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An Overview of Professional Services and NonStop Migration
BPC and HP NonStop seminarAthens, 12th October,2011Tokhir Abdukadyrov, Deputy COO
2
World class customer support is mandatory
With 80 clients in more than 24 countries around the world our support services need to meet a wide and complex range of needs
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Implementation and migration approach
An example how we measure our performance
How we organize ourselves
Contents
Objectives
Regional Operations Centers
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Professional Services Objectives
Business objectives:Customer satisfaction rating to be in the top
quartile– Supported by regular client surveys
Annual reduction of 20% in ESM tickets opened100% contractual SLAs metFast and smooth solution implementation for
new clients Optimize clients’ use of SmartVista features
and functions to benefit their bottom lineProduct standardization
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Process Organization and Operational Structure
Pre-sales
Implementation
Support and maintenance
• Product presentation and demonstration• Customer needs identification• Technical and functional proposal development• Transitional support-post-sales
• Functional specification development• Product customizations• Solution deployment• Training• Acceptance support and certifications• Data migrations and go-live support• Solution monitoring after go-live, warranty support services
• Customer support and help desk services (bug fixing, consultancy, regular updates)• Hot line support for emergency issues• Account and customer relationship management• Solution development projects (requests for customer programming or implementation of new modules)
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Regional Operational Centers
Asia Pacific – Singapore
Russia, CIS, Europe, Africa - Moscow, Russia
Ukraine – Kiev, Ukraine
USA, Canada – Omaha, USA
Latin America – Panama city, Panama
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Regional Roles and Responsibilities
Local centers of excellence benefitting from knowledge transfer from HQ
Technical staff for everyday & first line support services Locally recruited business analysts to support customizations Project managers managing the client’s expectations on-site Account managers providing a prompt reactions to any client
issues
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An Example How we Measure our Performance
Last Four Year Performance Summary
46
61
94
135
0
20
40
60
80
100
120
140
2008 2009 2010 2011
90,9
68
55
28
0
10
20
30
40
50
60
70
80
90
100
2008 2009 2010 2011
The average number of ESM tickets per client per year
Increasing client base driving higher ticket volume in ESM
Code improvement and product standardization demonstrated in falling ticket volume per client
Annual reduction of 49% in ESM tickets opened in 2011 opposed to 19% reduction rating in 2010
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Proven Migration Project Approach
SIR meeting
Customization and
Configuration
Installation and Training
System Integration Tests, Certifications
and User Acceptance
Pilot Run
Managed Operations /
Support
Functional Specifications Development and Approval
Migrations
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www.bpcbt.com
SeminarThe SmartVista alternative on NonStop