Submitted to: Service Definition Document for Service Desk for IT Infrastructure Management Services

Transcription

1 Submitted to: Service Definition Document for Service Desk for IT Infrastructure Management Services

2 Table of Contents 1. Service Description Service Definition Coverage Supported Releases & Versions Support levels Available: Service Level Agreement Options Available Delivery Model & respective engagement models Consulting services Activities list Zensar Differentiators Benefits to Customers Partnership and Alliances Support Process and Methodology... 6 Page 2 w w w. z e n s a r. c o m

3 1. Service Description 1.1. Service Definition Zensar s service desk operations lifecycle covers end to end Service Desk operations, which includes: Assessment Planning and implementation services This service is securely integrated with ITIL processes and all the implementations and operations involve ITIL v3 complaint tools and techniques Coverage The Service desk support services can be provided to the customers under the following support windows: 24 x 7 8 x 5 16 x 5 The implementation assignment comprises of: Assessment and Design 4 weeks engagement. Implementation The implementation service will be post assessment, design and implementation. Time will depend on the requirement and size of organization Supported Releases & Versions Following are the ITIL compliant Service Desk tools, which Zensar uses to help their customers achieve their business goals: Sr. No Service Desk Tools Design Implementation Operations Support 1 2 Manage Engine Service Desk Plus BMC Remedy (Incident / Problem / Change / Asset) 3 Front Range Heat X X 4 Track IT X X 5 Altiris Service desk X X Table 1 - Supported Releases and Versions Page 3 w w w. z e n s a r. c o m

4 1.4. Support levels Available: Zensar has demonstrated their service support to its customers in the following skill levels: Resources Support Activities (Task List) L1 resource Basic trouble shooting / Meaningful resolution (FTRs) Proactive monitoring Feedback and clarification Logging of request Information request Periodic reporting L2 resource Configuration changes Analysis of incidents, problems and changes Troubleshooting of performance issues Periodic reporting L3 resource Assessment, Analysis and Design as per requirements Implementation and post implementation support Process improvements, changes and reporting Service Level Agreement Options Following is a sample SLA that Zensar may propose for the assignment that may vary subjected to organizational requirements which can be finalized after due diligence. The call response time would be within 45 seconds. Definition Call Acknowledge Resolution Time SLA KPI Time SLA KPI Critical <=15 minutes 99% 97% 4 hours 99% 97% Urgent <=20 minutes 99% 97% <=8 business hours High <=20 minutes 98% 97% <=8 business hours 99% 97% 98% 97% Medium <=8 hours (1 business day) Low <=8 hours (1 business day) 97% 95% <= 2 business days 97% 90% <= 3 business days 97% 95% 97% 90% Page 4 w w w. z e n s a r. c o m

5 Table 2 - Service Level Agreement Options 1.6. Available Delivery Model & respective engagement models Zensar can provide services to customers under various delivery models: Managed Services For Consulting o Dedicated Model (Onsite) SaaS Model The pricing will be based on the response of the questionnaire provided to the customer, a glimpse of which is mentioned in section Consulting services Activities list Zensar, as a trusted partner to its customers, has been successful in providing consulting services to them for Service desk by identifying the actual requirement and aligning the optimum solutions catering to the business requirements. The consulting services include: Assessment of current services and procedures Gap Analysis based on the standards Evaluation of optimum tool Implementation Services Continuous Service Improvements 1.8. Zensar Differentiators Detailed assessment framework Proven delivery methodology with customer track record Wide spectrum of ITIL assignments from Service Desk improvement to Establishing Service engagement model On site Consulting experience ~ 800 man Months More than 1000 resources have received training on ITIL v3 More than 450 resources are ITIL v3 foundation certified with few of them having ITIL v3 Expert level certification 1.9. Benefits to Customers Reduce Costs o Best-practices approach reduces costs Page 5 w w w. z e n s a r. c o m

6 o o Benefits from tools and training Reduce repetitive incidents SLA accountability Improved Support o CMMI certification, ITIL best practices provide reliable support o Proven model results in efficient and high-quality execution Partnership and Alliances Zensar has alliance with Zoho Corp for Manage Engine Service Desk Plus as reseller and implementation partner. Zoho Corp: Manage Engine Service Desk Plus Benefits to customer o Product expertise o Discounted Software Limitation o No tie up with other software vendors. Geography coverage o India 2. Support Process and Methodology Support process: Page 6 w w w. z e n s a r. c o m

7 Figure 1- Support Process Based on Information Technology Infrastructure Library (ITIL) processes Zensar-Akibia Service Desk will be the single point of contact for users and support groups. Transition Processes: Page 7 w w w. z e n s a r. c o m

8 With over 10,000 man months of experience in handling support services across technologies and platforms, Zensar has developed its own tested & proven methodology. In this section we have addressed the various phases in the methodology to transition the support and stabilize it. Figure 2 - Transition Process Page 8 w w w. z e n s a r. c o m