Transformational Best Practices from Unify. Everything you need to know when considering a Unify Managed Service.

Transcription

1 Transformational Best Practices from Unify Everything you need to know when considering a Unify Managed Service.

2 Content Executive Summary 3 Best Practice 4 PM@Unify Unify Academy Building Your Managed Services Program 7 Defining the Right Service Level 9 Developing Global SLAs Your Service Level Manager Service Reports Assuring Service Delivery 12 Managing Complex Relationships 15 Multi-vendor Environments Global Partner Network Delivering Managed Services 17 Our Difference, your Differentiation 21 2

3 Executive Summary From Transition to Transformation the Unify Managed Services Commitment. As you re reading this paper you ll have already made the decision to outsource some, or all, of your network to a managed services provider. You ll no doubt have engaged with a number of experts, including us, and perhaps sent out an RFP. I hope we have been able to communicate our experience, expertise and more importantly, the value we can deliver into your business through our Managed Services proposition. You ll have heard my colleagues and I talk about trust. There s no doubt we are trusted by many of the largest, most progressive and most technically-complex organizations (and networks) in the world. I m proud to say we ve earned that trust by being transparent, honest and by always delivering on our promises. So in that spirit of openness we have put together this paper that we hope will answer some questions you may now have principally about what happens next if you choose to take our relationship further. That s everything from what happens on day one of the program, through engagement and transition to establishing an ongoing managed services partnership. We think it s vitally important to do this upfront and not just because the success of our business predicated on the success of yours but because we strongly believe bringing clarity and transparency breeds trust and that s something we don t question. So in that spirit of openness we have put together this paper that we hope will answer some questions you may now have. 3

4 Best Practice Our commitment to delivering best practice is reflected by our portfolio of world class repeatable methodologies and holistic lifecycle training programs. Here we discuss these in more detail. At Unify our commitment to this constantly evolving standard is second to none. The ITIL Difference Providing a cohesive set of best practices, ITIL is the most widely accepted approach to IT Service Management (ITSM) in the world. At Unify our commitment to this constantly evolving standard is second to none. The ITIL framework maps perfectly to our methodology: Evaluate: Assess your technology, performance, cost of service delivery, and levels of security and compliance Design: Utilize our Professional Services to plan your solution and how it links back to your business objectives Implement: Utilize our Implementation and Operational Services to deploy your new communications systems; maximizing efficiency and reducing capital outlay Operate: Utilize ITIL -based Managed and Lifecycle Services for transparent delivery of world-class enterprise communications Improve: Continually assess how your technology aligns to changing business needs to ensure delivery of lifetime improvement, innovation and cost reduction. ITIL in Service Catalog and Service Delivery But unlike many providers, who use ITIL to just represent their portfolios, we align both our service catalog and actual delivery of service components to the ITIL framework to assure global service management best practice end-to-end. This includes: Service Strategy Service Design Service Transition Service Operation Continuous Improvement Supporting the delivery of global ITSM is a team of over 250 certified ITIL engineers, project managers and Global Customer Support (GCS) personnel. Through our initiative we are extending ITIL certification to all relevant personnel to assure continual improvement and best-of-breed support for your managed service. Similarly, all our services are aligned to (and designed for) ITIL to ensure a common language and transparency between ourselves, customers and third party service providers irrespective of their stage of the ITIL journey. 4 * ITIL is a Registered Trade Mark of AXELOS Limited.

5 Diagram 1: Service Management Process Continuous Improvement Service Strategy Continuous Improvement Service Strategy Define the Market Develop the Offerings Develop Strategic Assets Prepare for Execution Service Economics Financial Management Return on Investment Service Portfolio Management Demand Management Service Operation Service Transition Continuous Improvement Service Design Service Catalogue Management Capacity Management Availability Management Service Continuity Management Information Security Management Supplier Management Service Transition Transition Planning & Support Change Management Service Asset & Configuration Management Release & Deployment Management Service Validation & Testing Evaluation Knowledge Management Service Operation Event Management Incident Management Request Fulfilment Problem Management Access Management Continuous Improvement The 7 Step Improvement Process Service Reporting Service Measurement Return on Investment for CSI The Business Questions for CSI Service Level Management To assure that value, and as a reflection of our commitment to continued improvement of our people and your project, all project managers are required to attain either PMI or IPMA accreditation. ITIL and Service Deliver Partners You can also be sure of a globally consistent customer experience when working with our partners. All 3rd party services are specified ITIL aligned and standardization is mandatory for ISO20000 certification. For more on how we manage our partner network go to Managing Complex Relationships on P.13. PM@Unify PM@Unify is much more than a project management process; it is a methodology used across the entire organisation to manage our project business from identifying the initial customer need to the successful implementation of the working solution. PM@Unify is an end-to-end customer project and engagement structure. It governs key milestones and quality gates and ensures we deliver on customer requirements, on time and in budget. It is built on proven PM@Unify tools and methodologies, as well as internationally recognised best practices including PMI and IPMA. We have taken the core tools and layered extra elements on top to deliver the greatest value to our customers. To assure that value, and as a reflection of our commitment to continued improvement of our people and your project, all project managers are required to attain either PMI or IPMA accreditation. 5

6 A successful managed services relationship is built on trust. And you can have the confidence that all our people, from solution architects to support desk operatives, are fully trained and certified in their chosen areas. Diagram 2: The Academy Training Portfolio Training on unified communications, voice solutions, contact centers, applications, managed services, design and integration services, industry/ sector-specific solutions etc. Management training, communication, personal competence, etc. *Offering may differ depending on country Unified communications, security, protocols, networks, virtualization, etc. IT products, solutions and services Personal skills Technical principles Clever Training User training Business learning Customized Process and project management, marketing, distribution, sales training, etc. Development of individual training solutions For the convenient use of software, devices & clients and communications solutions Unify Academy Technical expertise and commercial acumen are central to delivering the best managed service solution ensuring we align technology with your business goals. Each year our Unify Academy delivers courses to over 60,000 Unify staff, partners and customers from 29 locations across the globe to do just that. From ITIL and certification, through the Go-Forward! program for resellers and distributors, our Hands-On! certification for service delivery partners, and tailored courses for customers, we offer thousands of instructor-led and self-learning solutions in local language. The Academy Portfolio Our training portfolio offers technical courses for all Unify products. But operating a multi-vendor world demands Unify also delivers training and certification on 3rd party systems to create a one-stop shop for all internal, partner and customer requirements. This is why we currently hold over 2000 certifications on technologies right across the vendor spectrum. A successful managed services relationship is built on trust. And you can have the confidence that all our people, from solution architects to support desk operatives, are fully trained and certified in their chosen areas and in your specific environment. It also means we can apply our expertise to deliver continual improvement throughout the life of the contract. Accessing Training For customers wishing to take advantage of these world class training services, our curriculum and courses are available to view and book online through your customer portal or by contacting our dedicated customer teams across the world. To find out more, go to: 6

7 Building your Managed Services Program So back to those day one questions. How do we take you from initial bid and contract discussions, through consultancy and design right up to transition and transformation? What do we do to deliver on your expectations, and on our promises? Mapping onto our methodology, the answers begin with evaluation: Evaluate A thorough understanding of your business, your systems and your data is the platform for success. Led by a designated Senior Account Manager, our team will identify and retrieve all relevant data from your business and service management systems. We ll work with you to iron out inconsistencies and identify missing elements. The output, the Data Collection and Validation report will be made available to you and our Sales Manager. On approval the data will be collected for provisioning of business and service management systems for service implementation and transition. Design We ll conduct detailed site surveys, determine service scope, contractually relevant configuration items (such as the number of devices ports and licences), confirm the solution topography and architecture then specify a service acceptance procedure for the service acceptance test and transition (that comes later). We ll then confirm your approval via the Technical Design Specification document. In parallel, our Service Solution Architects will design the most appropriate service delivery model based on comprehensive ITIL ITSM processes (and Statement of Work) and supported by our global service infrastructure Services Desks, 2nd and 3rd level support and Network Operation Centers. Implement The next stage sees the creation of the Unify project team to clarify the scope of work and agree on next steps. Your Project Manager will now be the main point of contact for installation and transformation. They will ensure effective communication between team members, partners, 3rd parties, and of course you, the customer. Control measures will be confirmed and executed to assure complete management of risk, costs, resources and quality to name just a few. First an interim, and then the final, Project Acceptance will be gained to assure a seamless handover to operations. Senior Account Manager SPOC for Bid and contract Your Team - Evaluate Your Team - Design Commercial m Contractual expert (contract/controls/ t/ partner coordination Led by a designated Senior Account Manager, our team will identify and retrieve all relevant data from your business and service management systems. Solution Architect (overall scope of work/service design and delivery concept) Technical Solutions Architect (technical solution design spec) 7

8 Our customers have specific obligations from appointing a single point of contact, organising meetings and workshops to coordinating with 3rd parties (if relevant). During this time our Project Office will co-ordinate and provide consolidated strategic management of assigned projects in accordance with PM@Unify, and support the assigned Project Manager by tracking progress against the project schedule to deliver consolidated program status reporting. Our customers have specific obligations from appointing a single point of contact, organising meetings and workshops to coordinating with 3rd parties (if relevant). During the Transition phase your Transition Project Manager will function as the primary contact and be responsible for all activities during the period of implementation of the Service Desk and Remote Management Services. A Service Transition and Implementation plan, budget (estimated effort/costs and cost controlling) and quality targets will be created. The service solution design, technical design specification and other required process documents and data will be finalised before the critical testing phase. On approval of the Service Acceptance Test according to contracted Service Acceptance criteria, they will hand across responsibility to Global Customer Support (Manager on Duty). During this period thorough training and familiarization for service level executives will be delivered. Operate and Improve We have now moved to live management and continual improvement, issues identification, escalation and resolution. Here customer satisfaction is paramount and maintained through regular satisfaction audits, aggregation and delivery of operational and technical reports, and a regular customer facing Service Management Report. Critically, continuous service improvement (CSI) activities will be established to enable real business transformation through ITIL aligned ITSM. Transition Project Manager Your Team - Implement Installation Project manager (due diligence/installation coordination etc.) Service Level Manager (service design, management and ongoing support see left) Deployment Manager (all aspects of deployment) Your Team - Operate and Improve Service Delivery ery Teams (1st, 2nd and 3rd level Service Level support inc. onsite) Manager (reporting, reviews and escalation) Global Support Managerager 8

9 Defining the Right Service Level In this section we ll detail how we apply our expertise to deliver, and report against, your global Service Level Agreement. Global Confidence The development of a common service catalog and consistent ITSM methodology aligned to ITIL provides the catalyst for a single service level across your entire global network. It assures complete 24/7 support, from the Call Desk to catch and dispatch all incidents, through to specialist Service Desk to proactively monitor, control and resolve issues and failures. All this adds up to a reduction in your risk, your costs and an increase in transparency and system availability. But it is the application of the methodology that guarantees the delivery of the SLA, not simply the methodology itself. We currently deliver managed services to over 2.5 million users covering 3 million ports in more than 80 countries, and support over 700,000 installed systems with over 30 million installed lines/ ports/licences. Our connected network of remote centers operate according to a consistent ITIL based portfolio and common tools and processes. That means you don t just get a globally consistent quality of service, but a single SLA across your entire global organization for your peace of mind and as a mark of our commitment to delivering the highest level of support every minute of every day. Assuring Local Flexibility Of course, each business is unique and faces different challenges in different sites. By understanding this, and your entire global communications environment, we can offer region-specific Key Performance Indicators (KPIs) and SLAs that support the global standard while addressing local issues. By building solutions and reporting mechanisms tailored to the customer need, you achieve an accurate picture of system performance and consistent service delivery across the world. Developing Global SLAs To create and agree the service level that will become the foundation for all SLA reporting, we carry out the following discovery and agreement process: Stage One: Service Overview Presentation Our service level discussions begin early in our relationship. In fact, even before we have a signed contract. Our business development team will meet you to discuss your managed service requirements, and provide an overview of our approach to designing service levels around your business. But it is the application of the methodology that guarantees the delivery of the SLA, not simply the methodology itself. 9

10 65,000 The SLM is your representative within Unify, the first point of escalation and often one of the most strategic elements of the entire partnership. Stage Two: Developing the Scope of Work (SoW) The SoW provides a detailed functional specification and scope report for the entire project. It serves as the control point, ensuring the program not only stays within timeframes and budgets, but achieves the stated SLAs. The SoW covers every element of the project planning and implementation process from developing a list of your equipment and locations, to providing descriptions of all proposed service elements from multilingual call centers, through network monitoring to onsite MAC (and many others). It also documents our recommended global services levels for example, our response times to a priority 1/2/3 incident. Stage Three: Service Workshop Having delivered the SoW, we will host an investigative workshop to discuss the document, focusing specifically on service elements of the project. This interactive workshop offers us all an opportunity to discuss and agree the project detail and recommended service levels. With that agreement we sign off the SoW as the blueprint for consistent service excellence throughout the lifetime of the relationship. Stage Four: Confirm and Calculate The concluding stage of the SLA discovery process sees the final response to your RFQ, detailing our overall solution and encompassing technology, onsite, remote and professional services, financing elements, and of course the Service Level Agreement that sits at the heart of the relationship. With agreement reached this document will provide the platform for all ongoing Service Level reporting. Introducing your Service Level Manager Your point person for the delivery of the assigned contract, the Service Level Manager (SLM), is responsible for the aggregation and review of all local, national and international reporting data. It is their job to ensure that every element of the SLA is being achieved and in doing so will carry out monthly, quarterly or bi-annual reviews (dependent on your preference) with the Program and Account Managers. The SLM is your representative within Unify, the first point of escalation and often one of the most strategic elements of the entire partnership ,000 55,000 50,000 45,000 40,000 35,000 30,000 25,000 20, ,500 4,000 3,500 3,000 2,500 2,000 1,500 1,000 75,000 70,000 65,000 60,000 55,000 50,000 45,000 40,000 35,000 15,000 10,000 5, / / / / / / NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA NA ,000 25,000 20,000 15,000 10,000 5, / / / / / /03 Met P1 Missed P1 Met P2 Missed P2 Met P3 Missed P3 Met all Missed all 10

11 Your dedicated Service Level Manager will: Provide program analysis and performance reporting (see example of Service Management Report below) Manage improvement programs to remedy failures Ensure consistent services in the operations and after-sales phase through all suppliers Serve as your escalation point for, and report against, all support issues Monitor service levels and performance of all third party contracts. In short, they will ensure your satisfaction and work with you to assure continual process improvement. The Service Management Report So what does the report look like and what data does it contain? The answer is, of course, whatever we have agreed with you. The report will be delivered by your SLM based on the level of frequency you require. It will detail, for example: Number of incidents recorded to date (or in the last quarter or month) Number (and type) of tickets created (to your timescale) Number of open and closed tickets (to your timescale) Number of open and closed incidents by location or type Reaction and Solution times (and a top 20 ) Reaction and Solution times analysed against SLAs. These are just examples and while the data may change, the aim remains the same; to provide complete transparency of your system and the effectiveness of our service. We lead the market on time to resolution over 35% of the one million tickets we handle each year are identified and resolved automatically. In short, they will ensure your satisfaction and work with you to assure continual process improvement. 11

12 Assuring Service Delivery Over 75% of the Global 500 trust us to deliver. And that is born out of the knowledge their applications and their businesses are being supported by the most advanced, most resilient and most scalable global network. At the very heart of our service delivery capability is our powerful global infrastructure, over 4500 fully certified service engineers and a single globally consistent workflow that handles over 1 million requests each year. By automating event deduplication, isolation and resolution, it allows us to increase productivity and optimize service availability. High-priority events can be fast tracked to specific groups to minimizing problem resolution time. 12 Global Infrastructure Running on a centralized global backbone, our TIA-942 level 4 certified data center powers Network Operations Centers (NOC) in Europe, North America and South America, and our Special Service Desks across the globe. Our NOCs deliver assure identification, diagnosis and resolution of network faults and issues right across the technology spectrum from server performance and converged communications to network infrastructure and communications applications from across the vendor landscape. The Special Service Desks and Technology and Service Solutions Centers offer 2nd and 3rd level support across the globe. Globally Consistent Toolset Utilizing this network to deliver your Service Level is our fully integrated global toolset. From System Management through Service Level Management to Collaboration Workflow we have developed an ITIL aligned best-of-breed solution to assure our processes are as switched on as our people. This is the Unify Global Service Infrastructure (GSI); a single global consistent toolset, fully integrated for remote availability, configuration and change management. Workflow Tools Our vendor independent system management, workflow and on/offline reporting tools include: Service Assurance Solution > StableNet Enterprise. Advanced, highly integrated, scalable service assurance solution, StableNet provides vendor independent System Management functionality, monitoring Unify, multi-vendor and 3rd party equipment. It delivers a consolidated operations management solution across processes, applications, systems, networks and other domains with a focus on: Infrastructure management Performance management including VoIP monitoring Configuration management Event & Fault management Reporting & SLAs By automating event deduplication, isolation and resolution, it allows us to increase productivity and optimize service availability. High-priority events can be fast tracked to specific groups to minimizing problem resolution time. Monitoring and Reporting > Oblicore Guarantee. A global monitoring and reporting tool, Oblicore delivers SLA monitoring, calculation and reporting. By enabling ITIL aligned Service

13 Level management Oblicore assures the most streamlined and accurate processes. Oblicore data is accessible by Unify SLMs and customers via the Customer Portal. Configuration Management > ICCM. A global, centralized database, ICCM delivers a single point of truth for all service related data. It automates the process by data exchange between the CMDB and whole GSI tool suite; interfacing with our regional SAP Systems to support our integrated master data approach. Workflow > Remedy. Delivering end-to-end global collaboration, Remedy offers flexible interfaces to assure collaboration throughout the process, from field service, customer workflow systems to generic and web interfaces. Its ticket and task concept enables the detailed control and reporting of all major activities with the GSI operations stack. Crucially, Remedy is also used as a basis for linking the service workflow to partners and customers via SD.bridges e-bonding and integration provisioning solution to assure the most connected environment. Workflow in Action: Incident Management Company a is a Maintenance customer and responds to an incident through the Customer Support Portal. Company b has the same issue but as a Managed Services customer both administrator at the client-side and within Unify are notified automatically by our proactive monitoring tool. While the incident report may differ, the workflow through to resolution does not. The event is logged on the Remedy workflow, then assessed, prioritized... and allocated according to the protocols of StableNet system management. Priority levels are defined below: Remedy offers flexible interfaces to assure collaboration throughout the process, from field service, customer workflow systems to generic and web interfaces. Priority 1 Incident Priority 2 Incident Priority 3 Incident A catastrophic service event that: Severely impacts business operation of Covered Products, or their functions or applications in a production environment Causes severe performance problems and customer impact from a complete malfunction of Covered Products, or their functions or applications Is continuous or a remittent interruption of service without an available workaround Significantly restricts usage of the Covered Products by more than twenty-five percent (25%) of the users at a single site. A major service event that: Causes restricted availability of Covered Products, or their functions or applications, or which creates poor performance quality, such as background noises, transmission faults, call processing alteration and degradation of service quality or processing of business data Causes the failure of a single component, module, or router Causes an intermittent disruption of service without availability of a stable workaround; or (iv) restricts usage of the Covered Products up to twenty-five percent (25%) of the users at a single site. A minor service event that: Causes a slight restriction in usage of Covered Products, or their functions or applications Is a failure of subscriber lines, trunk lines, hardware, applications that are business critical for the customer Restricts usage of the Covered Products by fewer than five percent (5%) of the users at a single site. 13

14 Key to delivering the very highest levels of responsiveness, transparency and customer satisfaction is the Unify Customer Support Portal. With secure, personalized access you can browse reports, interrogate our knowledge database and much more. The event is resolved remotely or in the field, and driven back to Service Desk for closure. The incident will be highlighted and ongoing Service Levels monitored and reported back to the customer using the Oblicore Guarantee monitoring and reporting tool. SNMP Alarm: OpenScape Voice SNMP Alarm: OpenScape Voice Unify Resource Customer Resource Unify Partner Resource StableNet Unify NOC automated Ticket Generated & Fault Assessment Service Desk Notified & Agent allocated Remote fix (Unify) Service Desk (SEN) Contact: Onsite Service Partner Remedy & Voice Call For a more detailed look at our incident detection and resolution process go to Delivering Managed Services (P.16) for: How we deliver 1st level support How we escalate to, and deliver, 2nd level support How we escalate to, and deliver, 3rd level support Fault Assessment (via StableNet) Engineer dispatched Engineer Spares Requested Remote Resolution via NOC team On-site fix w/spares (via Partner) Spares to site & Incident closed Remedy & Voice Call Update of Ticket & Oblicore report Exception Report to cust. if Priority incident Update of Ticket & Oblicore report Exception Report to cust. if Priority incident Ticket Closed Ticket Closed 14 Global Customer Support Portal Key to delivering the very highest levels of responsiveness, transparency and customer satisfaction is the Unify Customer Support Portal. With secure, personalized access you can browse reports, interrogate our knowledge database and much more. It is also the place to create your service requests and track status online 24x7x365. A powerful self-service online tool, the CSP offers: A one-stop-shop for raising MAC and incident, with full status tracking from 1st to 2nd and 3rd level support if required A library of standardized known errors and solutions to allow client administrator to self-resolve Automated error code search to instantly match incident and resolution procedures An archive of all resolved incidents, fully exportable for indepth customer analysis A single point of access to Service Management Reports Automated release update notifications and software downloads Access to a wealth of technical resources, whitepapers and online tutorials Ability for client administrators to update device, equipment and location data to assure accurate master data Getting Started The on-boarding process couldn t be simpler. Your web account admin log-in details will be provided at the beginning of our relationship. You can request additional accounts for colleagues directly through the portal.

15 Managing Complex Relationships The more global your business, the more likely it is we ll face increasingly complex multi-technology, multi-vendor environments, and the need to switch on our partner network when designing and delivering the right solution. Multi-vendor Environments We have more than 2000 voice platforms, communications applications, datanetworking, IP and communication service delivery and maintenance accreditations from more than 20 technology partners, including: ACME Checkpoint Cisco Fortinet Genesys Juniper Networks Lifesize Microsoft Nortel Polycom Tippingpoint That means you can trust us to manage your multi-vendor environment. We support multi-vendor environments in three key ways: 1. Contract Management 2. Direct Management 3. End-to-End Management Deliver first line support of 3rd party service requests through the Service Desk Center Eliminate admin costs and multiple interfaces to different service providers with basic contract management Negotiate new rates with providers or re-structuring SLAs to realize a common level of service with proactive 3rd party contract management Contract Management, plus Add 2nd and 3rd line support to your escalation and tracking facilities in contract management with direct management Benefit from additional services including maintenance and management services delivered via remote or field force service professionals Contract and Direct Management, plus Choose end-to-end third party party management, complete with Service Desk facilities, maintenance and management services Global Partner Network Our ability to support your global organization is unsurpassed. Unify SOCA/ SOCP certified technicians deliver industryleading services directly to customers in more than 30 countries, while our network of Hands On! And Service Delivery Partners extends our reach right across the globe. You can be sure of the same high quality of support and strict adherence to your Service Level regardless of the delivery organization. And because each partner has signed a standardized and centrally managed contract with Unify, we ll manage the relationship while you maintain a single point of contact with us. 15

16 Similarly, our certified Hands On! partners offer best-in-class service delivery capabilities and competencies. Only after fulfilling the services, processes and skills described in our Service Partner Program. Our Partners Our Service Delivery Partners are leaders in their own local markets, and have passed a stringent evaluation and on-boarding process. They leverage the same training, certification, logistics and resources as our own direct teams. As part of Go Forward! partner program we have a comprehensive network of over 500 local sales and service partners who, on a project basis, can further support specific in-country needs. These are long standing relationships built on proven customer success. Similarly, our certified Hands On! partners offer best-in-class service delivery capabilities and competencies. Only after fulfilling the services, processes and skills described in our Service Partner Program, can a third party get Hands On! certified and join our worldwide network. You can be assured of the same high quality of support and strict adherence to your Service Level regardless of the delivery organization. And because each partner has signed a standardized and centrally managed contract with Unify, we ll manage the relationship while you maintain a single point of contact with us. Key elements of our Hands On! Partner Program include: Initial service due diligence to prove partner service delivery capabilities Commitment to our specific service requirements and criteria, including SOCA/SOCP, ISO and ITL certifications, ongoing training and specialist knowledge of our technology, products and services Integration into our IT and services infrastructure Adherence to our own, and industry standard, service processes Regular KPI Performance Measurement to assure service quality Adherence to defined and approved escalation procedures Regular audits, training and Service Review Meetings assure ongoing Hands On! Partner status. By collaborating only with those service partners that genuinely fulfill the service requirements of our international customers, we re able to provide a standardized worldwide service portfolio and guarantee the delivery of both global and local Service Levels. Diagram 5: Global Partner Landscape Unify Delivery Partner Service Delivery 16 Project Specific Service Delivery Partner

17 Delivering Managed Services This section offers a look at the portfolio and a deep-dive into how we deliver the most critical elements of your managed services program. 1. Service Desk Services Managing over 1 million calls per year and featuring first level fault diagnosis, remote incident management and escalation of unsolved problems, our front-line support and services portfolio delivers an instant response to customer issues. Our portfolio includes Call Desk, Managed Services Desk and 1st Level Support. How we deliver Service Desk Receive customer s incidents / service requests via defined means of access Validate customer and end user data Confirm entitlement of customer s incidents / service requests For service requests which include a hardware or software purchase provide the customer sales contact or warm transfer Record incidents / service requests on the service management system Prioritize incidents / service requests (Priority 1, 2 or 3) Route incidents and service requests to the corresponding service support organization (e.g. 1st Level Support, Onsite Services, Logistics Services) Provide enhanced technical assistance for customers / end users regarding feature usage and handling of in scope equipment and services. How we deliver.1st Level Support Receive incident from Service Management System Perform initial review of the incident Contact End-User / Customer to Acknowledge incident Qualify incident Inform about incident Managing over 1 million calls per year and featuring first level fault diagnosis, remote incident management and escalation of unsolved problems, our front-line support and services portfolio delivers an instant response to customer issues. Diagram 6: Service Catalog Elements Overview Service Management Service level Management Service Desk Call Acceptance & Entitlement Remote Management System Monitoring Self Service Portal Remote MAC 1st Level Support Performance Optimization Staging Onsite Services Call Acceptance & Entitlement Technology Support 2nd Level Support Remote Backup & Restore Installation Onsite Backup & Restore Onsite MAC Onsite Repair 3rd Level Support Logistic Services Spare Parts Replacements 17

18 Delivering specialized troubleshooting capabilities, 2nd and 3rd level technical support and third party vendor management. 18 Close incident Perform remote support activities to diagnose and resolve the incident, which may include Connect remotely to customer environment Perform remote diagnosis on faulty system Advise End-User / Customer about potential solutions Walk through the resolution process Perform remote incident resolution Initiate a problem investigation from 2nd level support Identify underlying issues which require additional problem investigation Refer incident to the appropriate service support group to perform resolution activities (if required) e- bonding interface (on projectspecific basis only) 2. Service Management With best practice assured by ITIL methodology and your own dedicated Service Manager, our Service Management portfolio addresses changing business needs and delivers continual improvement through performance measurement, control and reporting against agreed SLAs. How we deliver Service Level Management See Defining the Right Service Level. P8 How we deliver Customer Self Service Portal See Assuring Service delivery. P10 3. Remote Management From remote fault detection through to performance optimization, our Remote Management services continually observe and log system health; measuring performance against defined service levels to assure the highest levels of availability, functionality and security. How we deliver Remote Monitoring: Monitor physical infrastructure availability of the defined system Receive events from or poll the defined system Log events into data base according to configured thresholds Filter out irrelevant events according to defined standard criteria for the product Process and correlate the event information according to defined standard rules Automatically create an incident for the faulty reported system in the Service Management System of the 1st Level Support Generate report based on logged event information Provide report to Service Level Management Provide management information of processed service requests to Service Level Management 4. Technology Support Delivering specialized troubleshooting capabilities, 2nd and 3rd level technical support and third party vendor management, our Technology Support services assure the accurate diagnosis and swift resolution of even the most complex of issues. How we deliver Escalations to 2nd Level Support: Receive problem (which is related to one or many incidents) from Service Management System Initial review of the problem Contact 1st Level for problem further qualification Perform problem investigation and solution research, which may include Setup test environment in laboratories to reproduce customer environment Perform diagnosis, determine and test potential solutions Retain problem ownership throughout the problem lifecycle Request a problem resolution from the 3rd level support of the vendor Manage and coordinate problem resolution according to agreed OLAs

19 Keep 1st Level Support informed of progress Provide problem resolution instructions and advice to the 1st Level Support How we delive...escalation to 3rd Level Support (Direct Access to R&D): Receive problem (which is related to one or many incidents) from Service Management System Initial review of the problem Contact 2nd Level for further problem qualification Perform problem investigation and solution research, which may include Setup test environment in laboratories to reproduce problem Perform diagnosis Develop and test potential solutions Provide problem resolution according to agreed OLAs, which may include Update software release plan Provide hot-fix or new firmware version Provide either resolution instructions or workaround and advice to 2nd Level Support Keep 2nd Level Support informed of progress 5. Onsite Services Complementing Remote Management and featuring across-the-spectrum onsite support in 65 countries our 1800 field service engineers and expert partner network assure global continuity management. The Onsite Services portfolio includes Onsite Backup and Recovery, Moves, Adds & Changes (MAC) and Onsite Repair. How we deliver Onsite Backup & Recovery: Produce bootable media for bare metal recovery Perform onsite system recovery Perform onsite data recovery Administrate Backup & Recovery toolset as required for completion of the system and data recovery How we deliver...onsite MAC: Receive service request from Service Management System Review of the service request Contact customer for further qualification Perform service request according to the standard working instructions and configuration Check that the service request has been successfully implemented Inform customer about successful closure of the service request Provide management information of processed service requests to Service Level Management How we deliver...onsite Repair: Receive incident from Service Management System Review and acknowledge ownership of the incident Visit End-User / Customer onsite Perform onsite support activities to diagnose and resolve the incident, which may include Perform diagnosis on faulty system Identify potential solutions Order required spare parts and schedule follow up visit for final resolution Perform onsite incident resolution for hardware and software components Send replaced components to logistics for repair or disposal Perform tests to confirm successful resolution Inform customer about incident resolution Close incident in the service management system Complementing Remote Management and featuring across-the-spectrum onsite support in 65 countries. 19

20 Transition Management plans and executes the setup and implementation of the contracted Service Desk and Remote Management Services for a Managed Services customer. 6. Logistics Services Offering a host of same-day desk-todesk, door-to-door and hot swap options, our 175 local language Delivery and Logistics Coordinators provide rapid response, replacement and complete order management of Unify and third party hardware. Working across more than 65 countries, with 6,000 orderable spare parts and over 134,000 deliveries each year, we achieve service levels in excess of 97%. How we deliver...spare Parts Service: Faulty part or telephone swap with next business day / 2h / 4h delivery in advance of repair Return Material Authorization (RMA) included in shipment Repair (where possible) the faulty module or telephone that has been returned An RMA order is entered and the faulty module or telephone is replaced upon warranty claim approval Next business day advanced replacement (EC & US) for dead on arrival parts, devices or telephones Spare parts are available for Enterasys, Avaya, Cisco, Genesys as well as Unify How we deliver...spare Parts Depot: For EU countries: Provide accessible delivery address (drop off point) for spare parts (24/7) for direct delivery of spare parts For none EU countries: Clearance and local transport of spare parts to local depot Provide spare part stock/tool box at the Service Providers depot/branch Maintain list with spare parts stocked in depot Local transport of requested/needed spare parts to customer site Local transport of used spare parts back to the Service Providers depot/branch Order replacement spare parts for depot at manufacturer Return of defect spare parts to manufacturer How we deliver...spare Parts Replacement: Receive spare parts request Validate requester data and check availability of requested spare part Prepare spare part for transportation to pre-defined drop off point Schedule and confirm delivery time and drop off point to requester Initiate delivery of spare part to drop off point Track successful spare part delivery within defined OLA Coordinate collection of the replaced spare part for disposal or repair Initiate collection of replaced spare part Track successful spare part collection Receive and confirm replaced spare part arrival 7. Project Management Transition Management plans and executes the setup and implementation of the contracted Service Desk and Remote Management Services for a Managed Services customer. Transition Management works closely with the overall responsible Project Management and service delivery units in order to ensure a structured and comprehensive preparation of the required remote support processes and their integration into the overall service operation. 20

21 Our Difference, your Differentiation We hope this paper has anticipated and answered some of your questions and given you more information about who we are and how we work. Through this approach you can trust us to boost the productivity of your workforce, reduce your costs and streamline your communications. We believe we offer a different approach; one that is expert based on best practices, globally standardized, and consistently aligned to your communications objectives and business goals. Through this approach you can trust us to boost the productivity of your workforce, reduce your costs and streamline your communications. Ultimately this will help make your business more competitive. And in today s challenging economic climate, that s a major point of differentiation. 21

22 About Unify Unify is one of the world s leading communications software and services firms, providing integrated communications solutions for approximately 75 percent of the Fortune Global 500. Our solutions unify multiple networks, devices and applications into one easy-to-use platform that allows teams to engage in rich and meaningful conversations. The result is a transformation of how the enterprise communicates and collaborates that amplifies collective effort, energizes the business, and enhances business performance. Unify has a strong heritage of product reliability, innovation, open standards and security. unify.com Copyright Unify GmbH & Co. KG, 2014 Hofmannstr. 51, D Munich, Germany All rights reserved. Reference No.: A31002-P3010-D The information provided in this document contains merely general descriptions or characteristics of performance which in case of actual use do not always apply as described or which may change as a result of further development of the products. An obligation to provide the respective characteristics shall only exist if expressly agreed in the terms of contract. Availability and technical specifications are subject to change without notice. Unify, OpenScape, OpenStage and HiPath are registered trademarks of Unify GmbH & Co. KG. All other company, brand, product and service names are trademarks or registered trademarks of their respective holders.