noc service desk

4
High-up on service. low-down on cost. The 24x7 network and customer support service from GSS America at 8x5 costs

Upload: americagss

Post on 20-May-2015

3.935 views

Category:

Technology


0 download

DESCRIPTION

vDesk, the 24x7 network monitoring and helpdesk support service from GSS America at 8x5 costs.

TRANSCRIPT

Page 1: NOC Service desk

High-up on service. low-down on cost.

The 24x7 network and customer support service from GSS America at 8x5 costs

Page 2: NOC Service desk

VDeskHigh-up on service. low-down on cost.

Managing off-peak customers can be a perennial challenge if you are

an ISP, Data Center or Web Hosting company. While you are clear that

your customers deserve nothing short of the best – the assurance of

24x7 network monitoring and helpdesk support, the costs of staffing

and managing a 24x7 support environment can quickly melt away

your profits, especially at those off-peak prices

Presenting VDesk, a 24x7 network/server monitoring and service

desk support solution from GSS America. Backed by a state-of-the-

art NOC, ITIL compliant processes, ISO 27001 certified security and

flexible engagement and pricing models – VDesk, makes the job of

setting up an on-demand 24x7 network monitoring and service desk

service or upgrading your 8x5 service a breeze.

Wireless Access Points / Routers

Managed Routers and Switches

Load Balancers

Firewalls

IDS

IPS

VPN

WAN Links

Solution Applied Resolution

External Escalation

Problem ResolvedOnsite

In - DepthTroubleshooting

Information Captured Root CauseEstablished?

Incident Closed

Quality Assurance

Problem StatementReceived

GSS America’s Technical / Service Desk Support Solutions

Connectivity Service Desk Solutions VoIP Service Desk Solutions

Dial up, broadband and wireless access troubleshooting

Email service troubleshooting

VoIP service troubleshooting

Web Hosting Service Desk Solutions

Apache and IIS web server operation and configuration

Email and FTP server operation and configuration

Support for popular control panels including cPanel,

Plesk, Ensim and more

Installation and service support

Equipment and network troubleshooting

Service feature support

GSS America’s Network Monitoring Services

IP PBX

VOIP servers

Proxy Servers

Switches

DNS

Windows Servers

Unix/Linux Servers

Application Servers

GSS America’s end-to-end network monitoring services covers

critical components and incident points that include:

Services include:

24x7 Network/Server Monitoring: State-of-the-art NOC to monitor

your network and server infrastructure 24x7, ensure that your network

functions at its optimum level and that effective performance & capacity

planning practices are in place

Network Devices Management: 24x7 monitoring and alert notification

for network devices such as firewalls, load balancers, routers, switches

and hubs

Network Performance Management: Monitor network thresholds and

effective management and administration of network usage

Server Management: 24x7 monitoring and alert notification for

Windows, Unix/Linux and Application Servers

Event notification and problem management

Proactive detection of network/server degradation and reporting visibility

of spare capacity and utilization trends

Page 3: NOC Service desk

Finally, making the choice between customer delight and cost management

is easy – both on your conscience and your budgets!

Why GSS America – Our key differentiators Flexible engagement models

Business benefits of VDesk

SLA driven approach

Right-skilled people

Fail-safe risk management & mitigation

Best-of-breed people management

World class infrastructure

”Seat-based model

This model allows you to base your requirement on a pre-set number of agents to manage your networks and service desk. The cost is preset and the seat numbers can be modified as and when demand requires.

Per device model

By pricing the engagement based on the devices being monitored and the SLAs required, transparency is maintained while removing the impact of people costs which works best with small to mid size engagements

24x7 support and monitoring for systems and network infrastructure that is capable of scaling up and down with usage and demand at

the cost of maintaining a 8x5 support overheadat the cost of maintaining a 8x5 support overhead

Dynamic resource management – the right level of resources as and when you need them – no need to keep expensive resources on

stand-by One-stop network/server management across multiple offices or branches and links with varying complexity levels

(bandwidth, routers and links)

Management of multiple operating systems, servers and technologies

Standards and compliance adherence and reporting

Real time visibility through monitoring consoles and dash boards

Reduced operational costs due to improved Mean Time Between Failures (MTBF) and the ability to predict performance issues

Improved customer satisfaction by higher availability of applications and services

Reduced attrition and customer churn through improved customer experience.

Increased profitability through more efficient use of network/server assets

Lower downtime incidences protects against potential revenue losses

Allows increased focus on your core business

Industry-leading service delivery and support teams operating under mature service and process standards (ITIL, ISO20000, ISO27001)

SLA visibility through check points across the

management team at all stages

Proactive system monitoring and trending

Service Desk call monitoring through our dedicated Quality

team

Metrics reporting including customer satisfaction and response

time

State of the Art NOC with operational area of 15000 sft

(expandable)

Support for many monitoring tools either deployed by GSS or

inherited from the customer

NOC Video Wall for visibility of key systems and

infrastructures

Redundant ISP connections for guaranteed availability

Best in breed ITIL based Incident Management software and

tailored processes

CC camera enabled monitoring

High security / Biometric based access protection

Highly available and resilient network and support

infrastructure

ITIL certified team

Certified service desk engineers

Team leader with ITIL masters certification

High level of accent, language and culture orientation

Disaster recovery (sites in US and India)

Redundant built-in Internet and VOIP setup

Fire and Natural Disaster proof NOC

Among the best employers in the industry

Ability to attract and retain the best talent – average tenure of senior

management team is 8+ years and middle management is 4+ years

Industry-leading benefits management and career development

policies

Ongoing training, assessments & skills enhancement

Page 4: NOC Service desk

Case studyGSS America helps a name brand US Retailer save on network/server monitoring and helpdesk costs and improve service delivery to their internal customers

A large US Retailer with more than 400 outlet stores and 2 remote Data Centers running a complex network comprised of multiple networks both internal and external, both distributed and centralized servers and a dedicated connection to each of the more than 400 store locations.

Challenges:

The client approached GSS America to optimize their server and network management, move their centralized Data Centers to Virtualization, shift their network monitoring

practices from re-active to pro-active, ease administrative requirements, and provide more reliable service to their users while reducing their costs.

GSS America’s solution:

GSS America’s remote network/server management( Monitoring) and helpdesk support services helped the client move from a distributed support and help desk available

8x5 to a 24x7 support environment offered from a single location, significantly improving their network efficiency and end-user service. In addition, GSS moved more than

20 different systems into a VM Ware based Virtual Environment running from 3 state of the art servers which reduced complexity and generated cost savings in terms of

power, cooling and service requirements while providing redundancy and High Availability. GSS America’s ITIL compliant processes, dynamic resource management and

improved planning and performance optimization not only helped the customer offset the cost of migrating to a 24x7 support environment, but also delivered significant

ROI through

Improved communication between IT and business: The ability to generate reports based on

bandwidth usage and network/server availability has been important to the client’s ability to

demonstrate overall network/server performance and how his team responds to issues and risk.

Improved planning and performance optimization:

Network traffic analysis is used to support business cases for implementing IT changes such as

adding bandwidth or hardware, deploying server load balancing solutions and implementing

best practices.

Increased Network/Server Historic Performance Metrics: By tracking and documenting short

term changes in network/server performance, as well as long term usage trends, the client could

implement strategies and best practices that not only diagnose network problems quickly and

effectively, but that also help mitigate risks before they occur, optimizing overall network

performance. ance.

Business benefitsOver 40% cost savings and 60% resource savings,

helping the client focus these resources on more

strategic projects

Customer Satisfaction improved by 30%, leading to

happier, more productive employees

Reduced business Impact through proactive

network/server monitoring

Increased first call resolution through effective

knowledge management

Business productivity increased by 15% based on better

usage of network and server resources

GSS America Infotech Ltd.

#189, Road No. 72

Prashasan Nagar, Jubilee Hills

Hyderabad-33 AP. India.

Tel: +91 40 40028707

Fax +91 40 40028703

email: [email protected]

GSS America, Inc.

1699 Wall Street

Suite 201

Mt. Prospect, IL 60056

Tel: +847 307 7606 x271

Fax: +1 847 640 3701

email :[email protected]

GSS America Infotech Ltd.

P.O. Box :73030

Dubai Internet City

Dubai - United Arab Emirates

Tel: +97 143 755 710

Fax:+97 143 672 786

email:[email protected]

GSS America Infotech Ltd.

Australia

Tel: +61 2 80643771

email:[email protected]

GSS America Infotech Limited

3 Shenton Way,

# 03-09 Shenton House

Singapore 068805

Office: (65) 6227 8157

Cell # (65) 8117 8175

Fax # (65) 6491 5300

email:[email protected]

GSS America Infotech Ltd. Block ‘B’, Third Floor, Cyber Gateway, HITEC City, Madhapur, Hyderabad - 500 081.AP. India.

Tel: +91 40 44556600 | Fax:+91 40 40028703 | email: [email protected]

Client: