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Corporate Overview
 

Corporate Overview

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Description of our IT Service Management

Description of our IT Service Management

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    Corporate Overview Corporate Overview Presentation Transcript

    • Corporate OverviewPresented ByBobby BreaSenior Field Executive
    • PC Mall Overview• Founded in 1987 • $1.5 billion in revenue • Approximately 2300 employees • Publically traded on NASDAQ (MALL) • One of the largest and fastest growing technology resellers • Consistently profitable • History or successful acquisitions • History of successful spin offs
    • The PC Mall Services Family Professional Services Lifecycle Services & •Data Centers Distributed Computing •Borderless Networks •Installations •Cloud Services •Configurations •Microsoft •Systems Refresh •Secure Mobility •Help Desk •Collaboration •IMAC Services •On-Site Staffing Managed & Cloud Change Management Services & eLearning•Remote Managed Services•Data Center Hosting•Business Continuity•Cloud Services•Microsoft Hosting PC Mall Services Portfolio
    • Strong Value Add • Highest Levels of Manufacturer Authorizations • Road mapping of leading • Continuous Process Improvement technologies to business Technology requirements • Industry Preferred Practices• Remote • Project Management Remediation Process Tools • Reporting and Metrics Optimization• Leveraging and optimizing current • ITIL Process Development hardware and software tool sets for greater ROI • SLA Management Customer Satisfaction People • Customer Satisfaction & Experience • Industry • Technology Driven Career Path Experience • Highly Skilled and Trained Engineers
    • Strong Value Add We provide “real world” services for our customers.• Experience o 25+ years experience delivering services to enterprise level companies o Provides service to over 1 million seats for our customers• Scalability & Knowledge o On top of cutting edge technologies o Continuous process improvement programs, financial strength, strong industry relationships• Flexibility o Solutions are customized to your needs o Flexible pricing options
    • IT Manufacturer Service AuthorizationsFully-certified warranty support for all Tier l manufacturers including: Apple Authorized Service Provider Hewlett-Packard Authorized Service Provider Lenovo/IBM Premier Personal Computer Service Business Partner Dell Warranty Parts Direct ParticipantToshiba Authorized Service Provider Lexmark Authorized Service Provider OKIdata Authorized Service Provider Panasonic Authorized Service Provider Samsung Authorized Warranty Service Provider
    • Solution AuthorizationsMicrosoft Gold Certified Partner  Microsoft Large Account Reseller  Microsoft Enterprise Software Advisor (ESA)Hewlett Packard Elite Partner  Storage Elite Partner  Imaging & Printing Elite Partner  ProCurve Elite Partner  Elite Service PartnerCisco Gold Certified PartnerApple Direct Partner Certified Product Professional Certified Support ProfessionalLenovo Premier PartnerIBM Premier Partner VMware Authorized Consulting Partner Symantec Premier Partner Citrix Gold Solutions Provider
    • CertificationsCisco Gold Partner Dell Enterprise Partner  Certified Specialists: Sales Experts Microsoft Gold Partner (CSE), Associates (CCNA, CCDA),  Certified Specialists, MSCE, MCPS, MCPSI, Professionals (CCNP, CCDP, CCIP, CCVP, MCDBA, MCSA, MCSAM, MCSEM, CCIE) MCNPS  ATP Video Surveillance  Competencies: Advanced Infrastructure,  ATP Physical Security Networking Infrastructure, Information  Advanced Data Center Network Worker, Unified Communications  Integration (CISCO UCS)  Connected Real Estate SIP  Converged Building Systems ATP Sun Certification & Expertise  Digital Signage Juniper Firewall, Infoblox DNS VMware Premier Partner Ruckus/Trapeze Wireless HP PartnerONE: EMC Certification & V-C-E Opportunity  Intel, BladeSystem, Storage APC Elite InfraStruXure Partner IBM Advanced Business Partner:  iSeries, xSeries, BladeCenter, Storage
    • Strategic Planning Solutions Planning and Discovery Sessions Focused on reviewing people, process and technology across distributed computing platforms.• Smaller groups with key stakeholders• ½ day to 2 day sessions• Sessions driven by a Consultant• Executive Summary with recommendations• Road mapping future state
    • Process ConsultingProcess redesign and rebuilding can be achallenging event and without key industryknowledge and years of experience, a new processcan not have the desired effects if not donecorrectly. SARCOM can help with proven processconsultants that can give that true “outside” viewand help implement a successful processimprovement plan.• ITIL based Framework• Proven Implementation Process• Fixed fee or T&M
    • E-Procurement / OpsTRACK• Developed in-house as an advanced procurement management system• Direct link to tier-one suppliers• Convenient and cost-saving• Incorporates leading technology• Eases acquisition, authorization and administration• Software suite includes…  Procurement Manager  License Manager  Asset Manager  Optional Workflow Manager BACK
    • Warehousing & Logistics Facilities and Capabilities• Three warehousing locations for improved shipping and deployment times for those projects and deployments that require national reach.  Columbus, Ohio  Memphis, Tennessee  Irvine, California• Over 500,000 sq feet of total warehouse space• Controlled building access security• On-site Security Teams for physical inventory controls
    • Integration & Configuration Facilities and Capabilities• Three integration locations for improved shipping and deployment times for those projects and deployments that require national reach.  Columbus, Ohio  Memphis, Tennessee  Irvine, California • Gigabit Ethernet capability to workstations • 1 Terabyte SAN for images and customer data backup; VLANs for security at each location
    • Integration & Configuration Imaging Solutions• ISO 9001-2000 Compliant Facility & Operations• Image Management & Consultation• Simple & Complex Integrations• Staging & Asset Tracking• Asset Tagging• Inventory Reporting• Customized Solutions – High Touch, Complex Configurations – Low Touch, Standard Manufacturer Configurations
    • Project Management SolutionsPM Solutions include a fully staffed PMO to assist ourcustomers with deployments and standard IT service deliveryprojects, including:• On-site skilled PM’s to asset with IT projects• Remote skilled PMO to integrate with current project deployments and maintain timelines and budget targets• Providing new and existing turnkey IT solutions• We are scalable, knowledgeable and flexible• Utilize a propriety standard methodology
    • Service Offerings • Remote Managed Services • Data Center Hosting • Cloud Services •24x7 NOC/ Monitoring: Server, • SAS70 Type II (Infrastructure as a Service) Storage, Network, Applications •VMWare Servers •Proactive Management: OS, • N+1 Infrastructure •SAN Storage Servers, Network, Storage • High Density •Internet Bandwidth •Operations Desk Support •Customer Premise or Hosted • Owned & Operated •iSeries Ready Access •Backup & Recovery Services Systems Hosting Cloud Monitoring & Management Services Computing • High Availability Business • Microsoft Hosting Services Recovery (MCS/BPOS) • Customer owned or • Exchange 2007 provided as a service • SharePoint 2007 • Testing & Recovery • Office Communication Support Server • On-Demand Resources • CRM Business Microsoft Continuity Hosting
    • Remote Managed Services Service Delivery Operation Model Operations Service Managed Business ServiceEnd Users Desk Services Monitoring (Reactive Support) (Proactive Sys Mgmt)Applications Portals Desktop ERP eMail Servers Help Desk Servers CRM Monitoring OS Database eCommerce NOC Network Web Network On Site Data Center VoIP Cloud
    • Help Desk• SARCOM Service Desk was established in 1996 and is located in Columbus, OH• Open 24 hours a day – 365 days a year• Staffed by 60 Skilled Analysts supporting over 50 Clients• ACD (automated call distribution) system• Incident Management Tool - SARTrac• Knowledge tools• Computer lab
    • Field Service Overview• Our People – 550+ Certified Engineers, Technicians, and Project Managers – Carry Over 4,400 Certifications & Authorizations – Customer Service Focused• Back-office Expertise – Centralized Administrative and Logistical Model providing consistent, efficient services – Proven Methodologies and Process – Service Management Systems
    • Field Service Equipment Types Covered Servers Desktops Printers Routers Switches Patch Panels Phone Systems Plasma / LCD Screens
    • Outsourcing Cost Considerations• Turnover Ratio Percentage (Represents the number of employees turned over within a year based on the average turnover rate and the impact associated with that turnover• Backfill Costs in Days For Sick Time, Vacation, Training, etc.• Training Costs (Average amount spent on training each year for each associate)• Opportunity Costs (Indirect costs incurred from time devoted to support that could be spent on Strategic I/T Initiatives)• Area Manager (Estimate of time spent attending to resources or processes)• Director/CIO (Estimate of time spent attending to resources or processes)• Reporting and Metric Analysis (Time spent each month analyzing ticket data and preparing reports)• Infrastructure Load on Resources (Rent, Utilities, Telecom, Furniture, PCs, Cell Phones, Pagers, Supplies, Transportation Costs and Equipment, Payroll Support Staff, HR Support Staff, Etc.)• Outside help needed for trouble tickets and additional support requirements (support cannot be done with current skill set employee)
    • Outsourcing ApproachTransition Planning Implementation Steady State Optimization• Account Start-Up • HR Management • Run the operation • Drive Efficiencies• Assign Team • Employees Switchover • Manage customer • Retool Processes• Define Processes • Outbound Communication expectations • Alternative Solutions• Maintain Current Business • Implement & Refine • Manage call volume • Evaluate emerging• Validate Assumptions Processes • Ensure customer technologies• Planning • Process & Project satisfaction • Focus on:• Reporting Management • Meet SLAs • People• Communication • Metrics & Reporting • Reporting • Process • Operational Cutover • Technology Program Management
    • Value PropositionOur solutions are built on an approach that focuses on core impact areas to lower risk Cost • • Minimizes transition costs Hard cost savings Savings • Increased utilization of existing staff allowing for greater employee retention • Leverages our branch and virtual employee base to reduce cost and increase customer satisfaction Customer • • Offers a support model that retains a percentage of customers staff Uses local branch management during implementation phase Satisfaction • Improved employee retention reducing risk of service interruption • Promotes quick transition to steady state after implementation objectives are complete and operations stabilizes • Increased location coverage providing improved SLAs • Similar engagements with other clients • Solution components are part of our core competency Experience • Over 25 years of experience
    • Field Service On-Demand IT Services• Remedial Maintenance• Preventative Maintenance• Warranty Support• Engineering & Field Change Orders and Advisories• End to End Infrastructure Support and Management• Network Infrastructure Maintenance Support• IMAC Services• Desk Side Support Services• Time and Material and Block Contract Support
    • Field ServiceNational Coverage • National Coverage including Hawaii & Alaska • 99% of all zip codes covered
    • Systems Refresh / DeploymentsFrom day to day single PC refreshes, to large scale deployments ofthousands of PC’s, SARCOM uses our capabilities of warehousing,imaging, and national deployment teams, along with our PMO toprovide seamless IT lifecycle refresh services.• 700+ Certified Engineers, Technicians, and Project Managers• Over 4,400 Certifications & Authorizations• Customer Service Focused
    • Recycling & Disposal End of Life Management• Pick up of all equipment from your locations• Physical audit of all items received• Data erasure and overwriting of hard drives• Data storage devices can be physically destroyed• Disposal/recycling is EPA-compliant; transfer of title or certificate of recycle is provided• Schedule Management to ensure on-time pickup• Delivery for any assets redeployed• Reporting