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.

Back to Service Delivery Approach.

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.

Back to Service Delivery Approach.

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.

Back to Service Delivery Approach.

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

Back to Service Delivery Approach.

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?

Back to Service Delivery Approach.

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.

Back to Service Delivery Approach.

Service Packages Scheme