The document describes Presilient Worldwide's IT Operations Center (ITOC) and the services it provides. The ITOC aims to transform clients' IT departments from cost centers to business advantages by taking over IT support functions. This allows clients' existing IT teams to focus on more strategic projects. The ITOC handles all aspects of IT support, from service desk and desktop support to incident and request tracking. Clients benefit from improved service quality, full coverage of support hours, resource stability, cost savings, and an integrated IT support team.

1. PRESILIENT WORLDWIDE’S
IT OPERATIONS CENTER
(ITOC)

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

9. A 24/7 IT OPERATIONS CENTER
YOUR CAN RELY ON!