IT Service Management
|
|
- Lawrence Fletcher
- 8 years ago
- Views:
Transcription
1 IT Service Management
2 Contents 1 Executive overview 3 2 Heightened customer expectations 4 3 An effective response to the 21st Century customer 6 4 BT and the customer-centric approach 8 5 Conclusion 10
3 1 Executive overview How companies interact with customers is becoming evermore important in today s business environment. In a business world where customers now routinely expect to enjoy a positive customer experience rather than just receiving a product or service from providers, it is now seen as essential that companies take a customer-centric approach to service delivery if they are to remain competitive and grow their business. For too long companies have professed to take a customer-centric approach to service delivery without making the fundamental cultural and process changes necessary to embed best of class customer service strategies offering enhanced customer experiences. Yet the necessity of such changes cannot be overstated. In a 2002 survey carried out by Shaw and Ivens, 85 per cent of business leaders acknowledged that differentiation by price, product and service is no longer a sustainable business strategy, with 71 per cent recognising that the customer experience is the new battleground. 1 In an increasingly connected global business environment customers, employees and business partners are brought together in an always-on, demanding commercial ecosystem. Global connectivity has enhanced the capacity for companies to locate any part of their organisation anywhere in the world and work seamlessly across time zones and borders. The provision of managed IT and network services as an integrated entity enables companies to define services, first and foremost, in terms of business imperatives, rather than network or IT requirements. Through leveraging replicable and standards-based service products, greater clarity is achieved between the customer and provider; leading to improved customer satisfaction and enhanced business efficiency. The emergence and increasing adoption of ITIL (Information Technology Infrastructure Library) principles enables companies to gravitate from costly bespoke solutions to industrial, modular solutions consisting of re-usable components that minimise complexity, drive-down cost and provide the customer with the service they really want. BT fully recognises the importance of improving the customer experience and is committed to ensuring that every customer interaction is simple, accurate and places control firmly in the hands of the customer. By bringing together networking and IT capabilities into a single service delivery capability we can offer our customers a standard, end-to-end integrated service that will allow them to thrive in the digital networked economy 2. As a consequence, the importance of information technology and the communications solutions it provides to the everyday operations of companies has increased dramatically. Customers now require a world-class service providing seamless interactions between IT services and network infrastructure. In recent years the focus has shifted towards providing ITSM (Information Technology Service Management) that ensures that business requirements drive IT implementation and help to deliver the customer experience needed to succeed in today s competitive global marketplace.
4 2 Heightened customer expectations 2.1 The changing face of business communications The nature of business communications has, in recent years, been going through a period of disruptive change. The emergence of an always-on, globally connected business environment, facilitated by increasingly available broadband connections, has fundamentally altered the way companies approach how they do business. Many now routinely locate operations across disparate geographies and time zones and, as a consequence, demand secure, affordable networks that provide the capacity to connect offices, facilities, employees, customers, suppliers and business partners together into a commercial ecosystem. The end result of such changes means that the importance of IT to the everyday operation of companies has greatly increased and has fed a burgeoning demand for integrated services. Companies are no longer satisfied with receiving IT services with network services as an afterthought, or vice versa, they now require a holistic approach that harnesses the opportunities provided by a fully integrated global IT infrastructure. 2.2 Increasing complexity They recognise that the increasing complexity associated with managing both network infrastructure and multiple applications can have a negative impact upon core business activities. Many are now focussed on solutions that will minimise this complexity, drive-down cost and deliver much needed improvements across a range of business processes. For many companies gravitation towards an Information Technology Service Management (ITSM) solution is seen as the answer to the rise in communications management complexity. ITSM services, in combination with extensive Information Technology Integrated Library (ITIL) solutions 3, can help companies focus on the core business requirements, rather than what the IT department thinks the business needs. They enable companies to streamline operational processes and engage in business-to-business interactions using a standard business language, which is essential for success in today s increasingly horizontal business environment. By minimising the responsibility for in-house management of network and IT services, they let businesses concentrate on core responsibilities, while at the same time, leveraging the rich functionality of today s converged services. 2.3 Facilitating flexible working As work becomes more and more a thing we do, rather than a place we go, the need for IT solutions that facilitate effective flexible working strategies is becoming ever greater. By implementing the correct systems and work processes teleworking can be a highly effective way of deploying a flexible workforce when coupled with ITSM and ITIL strategies. It provides companies with the tools to effectively make the most from both its people and IT resources without overburdening in-house IT staff. For a number of years BT has embraced flexible working solutions in the drive to improve competitiveness and make the most of its people and resources. We have been at the forefront of providing multi-functional capabilities that help to empower employees and improve their effectiveness through leveraging the flexibility, collaborative opportunities and increased business agility delivered by leading-edge integrated networks and services. As a consequence, more than 70 per cent of our employees now work flexibly and more than 10 per cent are home-based. Our commitment to facilitating flexible working has helped to increase job satisfaction, enabled employees to achieve a more effective work/life balance and helped us to retain key personnel. However, the bottom-line benefits of our approach to flexible working should not be overlooked. Through implementing widespread flexible and home-based working, BT has realised property savings in excess of 319 million in the last decade. Our commitment to providing the platform for collaborative working, through a range of remote conferencing solutions, has led to a saving of 1,800 person years in travel time and helped to reduce our impact upon the environment. Comprehensive ITSM solutions can enable companies to leverage the rich functionality of 21st century communications technologies in the most cost-effective manner and with minimal impact upon internal resources. Today s ITSM solutions enable voice, data and video information to be effortlessly converged and managed within a single IT estate running robust standards-based applications.
5 2.4 Best practice solutions As the telecommunications industry develops consistent, standard process frameworks for the provision of network services, such as e-tom (the enhanced Telecoms Operating Map) and robust ITIL principles, companies are now demanding that service providers deliver best practice solutions across both networks and applications provision. There is now an increasing demand for services based on standard, repeatable, modularised components that deliver better, more transparent communications and enable companies to use a single consistent language for interfacing with employees, business partners and customers across geographies and boundaries. 2.5 The extended enterprise As more and more companies become networked into the extended enterprise of large corporations, ITIL and ISO/IEC registration is becoming a pre-requisite for involvement in major IT contracts. In Europe for instance and the UK in particular, companies aiming to fulfil government contracts are also finding that ITSM and ITIL adoption is becoming an essential element of a successful bid. And as ITSM and ITIL adoption increases it is expected that IT service providers will be required to adopt best practice as a pre-requisite for entry into today s commercial ecosystem. 2.6 Emotion: A key differentiator However, in an increasingly commoditised marketplace the key differentiator for many companies when seeking to implement ITSM/ITIL solutions is the quality of service they can expect to receive from providers. Analysts now argue that there is a vast marketplace for support needs that requires a reinvention of the business model underlying the market, the technology and the enterprise logic. Many companies are beginning to recognise the significance of emotions in their relationship with service providers. Emotional customers are no longer seen as problematic, they are increasingly recognised as customers who care, share their views with the world, pay a premium for optimal service and stay around for the long run. Many companies now demand that every single step in the customer relationship is done well and that the customer experience is not driven by a single action, but is predicated upon linked actions that help build a cycle of growth, profit and investment. What many companies now recognise as the added value component in their relationship with service providers are often classified as soft issues. For example, how do you quantify the monetary value of a trusting working environment or a service that helps to bring out the best in employees? Yet many believe that it is these intangibles that can make or break a working relationship in the 21st Century global economy. Although such intangibles are hard to quantify, it is difficult to argue that companies are happier to do business with a provider that they trust and have confidence in to provide the levels of customer service they need to be competitive. 5
6 3 An effective response to the 21st Century customer 3.1 Focusing on the customer A key change in recent years has seen companies shifting their focus to sit firmly on meeting the needs of the customer. They now recognise that IT is a service provider function that needs to align the delivery of IT to meet business requirements defined and driven by business need. With the emergence of multiple channels through which to interact with customers, suppliers and business partners, it is becoming increasingly important for companies to have access to the rich networks and applications functionality that can enhance and encourage such interaction. 3.2 A platform for business-to-business interaction ITSM and ITIL can act as a powerful enabler by providing the platform upon which business-to-business interaction can be facilitated using open systems connections as a generic business model. They provide companies with the capacity to implement and benefit from a network and applications infrastructure that is designed around their specific requirements. ITSM helps companies ensure that the requirements of the business drive the needs of IT implementation through defining a set of key-metrics to actively manage the performance of IT and guarantee that services are delivered as specified. Through bringing standardisation into the requirements process ITSM enables companies to develop frameworks of tools that are far better focussed on specific needs and provide the capacity for more seamless interworking between suites of tools. This standardised approach ensures that geographically diverse teams can simply and securely leverage essential resources and benefit from the rich functionality they provide regardless of location. The emergence of standardised components is helping companies to gravitate away from costly bespoke solutions to individual business requirements. They can now benefit from industrial/modular solutions that leverage re-usable components capable of minimising complexity, driving down cost and reducing the diversity required in the system estate to support key business requirements. As ITSM and ITIL enable IT departments to focus on what the business really needs the greater rigour required, not just of the supplier but of the supplier/customer relationship, helps to ensure greater clarity between the business and the supplier regarding the service provided. This helps to improve customer satisfaction and efficiency as the customer is receiving the service that they really need. 3.3 The single service platform Companies that choose to migrate to a single service platform are able to take advantage of services that are developed independently of the access mechanism. It makes service management easier as they only have to do it once and they can then benefit from a single network, a single IT infrastructure and a single service management strategy. The single service platform approach enables companies to effortlessly converge broadband and fixed/mobile information using an IT infrastructure with comprehensive global presence. The international multimedia news agency, Reuters, is one company that has recently implemented a major business transformation project that supports an open, industry standard communications platform. The BT designed and implemented solution leverages a range of fully managed services that have helped the company to introduce new working methods and streamline business processes. The services are fully scalable and provide the critical communications services necessary for a range of networked business applications. 3.4 Robust functionality The solution has enabled Reuters to extend its LAN capabilities so that dispersed locations appear as a single entity and users can take advantage of application sharing across company sites. The robust functionality of the service ensures that Reuters benefits from services that support collaborative working among the workforce and benefit from greatly enhanced real-time business continuity and disaster recovery capabilities. BT s solution has enabled Reuters to rationalise connectivity and bandwidth to best suit its own business requirements as well as being the enabler for significant cost reduction. As a global information company it has also enabled Reuters to introduce increased functionality that enables customers to easily and costeffectively search for and access information and integrate it with other content. As a leading provider of content, analytics, trading and messaging capability to the world s financial institutions Reuters needed to ensure that such a solution would provide the necessary security and integrity of data expected from a globally recognised provider. BT s fully-managed solution provides the capacity for the replication and mirroring of information between data centres handling critical financial transactions and customer information. Backed up by extensive, multi-lingual, 24/7 support from regional service centres, BT s solution not only enhanced Reuters business efficiency, but also enabled it to more easily satisfy its data storage and distribution compliance requirements.
7 3.5 Meeting the need for integrated business solutions As the Reuters example illustrates, there are a number of ways in which technological solutions can enhance, simplify and reduce the cost of carrying out key business activities. Yet it is vitally important to recognise that for technology solutions to be truly effective it is essential that they form part of an integrated business solution to fulfil their potential. Today s ITSM/ITIL solutions represent much more than just a telecommunications service, they represent an opportunity to implement the infrastructure that will allow companies to thrive in the digital networked economy through a converged offering of voice, video and data. Here at BT we have developed the roadmap and are well on our way towards a converged and modularised service offering, for networked IT services. It will enable our customers to manage their global IT infrastructure in a manner that is simple, complete and integrated into their business needs. 7
8 4 BT and the customer-centric approach As a service provider, BT is fully committed to improving the customer experience in an effort to ensure that every interaction is simple, accurate and places control firmly in the hands of the customer. As a consequence, we build into our approach to service a relentless determination to look at everything from the eyes of the customer, with a view to providing the optimum customer experience. We aim to provide customers with the capabilities to get the most out of their personal and business activities and benefit from the highest levels of customer service. 4.1 What the best do differently We recognise that the best service providers pay close attention to their customers and aim to ensure that our approach encapsulates: A fanatical focus on customers we listen to them and respond to them. A fanatical focus on employees we listen to them and respond to them. Inspirational, risk-taking, passionate and innovative leadership. A clear mission, strategy and culture to support improved customer experience. An understanding that customer experience is more than just providing a contact centre. Using technology effectively to support the whole customer experience rather than allow it to take over and drive that experience. A commitment to ensure that processes deliver a holistic customer experience. A keen understanding that customer service is an investment not a cost. A realisation that CRM is more than just technology. Support for our people to enable them to realise their full potential and differentiate service through their innovation and intelligence. An embracing of innovation. Early market entry with innovative new business models. Using customer data to change the way we do business. Measuring what matters to the customer, not simply profit and loss. In order to achieve our ambitious goals we follow a rigorous methodology. Firstly, and perhaps most importantly, we concentrate on customer outcomes. We closely examine the effectiveness of the customer contact, for example, I only needed to call once to get my problem resolved, rather than focusing on the cost savings of the interaction. Secondly, we trace the customer s journey across BT s various processes, which helps to identify which service capabilities and products have been called upon to realise a customer experience. And finally, we use hothouses to develop new or improved service capabilities that help refine the customer experience. Through using hothouses, which bring together all of the relevant stakeholders, including BT staff, suppliers and customers for intensive, collaborative sessions, we are able to identify where improvements can be made and enhance the overall experience enjoyed by our customers. 4.2 At the forefront of innovation BT is, and has been for a number of years, at the forefront of providing innovative business solutions for its global customer base. Our strategy is to become the global supplier of choice for major business customers seeking robust, secure and highly functional networked IT services. The ongoing construction of our all-ip 21st Century Network, which is capable of providing the infrastructure for converged services backed-up by global presence, is the outcome of, but not the framework for, our thinking in terms of innovation. BT is, and always has been, an innovator and it is this capacity for and history of innovation that gives us our unique advantage. In the last year or so, we have been developing a new approach to innovation based on open principles, which focuses on turning innovation into value. Our aim is to provide ITSM and ITIL solutions based upon standard, repeatable components that provide the following benefits: Accelerated delivery: Through re-use of modular components for large and complex contracts. Consistency of service: Enabling every part of an organisation to speak ITIL will ensure that across business units and geographies companies can speak the same language with customers. Better and more transparent communications with customers: Using a single consistent language for interfacing with our customers will cut down misunderstandings and enhance the positive customer experience. Lower cost base: Using ITIL is an important enabler in our strategy of building re-usable modular components to serve our customers and reduce their costs in a competitive market. 8
9 4.3 Providing customised solutions It is through our capacity to marry our renowned networking capability with our highly-developed solutions business to provide clients with customised solutions that extend past transport layer, to include IT services, CRM and application management and outsourcing that sets BT apart from other providers. We achieve this through leveraging our broad skills in network design, seamless service management, local language support and capacity to integrate third party capabilities where they are needed. We also deploy many of the most advanced IT solutions we have developed for internal use in our drive to provide the highest level of functionality and service to our clients. As a global service provider with an acknowledged reputation for excellence in both network management provision and systems integration capabilities we are now focused on building a best practice IT services business. To this end we have formed an alliance with Hewlett Packard (HP) that will enable us to combine networking and IT services into a single service capability. By doing so we will be able to offer customers a standard, end-to-end integrated service that goes beyond IT stitched onto a networks solution or networks stitched onto an IT solution. 4.4 Integrated services architecture Working alongside HP we have developed an innovative, integrated services architecture (ISA) to ensure end-to-end quality and integrity of data across the client s joined infrastructure. Using ITIL as a common language, BT and HP have now aligned ten processes and implemented an automated ticket exchange to support the integrated incident management process between both companies, an example of business-to-business bonding that uses the principles and language of ITIL, but also goes beyond it. In a bold move, we merged our systems integration and networks services organisations in the summer of 2005, which has enabled us to implement six key enablers that will allow us to deliver a robust integrated service offering. 1. Standardising our ITIL offering: Many BT employees have been trained in ITIL and we are assembling skills communities, through the use of a standard skills capture tool, which will enable us to more consistently identify and leverage the skills of our people. 2. Achieve ISO/IEC registration: We have already implemented best practice at the request of some of our major customers, such as the UK National Health Service and have already achieved registration as far as our IT operations are concerned for service supplied to a number of European countries. 3. Develop standard ITIL-based processes: Our experience of implementing ITIL best practices for major customers has allowed us to develop a series of standard ITIL processes that can be integrated into the process management framework. This will allow us to achieve a single way of doing things across both IT and network services. 4. Develop the systems to enable effective process implementation: We are developing a systems architecture for the delivery of integrated services, using mainly New Generation Operations Systems and Software (NGOSS) principles, based on the process requirements from both ITIL and enhanced Telecoms Operations Map (e-tom). 5. Embed ITIL into our portfolio development: we aim to place ITIL at the heart of our portfolio offering and as a consequence are building it in to our products and services 6. Develop our people s skills and engage them in the change: We aim to develop our people s skills through the skills communities we have established so they are capable of meeting the networked IT services requirements of our customers. We have established a major change programme to develop a New Breed of Services Organisation through leveraging a formal change management methodology that will help to ensure that this transformation delivers the expected results. 4.5 Investing in customer service An indication of BT s commitment to providing the highest levels of customer satisfaction is the amount of investment that we have committed to improving our portfolio of services. In the past year more than 90m have been invested on improved CRM infrastructure, enhanced network availability and improved service processes. We employ more than 14,000 highly skilled service and technical professionals located in more than 170 countries worldwide and every year we gather feedback from more than 30,000 corporate and government clients on how we are performing. The information we receive drives our focus on improving performance in the areas that matter most to our customers, ranging from initial customer engagement to planning, delivery, commissioning, billing and support. Every action that we take as a result of this extensive performance monitoring is closely examined by our senior managers to ensure that service levels are maintained and enhanced where possible. The end result of this commitment to the highest levels of service is reflected in our recent performance figures. In the past year we have achieved per cent network availability performance, delivered 95 per cent of 40,000 orders per month by the customer committed date and cleared 95 per cent of severity 1 faults within the specified SLA. The strength of our commitment to improving customer satisfaction has been recognised by both our customers and the industry, with BT receiving several awards and accolades from industry analysts and recognised service institutions. 9
10 5 Conclusion About BT For companies and organisations seeking to thrive in the digital networked economy the emergence of fully integrated network and IT services solutions represent a significant opportunity to reduce cost, improve business performance and minimise the complexity of managing multiple forms of communication. In a rapidly evolving business environment that is increasingly encompassing dynamic horizontal working relationships, the capacity to speak in a common business language is becoming a pre-requisite for success. BT s strategy of providing ITSM services complemented by robust ITIL solutions and supported by an integrated service architecture will help its customers respond effectively to the demands of the 21st Century customer. The rich functionality of our portfolio, combined with our renowned commitment to customer service and industry-recognised network and applications expertise, will enable our customers to manage their global IT infrastructure in a manner that is simple, complete and integrated into their specific business needs. BT is one of the world s leading providers of communications solutions and services operating in 170 countries. Its principal activities include networked IT services, local, national and international telecommunications services, and higher-value broadband and internet products and services. BT consists principally of four lines of business: BT Global Services, Openreach, BT Retail and BT Wholesale. We view our approach to customer service as one of our most important weapons in an evolving business environment. We don t see ourselves as a technology business; we re a people business and as a result aim to deliver services that truly measure-up to our brand values. By designing everything around the needs of our customers we help them succeed in the digital networked economy on their own terms. 10
11 About the Author References Roel Louwhoff President Customer Service and Network Operations, BT Global Services Roel Louwhoff is responsible for the BT customer experience throughout Europe, Asia-Pacific and the Americas. Leading a global team of 14,000 people, Roel views his remit as driving up customer satisfaction whilst providing a consistent experience for BT s customers and reducing customer dissatisfaction to worldclass levels where the customer experience is reflected in value for money. Roel has set himself and his team a clear goal for BT to be recognised within the next two years as an industry leader providing world-class customer service. 1 Shaw C and Ivens J: Building Great Customer Experiences, Palgrave Macmillan (2002). 2 The digital networked economy Communication has always defined how business works. We are now entering a new age where the information systems that have already transformed how we work can now interconnect. Through their interaction they are creating new opportunities, changing customer expectations and redefining how businesses can organise themselves and their assets. Low cost broadband connections mean this power is reaching into every aspect of international life, and transforming the global economy. This is the digital networked economy. Because BT s business has always been about bringing people together, bridging gaps between systems and locations, enabling communication and interaction, we bring a unique perspective to the challenges of working in this economy. 3 Information Technology Integrated Library is a framework of best practice approaches to delivering high-quality IT services. It represents an extensive set of supplier-independent management procedures that are intended to support businesses in achieving quality and value for money from IT operations and providing guidance across infrastructure, development and operations. 11
12 Offices worldwide The services described in this publication are subject to availability and may be modified from time to time. Services and equipment are provided subject to British Telecommunications plc s respective standard conditions of contract. Nothing in this publication forms any part of any contract. British Telecommunications plc 2007 Registered office: 81 Newgate Street, London. EC1A 7AJ Registered in England No Designed by Unigraph Limited 22853/01/07. Printed in England. PHME 51962
Making Contact Centres Efficient. Meet the needs of your customers and your business
Making Contact Centres Efficient Meet the needs of your customers and your business Customers are different these days Customers today are far more demanding than five years ago. They expect you to be
More informationExceed customer expectations
BT and Avaya Exceed customer expectations Customers expect easy access to your services wherever they are, at any time, through any device. Their expectations are high, but organisations need to be careful
More informationGLOBAL Service Desk. From Computacenter
From Computacenter CONTENTS 03 04 05 06 07 08 09 11 First class; all the way Great expectations Safety in numbers Choice and flexibility Our next generation service desk Why Computacenter Our customer
More informationOPPORTUNITIES HOSTED SOLUTIONS THAT HELP YOU INCREASE MARGINS AND TAKE ADVANTAGE OF NEW SALES IT S THE CLOUD, ONLY CLEARER WE MAKE IT POSSIBLE
SOLUTIONS THAT HELP YOU INCREASE MARGINS AND TAKE ADVANTAGE OF NEW SALES OPPORTUNITIES IT S THE CLOUD, ONLY CLEARER THE CLOUD IS RESHAPING THE FUTURE OF Hosted applications such as IP Centrex, SIP Trunking
More informationStreamline and enhance the way you work
Streamline and enhance the way you work bt.com More Connections. More Possibilities. A better way In the past businesses learned to work the hard way. They often operated with people in little islands,
More informationOutsourcing customer contact
Outsourcing customer contact Complete service YOU NEED TO INVEST IN GOOD PEOPLE AND THE RIGHT TECHNOLOGIES AND INFRASTRUCTURE Outsourcing customer contact No-one in business today needs persuading of the
More informationHealth Care Solutions
Health Care Solutions Increase Service Levels, Meet Expectations A Unified Approach to Health Care Automation Processes Hospitals, clinics, extended care facilities, and physician s offices are facing
More informationBT Payments and Transactions Professional Services Package for Merchant Acquiring
Bringing it all together BT Payments and Transactions Professional Services Package for Merchant Acquiring The payments landscape is a changing one, characterised by globalisation, regulation, new technology
More informationIT Services. Capita Private Cloud. Cloud potential unleashed
IT Services Capita Private Cloud Cloud potential unleashed Cloud computing at its best Cloud is fast becoming an integral part of every IT strategy. It reduces cost and complexity, whilst bringing freedom,
More informationVodafone Global Supplier Management
Vodafone Global Supplier Management Vodafone Global Enterprise One global communications supplier for streamlined processes, reduced costs and fully centralised management. Vodafone Power to you 78% of
More informationBT Contact Centre Efficiency Quick Start Service
BT Contact Centre Efficiency Quick Start Service The BT Contact Centre Efficiency (CCE) Quick Start service enables organisations to understand how efficiently their contact centres are performing. It
More informationBT BUSINESS PARTNER SALES.
BT BUSINESS PARTNER SALES. INTERESTED IN BECOMING A BT BUSINESS PARTNER? PARTNER SALES PROPOSITION 2014/15. ADDING VALUE EXTENDING REACH. Look at this great proposition. CONTENTS. 1. BT BUSINESS PARTNER
More informationLCS Quick Start Service
BT s Quick Start service is a set of engagements that will enable you to deploy Microsoft Office Live Communications Server 2005 (LCS) into your network, providing an enterprise-grade, real-time communication
More informationBT Unified Trading communication. The Future Delivered
BT Unified Trading communication The Future Delivered BT Unified Trading With BT Unified Trading, BT has set the benchmark for the next decade by bringing to market a powerful, cost-effective, software-based
More informationA Ready Business has total visibility and control. Seamlessly manage your global telecommuncations in a secure environment
A Ready Business has total visibility and control Seamlessly manage your global telecommuncations in a secure environment 2 We live in a world of rapid and unpredictable change 22% Only 22% of businesses
More informationENABLE ENHANCE EXCEL www.layerv.co.uk
ENABLE ENHANCE EXCEL ABOUT US LayerV is an IT consultancy and end-to-end cloud service provider. We deliver winning IT strategies to help companies generate new value and manage technological change throughout
More informationExceeding customer expectations in Ireland
BT and Avaya Exceeding customer expectations in Ireland Customers expect easy access to your services wherever they are, at any time, through any device. Their expectations are high, but organisations
More informationAn Introduction to SIP
SIP trunking, simply put, is a way for you to accomplish something that you already do, for less money, with equal or better quality, and with greater functionality. A Guide to SIP V4 An Introduction to
More informationThe Benefits of ICT. June 2007 GP.C.PDF.07.E.1115.1
The Benefits of ICT June 2007 GP.C.PDF.07.E.1115.1 The Benefits of ICT Help You Connect, Collaborate and Compete A strong ICT (information and communications technology) strategy is pivotal to competitive
More information, Head of IT Strategy and Architecture. Application and Integration Strategy
IT Strategy and Architecture Application DOCUMENT CONTROL Document Owner Document Author, Head of IT Strategy and Architecture, Enterprise Architect Current Version 1.2 Issue Date 01/03/2013 VERSION CONTROL
More informationCASE STUDY: Land Registry SECTOR: Government Land Registry win itsmf Service Management Team of the Year Award
CASE STUDY: Land Registry SECTOR: Government Land Registry win itsmf Service Management Team of the Year Award MSM integrated IT Service Management software solutions have been adopted by organisations
More informationData Center Solutions
Data Center Solutions New Data Center Challenges Require New Solutions Data Center Architecture. Inside and Out. Data centers are mission-critical facilities. A silo-based approach to designing, deploying
More informationSmart Data Center Solutions
Smart Data Center Solutions New Data Center Challenges Require New Solutions Data Center Architecture. Inside and Out. Data centers are mission-critical facilities. A silo-based approach to designing,
More informationSOA Testing Services. Enabling Business Agility and Digital Transformation
SOA Testing Services Enabling Business Agility and Digital Transformation Getting Value From Service Oriented Architecture (SOA) Many organisations have chosen a Service Oriented Architecture (SOA) middleware
More informationLeveraging the Private Cloud for Competitive Advantage
Leveraging the Private Cloud for Competitive Advantage Introduction While it is universally accepted that organisations will leverage cloud solutions to service their IT needs, there is a lack of clarity
More informationBT Unified Trading collaboration
BT Unified Trading collaboration Today s markets are facing unprecedented challenges & demands In order to survive and flourish in today s harsh economic climate firms need to enable better collaboration
More informationThe Case for Business Process Management
Jeremy Westerman, Senior Product Marketing Manager for BPM Business process management (BPM) has dramatic business and technology effects. It provides organizations with the ability to save money, save
More informationThe Case for Business Process Management
The Case for Business Process Management Executive Summary Each company s unique way of doing business is captured in its business processes. For this reason, business processes are rapidly becoming the
More informationMy Experience. Serve Users in a Way that Serves the Business.
Infrastructure Services the way we do it My Experience Serve Users in a Way that Serves the Business. A Smarter Strategy for Empowering Users IT has entered a new era, and CIOs need to perform a delicate
More informationCustomer centric transformation for next generation customer service CUSTOMER CENTRICITY
Social Mobile Data CUSTOMER CENTRICITY Cyber security Cloud Customer centric transformation for next generation customer service Solutions and services for improving customer focus and satisfaction across
More informationBT Managed Mobile Service. Increased mobility, greater control
BT Managed Mobile Service Increased mobility, greater control Increased mobility should mean greater opportunities, not a bigger headache. More flexible working practices can boost efficiency, increase
More informationONLINE SERVICES. Business and ICT Service Delivery Redefined
ONLINE SERVICES Business and ICT Service Delivery Redefined RULES AND ROLES Even ten years ago, the rules and roles which governed the provision of ICT business services were very different. Business demands
More informationWHOLESALE SIP TRUNKING
1 WE MAKE IT POSSIBLE The dawn of a new era of communications BT Wholesale s how new technology can bring new opportunities. 2 The dawn of a new era of communications The world of communications is changing,
More informationHP Service Manager software
HP Service Manager software The HP next generation IT Service Management solution is the industry leading consolidated IT service desk. Brochure HP Service Manager: Setting the standard for IT Service
More informationHow To Be An Integrated Omnichannel Retailer
OMNICHANNEL RETAILING: FROM VISION TO REALITY Exploring how to meet the critical need for bringing superior anytime, anywhere shopping journeys to life For more information visit ncr.com or contact us
More informationOVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL
OVERVIEW OPTUS CONTACT CENTRE SOLUTIONS BE A GREAT PLACE TO CALL CONTENTS FRIENDLY VOICES, FRIENDLY SERVICES 01 NETWORK HOSTED CONTACT CENTRE SOLUTIONS 02 CUSTOMER INTERACTION AND EXPERIENCE SOLUTIONS
More informationINFORMATION TECHNOLOGY STRATEGY 2015-2017. Information Technology Services
INFORMATION TECHNOLOGY STRATEGY 2015-2017 Information Technology Services THE VISION FOR INFORMATION TECHNOLOGY AT ANU The Australian National University (ANU) has developed an institution-wide strategy
More informationWe ve enjoyed being with you through the days of the Plain Old Telephone System.
BT One Voice BT One We ve enjoyed being with you through the days of the Plain Old Telephone System. Over the years we ve supported your phone lines, your private branch exchanges and your calls. Now we
More informationIT Enterprise Services
IT Enterprise Services Capita Private Cloud Agile Infrastructure-as-a-Service (IaaS) Cloud potential unleashed Cloud computing at its best Cloud is now an integral part of every IT strategy. It reduces
More informationMake your workplace really work
Make your workplace really work Avanade Communications and Collaboration Solutions A study by Forrester* notes that 59% of workers said they would save more than 15 minutes per day using technologies that
More informationGlobal Mobility Outsourcing
Vodafone Global Enterprise Global Mobility Outsourcing Whitepaper Vodafone Global Enterprise The bottom line: By 2012, the number of mobile workers is expected to reach one billion worldwide (Source IDC,
More informationindustrialized delivered globally via Atos Right-Fit outcomes-based Application Management Your business technologists.
industrialized outcomes-based Application Management delivered globally via Atos Right-Fit Your business technologists. Powering progress Managing the cost of change Telecom companies have been cutting
More informationA risky business. Why you can t afford to gamble on the resilience of business-critical infrastructure
A risky business Why you can t afford to gamble on the resilience of business-critical infrastructure Banking on a computer system that never fails? Recent failures in the retail banking system show how
More informationLogicalis Unified Communications and Collaboration. Collaborate anytime, anywhere, on any device
Logicalis Unified Communications and Collaboration Collaborate anytime, anywhere, on any device Logicalis Unified Communications and Collaboration Solutions & Services Are you struggling to support today
More informationTransform your customer relationships. Avanade Enterprise CRM Solutions
Transform your customer relationships Avanade Enterprise CRM Solutions Avanade has deployed more Microsoft Dynamics CRM solutions than any other organization in the world. Our CRM experts utilize our global
More informationVisit talktalkbusiness.co.uk. Call 0800 954 5707. Email enquiries@talktalkbusiness.co.uk
By choosing Avaya and TalkTalk Business your business will benefit from market leading IP Telephony and the UK s most available Next Generation Network to deliver the ultimate one stop shop. Avaya s unique
More informationGood things come to those who don t wait. Why banks need to transform their operations sooner rather than later
Good things come to those who don t wait Why banks need to transform their operations sooner rather than later A proprietary system is, in a sense, obsolete the day it is built. Anthony Thomson, Chairman
More informationThe Short-Term Insurance Industry: Organising by Common Capability
The Short-Term Insurance Industry: Organising by Common Capability How and why short-term insurance organisations are consolidating common capabilities Contents Introduction 3 Legacy Organisational Structures
More informationAchieve full value from your applications. Avanade Application Development Solutions
Achieve full value from your applications Avanade Application Development Solutions We have developed a commercial-grade software development factory that I would stack up against any commercial software
More informationAutomation without compromise
Automation without compromise Automation without compromise Most people believe automation delivers cost savings at the customer's expense. We disagree. Our automated solutions will save you money and
More informationThe butterfly effect. How smart technology is set to completely transform utilities
How smart technology is set to completely transform utilities An era of unprecedented change Utility companies operate in one of the most complex, high profile, regulated and politically charged sectors.
More informationHOSTED CONTACT CENTRES
1 WE MAKE IT POSSIBLE Easy access to cloud contact centre technology With cutting-edge cloud technology, BT Wholesale is committed to providing innovation. 2 Overcoming contact centre challenges Contact
More informationTech deficit. June 2014
Tech deficit June 2014 Executive Summary Breaking into new markets, meeting customer requirements and increasing profitability are key objectives for all companies. Efficient and adaptable technology is
More informationDouglas County School District. Information Technology. Strategic Plan 2014-17
Douglas County School District Information Technology Strategic Plan 2014-17 Introduction About the Strategic Plan About the Division The goal of the Douglas County School District is to prepare students
More informationCisco Remote Management Services for Financial Services
Cisco Remote Management Services for Financial Services The global financial services industry continues to evolve to adjust to a shifting market landscape and increased customer expectations. With demand
More information_experience the commitment TM. Seek service, not just servers
The complete cloud Creating and preserving cloud savings, security and service quality transition planning and service management ABOUT THIS PAPER Creating and preserving cloud infrastructure savings,
More informationDIGITAL STRATEGY 2014-2017
DIGITAL STRATEGY 2014-2017 Digital Strategy CONTENTS Introduction 1 Our Vision 3 Benefits 5 Our Digital Design Principles 6 Our Strategy 8 Our Key Enablers 11 INTRODUCTION SFRS uses digital technology
More informationHow To Manage An Ip Telephony Service For A Business
Enabling organisations to focus on core revenue generating activities Your business needs reliable, flexible and secure communication tools to enable better connectivity and collaboration with your employees,
More informationCorporate Strategy 2015 2020
168982 Corporate Strategy 2015 2020 Corporate Strategy 2015 2020 Our strategy recognises that better services to learners will benefit higher education providers; and that better services for higher education
More informationTelecommunications: Moving forward in uncertain times
Telecommunications: Moving forward in uncertain times How Elix-IRR can help telecoms organisations overcome disruptive trends and improve returns on investment About Elix-IRR Elix-IRR is a strategic advisory
More informationLITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION
LITTLE BLACK BOOK CONTACT CENTRE & CUSTOMER COLLABORATION WHAT DO CUSTOMERS WANT FROM CONTACT CENTRES 41 % % % Person who answers the phone handles the whole call 40 To be treated as a valued customer
More informationYour Guide to Navigating the Cloud. www.ukcloudalliance.co.uk
Your Guide to Navigating the Cloud www.ukcloudalliance.co.uk 0800 138 4443 Sharing knowledge, ideas and innovation Welcome to the UK Cloud Alliance. Medium sized UK companies tell us they want the best
More informationSpecialist Cloud Services Lot 4 Cloud Printing and Imaging Consultancy Services
Specialist Cloud Services Lot 4 Cloud Printing and Imaging Consultancy Services Page 1 1 Contents 1 Contents... 2 2 Transcend360 Introduction... 3 3 Service overview... 4 3.1 Service introduction... 4
More informationDelivering peace of mind in outsourcing
> Delivering peace of mind in outsourcing How to increase enterprise performance when outsourcing mission critical systems www.thalesgroup.com/security-services AND >> PERFORMANCE OUTSOURCING OF MISSION
More informationSpecialist Cloud Services Lot 4 Cloud EDRM Consultancy Services
Specialist Cloud Services Lot 4 Cloud EDRM Consultancy Services Page 1 1 Contents 1 Contents... 2 2 Transcend360 Introduction... 3 3 Service overview... 4 3.1 Service introduction... 4 3.2 Service description...
More information+44 (0) 1189 908 0850 partners@voxclever.net www.voxclever.com
ENTERPRISE CLOUD COMMUNICATIONS: AN INTRODUCTORY OVERVIEW +44 (0) 1189 908 0850 partners@voxclever.net www.voxclever.com Table of Contents Why choose us?... 2 How do we help?... 2 Product as a Service...
More informationNokia Siemens Networks Total Expertise for Customer Experience driven OSS Transformation
Nokia Siemens Networks Total Expertise for Customer Experience driven OSS Transformation 2/2 Nokia Siemens Networks Managed Services Total Expertise provides a complete range of experts, processes, tools
More informationJourney to 3rd Platform Digital Customer Experience
Vendor Spotlight Journey to 3rd Platform Digital Customer Experience Sponsored by: Genesys Telecommunications Laboratories Jason Andersson May 2014 COMPETING ON THE 3RD PLATFORM The ICT industry is in
More informationIT Services. We re the IT in OrganIsaTion. Large Organisations
IT Services. We re the IT in OrganIsaTion Large Organisations IT for Large Organisations. As the world of business technology has changed, so have we. From designing, building and optimising tailored
More informationManaged Network Services
Managed Network Services Delivering innovative network data services to business NETWOR Communications are an essential and integral part of any IT strategy and are as important as the systems and processes
More informationChange is Good. By K. Yates. Figure 1: Why converged communications matters. IT/Telecom used to generate Enterprise top line growth
Change is Good By K. Yates The past 10 to 15 years have seen a shift in how executives view IT/telecom infrastructure. In the 1990s, executives managed IT/telecom to reduce its cost; in the early to mid-2000s,
More informationEXPERTISE AN INNOVATIVE PROGRAMME ENABLING YOU TO LEVERAGE BT S CISCO RELATIONSHIP AND TO STIMULATE REVENUE
1 WE MAKE IT POSSIBLE AN INNOVATIVE PROGRAMME ENABLING YOU TO LEVERAGE BT S CISCO RELATIONSHIP AND EXPERTISE TO STIMULATE REVENUE Join with BT Wholesale and Cisco to go Beyond Connectivity with the BTW
More informationBT IP Exchange helps mobile operators accelerate VoLTE deployment
Mobile operators face a huge task: the longterm evolution (LTE) of technology already drives a commercial revolution in the way networks are deployed and interconnected and the way services are launched
More informationBBC Technology Strategy
BBC Technology Strategy Issued: January 2010 For more information contact: Spencer.piggott@bbc.co.uk Copyright 2010 BBC All Rights Reserved TECHNOLOGY STRATEGY Introduction This paper defines the BBC s
More informationHP Services Global Service Desk with esupport. Innovative technology and business processes that transform IT support for your employees
HP Services Global Service Desk with esupport Innovative technology and business processes that transform IT support for your employees Positioned in Leaders quadrant in Gartner s 2004 Magic Quadrant for
More informationHiPath Managed Services. Communications Management Simplified. www.hipath.com
HiPath Managed Services. Communications Management Simplified. www.hipath.com Optimized communications management. With HiPath Managed Services. The dawn of the third Millennium is ushering in a new era
More informationApplication management services that power business transformation
SOLUTION MAP Application management services that power business transformation Protecting business reputation and revenue through superior application performance Application management for IT and business
More informationNext Generation Video Conferencing
WHITE PAPER Next Generation Video Conferencing Boosting Productivity of the Decentralized Workforce By Debra Chin Senior Vice President Palmer Research May 2011 This Palmer Research White Paper was commissioned
More informationBT Managed Mobile Service. Increased mobility, greater control
BT Managed Mobile Service Increased mobility, greater control Increased mobility should mean greater opportunities not a bigger headache More flexible working practices can boost efficiency, increase customer
More informationBT Quick Starts for Retail Banking Customers
BT Quick Starts for Retail Banking Customers An overview of BT s Quick Start services The retail banking industry continues to be heavily influenced by national and international issues including tax regimes,
More informationStrategy and Tactics to Achieve Effective IT Governance
Strategy and Tactics to Achieve Effective IT Governance By Kerry Litten BT Senior Principal BT Compute Services that adapt Introduction IT governance is currently a hot topic and has been for some time.
More informationEnterprise Mobility Empowered by Logicalis / Cisco / Citrix
1 The vitality of your business depends on enterprise mobility. The way we work has changed. So has the way your workers work. Mobile technology now touches almost every aspect of our daily lives. From
More informationBusiness Process Outsourcing Driving efficiency and growth. essential for banking
essential for banking Business Process Outsourcing Driving efficiency and growth Avaloq enables banks and wealth managers to: Achieve operational excellence while differentiating on products and services
More informationBusiness Intelligence
S2 Connecting Customers Business Intelligence Microsoft and the Microsoft logo are registered trademarks and/or trademarks of the Microsoft Corporation in the US and/or other countries. 2001 Microsoft
More informationCisco Enterprise Services. Expertise, Innovation, and Strategies to Accelerate Your Business Success
Cisco Enterprise Services Expertise, Innovation, and Strategies to Accelerate Your Business Success Maximizing technology and business ROI Advanced technologies have the ability to transform the way businesses
More informationIT Enterprise Services
IT Enterprise Services Local government Empowering people through technology Your drive to transform Your drive to transform Modernising local government services is high on everyone s agenda. Innovation
More informationUSING THE CLOUD FOR BUSINESS TRANSFORMATION AVAYA CLOUD SOLUTIONS DELIVERED BY BT WHOLESALE
1 USING THE CLOUD FOR BUSINESS TRANSFORMATION 2 Using the cloud for business transformation Life is tough out there. As one of our valued Avaya channel partners, we want to make it easier for you. We realise
More informationInformation Services Strategy 2011-2013
Information Services Strategy Issue 1 1 Introduction The States of Jersey public sector is facing significant pressure for efficiencies and savings. This has created the context to take a fresh look at
More informationThe Service Desk Manager is responsible for the performance of the Service Desk down to the individual level.
Job title Department Reporting to K&T Service Desk Manager Knowledge and Technology (K&T) Head of K&T Operational Services Summary of role This role will operate across several BHF sites, primarily Greater
More informationARCHITECTURE SERVICES. G-CLOUD SERVICE DEFINITION.
ARCHITECTURE SERVICES. G-CLOUD SERVICE DEFINITION. Table of contents 1 Introduction...3 2 Architecture Services...4 2.1 Enterprise Architecture Services...5 2.2 Solution Architecture Services...6 2.3 Service
More informationWhitepaper. Managed Services in the 21 st century
Whitepaper Managed Services in the 21 st century Managed Services in the 21 st century How to optimise cloud benefits and reduce costs with Hybrid Managed Services One of the great benefits of the cloud
More informationDigital Customer Experience
Digital Customer Experience Digital. Two steps ahead Digital. Two steps ahead Organizations are challenged to deliver a digital promise to their customers. The move to digital is led by customers who are
More informationBT for Retail. Supply chain solutions for omni-channel success
BT for Retail Supply chain solutions for omni-channel success While customer experience rightly gets a lot of attention, the forgotten front of omni-channel retailing is the supply chain. It is here that
More informationBusiness Partner Program Guide
Business Partner Program Guide Business Challenges Require New Solutions A Comprehensive Approach to Partnering for Success. Panduit introduces an exciting program designed to help you become a better
More informationBEST PRACTICES RESEARCH
2013 Frost & Sullivan 1 We Accelerate Growth Customer Value Leadership Video Collaboration Europe, 2013 Frost & Sullivan s Global Research Platform Frost & Sullivan is in its 50th year of business with
More informationOPENREACH SET TO DELIVER CUSTOMER SERVICE TRANSFORMATION WITH AMDOCS CONSULTANCY
AMDOCS CUSTOMER success story OPENREACH SET TO DELIVER CUSTOMER SERVICE TRANSFORMATION WITH AMDOCS CONSULTANCY We wanted a partner that would talk straight with us, and that s exactly the Amdocs approach.
More informationA Common Network Management Solution Transforming the OSS
White Paper A Common Network Management Solution Transforming the OSS Executive Summary Over the years, as services have evolved, service provider networks have grown into highly complex islands of infrastructure
More informationHelping our clients win in the changing world of work:
Helping our clients win in the changing world of work: Recruitment Process: Why Outsource? A Manpower Insights Paper The future of RPO looks strong despite or perhaps aided by the current global recession.
More informationHead of CIO Office Information Services
Head of CIO Office Information Services Reporting to: Chief Information Officer Salary: Grade 6-47,787-57,031 per annum (pro rata) depending on skills and experience. Salary progression beyond this scale
More informationTelecoms: Migration to the Cloud?
Telecoms: Migration to audit consulting strategy management integration implementation support Author Jonathan Sharp Sales & Marketing Director Britannic Technologies Telecoms: Migration to Realise the
More information