United Service Technology (Shanghai) Limited Outsource Management Methodology. Copyright United Service Technology(SH)

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1 United Service Technology (Shanghai) Limited Outsource Management Methodology

2 IT/BPO Outsourcing---Benefits 1. More profitable use of valuable in-house IT talent 2. Reduced IT overhead 3. Reduced capital expense 4. Improved IT performance and reliability 5. A technology edge over competitors 6. Access to different skills and technology as needed 7. Accelerated development and time-to-market cycles 8. Reduced risk of unscheduled downtime 9. Smoother, less costly technology migration 10. Business contingency and continuity capabilities

3 Outsource Engineer Proportion Increasing factors +20:1 +15:1 +15:1 +15:1 +5:1 Administrator has used Remote Control Software; A part of huge organization, distributed support included Been Provided Helpdesk system or other Service Help Platform; System Clone Software such as Image, Ghost and others included +10:1 +5:1 Distribution software or applications through Remote Control; All users have no rights to control Desktop hardware; +10:1 Most users have no rights to control Desktop hardware;

4 Outsource Engineer Proportion for deducting factors -10:1 Users have right to Control IT helpdesk hardware equipment( Such as open or uninstall equipments) -10:1 In the scope of No users can be reached by walking -15:1 Number of Users who couldn t be reached through Remote control Local users can be reached Users open and use applications or nonstandard software

5 Integrated with ITIL From ITIL, Put into ITSM(IT Service Management)

6 Incident Management Incident management aims to solve disruptions in order to restore normal services. Incident resolution should take place according to agreed severity levels. Supplier should apply an ITIL based approach for Incident management. Service support Incident management - Detection, registration, classification and reporting of incidents - Diagnosis, resolution and closure of service object related incidents - Incident monitoring, ownership and communication - Incident notification Lev Severity Description Examples el k S1 Critical Loss of critical systems / applications or critical functions to a site Direct impact on ability to meet commitments to customers Problem results in a major financial impact Critical business application is down S2 High A loss of all or a part of any service impacting a significant number of individuals in carrying out their normal role Major business processes affected, resulting in a production slow down Problem significantly affects a large number of people Business Application is down, but workaround exists S3 Medium A loss of or a failure in any service impacting a smaller number of individuals or one person in carrying out their normal role S4 Low A question, comment or an erroneous procedure, which has to be recorded but does not impact daily work Problem affects a smaller number of individuals or one person End User does not request a specific priority Request for information or documentation on any Service If related to an Incident, End User can do business, and a scheduled Resolution is acceptable

7 SLA on Incident Management Service Description Severity 1: Business operation is severely affected and there are no workarounds or alternatives. Problem resolution criteria Severity 2: Business operations are severely affected but there are other alternatives / workarounds Problem resolution criteria Severity 3: Problems have minimal to medium impact to users. Problem resolution criteria Severity 4: Problems do not affect customers operations. Problem resolution criteria Performance Measurement 1 hour 2 days 4 hr 2 days 1 day 3 days 3 days 5 days Performance Objectives 90% 100% 90% 100% 90% 100% 90% 100% Note 1: Where a workaround is available, severity goes down. Note 2: Severity 3 is the default incident severity. This is what all incidents get unless otherwise apparent.

8 Problem /Configuration Management and SLA Problem management conducts analyses on faults and proposes requests for change in order to improve continuity and stability of the services. Service support Problem management - Proactively identify and resolve problems and known errors in order to minimize occurrence of incidents - Proactive prevention of problems and incidents through trend analysis and initiation of support actions - Provide information to the customer and own organization Configuration management administers and reports on the Configuration Items (CIs) needed for the services. Changes to the Configuration Items, their versions and statuses are updated in the configuration management database (CMDB) and/or software configuration management (SCM) environment. Service support Configuration management - Identify, maintain and control all configuration items in CMDB - Maintain documentation and procedures - Verification and audit of physical configuration items against the CMDB Indicator Service level Norm CMDB reliability Percentage of Configuration Items correctly registered 95 % Verification of CI registration - during conversation with user, Service Desk verifies the information of the CIs related to incident - twice a year random or spot checks are carried out to verify 100 % Ad hoc configuration reports the CI data registered in CMDB Reports of configuration information can be requested with the Service Desk (and treated as a Service Request) N.A.

9 Change Management and SLA Change management takes care that Changes to the services are implemented in an orderly way (using standardized methods and procedures) in order to cause minimal impact on the service against minimal costs. All changes are always subjected to the procedures of the change management process. For instance, a check on completeness of business data is part of the procedure. Service support Change management - Ensure and maintain standardized method and procedure for changes - Asses and minimize impact of changes on service delivery - Manage, co-ordinate and approve change requests - Co-operate with and support project management during execution of changes - Implementation of version updates - Implementation of version upgrades/new releases Change Type Description (ITSM Change Process) Notificat ion Emergency Change A change required to a managed IT environment as a result 0-6 work of sudden loss of service or Configuration Item failure. Due day to their nature Emergency Changes always derive from business critical incidents. Emergency Changes are the only change type that is reactive, not proactive. Standard Change Normal Change A well defined, fully documented and agreed upon change with very low or no risk. These changes can be conducted by following a simplified Change Management process. Any temporary or permanent change, with a certain level or risk, to a configuration item (or group of configuration items) within a managed IT environment. Careful planning and following the Change Management process can reduce this risk work days work days Change Window As required After hours preferred As required After hours preferred Scheduled Window

10 UST Outsource Engineer Library Kinds of Engineer Level PM, Senior Consultant Outsource Engineer Library Library One Month Accumulation and refresh 5~10 Resources: 1 Position Helpdesk Engineer Bilingual 2 working experience is Required Communic ation Quick Delivery Within one or two weeks available for Interview after get JD. Part of engineers picked up from current service team Training On board training Service training Technical training Communication training

11 UST Outsource Supporting Force Backup Engineer Available Entire Supporting force of UST technical team HOL and Escalation Main Backup Backup Engineer should has basic skill on Customer s IT environment Same Training with main engineer Schedule Visiting to customers UST has the internal Knowledge Management scheme, outsource engineer could learn knowledge from the our Knowledge Base, engineers could download the tools including image, Anti-Virus Library or other tools.

12 KPI Report for Onsite Engineers Helpdesk KPI Items Percentage Details Target Attendance 10% 10% BadCommentifthereweremorethan3timesarrivinglate Service 40% Individual & Teamwork 20% On Site Onsite Trouble-shooting Rate out of total cases 30% Telephone Support 15% Telephone Support Rate out of total cases 30% Remote Control Remote Control Rate out of total cases 40% Averages 15% Average time on solving cases 45Min 80% Response time 10% Personal Teamwork 20% complaint 30% 30% P/VP/GM/AGM HOL response time <30 seconds, response < 30 95% minutes SM/M HOL response time <3minutes, response < 1 hour 90% Normal users HOL response time <3minutes, response < 1 hour 90% Personal Appearance Spirited Active Submissive Team Work Public Announcement will be acted if there were 3 complaint from customer in a month 1 unwritten warning : if there were more than 3 Complaints never been solved 2 Mail Warning : if there were 2 unwritten warning 3 Written warning(putting in notice ): if : if there were 2 mail warning

13 Performance Review for Outsource Engineer 50%: Customer Customer Satisfaction /weekly/ Monthly/Quarterly/Yearly Complaint Rate 30%: UST Management UST Performance Review Policy Service Desk System Manager Comments 20%: Personal Personal Review by own comment

14 UST Outsource Management Structure Outsource Manager 1st level of contact for client s project manager/supervisor Ensure SLA for each engineers are met Ensure business objectives are met Ensure performance targets are met Provide technical advice Design and implement benchmarking with clients Outsource Team Leader Responsible for team assigned Provide technical advice and support Allocate resources within the team First Contact window with customer Policy Implementation Leader Customer Service Manager Act as the Customer Care Manager Prepare monthly service reports Provide benchmarking inputs Monitor the OSR implementation Process Training & Activity Arrangement Schedule Visiting and Meeting with Customer Customer

15 Training & Team Work On board training Training Business training Technical training Communication training Bilingual training Schedule Teambuilding UST will launch schedule teambuilding by monthly or quarterly to ensure engineer has strong belongingness to UST Engineer Healthy Care Yearly healthy checking is required to ensure UST engineer has a healthy spirit to make services. Experience Share and learning Weekly or monthly sharing meeting will be organized by outsource manager to make team member has more value added Schedule Visits Customer service Manager or Outsource manager will visit site of outsource engineer to ensure get the recently feedback or engineer.

16 Thank you!