Implementing It Service Excellence For Enhanced Customer Experience Complete Deck

Implementing IT Service Excellence for Enhanced
Customer Experience
Yo u r C o m p a n y N a m e

Agenda for Implementing IT Service Excellence
2
o Optimize the IT infrastructure – improved service desk
o Increase customer retention by effective incident handling
The Purpose is to Implement IT Service Excellence
o Delivering IT services to end user as technology service provider
o Preparing service agreement and SLA
As a Technology Service Provider
Your Text Here
Your Text Here
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TableofContents
3
01. About Us
o Brief Description About Our Company
o Key Milestones Achieved During Years
o What Services Do We Offer to Clients?
02. Current Scenario
o What are Current Concerns Faced in IT Infrastructure?
o Assessment of IT Service Management
o Assessment of Firm Service Desk at Present
o Analyzing Present Service Delivery Gap
o Firm Comparative Analysis
o Key Reasons for IT Service Excellence Implementation
03. Executing IT Service Excellence
o IT Service Implementation Plan
o IT Service Management Roadmap
o Customer Centric Transformation Process
o Implementing Help and Service Desk as Single Point of Contact
04. Help Desk
o Roles and Responsibilities within Help Desk
o Help Desk Incident Management Flowchart
05. Service Desk
o Roles and Responsibilities within Service Desk
o Other Roles and Responsibilities within Service Desk
o Choosing Effective Service Desk Management Tool
06. Incident Management
o Timeframe for Incident Management
o Automated Incident Management
07. Measuring IT Staff Performance
08. Cost Associated to Firm
o Budget for Implementing IT Service Excellence to Functional Areas
o External IT Staff Training Schedule with Cost
09. Overall Impact of Successful Implementation of IT
Service Excellence
10. Handling Client
o IT Service Maintenance Checklist
o IT Service Desk Issues and Resolve Time
o IT Service Charges
o Monthly Service Maintenance Charges
11. Providing Vendor Management Solutions to
End Customer
13. Service Agreements and SLAs
o Purpose, Service Period, Automatic Renewal
o Purchase, Devices Covered
o Client Office Information
o Limitations, Warranties and Termination
12. Maintaining Client Information
o Client Onboarding Details
• User and Domain Name Info
• ISP and Web/Email Hosting
• Server Info and Firewall
• Antivirus and Backups
• Network Device Inventory and Printers
o Client Standards Checklist

4
Brief Description About Our Company
Key Milestones Achieved During Years
What Services do we Offer to Clients?About Us
4

Brief Description About Our Company
5
The slide provides glimpse about startup firm overview in terms of their objectives, mission statement and keys to success.
Ensure growth of customers by delivering good work to aid like- mind business to achieve their goals
Mission Statement
To create values driven society by becoming a global resource for evolution of human consciousness
Vision Statement
o Shared vision
o Commitment
o Customer satisfaction
o Add text here
Mission Statement
Company Background
Founder – Dexter Hastings
Founded in - 2014

Key Milestones Achieved During Years
6
The slide provides information about the key milestones firm has achieved in past few years.
JAN
FY 13
APR
FY 14
OCT
FY 17
OCT
FY 15
AUG
FY 16
Established
Legal Entity
IT Services
Launched
10,000
Users
10,000
Users
USD
1 Million

What Services do we Offer to Clients?
7
This slide provides information regarding the various services that are offered to the clients. The services include - server monitoring, backup monitoring, patch management, etc.
Description Frequency Comments
Ensuring Optimum Performance by Monitoring User’s Workstations Daily Add Text Here
Tracking User’s Servers for any Issue Weekly Add Text Here
Monitoring User’s Routers and Switches Ensuring Smooth Network
Traffic
Hourly Add Text Here
Enabling User’s Data Protection Daily Add Text Here
Handling User’s Email Availability, SQL Database and Terminal Devices Hourly Add Text Here
Patch Level Monitoring and Management Hourly Add Text Here
Self Healing Solutions to User’s Workstations and Servers Hourly Add Text Here
Review Meetings
Strategic IT Planning
Monthly / Quarterly Add Text Here
Delivering User with Complete Security System Management with
Antivirus, Antimalware and Antispyware
Weekly Add Text Here
Workstation Monitoring
Endpoint Security(ESM)
Server Monitoring
Network Monitoring
Backup Monitoring
Application Monitoring
Patch Management
Automated Maintenance
Performance Reporting
Core Offerings

8
What are Current Concerns Faced in IT Infrastructure?
Assessment of IT Service Management
Assessment of Firm Service Desk at Present
Analyzing Present Service Delivery Gap
Firm Comparative Analysis
Key Reasons for IT Service Excellence Implementation
Current Scenario
8

What are Current Concerns Faced by IT Department?(1/2)
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The purpose of this slide is to provide information regarding the current issues which are faced by IT department in terms of increase in IT infrastructure cost, delay in service.
250000
300000
350000 370000
Q1 Q2 Q3 Q4
IT Infrastructure Cost
Amount ($)
o Outdated hardware and software devices makes the entire
process inefficient and making the entire process costly
o Add text here
o Add text here
Key Takeaways
o IT department face issues in incident handling and managing
requests which leads in delaying the service request
o Add text here
o Add text here
Key Takeaways
1
3
4
6
Q1 Q2 Q3 Q4
Service Delay
Average Service Delay (Business Days)
This graph/chart is linked to excel, and changes automatically based on data. Just left click on it and select “Edit Data”.

What are Current Concerns Faced by IT Department?(2/2)
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The purpose of this slide is to provide information regarding the current issues which are faced by IT department in terms of increase customer attrition rate and service failure.
There is a rise in customer
attrition rate with increase in
service failures
Add Your
Text Here
Add Your
Text Here
Key Takeaways
Impact of Service Failure on Customer Attrition
25%
37%
49%
61%
12%
18%
24%
28%
Q1 Q2 Q3 Q4
Customer attrition rate(%) Service failure rate(%)

Assessment of IT Service Management
11
IT service management capabilities will be judged based on several parameters such as incidents and service requests handling rate, service failure rate, customer satisfaction score, etc.
Parameters Industry Standard Firm’s Standard
Incidents Handling Rate 20- 40% 40%
Average Time for Client Onboarding 1-2 weeks 4-6 weeks
Successful Service Requests Handling 35% 12%
Software Packages Available
o Software 1
o Software 2
o Software 3
o Software 4
o Software 1
o Software 2
Service Delay Rate 15% 30%
Service Failure Rate 3% 15%
Problem Escalation Rate 22% 32%
Customer Satisfaction Score Score - 8 Score – 4

Assessment of Firm Service Desk at Present
12
Service Desk capabilities will be determined based on several parameters such as handling network, system, database operations by comparing firm’s standard to industry benchmark.
Parameters Industry Standard Firm’s Standard
Handling Network Operations
o Incident management and reporting
o Traffic management
o Network reviews
o Implement backups
o Incident management and reporting
o Implement backups
System Operations
o Patches installation
o Change management
o Account management
o Performance monitoring
o Patches installation
o Change management
Database operations
o Fault monitoring
o Log reviews
o Add text here
o Fault monitoring
o Add text here
Security management
o Perform vulnerability scans
o Monitor IPS logs
o Perform vulnerability scans

Analyzing Present Service Delivery Gap (Option 1 of 2)
13
The slide displays the current delivery gap the firm has been facing in context to effective IT service management and how much it lags in the mentioned focus areas as compared to the industry
benchmark.
95%
83%
94%
90%
74%
83%
86%
24%
18%
25%
40%
18%
30%
22%
71%
65%
69%
50%
56%
53%
64%
0
10
20
30
40
50
60
70
80
90
100
110
120
Real Time Synchronization Incident Management Service Request Management Effective Issue Esclation Add Text Here Add Text Here Add Text Here
Focus Areas
Industry Standard Current Firm Capability Firm Lag

Analyzing Present Service Delivery Gap (Option 2 of 2)
14
The slide displays the current delivery gap the firm has been facing in context to effective IT service management and how much it lags in the mentioned focus areas as compared to the industry
benchmark.
95%
83%
94%
90%
74%
83%
86%
24%
18%
25%
40%
18%
30%
22%
71%
65%
69%
50%
56%
53%
64%
0
10
20
30
40
50
60
70
80
90
100
110
120
Real Time Synchronization Incident Management Service Request Management Effective Issue Esclation Add Text Here Add Text Here Add Text Here
Focus Areas
Industry Standard Current Firm Capability Firm Lag

Firm Comparative Analysis
15
The slide explains the present situation of firm as compared to the industry standard and its’s major competitors that are existing in the market by comparing them on various attributes.
Error and scope
of rework
10% 34% 15% 8% 11% 13%
Cost incurred($) 650,000,000 700,000,000 875,000,000 525,000,000 595,000,000 825,000,000
Delay in Customer
response time
5-15 mins 2 Hr 30 mins 20 mins 25 mins 30 mins
Your Text Here XXX XXX XXX XXX XXX
Industry
Benchmark
Own
Firm
Competitor
1
Competitor
2
Competitor
3
Competitor
4
Attributes

Key Reasons for IT Service Excellence Implementation
16
The purpose of this slide is to provide information the crucial reasons for implementing IT service excellence in order to increase customer retention.
62%
56%
48%
46%
44%
40%
26%
%AgeofCustomerDrops
KeyReasons
Response Time on Key Decision
Your Text Here
Poor Communication Support
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Outdated Methods
Your Text Here
Lack of Offline Support

17
IT Service Implementation Plan
IT Service Management Roadmap
Customer Centric Transformation Process
Implementing Help and Service Desk as Single Point of Contact
Executing IT
Service Excellence
17

IT Service Implementation Plan(1/2)
18
The slide displays information regarding the IT service plan that firm will implement regarding various parameters such as people, process, technology and partners, with their description, whether they are
critical, person responsible and deadline.
Description Critical Responsible Deadline
Participate in Implementing IT Service Excellence Initiative Yes Margaret 10 June
Add Text Here No XXXXXX XXXXXX
Organize Processes for Preparing Deliverables Yes Dexter 2 July
Add Text Here No XXXXXX XXXXXX
Software Purchase – Software 1, Software 2 Yes Murphy 7 July
Hardware Purchase – Hardware 1, Hardware 2 Yes Murphy 24 July
Add Text Here XXXX XXXX XXXX
Vendor 1 XXXX XXXX XXXX
Vendor 2 XXXX XXXX XXXX
People
Processes
Technology
Partners
Parameters

Initiate
Implementation Plan
Service Desk
Implementation
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Add Text Here
Add Text Here
IT Service Implementation Plan(2/2)
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This slide depicts IT service implementation plan with crucial activities mentioned with timeline.
1 Mar-01 Apr-01 May-01 Jun-01 Jul-01 Aug-01 Sep01 Oct-01 Nov-01 Dec-01
Development
QA
UA
Requirements Gathering
Build
Assessment Plan
Your Text Here
Your Text Here Your Text Here
Your Text Here Your Text Here Your Text Here
Your Text Here Your Text Here

IT Service Management Roadmap
20
The slide displays information regarding various crucial activities such as release management, configuration management, etc. with the timeline associated to them.
2019 2020 2021
Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4 Q1 Q2 Q3 Q4
Release
Management
Configuration
Management
Problem
Management
Incident
Management
Request
Management
Service Portfolio
Management
Tools
Text Here Text Here Software Delivery Automation
Desktop Engineering Text Here Text Here
Alternative Client
Computing Platforms
Daily Readiness Review Text Here Incident
Response Team
Services
Trend Analysis And
Targeted Support Actions
Work Instructions
Enhancements
Standardized
Root Cause
Field Support
Optimizations
Text Here Incident Management Services
Work Instructions
Enhancements
Text Here Text Here Request Management Services
Software
Delivery
Automation
Service Desk Training
Delivery
Service Catalogue Text Here
Daily Readiness
Review
Text Here Cost Per
Contact
Management
Text Here Text Here
Text Here

Customer Centric Transformation Process
21
The centric processes like customer information maintenance that will lead to integration of customer related information by using customer information system technology with the duration to implement it
in the organization.
Operational Strategy Technology Used Tools Used
Implementation
Duration
Digital File to Store all Crucial Information About Bank Customer’s
Personal and Account Information, Transactions
Customer Information
System
Customer Information File 1 Month
o Standardization of Client Facing Processes Like Tracking Customer
Data
o 360-degree Customer Profile
o Real Time Reporting
Cloud Based Technology HubSpot CRM, Zoho CRM 1 - 4 Months
o Customer Complaint Handing
o Automating Low Value Transactions
o Personalize Human Interaction
o Embrace Human – Machine Interaction
Artificial Intelligence,
Predictive Analytics,
Robotic Process
Automation
Add Text Here 3-4 Months
o Streamlining Application Process by Requesting Fewer Documents
from Customers
o Customized Services with Effective Support Across Channels
Machine Learning
Artificial Intelligence
Appway 2-3 Months
o Add Text Here
o Add Text Here
Add Text Here Add Text Here 2-4 Months
Customer Information
Maintenance
Customer Relationship
Management
Delivering Omnichannel
Experience
Digital Client Onboarding
Process
Service Delivery
Management
Objective

High end user customer
satisfaction - Service desk
helps in keeping
end user well informed
Increase end user productivity-
Service desk helps in end user
in tracking problem and
continue daily work
Better cost control -
Ensures the call is routed to
appropriate department
inside the firm to resolved
Implementing Help and Service Desk as Single Point of Contact
22
The slide displays information regarding the implementation of service desk as single point of contact to end user. It will outward focused on the customer and will inward focused in managing day to day
processes of the business. It will help users in monitoring the problems and ultimately reducing client costs.
Service Desk Single Point of Contact
Client
Problems
Help Desk
Tier 1 Tier 2 Tier 3
Incident
Management
Server
Incidents
Advanced
Server
Problem
Management
Inbound Client
Requests
Dispatch
Vendor
Management
Surveys Validation
Customer Follow Ups
Add
Text Here
Add
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Add
Text Here
Add
Text Here
Add
Text Here
Add
Text Here

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Roles and Responsibilities within Help Desk
Help Desk Incident Management Flowchart
Help Desk
23

Roles and Responsibilities within Help Desk
24
This slide provides information regarding roles and responsibilities that are assigned within a help desk. These roles and responsibilities are categorise in three different support levels.
Incidents registration
and classification
Transfer the incident to
expert technical support
groups when no ad hoc
solution available
Service requests processes
and provide users with
incident status
Generally located at
hardware/software
manufacturers
Restore failed IT service
as soon as possible
Add text
here
Add text here
Add text
here
Add text here
Request external support
of software/hardware
manufacturers
Add text hereAdd text here Aim to restore
failed IT service
First Level
Support
Second Level
Support
Third Level
Support

Help Desk Incident Management Flowchart
25
The slide depicts the flowchart of incident management process by help desk. It presents how the user’s issue been resolved.
Issued logged and
assigned to technician
Client identifies issues
Updated Data Base
Level 2 –
Technician tries
in solving problem
Client reach Help desk via.
Phone, Email, Fax
Level 3 – Technician tries
in solving problem
Issue escalated to
Level 2 Technician Issue escalated to
Level 3 Technician
Database
No
Issue record updated/ user
notified with solution
Issue solution record
in database
Problem Record
Marked Closed
Issue resolved
at Level 3
Issue resolved
at Level 2
Issue Resolved
at level 1
Issue tracking number and
provide issue resolution
time (estimated) to user
Client Satisfaction
Survey
Level 1 –
Technician tries
in solving problem
Yes Yes
No
No
Yes

26
Roles and Responsibilities within Service Desk
Other Roles and Responsibilities within Service Desk
Customer Centric Transformation ProcessService Desk
26

Roles and Responsibilities within Service Desk
27
This slide provides information regarding roles and responsibilities that are assigned within a service desk. These roles and responsibilities are assigned to three different person on the basis of
complexity.
o Handling day to day activities and staff
o Producing management reports
o Giving input to SLA negotiations and reviews
o Representing customer issues within support
organization
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o Add text here
o Ensuring staff and skill maintenance through
operational hours by handling staff shift schedules
o Liaising change management
o Staff training and awareness sessions
o Providing first line support to analysts
o Representing service desk at meetings and
debriefing them on changes and deployments
o Add text here
o Add text here
o Incident reporting with monitoring
progress status
o Initial support and classification
o Process escalation when required
o Detecting potential threats
o Add text here
o Add text here
Manager Supervisor Analyst

Other Roles and Responsibilities within Service Desk
28
This slide provides information regarding roles and responsibilities that are assigned within a service desk. These roles and responsibilities are assigned to different personnel and they perform respective
activities to handle various user’s service requests.
STAFF ACTIVITIES PERFORMED
Incident Manager
o Effective implementation of the incident management
o Carries reporting procedure
o Add text here
Problem Manager
o Identifies root causes of incidents and ensures eliminations of interruptions
o Develops temporary solutions(ex- workarounds) and prepare final solutions for known errors
o Add text here
Change Manager
o Authorize and documents necessary changes in IT infrastructure and configuration items to avoid interruptive effects
o Add text here
Release Manager
o Responsible for implementation of changes effectively, safely and verifiably to IT infrastructure
o Add text here
Configuration Manager
o Prepares and makes available necessary information regarding IT infrastructure and services
o Document and update changes and information is regularly checked
o Add text here
Add text here
o Add text here
o Add text here
o Add text here

Choosing Effective Service Desk Management Tool
29
This slide will help firm in choosing the suitable service desk management tool by analyzing them on several parameters.
Software Functionality Ease of Use Value for Money Customer Support
Maintenance
Service
Cost Comments
Service Desk Plus $25000 Add text here
Jira Service Desk $20000 Add text here
Fresh Service $27000 Add text here
Top Desk $35000 Add text here

30
Timeframe for Incident Management
Automated Incident Management
Incident
Management
30

Timeframe for Incident Management (1/2)
31
This slide provides information regarding entire duration of incident handling process which occur in various phases.
Phase Description Working Hours
Incident Logging Through – Emails, Phone Calls, SMS, Live Chat Messages 30 Mins
Ticket Creation
o Incident
o Service Request
15 Mins
Incident Categorization
High
Medium
Low
45 Mins
Incident Prioritization
Critical
High
Medium
Low
1 Hour
Incident Resolution Add Text Here 6 – 12 Hours
Incident Closure Add Text Here 2 Hour

Incident Logging
Ticket Creation
Incident Categorization
Incident Prioritization
Incident Resolution
Incident Closure
Timeframe for Incident Management (2/2)
32
This slide provides information regarding entire duration of incident handling process which occur in various phases.
Hours
0 3 6 9 12 15

Automated Incident Management
33
This slide reprints the automated handling of incidents by the department with all the crucial activities occurring during the entire process initiating from alert to ending with resolving of incident.
Automation Engine
Help desk [Ticket]
IT Expert (Incident
Management)
Monitoring
Service
Individual User
Can’t Work
4
5 2 1b
1
3
Users
1a
6
2a
Alert
1a Call
1
3
2 Document to Ticket and Inform Users
Take Action Automatically (Incident Response)
2a
1b
Create automation issue manually
Additional Information Updated
6 Issue resolved
5 Inform About Resolved Incident
4
Incident response
Collect Additional Information
Create New Automation Rule
[ If incident is not resolved ]
Address responsible experts
Key
C
A
D
B
D
A
B
C

34
Add your text here
Measuring
IT Staff
Performance
34

Measuring IT Staff Performance
35
This slide helps in analyzing the performance of different IT executives/ representatives. It will help in tracking metrics such as cost per contact, percentage of tickets opened, etc. The staff performance
will be assessed on various parameters such as cost, quality, productivity and service level.
Cost
Quality
Productivity
Service level
Cost per contact 5 5 7 8 6 9
First level resolution rate 35 25 27 32 42 51
Call quality 10 15 16 17 12 15
% of tickets reopened 4 2 1 3 4 2
Technician utilization rate
Absenteeism XXXX XXXX XXXX XXXX XXXX XXXX
Average tenure XXXX XXXX XXXX XXXX XXXX XXXX
Average speed of answer XXXX XXXX XXXX XXXX XXXX XXXX
Call abandonment XXXX XXXX XXXX XXXX XXXX XXXX
% Answered within 3 minutes XXXX XXXX XXXX XXXX XXXX XXXX
% Tickets resolved in 24 hours XXXX XXXX XXXX XXXX XXXX XXXX
85% 74% 83% 86% 75% 86%
Parameters
KPI Benchmark IT Rep 1 IT Rep 2 IT Rep 3 IT Rep 4 IT Rep 5

36
Budget for Implementing IT Service Excellence to Functional Areas
External IT Staff Training Schedule with Cost
Cost Associated
to Firm
36

Budget for Implementing IT Service Excellence to Functional Areas
37
Firm has prepared a budget for implementing IT service excellence by optimizing various functional areas and with information regarding their cost of implementation and duration.
Software
Implement
Duration
Cost of
Implementation
XYZ Software 5 hr $15,000
ABC Software 2 hr $12,000
Add text here Add text here Add text here
Incident Management
Risk Management
Client Onboarding Process
Release Management
Change Management
Document Management
FunctionalArea

External IT Staff Training Schedule with Cost (Option 1 of 2)
38
The employees will also require external training which will play important role in their development. The external training will be given by experts of various fields. This training will not be free, and
charges will cost the firm per employee.
Advanced Software Training
Advanced Skills Training
Training Module 1
Training Module 2
o Self assessment tools
o 3 hours class
o 3 online modules
o $150 per employee
o 7 hour blended real time
online class
o 3 – in person seminars
o $250 per employee
o Self assessment tools 4 hours
class
o 7 online modules
o One on One evaluation
o $150 per employee
online class
o 3 coaching sessions
o $250 per employee
o 4 hours class
o 3 online modules
o Role playing
o $150 per employee
online class
o 3-hour role playing
o $250 per employee
o 4 30 min. podcasts
o 3 online modules
o Role playing
o $150 per employee
online class
o 3 in person seminars
o $250 per employee
Level 1 Level 2

External IT Staff Training Schedule with Cost (Option 2 of 2)
39
The employees will also require external training which will play important role in their development. The external training will be given by experts of various fields. This training will not be free, and
charges will cost the firm per employee.
Packages Level 1 Level 2
Advanced Software Training
o 3 hours class
o 3 online modules
o $150 per employee
o 7 hour blended real time online class
o 3 – in person seminars
o $250 per employee
Advanced Skills Training
o 4 hours class
o 7 online modules
o One on One evaluation
o $150 per employee
o $250 per employee
Training Module 1
o 4 hours class
o 3 online modules
o Role playing
o $150 per employee
o $250 per employee
Training Module 2
o 4 30 min. podcasts
o 3 online modules
o Role playing
o $150 per employee
o 3 in person seminars
o $250 per employee

40
Add your text here
Overall Impact of
Successful
Implementation of IT
Service Excellence
40

Overall Impact of Successful Implementation of IT Service Excellence
41
This slide depicts the impact of successful implementation of IT service Excellence in terms improved client onboarding process and customer satisfaction. It also depicts that how much the focus area
has been improved from the previous state.
Focus Benefits
28%
55%
55%
88%
92%
90%
0 20 40 60 80 100
Risk Management
Client Onboarding Process
Customer Satisfaction Rate
Present State Past State
After Optimization
o Faster resolution of incidents
o Reduce service delay
o Effective service desk in
handling issues
Enhanced Onboarding Process
o Less KYC Fraud
o Better customer relationship
o Add text here
o Regular auditing
o Fewer risk fraud
o Add text here

42
IT Service Maintenance Checklist
IT Service Desk Issues and Resolve Time
IT Service Charges
Monthly Service Maintenance Charges
Handling Client
42

IT Service Maintenance Checklist
43
This slide provides information regarding service maintenance checklist that is prepared for the client and the activities mentioned will be performed on daily, weekly, monthly or quarterly basis.
Daily QuarterlyWeekly Monthly
System Monitoring – Real Time
Backup Monitoring
Preventive Maintenance
Virus Scanning
Security Patches
Disk Error Checking
Executive Reporting
Review And Planning Meeting
A
C
T
I
V
I
T
I
E
S

IT Service Desk Issues and Resolve Time
44
This slide outlines the process by which various cases can be resolved, escalated on the basis of issues severity.
Emergency 2 hours Not available
Depends upon event’s nature
(usually resolved in 5 hours)
Critical – Site Impact 4 hours - Next 24 hours 2 hours
Major – Departmental Impact 6 hours – Next 24 hours 3 hours
Normal – Customer Impact 10 hours – Next 24 hours 5 hours Depends upon event’s nature
Nuisance Issues 18 Hours – Next 2 Business Days 3 hours Depends upon event’s nature
Add text here Add text here Add text here Add text here
Issue Severity Initial Response Time Escalation Expected Resolve Time

IT Service Charges
45
This slide provides information regarding pricing structure of various services on the basis of service timing - weekday, weekend and location - remote or onsite.
Service Timing
Price
Onsite Price Remote Price
Working Hours (9 AM – 6 PM)
Weekdays (Mon- Friday)
$150/Hour $100/Hour
After Working Hours
Mon – Friday 6 PM – 10 PM
Saturday 10 AM – 6 PM
$200/Hour $150/Hour
Overnight
Mon – Friday 10 PM – 6 AM
Saturday 6PM – Monday 9 AM
$250/Hour $200/Hour
During Holidays $300/Hour $250/Hour
Add Text Here Add Text Here Add Text Here
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Comments

Monthly Service Maintenance Charges
46
This slide provides information regarding monthly service maintenance amount that will be charged to end user.
Program Components
Basic Program Fee $5000
Additional Devices/Servers $500
Initial Setup Fee $2500
Add Text Here XXXX
Add Text Here XXXX
Add Text Here XXXX
Total Program Cost XXXX
Cost

47
Add Text Here
Providing Vendor
Management
Solutions to End
Customer
47

Providing Vendor Management Solutions to End Customer
48
The vendor management process allows technology solution provider in management of all interactions with end- user’s or client’s infrastructure vendors. The service desk will document incident
resolution activities conducted by infrastructure vendors by service automation solution. The firm will proactively manage all infrastructure vendor activity.
List of client infrastructure vendors that technology solution provider routinely agrees to manage –
Rectification of entries wrongly passed
Broadband Vendors
Web/Application Development/Database Vendors
Line of Business Software Vendors
Structured Cabling Vendors
Hosting/Co-location Vendors
Point of Sale Vendors
Telco/Long Distance/Teleconferencing Vendors
Add Text Here
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Fax/Copier/Printer Vendors
Equipment Vendors
Cellular Service Vendors
Phone/VoIP System Vendors

49
Client Onboarding Details
o User and Domain Name Info
o ISP and Web/Email Hosting
o Server Info and Firewall
o Antivirus and Backups
o Network Device Inventory and Printers
Maintaining Client
Information
49
Client Standards Checklist

Client Onboarding Details – User and Domain Name Info
50
This slide provides information regarding client onboarding details that are necessary for the client to provide before rendering services. The information comprises of details such as user information,
domain name info.
Primary Contact Person
Contact Details
Mobile Phone
Email Address
Location
Add text here
Add text here
User Information
Domain Name
Registrar Name
Domain Created
Domain Expiration
DNS Servers
User Account
Password
Misc. Info
Add text here
Domain Name Information

Client Onboarding Details – ISP and Web/Email Hosting
51
This slide provides information regarding client onboarding details that are necessary for the client to provide before rendering services. The information comprises of details such as ISP info, web and
email hosting.
ISP
Internet Type
Bandwidth
Dynamic or Static
Usable IP Range
Gateway
Subnet
ISP Tech Support Contact
Details
Add text here
ISP Info
Website Hosted on
Email Hosted on
User Account
Password
Misc. Info
Add text here
Web and Email Hosting

Client Onboarding Details – Server Info and Firewall
52
This slide provides information regarding client onboarding details that are necessary for the client to provide before rendering services. The information comprises of details such as server information,
firewall.
Manufacturing Date and Model
Date of Purchase
Serial Number
Warranty Information
CPU
RAM
RAID Configuration
Server Name
Administrator Account
Administrator Password
Domain Name
Server’ OS
Server’ Role
o Exchange server
o Web server
o Application server
o AQL server
Fault Tolerance
o RAID 0
o RAID 1
o RAID 5
Misc. Info
Add text here
*RAID -
Redundant
Array of
Independent
Disks
Server Info
Hardware/Software
Make/Model
WAN IP Address
LAN IP Address
User Account
Password
Remote Management(Enabled/Disabled)
Ping(on/off)
Open Ports
Add text here
Firewall

Client Onboarding Details – Antivirus and Backups
53
This slide provides information regarding client onboarding details that are necessary for the client to provide before rendering services. The information comprises of details such as antivirus, backups.
Antivirus Software Spyware Protection Software
Version Version
Expiration Date Expiration Date
User Account User Account
Password Password
Misc. Info Misc. Info
Backup Software and Version
Backup Schedule
Backup Device Type and Model
Number of Backup Tapes or Storage Available
Remove Backup
User Account
Password
Antivirus / Antispyware
Backups

Client Onboarding Details – Network Device Inventory and Printers
54
This slide provides information regarding client onboarding details that are necessary for the client to provide before rendering services. The information comprises of details such as network device
inventory, printers and peripherals.
Device Name Make & Model IP Address
Type & Model Share Name Physical Location IP Address
NetworkDevice
Inventory
Printersand
Peripherals

Client Standards Checklist
55
In order to maximise service delivery efficiencies, customer satisfaction, the firm standardised certain environmental qualifications for type of hardwares, softwares, operating systems.
Desktop PCs/ Laptops Specification
o Latest OS version required, and critical updates installed
o Software must be genuine, licensed and vendor supported
o RAM – 4 GB and 128 GB Hard Drives
o Add text here
o Add text here
Servers Specification
o Latest service packs and critical updates installed
o All server software must be genuine, licensed and vendor supported
o All server have minimum 25% free space on all drives
o Add text here
o Add text here

Client Standards Checklist Contd…
56
In order to maximise service delivery efficiencies, customer satisfaction, the firm standardised certain environmental qualifications for type of hardwares, softwares, operating systems.
Genuine anti – spam solution
Licensed firewall between internal
network and internet
Environment must be licensed, updated and vendor
supported server-based antivirus and spyware solution to
protect servers, desktops, laptops and email
Vendor – supported server or
network- based backup solution
High speed internet access
Add text here
Add text here
Secured encryption of all wireless data traffic in
the environment
Environmental Conditions

57
Purpose, Service Period, Automatic Renewal
Purchase, Devices Covered
Client Office Information
Limitations, Warranties and Termination
Service
Agreements and
SLAs
57

Service Agreements and SLAs – Purpose, Service Period, Automatic Renewal
58
Preparing service agreement is a crucial for technology solution provider before rendering services to the new client or prospect. The agreement will be routinely reviewed to ensure all the conditions
mentioned are followed up. It will be considered as legal document between both parties.
Purpose
o Client desires to contact with Firm for the
provision of Firm monitoring services solutions
o Add text here
o Add text here
Automatic Renewal
o The agreement will renew automatically by the end
of prior agreement term for period of twelve months
unless Firm or Client terminates it in accordance with
conditions mentioned in this agreement
Service Period
o Agreement will be effective by the date of this agreement,
implemented by Client unless sooner terminated in accordance to
the terms here of, and will be for an initial period of twelve months
o Client and Firm reserve right to review the agreement quarterly
Client Name XYZ
Address
Date of Agreement 20 – Dec - 2019
Add Text Here
Add Text Here

Service Agreements and SLAs – Purchase, Devices Covered
59
The service provider will provide a service level agreement that involve the service desk deliverable and the end user with the information regarding the purchase price of the services with devices
covered.
Device Serial Number Type Location
Device 1 E1234F Server Main Office
Device 2 K143M Network Main Office
Device 3 N0316A Server Main Office
Device 4 K1M2N3S4 Network Main Office
Purchase Price
o Client is purchasing Firm program services mentioned in agreement for the purchase price XXXXXX.
o Mentioned purchase price shall be paid in monthly installments with first installment due upon agreement
execution
o Each of the payment will be due the first week of each calendar month
o Add text here
o Add text here
o Firm reserves right to renegotiate rates based on addition on locations, hardware, software, hardware
support requirements, and additional services, as well as modify the agreement along a 30- day notice.
o The agreement is based on services provided to devices listed below
Devices Covered

Service Agreements and SLAs – Client Office Information
60
The agreement includes information regarding the client locations that are to be covered by service provider and maintenance tasks that are to be performed.
Site Name Address Phone Contact
Main Office XYZ Tower, ABC Road 808- 655 - 1234 Dexter Murphy
Client Locations Covered Under This Agreement
Site Name Task Day Time
Main Office Server Patching Everyday 4 Am – 6 Am
Main Office Routine Maintenance Items Everyday 4 Am – 6 Am
Main Office Server Reboots Sunday 12 Am – 6 Am
Main Office Workstation Patching Sunday 3 Am – 6 Am
The Agreement Allows Following Client Maintenance Windows

Service Agreements and SLAs – Limitations, Warranties and Termination
61
The agreement includes information regarding the service limitations, warranties and disclaimers with the termination conditions.
This agreement includes the service and support limitations
o Cost of consumables, replacement parts, hardware, software, network upgrades and supplementary services are outside
scope of agreement
o Manufacturer warranty parts and labor services are outside scope of agreement
o Periodic reboots for devices such as firewalls, routers and servers that are crucial for critical update patches and configuration
changes
o Add text here
o Add text here
Service Limitations
o Firm makes Client receives no warranty, express and all warranties of merchantability and fitness for a specific purpose are
excluded
o Client will assume full responsibility for the overall effectiveness and efficiency of the working environment in which the
network is to operate.
o Add text here
o Add text here
Warranties and Disclaimers
o The agreement, budget and workplan can be terminate by any party at any time and for any reason by giving prior written
notice to the other party
o However if (partner) fails to perform any obligations mentioned in agreement, (partner) have the right to terminate the
agreement and related agreement , budget and workplan immediately after written notice
o Add text here
o Add text here
Termination

Implementing IT Service Excellence for Enhanced Customer Experience Icons Slide
62

30 60 90 Days Plan
64
Days Days Days
30 90 60
• Add text here
• Add text here
• Add text here
• Add text here
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• Add text here
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Weekly Timeline with Task Name
65This slide is 100% editable. Adapt it to your needs and capture your audience's attention.
Monday Tuesday Wednesday Thursday Friday Saturday Sunday
Name Here Text Here - - Text Here
Name Here Text Here Text Here -
Name Here Text Here - - -

Roadmap For Process Flow
66
01
02
03
05
04
06
This slide is 100% editable. Adapt it to your
needs and capture your audience's attention.
Text Here
Text Here
Text Here
Text Here
Text Here
Text Here

Our Mission
67
Vision
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audience's attention.
Goal
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your audience's attention.
Mission

Our Team
68
This slide is 100% editable. Adapt it
to your needs and capture your
Designation
Name Here
Designation
Name Here
Designation
Name Here

Our Goal
Goal 01
Goal 02
Goal 03
69

Stacked Bar
70
9
15
18 20 21 22
25
30
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10
15
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23
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31
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5
15
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Profit(Milliondollars)
Product 01
This graph/chart is linked to excel, and changes
automatically based on data. Just left click on it and
select “Edit Data”.
Product 02

Column Chart
71
2017 2018 2019 2020
Product01
Product02
0
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Product 01
Product 02

Timeline
72
2018
2020
2017
2019

About Us
73
Target Audiences
Preferred by Many
Value Clients

Comparison
74
Facebook
You Tube
WhatsApp
90%70% 85%

Financial
75
85%
Medium
75%
Minimum
95%
Maximum

Thanks for Watching!
76
Address
# street number, city, state
Contact Number
0123456789
Email Address
email address123@gmail.com

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