Managed Services Global Presence. Local People. Lisbon, 21st September 2011
Agenda Introduction NextiraOne s Managed Services NextiraOne organization NextiraOne experience
Introduction Our focus 1 2 5 Unified Communications 5 strategic pillars 3 Contact Centres Managed Services 4 Data Centres International
Introduction International Services Structure Global Alliance Partners NXO Americas Inc France Germany NextiraOne International Service Factory C Europe Austria Benelux Switzerland UK & Ireland Italy Spain Portugal
Introduction Services lifecycle Assess your organisation s strategy and objectives, identifying current and future business and technical requirements. Follow this with the expert definition and design of a suitable solution or service to address the requirements. Put in place a flexible service for the support and maintenance of the solution and services, and establish a continuous process of measuring their performance and effectiveness, to support informed decisions for changes and improvements. Anticipate and minimise risk and adverse impact on the end-users. Manage the setup, installation, configuration and roll-out of the solution or service, in a controlled and managed environment, on time, on budget.
Managed Services Customer Challenges Cost efficiency Target architecture Flexible competencies Speed of Change
Managed Services Incident root cause analysis Source: Gartner group 40% Application 20% Infrastructure 40% System management
Managed Services Keywords AVAILABILITY DOWN-TIME CONTINUITY CAPACITY
Our services-focused approach Managed Services Where you stand Running the business Changing the business Reactive Proactive Optimization Creating Business Value Support & Managed Services Professional Services
Our services-focused approach Managed Services Offering Running the business Support Services Incident Reactive Change Monitoring Services Proactive Optimization Services Customised Service Account Management Network Operating Center Services Optimization Architects Changing the business Transformation Services Business Value Professional Services Support & Managed Services Professional Services
The dedicated NextiraOne team is your extended enterprise Managed Services TECHNICAL OPTIMIZATION MONITORING INCIDENT MANAGEMENT Dedicated Customer Services Center Dedicated Service Account Manager Dedicated Optimization Architect
Managed Services From reaction to monitoring consolidated report How many technologies? Vendors? Number of incident management? For one site? For more? Abroad? End to End users satisfaction? Impact on your business? Improvement plan? Next steps? Audit: network assessment discovery Professional services Service Level Management
Service Account Manager Proactive contract governance Managed Services Deliver Transition management Quality Plan Activity report Contract committees Escalation point (SPOC) Partner management Scope management Asset management Service Improvement Plan
Managed Services From monitoring to prediction, plan and act Do you measure and analyse your information? Business vision of your infrastructure? How to evolve your infrastructure? Next action on your Network? Right resources, moment? Plan your budget? Optimization Architect
Optimization Architect Accountable for customer s solution Managed Services Deliver Capacity planning (voice) Change Manager Availability Management Configuration Management Router QoS Capacity Management Release Management Performance Monitoring analyse Technical Improvement Plan Network Yearly Average availability 24H : 99,367% Unavailability duration : 0 day(s) 04:42:31 Average availability between 8H 19H : 99,333%
Managed Services NOC Service Model Fault Monitoring Performance Monitoring Proactive Remote Backup Accounting Asset Management Conciergerie
Our Managed Services on Cisco technologies Managed Services Collaboration Borderless Networks Data Center Security Telepresence Incident mgt Change mgt Service mgt Monitoring mgt Performance Performance Monitoring Monitoring Accounting Conciergerie Optimization mgt
Our private cloud for delivering Managed Services Organization Customer Standby Master NOC front-end in each country NOC crisis room Portugal NOC crisis room
Organization NOC facts +1 500 customers +3 000 services 24/7 +50 dedicated people
Organization NextiraOne s NOC Security policies Secure Remote Access Secure Customer Data Strong Password Policy Workstation Integrity Anti replay system (VM) Real Time Security Monitoring Self Monitoring Security Policy based on ISO 27001 best practices
Experience Managed services: what are we talking about? From Break & Fix to proactive mgt Do I need proactive mgt? Who will do that? My team? Outsourcing? Combining? Do I have the right resources at the right place?
Innovation Experience Expert Expert Expert Expert Expert Expert Other existing vendors
MANAGED SERVICES Our Managed Services approach Experience Service Account Manager Other existing vendors
Experience Proven Success - Michelin #1 Discovery & Transition 45,000 users, 27 countries, 109 PBX, 11 Vendors #2 Full range of Managed services 590 incidents, 924 MACD per year, 98% SLA achievement (100% SEV 1) #3 Transformation program Cisco network transformation, 41 sites, 8,500 users CIO : now we have the picture of our installed base and we can evaluate our budget and plan the future
Experience Proven Success - DHL #1 Discovery & Transition 270,000 users, 22 countries, 8,000 devices, 104 Vendors 70% #2 Full range of Managed services After 90 days: 19 countries, 2,000 monitored devices #3 Transformation program Cisco network transformation, reduce vendors CIO : With 8,000 devices, +104 vendors, we need a partner with global coverage multi-vendors competencies and a clear vision of our target
Experience Johnson & Johnson #1 Discovery & Transition 34,000 users, 7 countries, 859 PBX, 5 Vendors #2 Full range of Managed services 1,050 incidents, 13,400 MACD year, 98% SLA achievement (100% SEV 1) #3 Optimization program NextiraOne dedicated Optimization team at J&J HQ CIO : relying on NextiraOne highest competences has reduced our OPEX
Experience Legrand #1 Discovery & Transition 31,000 users, 65 countries, 250 sites, 1 Vendor Network&voice 100% #2 Full range of Managed services 5,200 incidents (with carriers & power outage), 3,850 MACD per year, 99% SLA achievement #3 Transformation program Cisco network transformation, to get into targeted architecture CIO : The benefit for us is to make sure we know where we stand and what we should do to get into targeted architecture
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