Managed Services. Wring the maximum return out of your IT investment

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1 Managed Services Wring the maximum return out of your IT investment

2 Wring maximum return out of your IT investment Managing daily IT operations and multi-vendor relationships can be time-consuming, and deprive you of precious time to focus on what is important. Your smart alternative would be to outsource the management of your entire information and communications technology environment (or parts thereof) to a trusted service provider. Dimension Data s Managed Services aim to help you extract the most out of your IT investments. With a proven track record and comprehensive suite of offerings, we are ideally positioned to assume responsibility for managing your technology needs, to better support your business. Dimension Data Managed Services aim to help you extract the most out of your IT investments. We have expressly designed our suite of managed services to cater to your need for a highly flexible way to procure IT services, including: Uptime Support Service Managed Service for Technologies Service Account Management Team Empowerment IT Outsourcing You may choose from our comprehensive suite of standard, pre-architected managed services, whose preset parameters can be refined to suit your unique needs. This approach is ideal if you want swifter timeto-market, a proven delivery methodology or, in some cases, cost efficiency. Then, there may be situations wherein you require specific expertise, a highly specialised service or urgency. We will then work closely with you to tailor and develop the unique solutions that get you measurable business results and boost your long-term competitive advantage. Global Services Centres Through our Global Services Centres (GSCs) across five continents, we deliver consistent, best-in-class quality of service to local, regional and global clients with an optimal combination of people, processes and systems. Our state-of-the-art GSCs are operational 24 x 7 x 365 and ISO/IEC 20000, and 9000-certified. Every facility is equipped with sophisticated fire protection and surveillance systems, fully redundant generator, UPS back-ups and high-speed network connectivity. Powered by leading-edge VoIP technology integrating voice, video and data, they ensure seamless service delivery wherever you choose to do business in the world. This is complemented by a team of highly trained, technology domain-certified professionals specialising in technical service delivery for levels zero to three incidents across the full spectrum of technical challenges, from server or network connectivity loss to forgotten passwords. Our centralised service request management structure, coupled with a decentralised deployment model, lets us work on your service request from anywhere in the world. At the same time, we adhere to a consistent set of service parameters and uniform service management philosophy defined by the Information Technology Infrastructure Library (ITIL) and aligned to Capability Maturity Model (CMMi). The result: You benefit from the same high-quality service wherever you are in the world. Dimension Data s Services Continuum Develop plans that achieve business objectives Deploy and transition IT architectures Support full lifecycle of IT assets Manage full lifecycle of IT domains Optimise IT services Differentiate through technology innovation Assessments Architecture Roadmaps IT Services Strategies Procurement and Logistics Design, deploy, integrate and transition solutions Maintenance, Support Proactive Services Support Service Aggregation and Management Operational and Management Services Service Domain Aggregation and Management Assessments Continuous Improvement Lifecycle Management Business Planning for Innovation Identify breakthrough use of technology Align IT investment to business goals Manage project benefits realisation and risk Manage IT availability for productivity and risk Manage IT operations for improved performance Enhance IT effectiveness Increase strategic value of IT to the business

3 Dimension Data s holistic approach to service delivery Dimension Data s wide spectrum of managed services utilises our Services Continuum framework to develop end-to-end services for our clients, for whom we engage to Plan, Build, Support, Manage, Improve and Innovate our client s IT infrastructure. Plan incorporates our consulting and design service elements, to help you evaluate your current environment and justify technology investments. In the Build service function, we work with you to procure equipment before implementing and deploying new solutions. Our role is to reduce risk and ensure projects are delivered on time and within budget. Support services include Uptime and Insite. Through our investment in people, processes and systems, we are able to deliver a higher quality of service at a better cost than you could in-house. In the Manage service function, we take more responsibility and ownership for the running of your IT environment throughout the technology s life cycle. Our Service Delivery and Service Support processes let us interact with your environment proactively. This helps lower operating costs, reduce the number of incidents or faults and, ultimately, minimise the cost of managing your environment while maximising return on your current IT investment. Improve and Innovate are visionary services, in which we become your trusted advisor and work with you to enhance your competitive advantage through the innovative use of current and new IT solutions. Partnering with leading vendors Contact Centres Cisco, Genesys Converged Communications Cisco Data Centres and Storage Cisco, EMC, Netapp, Oracle, Symantec, VMware Microsoft Citrix, Quest Network Integration Blue Coat, Cisco, F5, Juniper, Riverbed Security Blue Coat, Check Point, Cisco, Fortinet, McAfee, RSA Uptime Uptime is our value-added IT support service that minimises downtime and supports the resolution of specific incidents in your infrastructure. And while we take care of your network, your internal resources are free to focus on mission-critical programs and run your business better. What makes Uptime tick? It is the many components within Uptime, working in unison that keeps your business going even when an incident arises. SLA-based incident management Caters to specific needs with a flexible system that manages incidents until their resolution. The SLA clock starts the moment the problem is logged Multi-vendor management Provides you with a single contract with coterminus and synchronised end dates for all devices. While on our end, we procure and manage disparate contracts with multiple vendors for issues like renewals and parts return claims Custom in-country or regional billing Offers local billing capability in 49 countries around the globe Local on-site support Guarantees ultimate responsiveness by despatching an engineer and/or spares to your premises. In the event that the incident cannot be resolved remotely, an engineer is despatched to your site to ensure complete resolution Flexible service components Allows you to select the services that you truly require, not based on manufacturers bundles Service level management Provides specialised reports and service management reviews, with recommendations on how to further minimise downtime in your environment Services portal Lets you log in requests, enquire and request status, and plus view contract information and reports Licence renewal Reminds you when right of use licences are up for renewal SLA assessments Evaluates the performance and reports the quality of predetermined, configuration items and services Moves, adds, changes & deletes management (MACDs) Keeps your technology environment up-to-date without tying up your internal resources Consultant-on-call Provides specialised, telephonic support for issues not related to a logged incident, such as configuration advice How can your business benefit? Uptime reduces network downtime, helping your business by: Offering a single point of ownership across geographies and technologies Providing access to the right skills with no need for hiring, maintaining and training in-house resources Reducing downtime Saving on operational and capital expenditure Improving visibility and providing peace of mind

4 Managed Services for Technologies As a key partner to leading technology companies, Dimension Data has developed expertise and experience in the deployment and operations of these technologies so that you can leverage the benefits of these technologies without the upfront investment costs to operate and manage. Our services specialists possess the capability to: Provide expert advice on technical challenges as well as technology and configuration optimisation Proactively monitor, manage and update your technology to achieve business objectives Dimension Data delivers Managed Services for Technologies through its centres of excellence that are designed to bring: The best practices in governance and IT service management Specialist technical, operational and consulting skills An integrated platform for monitoring, managing and analysing the technologies to achieve your business service levels. Insite Managed Services for Technologies comprises Insite, a comprehensive, proactive network monitoring and management cloud-based IT service. It enhances business agility, operational and financial flexibility and alignment with business objectives. While retaining control of your IT infrastructure, you can offload routine monitoring and management tasks, ranging from simple up-down device monitoring to an in-depth analysis of a proposed change to the coordination of a third party vendor. The result is improved, more consistent service quality and stability, reduced cost and the ability to respond quickly to changes. Based on the Dimension Data Global System Operating Architecture (GSOA), Insite maintains your infrastructure s normality by detecting abnormal events and implements timely restoration. Access is through our single service portal, which offers a transparent, real time view of events, service levels, availability, capacity, performance reporting, topologies and configurations within your infrastructure. All while keeping you aware of every aspect of any event, with measurable performance indicators against each SLA. Managed Services for Technologies comprises Insite, a comprehensive, proactive network monitoring and management cloud-based IT service. It enhances business agility, operational and financial flexibility and alignment with business objectives. The Insite service suite consists of three different service levels catering to all your infrastructure needs: Level 1: Reactive Fault management Live statistical reporting Level 2: Interactive Configuration management Monthly trending and recommendations Level 3: Proactive Performance analysis Proactive engineering How can your business benefit? Reduce operating expenses associated with the day-to-day operation of your IT infrastructure (including employee headcount and skills development) Reduce capital expenditure associated with IT operation by leveraging Dimension Data s remote infrastructure management platform that delivers modular, scalable, automated and consistent services Improve network performance by taking advantage of Dimension Data s processes, people and platforms to achieve best-of-breed IP operational capabilities for your ICT environment Increase the availability of your IT infrastructure with fewer critical outages and faster identification of incidents, thus improving organisational productivity Improve your focus on strategic IT initiatives in your business through the delegation of operational activities to Dimension Data, while maintaining full control of your IT infrastructure

5 Service Account Management Service Account Management is our high touch offering whereby a Service Account Manager (SAM) is assigned to your account. Your SAM will ensure that your business gets the high standard of service we have set for ourselves. He or she will oversee the overall service performance and operational engagement, as well as manage the service improvement program life cycle, including post-incident review and tracking actions that address chronic issues. At regular governance meetings, your SAM will update you with performance reports on service levels, incidents, problems and MACDs. This is part of our efforts to enhance your experience with Dimension Data by working progressively with you to foster greater consistency, collaboration and overall communication across borders. Dimension Data s Service Account Management Infrastructure Library Information Technology Service Executive Engagement Consistent Interface Global Services Centres Account Management Client Management Client International Consulting Programme Offiice How can your business benefit? Your Dimension Data SAM is your champion and trusted advisor who: Is familiar with your business, operational processes and technical support requirements and history Has sole ownership of your account and is your single point of contact to enhance your service experience Handles client engagement and services life cycle management across all touch points Accelerates issue resolution by working with engineering experts, channel partners and product workgroups Is focused on helping you optimise your operational effectiveness, infrastructure deployment and continuity improvement Is the assuring local presence who gives you global reach

6 Team Empowerment The success of IT projects is critically dependent on the quality of the execution, and this in turn, rests upon the experience and technical expertise of the people involved. As the leading independent IT services and solutions company in Asia Pacific, Dimension Data s decisive difference is the quality of the people we are able to put on the ground. Now your company can access our experienced and well-trained consultants for your IT projects, thus ensuring your IT architectures are future-proofed and highly robust. This is a temporary placement solution that provides companies with the option to engage Dimension Data s skilled IT personnel for short-term durations to implement, manage and support IT projects. Typically, these projects might range from infrastructure, data centre and storage, operating environment and messaging, call centre, security expertise and network management. Consultants are also available on a long-term basis to provide best-of-breed IT support services comprising the following: Maintenance service for mission-critical IT systems Operational management service for networks and IT systems IT support services for the network and security infrastructure These consultants can be employed on an individual basis, or as a team, to meet your unique requirements. Typically, they would be deployed for no less than a month on any given assignment. The function of each of these is explained in further detail on the following pages. Our IT Outsourcing service is aimed at supporting your IT strategies where and when you require that support and where you are able maintain management control. IT Outsourcing Dimension Data s extensive experience in operations and support of ICT environments, combined with our flexible solutions enables us to also customise an outsourced managed service to meet your business requirements. Our IT Outsourcing service is aimed at supporting your IT strategies where and when you require that support and where you are able maintain management control. As part of designing our service that complements your IT organisation, we look at what can be the optimal delivery model to meet your technology management requirements e.g. Remote versus on-site versus hybrid delivery model On-premise versus hosted versus cloudbased service platforms A roadmap of transitional versus transformational projects to evolve your environment Dimension Data follows a process-driven methodology for governance and service delivery. Our resources and tools are based on the ITIL standard and supports clients in their existing ICT organisations to an ISO certified operating environment. Service Aggregation Dimension Data s IT Outsourcing service includes Service Aggregation which offers you a single point of contact to address all support concerns and technical problems for levels zero to three incidents across a range of infrastructure, network, business Dimension Data offers IT Outsourcing service in areas such as: Service desk and end-user computing Facilities and infrastructure management Cloud computing platform management and end-user applications. Managed by our onshore, near-shore and offshore GSCs, with ITIL-defined processes and systems, this best-in-class service is delivered consistently to your local, regional and global operations. You can access its innovative, web-enabled self-help feature or contact live agents via dedicated service desk hotline. Every channel is equipped with the appropriate tools to resolve all your defined IT support needs regarding business applications, IT administration and end-user computing. How does Service Aggregation deliver results? The Dimension Data difference lies in our customised solutions. Rather than impose a one size fits all solution, we adopt a consultative approach. First, we take the time to understand your business and technology needs to arrive at a solution that meets your requirements. The next step is helping you make the transition from your existing support structure to our solution. Our support services are delivered through our network of onshore, near-shore and offshore GSCs. Should an incident arise, simply contact your dedicated service desk. Our agents will then quickly diagnose and remedy the problem using remote diagnostic tools and a detailed online knowledge base. If required and based on your service profile, they may even direct the issue to a third party specialist. Managing the coordination of IT services and user experience of your business users from the frontline Monitoring, managing and transforming your data centres, services, storage, networks, databases and middleware Facilitation of public cloud computing platform and/or management of private cloud service platforms

7 You will be updated on the progress throughout the resolution process. Or you may keep track via our personalised end-user portal, which can be used to report issues as well. This transparency of information permeates all levels of support through our common IT service management platform and service delivery processes, making issue resolution a speedier affair. How can your business benefit? Tailored to meet your needs, Service Aggregation can transform your support into a value-added business feature with these benefits: Expertise at lower costs You have access to current and relevant expertise delivered by a dedicated team of professionals thanks to Dimension Data s economies of scale Fewer calls We strive to proactively identify and resolve repeat incidents to prevent future issues. By automating processes, tool usage and IT satisfaction surveys, we can reduce call volumes and improve the user experience Faster call resolution We strive for first-contact resolution to prevent issues from repeating. By analysing the top service requests and informing users proactively, we can manage your requirements efficiently Growing with you As your business evolves and priorities shift, Services Aggregation adapts to support your changing needs Dimension Data s ITIL v3.0-based Operating Model Continual Service Improvement Service Operation Service Transition Service Design Service Strategy More profitable By focusing your employees priorities on core business goals, you can increase revenue and profitability while enhancing their productivity Our promise You have our guarantee that our service adheres strictly to committed SLAs Why Dimension Data? Why do almost 10,000 clients entrust Dimension Data with over 900,000 service requests every year? It starts with our passion for IT services. We believe in its ability to shape business growth. Our Managed Services, founded on ITIL best practices, are designed to ensure your IT investment is closely aligned to your business needs. In our commitment to stringent global and local SLAs, we have also invested US$58.6 million in our service and logistics infrastructure. Our reach extends to 160 countries through direct presence, a Preferred Partners Programme and vendor ecosystem. It is these long-standing strategic partnerships with leading technology vendors that grant us unrivalled access to the industry s top engineers and technical expertise. All of which enable us to support and manage over $12.5 billion worth of networking equipment 24 x 7 x 365 globally. Across Asia Pacific alone, we have more than 1,000 in-house engineers operating from 42 offices, managing over 17,000 spares across 210 sparing depot locations, to ensure we are primed to respond, resolve and restore your network operations efficiently, effectively. While many vendors claim they can ensure service continuity, few rival Dimension Data s credentials. Namely over 25 years of experience, a global footprint, world-class technical expertise across many technologies plus direct access to the world s leading vendor expertise. Let Dimension Data help you develop a holistic sourcing strategy that enables operational efficiencies and lower infrastructure TCO. Contact our IT Services Specialists today via ask.ap@ dimensiondata.com, or visit DDCC-0820 / 12/11 Copyright Dimension Data 2011 For further information visit:

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