG Summit Holdings Inc. (JGS), a 15 Billion US Dollar holding company and one of the leading conglomerates in the Philippines, with business interests in Food and Beverages, Real Estate and Hotels, Air Transportation, Banking and Petrochemicals, as well as core investments in Telecommunications and in Power Distribution. Good governance, a passion for excellence and a commitment to give our Clients the best value for their money has been the guiding principles of the JG Summit Conglomerate since Mission-Vision Statement We believe in the Filipino talent and the Filipino brand of Customer Service. i-tech GLOBAL aims to be the preferred Business Process Outsourcing (BPO) provider of choice in the Philippines and other English-speaking countries. We partner with companies to contribute fundamentally to their business by cultivating customer reach and improving service levels and customer satisfaction. We have a proven track record in the following industries: telecommunication and utilities, airline, food and beverages manufacturing, IT, retail & distribution, real estate, hotel, publishing and banking & finance. We enable our Clients to unlock their top-line growth by focusing on their core business. We help companies optimize their costs by reducing overhead, transforming fixed costs to variable costs and maximizing capital expenditures for their non-core processes. 8 P a g e

9 We improve clients level of performance by leveraging on our efficient manpower base, best practices and continuous improvement philosophy. Accreditation and Membership Member of BPAP (Business Process Association of the Philippines) Certified ISO 9001:2008 Quality Management System EquipBPO Participant Comprehensive Quality and Information Security Compliance Assessment Alignment with ISO 27001:2005- Information Security Management System Our Value Proposition Increased Sales Opportunities We commit to extending the highest level of passion to meet your Sales Key Performance Indicators (KPI s), giving you the flexibility to do more with less. Our best practices in cross-selling and up-selling shall become instrumental in the sales improvement of the Client. Security Our processes are aligned with ISMS and we strive to continuously ensure that data of the Client is properly protected. Organizational Stability Our corporate policies and employee engagement programs ensure proper business conduct, ethics and employee satisfaction. i-tech Global being a fully-owned subsidiary of JG Summit, has the financial and organizational capability and stability to work with the Client for this Consumer Engagement project. Streamlined Processes Our processes are ISO 9001:2008 certified, and both our processes and our people are steered by our continuous improvement philosophy. Moreover, we adopt and innovate best operating processes and methodologies of leaders in various industries and markets. We commit to adhere to Client s work instructions and quality standards, but we will propose changes, if necessary, to simplify processes as the need arises, with the end in view of producing exemplary results without compromising integrity. 9 P a g e

10 Contact Us i-tech Global Business Solutions Inc. is the business process outsourcing arm of the JG Summit Conglomerate, which provides value multiplying customer-interfacing and back office services in the telecommunications, airline, food, real estate, hotel, retail, and banking & finance industries in North America, United Kingdom, Australia, New Zealand, Singapore and other Asian countries. Our Locations: (Headquarters) 3F Robinsons Otis Office Suites Building, Paz Mendoza Guazon Street, Paco, Manila 1007 Philippines (Cebu) 3F Robinsons Cybergate Mall, Fuente Osmeña, Don Gil Garcia St, Cebu City, 6000 Cebu Philippines (Mandaluyong) 8F Cybergate Tower 3, Robinsons Pioneer ComplexPioneer St. Mandaluyong City 1550 Philippines PH Tel. No USA Tel. No (New Jersey) or (NYC) E: 10 P a g e