Production Support Services
|
|
- Frederick Grant
- 8 years ago
- Views:
Transcription
1 Production Support Services
2 e-core: Offsite IT Service Delivery Model e-core s model has been designed to meet the highest quality standards in offsite IT consultancy and development services. It is based on industry standards of IT services management. This document describes the organizational structure, the development process and the communication plan aimed to support the services operation. e-core ( is a Brazilian nearshore application outsourcing company specialized in helping small and medium sized Independent Software Vendors and Software Enabled Companies to increase their productivity and quality by providing IT solutions using an optimum onshore/nearshore engagement model. With wide experience building high performance teams by allocating dedicated teams in our development center in Brazil and exchanging knowledge with customers about methodologies, tools and best-of-breed practices in software development, e-core creates innovative IT solutions that generates great value to our customers. Since 2008 selected as one of the best places to work in Brazil (IT & Telecom) according to Computerworld s annual report, e- Core has a strong global team composed of smart and talented individuals committed to delivering high quality work. Alignment with core values is a pillar for e-core s customerfocused culture. Working at e-core means living these values and being responsible for the success of every client in every interaction and project. Nearshore Methodologies Having attended corporate clients, e-core has acquired expertise in nearshore outsourcing, a variation of the offshore model in which IT services are carried out in a country which is geographically close to the contracting company s headquarters. E-Core offers its clients a highly flexible and optimized nearshore methodology that guarantees complete collaboration between onsite and offsite teams. Without forsaking quality and productivity, e-core s nearshore model blends convenience and efficiency with competitive prices, taking into account that the projects resources can be rationalized and adapted to the clients needs. 2
3 A customer making use of e-core s services can benefit from the already existing Onshore (U.S.A.) and Nearshore (Brazil) structures currently operated by e-core. Brazil offers a series of advantages, such as: Very competitive prices Convenient time-zone (GMT-3: only 2 hours ahead of EST) Cultural similarities Highly qualified labor force Low-risk geopolitical and economic environment Well established and secure infrastructure Talented resources Favorable economic environment Brazil Timezone proximity Cultural compatibility Cost efficiency As a result, each project can be dealt with according to its particular needs, and the presence of professionals at the customer s site can be easily arranged, either for a whole project or for specific activities, like requirements gathering and production deployment. At the same time, the offsite structure can provide high quality services at lower costs, while benefiting from the close relationship with the onsite team. 3
4 PRODUCTION SUPPORT Often overlooked, production support is much more than a phone number for end-users to call. A diversified team is needed, with excellent communication skills, business and technical knowledge. Production Support is commonly seen as a bug-fixing activity, but at e-core we go further: we listen to end-users, understand their needs and transform their requirements into possible enhancements to be analyzed and implemented. We will tailor-make a production support solution that suits your needs in terms of team size, responsibilities, SLAs and deliverables. We split Production Support activities in three different levels: Initial user support, solution without development, solution involving a development team. L1 - Initial user support L2 - Solution without development L3 - Solution involving a development team Level 1 Initial user support This is where support team receives a request from end-users, usually through e- mail, telephone or a web-based tool. The first step is to understand the user s needs. Afterwards, the support team works to solve the problem that has been brought up. The user request can be closed at this stage when it is a system usage problem or when the user has questions about the business process and support experts are able to solve the issue right away. Other possible resolution from this point is when the issue raised needs additional work, consequently it will go from this level to one of the other levels. Level 2 Solution without development In this case, after receiving a request from an end-user, the support experts need to take some additional action, other than basic user guidance. Some examples could be accessing the system with Support Role to perform some action allowed only to the support team, executing DB scripts to create a new entity in the system, creating a custom SQL report to suit user-specific needs or even correcting some small issues through DB scripts. At this level, we will be able to solve user request without involving the development team and without having to deploy a new version of the application. Level 3 Solution involving a development team We will get to this level after a request has been analyzed and our support team verifies that development efforts will be needed, and a new version of the system will have to be deployed. At this level we will prioritize the issues with our client and work on these items according to client needs. Once released in Production, users will be notified that the requested changes have been released. "Developing an event-driven social media network has many moving pieces. However, e-core stepped in to an extremely complicated situation and managed to make sense of it all. We trust e-core to get the job done on time and exceed our expectations. George Beardsley, Chief Strategy Officer Co-Founder UNATION 4
5 SUPPORT PROCESS The basic support process is outlined below: 5
6 During all these phases our team will follow a predefined process in order to log all activities into an issue tracking tool, so that not only our team can have a clear view of what the ongoing activities are at any given moment, but also our client can have access to all the activities being carried out by the support team. Alternatively, e-core can use the customer s own internal tools to carry on these activities. An additional benefit is the building of a knowledge repository that allows similar issues to be solved faster by leveraging findings from previous resolutions. To define all these processes and also team size and structure, we will follow the steps and phases before starting the actual Production Support for your application. You can see the phases below: Discovery phase Inception phase Transition phase Steady state phase During this phase we will gather information about your company s business, systems, IT structure and knowledge about the application to be supported. At the end of this phase we will have a good understanding of your business processes, technical issues, infrastructure and application to be supported. With this data we also will have an idea of team size needed to support your application. During this phase we will start building our team. Our goal is to have our team ready, gather business requirements, lead knowledge transfer sessions and elaborate a transition plan. This plan will contain: Timeline with all scheduled activities Communication plan Responsibility matrix SLAs During this phase we will start with transition activities. We will share with our team the transition plan so they will all be aware of how support activities will be lead. If necessary we will keep updating the team involved on business and technical issues At this point we will have our team and infrastructure ready to support your application and assist your end users with application and business support. Team will be now fully involved with support activities as well as prioritizing bugs and enhancements. 6
7 e-core s Infrastructure Availability Internet Availability: 99.8% Telephone Availability: 99.7% Mean Time to Repair (MTTR): Connection Type Severity 1 Service entirely unavailable Severity 2 Service partially available Severity 3 Service with quality degradation Severity 4 Other problems that do not affect the quality of the services Solution 04 hours 12 hours 24 hours 96 hours Afterword E-Core is ready to offer the highest quality standards in Offsite Software Consultancy Development Services, Quality Assurance and Production Support backed up by its Onshore (U.S.A) and Nearshore (Brazil) sites. Its customer centric approach allows it to tailor its services to each customer s individual needs, including its personnel report structure and its Development Processes. Moreover, e-core has many years of experience with corporate projects for large sized companies, and understands the challenges involved with such environments. All aspects involved with the Offsite Services Delivery, such as communication, technical infrastructure, business understanding and customer relationship have evolved through previous experiences and the expertise developed by e-core can offer a stable and safe choice for your IT requirements. 7
8 CUSTOMERS ADVANTAGES 8
9 e-core Nearshore Application Development Quality Assurance Production Support Contact us: Offices: 50 Main St, Suite 1000 White Plains, NY (914) Londonderry Drive Tampa, FL (813)
Quality Assurance Services
Quality Assurance Services e-core: Offsite IT Service Delivery Model e-core s model has been designed to meet the highest quality standards in offsite IT consultancy and development services. It is based
More informationApplication Development Services
Application Development Services 1 e-core: Offsite IT Service Delivery Model e-core s model has been designed to meet the highest quality standards in offsite IT consultancy and development services. It
More informationSelecting an Outsourcing Partner for Offshoring
Selecting an Outsourcing Partner for Offshoring Avirag Jain TABLE OF CONTENTS 1. Executive Summary.. 1 2. Introduction 2 3. Challenges in the Outsourcing Industry.. 3 4. How to Evaluate Your IT Outsourcing
More informationQUICK FACTS. Modernizing a Retailer s Point-of-Sale System from Off Shore. TEKsystems Global Services Customer Success Stories.
[ Retail, Application Management Outsourcing ] TEKsystems Global Services Customer Success Stories Client Profile Industry: Retail Revenue: Approximately $19 billion Employees: 30,000 Geographic Presence:
More informationVeramark White Paper: Reducing Telecom Costs Why Invoice Management is the Best Place to Start. WhitePaper. We innovate. You benefit.
Veramark White Paper: Reducing Telecom Costs Why Invoice Management is the Best Place to Start WhitePaper We innovate. You benefit. Veramark White Paper: Reducing Telecom Costs Why Invoice Management is
More informationHas Your Organization Out-Grown Your Helpdesk? A guide to determine when your company is at the right stage to shift to a Service Desk.
Has Your Organization Out-Grown Your Helpdesk? A guide to determine when your company is at the right stage to shift to a Service Desk. 1 P a g e Has Your Organization Out-Grown Your Helpdesk? A guide
More informationOffshoring Answers. Organizational Development Factor. Financial and Cost Factor. Skills and Technology Factor
Offshoring Answers Factors that affect the offshore model, Overcoming offshore challenges, Project management tools and testing, & Managing a code repository by Sudesh Nadesan Factors that Affect the Offshore
More informationThe following characteristics are used to identify the severity of a problem report:
APPENDIX-E SERVICE LEVEL AGREEMENT (SLA) 1. PURPOSE purpose of this Service Level Agreement (SLA) is to specify in detail the level of maintenance and support service expected from the Supplier under the
More informationRFP # 21732 Library System Attachment #2 Implementation Services and Project Plan Questionnaire
Each question should be answered fully and concisely. Implementation Services 1. How many total employees in your firm are dedicated to providing implementation services for the proposed Library System?
More informationON-SITE/NEAR-SHORE/OFF-SITE DELIVERY MODELS
ON-SITE/NEAR-SHORE/OFF-SITE DELIVERY MODELS The delivery model utilized is based on the location(s) of the project resources in the service delivery. ONSITE DELIVERY MODEL Under the Onsite Delivery Model
More informationAgenda Overview for Emerging Marketing Technology and Trends, 2015
G00270688 Agenda Overview for Emerging Marketing Technology and Trends, 2015 Published: 18 December 2014 Analyst(s): Andrew Frank The best digital marketers exploit emerging trends and technologies to
More informationCisco Unified Communications and Collaboration technology is changing the way we go about the business of the University.
Data Sheet Cisco Optimization s Optimize Your Solution using Cisco Expertise and Leading Practices Optimizing Your Business Architecture Today, enabling business innovation and agility is about being able
More informationFundamentals for EHR Success
Fundamentals for EHR Success Angie Chew Monksfield Principal of Portfolio Lim Shih Hsien Deputy Director, Information Security Knowing the Pain Points This material contains information that is confidential
More informationSucceeding with Business Process Outsourcing
A P P L I C A T I O N S A WHITE PAPER SERIES COMPANIES ARE SEEKING NEW WAYS TO STREAMLINE PROCESSES, REALIZE FURTHER COST REDUCTIONS AND INCREASE TIME-TO-MARKET. MANY ORGANIZATIONS ARE CONSIDERING BUSINESS
More informationTilgin. Services Description Customer Support Portfolio
Tilgin Services Description Customer Support Portfolio 2012 Table of Contents 1. The Service 2 1.1 SILVER support level 3 1.2 GOLD support level 3 1.3 PLATINUM support level 4 1.4 Stretch support 5 2.
More informationQUICK FACTS. Consolidating Service Desks Post-Merger for a Leading U.S. Energy Supplier TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES
[ Energy Services, Managed Services Offering/IT Support Services ] TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES Client Profile Industry: Energy Revenue: $23.5 billion Employees: Approximately 26,000
More informationAutomating the Data Center The First Steps Make All the Difference
Automating the Data Center The First Steps Make All the Difference By: Harris Kern s Enterprise Computing Institute The past decade had brought tremendous technological advances to the data center: open
More informationOutsourcing BI Maintenance Services Version 3.0 January 2006. With SourceCode Inc.
Outsourcing BI Maintenance Services With Inc. An Overview Outsourcing BI Maintenance Services Version 3.0 January 2006 With Inc. Version 3.0 May 2006 2006 by, Inc. 1 Table of Contents 1 INTRODUCTION...
More informationRELIABILITY FOR YOUR BUSINESS INDZ TM TEK TO ENABLE YOU TO REACH EXTREME HEIGHTS
RELIABILITY FOR YOUR BUSINESS TO ENABLE YOU TO REACH EXTREME HEIGHTS Leveraging the Testing ecosystem to offer comprehensive Testing solutions that deliver predictable quality and faster time to market
More informationOften Clients tend to use in-house functional resources for their testing and validation processes ending up with issues such as
TESTING IN ERP ENVIRONMENT Organizations implement ERP applications to respond to major business challenges of reducing costs and improving revenue. ERP applications make use of a single, centralized data
More informationPreparation for Distributed Development and Outsourcing
Preparation for Distributed Development and Outsourcing Peter Kolb Distributed and Outsourced Software Engineering, - 1 - Objectives This module will enable the participant to: Prepare a decision basis
More informationHow To Improve Service Transition
[ Financial Services, Application Management Outsourcing ] TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES Client Profile Industry: Insurance Revenue: $64.3 billion Employees: Over 65,000 Geographic
More informationLivePerson Customer Success Offering
FUNDAMENTALS LEVEL LivePerson Customer Success Offering Add Digital Engagement Experts to Your Team for Maximum Effectiveness 2015 LivePerson s Customer Success program is well known for its outstanding
More informationTALENT MANAGEMENT A KEY BUSINESS DRIVER
TALENT MANAGEMENT A KEY BUSINESS DRIVER Today, every CEO s key business priorities include retention of existing talent as well as attracting the best talent from outside the organization. Various market
More informationPULSE SECURE CARE PLUS SERVICES
DATASHEET PULSE SECURE CARE PLUS SERVICES Service Overview In today s dynamic marketplace, organizations are under constant pressure to meet market demand while maintaining or increasing return on investment.
More informationGlobal Delivery Excellence Best Practices for Improving Software Process and Tools Adoption. Sunil Shah Technical Lead IBM Rational
Global Delivery Excellence Best Practices for Improving Software Process and Tools Adoption Sunil Shah Technical Lead IBM Rational Agenda Organization s Challenges from a Delivery Perspective Introduction
More informationHow To Know The Roi Of Cesp Workload Automation Software
WHITE PAPER CA ESP Workload Automation Software: Measuring Business Impact and ROI Sponsored by: CA Tim Grieser Eric Hatcher September 2009 Randy Perry Global Headquarters: 5 Speen Street Framingham, MA
More informationQUICK FACTS. Transitioning On-Site Support to an Off-Shore Model on Behalf of an Insurance Provider
[ Financial Services, Application Development and Management ] TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES QUICK FACTS Client Profile Industry: Insurance Revenue: More than $68 billion Employees:
More informationFunctional Area 3. Skill Level 301: Applications Systems Analysis and Programming Supervisor (Mercer 1998 Job 011)
Functional Area 3 Skill Level 301: Applications Systems Analysis and Programming Supervisor (Mercer 1998 Job 011) Description: Supervises activities of all applications systems analysis and programming
More informationLivePerson Customer Success Offering
STRATEGIC LEVEL LivePerson Customer Success Offering Add Digital Engagement Experts to Your Team for Maximum Effectiveness 2015 LivePerson s Customer Success program is well known for its outstanding work
More informationJuniper Care Plus Services
Juniper Care Plus Services Service Overview In today s dynamic marketplace, organizations are under constant pressure to meet market demand while maintaining or increasing return on investment. IT departments
More informationMitel Professional Services UK Catalogue for Unified Communications and Collaboration
Mitel Professional Services UK Catalogue for Unified Communications and Collaboration JUNE 2015 DOCUMENT RELEASE# 1.0 CATALOGUE SERVICES OVERVIEW... 3 TECHNICAL CONSULTING & DESIGN... 5 NETWORK ASSESSMENT...
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 informationBrocade Network Monitoring Service (NMS) Helps Maximize Network Uptime and Efficiency
WHITE PAPER SERVICES Brocade Network Monitoring Service (NMS) Helps Maximize Network Uptime and Efficiency Brocade monitoring service delivers business intelligence to help IT organizations meet SLAs,
More informationExecutive summary. Introduction. Table of Contents. How to greatly increase the probability of success and realize the benefit of your investment
Technical Paper EPAK best practices for Infor application implementations and upgrades How to greatly increase the probability of success and realize the benefit of your investment Executive summary. Infor
More informationClosed blocks outsourcing How life insurers can reduce cost and improve focus
Closed blocks outsourcing How life insurers can reduce cost and improve focus Introduction Life insurance is a business in which customers are serviced long after the sale. Servicing includes policy administration,
More informationTARGETING RECRUITMENT PROCESS OUTSOURCING
TARGETING RECRUITMENT PROCESS OUTSOURCING NelsonHall HR Outsourcing Subscription Service 1 Definition of Recruitment Process Outsourcing (RPO) Recruitment Process Outsourcing is the transfer of operational
More informationDomestic Outsourcing: Keeping Business Processes in Your Own Backyard DATAMARK, Inc. White Paper in association with the Outsourcing Institute
Domestic Outsourcing: Keeping Business Processes in Your Own Backyard DATAMARK, Inc. White Paper in association with the Outsourcing Institute SYNOPSIS: Whether called domestic outsourcing, rural sourcing,
More informationSubmitted to: Service Definition Document for Database Management for IT Infrastructure Management
Submitted to: Service Definition Document for Database Management for IT Infrastructure Management Table of Contents 1 Service Description... 3 2 Support Process and Methodology... 10 3 Standard Questionnaire...
More informationIT Operations Managed Services A Perspective
IT Operations Managed Services A Perspective 1 Introduction This paper examines the concept of Managed Services for IT Operations, the real business drivers, the key factors to be considered, the types
More informationA discussion of information integration solutions November 2005. Deploying a Center of Excellence for data integration.
A discussion of information integration solutions November 2005 Deploying a Center of Excellence for data integration. Page 1 Contents Summary This paper describes: 1 Summary 1 Introduction 2 Mastering
More informationSupport and Service Management Service Description
Support and Service Management Service Description Business Productivity Online Suite - Standard Microsoft Exchange Online Standard Microsoft SharePoint Online Standard Microsoft Office Communications
More informationSmarter Balanced Assessment Consortium. Recommendation
Smarter Balanced Assessment Consortium Recommendation Smarter Balanced Quality Assurance Approach Recommendation for the Smarter Balanced Assessment Consortium 20 July 2012 Summary When this document was
More informationSuccessfully managing geographically distributed development
IBM Rational SCM solutions for distributed development August 2004 Successfully managing geographically distributed development Karen Wade SCM Product Marketing Manager IBM Software Group Page 2 Contents
More informationCase Study. Case Study. Performance Testing For Student Application. US-based For-profit University (Higher Education) 1 2014 Compunnel Software Group
Performance Testing For Student Application US-based For-profit University (Higher Education) 1 2014 Compunnel Software Group Compunnel s Performance Testing Solution Delivers Impressive Student Experience
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 informationAcceleration Services
Acceleration Services 2014 Turbo Charging Profits with Technical Support 1 Focus and Understand Current Strategy, Processes & Team Duration: First 30 Days 2 Develop and Enhance Infrastructure and Incident
More informationImproving Cognos Upgrades Methodology to Lower Costs & Improve Upgrade Management
White Paper Improving Cognos Upgrades Methodology to Lower Costs & Improve Upgrade Management by Edwin van Megesen Motio, Inc. Executive Summary BI platforms are continuously changing. New requirements
More informationManaged Desktop Support Services
managed enterprise technologies Managed Desktop Support Services MET Managed Desktop Support Service Most organisations spend lots of time and money trying to manage complex desktop environments and worrying
More informationITSM Process Description
ITSM Process Description Office of Information Technology Incident Management 1 Table of Contents Table of Contents 1. Introduction 2. Incident Management Goals, Objectives, CSFs and KPIs 3. Incident Management
More informationOffshore Delivery of TTCN-3 Testing Services
Offshore Delivery of TTCN-3 Testing Services Miguel Ramos miguel.ramos@mtp.es TTCN-3 User Conference 2009 3 5 June 2009 ETSI, Sophia Antipolis, France Index About Us : Métodos y Tecnología (MTP) MTP Delivery
More informationThe One Virtually Unknown Trick to Getting Onshore Call Center Quality with Offshore Pricing
The One Virtually Unknown Trick to Getting Onshore Call Center Quality with Offshore Pricing The One Virtually Unknown Trick to Getting Onshore Call Center Quality with Offshore Pricing In an increasingly
More informationGlobal Services Reference Guide
2015 Global Services Reference Guide LIFECYCLE SERVICES PLAN DESIGN OPERATE IMPLEMENT With over 850 technical professionals in over 40 countries, ARRIS Global Services helps service providers grow their
More informationAchieve greater efficiency in asset management by managing all your asset types on a single platform.
Asset solutions To support your business objectives Achieve greater efficiency in asset by managing all your asset types on a single platform. Obtain an entirely new level of asset awareness Every company
More informationSkatteudvalget 2014-15 (2. samling) SAU Alm.del Bilag 48 Offentligt. Programme, Project & Service Management Analysis
Skatteudvalget 2014-15 (2. samling) SAU Alm.del Bilag 48 Offentligt Programme, Project & Service Management Analysis Table of Content 1 Executive Summary... 3 1.1 Scope of Work... 3 1.2 Methodology for
More informationTopic: Managed Service Provider (MSP) Mastering the Winds of Change
Topic: Managed Service Provider () Mastering the Winds of Change Market Report: October 2013 Preview Deck Our research offerings for global services Subscription information The full report is included
More informationThe International ICT Sourcing Ecosystem Key value enablers
The International ICT Sourcing Ecosystem Key value enablers Dr. Randhir Mishra Regional Director Central and Eastern Europe Satyam Computer Services Ltd randhir_mishra@satyam.com Agenda The ICT value enablers
More informationOrganizing for Sourcing Excellence Insights for impact on profitability and revenue.
Organizing for Sourcing Excellence Insights for impact on profitability and revenue. The Transformation of Procurement Strategic decision making opportunities that can have immediate impact on profitability
More informationVendor Security Risk Management
ISACA San Francisco Fall Conference 2007 Vendor Security Risk Management Dan Morrison September 17, 2007 Topics of Discussion Context-Information, operations &
More information5 questions every customer asks about CA Services?
Product or Service what are headline here 5 questions every customer asks about CA Services? agility made possible question 1 why should we use CA Services? answer Meet the CA Services experts on LinkedIn
More informationProject, Program & Portfolio Management Help Leading Firms Deliver Value
in collaboration with Project, Program & Portfolio Help Leading Firms Deliver Value Managing Effectively & Efficiently Through an Enterprise PMO Program & Portfolio : Aligning IT Capabilities with Business
More informationAcceleration Services. January, 2013
Acceleration Services January, 2013 Turbo Charging Profits with Technical Support 1 Focus and Understand Current Strategy, Processes & Team Duration: First 30 Days 2 Develop and Enhance Infrastructure
More informationManaging Third-Party. Service Providers. An Astea White Paper WHITEPAPER
Managing Third-Party WHITEPAPER Service Providers An Astea White Paper Introduction For companies with a rapidly growing customer base, meeting an expanding demand for field service can be daunting. You
More informationAvaya Stress Testing Service. Providing Confidence and Assurance for Every Deployment
Avaya Stress Testing Service Providing Confidence and Assurance for Every Deployment As communications environments evolve and become more complex supporting multiple vendors equipment and applications,
More informationAccenture Enterprise Services for Chemicals. Delivering high performance in enterprise resource planning
Accenture Enterprise Services for Chemicals Delivering high performance in enterprise resource planning An innovative, comprehensive and proven approach that helps chemical companies accelerate enterprisewide
More informationMaterials Software Systems Inc (MSSI). Mobile Web Application Technology Service White Paper
Materials Software Systems Inc (MSSI). Mobile Web Application Technology Service White Paper A New Generation of application technology is on the horizon of businesses and consumers MSSI powers a mobile
More informationOur Next Generation Service Desk. From Computacenter
Our Next Generation Service Desk From Computacenter CONTENTS 03 04 05 06 07 08 09 10 Time for Change BUILDING ON OUR STRENGTHS A CONSUMER-LIKE EXPERIENCE DIGITAL POWER TO YOUR PEOPLE INFORMATION- DRIVEN
More informationThe Frugal CIO: A Survey of IT Outsourcing Usage in the Aftermarket. by ABeam Consulting (USA) Ltd.
The Frugal CIO: A Survey of IT Outsourcing Usage in the Aftermarket by ABeam Consulting (USA) Ltd. MIS Council October 2009 Executive Overview...3 Big changes in a short time period...3 Mixed findings
More informationAchieve greater efficiency in asset management by managing all your asset types on a single platform.
Asset solutions To support your business objectives Achieve greater efficiency in asset by managing all your asset types on a single platform. Obtain an entirely new level of asset awareness Every company
More informationGET STARTED WITH A SIMPLE, FAST AND COST EFFECTIVE ORACLE FUSION SALES CLOUD ADOPTION TODAY!
GET STARTED WITH A SIMPLE, FAST AND COST EFFECTIVE ORACLE FUSION SALES CLOUD ADOPTION TODAY! KEY FEATURES Pre-defined Processes Fully-functional Processes Reduced Costs Accelerated Timelines Fixed Deliverables
More informationcompetitive advantage for manufacturing through right-fit application management Your business technologists. Powering progress
competitive advantage for manufacturing through right-fit application management Your business technologists. Powering progress Faster, smoother, more responsive applications for a challenging world Manufacturers
More informationThe future of application outsourcing: making the move from tactical to strategic
IBM Global Business Services White Paper The future of application outsourcing: making the move from tactical to strategic Application Services Page 2 Contents 2 Introduction 2 Success brings new challenges
More informationContents of This Paper
Contents of This Paper Overview Key Functional Areas of SharePoint Where Varonis Helps And How A Project Plan for SharePoint with Varonis Overview The purpose of this document is to explain the complementary
More informationOutsourced Infrastructure Management
MindLance, Inc., established in 1999, is a leading provider of consulting, outsourcing and staffing services to Fortune 1000 and middle-market clients. A workforce of nearly 400 professionals are constantly
More informationHOW TO DO IT RIGHT. Setting Up an Offshore Development Center
HOW TO DO IT RIGHT Setting Up an Offshore Development Center Executive SUMMARY s offshore outsourcing plays an increasingly strategic role in a company s operating model, and as offshore vendors have become
More informationMail Center Services. Meeting Today s Mail Management Challenges: Contain Costs, Boost Efficiency and Mitigate Risk MAIL CENTER
Mail Center Services Meeting Today s Mail Management Challenges: Contain Costs, Boost Efficiency and Mitigate Risk MAIL CENTER Introduction The mail center continues to be the organization s hub for information,
More informationManageEngine (division of ZOHO Corporation) www.manageengine.com. Infrastructure Management Solution (IMS)
ManageEngine (division of ZOHO Corporation) www.manageengine.com Infrastructure Management Solution (IMS) Contents Primer on IM (Infrastructure Management)... 3 What is Infrastructure Management?... 3
More informationCyber Security Competency Center
Cyber Security Competency Center Overview February 2014 1 Overview As data and information have become intertwined with our daily life; they can be fairly regarded as the top asset of companies around
More informationQUICK FACTS. Delivering Superior IT Support Services for a Video Game Maker TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES
[ Information Technology, Network Infrastructure Services Support Services ] TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES QUICK FACTS Client Profile Industry: Video and consumer entertainment Revenue:
More informationWhat is Internet of Things?
Internet of Things What is Internet of Things? It is the ability to interact with more and more objects around us With Non Connected or Reactive Devices And With Connected and Active Devices (Machine to
More informationComparison Document. SupportCenter Plus Comparison Documents 1
Comparison Document Your Customer Support Software evaluation is not complete until you check out the comparison between different features of. Here is a list prepared based on customer queries. Comparison
More informationData Center Infrastructure Management
Data Center Infrastructure Management Helping IT Empower the Business Luis M Burgos, HP Services BDM Arrow, ECS Proactive Care Advanced Presented under Non-Disclosure A New Style of IT Driven by Four New
More informationAdvisory Consulting. Maintain and support critical business applications with Managed Services
Advisory Consulting Maintain and support critical business applications with Managed Services PricewaterhouseCoopers Managed Services solutions are tailored to the specific needs of business and government
More informationWHITE PAPER: STRATEGIC IMPACT PILLARS FOR EFFICIENT MIGRATION TO CLOUD COMPUTING IN GOVERNMENT
WHITE PAPER: STRATEGIC IMPACT PILLARS FOR EFFICIENT MIGRATION TO CLOUD COMPUTING IN GOVERNMENT IntelliDyne, LLC MARCH 2012 STRATEGIC IMPACT PILLARS FOR EFFICIENT MIGRATION TO CLOUD COMPUTING IN GOVERNMENT
More informationHP Service Manager software. The HP next-generation IT Service Management solution is the industry-leading consolidated IT service desk.
software The HP next-generation IT Service solution is the industry-leading consolidated IT service desk. : setting the standard for IT service management solutions with a robust lifecycle approach to
More informationA collaborative and customized approach to sourcing testing and quality assurance services Performance driven. Quality assured.
Managed Testing Services A collaborative and customized approach to sourcing testing and quality assurance services Performance driven. Quality assured. Managed Testing Services A single application failure
More informationSolutions for. The Top-10 IT Outsourcing Challenges WHITE PAPER
Solutions for The Top-10 IT Outsourcing Challenges WHITE PAPER Solutions for The Top-10 IT Outsourcing Challenges IT Outsourcing companies often face similar issues in daily collaboration with their business
More informationhow do I tame IT complexity, align with business goals, and deliver a great end-user experience?
SOLUTION BRIEF Service Assurance how do I tame IT complexity, align with business goals, and deliver a great end-user experience? agility made possible CA Service Assurance is a battle-tested, integrated
More informationAt the Heart of Virtualizing Insurance
At the Heart of Virtualizing Insurance New Era in Property and Casualty (P&C) Insurance Cloud Computing Strategic Implementation of Cloud Computing Services Adds Effectiveness and Efficiency to the Insurance
More informationWesternacher Consulting
Westernacher Consulting Innovating Business & IT SAP Application Management Services (AMS) www.westernacher.com 0 Based on partnership, we serve clients worldwide for more than 40 Years. Business consulting
More informationQUICK FACTS. Implementing Business Intelligence and Retail Signal Solutions for Sony PlayStation TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES
[ Manufacturing, Data Services ] TEKSYSTEMS GLOBAL SERVICES CUSTOMER SUCCESS STORIES Client Profile Industry: Video and computer entertainment Global Revenue: $77.58 billion Employees: More than 162,000
More informationTake Control with Managed Print Services
Take Control with Managed Print Services Take Control with Managed Print Services An often overlooked, yet significant, expense for most companies is the cost of printing. Managed Print Services (MPS)
More informationCOST/FUNDING SOURCE: $549,050/FY2014 and FY2015 Uniform Rate
AGENDA ITEM C3 DATE: April 7, 2014 TO: FROM: SUBJECT: Matt Jordan, General Manager Charles H. Carden, Chief Operating Officer Computerized Maintenance Management System Implementation Services Award Contract
More informationGlobal Professional. Hosted Managed Services
Global Professional Hosted Managed Services TM Racami, LLC is a global independent provider of IT support services and applications, technology and infrastructure consulting. For over 7 years we have been
More informationThe Case for Selective Outsourcing. FIS Consulting Services
The Case for Selective Outsourcing FIS Consulting Services 1 800 822 6758 Introduction In current times, speculation and negative criticisms raise national sentiment against outsourcing to offshore destinations.
More informationNavajo Nation Department of Information Technology (NNDIT) Helpdesk Policy P100
Navajo Nation Department of Information Technology (NNDIT) Helpdesk Policy P100 HelpDesk Problem & Request Management Process The following discussion of Problem Management procedures is intended to provide
More informationRemote Infrastructure Support Services & Managed IT Services
Remote Infrastructure Support Services & Managed IT Services Remote Desktop Services are designed to optimize the customers IT resource utilization and provide a standardized end-user environment. The
More informationJuniper Optimum Care. Service Description. Continuous Improvement. Your ideas. Connected. Data Sheet. Service Overview
Juniper Optimum Care Service Overview An Ongoing Proactive Service Creating a Partnership for Optimum Network Performance Network operations managers are facing a triple mandate optimize the network, avoid
More informationEND TO END DATA CENTRE SOLUTIONS COMPANY PROFILE
END TO END DATA CENTRE SOLUTIONS COMPANY PROFILE About M 2 TD M2 TD is a wholly black Owned IT Consulting Business. M 2 TD is a provider of data center consulting and managed services. In a rapidly changing
More informationStefanini Helps Customers Achieve Cost Avoidance Savings with CA Service Desk Manager
CUSTOMER SUCCESS STORY July 2013 Stefanini Helps Customers Achieve Cost Avoidance Savings with CA Service Desk Manager CLIENT PROFILE Industry: IT Services Company: Stefanini Employees: 17,000 Revenue:
More information