TCM Solutions The best kept secret in NonStop! 6 December 2012

Transcription

1 TCM Solutions The best kept secret in NonStop! 6 December 2012

2 Who we are.. We are one of Europe s leading HP NonStop services companies We ve been providing Complete Managed Services for 16 years We re the only independent, HP NonStop Service provider with S, NS and NB certified consultants We re committed to high quality service management, continuous improvement and availability 100% SLA record, never lost a Customer We have also partnered with IBM to deliver NonStop Services to their EMEA customer base Our current customer base includes major banks, switches, clearing houses, payments processors, manufacturers and healthcare providers. We are ISO 9001 Quality Management and ISO IT Service Management certified with ISO27001 IT Security Management certification planned in February 2013

3 Our Story Continues 1996 Company formed providing HP NonStop support services to major bank in the United Kingdom 1999 Service portfolio grows to encompass hardware, platform, and application support 2002 TCM signs UK partnership with IBM supporting their UK&I NonStop customers 2005 BT signs with TCM to provide a complete managed support service for the NHS London Programme for IT 2009 Major banks and financial institutions and leading integrators turn to TCM for HP NonStop Support Services 2012 TCM continues to grow in Financial and Healthcare Service Sectors with significant wins in Expanded into Manufacturing Sector and now providing services across Europe Focused Year on Year Growth never lost a customer, never failed an SLA!

4 For TCM Solutions it s simple Customer Satisfaction We focus on Customer success - we realise that true success happens when our Customers get substantial business benefit and results from our services. We deliver on our Customer Promise - superb quality, on time for 16 years we ve been delivering the highest levels of service and value to our customers. TCM s most recent Customer Satisfaction Survey (November 2011) returned an NSAT score of 150.4* We are passionate about what we do and personal in how we do it We deliver measureable business results We are competent delivering the highest level of quality with our solutions and services is paramount *Net Satisfaction (NSAT) is a simple method of calculating overall Customer Satisfaction through use of the below calculation: NSAT = (Very satisfied % - (Very Dissatisfied % + Somewhat Dissatisfied %)) For reference, the following scale was agreed in April 2007 based on Microsoft s recommendation; NSAT score of 120+ is considered good is average <80 indicates improvement is needed

5 What we do.. HP NonStop Consulting & Managed Services System Management Performance Analysis Database Optimisation Capacity Planning Security Data Centre Relocations Project Management Automation Architecture & Planning Comms / Networking Business Continuity WebSphere MQ Healthchecks

6 What we do.. All HP NonStop platforms: K, S, NS, NB hardware maintenance Hardware Management Services Hot-spare equipment Hardware Supply TCMAlert TM Fully outsourced, co-operative and sub-contract support models

7 What we do.. HP NonStop Training WebSphere MQ Operations System Management Security / Compliance Capacity / Performance Bespoke training

8 What we do.. Database Administration Application Support System Management We provide you System Management Project with critical Performance Management Management IT Security Management NonStop services Capacity Application Development wherever/whenever Management Highly skilled Service you Desk need them! Complete Performance Managed Management Services Automation Operations Outsourcing Hardware Maintenance & Supply Complete Managed Services

9 Recent Customer successes UK Financial Institution Provision of NS-Series Hardware Maintenance Provided hp accredited NS-Series Engineers Reduced costs over incumbent French Manufacturing organisation MQ V5.3 upgrade Provided Europe s pre-eminent NonStop MQ specialist Project implemented on-time and to budget Irish Financial Institution Data Centre Relocation & S-Series Hardware Maintenance Provided specialist NonStop Data Centre expertise and swing system rental equipment Provided hp accredited S-Series Engineers Reduced costs

10 Recent Customer successes UK Financial Institution Management and implementation of SOX Compliance Provided NonStop Security and Project Management specialists Developed Software Version Control process for legacy, in-house application UK Healthcare Provider Complete Managed Service Won competitive tender process Managing project to migrate live service from legacy support to complete early 2013 UK Financial Institution Batch and Event Management Automation Provided NonStop Automation specialists Reduced OOH callout by 80% Global Payments Processor Complete Managed Service Won competitive tender process Transitioned service from contractor resource to TCM Managing project to migrate live service from legacy support and hosting to complete Feb 2013

11 What our customers have said TCM are very focused on customer service and do a great deal over and above contracted requirements. Head of CSTC, UK Bank TCM provide excellent support key people understanding of all requirements. Business Unit Director, UK Bank I have found in my dealings with TCM that they proactively manage the systems with a good knowledge of our objectives and requirements. Application Support Manager, UK Bank TCM involvement has always been high quality throughout all phases of the project lifecycles and their involvement has been valuable to our successes. Solutions Architect, UK Bank Good liaison & communication skills and a very flexible service Dealt well with the political issues around moving away from HP as our hardware supplier and were realistic about how this could be overcome. I think the Customer experience for both myself and the end-customer has been very good. I'd specifically like to mention the contribution made by the TCM team when we did experience a (non-tcm) Service outage. The engineering, PD/PI and communication were excellent. The personal approach taken by TCM with their Customers is refreshing and definitely works, as the relationship continues to go from strength to strength. Service Delivery Executive, Global Services company I would like to thank the TCM team for their professional attitude and knowledge in achieving a major milestone for us. The team integrated fantastically and seamless into the our DC migration team. I am looking forward to future cooperation. Programme Manager, Global Services company I have had no experience of TCM other than that of the highest calibre. Thanks. M&TSS UK Partner Manager, Global Services company

12 What our customers have said Over the past 12 months I have been impressed with the service that I have received. All calls have had a rapid response and there are no issues currently outstanding. NonStop Manager, Central Banking organisation A breath of fresh air. Great people who offer tailored solutions in an ever-changing market. TCM know the industry very well and have a varied and knowledgeable staff set-up to meet all customer needs. A true supplier of quality services, TCM business practices are of the highest order and their Staff are communicative and knowledgeable of infrastructure systems. Their breadth of knowledge of other working environments is very useful and is a source of improvement within our organisation. Head of Operational Service Centre, Payments switch provider Early days but the levels of support to us as a key partner have been superb thanks Account Manager, Enterprise Outsourcing organisation The project was an unmitigated success and we were very impressed by the professionalism and flexibility of TCM throughout the tender and execution phases. Your people were knowledgeable, and personable and dovetailed well with us and ESA resources to make the project happen to plan. We were very pleased with TCM services and believe we received good value for our investments with you. Project Manager, Capital Markets provider TCM's valuable knowledge and presence in the project has given us the confidence it needs to make critical decisions in relocating it's mission-critical Tandem systems, applications and customer data. TCM's professional approach, positive attitude and experience have enabled us to minimize all risks while optimizing existing hardware has resulted in no further hardware cost outlay during the relocation. Programme Manager, Scandinavian Bank Good 'value add' through having TCM management engaged, they feel like an extension of our team - Head of Application Support, UK Telecoms and Services provider TCM have performed extremely well and have shown a professional and proactive approach to learning and extracting business information and adapting and delivering accordingly. I believe that TCM have risen extremely well to the challenge of supporting the environment on our behalf. It has been a very challenging year for all of us and the work TCM has performed has been a key contributor to our success in the Health area ASG Manager, UK Telecoms and Services provider

13 Why TCM? We re the best kept secret in NonStop! 16 Years providing critical NonStop based solutions and services Never failed an SLA, never lost a Customer, excellent Customer references The only independent, NonStop specialist with S, NS, NB certified consultants Europe s #1 independent hp NonStop services provider Current Customers include Banks, Integrators, Manufacturing, Healthcare ISO certified and accredited supplier of hp services Safeguard your hp NonStop support environment Maximise your hp NonStop investment Experienced throughout the service cycle from initial review and service modelling to on-going delivery and accountability for support and continuous improvement, embedding seamlessly into your organisation Honest, reliable and work to a clear set of values - a committed Partner that cares and tries harder.

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