Managed Services Support


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Help Desk Support for Managed services Level 1.5 and Level 2

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Managed Services Support

  1. 1. Customer Solutions
  2. 2. Typical Challenges – Managed Services <ul><li>Line of Business </li></ul><ul><ul><li>Users need support for Hardware and Software </li></ul></ul><ul><ul><li>Proprietary and Shrink Wrap Support </li></ul></ul><ul><ul><li>End users need support 24x7 </li></ul></ul><ul><li>Operations </li></ul><ul><ul><li>Staff unable to support all of the Applications </li></ul></ul><ul><ul><li>Business asks for more with less </li></ul></ul><ul><ul><li>Budget being cut – but volume going up </li></ul></ul><ul><ul><li>Helpdesk referred to as Helpless Desk </li></ul></ul><ul><ul><li>Volume Fluctuates – unable to plan staffing </li></ul></ul><ul><li>Engineering </li></ul><ul><ul><li>Need to improve but unsure how to get it done </li></ul></ul><ul><ul><li>ITIL is a goal, but unsure how to develop </li></ul></ul><ul><ul><li>We need to drive users to self help and issue avoidance </li></ul></ul>
  3. 3. Apollo Health Street – Strategic Support Solutions <ul><li>Strategic Support Solutions has considerable knowledge and experience with Customer Support/Help Desk delivery </li></ul><ul><li>We handle over 1 million calls every year. </li></ul><ul><li>The pillars of our delivery capabilities </li></ul><ul><li>People – Strategic Support Solutions is committed to the continued education of our help desk professionals. </li></ul><ul><li>Process – We believe in Best Practices and have developed our own industry leading Best Practices Blue Book. </li></ul><ul><li>Technology – State of the art physical, telecom & network infrastructure in our delivery center. </li></ul><ul><li>Cost Competitiveness </li></ul><ul><li>Strategic Support Solutions delivery center in Americus, GA is a public-private partnership with the local administration. </li></ul><ul><li>We work with the best local talent and are also an employer of choice in Americus. </li></ul><ul><li>Leveraging the best talent available in this rural economy allows us to be cost competitive. </li></ul>
  4. 4. Managed Services - Service Desk <ul><li>As a trusted partner of many Managed Services companies, we have the expertise to handle your customers issues. </li></ul><ul><li>Below is just a sample of what we support today: </li></ul><ul><li>Windows OS </li></ul><ul><li>MAC OS </li></ul><ul><li>MS Windows Servers </li></ul><ul><li>MS Exchange Servers </li></ul><ul><li>Blackberry Enterprise Servers </li></ul><ul><li>Mobile Devices </li></ul><ul><li>System Monitoring / Diagnosis </li></ul><ul><li>Spam Applications </li></ul><ul><li>CITRIX Servers </li></ul><ul><li>System Patching / Updates </li></ul><ul><li>Firewalls </li></ul><ul><li>FTP Applications </li></ul><ul><li>VPN Applications </li></ul><ul><li>IIS Servers </li></ul><ul><li>Wireless </li></ul><ul><li>Drive Capacity Issues </li></ul><ul><li>Network Performance / Connectivity </li></ul>With an average First Level Resolution rate of above 70% , our Service Desk saves your customers time and money!
  5. 5. Customer Profile – Covisia Solutions, Inc. <ul><li>Delivery method – Onshore </li></ul><ul><li>24 x 7 x 365 Support </li></ul><ul><li>Scope of Services – </li></ul><ul><ul><li>Level 1 and 1.5 Technical Support </li></ul></ul><ul><ul><li>Citrix Access Control Suite </li></ul></ul><ul><ul><li>Network/Server Monitoring </li></ul></ul><ul><li>Monthly Incident Volumes – 1200 </li></ul><ul><li>Value Added Services </li></ul><ul><ul><li>Cisco Support </li></ul></ul><ul><ul><li>Zenith and N-Able monitoring of systems </li></ul></ul><ul><ul><li>Single Point of Contact </li></ul></ul>Based in Waltham, Massachusetts, Covisia Solutions Inc. is a leading provider of information application delivery, networking, security and IT support services designed to enable clients to work more effectively and increase focus on their core business. <ul><li>Outsourced Help Desk & Managed Support </li></ul><ul><li>Application Delivery & Virtualization </li></ul><ul><li>Unified Communications </li></ul><ul><li>Disaster Recovery & Business Continuity </li></ul><ul><li>Network Optimization & Security </li></ul> Covisia Solutions named 2008 Northeast Partner of the Year! The Covisia Service Desk
  6. 6. Customer Profile – Capital Network Solutions <ul><li>Onshore Delivery method </li></ul><ul><li>24 x 7 x 365 Support </li></ul><ul><li>Scope of Services – </li></ul><ul><ul><li>Level 1 and 2 Technical Support </li></ul></ul><ul><ul><li>Citrix Access Control Suite </li></ul></ul><ul><ul><li>Network Monitoring </li></ul></ul><ul><li>Monthly Incident Volumes – 600 </li></ul><ul><li>Value Added Services </li></ul><ul><ul><li>Provide Email Firewall Support (SonicWALL, Barracuda, Spam Soap, etc.) </li></ul></ul><ul><ul><li>Reseller Services </li></ul></ul><ul><li>Capital Network Solutions (CNS) is the Northern California premier network services and consulting company. </li></ul><ul><li>Full turn‑key solutions for network services including : </li></ul><ul><li>Design </li></ul><ul><li>Implementation </li></ul><ul><li>Project Management </li></ul><ul><li>Patch Management </li></ul><ul><li>Backup Management </li></ul><ul><li>Technical Support </li></ul><ul><li>Network Security </li></ul><ul><li>Admin Training </li></ul><ul><li>Spam and Anti-Virus Protection </li></ul><ul><li>24x7 Help Desk Support </li></ul>The CNS Service Desk
  7. 7. Customer Profile – Structured Technologies, Inc. <ul><li>Delivery method – Onshore </li></ul><ul><li>24 x 7 x 365 Support </li></ul><ul><li>Scope of Services – </li></ul><ul><ul><li>Level 1 and 1.5 Technical Support </li></ul></ul><ul><ul><li>Server Level Support </li></ul></ul><ul><ul><li>Network/Server Monitoring </li></ul></ul><ul><li>Monthly Incident Volumes – 600 </li></ul><ul><li>Value Added Services </li></ul><ul><ul><li>Blackberry/BES Support </li></ul></ul><ul><ul><li>Terminal Server Support </li></ul></ul><ul><ul><li>Account Administration </li></ul></ul>Structured Technologies is the regional leader in Data Center Solutions and Managed IT Services. STI brings the best of enterprise technology and expertise to all sized businesses! <ul><li>IMPROVE YOUR DATA </li></ul><ul><li>Backup / Recovery </li></ul><ul><li>Message Archiving </li></ul><ul><li>Storage </li></ul><ul><li>IMPROVE YOUR BUSINESS </li></ul><ul><li>Managed Services </li></ul><ul><li>Infrastructure </li></ul><ul><li>IMPROVE YOUR OPERATIONS </li></ul><ul><li>Virtualization </li></ul><ul><li>Assessment Programs </li></ul><ul><li>Software Development </li></ul> The STI Service Desk
  8. 8. Customer Profile – Second City Computers, Inc. <ul><li>Delivery method – Onshore </li></ul><ul><li>24 x 7 x 365 Support </li></ul><ul><li>Scope of Services – </li></ul><ul><ul><li>Level 1 and 1.5 Technical Support </li></ul></ul><ul><ul><li>Server Level Support </li></ul></ul><ul><ul><li>Network/Server Monitoring </li></ul></ul><ul><li>Monthly Incident Volumes – 200 </li></ul><ul><li>Value Added Services </li></ul><ul><ul><li>Terminal Server Support </li></ul></ul><ul><ul><li>Account Administration </li></ul></ul><ul><ul><li>Zenith/ConnectWise Monitoring </li></ul></ul>Since 1992, Second City Computers, Inc. has been providing networking solutions and support. Our experience has helped us develop a process that allows us to best meet your needs. <ul><li>Preventative Maintenance </li></ul><ul><li>Network Administration </li></ul><ul><li>Help Desk </li></ul>Managed Services The 2cc Service Desk
  9. 9. Customer Profile – eTG <ul><li>Delivery method – Onshore </li></ul><ul><li>24 x 7 x 365 Support </li></ul><ul><li>Scope of Services – </li></ul><ul><ul><li>Level 1 and 1.5 Technical Support </li></ul></ul><ul><ul><li>Server Level Support </li></ul></ul><ul><ul><li>Network/Server Monitoring </li></ul></ul><ul><li>Monthly Incident Volumes – 500 </li></ul><ul><li>Value Added Services </li></ul><ul><ul><li>NOC Support </li></ul></ul><ul><ul><li>Alert Monitoring </li></ul></ul><ul><ul><li>Zenith/ConnectWise Monitoring </li></ul></ul>ETG specializes in technology for physician practices, so we're uniquely equipped to deal with your business challenges stemming from technology. We have specific, focused experience working with a myriad of practice management systems, electronic medical records systems, lab solutions, imaging systems and hospital integration. In other words, we power healthy business. The eTG Service Desk Because our focus is healthcare, we offer informed opinions and connect you with our other clients for consultation. Other IT companies don't have that specialized knowledge to share to your benefit. ETG is also actively involved in the major trade associations and groups, like the MGMA and HIMSS, which helps us stay current on relevant issues and maintain regular training on the technical areas of our business.
  10. 10. Customer Profile – DynaSis <ul><li>Delivery method – Onshore </li></ul><ul><li>24 x 7 x 365 Support </li></ul><ul><li>Scope of Services – </li></ul><ul><ul><li>Level 1 and 1.5 Technical Support </li></ul></ul><ul><ul><li>Overflow Services </li></ul></ul><ul><ul><li>Server Level Support </li></ul></ul><ul><ul><li>Network/Server Monitoring </li></ul></ul><ul><li>Monthly Incident Volumes – 500 </li></ul><ul><li>Value Added Services </li></ul><ul><ul><li>NOC Support </li></ul></ul><ul><ul><li>Alert Monitoring </li></ul></ul>F ounded in 1992 as a small computer repair and service business, DynaSis has evolved into one of the metro Atlanta area’s most respected information technology firms, now offering a comprehensive suite of services and technology solutions. The DynaSis Service Desk Your Equipment, Our Expertise Our Equipment, Our Expertise
  11. 11. Our Combined Knowledge & Experience Managed Services Service Desk Your Company
  12. 12. What our Partners are saying! I wanted to take the opportunity to reflect on your Team and the transition our Service Desk support to Apollo. You have all the right players in place as this transition was a very smooth one. The Team continues to grow with addressing the unique issues we have with different Customers and your Team adapts to these change remarkably and very professional. Our Level 1 queue has never been under control like it is now through Apollo. You have a solid Team and they handle themselves well with our, sometimes, difficult clients. Great job and keep up the fantastic efforts. They are very much appreciated!!! Sincerely Keith Wrubleski, Director - Professional Services Structured Technologies Inc. Our [Covisia] integration of Apollo’s Service Desk into our managed support services was near flawless.  Apollo worked aggressively to understand our tools, protocols and procedures; while making recommendations and improvements with workflow management between the two organizations.  Apollo’s ability to deliver a first-class Service Desk has been a true value-add to our managed support service offerings.  Sincerely Don Croad, Director of Support Services Covisia Solutions, Inc.
  13. 13. Why Apollo Health Street? <ul><li>We are confident that our Business Solutions will: </li></ul><ul><li>Decrease support costs </li></ul><ul><li>Increase Service Level metrics </li></ul><ul><li>Increase Customer Satisfaction </li></ul><ul><li>Improve communication across the enterprise </li></ul><ul><li>Appropriately manage risks </li></ul>We look forward to working with you to engineer the best business solution available.
  14. 14. Contact Information Bill Hockensmith Program Manager, AHS Strategic Solutions Direct – 770.627.9400 Mobile – 404.805.6459 Email – [email_address] Our customers love us and so will you! Thank You