Global Service Desk (GSD) IT Executive Learning Series

Size: px
Start display at page:

Download "Global Service Desk (GSD) IT Executive Learning Series"

Transcription

1 1 Global Service Desk (GSD) IT Executive Learning Series Tom Painter Director, Global IT Operations and Application Management and Computer / Telephone Integration (CTI) Services THIS PRESENTATION SUMMARY IS FOR INFORMATIONAL PURPOSES ONLY AND MAY CONTAIN TYPOGRAPHICAL ERRORS AND TECHNICAL INACCURACIES. STATEMENTS ARE THE OPINIONS OF THE PRESENTER(S) AND DO NOT NECESSARILY REFLECT THE VIEWS OF DELL. THE CONTENT IS PROVIDED AS IS, WITHOUT EXPRESS OR IMPLIED WARRANTIES OF ANY KIND Dell Inc. All rights reserved. Trademarks used in this text: Dell and the DELL logo are trademarks of Dell Inc. Other trademarks and trade names may be used in this document to refer to either the entities claiming the marks and names or their products. Dell Inc. disclaims any proprietary interest in trademarks and trade names other than its own.

2 Decentralized Regional Processes AP AMER Dell operated 6? Service Desk sites in 2 languages aiding 30,000 global employees in 4 distinct regions which functioned in isolation creating disparate processes, procedures, and tools EMEA and now JAPAN 3 Americas Service Desk Global Follow the Sun Support EMEA Service Desk Global Dell Site Locations APJ Service Desk Edmonton Toronto Roseburg Twin Falls Nashville Reno OKC Waco Austin/RR Mexico City El Salvador Panama Chile Ottawa Winston Salem Puerto Rico Colombia Ohio Argentina São Paulo Porto Alegre Sweden Finland Denmark Prague Norway Halle Frankfurt Poland Amsterdam Belgium Scotland Dublin Limerick Bracknell Paris Morocco Italy Geneva Athens Montpellier Madrid Delhi Chandigarh South Africa Bratislava Bangalore Guangzhou Chengdu Hyderabad Hang Zhou Shenzhen Penang Beijing Dalian Shanghai Kawasaki Miyazaki Xiamen Taiwan Philippines Hong Kong Kuala Lumpur Mohali Singapore Sydney 4

3 3 Americas Service Desk Global Follow the Sun Support EMEA Service Desk Service Desk Languages and Time Zones APJ Service Desk AMER English Spanish Portuguese French German/Slovakian Americas 13 X English Support. 3 X Portuguese & English Support Mandarin Thai Korean Japanese EMEA 2 x German, Slovakian & English (Bratislava) 1 x English Support (Limerick) 2 x French & English (Casablanca) India India 9 x English Support India (con t) APJ APJ (con t) 06:00 AM GMT 12:00 AM CDT 1 x English & Mandarin (Penang) 12 Hours Shift 12:00 PM GMT 06:00 AM CDT 06:00 PM GMT 5 12:00 PM CDT 1 x English Agent (Penang) 6 x English Agent (KL hours TBD) 2 x Mandarin Agents (Penang) 2 x Japan Agents (Kawasaki) 1 x Korea Agent (Dalian) - TBV 12:00 AM GMT 06:00 PM CDT 06:00 AM GMT 12:00 AM CDT Internally Supported Business Partners Americas 36,300 - Head Count Customer Base 81,350 - Head Count EMEA 18,700 - Head Count India 13,090 - Head Count APJ 13,260 - Head Count 143,600 Incidents Requested to IT per month 16% of Incidents generated through phone contact 61% of Incidents reported via Web Tool 23% of Incidents generated via automated monitoring Global Service Desk / Onsite Support 35,400 Incidents / Month Incidents handled by Other Support Groups 6

4 History 100K DAISY On-Line Web Self-Help and Trouble Ticket submission TT / Month 81k clients Increase in tickets due to monitoring tools 50K 30k clients Reduction in tickets Due to self-help TT / Month 10K Low Quality Customer Service/Service Levels Improved Quality Customer Service/Service Levels 60 HD Agents 500 : HD Agents 1500 : Service Desk Scope Remote User Support Prioritized phone support for Account Executives Support for all remote and traveling employees Remote Access Virtual Private Network (RAVPN) Temporary Quarantines to download required updates Wireless questions on campus, at home or traveling Support for 3500 Hand-Held device users Software Support Microsoft Suite Installation and configuration help for 700+ Dell applications Security Support Password resets (400+ automated resets per day) System compliance checks 4

5 5 Tools: Daisy Web Interface for clients to log support requests Provides global 24 x 7 online self service capability allowing customers to troubleshoot and resolve issues without the need contact the Service Desk Can be accessed through any Dell system in any Region EMEA DAISY supports language options more userfriendly Reduction in volume of calls to the Global Service Desk Route support requests directly to the correct Support Team for resolution 9 Daisy Intranet Access 10

6 6 Daisy Self Service Wizard (Americas) 11 Daisy Trouble Ticket Creation 12

7 7 Daisy Password Reset 13 Daisy Language Support 14

8 8 Tools: Misc Remedy Helpdesk Global tool for working and resolving incidents Integrated with Daisy and KCS Single repository for recording all incidents Knowledge Centered Support (KCS) Global tool open to all Dell I/T Support Groups Integrated with Remedy Self-service quick fixes available to Dell I/T Support Groups Chat Room Global communication mechanism for internal customers to enlist assistance from any Service Desk Analyst regardless of location Instant response when needed Allow Service Desk Analysts to resolve multiple incidents at any given time 15 Remote Assistance Web Interface for clients unable to access the Dell network information on how to connect alternative methods for connecting trouble-shooting common connectivity issues provides the necessary security downloads 16

9 9 Security Access Tools External (Courion) & Internal Automated Password Re-set Tools Complies with highest security complexity requirements Available in EMEA and AMERICAS (excluding India). Allows Clients to re-set their own passwords within minutes via the phone/web without having to log a Daisy Ticket. Authenticates details listed in HR database Future will include Global Password Reset Tool Extend to regions currently not supported (India, APJ) Allows global contractors and temps to utilize password reset tool Clients set their own profile for verification instead of the tool authenticating details against HR database Internal Automated Tool to Grant and Remove access to Remote Access / Virtual Private Network (RAVPN) Work Orders 17 Customer Experience (CE) Satisfaction Survey Customer Experience survey randomly distributed to 75% of clients after their support request has been closed. 25% of clients receiving survey respond Results used to drive process improvements within the Global Service Desk Survey Questions: 1. Do you feel you received a response to your issue within a reasonable amount of time? 2. Was the resolution of your issue complete and accurate? 3. Did the I/T Service Desk analyst understand your issue? 4. Was your issue resolved in a timely manner? 5. How would you rate the professionalism of the analyst who worked your issue. 6. Overall, how would rate your experience with the I/T Service Desk analyst. 18

10 Results: Customer Experience Metrics Customer Experience Metrics - % YES, Exceeded / Met Expectations 100% 90% % 70% 60% %Yes 50% 40% 30% 20% 10% 0% Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Month Calendar year 2005 Customer Experience (CE) goal was 80% meet or exceed Calendar year 2006, CE goal set to 85% (stretch goal of 90%) Current CE average = 85% met or exceeded customer s expectations 19 In the Beginning: Regional Processes APCC AMER EMEA JAPAN 20 10

11 11 Next Step: Process and System Integration APCC AMER Integrated EMEA In Progress JAPAN 21 Summary: Daisy has enabled % of Automated Service Requests: Supported Languages: Client to Analyst Ratio: % of Incidents Generated by Phone: Global Service Desk Locations: 2000 Xxxxx 0.0% : 1 Xxxx 100% Xxxxxxxx Xxxxx 61% : 1 Xxxxx 16% Xxxxxx 12 22

12 12 Questions & Answers Backup

13 13 More Next Steps Populate Knowledge Center Services (KCS) system Knowledge base application to be used across all support teams Improve Mobile Messaging Support Structure Improve SLA support for TREO s and Blackberry s Train global team and work escalations 25 Implemented Improvements Distribute Customer Satisfaction Surveys Streamlined Queue Management Subject Matter Experts for escalations Tickets categorized before assigning All tickets assigned within 8 clock hours Prioritized Queues (1 st ) Remotes, (2 nd ) Local Remotes, (3 rd ) All Others Formalized Level 1 New Hire Training Outline of key Accesses required Documented list of Applications and key knowledge requirements Knowledge Center Support (KCS) Level 2 s as trainers Monitor Automated Deployments System Management Software (SMS) Software / Patch deployment Require user validation of resolution prior to closure Updated Daisy Articles (self-service) 26

14 14 Organization Global Manager Manager, India Manager, AMER Team Lead, EMEA Manager, APJ 8 Bangalore 5 Chandigarh 11 Round Rock 3 Eldorado do Sul 2 Casablanca 1 Limerick 2 Bratislava 6 Kuala Lumpur 8 Penang 2 Dalian 4 Kawasaki 27 Strategic Roadmap EMF integration into the Global Service Desk (GSD) Completed GSD rollout to UK & Ireland French Business Unit (BU) Support GSD live GSD rollout to Remaining EMEA BU s Q4 FY05 Q1 FY06 Q2 FY06 Q3 FY06 Q4 FY06 Rollout of Automated Password Reset Tool to UK & Ireland Rollout of Automated Password Reset Tool to EMEA Q1 FY07 Q2 FY07 Q3 FY07 Q4 FY07 Completed Planned GLOBAL System Requirements Documented for system upgrade EMEA - German/Slovakian BU Support GSD, go-live Q2, FY07 Global Service Desk Malaysia (English) India Integration into GSD GLOBAL, FY07 - Automated Password Re-set Tool AP GSD Integration Japan GSD Integration 28

15 Mission Statement Recurrences Resolution & Customer Satisfaction Be the single point of contact to ensure a stable, secure, I/T environment for internal Dell employees. Provide a global, consistent, high level of service Conform to I/T Infrastructure Library (ITIL)-driven standards through Global follow-the-sun 24x7 support Utilize common policies and procedures Enable customers to resolve problems through online self-service tools Focus on exceptional Customer Experience Business Partner requirements Speed of response. 29 Results: Americas/EMEA Trouble Ticket SLA Americas/EMEA Daily Incident Resolution SLA Target - 80%of all Incidents resolved within SLA 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0 0% Jul 18 Jul 19 Jul 20 Jul 21 Avg 657 incidents closed daily Avg 84.74% incidents resolved within SLA Jul 24 Jul 25 Jul 26 Jul 27 Jul 28 Jul 31 Aug 1 Tickets Closed Aug 2 % SLA Aug 3 Aug 4 Aug 7 Aug 8 Aug 9 Aug 10 Aug 11 Aug 14 Aug 15 Sev 1 Urgent (Critical application down) Sev 2 High (Impacting large group; Critical app slow) Sev 3 Medium (Impacting small group) Sev 4 Low (Impact single client) Sev 5 Routine (Access request) 30 Sev 1 4 clock hours Sev 2 8 clock hours Sev working/business hours Sev 4-40 working/business hours Sev 5 80 working/business hours 15

16 Summary Post-Daisy implementation: 54 Level 1 Global Service Desk Analysts (SDA) support: Global phone and web support 24 x 7 English, Mandarin language option and web support M-F 8:00 am 5:00 pm (local time) support for French, German, Slovakian, Portuguese, Japanese, Spanish, and Korean language options 81,000+ customers / 35,400 Monthly support requests SDA : Customer = 1 : 1500 SDA : Trouble Ticket = 1 : Global Team Locations: AMERICAS: United States, Brazil EMEA: England, Ireland, Morocco, Slovakia INDIA: India (2 locations) APJ: Malaysia (2 locations), Japan, China Integration of Support Systems APJ: Migrate to a single incident logging and recording system 31 16

SunGard Best Practice Guide

SunGard Best Practice Guide SunGard Best Practice Guide What Number Should I Use? www.intercalleurope.com Information Hotline 0871 7000 170 +44 (0)1452 546742 conferencing@intercalleurope.com Reservations 0870 043 4167 +44 (0)1452

More information

Guide. Axis Webinar. User guide

Guide. Axis Webinar. User guide Guide Axis Webinar User guide Table of contents 1. Introduction 3 2. Preparations 3 2.1 Joining the visual part 3 2.2 Joining the conference call 3 2.3 Providing feedback and asking questions during a

More information

HP Priority Services - Overview

HP Priority Services - Overview HP Priority Services - Overview Premium enterprise-level global support for your entire Install base. May 2016 1 Overview Priority Services: Premium enterprise-level global support for your entire Install

More information

To contact Dell Technical Support electronically, you can access the following websites:

To contact Dell Technical Support electronically, you can access the following websites: Contact Numbers Contacting Dell To contact Dell electronically, you can access the following websites: : support.dell.com / support.euro.dell.com (Europe) For specific web addresses for your country, find

More information

Industry Service Line 9 ABeam Consulting has developed a proprietary network utilizing the strengths of being Asia based. We provide service that fits the local conditions to clients in every region and

More information

FortiCare Services Brochure

FortiCare Services Brochure www.fortinet.com FortiCare Services Brochure FortiCare Services Customer satisfaction and service: Fortinet's #1 priority FORTICARE PROFESSIONAL SERVICES P R O F E S S I O N A L FORTICARE PREMIUM SERVICES

More information

Guide. Axis Webinar User Guide

Guide. Axis Webinar User Guide Guide Axis Webinar User Guide Introduction Joining an Axis Webinar is a quick and easy way to gain additional knowledge about more than just new products, and technology. These webinars allow attendees

More information

Thomson Video Networks Contact Center Guide

Thomson Video Networks Contact Center Guide Thomson Video Networks Contact Center Guide THOMSON VIDEO NETWORKS 6, rue du clos courtel, 35510 CESSON-SEVIGNE France Tel +33 299 285 000 Fax : +33 299 285 001 www.thomson-networks.com THOMSON VIDEO NETWORKS

More information

Computing & Telecommunications Services Monthly Report March 2015

Computing & Telecommunications Services Monthly Report March 2015 March 215 Monthly Report Computing & Telecommunications Services Monthly Report March 215 CaTS Help Desk (937) 775-4827 1-888-775-4827 25 Library Annex helpdesk@wright.edu www.wright.edu/cats/ Last Modified

More information

HP Technology Services HP NonStop Server Support

HP Technology Services HP NonStop Server Support Reference guide HP Technology Services HP NonStop Server Support HP Global NonStop Solution Center (GNSC) Table of contents Global NonStop Solution Center... 2 Product support for HP NonStop and Neoview

More information

Global Network Access International Access Rates

Global Network Access International Access Rates Global Network Access International Access Rates We know that you need to communicate with your partners, colleagues and customers around the world. We make every effort to understand the difficulties

More information

Sybase Solutions for Healthcare Adapting to an Evolving Business and Regulatory Environment

Sybase Solutions for Healthcare Adapting to an Evolving Business and Regulatory Environment Sybase Solutions for Healthcare Adapting to an Evolving Business and Regulatory Environment OVERVIEW Sybase Solutions for Healthcare Adapting to an Evolving Business and Regulatory Environment Rising medical

More information

Logix5000 Clock Update Tool V2.00.36. 12/13/2005 Copyright 2005 Rockwell Automation Inc., All Rights Reserved. 1

Logix5000 Clock Update Tool V2.00.36. 12/13/2005 Copyright 2005 Rockwell Automation Inc., All Rights Reserved. 1 Logix5000 Clock Update Tool V2.00.36. 1 Overview Logix5000 Clock Update Tool 1. 1. What is is it? it? 2. 2. How will it it help me? 3. 3. How do do I I use it? it? 4. 4. When can I I get get it? it? 2

More information

Supermicro Global Hardware Maintenance Service & Support

Supermicro Global Hardware Maintenance Service & Support Supermicro Global Hardware Maintenance Service & Support Supermicro Global Hardware Enhanced Services provides the highest quality of help desk services and product support for your Supermicro solutions.

More information

2015 Top 100 Outsourcing Destinations. December 2014

2015 Top 100 Outsourcing Destinations. December 2014 2015 Top 100 Outsourcing Destinations December 2014 Tholons Top 100 Outsourcing Destinations 2015 The Tholons Top 100 Outsourcing Destinations reports, having been around since 2006, continues to be one

More information

COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS*

COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS* COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) 2 Fixed Rates Variable Rates FIXED RATES OF THE PAST 25 YEARS AVERAGE RESIDENTIAL MORTGAGE LENDING RATE - 5 YEAR* (Per cent) Year Jan Feb Mar Apr May Jun

More information

COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS*

COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) CHARTERED BANK ADMINISTERED INTEREST RATES - PRIME BUSINESS* COMPARISON OF FIXED & VARIABLE RATES (25 YEARS) 2 Fixed Rates Variable Rates FIXED RATES OF THE PAST 25 YEARS AVERAGE RESIDENTIAL MORTGAGE LENDING RATE - 5 YEAR* (Per cent) Year Jan Feb Mar Apr May Jun

More information

Global Real Estate Outlook

Global Real Estate Outlook Global Real Estate Outlook August 2014 The Hierarchy of Economic Performance, 2014-2015 China Indonesia India Poland South Korea Turkey Australia Mexico United Kingdom Sweden United States Canada South

More information

Connecting the Global Enterprise

Connecting the Global Enterprise Fujitsu Forum Munich 2013 Connecting the Global Enterprise Alan Davidson Director of Products, Services & Solutions, Fujitsu Telecommunications Europe 0 FUJITSU LIMITED 2013 The Network Services Market

More information

Table 1: TSQM Version 1.4 Available Translations

Table 1: TSQM Version 1.4 Available Translations Quintiles, Inc. 1 Tables 1, 2, & 3 below list the existing and available translations for the TSQM v1.4, TSQM vii, TSQM v9. If Quintiles does not have a translation that your Company needs, the Company

More information

Appendix 1: Full Country Rankings

Appendix 1: Full Country Rankings Appendix 1: Full Country Rankings Below please find the complete rankings of all 75 markets considered in the analysis. Rankings are broken into overall rankings and subsector rankings. Overall Renewable

More information

Cisco Blended Agent: Bringing Call Blending Capability to Your Enterprise

Cisco Blended Agent: Bringing Call Blending Capability to Your Enterprise DATA SHEET Cisco Blended Agent: Bringing Call Blending Capability to Your Enterprise Cisco ICM software has traditionally enabled companies to distribute inbound service volume to a variety of termination

More information

Empower Your Law Firm with Your Next Phone System

Empower Your Law Firm with Your Next Phone System Empower Your Law Firm with Your Next Phone System BROCHURE CISCO SMB CLASS SOLUTIONS Law Firm Boosts Client Service and its Bottom Line Hahn & Hessen, LLP, a New York City law firm, is using a Cisco IP

More information

Cisco Conference Connection

Cisco Conference Connection Data Sheet Cisco Conference Connection Cisco IP Communications a comprehensive system of powerful, enterprise-class solutions including IP telephony, unified communications, IP video/audio conferencing,

More information

Configuring DHCP for ShoreTel IP Phones

Configuring DHCP for ShoreTel IP Phones Configuring DHCP for ShoreTel IP Phones Network Requirements and Preparation 3 Configuring DHCP for ShoreTel IP Phones The ShoreTel server provides the latest application software and configuration information

More information

24x7 Help Desk Services Questions & Answers for RFP 40016_21030705

24x7 Help Desk Services Questions & Answers for RFP 40016_21030705 24x7 Help Desk Services Questions & Answers for RFP 40016_21030705 1. What % of the call volume that was listed in the RFP was related to LMS (BB and Moodle) support? See Table 5 2. What is the number

More information

Enterprise Mobility Suite (EMS) Overview

Enterprise Mobility Suite (EMS) Overview Enterprise Mobility Suite (EMS) Overview Industry trends driving IT pressures Devices Apps Big data Cloud 52% of information workers across 17 countries report using 3+ devices for work Enable my employees

More information

Contact Centers Worldwide

Contact Centers Worldwide A Contact Centers Worldwide Country Tel.no. Supported lang. Contact Center Albania Algeria 852 665 00 +46 10 71 66160 Angola 89900 +34 91 339 2121 (Port) and Portuguese +34 913394044 +34 913394023 (Por)

More information

NOMADIX, INC Nomadix Premium Support Policy

NOMADIX, INC Nomadix Premium Support Policy This End User Support Policy ( Policy ) sets forth the terms under which Nomadix, Inc., ( Nomadix ) upon Customer s payment of applicable fees and successful installation, will provide technical support

More information

Stanford / MIT Benchmarking IT Help Desk

Stanford / MIT Benchmarking IT Help Desk Stanford / MIT Benchmarking IT Help Desk Final Presentation November 13, 2002 Agenda Project Goals Help Desk Benchmarking Goals & benchmark metrics Initial data comparisons Findings & hypotheses Quick

More information

AT&T Global Network Client for Windows Product Support Matrix January 29, 2015

AT&T Global Network Client for Windows Product Support Matrix January 29, 2015 AT&T Global Network Client for Windows Product Support Matrix January 29, 2015 Product Support Matrix Following is the Product Support Matrix for the AT&T Global Network Client. See the AT&T Global Network

More information

Agilent Mobile WiMAX R&D Test Set Solutions: Software and Technical Support Contract

Agilent Mobile WiMAX R&D Test Set Solutions: Software and Technical Support Contract Agilent Mobile WiMAX R&D Test Set Solutions: Software and Technical Support Contract Product Overview Maximize the potential of the E6651A Mobile WiMAX test set and related software with the latest software

More information

2014 Tholons Top 100 Outsourcing Destinations: Rankings. December 2013

2014 Tholons Top 100 Outsourcing Destinations: Rankings. December 2013 2014 Tholons Top 100 Outsourcing Destinations: Rankings December 2013 Tholons Top 100 Outsourcing Destinations Since its inception in 2006, the Tholons Top 100 Outsourcing Destinations report has been

More information

It looks like your regular telephone.

It looks like your regular telephone. It looks like your regular telephone. But it s a lot better. CISCO PHONE SYSTEM SOLUTIONS FOR SMALL AND MEDIUM BUSINESSES Between the increased productivity and administrative savings we ve experienced,

More information

AVANTGARD Hosting and Managed Services

AVANTGARD Hosting and Managed Services AVANTGARD Hosting and Managed Services AVANTGARD HOSTING AND MANAGED SERVICES SunGard meets its customers diverse set of requirements by not only bringing to market scalable, flexible, and industry leading

More information

CISCO METRO ETHERNET SERVICES AND SUPPORT

CISCO METRO ETHERNET SERVICES AND SUPPORT SERVICES OVERIVEW CISCO METRO ETHERNET SERVICES AND SUPPORT In the ever-changing communications market, incumbent service providers are looking for ways to grow revenue. One method is to deploy service

More information

SuccessFactors Employee Central: Cloud Core HR Introduction, Overview, and Roadmap Update Joachim Foerderer, SAP AG

SuccessFactors Employee Central: Cloud Core HR Introduction, Overview, and Roadmap Update Joachim Foerderer, SAP AG Orange County Convention Center Orlando, Florida June 3-5, 2014 SuccessFactors Employee Central: Cloud Core HR Introduction, Overview, and Roadmap Update Joachim Foerderer, SAP AG SESSION CODE: 1812 Cloud

More information

The face of consistent global performance

The face of consistent global performance Building safety & security global simplified accounts The face of consistent global performance Delivering enterprise-wide safety and security solutions. With more than 500 offices worldwide Johnson Controls

More information

Cisco Secure Access Control Server Solution Engine

Cisco Secure Access Control Server Solution Engine Data Sheet Cisco Secure Access Control Server Solution Engine The Cisco Secure Access Control Server (ACS) provides a comprehensive identity networking solution and secure user experience for Cisco intelligent

More information

Tble Home Team Visiting Team Home Team Visiting Team Home Team Visiting Team. Open Qualification Group A. 1st Round 2nd Round 3rd Round

Tble Home Team Visiting Team Home Team Visiting Team Home Team Visiting Team. Open Qualification Group A. 1st Round 2nd Round 3rd Round Open Qualification Group A 14th WORLD BRIDGE GAMES OPEN SERIES Group A 1 Netherlands Mexico Chile Netherlands Netherlands Denmark 2 Saudi Arabia Bosnia & Hrzna Switzerland Jordan Spain Germany 3 Korea

More information

Cisco Phone Systems Telemarketing Script Cold Call

Cisco Phone Systems Telemarketing Script Cold Call Cisco Phone Systems Telemarketing Script Cold Call 1. Locate Contact: Name listed Owner General Manager / Office Manager Chief BDM (Business Decision Maker) Note: Avoid talking to IT since this is not

More information

Region Country AT&T Direct Access Code(s) HelpLine Number. Telstra: 1 800 881 011 Optus: 1 800 551 155

Region Country AT&T Direct Access Code(s) HelpLine Number. Telstra: 1 800 881 011 Optus: 1 800 551 155 Mondelēz International HelpLine Numbers March 22, 2013 There are many ways to report a concern or suspected misconduct, including discussing it with your supervisor, your supervisor s supervisor, another

More information

Cisco IT Data Center and Operations Control Center Tour

Cisco IT Data Center and Operations Control Center Tour Cisco IT Data Center and Operations Control Center Tour Inside the Build Room Page 1 of 8 5. Inside the Build Room Introduction Figure 1. Inside the Build Room Ian: The purpose of the Build room is for

More information

Microsoft Dynamics CRM Online. Pricing & Licensing. Frequently Asked Questions

Microsoft Dynamics CRM Online. Pricing & Licensing. Frequently Asked Questions Microsoft Dynamics CRM Online Pricing & Licensing Frequently Asked Questions A frequently asked questions (FAQ) document on pricing & licensing for Microsoft Dynamics CRM Online. The document provides

More information

AVANTGARD Private Cloud and Managed Services

AVANTGARD Private Cloud and Managed Services AVANTGARD Private Cloud and Managed Services AVANTGARD PRIVATE CLOUD AND MANAGED SERVICES SunGard meets its customers diverse set of requirements by not only bringing to market scalable, flexible, and

More information

Cisco IOS Public-Key Infrastructure: Deployment Benefits and Features

Cisco IOS Public-Key Infrastructure: Deployment Benefits and Features Data Sheet Cisco IOS Public-Key Infrastructure: Deployment Benefits and Features Introduction to Public Key Infrastructure Public Key Infrastructure (PKI) offers a scalable method of securing networks,

More information

NETWORK AVAILABILITY IMPROVEMENT SUPPORT OPERATIONAL RISK MANAGEMENT ANALYSIS

NETWORK AVAILABILITY IMPROVEMENT SUPPORT OPERATIONAL RISK MANAGEMENT ANALYSIS DATA SHEET NETWORK AVAILABILITY IMPROVEMENT SUPPORT OPERATIONAL RISK MANAGEMENT ANALYSIS Operational Risk Management Analysis helps you maintain and improve network availability by evaluating the risks

More information

RIVRS User Manual. Template: WCT-TMP-RS-072-01. Effective: 20-Apr-2016 Version: 1.0 Page 1 of 18

RIVRS User Manual. Template: WCT-TMP-RS-072-01. Effective: 20-Apr-2016 Version: 1.0 Page 1 of 18 RIVRS User Manual Version: 1.0 Page 1 of 18 Table of Contents General Information: 3 Accessing the IxRS 4 IVRS - Call the telephone number for your country 4 IWRS - Go to https://www.wwctrials.net/bmsiwrs

More information

BT Premium Event Call and Web Rate Card

BT Premium Event Call and Web Rate Card BT Managed Event and BT Self-Managed Event (also referred to as Express, Plus and Premium) Conference Bridge and Call for Booked Audio Conferencing Services will comprise the following for each phone-conference:

More information

CISCO IP PHONE SERVICES SOFTWARE DEVELOPMENT KIT (SDK)

CISCO IP PHONE SERVICES SOFTWARE DEVELOPMENT KIT (SDK) DATA SHEET CISCO IP PHONE SERVICES SOFTWARE DEVELOPMENT KIT (SDK) Cisco Systems IP Phone Services bring the power of the World Wide Web to Cisco IP Phones. An integral part of a Cisco AVVID (Architecture

More information

GETPAID Xpress Edition (XE)

GETPAID Xpress Edition (XE) AvantGard Receivables GETPAID Xpress Edition (XE) Automating Credit, Collections & Dispute Resolution In today s fast paced environment, companies of all sizes are under ever-growing pressure to increase

More information

Microsoft Dynamics CRM Online. Pricing & Licensing. Frequently Asked Questions

Microsoft Dynamics CRM Online. Pricing & Licensing. Frequently Asked Questions Microsoft Dynamics CRM Online Pricing & Licensing Frequently Asked Questions A frequently asked questions (FAQ) document on pricing & licensing for Microsoft Dynamics CRM Online. The document provides

More information

Cisco Smart Care Service

Cisco Smart Care Service Q. What is Cisco Smart Care Service? A. Cisco Smart Care Service is a collaborative, comprehensive network wide service that enables your partner to deliver proactive network monitoring, health checkups,

More information

CNE Progress Chart (CNE Certification Requirements and Test Numbers) (updated 18 October 2000)

CNE Progress Chart (CNE Certification Requirements and Test Numbers) (updated 18 October 2000) Novell Education CNE Progress Chart (CNE Certification Requirements and Test Numbers) (updated 18 October 2000) Prerequisite for all certifications In order to receive a Novell certification the candidate

More information

Delivering Low-Cost, High-Quality Helpdesk Service Using the. Automated Service Agent for Windows. Vista. Situation

Delivering Low-Cost, High-Quality Helpdesk Service Using the. Automated Service Agent for Windows. Vista. Situation Situation The Global Help team handles approximately 1 million service calls per year. Dealing with a static budget and an increasing volume of calls, the Global Help team wanted to meet quality service

More information

AVANTGARD RECEIVABLES GETPAID Enterprise Edition

AVANTGARD RECEIVABLES GETPAID Enterprise Edition AVANTGARD RECEIVABLES GETPAID Enterprise Edition Comprehensive Order-to-Cash Management AvantGard Receivables GETPAID drives automation, workflow and collaboration across the order-to-cash cycle, with

More information

Vendor Query Portal VENDOR QUERY PORTAL In our continued endeavor to simplify our processes and pay Suppliers on time, A webbased Invoice and Payment tracking tool -Vendor Query Portal (VQP) is now available

More information

State of Washington. BHAS Help Desk Support Services. July 2015 V1.0

State of Washington. BHAS Help Desk Support Services. July 2015 V1.0 State of Washington BHAS Help Desk Support Services July 2015 V1.0 WA-Behavioral Health Assessment Solution (BHAS ) BHAS supports the Child and Adolescent Needs and Strengths Assessment (CANS) and Adult

More information

JMA Consultants Inc. Corporate Introduction

JMA Consultants Inc. Corporate Introduction JMA Consultants Inc. Corporate Introduction Self Introduction Publications Cost half promoting manual (Collective writing), JMAM,1995. Introduction to MOT Management (Collective writing ), PHP, 2004 The

More information

Table of Contents. Conferencing Basics 3. Ready Bridge Set Up Options 4. Call Control Features 5. Security Features 6. Call Control Commands 7

Table of Contents. Conferencing Basics 3. Ready Bridge Set Up Options 4. Call Control Features 5. Security Features 6. Call Control Commands 7 Table of Contents Conferencing Basics 3 Ready Bridge Set Up Options 4 Call Control Features 5 Security Features 6 Call Control Commands 7 Conference Call Recording 8 International Conferencing 10 Page:

More information

Drive Quality Tracking Processes Track Component-Level Defects Achieve Quality Goals with Ease

Drive Quality Tracking Processes Track Component-Level Defects Achieve Quality Goals with Ease Drive Quality Tracking Processes Track Component-Level Defects Achieve Quality Goals with Ease PeopleSoft CRM Quality Management Are you tracking product defects and enhancement requests through their

More information

COMPUTER SERVICES HELP DESK USING METRICS FOR BUSINESS PROCESS IMPROVEMENT

COMPUTER SERVICES HELP DESK USING METRICS FOR BUSINESS PROCESS IMPROVEMENT EXECUTIVE SUMMARY This document provides an overview of how the Computer Services Help Desk utilizes metrics and other types of assessment tools in making data-driven decisions on how to improve its business

More information

E-Seminar. Financial Management Internet Business Solution Seminar

E-Seminar. Financial Management Internet Business Solution Seminar E-Seminar Financial Management Internet Business Solution Seminar Financial Management Internet Business Solution Seminar 3 Welcome 4 Objectives 5 Financial Management 6 Financial Management Defined 7

More information

INSITE. Dimension Data s monitoring offering

INSITE. Dimension Data s monitoring offering Dimension Data s offering What s on your mind? Is your infrastructure management strategy optimal? Are you achieving optimum ROI on your infrastructure management investment? Are you employing the latest

More information

Best Practices for a BYOD World

Best Practices for a BYOD World Face Today s Threats Head-On: Best Practices for a BYOD World Chris Vernon CISSP, VTSP Security Specialist Agenda Mobile Threats Overview 2013 State of Mobility Survey Canada BYOD Best Practices 2 Mobile

More information

MANDATORY PROVIDENT FUND SCHEMES AUTHORITY

MANDATORY PROVIDENT FUND SCHEMES AUTHORITY Guidelines III.4 MANDATORY PROVIDENT FUND SCHEMES AUTHORITY III.4 Guidelines on Approved Exchanges INTRODUCTION Section 2 of the Mandatory Provident Fund Schemes (General) Regulation ( the Regulation )

More information

Market Briefing: Trade-Weighted Dollar

Market Briefing: Trade-Weighted Dollar Market Briefing: Trade-Weighted Dollar August 16, 2016 Dr. Edward Yardeni 516-972-7683 eyardeni@ Debbie Johnson 4-664-1333 djohnson@ Mali Quintana 4-664-1333 aquintana@ Please visit our sites at blog.

More information

KELLER INDEPENDENT SCHOOL DISTRICT

KELLER INDEPENDENT SCHOOL DISTRICT BOARD OF SCHOOL TRUSTEES KELLER INDEPENDENT SCHOOL DISTRICT 12B. Report Date: January 17, 2013 SUBJECT: FUNCTION: DELL SERVICES Technology DISTRICT KEY STRATEGIC PRIORITY: Educational Excellence Excellence

More information

ASAP implementation approach for SAP ERP implementation has five major phases as shown in below picture. Fit and Gap Analysis (FGA) is very critical

ASAP implementation approach for SAP ERP implementation has five major phases as shown in below picture. Fit and Gap Analysis (FGA) is very critical ASAP implementation approach for SAP ERP implementation has five major phases as shown in below picture. Fit and Gap Analysis (FGA) is very critical part of the second phase of project blueprinting where

More information

Servcorp Limited Analyst Presentation

Servcorp Limited Analyst Presentation Servcorp Limited Analyst Presentation Thursday 20 August 2009 Twelve months ended 30 June 2009 Servcorp Background World s s finest Serviced Offices and Virtual Offices Market leader Excellence in every

More information

THE CISCO CRM COMMUNICATIONS CONNECTOR GIVES EMPLOYEES SECURE, RELIABLE, AND CONVENIENT ACCESS TO CUSTOMER INFORMATION

THE CISCO CRM COMMUNICATIONS CONNECTOR GIVES EMPLOYEES SECURE, RELIABLE, AND CONVENIENT ACCESS TO CUSTOMER INFORMATION CUSTOMER SUCCESS STORY THE CISCO CRM COMMUNICATIONS CONNECTOR GIVES EMPLOYEES SECURE, RELIABLE, AND CONVENIENT ACCESS TO CUSTOMER INFORMATION EXECUTIVE SUMMARY CUSTOMER NAME Coleman Technologies INDUSTRY

More information

CISCO NETWORK CONNECTIVITY CENTER

CISCO NETWORK CONNECTIVITY CENTER DATA SHEET CISCO NETWORK CONNECTIVITY CENTER The Cisco Network Connectivity Center (NCC) delivers end-to-end management across multiple tools, technologies, and silos. From networks and applications to

More information

Tripwire Support Policies Technical Support and Tripwire Customer Center

Tripwire Support Policies Technical Support and Tripwire Customer Center Tripwire Support Policies Technical Support and Tripwire Customer Center Tripwire provides global standard support services to customers using our North America, European and Asia-Pacific support teams

More information

Rapid Service Desk Training Through Knowledge

Rapid Service Desk Training Through Knowledge Rapid Service Desk Training Through Knowledge Sue Cummings Associate Directorate for Business Innovation: Service Innovation Division May 4, 2016 Abstract An efficient and effective IT Service Desk (SD)

More information

Foreign Taxes Paid and Foreign Source Income INTECH Global Income Managed Volatility Fund

Foreign Taxes Paid and Foreign Source Income INTECH Global Income Managed Volatility Fund Income INTECH Global Income Managed Volatility Fund Australia 0.0066 0.0375 Austria 0.0045 0.0014 Belgium 0.0461 0.0138 Bermuda 0.0000 0.0059 Canada 0.0919 0.0275 Cayman Islands 0.0000 0.0044 China 0.0000

More information

CISCO CONTENT SWITCHING MODULE SOFTWARE VERSION 4.1(1) FOR THE CISCO CATALYST 6500 SERIES SWITCH AND CISCO 7600 SERIES ROUTER

CISCO CONTENT SWITCHING MODULE SOFTWARE VERSION 4.1(1) FOR THE CISCO CATALYST 6500 SERIES SWITCH AND CISCO 7600 SERIES ROUTER PRODUCT BULLETIN NO. 2438 CISCO CONTENT SWITCHING MODULE SOFTWARE VERSION 4.1(1) FOR THE CISCO CATALYST 6500 SERIES SWITCH AND CISCO 7600 SERIES ROUTER NEW FEATURES New features of the Cisco Content Switching

More information

Managed LAN Service Level Agreement

Managed LAN Service Level Agreement Managed LAN Service Level Agreement Effective October 2011 1. Overview Managed LAN offers certain service level agreements as shown below. Capitalized terms that are not defined in Appendix B: Terms and

More information

FTSE All-World ex Fossil Fuels Index Series

FTSE All-World ex Fossil Fuels Index Series FTSE FACTSHEET FTSE All-World ex Fossil Fuels Index Series Data as at: 31 August 2015 bmktitle1 Market participants are increasingly looking to manage carbon exposure in their investments, and reduce write-off

More information

Outsourcing BI Maintenance Services Version 3.0 January 2006. With SourceCode Inc.

Outsourcing BI Maintenance Services Version 3.0 January 2006. With SourceCode Inc. Outsourcing BI Maintenance Services With Inc. An Overview Outsourcing BI Maintenance Services Version 3.0 January 2006 With Inc. Version 3.0 May 2006 2006 by, Inc. 1 Table of Contents 1 INTRODUCTION...

More information

Ctry / Area Award Achievement Awarded by Gold - Best Own Call Center Operation 4th Place in the PECC Ranking

Ctry / Area Award Achievement Awarded by Gold - Best Own Call Center Operation 4th Place in the PECC Ranking Gold - Best Own Call Center Operation 4th Place in the PECC Ranking Brazil Customer Service Executive of the Year Customer Service Department of the Year Airlines Distribution & Transportation Canada Chile

More information

Compuware Customer Support

Compuware Customer Support Compuware Customer Support Mainframe Vantage Uniface Compuware Customer Support Services: Mainframe Vantage Uniface 1 Compuware Customer Support Mainframe Vantage Uniface Solutions Compuware is dedicated

More information

How to Create and Secure Your Mobile Infrastructure. Session EM B27

How to Create and Secure Your Mobile Infrastructure. Session EM B27 How to Create and Secure Your Mobile Infrastructure Session EM B27 Mike Littleton Manager, EndPoint Infrastructure Kelly Services John Engels Principal Product Manager, Symantec Enterprise Mobility Typical

More information

Sales Builder For Windows (SBW) TM

Sales Builder For Windows (SBW) TM Sales Builder For Windows (SBW) TM Version 18.0 Installation Guide For Channel Partners & External Users Updated September 2009 Copyright 2009 Hewlett-Packard Development Company, L.P. The information

More information

Cisco WebEx Social Compatibility Guide

Cisco WebEx Social Compatibility Guide Cisco WebEx Social Compatibility Guide This document provides compatibility information for supported components and applications for Cisco WebEx Social 3.4.2, 3.4, 3.3, 3.1, and 3.0. Note: Due to different

More information

NetFlow Feature Acceleration

NetFlow Feature Acceleration WHITE PAPER NetFlow Feature Acceleration Feature Description Rapid growth in Internet and intranet deployment and usage has created a major shift in both corporate and consumer computing paradigms. This

More information

Implementing ITIL with Kaseya Tools

Implementing ITIL with Kaseya Tools Kaseya White Paper Implementing ITIL with Kaseya Tools A white paper by Robert Perrine, ITIL-Service Manager www.kaseya.com Executive Overview Kaseya Service Desk provides the logic and tools necessary

More information

Unifying IT How Dell Is Using BMC

Unifying IT How Dell Is Using BMC Unifying IT Management: How Dell Is Using BMC Software to Implement ITIL ABSTRACT Companies are looking for ways to maximize the efficiency with which they plan, deliver, and manage technology services.

More information

Solution Definition & Structuring. Solution Rollout Process. Implement Changes Rollout in team Business processes. IT Application Setup

Solution Definition & Structuring. Solution Rollout Process. Implement Changes Rollout in team Business processes. IT Application Setup Service Management framework 1. Rollout Strategy 2. Solution Structure Services Catalogue entitlement 3. Pricing Process Management framework 1. Program Management 2. Rollout process 3. Project plan 4.

More information

Customer Care Service Level Agreements

Customer Care Service Level Agreements HIGHLIGHTS Unified, comprehensive service and support Encompasses all Harmonic products and technologies Choice of plans to meet a customer s self-support capabilities and infrastructure complexity Fast,

More information

Working Holiday Maker visa programme report. 31 December 2014

Working Holiday Maker visa programme report. 31 December 2014 Working Holiday Maker visa programme report 31 December 2014 Contents Page About this report 1 Enquiries 1 Definition of terms 2 Background to the Working Holiday Maker programme 3 Recent developments

More information

Want to Improve Communication to Parents? Make it Simple.

Want to Improve Communication to Parents? Make it Simple. Want to Improve Communication to Parents? Make it Simple. Save Time, Save Money, and Strengthen the School-Parent Connection CISCO IP PHONE SOLUTIONS SchoolMessenger for Cisco Unified Communications integrates

More information

Quantum View Manage Administration Guide

Quantum View Manage Administration Guide 2010 United Parcel Service of America, Inc. UPS, the UPS brandmark and the color brown are trademarks of United Parcel Service of America, Inc. All rights reserved. Quantum View Manage Administration Guide

More information

Citrix Support and Maintenance Services

Citrix Support and Maintenance Services Citrix Support and Maintenance Services Optimize your Citrix software and hardware investment throughout its lifecycle Comprehensive support and maintenance services are essential to ensure high availability

More information

Top 10 reasons to move to the cloud

Top 10 reasons to move to the cloud Checklist: Top 10 reasons to move to the cloud WHITE PAPER Checklist: Top 10 reasons to move to the cloud There are many reasons to move to the cloud, including rapid deployment, reduced support, improved

More information

Accredited TOGAF 9 and ArchiMate 2 Training Course Calendar February 2016 onwards

Accredited TOGAF 9 and ArchiMate 2 Training Course Calendar February 2016 onwards Course Start Date Training Provider Training Course Name Type Course Location Duration Exam Status URL Contact Email Contact Telephone 2016-02-01 2016-02-01 EA Principals, Inc. TOGAF 9 Foundation and Certified

More information

Digital TV Research. http://www.marketresearch.com/digital-tv- Research-v3873/ Publisher Sample

Digital TV Research. http://www.marketresearch.com/digital-tv- Research-v3873/ Publisher Sample Digital TV Research http://www.marketresearch.com/digital-tv- Research-v3873/ Publisher Sample Phone: 800.298.5699 (US) or +1.240.747.3093 or +1.240.747.3093 (Int'l) Hours: Monday - Thursday: 5:30am -

More information

Get the benefits of Norgren s unique range of Online services

Get the benefits of Norgren s unique range of Online services Get the benefits of Norgren s unique range of Online services Make your job easier and save time - everything you need to select, design and purchase Norgren pneumatics is in one convenient location, available

More information