PROSPECTING GUIDE. Connect with us today /softchoice

Transcription

1 PROSPECTING GUIDE Most organizations struggle to deliver new projects on time, get ahead of major trends and drive innovation back into the business, due in part to the constant battle to just keep the lights on. Softchoice s Keystone Services portfolio provides a comprehensive approach to partnering with clients based on their unique business requirements. This portfolio is supported by the Keystone Support Technical Community (KTSC), an on-shore, always-on team providing 24x7 support and management for customers technology and people, enabling them to refocus on the high value activities and key projects in their organizations.

2 You should use the information below as a guideline only. Your knowledge of the customer environment, organizational dynamics and the customer size may dictate the alignment of pain points to the associated title. Who should I talk to? Role Pain Points Sales Strategy Goal CIO Changing role of IT Align to business objectives vs. IT reaction Enabling and getting the most out of the human capital / structuring investments to maximize impact to business Not being able to get closer to the business and drive strategic projects that are of strategic importance to their success Ongoing distractions from a focus on reacting to issues and keeping the lights on vs. strategic initiatives Uncover pains related to: staff utilization staff costs / assets under resourced / underperforming projects business stakeholder relevance and alignment Identify if the customer interested in being a strategic enabler of business outcomes vs. managing infrastructure IT Director+ Avoiding Risk of Outages; attaining SLAs/business imperatives / expectations Majority of staff activities/initiatives based around maintaining current infrastructure vs. meeting specific business goals Distractions from key initiatives and business outcomes by simply sustaining infrastructure Retaining talent or attracting talent staff interest / skill shortages Lack of job satisfaction of not being involved in innovative projects Gain line of sight to key issues inhibiting achievement of an innovation position including: Current strategy on support Existing planned projects with limited skills Outsourcing strategy or incumbent partners Understand amount of time being spent in reactive activities vs. strategic activities Identify pains related to staff retention or retooling required to address new or existing technology footprint Data Center/ Network Manager/ Team lead/ Lead Architect Difficulty supporting 24X7 operations or multiple locations Difficultly completing assigned activities in the designated timeframe Required to wear multiple hats Identify how much reacting and responding to issues is impacting their role Demonstrate how Keystone makes them heros Drive alignment to a partnership consideration surrounding their key issues or challenges Uncover detail surrounding how support is executed and identify gaps to service expectations

3 Compelling Events Event Project-based Opportunities Description On Day 2 after technology is implemented, customers often struggle to support new technology requirements based on existing skill sets or limited support procedures which can result in potential downtime. Keystone can be positioned alongside a solution implementation to offer customers as an opportunity to improve technology performance. Smartnet Renewal The Smartnet Renewal creates an opening to have a more in-depth conversation around operational simplicity and how they would like to be managing their technology footprint. Keystone Essential Renewal As an existing Keystone customer, the renewal period offers the ability to review the new areas of the Keystone portfolio that may offer value. Many business factors can create a compelling reason for customers to embrace Keystone services. Key indicators could include: Underlying Business Issue Rapid Expansion IT support is often outpaced by the growth of the business New Locations Centralized IT lacks the ability to support new locations Acquisitions Acquisitions place new stresses on an IT organization and may introduce new requirements Supporting Multiple Timezones Often multiple timezones are managed by a skeleton staff, after core central IT hours, leading to service degradations and increased pressure on IT teams Transition to a Centralized IT Delivery Introducing a centralized IT delivery model requiring a review of their operational services such as support, incident management for remote locations Speed of LOB Service & Time to market IT organizations may suffer from delayed projects or service delivery hindering their ability to meet the business service levels

4 What is Keystone? Softchoice s Keystone Services provides higher service levels by resolving issues faster when they happen and future proofing the environment through proactive services for continual improvement. This service is offered in three packages including Keystone Essential Services (incident management and configuration mentorship), Keystone Monitor Services (availability and performance monitoring) and Keystone Complete Services (includes Essential, Monitor Services plus full operational and change management). Keystone Essential Services Support for your technology, people & business Extension of your IT team Enhanced break/fix service that helps to resolve incidents faster and more easily than calling the vendor directly Configuration mentorship allows staff to contact KTSC for quick questions about things like upgrades, process steps, or other questions they may have about the support of current technology All for about the same price as the vendor support that they d be paying for anyway Keystone Monitor Services Actionable Insight to Protect the User Experience 24X7 Availability and Performance monitoring Triage all system alerts which virtually eliminates false positives Once we validate the alert we provide actionable insight to assist with resolution Quarterly reviews of performance data to offer insights into utilization and capacity planning Fully managed monitoring platform including tuning Connected community to provide technology direction and support Keystone Complete Services Long-term Operational Simplicity. Complete care and feeding of infrastructure including: Incident Management Configuration Mentorship Device utilization and planning Moves adds and changes Availability and performance monitoring Change management Patch Management SLA reporting and management Discovery Questions 1. How do you currently interact with the CISCO TAC (Support Center)? 2. How do you currently support issues after hours? 3. Do you have enough resources to perform on site tasks at all sites? 1. Has there been a recent outage where end users/line of business managers reported the issue? 2. How do you currently make decisions surrounding capacity planning? 3. How are people alerted to issues in the environment? 1. Who performs infrastructure updates and patching? Are you up-to-date? 2. Have you been asked to put internal SLA s in place? 3. How do you develop and maintain your team s skill sets related to advanced technologies? 4. How dynamic is your environment?

5 Advocate Points Faster Incident Resolution: Softchoice brings together the knowledge gained from over 15 years experience in managing hundreds of environments and over devices with a highly technical service team through the KTSC. Simplify the Experience: With Keystone, the KTSC becomes the single point of contact for service, affording the client simplified access to expertise via 24X7 live voice services. Reduce Number of Issues: Clients engage the KTSC with their technology inquiries through configuration mentorship services, helping them gain knowledge which will ultimately result in future proofing their environment. Credibility Points 280 Global Customers Over 24,000 Devices Supported 85% of Issues Resolved within 24 hours 100% of KTSC Staff Carry Advanced Vendor Services Millions invested in tools and process 24X7 LIVE ANSWER (NO QUEUES!) We build relationships & know your environment Not your end users helpdesk Ability to escalate to field services Faster Project Execution: Keystone provides the support needed to refocus efforts on business impacting projects and initiatives. Keystone is an integrated partner in service delivery, helping the client benefit from fewer interruptions and unpredictability associated with day-to-day issues and infrastructure management. Get the Right Answers: Keystone supports people through configuration mentorship, on-demand insight via the MyKeystone Portal and direct visibility into availability and performance data. Technology Insight: Keystone consolidates the current state, historical trending and direction of technology to provide clear recommendations. What s included Supported Technologies Monitor Essential Complete Incident & Problem Management Advanced Replacement Parts Configuration Mentorship Technology Outlook Sessions Monitor (Performance & Availability) Alert Investigation Action based on Defined SOP Insight & Reporting Proactive Patch Management Change Management (MACs) Release Management Vendor Device Type Monitor Essential Complete Router Switch Wireless AP Cisco Wireless Controller Firewalls/Security UC UCS Servers Hyper-V Microsoft Server 2003R2/2008R2 VMware ESX Server Intel X86 Servers AMD