MANAGED SERVICES ACCELERATE THE MOVE TO NEW MODELS AND TECHNOLOGIES Overview for Customers Date
AGENDA 1. Market trends and enterprise challenges 2. The value of Alcatel-Lucent Enterprise Managed Services 3. Offer overview 4. Capabilities and processes 5. Credentials 6. About Alcatel-Lucent Enterprise Services 3
MARKET TRENDS AND ENTERPRISE CHALLENGES AND HOW MANAGED SERVICES CAN OVERCOME THE CHALLENGES HIGH ADOPTION RISKS* INCREASING SOLUTION COMPLEXITY* SHIFT FROM UP- FRONT PAYMENTS TO PAY-AS-YOU- CONSUME* HIGH IMPLEMENTATION AND OWNERSHIP COSTS* BALANCING SUPPORT AND INNOVATION COSTS** HOW MANAGED SERVICES CAN OVERCOME THESE CHALLENGES RISK COVERAGE Vendor commitment to transformation success OPERATIONAL QUALITY CONTROL Make sure the solution runs according to objectives OPERATIONAL SUCCESS Vendor covers voice and network solutions operational risks CPE to hosted EVOLUTION READINESS Vendor covers solution changes and evolutions PAY-PER- FEATURE to pay-per-use CAPEX to OPEX * Consumption Economics ** Global CIO Survey 4
THE VALUE OF ALCATEL-LUCENT ENTERPRISE MANAGED SERVICES
A LEADING PARTNER AT YOUR SIDE Alcatel-Lucent Enterprise Managed Services are delivered in close partnership with our Business Partners (for on-site delivery) and global service partners (for remote delivery through the Service Desk and Network Operating Center [NOC]) and for onsite delivery in some countries. When a service provider/value-added reseller (VAR) or a Business Partner does not have the resources to deliver the full solution and geographic coverage for their customer, Alcatel-Lucent Enterprise takes on the prime responsibility for the customer, delivering the solution with or for the service provider/var or Business Partner. Resources and capabilities are provided by the global partner ecosystem and in-house experts. TOGETHER FOR YOUR SUCCESS 6
BENEFITS OF ALCATEL-LUCENT ENTERPRISE MANAGED SERVICES TO CUSTOMERS WHY SHOULD YOU CONSIDER OUTSOURCING YOUR ALCATEL-LUCENT SOLUTION OPERATIONS? OPTIMIZED INFRASTRUCTURE One-stop shop for products and services; dedicated Global Program Manager COST CONTROL AND PREDICTABILITY Price-per-user (PPU) model; move to OPEX; ability to control set-up, management and staff costs REDUCED RISKS Committed Service Level Agreements (SLAs); transfer of support tasks to Alcatel-Lucent; centralized alarm monitoring MINIMAL LEARNING CURVE Skills transfer; customized training and e-learning plan COMMITTED SERVICE CONTINUITY AND EVOLUTION Preventive maintenance and backups; evolution management 7
BENEFITS OF ALCATEL-LUCENT ENTERPRISE MANAGED SERVICES TO PARTNERS CREATE NEW BUSINESS OPPORTUNITIES WITH ALCATEL-LUCENT ENTERPRISE MANAGED SERVICES NEW BUSINESS OPPORTUNITIES Deliver services to distant or offshore customer sites ENHANCED BUSINESS AGILITY AND FASTER TIME-TO-MARKET Fast response to customer expectations speeds new technology time-to-market REDUCED CAPEX AND OPEX Related to managing multiple subcontractors; outsource spare parts stock and logistics; optimize engineering resources ENRICHED OFFER AND CAPABILITIES With the latest Alcatel-Lucent Enterprise technologies and Alcatel-Lucent expertise backup 8
OFFER OVERVIEW
SEAMLESS SOLUTION MANAGEMENT WITH STANDARDIZED SERVICES COMPLETE OFFER, INCLUDING TURNKEY SOLUTION, SERVICES AND COMMITTED QUALITY LEVELS. ALCATEL-LUCENT ENTERPRISE COMMUNICATIONS AND NETWORK SOLUTIONS COMPLETE PALETTE OF SERVICES BUILD Site survey VoIP and radio coverage assessment Configuration design On-site installation Hosting OPERATE Service desk Change management Evolution management Performance management MAINTAIN Fault management On-site break-fix Proactive maintenance 10
KEY TAKE-AWAYS AVAILABLE EVERYWHERE where Alcatel-Lucent has a local partner MODULAR Customers can choose the appropriate services according to their in-house technical skills or geographical coverage A COMPLETE SERVICES OFFER from multilingual hotline to problem resolution and on-site interventions HOMOGENEOUS QUALITY OF SERVICE One single worldwide SLA; unified quality and reporting HIGH-LEVEL EXPERTISE Alcatel-Lucent experts, ITIL processes and a global network of field technicians trained in the latest technology 11
CAPABILITIES AND PROCESSES
MANAGED SERVICES DELIVERY MANAGED SERVICES ARE DELIVERED BY ALCATEL-LUCENT ENTERPRISE SERVICES AND A CONSORTIUM OF PARTNERS END-TO-END SERVICES ENABLING YOUR SOLUTION Solution integration Global program management Solution operation Logistics for spare parts End-user training Remote and field maintenance Solution support TURNKEY SOLUTION A LEADING PARTNER AT YOUR SIDE Alcatel-Lucent Enterprise offers comprehensive geographical coverage through our network of local partners OPERATION QUALITY CONTROL METHODOLOGIES Strong quality control; process methodologies and expertise EXTENSIVE PROJECT MANAGEMENT EXPERIENCE Global program management, Customer Service Managers and a continuous improvement program CUTTING-EDGE SOLUTION EXPERTISE AND EXPERIENCE Deep solution expertise; 24/7 response under strict SLAs 13
REMOTE DELIVERY CAPABILITIES GLOBAL REMOTE DELIVERY CAPABILITIES SERVICE DESK, NOC CUSTOMER SITE Online Customer ticket log ALCATEL-LUCENT ENTERPRISE SERVICE DESK By phone WELCOME: SERVICE DESK Dispatch to remote assistance ALCATEL-LUCENT ENTERPRISE HELP DESK ALCATEL-LUCENT TECHNICAL ASSISTANCE CENTER (TAC) ALCATEL-LUCENT TECHNICAL EXPERTISE CENTER (TEC) PARTNERS Field interventions ALCATEL-LUCENT ENTERPRISE NOC 16 data centers on three continents 1 service desk, 2 NOCs STANDARD INTERVENTIONS FIELD SERVICE PARTNER COMPLEX INTERVENTIONS PROFESSIONAL SERVICES EXPERT The remote delivery process 14
REMOTE DELIVERY CAPABILITIES SERVICE DESK AND NOC UK-based service desk (Eurocentral) Takes customer calls from across the globe: the Americas, Europe, the Middle East and Africa, and Asia Pacific Languages: English, French, German, Spanish and Italian 700 tickets opened every month 24x7 single point of contact, end-user helpdesk Ticket creation and tracking Dispatch of Level-2 NOC experts or Level-3 Technical Support Dispatch to field force if necessary Third-party equipment: manages tickets and dispatch to vendors UK- and US-based NOCs 24x7, English Technical Assistance Center Centralized alarm monitoring Product skills/certifications 50 Service Desk, ACFE and ACSE staff dedicated to Alcatel-Lucent customers Communication: - Alcatel-Lucent OmniPCX Enterprise Communication Server - Alcatel-Lucent OmniPCX Office - Alcatel-Lucent 5060 IP Call Server - Alcatel-Lucent 8400 Instant Communications Suite High Availability - Alcatel-Lucent OmniTouch Contact Center Standard Edition - Alcatel-Lucent OmniVista 4760/8770 Network Management System - Alcatel-Lucent OpenTouch Business Edition Network: LAN, WLAN (Aruba Networks), FireBrick firewalls Unified infrastructure and tools A NETWORK OPERATING CENTER 15
FIELD INTERVENTION CAPABILITIES A GLOBAL FIELD FORCE FOR ECOSYSTEM COVERAGE GEOGRAPHIC COVERAGE More than 45 countries already covered through our ecosystem of field partners (60+ Teaming Agreements) Other countries under study FIELD ACTIVITIES On-site deployment tasks Defective parts replacement (on-site) Move, Add, Change (MAC) activities Monitored by the NOC to ensure proper service restoration within SLA Argentina Australia Bahamas Belgium Brazil Canada Chile China Dominican Republic Egypt France French West Indies (Antilles) Gabon Germany Greece Hong Kong Indonesia Israel Italy Japan Malaysia Maldives Mauritius Mexico Morocco Netherlands Philippines Portugal Saudi Arabia Senegal Singapore South Africa South Korea Spain Sri Lanka Switzerland Taiwan Thailand Tunisia Turks and Caicos Turkey Ukraine United Kingdom United States Venezuela Vietnam 16
QUALITY PROCESSES AND BEST PRACTICES THE SERVICES LIFECYCLE PROCESS LIFECYCLE PROCESSES Consult and design Integrate and deploy Operate and maintain PROJECT MANAGEMENT AND DELIVERY PROCESES ITIL, PMI and Managed Object Framework (MOF) best practices OPERATION PROCESSES SIX SIGMA approach ISO 9001 and ISO 14001 certified OHSAS 18001 compliant New-customer take-on process Global program management process for extra-large accounts STRICT SERVICE DELIVERY SLAs All teams deliver services under strict contractual SLAs 17
CASE STUDY BUILD DELIVERY FOR A SERVICE PROVIDER ENABLING AND SUPPORTING THE OPERATIONAL DELIVERY OF BUILD SERVICES ON END-CUSTOMER PREMISES (FROM ORDERING TO ACCEPTANCE) PRE-SALES AND ORDERING PHASE SERVICE DELIVERY PHASE (BUILD) RUN Customer Service Request Form (CSRF) Site survey and data collection (Pre-installation phase) Testing Plan and Acceptance Certificate (Installation phase) Identify and capture vital information from end-customer that may impact the service delivery phase CSRF Site survey Collect key information to prepare the installation (completed by Field Engineer) Data collection Collect information to configure the solution (completed by Field Engineer and end-customer) Testing Plan Tests database that has been customized according to project parameters Acceptance Certificate Form signed by the end customer at completion of Build phase 18
CREDENTIALS
NUMBER OF USERS OF WHICH 101,000 70% USERS supported by Alcatel-Lucent Enterprise Managed Services OF USERS have Managed Field Services provided by Alcatel-Lucent Business Partners and the rest are supported by an Alcatel-Lucent-hired NCR service partner (Canada, France, Germany, Spain, UK, US) 20
MANAGED SERVICES REFERENCES 21
ABOUT ALCATEL-LUCENT ENTERPRISE SERVICES
A PALETTE OF SERVICES: EXPERTISE FOR SUCCESS BUSINESS PARTNERS FACTS AND FIGURES Team and partners + 600 services experts (all services) +120 trainers and 24 training centers Expertise Deep product expertise + 50 product lines supported Complex environments Specific customizations Experience + 2000 integration and customization projects 24x7x365 network operation under strict SLAs Education services train 400 trainees per day 1 million support-related customer conversations per year VENDOR ASSURANCE INTEGRATION SERVICES Mentoring; consulting and design Integrate and deploy; operate and maintain Full project management APPLICATION SERVICES Customized applications Off-the-shelf applications VENDOR PROTECTION Fit customer needs Software and hardware coverage Multiyear and software evolution Global Technical Support PROFESSINAL PROFESSIONAL SERVICES MANAGED SERVICES PRODUCTS AND SOLUTIONS SUPPORT SERVICES GLOBAL PROJECT MANAGEMENT EDUCATION SERVICES VENDOR ENGAGEMENT END-TO-END SERVICES Network operation CAPEX to OPEX Operate and maintain GLOBAL CAPABILITIES Field/labor and spares capabilities Hosting capabilities NOCs, service desks and data centers KNOWLEDGE AND SKILLS FOR SUCCESS TRAINING AND CERTIFICATION Business partners Customers Standard and customized training 23
ALCATEL-LUCENT ENTERPRISE YOUR PARTNER TO CHANGE THE CONVERSATION 500,000 CUSTOMERS From small to multinationals in every industry: finance, healthcare, retail, hospitality, education, public sector, and so on #1 EMEA LEADER in corporate telephony, including unified communications FASTEST GROWTH in networking, gaining market share in every region and outpacing the market: wireless and wired, campus lan and data centers TRANSFORMING THE WAY PEOPLE COMMUNICATE 24
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