69% of respondents dropped IT suppliers in the past 12 months because of service shortfall

2. Introduction
•Rackspace recently published
a report that clearly captures
the current state of the IT
service support industry:
– 39% of companies’ IT Staff
are estimated to lose one day
/ week to tackle IT problems
and chase suppliers
– Employees lose on average 5
hrs / week due to IT service
issues
– 69% of respondents dropped
IT suppliers in the past 12
months because of service
shortfall

3.  You as an IT Executives have two options about your IT
Infrastructure support.
In-House:
 Recruit, Build and Operate your own Infrastructure
support team.
 However, you will face mighty challenge to build such a
team of the highest calibre if it does not fit into your
organization’s core competencies and strategic direction
for the future.
Outsource:
 Alternatively, you can get an external Infrastructure
Specialist organization to provide adhoc or on-going
support for you.
 You need support rendered at on-site, near-site or off-
site either in-person, by phone or email.
 SP Sysnet has been offering customized support services
on agreed SLA (Service Level Agreements) terms with
penalties for poor service and reward for exceeding
expectations.

4.  Because IT Infrastructure is our core competency, we are
able to meet the SLA terms successfully.
SP Sysnet addresses your IT support concerns in the
following ways:
 Past Experience: SP Sysnet has been in existence for
nearly 10 years, and we know the Infrastructure space
quite well by working with various SMEs and Enterprises
 Learning organization: Operational issues are bound to
happen. Our ‘Lessons Learnt’ sessions captures,
documents and communicates these lessons to the
support team, and have measurement protocols in place
to prevent or minimize issues in the future
 Best Practices: SP Sysnet employs industry best practices
(ITIL, COBIT etc) wherever applicable
 Risk &Reward based SLA: We understand you are taking
a risk with us. We understand your concerns. In order to
alleviate your concerns, we are open to Risk Vs Reward
based SLA terms

5.  Progressive Savings: Our support service is fine
tuned to offer gradual reduction in support issues
by means of service automation that leads to
reduction in support personnel. Yes, we disrupt our
own business, but that’s the only way we can serve
you and seek for more opportunities to serve you

6. Thank you
• Read more : IT Support
• Log on to : www.spsysnet.com