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What is Managed Services?


Many organizations have mastered the art of developing, operating, and maintaining their information systems in-house in an effort to gain a competitive advantage. They often engage in building custom solutions to meet specific business needs. And they employ dedicated teams of IT specialists who develop and operate complex information systems. But as technology has progressed, it has become more commoditized, which makes it possible for different organizations to possess increasingly similar capabilities. As a result, for many organizations, IT has become less of a competitive differentiator. At the same time, because of its pervasiveness, IT has only increased in its importance to the ongoing operations of the business.




Offerings of Managed Services


The commoditization of technology has led an increasing number of companies to offload the management of much of their IT to third-party service providers. These service providers often have the scale, methodologies, and processes, plus a pool of specialized capabilities, to deliver IT services at lower cost and often with comparable or even higher quality than an internal IT organization.

Managed Service offering accentuates the positive factors and mitigates the negative factors associated with the adoption of a managed service by leveraging among other things the following:


  • A one-stop, hassle-free Web-based portal for proactive content delivery of inventory management, event monitoring, trouble ticketing, and summary reporting tools

  • An automated, flexible, and cost-effective approach to delivering IT services

  • Full transparency and customer control through mutually agreed-upon security policies, service-level agreements (SLAs), and detailed reporting





Service Delivery Approach

Service Packages Scheme








Support Coverage


Our Managed Service support package covers the following areas:

End-user help desk / service desk support
  • Incident Management
  • Service Request Management
  • Knowledge Management
  • Desktop Management
  • User Relationship Management - Broadcast IT announcements and infrastructure outage notifications, update notifications up to outage resolution
  • Service Level Management
  • Problem Management
  • Problem Management
  • Problem Management
Provision for help desk software and desktop support utilities
Provision for ITIL processes implementation
Provision for server, network and storage support

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Service Delivery Approach


Manage Services offering follows a five-step implementation methodology that is easy to understand and serves as a roadmap to meet the helpdesk outsourcing timeline with confidence. As an industry best practice, this implementation approach will influence customer’s environment in the area of People, Process and Technology. The implementation methodology provides the guidelines to minimize the impact to these areas while ensuring you receive quality service and continuous improvement.




Define

Implement

Review

Maintain


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Phase 1: Identify


We begin by performing due diligence and fact finding with you to identify all the processes that the support services will affect. We partner with you to identify current strengths and weaknesses and areas for improvement in the current support structure. You share with us your expectations and we document them according to the categories of services to be provided. Business rules are identified that currently prioritize the daily workload. This is the most important phase of the project because planning, both strategic and short-term, is key to high ROI.


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Phase 2: Define


Next we work together to begin defining everyday call workflow processes and the needed resources to work within those processes. But first, defining service levels by categories of calls and severity impact to your environment must be documented. After defining your internal customer’s expectations, the project team designs the processes to meet those expectations. The processes will be aligned to ITIL best practices and First Data Corp will involve an ITIL expert resource to facilitate the alignment.


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Phase 2: Define


Next we work together to begin defining everyday call workflow processes and the needed resources to work within those processes. But first, defining service levels by categories of calls and severity impact to your environment must be documented. After defining your internal customer’s expectations, the project team designs the processes to meet those expectations. The processes will be aligned to ITIL best practices and First Data Corp will involve an ITIL expert resource to facilitate the alignment.


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Phase 3: Implement


The new support structure will be implemented by having all phases of support tasks, activities and training completed by the agreed upon start date.

There will be a period of transition before the full implementation of the new support structure and all preparatory work will be in a detailed Transition Plan. The approach for the transition plan should cover:

  • Completing any Due Diligence if required
  • Familiarization process
  • Any documentation required and how this is gathered
  • Take-on of existing resources
  • Exit management of the incumbent supplier

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Phase 4: Review


We will work with customer to evaluate the effectiveness and measure the efficiencies of the implemented support structure for the first thirty (30) and regularly thereafter. Surveys will be brought about to measure customer satisfaction with the new support structure. Questions that are typically asked include: Are customer SLA’s and expectations are being met and/or exceeded? Does the new support structure provide time-to-resolves that aid in the reduction of downtime?


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Phase 5: Maintain


During the lifetime of the partnership, our support team will work with customer to facilitate continuous improvement initiatives. You will be assigned a Service Delivery Manager. This individual is your single point of contact (SPOC) on a daily, weekly or monthly basis. Any issues, concerns or praises regarding our service can be addressed immediately with this individual. The Service Delivery Manager sets the meeting frequency with your team and reviews the reports generated for the service provided. The Service Delivery Manager advocates our Quality Assurance (QA) team, and all operational management engaged in a proactive effort to improve the customer service experience.


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Service Packages Scheme





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