Mahler Consulting Problem Solved, Smart Solutions for your Business Cloud Service Desk Management Service Mahler Services Mahler Consulting Service Definition Document P a g e 0
Index Page Table of Contents 1. Introduction... 2 2. Service Description... 2 3. How we work... 2 3.1 Requirements Gathering... 2 3.2 Consultant(s) Profile Submissions... 3 3.3 Equipment & Clearances... 3 3.4 Ongoing Service Reviews... 3 4. Additional Service Features... 3 5. Mahler Public Sector Experience... 5 Mahler Consulting Service Definition Document P a g e 1
1. Introduction Mahler Consulting is an IT Solutions Provider which specialises in helping organisations transform their business through the use of new technology, however we do this by focusing more on the Organisation needs and engaging with its People rather than just focusing on the Technology. We firmly believe that Technology has to fit the Organisation and this can only be achieved by engaging with the business in a clear direct way to find the best solution for its particular requirement. Our approach is a pragmatic one based on real world experience, so that we get to the right level of detail quickly. 2. Service Description - Cloud Service Desk Management Service The Cloud Service Desk Manager Service - is an important function in the support of cloud environments, and ensures that the resource levels, shift patterns, customer service levels and reporting are maintained and managed. Additionally a Service Desk Manager may be brought on to help implement a new service desk tool or implement a new process, aiding in the transition of services from project to BAU (Business As Usual) Support. Typical (But not limited to) Skills: ITIL, Reporting / MI, Customer Services, Communications Skills, Stakeholder Management, and other such skills. Our consultants have a range of Technical and Management skills and we work with you to define the required skillsets. This Service falls under the remit of: Legacy to Cloud Rationalization Transition Management Service Management A detailed description of this service can be found in the following table. Role Type Description Rate Range Cloud Service Desk Management Service The Cloud Service Desk Manager Service - is an important function in the support of cloud environments, and ensures that the resource levels, shift patterns, customer service levels and reporting are maintained and managed. 550 850 Per Day 3. How we work Additionally a Service Desk Manager may be brought on to help implement a new service desk tool or implement a new process, aiding in the transition of services from project to BAU (Business As Usual) Support. Typical (But not limited to) Skills: ITIL, Reporting / MI, Customer Services, Communications Skills, Stakeholder Management, and other such skills. Mahler Consulting Service Definition Document P a g e 2
Mahler provide a pragmatic flexible approach to the delivery of services working in partnership with you to define the best approach for delivering the required services and tailor the offering to best meet these requirements. Typical Process Requirements Gathering Consultant(s) Profile Submissions Equipment & Clearance Requirements Ongoing Service Reviews 3.1 Requirements Gathering Mahler will work with you to understand your specific requirements, additionally we would like to understand some of the following: Project / Support Details Location(s) that require service Security Clearance Requirements Required Equipment Skills & Experience Qualifications Duration / Estimated Days 3.2 Consultant(s) Profile Submissions Once the requirements have been reviewed Mahler would look to provide profile(s) of consultants that would likely suit the above mentioned requirements and jointly review them with you to ensure they would best meet your needs. 3.3 Equipment & Clearances Mahler will work with organisations to understand any security requirements around the use of Mahler equipment (Laptops, Phones, Etc.) and if the use of these are acceptable onsite. Additionally security clearance requirements are considered when sending consultants onsite and clearance requirements should be identified as early as possible. 3.4 Ongoing Service Reviews The Account Manager will have regular progress reviews with you and will also be responsible for ensuring that the service is running as anticipated. This allows for the identification of issues early on meaning they can be addressed before they become an issue. 4. Additional Service Features Additional features of this service are as follows: Additional Service Features Information assurance Backup/restore/disaster recovery Service management details Response For data protection purposes Mahler is registered with the Information Commissioner s Office (ICO) Mahler provide an Account Manager for all customer engagements to provide regular contact and communication, they are Mahler Consulting Service Definition Document P a g e 3
Service constraints Service levels Financial recompense Training Ordering and invoicing process Termination terms Data restoration/service migration Customer responsibilities Technical requirements Trial service Pricing responsible for ensuring that the customer is happy with our service they are the initial point of contact for any issues that may arise. Beyond this further escalation up to Director Level is available. If Mahler have to replace a G-cloud resource(consultant) we will not charge for handover time to a replacement Mahler consultant Available upon request As per standard G-cloud process Should an assignment end earlier than expected the following notice should be applied: Long term engagement (Over 20 Working Days): 2 Weeks Notice Short term engagement (20 Working Days or less): 48 Hours Notice To be agreed with the customer on an individual basis Please see Mahler s SFIA Rate Card Mahler Consulting Service Definition Document P a g e 4
5. Mahler Public Sector Experience Government Agencies DVLA Public Sector Experience Mahler was brought in to assist with the DVLA initiative to bring their IT support function in-house. Mahler provided ITIL V3 expertise to aid in the documenting of the existing processes and subsequently defining the ITIL process for transition in to service. This included: Service Design Service Catalogue Management Applications Management Systems Management VOA (HMRC) Database Administration Release & Configuration Application Architecture Service Transition Transition Planning and Support Change Management Service Validation & Testing Data Centre Management Programme & Project Delivery Resource Management Continual service improvement Service Measurement Service Reporting Service Operation Incident Management Problem Management Mahler was brought in to support the VOA IT Modernisation Programme, The VOA required support in deploying windows 7 to 70 locations across the UK. The Deployment took approximately 3 months to compete. Mahler helped to deploy circa 3500 desktops Security Cleared Engineers Deployed to 70 UK Wide Locations Win 7 Device Imaging (SCCM) Deployment Floor walking Support Mahler Consulting Service Definition Document P a g e 5
Local Government London Borough of Barnet London Borough of Harrow London Borough of Croydon London Borough of Enfield MWW Project: This was the mobilisation of 2500 staff that included the provision of the following: End User Desktop Project: This was the migration of 3000 users to Windows 7. This work also included: Office 2010 Audit: This was the discovery phase to review compatibility and included: This was a detailed review to assess whether their SAP system was fit for purpose and for ongoing development. Laptop Deployment Citrix Implementation Secure Remote Access Wireless Implementation Drive Encryption USB Device Control Cisco Softphones Office Relocations Training Estate Wide Audit Desktop / Laptop / Thin Client Active Directory Lockdowns Drive Encryption USB Device Control Imaging Solution Thin Client Deployment Server Windows Patch Management Application Packaging Estate Wide Audit Migration Strategy Package Application Define Deployment Plan Define Training Requirements Present Results This covered the following: Systems Review Reporting Communications Training Support Security Roles Data Healthcare Barnet Enfield and Haringey MHT Mahler was brought in to assist with the roll out of BEH s new Outsourcing and Desktop Modernisation Programme, the organisation needed help in delivering their project tasks during their transition from their old managed service provider to their new provider. Mahler stabilised the project and put in place a revised delivery plan, this work included: Planned the roll out Stakeholder engagement Managed the suppliers engineers Hardware/Software Audit Communications Management Managed the Deployment Project Management User Migration Technical Challenge (of suppliers proposed approach) Mahler also provides BEH onsite technical desktop support for 3000 staff across multiple hospital/office locations. Mahler Consulting Service Definition Document P a g e 6