2. 2
Business Advantage
Transform your IT department from
being a cost center to a business
advantage.
Presilient Worldwide provides
specialized ITOC services to free
up your IT resources allowing them
to re-focus on delivering innovative,
business-improving technologies
and solutions.
3. 3
The ITOC Advantage
• An effective Service Desk
improves:
– Employee productivity
– Reduces IT support cost
– Enables your organization to
re-focus the existing IT team
on more strategic projects.
• Specialized ITOC services:
– Certified IT Operations Center
(ITOC) support team
– Knowledge-centered approach
• Integrates technical expertise
• Information management
• Best in class tools
• Mature ITIL processes
• ITOC support enables:
– Access to enterprise grade,
high quality IT support
services
– Affordable pricing which
reflects the economies of
scale, toolsets
– Process sophistication usually
only available to large
organizations.
• We provide end-users an
exceptional service experience
that improves the productivity
of your IT team.
4. 4
Benefits
• Service Quality. ITOC is staffed by qualified engineers supported by a
comprehensive toolset. We place an emphasis on continually building our
knowledge of our customers’ systems, users and business needs and using
this knowledge as the basis of a proactive support methodology. The result
is faster diagnosis, more effective resolution and greater user satisfaction.
• Full Coverage. Our Colorado-based ITOC provides full coverage across
your business hours. For cost effectiveness, full support is provided during
normal business hours, with an after-hours model in place to service critical
incidents whenever they occur. A flexible resource model means that we
can provide a uniform response level to users even through periods of high
demand.
5. 5
Benefits
• Resource Stability - Knowledge Retention.
– ITOC allows your key IT staff to stay focused on high value projects that drive
business advantage.
– Providing better job satisfaction while delivering businesses with more
predictable project outcomes
– Improved IT support team morale, and assisting with staff and knowledge
retention.
• Realizing Savings.
– Continuously improve efficiency through removing complexity, reducing non-
standardization, automation of repetitive tasks, tool integrations and root cause
resolution.
– Service Agreement models that pass savings directly to our customers enabling
them to realize benefits in a way that fixed internal resource models cannot.
• Integrated Delivery – Extend and enhance your IT Team.
– ITOC can operate as an extension of your IT team.
– Enable work to be passed seamlessly between all teams – yours and ours.
6. 6
Support
Ticket Management
• Single point of contact for
all user support
• Customized telephone
and web portal interfaces
for users
• Tier I & II incidents
resolved
• Assignment of incidents
and service requests to
onsite or internal IT and
external vendors as
needed.
• Track and manage all
incidents and requests to
closure
Desktop Support
• Support of all PCs,
laptops, Smartphones,
printers and mobile
devices
• Remote management
and control agent
installed on all devices
• SOE (Standard Operating
Environment) repair,
updates, rebuilds
• Asset tracking –
ownership, location and
configuration of PCs &
Laptops
User Support
• Customized end-user
service portal with single-
sign-on link from your
intranet
• Self-help support portal –
FAQs, knowledge base
• Functional help and
guidance for business
software
7. 7
Support
SLAs for all Services
• Phone call answer time
targets (e.g. 90%
answered in 30 seconds)
• Priority-based incident
resolution targets (e.g. 4
hour resolution for
Priority 2)
• Service Requests
completed with agreed
target times
• End user satisfaction
surveys (e.g. average
satisfaction greater than
90%)
Service Management &
Reporting
• Service Delivery Manager
assigned
• Operational status
reports
• Monthly performance
analysis
• Proactive service
improvement
recommendations
On-Site Technical Support
• Moves, adds, changes
etc.
• Desk-side assistance
• Data centre operations
management
8. 8
The Message
• Full range of services available
• Integration with existing IT team / processes / policies
• Industry Standard tools - Easy to implement, easy to
integrate
• Best Practice Methods - ITIL
• Reduced Cost - Direct and indirect savings
• Improved End User Experience
