Enterprise Data & Managed Services

Transcription

1 Enterprise Data & Managed Services 0 Flexible Brochure solutions for Cover dynamic Slogan businesses C

2 The Business Landscape The business landscape is changing so fast today that enterprises are forced to anticipate, react and evolve rapidly in order to ensure their continued survival. A reliable and scalable infrastructure allows enterprises not just to transform and compete effectively but to also realise productivity gains and cost savings along the way. NCS addresses the unique requirements of your enterprise by offering you time-tested solutions that are backed with our combination of niche expertise and leading edge technologies, delivered through a business model that best meets your requirements. Challenges What challenges are organisations facing today? How are they going to ensure their continued survival in these trying times? Drive IT Efficiency Clearly, the aim is to increase IT efficiency and yet drive capital and operational costs down, while striking a balance between cost effectiveness and the degree of IT quality of the organisation s network infrastructure. Businesses are relying more and more on their network for growth, productivity gains, improvement in efficiencies, and competitiveness. Besides maximising resources, the IT organisation is also looking at ways to implement green IT practices and business initiatives in their data centre environment. Excellent Customer Service Businesses must ensure system availability to avoid excessive customer wait time. This means low-latency networks have to be available at peak periods of transactional activities meeting high service availability on a 24x7 basis, via an always open IT environment. Time taken to recover from a system or network failure has to be reduced in order for the organisation to become more service-oriented. Within this aspect, organisations must also look at consolidation and integration of communications channels to customers and suppliers.

3 The Business Landscape Data Centre Hosting & Operations Managed Server & Storage Services Facilities Management On-site Disaster Recovery & Business Continuity Contact Centre & Service Desk Managed Network Services Software-as-a-Service (SaaS) Managed Security Services Managed Endpoint Services Managed Application Performance Services Tackle Evolving Security Risks & Threats No longer will antivirus programs at the desktop be sufficient to keep out malware and other forms of cyber-threats. Enterprises have to stay ahead of the technology curve with security solutions that can detect and respond to increasingly sophisticated attacks. They have to be able to safeguard their critical operations and strive to improve resilience in preparation for times of disaster and major disruption. More importantly, any disruption to business services will adversely affect an organisation s reputation, not to mention loss in the confidence of customers, suppliers and partners. Acquire Skilled Manpower Resources Organisations must maintain a multi-disciplined IT team to ensure that they are on top of their IT operations. Finding, keeping and grooming in-house experts who can be fully responsible for planning, implementing and maintaining the organisation s network infrastructure can be elusive, if not downright impossible. Even if there is such an in-house team, keeping abreast of technological developments is another tough challenge, in addition to continually ensuring there is sufficient effort to retain such talents. Adopt Industry Best Practices Adoption of industry best practices is increasingly important as organisations move towards leveraging IT to deal with external parties. One area is the adoption of ITIL to ensure quality IT operations. Striking a balance between cost effectiveness and degree of IT quality remains a concern for many enterprises. NCS complete suite of infrastructure management and solutions offers consultancy and round-theclock support for your enterprise s infrastructure development and operations. NCS gives you... Proven expertise and experience Certified skill sets to meet your infrastructure need, from networking, security and storage to business continuity and recovery. End-to-end total service offerings An end-to-end offering will give you peace of mind, reduced complexity, and single-source convenience. Quality facilities and operational excellence Well-managed facilities to handle the most mission-critical systems that require stringent service levels. Competitive offerings from best-of-breed technology partners Partnering with key technology partners to bring you the most effective and best-fit solutions and receive priority attention. 1

4 Data Centre Hosting & Operations Data Centre Hosting & Operations Today, enterprises are not just concerned about hosting and managing the storage of their expanding volumes of data. They are also concerned about the technology behind such storage management, the associated costs, management issues, and technology refresh cycles. In an increasingly complex IT environment, data centres are expected to operate efficiently despite the use of various cost-containment strategies. Organisations are no longer influenced by the perception that more features means more cost commitments. Rather, they seek solutions that provide the best at manageable cost levels. By leveraging various technologies and processes, organisations can better protect information and applications, enhance data centre service levels, improve storage and server utilisation, manage physical and virtual environments, and drive down capital and operational costs.

5 Challenges Enterprises are constantly looking at ways to boost the efficiency of their data centres while keeping costs under control. Besides maximising resources, IT organisations are also looking at ways to implement green IT practices and business initiatives in their data centre environment. Typically, an organisation faces the following challenges: Driving capital and operational costs down in building and maintaining a resilient data centre infrastructure Meeting high service availability 24x7 always open IT environment Maintaining a multi-discipline IT team to ensure optimised IT operations Adoption of industry best practices such as ITIL to ensure quality IT operations Disaster recovery plans for business continuity While these issues seem obvious, organisations face difficulty in finding the right expertise to ensure that they are properly addressed. Working with vendors who have vast experiences in managing and hosting data centres is one way to solve these troubles. Our Solutions NCS provides one-stop, round-the-clock data centre solutions where enterprises can choose the environment they need. Partnering with our technology providers, we provide a multi-platform, multi-vendor offering of open systems, reliable monitoring tools and value-added services. NCS Data Centre (DC) provides the physical environment necessary to keep your servers running 24 hours a day, 7 days a week. Our facilities are custom designed with raised floors, standards-based data centre environment setup and monitoring system. We offer the widest range of physical security features, including state-of-the-art smoke detection, fire suppression systems, motion sensors, 24x7 secured access, surveillance cameras and security breach alarms. Data Centre and Hosting Managed data centre operations and facilities Management of open systems and mainframes Server hosting (co-location & dedicated) Backup, Recovery and Media Management Batch Management Systems, Database, Middleware and Network administration Broadband connectivity Our Data Centre Certifications ISO/IEC standards for IT Service Management ISO/IEC 27001:2005 standards for Information Security Management System SS507 standards for Business Continuity / Disaster Recovery service providers Benefits One-stop, end-to-end hosting services Round-the-clock support to ensure business continuity Industry-certified best practices and methodology Peace of mind with assurance of minimal downtime Data Centre Hosting & Operations 3

6 Managed Server & Storage Services Managed Server & Storage Services Organisations recognise the need to store information intelligently, and the importance of having efficient backup, recovery and archiving solutions so that they can manage their information infrastructures better, while at the same time drive costs down. When the organisation s information requirements grow, proliferation of server types and operating systems is inevitable and the locations of on-site and off-site servers supporting a data centre tend to increase, making remote server management and in tandem, storage management a necessity. Challenges Exploding growth in data storage Increased complexity in managing different tiers of storage Increase in storage management costs Proliferation of server types and operating systems Increase in the number of on-site and off-site server locations

7 Our Solutions NCS Managed Server Services are supported by our round-the-clock Enterprise Management Centre (EMC). With Best-of-Breed Fault & Performance monitoring tools, rest assured that your critical applications are managed professionally in a secured environment. Fault and performance monitoring Server configuration management File and print service management Server cluster management Hardware vendor management 24x7 certified system engineer support Established patch management process Established anti-virus update process Web-based reports for easy access Our Managed Storage Services include management and support services for an enterprise s storage infrastructure. We ensure availability and optimise performance of the storage systems through proactive support services. Monitoring event data collection, notification and review with support vendor, monitoring of storage utilisation, 24x7 monitoring and escalation (enterprise level storage subsystems only) Operational and Configuration Management Event handling and fault resolution, plan and coordinate hardware and software maintenance with service provider, maintain up-to-date system configuration documentation Providing monthly fault statistics Providing monthly storage utilisation Managed data replication service for added protection Managed Server & Storage Services UNIX WINDOWS MAINFRAME lan Standard FC I/O Module Primary Controller Optional FC I/O Module Optional Controller Module Active Fabric Standby Fabric Standard FC I/O Module Primary Controller Optional FC I/O Module Optional Controller Module Standard FC I/O Module Primary Controller Optional FC I/O Module Optional Controller Module WAN REMOTE COPY RAID RAID ENTERPRISE STORAGE NCS Managed Storage Services 5

8 Disaster Recovery & Business Continuity Disaster Recovery & Business Continuity Businesses today are highly dependent on IT systems and many of the critical success factors service, reliability, accuracy, responsiveness hinge on consistent performance of IT functions. It is necessary for companies to embark on disaster recovery (DR) planning and set a comprehensive Business Continuity framework to ensure the organisation s readiness in times of crisis. Challenges All businesses must be able to safeguard their critical operations and strive to improve resilience in preparation for times of unexpected disasters and major disruptions. Besides direct impact on revenue loss or cash flow problems, companies have to deal with loss of data, assets and productivity. Service reputation may also suffer which in turn affects the confidence level of customers, suppliers and partners. Our Solutions Business Continuity Management Business Continuity Management (BCM) is a holistic management process of identifying potential incidents that threaten an organisation and the development of plans to respond to such incidents. Risk Analysis & Review Business Impact Analysis Programme Management BCM Framework Strategy BC Plan Test & Exercise

9 Business Continuity Services NCS is able to provide end-to-end business continuity management services supported by round-the-clock recovery centres and a team of experienced IT professionals. Consultancy and Business Continuity Planning for BCM Certification Disaster Recovery / Business Continuity Training Courses IT Disaster Recovery Planning & Project Management Off-site Storage Business continuity services Warm and Hot Site Recovery Office Space and Facilities Services for Operational Continuity Disaster Notification Service imobicon Disaster Recovery & Business Continuity imobicon imobicon is Asia-Pacific s first innovative mobile business continuity office, a portable business continuity office housed within a standard stackable shipping container. Key Features of imobicon Contains workstations for up to 10 persons Equipped with its own mobile toilet and diesel generator Mobile, as it can be mounted on a trailer and moved anywhere according to your organisation s business continuity plan Connected to the internet via a wireless link and is able to tap onto Wi-Fi networks Equipped with state-of-the-art physical and network security features and monitoring tools Uses of imobicon In the event of a pandemic outbreak, businesses can relocate their staff into these self-contained offices, which will minimise the spread of the virus In the event of wide-area disruptions, business continuity facilities can be transported to your desired location In flood-prone areas, imobicon can be stacked up Accreditations Certified Business Continuity Professionals by Disaster Recovery Institute International (DRII) USA and Business Continuity Institute (BCI) UK Certified BC/DR Service Provider (SS507) by Infocomm Development Authority of Singapore (IDA) Certified BCP Trainer by Disaster Recovery Institute International (DRII) USA Member of SPRING Singapore BCM Certification Committee 7

10 Managed Network Services Managed Network Services The network today is becoming more feature-rich, offers even higher bandwidth with improved security, and of course more affordable as acquisition costs come down. All-in-one network devices are becoming popular, and given their modular construction, they often allow rapid upgrading via software or hardware extensions. Cost Effective Global Service CORPORATE HEADQUARTERS SITE VPN CUSTOMER WAN NETWORK LOAD BALANCER SWITCHES router router switches APs APs MANAGED LAN SERVICE MANAGED WAN SERVICE MANAGED LAN SERVICE

11 Challenges In-house IT network operation team faces the challenges of managing complex and ever changing network requirements. And at the same time, organisations struggle to keep trained network engineers and hope to reduce manpower attrition to the minimum. On top of these challenges, businesses are increasingly depending on the network for their growth, productivity, efficiency and competitiveness. Improvement on service quality of IT operations is measured against organisational productivity and efficiency. Our Solutions NCS Managed Network Services provide a comprehensive suite of solutions to monitor your IT infrastructure based on a service delivery framework that adheres to a set of processes for speedy network fault detection and performance monitoring. Managed LAN Service Managed WAN Service Traffic Analysis Service Managed LAN Service provides proactive fault and performance monitoring and management solution. Provide in-depth visibility of equipment deployed within LAN such as router, switch and wireless LAN devices. WAN Management Service provides monitoring and management of the WAN devices and WAN service providers across the borders. Traffic Analysis service is based on the Netflow/RMON2 network traffic data. Gain expert analysis reports and executive recommendations on Fault and Performance of WAN. Managed Network Services Service Offerings Centralised fault and performance monitoring of the customer network infrastructure Fault monitoring provides proactive fault alerting, identification and isolation for faster response and fault resolution. The performance monitoring offers real-time and historical information on device resource utilisation and performance. While assisting in future capacity planning, it also identifies areas of the infrastructure with performance issues. Round-the-clock monitoring and management of all incidents Govern incident management process aligned to ISO standard. The incident management encompasses logging of the incident to the incident logging system. It also includes escalation of the incident (to higher level support project team, domain experts and customer / NCS management) together with incident tracking until it is resolved and closed. Day-to-day operation of the network, change and configuration management. Experienced engineers will be working on the complex trouble-shooting, resolution and recommendation of network incidents and problems; and complex configuration of network. Consultation Consultancy for customer IT infrastructure to meet new requirements or further improvements on existing IT infrastructure in terms of resiliency, security and performance. Reporting Customer will have web-based access to view the fault and performance status of the network. Network Operation and Administration 9

12 Managed Security Services Managed Security Services Corporate networks and systems are becoming more complex as organisations integrate new modes of communication into their business operations and open up their corporate network to vendors and customers. MANAGE CYBER RESPONSE ASSESS CONVERGENCE TRIAD PHYSICAL BUSINESS MONITOR DEFENCE Managed Security Services Approach

13 Challenges Given the complex matrix of threats, organisations face many challenges when it comes to ensuring the security of their IT infrastructure. These include: The need for sophisticated protection Enterprises have to stay ahead of the technology curve with security solutions that can detect and respond to increasingly sophisticated attacks. The need for skilled security resources Implementing and managing a comprehensive network security solution requires considerable expertise and specialised skills which have to be constantly updated. The need for real-time monitoring Maintaining in-house capabilities for real-time monitoring and response puts a huge strain on the enterprise in terms of the manpower resources and equipment needed. Our Solutions Security Information and Event Management (SIEM) Monitoring We provide comprehensive real-time monitoring of both the physical and IT infrastructure and round-the-clock response to any security breaches that may occur. Insider Threat Monitoring The Insider Threat Monitoring service uses a multi-tiered approach to identify high-value targets and keep track of the activities of different groups of users in order to identify, monitor and respond to different levels of insider threats. Process System Control/SCADA Monitoring SCADA (Supervisory Control and Data Acquisition) Monitoring integrates and centralises security information from all plausible points of entry within the process control network. The information is then correlated to detect, identify and provide alerts on cyber attacks, enabling system owners to come up with a timely response. systems. Rapid Threat Containment This service provides a rapid response to a security incident by locating it, analysing its impact and quarantining the affected network node. This dramatically reduces the downstream impact on the customer environment. IT Governance Services Our IT Audit/Technical Review services provide you with a clearer picture of your organisation s security policies, procedures and systems, and how effective they are in countering security threats. Under our IT Governance and Training services, our infosecurity consultants will examine the security posture of your organisation, provide recommendations for areas of improvement, and help bring your in-house staff up to speed in addressing security concerns and challenges. IT Governance & Compliance Monitoring The IT Governance Monitoring service provides a system for implementing, assessing and monitoring internal controls to ensure that the IT Governance framework is adhered to. Areas covered include access control changes, administrative activity, log-in monitoring, as well as change and risk management. The Compliance Monitoring service provides intelligent collection, correlation and reporting of security events in the context of respective compliance requirements such as the Sarbanes- Oxley Act, Health Insurance Portability and Accountability Act (HIPAA) and the Payment Card Industry s (PCI) data security standards. Benefits Cost-effective security Access to proven expertise Access to best-of-breed solutions Access to best practices Real-time monitoring of IT infrastructure Proactive approach to countering threats Managed Security Services Security Device Management The Security Device Management service covers on-site deployment and management of security devices and solutions such as firewalls, intrusion prevention systems (IPS), unified threat management (UTM) appliances, network intrusion detection systems (NIDS) and patch management 11

14 Managed Application Performance Services Managed Application Performance Services Nearly all business transactions rely on an increasingly complex IT infrastructure for their execution. However, managing the underlying infrastructure from a browser or handheld device spanning firewalls, networks, servers, middleware, applications, and databases has added an additional layer of complexity, cost, and risk to business and IT management. Challenges Complex Infrastructure Underlying business transactions may involve many applications residing in various servers across different network. Pin-pointing the exact source of failure that causes a business transaction to fail puts a huge strain on the enterprise in terms of time and manpower resources. Delivering a Seamless End-User Experience Availability and efficiency of individual components may not directly reflect end-user experience. Components in a huge and complex infrastructure are inter-related and every configuration made to a single component causes an impact to the response of the whole business transaction. Recovery Time Time taken to recover failure and slowness in business transactions become increasingly important as organisations seek to be more service-oriented. Enterprises have to detect failure fast and ensure responsiveness of business transactions.

15 END USERS WAN ACCELERATOR WAN Acceleration Increasing WAN response time without the need to increase costly WAN connection. PROBE WAN ACCELERATOR ROBOT WAN Synthetic Transaction Monitoring Ensure availability and responsiveness of critical transactions APPLICATION SERVERS Real Transaction Monitoring Measures and quantifies end user experience for Service Level Agreement headquarters Managed Application Performance Services Our Solutions Our Managed Application Performance Services encompass of three areas: End-To-End Application Performance Monitoring based on Synthetic Transactions Critical transactions are recorded and scheduled to run at regular intervals to measure response time and availability. This helps to detect and rectify any error and slowness of critical transactions. End-To-End Application Performance Monitoring based on Real Transactions Information of every transaction done is collected and monitored. When error or slowness occurs, root cause of the problem can be pinpointed and rectified immediately to maintain quality of service and experience. WAN Application Acceleration Data is stored at both ends of the network to reduce the amount of information needed to be transmitted across the network and hence reducing application response time. 13

16 Managed Endpoint Services Managed Endpoint Services With NCS Managed Endpoint Services, you can regain control of your Endpoints and operate your business in a trusted environment leveraging on our global management infrastructure that delivers: A highly secure, reliable and predictable Endpoint infrastructure with real-time visibility and control A new focus on strategic issues such as security breaches, lost productivity and compliance HEADQUARTERS A scalable architecture that is a complete blueprint which grows with your business Predictive-IT Enforce your corporate IT policies and standards on all your endpoints regardless of locations REMOTE OFFICES Protective-IT Protects and remediates your travelling users anywhere in the world, without requiring complex network configurations travelling USERS Relay Productive-IT High performance yet lightweight management agent frees up valuable resources for end-users for increased productivity Global Relay Progressive-IT Keep pace with the growth in your user base by adopting a scalable and adaptable endpoint management infrastructure a Global Management Infrastructure that delivers Pervasive-IT Achieve real-time visibility into your endpoint infrastructure with new levels of manageability and insights on optimising your IT investments

17 Client Support Services One Stop Service Desk Reduce your ICT support interfaces to just a One-stop Service Desk, that provides troubleshooting, escalation and resolution services over phone and . Remote Support Services Improves the productivity and decrease downtime of your workforce by supporting them through the use of an enterprise-class, secured and appliance-based remote support solution. Deskside Services Have direct access to on-demand Deskside Services for all your IMAC needs, supported by a team of professional IT support engineers. Asset and Application Management Asset Inventory Management Continuous, autonomous and accurate inventory of ICT assets to optimise cost management and ROI. Manage your complex ICT environment through a single source for real-time visibility. Software Distribution Management Efficiency in having your applications electronically delivered to the Endpoints with policy-based distribution rules customised to the distribution targets. Patch Management Increase the resiliency of your ICT environment with automatic security patch requirements assessment and timely deployment. Software Usage Management Monitor software usage with pattern trends reporting for licence cost optimisation and contractual compliance. Real-Time Endpoint Security Anti-Virus Management Streamline and improve manageability of third-party anti-virus and anti-spyware installations with using a single console infrastructure. Apply closed-loop verification of updates on all Endpoints. Anti-Malware Engine Transform to an integrated proactive defense against malicious virus, worms and spyware attacks using industry leading anti-malware engine with real-time visibility and control. Personal Firewall Enhance personal protection with differentiated access policies based on Endpoint s security posture that is location-aware. Policies remain in force regardless of network connectivity for continuous protection. Endpoint Access Control Assurance that only Endpoints conforming to the corporate access policies are allowed connection with an always-on self-assessment and enforcement infrastructure. Device and Content Encryption Complete your protection with full disk device encryption together with files and folders content encryption for your data at-rest and in-motion, using a comprehensive and auditable encryption protection technology. Managed Endpoint Services Enterprise Configuration Management Security Compliance Management Achieve compliance with a comprehensive set of technical controls and best practices for detecting and enforcing organisational policies on your ICT environment. Vulnerability Management Proactive real-time assessment and remediation of the ICT environment for possible security vulnerability or configuration issues even before they become problems. Power Management Support the Go-Green movement with real-time monitoring and reporting of power consumption and the enforcement of power-off policies in your ICT environment. Bare Metal Provisioning Gain the ability of rapid provisioning with automated deployment and redeployment of OS and applications to bare metal machines. 15

18 Software-as-a-Service Software-as-a-Service (SaaS) Designed to respond to a rapidly changing marketplace and a highly dispersed workforce, Software-as-a-Service (SaaS) model has emerged as new alternative to the traditional on-premise software and systems. The use of SaaS-based applications has grown dramatically in recent years and this rapid acceptance is fuelled by lower cost of ownership and reduction in technical resources to implement and support an application. In short, SaaS allows an organisation to get up to speed with a modest initial investment and yet enjoys the benefits of costlier installations. Challenges Traditionally, IT systems and applications take too much time and resources to deploy and maintain. At the same time, employees are increasingly mobile and on-themove. While they are still required to access the corporate network and to communicate with peers, their mobility will raise a new set of security challenges to the IT department, apart from network and asset management and tracking.

19 Our Solutions Messaging & Collaboration (M&C) Messaging & Collaboration (M&C) is a suite of messaging management solutions catered to Government, Enterprise and SMEs. M&C provides a wide range of on-demand services which include messaging, gateway, resilient and collaboration. NCS Google Service In partnership with Google, NCS offers endto-end consultancy, customisation, application setup, migration and integration for Google Apps Collaborations tools. Google helps enterprises harness the power of information through universal search, web-based messaging and collaboration, security and archiving solutions and mapping tools. Managed Messaging Facility Management Managed messaging service eliminates the hassle of installing, upgrading and supporting an in-house messaging system. Leverage on NCS pool of messaging professionals to manage your dayto-day messaging operations like database management, backup and recovery of data, and systems management. Application Setup and Provisioning Creation of Google user accounts. Google Apps initial setup and configurations. Integrations Single Sign On integrations to LDAP/AD Existing application and infrastructure integrations. Migrations Data migration from existing system to Google Apps. Migration strategy to minimise impact and downtime. Solution Services Implement messaging and collaboration solutions to enhance your company s communications, such as Microsoft Exchange, IBM Lotus Domino and the SunOne platform. Our diverse range of solutions includes remote access, integration with wireless mobile equipment such as PDAs, instant messaging, fax-to , -to-fax, SMS and more. Customization Creations of custom applications for use with Google Apps Environment. Consultation Best Practices for transition to Google Apps, training and project management. Managed Services On-site / Off-site technical support. Hosting Services, Call Centre support. Google Search Appliance Planning, Implementation and configuration of GSA. On-site / Off-site technical support. Unified Communications (UC) Together with our partners, NCS brings Unified Communications technologies to businesses through Audio and Video Conferencing, Data Collaboration, Presence and contact information, instant messaging, VoIP, IPTV and Video-On-Demand streaming. UC provides a bridge between traditional communications and computing, thus streamlining your business processes and enhancing human communications, reducing latency, managing flows, and eliminating device and media dependencies which will facilitates on-the-go, always-available style of communication to improve business outcome, reduce cost and reduce impact to the environment. 17 Software-as-a-Service (SaaS)

20 Contact Centre & Service Desk Contact Centre & Service Desk Excellent Customer Service With pressing demands and increasing expectations on service levels, many organisations are looking at integration and consolidation of various interaction tools to connect to their customers. Besides ensuring that the contact centres provide excellent customer service, enterprises are looking at ways to run the call centres more efficiently through use of new technologies and automation tools. Challenges Efficient contact centres that also meet customer expectations is a challenge that many enterprises face. Making sure that every call is handled with a high service level and within the shortest time requires a balanced resource management of technology and skilled manpower. Very often, enterprises face great pressures in trying to exceed service expectations, while at the same time, controlling incremental operating expenses in running an efficient contact centre or service desk. Escalating demands for excellent customer service Ensuring availability to avoid excessive customer wait time Nurturing and retaining skilled customer service associates Optimising contact centre operations while lowering operating costs Consolidation and integration of communication channels to customers

21 Our Solutions As your outsourcing partner, NCS offers a comprehensive, end-to-end suite of contact centre services from the most basic call centre management, to Service Desk operations and complex call centre environment with blended and multimedia functionality. NCS has been successfully providing high quality Service Desk services for organisations with complex and dynamic environments. NCS is the first to be certified in ISO20000 in Singapore. Our procedures, which leverage on the best practices on standards in ISO and Customer Operations Performance Centre (COPC) have enabled us to provide comprehensive and quality services to our customers. NCS offers the following services: Customer Relationship Management (CRM) Consulting Services Contact Centre and Service Desk Outsourcing Services Systems Integration and Implementation Services CRM/Contact Centre System Integration and Implementation Services, including: Front Office Application Interaction Channels IP Telephony Self-services Kiosk/Intelligent Voice Recognition System Workforce Management System Staff Performance/Quality Monitoring System Middleware Integration to Backend Systems (Enterprise Application Integration) Business Intelligence Benefits Reach customers first-class customer service through prompt, professional call handling Reduce costs more efficient use of facilities to ensure better use of assets and greater cost control Raise revenue boost profitability by processing more calls with improved levels of service Redeploy staff improve staff productivity through the effective management of time and resources, making their jobs more rewarding Report management effective management of telephone operations due to concise, comprehensive data reporting Contact Centre & Service Desk 19

22 Facilities Management On-site Facilities Management On-site Outsourcing infrastructure management makes sense when the service provider is a knowledgeable, widely experienced one. At NCS, facilities management (FM) has always been a strategic part of our overall business, as we have the right expertise to manage not just local sites but branch offices of MNCs as well. While customers can make use of the IT facilities offered by NCS to have their infrastructure outsourced and managed, NCS can also manage their IT facilities and operations sited within their premises. Through our unique processes, NCS is able to offer its experienced and skilled expertise at the customers facilities to ensure continuous and seamless IT services. Challenges Organisations continuously look for ways to further contain their operational budgets in running their IT facilities and operations, especially when there is downturn in the economy. Besides costcutting, organisations also face the problem of high staff turnover due to attrition or the high demands expected of IT personnel. Apart from staff loss, organisations also need to keep up with dynamic technological advancement, thus adding even more pressure to CIOs and senior IT managers to maintain, if not improve, IT service levels and to remain up to date with industry practices.

23 Staff turnover and the inability to retain technical expertise have made many organisations relook at their core competence and to turn to specialist IT service providers for assistance in noncore areas, so that they can focus on the most important issues confronting them. In turning to these service providers, they hope to focus on their organisations vital assets and lay out governance policies to ensure service providers offer them the solutions they want. In short, they look for expertise to manage and transform their operational requirements to higher efficiency level. In allowing the service providers to be in their premises, organisations will have to adopt a partnership approach where clear roles and responsibilities will have to be established and an on-going review of the service performance are put in place. Our Solutions Through its proven transition methodology, FM On-site, NCS will provide a thorough process of understanding a customer s existing operational requirements, incorporating new services and meeting the service level agreement established. The endresult is a smooth handover of the services from the customer to NCS, with clearly documented services scope to ensure continuity and service quality. NCS provides Facilities Management (FM) On-site services to organisations that require the IT service provider to manage and operate their IT facilities and operations. These services may include the following: DC operations Operating the organisation s data centre (DC) by providing the right expertise required for the IT platform round the clock. Monitoring, administering and managing the servers and storage systems in the DC, leveraging on NCS s Enterprise Management Centre located in NCS Hub. Provision of secured VPN/Router connectivity solution for enterprises over the Internet. Network Operations Local Area Network NCS will manage the LAN infrastructure and provide on-site support. Wide Area Network Beyond the LAN, on-site support to the WAN is also available. In both situations, the remote Network Operations Centre (NOC) at NCS Hub can assist to strengthen the operational capability in being proactively alerted to network devices which are malfunctioning, require re-configuration or under external attacks. Desktop Operations and IT Support On-site support of the organisation s desktops which may span several locations. Support includes deployment of new desktops, patch management and asset management services. Benefits Customised solution based on user s requirements with clear deliverables Use of NCS IT Service Management practices to ensure establishment of consistent processes which are compliant with industry best practices such as ITIL Availability of skilled and experienced IT expertise from a reputable service provider who has more than 1500 staff deployed at various organisations through FM On-site service Accountability and management of end-to-end service level commitment. The service delivery approach proposed by NCS is geared towards an integrated solution encompassing different functional teams in delivering more efficiently end-to-end services to the customer 21 Facilities Management On-site

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