Business andTechnologyWorking as One

IT Transformation Journey

More storage, end of life, new application, not enough bandwidth, maintenance costs

Simplified environment, controlled, outsourced, better cost model

Business needs 24X 7, cost of downtime, can’t afford true DR

Not enough space, too many cables, messy data center, high maintenance costs, acquisitions, VM sprawl, heating/cooling costs

Easier mgmt, lack of skill, implementation speed, lower mgmt costs

Implement ITIL, Self service, change mgmt, CMDB, Dynamic Updates

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Logicalis’ Unique Approach

CONSULTDefining strategies

BUILDImplementing solutions

OPERATELeveraging existing and emerging technologies

MANAGEManaging for results

Why Outsource Service Desk? Evaluating the benefits

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Reduce and control cost Maximize first contact resolution

Eliminate overstaffing necessary to achieve service levels

Cost-effective 24 x 7 solution

Reduce Costs

ITIL-based processes

Improve productivity Minimize end-user downtime

Reduce shadow support and other ineffective methods

Maintain effective user experience during routine call spikes

Best practices leveraged to:

Maximize communication

Shorten call duration

Avoid repeat calls for known issues

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Business focus Eliminate operational distractions

Assign key internal personnel to strategic projects

Service levels and coverage designed to meet business needs

Pay-for-use model will scale up or down

Management focus Root cause data to aid management decisions

Comprehensive trending data for analysis

Performance metrics for groups and individuals

Greater visibility into IT organization

Why Outsource Service Desk Cont…

Logicalis Service Desk

16 years in operation 24 x 7 x 365 availability More than 70+ agents ITIL-certified management Members of Help Desk Institute (HDI) Wide variety of industry certifications Support contracts with more than 50 companies More than 550,000 incidents per year

Where We Are Today!

Logicalis Service Desk Offerings Single Point of Contact

Dispatch phone line Customer-branded scripting and pick-up Dispatch and routing

Flexible Support Hours 24 X 7 After hours only

Level 1 and Level 2 desktop support services Dedicated or shared resource model Guaranteed service level agreements (SLAs)

Application-specific support

With training and system access

Seamless escalation to Managed Services

Break-fix support (partner delivered)

What Makes Logicalis Different?

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People and experience Years of industry experience Experienced, certified staff with broad scope of expertise Low turnover rate

Flexibility and responsiveness Solutions are tailored for unique customer needs Vendor-neutral solutions

Customer focused More than 97% customer satisfaction rating

Long-term relationships More than 90% customer retention rate

On-shore alternative 100% US-based operations and staff

Logicalis Service Desk – Features & Benefits

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Single Point of Contact (SPOC) for all IT issues Making for much greater visibility into your IT operations

Flexible Service offerings to fit your needs Toll-free number and custom greetings

On-site (dedicated) or remote (shared) models

Flexible support hours with 24 x 7 coverage

Transform your help desk into a processes-driven Service desk Based on mature process and ITIL best practices

Guaranteed service level agreements (SLAs)

Certified professional agents

Enterprise Service Desk solution can include Best-of-breed incident management system (Service

Now)

ACD/IVR systems with sophisticated call tracking

Comprehensive monthly reporting and metrics

Single Point of Contact Service Desk

Outages, IMACs

“How-to”, Password

Resets

Logicalis ITSM Platform

Service Requests

Applications

Logicalis Service Desk Tools

■ Cisco IP Call Center Phone System Branded Service Custom Scripts and IVR setup Detailed Reporting

■ Incident Management System Service-Now Customized Portal per Customer Reporting Capabilities Service Level Management Knowledge Base

■ Remote Desktop Control Citrix “Go To Assist”

■ Monitoring Notification and Escalation

Flexible, Guaranteed Service Levels

Sample Service Levels: Maximum 60-second speed of answer

Less than 10% abandon rate

Less than 10% voicemail

Minimum 70% first call resolution

Maximum 1-hour response time for incidents reported via the web

Minimum 95% customer satisfaction rating

Actual Service Levels can be tailored to your needs

Focus on continuous improvement SLAs and other key metrics are reviewed monthly with each customer

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Implementation Process -What to Expect

Timeframe Estimated 4–8 weeks from contract signing

Implementation team assigned to each customer Detailed project plan reviewed and agreed upon with customer

Tailored to meet your objectives and timeline

Kickoff meeting with key stakeholders

Discovery and documentation Combination on-site and remote

Knowledge transfer and training Minimum 2 weeks of customer-specific training

Go Live!

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VoiceMail

Voice Web Submit

Email

Resolved? - YesNo – Escalate to Level 2

Resolved

End-users

Level 1 (Tier 1) support Toll-free number 24 x 7 x 365 Customer satisfaction surveys SLAs-based service Multiple contact methods Self-Service portal for end-users Desktop and Business App Support

Closed by Logicalis Closed by Customer

Logicalis or Customer Level 2

Logicalis or Customer Level 3

Provided by Client and/or Logicalis Client access to Service-Now portal to

track and manage incidents

Level 2/Level 3

Logicalis ITSM Platform(Powered by Service-Now)

Seamlessly Integrated with Your Operations

Level 1 - Help Desk

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LogicalisBusiness and Technology Working as One

Business-Focused Solutions That Result in Clear Returns on Investment

Others sell. We solve.

Developing a deep understanding

of your business

Others talk.We listen.

Attention and dedication from our highly trained IT

and business experts

Others replicate.We tailor.

Collaborating with world-class partners to

develop solutions for you

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Why LogicalisSignificant Global Reach

North America South America Europe Asia PacificRevenues:

$385mEmployees:

735Revenues:

$550mEmployees:

1,335Revenues:

$480mEmployees:

1,150Revenues:

$135mEmployees:

500

Managed Services Operation Center Data Center Managed Services Operation Center/Data Center

LogicalisBusiness and Technology Working as One

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Technology choices that help businesses optimize

IT investments

International reach

Customer relationship focused

Leveraging R&D from the world’s leading technology vendors

Thank You!

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