1 I T I N F R A S T R U C T U R E S E R V I C E S Smart Service Desk What Makes a Service Desk Smart? According to Information Technology Infrastructure Library (ITIL) the service desk is a function that is the critical glue in support of IT Service Level. IT has become a greater part of business over the years; the role of the service desk has become crucial. Businesses rely on their IT service to stay on top of the market and be competitive. The services provided by the service desk tend to be broader than just the IT part of business. CompuCom s smart service desk supports an environment of continuous improvement and provides access to new innovations as they become available at a competitive price so the enterprise remains agile and adapts quickly to the inevitable change that is always coming. Our smart service desk also reduces an organization s total cost of support and maintenance without sacrificing quality. Although electronic service delivery is still in its infancy, its potential to increase service quality while simultaneously reducing costs is widely recognized. The critical components of a technical service automation solution include: Centralized, multi-channel event tracking that captures a complete history of a customer s service experience Two-way management Knowledge management Live e-support tools Integrated telephony Automated reporting to monitor performance, metrics and productivity CompuCom specializes in leveraging our smart service desk technology to help clients increase efficiency, reduce the costs of IT incident resolution, and manage their complete ITIL service processes. Clients can visit our unique Service Desk Web Portal to submit service requests, track issues, and search our consolidated knowledge base and frequently asked questions (FAQs). This enables clients to perform self help in resolving technical and non-technical issues without engaging a live agent. For our clients convenience, we designed the portal to be very intuitive and easy to use. These features enable us to deliver world-class service, improve satisfaction, help reduce clients operational costs, and allow our clients to decrease overall downtime which leads to increased revenues. CompuCom provides a wide range of cost-effective, quality-assured IT infrastructure services to clients onsite and/or via outsourcing arrangements. Our comprehensive service offerings include Integrated Infrastructure, desktop and service desk support, software and hardware support, remote monitoring, systems integration, install/move/add/change capabilities, and numerous others all designed to help clients operate at peak efficiency and achieve their business goals.
2 The Smart Service Desk: Did You Know...? According to Forrester, customer interactions are on the rise, increasing as much as 20 to 30% year-by-year in some industries. According to Forrester, customers often prefer to help themselves whenever possible and are quick to accept self-service technologies that offer convenience and expanded choices. According to Datamonitor, Inc., received by contact centers is dramatically increasing as much as 1,000% between 1999 and The percentage of customers using to initiate contact with companies is also on the rise up from a scant 5% in 1999 to 18% in As of early 2007, Forrester determined that 53% of all U.S. employees seek IT helpdesk and support services at least once a month. According to a study conducted by TPI for Forrester, the main cost drivers for a help desk are the levers that change the number of people required to answer the phones and resolve the tickets. These boil down to the number of users supported multiplied by the number of times they have a problem and contact the desk. Web-based Incident Initiation CompuCom s smart service desk provides users with several channels through which to contact us whenever it s convenient and however they choose. Our centralized system captures, routes, tracks, manages, and reports all incoming requests received by each channel, enabling our agents to streamline processes, prioritize tasks, and respond efficiently, while controlling every aspect of the incident resolution life cycle. Users experience a higher level of customer satisfaction because we present them with more options for requesting support, staying informed as to the status of their incident, and expediting incident resolution. CompuCom s e-service solution centrally manages and automates incoming and outgoing , providing more personalized service. With customizable notifications and auto-respond features, we can forward crucial acknowledgments and issuetracking information to close the loop on service requests. Web-based Chat Web chat solutions typically cost slightly less per contact than traditional voice service, especially when our agents can conduct multiple chats simultaneously. Current service desk technology enables users to initiate this type of contact, but innovations are in development that will enable the system to detect problems and initiate the contact, making the Web-based chat functionality much more proactive. Web-based Self-service Via the CompuCom Web site, our clients can access and search their own specific knowledge base solutions or our professional, third-party written knowledge that includes solutions and frequently asked questions that will assist them in resolving their own issues enabling clients to resolve an issue without the assistance of a live Service Desk Professional. Our Web-based self-service option features automated diagnostics software that ascertains settings and configurations of each user s system. This capability provides our support professionals with valuable information and additional tools that can help them troubleshoot problems. Thus, our service desk call resolution offers a greatly improved experience and frees resources while reducing incident-handling costs. Self-healing Capability One of the best practices supported by ITIL is the use of technology being used proactively in supporting your IT infrastructure. CompuCom s support automation software transforms reactive support organizations into preventive support organizations. Issues are detected, diagnosed, and repaired before they can impact the user, reducing downtime and increasing productivity. Support automation solutions reduce costs associated with the service desk by preventing problems from occurring and reducing time spent on problem deflection and optimization. Because CompuCom understands the uniqueness and complexity of self-healing, clients benefit from the expertise CompuCom has gained on numerous implementations in diverse industries. Forrester estimates that the North American desktop outsourcing market reached about $12.8 billion in 2006 and will grow to about $15.5 billion by
3 Merging the capabilities of a call management system with those of a workforce management system eliminates delays and guesswork and goes a long way toward making the service desk smarter. The CompuCom service desk s relationships with other processes: Problem Availability DEMAND CUSTOMERS Integrated Telephony Boosts a Service Desk s IQ Integrated telephony merges a call management system with a workforce management system to eliminate delays and guesswork in support of a world-class, smart service desk that operates at peak efficiency. CompuCom s service desk leverages the Aspect CallCenter call management system, a high-capacity automatic call distributor that handles more than 1 million telephone transactions per day. All switches, processors, controller boards, databases, system software, and power supplies are fully redundant. The Aspect CallCenter system includes the following features: Voice processing Call routing Database storage Sophisticated reporting SERVICE LEVELS SERVICE LEVEL MANAGEMENT Information Configuration SERVICE DESK Capacity Change Incident Financial Release IT Service Continuity Based on predetermined client profiles, the Aspect system connects end users with the appropriate analyst to resolve his or her specific issue. Each analyst is provided with caller notification, caller identification, and call forwarding to speed each interaction. By using clientspecific, toll-free numbers, the Aspect system also enables CompuCom to report each client s average speed-toanswer, abandon rate, and average handling time. CompuCom also employs IEX Corporation s TotalView (TTV) Workforce System to manage, predict, and staff call volumes to maximize efficiency. TTV uses 13 weeks of actual call history, weighted and modified by a series of algorithms, to produce a call volume forecast. A forecast can be generated at the team level for each half-hour of the day. After the forecast is generated, TTV creates a weekly staff plan to determine the number of analysts needed to handle the forecasted volume. Calculations are based on historical data and calculation. T TV creates analysts schedules based on factors such as preferred start times, lunch times, days off, seniority, and analysts skill sets. TTV can also create custom schedules for each analyst. These schedules are designed to optimize staffing and ensure service levels are met for each client. 3
4 CompuCom s commitment to achieving and maintaining our prestigious SCP certification is driven by our desire to deliver the best service possible to service desk clients such as Parmalat Canada, among many others in diverse industries. Because SCP certification standards are revised on a yearly basis, CompuCom renews our SCP certification annually to ensure that our work remains current with the industry s best practices and that we help our clients operate in an environment of continuous improvement. CompuCom has earned significant recognition for our expertise in providing the top-quality help/service desk services that help clients achieve their business goals, including the following: Help Desk Institute s Team Excellence Award Gartner s Magic Quadrant Help Desk and Desktop Support Services Leader ranking SSPA s Help Desk STAR Award CompuCom has earned the Software Technical Assistance Recognition (STAR) Outsourcer of the Year award five times. The Help Desk Institute (HDI) has also honored CompuCom with the 2005 HDI Team Excellence Award for External Support. CompuCom Offers Industry-leading, Award-winning Service Desk Expertise Our clients expect quality service from every interaction with our service desk support center. CompuCom delivers consistent service of excellent quality with the support of the complex system of training, metrics, tools, and quality processes defined by the Support Center Practices (SCP) certification program. CompuCom s SCP certification ensures that our clients receive the kind of support they need, when and where they need it, at a competitive cost. Benefits of working with an SCP-certified service desk services provider like CompuCom ensure the following: Frequent survey and customer feedback processes that help us continuously improve our services to achieve and exceed defined levels of customer satisfaction Support expertise from meticulously trained support consultants who pride themselves on their responsiveness Support processes and an infrastructure designed and deployed to meet the highest industry standards CompuCom helps our clients evolve their help desks to world-class service desks with clearly-defined, well-executed, SCP-certified processes, continuous improvement, best practices, effective technologies, and top-trained technical resources that ensure very high levels of customer satisfaction. CompuCom has the infrastructure and technology in place to support over 1 million contracts per month. Each month, we receive and respond to an average of 225,000+ service desk events, which some 75 Fortune 1000 clients report through telephone, , and Web access. CompuCom manages these events with an average 85% first-call resolution (FCR) rate on industry standard applications and a 90% client retention rate. Our service desk services are available to these clients 24 hours a day, 7 days a week, 365 days a year (24x7x365). Integrated Infrastructure TM (IIM) Solution By deploying CompuCom s smart service desk, our clients can leverage our Integrated Infrastructure (IIM) solution a unique, proven methodology that assesses the maturity of their IT system to favorably rebalance their ratios of on-site, remote, and selfassisted support (see Figure 1 on the next page). By enabling this shift, we help clients not only move toward the realization of maximum business value from their IT infrastructures but also benefit from a continuous expansion of their value. Following the best practices of the ITIL framework for IT service management, transforming the help desk into a true smart service desk requires the vertical integration of self-assist and remote incident resolution into one holistic solution. CompuCom demonstrates an outstanding commitment to service excellence. The company leverages industry standard programs to benchmark performance and as a framework for continuous improvement. CompuCom has been certified for eight consecutive years under the Support Center Practices (SCP) Certification program. This accomplishment, which required rigorous audits of service operations on an annual basis, clearly demonstrates a commitment to sustaining the highest levels of performance and delivering maximum value to its clients. Greg Coleman Principal and Vice President of Certification Service Strategies Corporation 4
5 (Figure 1) CompuCom s Integrated Infrastructure (IIM) Solution IIM Maturity Level 1 Characteristics: Information silos; no enterprise-wide view of data Disparate platforms, processes and functions Multiple IT vendors providing products and services with no central accountability Asynchronous procurement of hardware and software IIM Maturity Level 3 Characteristics: Hardware not completely integrated with software Somewhat better integration of platforms, processes and functions Synchronized procurement of hardware, software, and services from a single source IIM Maturity Level 5 Characteristics: Tightly integrated hardware, software, processes, functions and services provided by a single source with central accountability Significantly increased efficiency and effectiveness linked to economies of scale made possible by a single-source provider and tightly integrated infrastructure I T I N T E G R A T I O N I T I N T E G R A T I O N I T I N T E G R A T I O N Services Hardware Hardware Greatest Value Software Software Services Hardware Software Services At IIM Maturity Level 1, the IT infrastructure is characterized by minimal integration. I T E F F I C I E N C Y At IIM Maturity Level 3, the IT infrastructure is somewhat more integrated than a Level 1 infrastructure. I T E F F I C I E N C Y At IIM Maturity Level 5, the IT infrastructure has achieved a significant degree of integration, delivering measurable value. I T E F F I C I E N C Y Downtime On-Site Downtime On-Site Downtime On-Site Self-Assist Remote Self-Assist Remote Self-Assist Remote Cost At IIM Maturity Level 1, the least efficient methods of IT problem resolution are emphasized: predominantly on-site and remote. Cost At IIM Maturity Level 3, somewhat more efficient methods of IT problem resolution are emphasized: remote and self-assist are becoming more dominant. Cost At IIM Maturity Level 5, the most efficient method of IT problem resolution is emphasized: predominantly self-assist. 5
6 CompuCom Supports All Standard Service Desk Products CompuCom differentiates itself from competitors by providing a scalable service desk solution for software and hardware products, while most providers offer software support exclusive of hardware triage capabilities. CompuCom s service desk enables clients to leverage extensive software and hardware expertise to solve problems related to a wide range of today s most popular products. CompuCom s service desk supports software (see Figure 2), hardware (see Figure 3), and standard mobile products (see Figure 4). (Figure 3) Standard Hardware Products Supported PC Desktops Compaq / Hewlett-Packard Dell IBM PC Laptops Compaq / Hewlett-Packard Dell IBM Toshiba Printers / monitors / peripherals are all supported on a commercially reasonable effort basis. Word Processing Microsoft Word Corel WordPerfect Lotus Ami Pro Lotus Word Pro Utilities McAfee Anti-Virus Norton Anti-Virus WinZip Suites Lotus SmartSuite, Microsoft Office Pro* Graphics/Presentations Lotus Freelance VISIO Microsoft PowerPoint (Figure 2) Standard Supported Software Groupware Microsoft Outlook Novell GroupWise Lotus Notes Lotus Organizer Operating Systems MS Windows XP Pro* MS Windows 2000 MS Windows 98 Spreadsheet Lotus Microsoft Excel Miscellaneous Microsoft Project Microsoft FrontPage Electronic Mail Microsoft Outlook Web Access* Microsoft Outlook** Novell Groupwise Novell Groupwise Remote Database ACT! Lotus Approach Microsoft Access Web Browsers Internet Explorer Netscape Mobile See Figure 3 *For Microsoft Office 2003, CompuCom fully supports the following components: Word, Excel, Outlook, Access, and PowerPoint. Microsoft Outlook Web Access (OWA) is supported unless it directly relates to connectivity issues or customization. FrontPage 2003 is supported on a commercially reasonable effort basis and Publisher, Small Business Tools, Photo Draw, and Developer Tools are not supported by CompuCom s Help Desk. ** Microsoft Outlook Express is supported on a commercially reasonable effort basis only. (Figure 4) Standard Mobile Products Supported Due to the wide range of devices currently on the market, it is impossible to list all current makes, models, and versions of mobile devices CompuCom is able to support. CompuCom will review the client s device list and make a supportability determination on a case-by-case basis. Software by Operating System: Palm OS Windows CE Other OS Palm OS & two previous versions. Address Book, Calculator, Clock, Date Book, Graffiti, Hotsync, Memo Pad, Note Pad, Preferences, Security, To Do List, limited commercially reasonable effort support based on FAQs for proprietary applications based on each device. Windows CE current version (Windows Mobile 0.5) & two previous versions. Calculator, Connections, File Explorer, Inbox, Infrared Receive, Excel & Word for Pocket PC, Microsoft Money for Pocket PC, Pocket Internet Explorer, Settings, Security, Notes, Contacts, Tasks, Calendar, limited commercially reasonable effort support on unit specific applications. BlackBerry 4 and two previous versions. Any other mobile OS software would be subject to CompuCom s review and approval before agreement of support is made. Ability to support mobile products is greatly enhanced if the client is able to provide CompuCom with one or more devices that mirror the client s environment. Nonstandard applications and equipment supported The service desk s OnlyCALL Premier offering extends support to include proprietary applications and nonstandard supported products. To provide this enhanced support successfully, CompuCom will need a list of frequently asked questions, initial training, copies of the software application or hardware, and a point-of-transfer contact. This information allows the service desk to provide end users with a customized level of support through a centralized source. The service desk will provide commercially reasonable effort support, which is defined as troubleshooting and providing support utilizing available expertise and knowledge base information. 6
7 CompuCom consistently exceeds customer satisfaction service desk industry benchmarks, with service desk associates who have an average of six years of industry experience and a minimum of A+ certification. Our service desk operation has served North American enterprise and mid-market clients for more than a decade. C o m p u C o m O F F E R S F L E X I B L E S U P P O R T O P T I O N S CompuCom s OnlyCALL solution offers a choice of extended service desk and troubleshooting support for certain of our clients proprietary applications and nonstandard, supported products. OnlyCALL Technical Solution provides hardware and software technical support to end users on the most popular products available today via automated, skills-based call routing that minimizes end users downtime. OnlyCALL Economic Solution provides fast, efficient 24x7x365 access to certified technical resources and problem-resolution experts with a 60-second average speed of answer and an 85 to 90% first-call resolution. OnlyCALL Premier Solution fulfills the requirements of clients seeking a service desk that responds to specific requirements, in the form of a scalable service that provides the right mix of people, processes, and technologies to meet your service-level objectives and can include special features ranging from self-help and self-healing technologies to remote desktop control and customized mobile support, as well as numerous others. Before outsourcing your service desk or help desk, it s imperative to build in the benchmarks that will enable you to incrementally measure the rate at which incident resolution is improving and operational costs are going down. Meg G. Frantz Vice President, Service Desk CompuCom Systems, Inc. CompuCom provides clients with tier-one IT service quality at a tier-two cost to deliver the best IT value in the industry. CompuCom Systems, Inc Forest Lane Dallas, TX CompuCom.com Learn more about CompuCom and our comprehensive services. Visit us online at CompuCom.com or call us at today. MSSSDS1009-0K 2009 CompuCom Systems, Inc. All rights reserved. CompuCom is a registered trademark of CompuCom Systems, Inc. The names and logos of any companies or products mentioned herein may be the trademarks of their respective owners in the United States, Canada, and/or other countries. The information contained herein is subject to change without notice.