The document discusses establishing 24/7 global client and application support. It outlines the benefits of 24/7 support, including service consistency and market leadership. Some costs include increased resourcing and meeting higher service expectations. Challenges include changing markets and increasingly demanding customers. Solutions proposed are follow-the-sun support, centers of excellence, and cloud-based service management platforms. The document provides steps for implementation, including board sponsorship, stakeholder engagement, and cultural changes to prioritize customer service and collaboration.

1. Establishing 24x7 Global Support Operations
Author – Jason Noble (jnoble100@gmail.com)
Support Global
24x7
Service Excellence

2. Introduction
 Establishing global 24x7 client & application support
1. Benefits
2. Costs
3. Challenges
4. Solutions

3. Benefits
 Global services – anytime, anywhere, anyhow philosophy
 Service consistency & reliability
 Service excellence & innovation
 Market leadership

4. Costs
 Resourcing – support, escalation, resolution & ownership
 Service requirements & expectations
 Technology changes & enhancements
 Increased customer retention & efficiency gains

5. Challenges
 Changing market
 Consumer experience driven – high expectations
 Increasingly demanding customers (for lower prices)
 Operational & cultural changes
 Global economic situation

6. Solutions
 Follow-the-sun support
 First contact resolution
 Service experts
 Centres of excellence
 Cloud platform for service management
 Digitally enabled service delivery

7. How
1. Board level sponsorship
2. Global stakeholder engagement
3. Service reviews
4. Global roll-out plan
5. Innovation
6. Cultural changes

8. Culture
1. Customer first
2. Collaboration
3. Proactive solutions
4. Continuous learning
5. Creativity

9. Expectations
1. Service improvements
1. Agile organisation
2. New market leading technology services
3. Cost savings

10. Questions?