Asia Pacific Managed Services Operational Excellence. Anywhere

Asia Pacific Managed Services Operational Excellence. Anywhere

Contents 02 03 04 05 06 07 Experience Portfolio Options Data Center Facilities Disaster Recovery KPIs & SLAs Methodology CSG is one of the world s largest providers of outsourced Business Support Services. CSG Asia Pacific Managed Services is dedicated to the needs of service providers. Leveraging the software assets of CSG s market-leading product portfolio, and delivered by experienced communications industry professionals, CSG s Managed Services is able to deliver communications and transaction processing solutions and outsourcing services that meet the most stringent requirements. Delivered flexibly from diverse data centers, CSG s Managed Services offers a highly customizable suite of services combining IT infrastructure and business process outsourcing to address day-today business functions with minimal capital investment. 1

EXPERT STAFF DELIVERING QUICKLY FROM CONCEPT TO OPERATIONS As a global organization with 3,600 staff across 24 countries CSG provides customers with a deep resource pool of highly knowledgeable and dedicated personnel spread across 36 cities including Atlanta, Bangalore, Boston, Brisbane, Cape Town, Chicago, Dallas, Edmonton, Galway, Kuala Lumpur, London, Omaha, San Antonio, Sao Paulo and Toronto. CSG Managed Services leverages this expert staff to provide tested, proven and highly integrated services that allow customers to quickly move from concept to operations. Our proven management skills and ability to integrate technology with business processes make us the optimal choice for any organization that wants to get to market quickly while providing quality and superior customer service. Our experience is gleaned not only from 600+ product implementations delivered worldwide, but also from the daily support provided through our data centers. MANAGED SERVICES PROFILE 4 billion transactions a month processed Over 50 million customers supported Over 300 million interactive messages, SMS and text messages issued and received annually Over 65 million pieces of mail sent per month 90 billion mediation events per month Over 40,000 customer service representatives interacting with CSG systems every day CSG Asia Pacific has both owned and third party data centers ready to provide local or remote support as required by each customer s individual needs. CSG Managed Services embraces the same operational model we offer all our customers: we leverage expert staff in our regional centers of excellence in Australia, India and Malaysia, and globally across our 34 worldwide offices to support teams performing on site operations and those in remote data center locations. 2

MANAGED SERVICES PORTFOLIO OPTIONS CSG has developed a world-class portfolio of products and we operate internal development and testing procedures based on industry best practices. Most importantly, we work closely with customers to ensure that our products attain the quality standards they expect, with regular releases of improved performance, functionality, and robustness. At CSG, we understand the different needs of our customers and have developed a portfolio of managed service options that address our customers requirements today while providing them with options for the future. BUILD/ OPERATE/ TRANSFER This is a very popular model with many organizations as it allows the customer to get to market quickly, minimize their resource costs, and reduce the impact of transitioning the solution to an in-house operation. In the Build/Operate/ Transfer (BOT) model, CSG is responsible for the operations on Day One with operational responsibilities transitioning to customer staff, in full or in part, at an agreed future time frame, such as 9, 12 or 18 months. ON-SITE APPLICATIONS MANAGEMENT Utilizing a customer-provided hardware and software environment, at the customer s or a third party facility, CSG staff manage the processing functions and/or the applications management on-site at the facility, either wholly or in collaboration with customer staff or partner organizations REMOTE APPLICATIONS MANAGEMENT Customers often have existing hardware and software assets that can be leveraged for a CSG application deployment, or they may have a third party data center partner. In these cases CSG manages the processing functions of the CSG applications at that external facility. This is a model that CSG uses very effectively with our own expert remote staff in centers of excellence in Australia, India or Malaysia OUTSOURCED MODEL In this primarily turnkey option, CSG offers the use of its products from a deployment at a CSG or third party facility. CSG can provide the environment, including hardware and software, or alternatively the customer can provide and own the hardware (and some software) for installation at the CSG facility. In the Outsourced model, CSG can execute all or most operational functions while the customer has the option of executing agreed business functions 3

MANAGED SERVICES FLEXIBLE DATA CENTER OPTIONS WITH ASSURED OPERATIONAL EXCELLENCE Operating through our wholly-owned Tier 1 facilities or partner data centers CSG s data centers also support the company s appropriate in-country headquarters. Offering 24/7/365 operational facilities the CSG and partner data centers adhere to CSG s strict requirements for quality, data security, and operational performance, while providing either local or remote facilities OPERATIONAL OPTIONS: 24x7x365 staffing PRODUCTION CONTROLS AVAILABLE: Job scheduling Quality validation Problem management Operations documentation Operator training Job submission and verification System and application monitoring Data interface processing File backup and restore Escalation and notification Tape library management Disaster recovery 4

BUSINESS CONTINUITY DISASTER RECOVERY Ensuring business continuity is all about adequate planning. CSG Managed Services strives to give our customers the peace of mind that their business will continue without disruption, even in the event of the most unlikely of occurrences. Because every company has its own assessment of acceptable risk and must balance the likelihood of occurrence against cost, CSG will design a disaster recovery plan to meet your needs and your budget. DISASTER RECOVERY OPTIONS While CSG s disaster recovery plans are customizable, we offer the following as baseline choices when designing your plan with us: Prepared site Internal External/commercial CSG s standard disaster recovery offering includes designation of a recovery site, the drop shipment of necessary equipment direct from the manufacturer to the designated DR site in the event of a disaster, and the restoration of data from system and applications back-ups. Adherence to CSG Managed Services operational processes ensures the success of our DR plan. These processes include: Regular system and application backups Overlapping data retention standards Offsite storage facilities Regular testing Hot site Internal External/commercial High availability configuration 5

PROCESS CONTROLS KPIs and SLAs CSG s business customers expect a high level of performance from our applications, our staff, and our facility. Monitoring our activities is critical to determining performance and capacity limits, as well as defining requirements to handle future growth. To ensure high performance and quality outcomes, CSG employs various monitoring tools across our operations. Like any data center, operational performance is heavily dependent on the health of the network. To ensure that health, CSG can deploy Network Performance Monitoring tools. Enterprise-class NPM tools used by CSG monitor and analyze real time in-depth network performance metrics for routers, switches, servers, and any other SNMP- enabled devices, including up time, disk space, CPU usage, memory, and network utilization. By employing the appropriate tool for the application or activity being conducted, CSG is able to proactively monitor performance of every aspect of the data center and our services. For example, we use an internal tool to monitor the health and performance of our retail billing software services, including: Rating statistics: rating processes Billing statistics: billing processes and billing operations Unix statistics: CPU, memory and disk I/O Oracle statistics: reads/writes, cache hits, wait events Tuxedo statistics: client and server Internal cache statistics Custom statistics Hardware installations or upgrades Installation and upgrades of operating system software Online Availability Batch Processing Timeliness Maintenance Windows guidelines and notices Unscheduled Maintenance Data Transfers Data Network Communications Third Party Software Performance Management Interactive Availability We leverage the right monitoring tool for every application housed in the data center and every activity and service we conduct. This means we and our customers can engage in Service Level Agreements with confidence. We have a laundry list of KPIs that we monitor, including: Data and Network Security Problem Reporting Problem Severity Data Backup, Recovery and Off-site Storage Job Monitoring Facilities Monitoring Incident Escalation Physical Security Capacity Planning Security administration 6

MANAGED SERVICES METHODOLOGY Communication is key to any successful relationship, and at CSG we believe in successful relationships. That s why we assign a client account team to each customer and build a communications road map to ensure communications at all levels between the client and CSG are taking place for each activity, and that escalation protocols and plans exist CLIENT ACCOUNT TEAM Every customer is assigned a Client Services Manager who serves as the primary, day-to-day point of contact. Your Account Director will have responsibility for the overall account relationship, advise you on strategic initiatives, and consult with you on any commercial terms. The Consulting Manager will also be an important member of your assigned account team. The consulting manager will oversee your initial implementation, and any ongoing, software-specific initiatives or issues. CLIENT COMMUNICATION Interactive discussion between the account team and the client is imperative to ensure good communication. At CSG we employ weekly Production Meetings to discuss in detail the current initiatives, any operational issues, etc. On a monthly basis, the client team will conduct reviews to discuss: ESCALATION PROTOCOLS We understand that occasionally there may be the need to escalate a concern within the CSG management structure. We completely support and anticipate a customer s right to escalate concerns, and our management is ready to be held accountable for the quality of the products and services we deliver. We even provide our customers with an escalation roadmap of contacts for when the need may arise. We only ask that our customers start with the appropriate client account team member and then escalate accordingly: ESCALATION ROADMAP Day-to-day issues: Client Services Manager Director Managed Operations Vice President Managed Operations Relationship and strategy concerns: Account Director Vice President Sales Regional Vice President KPIs, SLAs, help tickets Strategic initiatives The goal is to conduct these reviews onsite once per quarter to ensure clear communications. 7

CSG INTERNATIONAL (Asia Pacific Headquarters) Level 21, The Gardens North Tower, Mid Valley City, Lingkaran Syed Putra 59200 Kuala Lumpur T + 603 2782 2800 F + 603 2782 2900 E apacinfo@csgi.com W www.csgi.com 2011 CSG Systems International, Inc. All rights reserved. Although every effort has been made to ensure that the information contained within this document is up to date and accurate, CSG Systems International, Inc. cannot be held responsible for any inaccuracy or error in the information contained within this document.