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Managed Services Global Presence. Local People.
Lisbon, 21st September 2011
Agenda
NextiraOne organization
NextiraOne experience
Introduction NextiraOne’s Managed Services
Our focus
Contact Centres
Data Centres
5
strategic pillars
International
Unified
Communications
1
3
2
4 Managed Services
5
Introduction
International Services Structure
France
Germany
Austria
Benelux
Italy Spain
Switzerland
UK & Ireland
C Europe
Global Alliance
Partners
NextiraOne
International
Service Factory
NXO Americas Inc
Introduction
Portugal
Services lifecycle
Assess your organisation’s strategy and
objectives, identifying current and future
business and technical requirements.
Follow this with the expert definition and
design of a suitable solution or service to
address the requirements.
Anticipate and minimise risk and adverse
impact on the end-users. Manage the setup,
installation, configuration and roll-out of the
solution or service, in a controlled and
managed environment, on time, on budget.
Put in place a flexible service for the support
and maintenance of the solution and
services, and establish a continuous process
of measuring their performance and
effectiveness, to support informed decisions
for changes and improvements.
Introduction
Customer Challenges
Cost
efficiency Target
architecture
Speed of
Change
Flexible
competencies
Managed Services
Incident root cause analysis Source: Gartner group
40% System management
40% Application 20% Infrastructure
Managed Services
Keywords
AVAILABILITY
DOWN-TIME CONTINUITY
Managed Services
CAPACITY
Proactive
Optimization
Reactive
Running the
business
Creating
Business
Value
Changing the
business
Our services-focused approach
Support & Managed Services Professional
Services
Managed Services
Where you stand
Support
Services Reactive
Monitoring
Services Proactive
Optimization
Services
Customised
Transformation
Services Business
Value
Support & Managed Services Professional
Services
Running the
business
Changing the
business
Incident
Change
Optimization Architects
Professional
Services
Network Operating Center Services
Service Account Management
Our services-focused approach
Managed Services
Offering
The dedicated NextiraOne team is your extended enterprise
Service Account
Manager
Optimization
Architect
Customer
Services Center
Dedicated
Dedicated
Dedicated
TECHNICAL
OPTIMIZATION
MONITORING
INCIDENT
MANAGEMENT
Managed Services
How many technologies? Vendors?
Number of incident management?
For one site? For more? Abroad?
End to End users’ satisfaction?
Impact on your business?
Improvement plan?
Next steps?
Service Level Management
Audit: network assessment
discovery Professional services
Managed Services
From reaction to monitoring consolidated report
Service Account Manager Proactive contract governance
Deliver
Transition management
Quality Plan
Activity report
Contract committees
Escalation point (SPOC)
Partner management
Scope management
Asset management
Service Improvement Plan
Managed Services
From monitoring to prediction, plan and act
Do you measure and analyse your information?
Business vision of your infrastructure?
How to evolve your infrastructure?
Next action on your Network?
Right resources, moment?
Plan your budget?
Optimization Architect
Managed Services
Optimization Architect Accountable for customer’s solution
Deliver
Change Manager
Availability Management
Configuration Management
Capacity Management
Release Management
Performance Monitoring analyse
Technical Improvement Plan
Managed Services
Capacity planning (voice)
Router QoS
Network Yearly Average availability 24H : 99,367% Unavailability duration : 0 day(s) 04:42:31 Average availability between 8H−19H : 99,333%
NOC – Service Model
Fault Monitoring
Performance Monitoring
Remote Backup
Accounting
Asset Management
Conciergerie
Managed Services
Proactive
Our Managed Services on Cisco technologies
Service mgt
Change mgt
Incident mgt
Monitoring mgt
Optimization mgt
Collaboration Borderless Networks
Data Center Security Telepresence
Accounting Performance Monitoring
Conciergerie
Managed Services
Performance Monitoring
Our private cloud for delivering Managed Services
Customer
NOC crisis room NOC crisis room
Standby Master
NOC front-end in each country
Portugal
Organization
NOC – facts
+1 500 customers
+3 000 services 24/7
+50 dedicated people
Organization
NextiraOne’s NOC Security policies
Security Policy based on ISO 27001 best practices
Secure Remote Access
Secure Customer Data
Strong Password Policy
Workstation Integrity
Real Time Security Monitoring
Anti replay system (VM)
Self Monitoring
Organization
Managed services: what are we talking about?
From Break & Fix to proactive mgt
Do I need proactive mgt?
Who will do that?
My team?
Outsourcing?
Combining?
Do I have the right resources at the right place?
Experience
Innovation
Expert Expert Expert
Expert Expert Expert
Other existing
vendors
Experience
Our Managed Services approach
Service Account Manager
MA
NA
GE
D S
ER
VIC
ES
Other existing
vendors
Experience
Proven Success - Michelin
#1 Discovery & Transition
#2 Full range of Managed services
#3 Transformation program
45,000 users, 27 countries, 109 PBX, 11 Vendors
590 incidents, 924 MACD per year, 98% SLA achievement (100% SEV 1)
Cisco network transformation, 41 sites, 8,500 users
CIO : “now we have the picture of our installed base and we can evaluate our budget and plan the future”
Experience
Proven Success - DHL
#1 Discovery & Transition
#2 Full range of Managed services
#3 Transformation program
270,000 users, 22 countries, 8,000 devices, 104 Vendors
After 90 days: 19 countries, 2,000 monitored devices
Cisco network transformation, reduce vendors
CIO : “With 8,000 devices, +104 vendors, we need a partner with global coverage multi-vendors competencies and a clear vision of our target”
70%
Experience
Johnson & Johnson
#1 Discovery & Transition
#2 Full range of Managed services
#3 Optimization program
34,000 users, 7 countries, 859 PBX, 5 Vendors
1,050 incidents, 13,400 MACD year, 98% SLA achievement (100% SEV 1)
NextiraOne dedicated Optimization team at J&J HQ
CIO : “relying on NextiraOne highest competences has reduced our OPEX ”
Experience
Legrand
#1 Discovery & Transition
#2 Full range of Managed services
#3 Transformation program
31,000 users, 65 countries, 250 sites, 1 Vendor Network&voice
5,200 incidents (with carriers & power outage), 3,850 MACD per year, 99% SLA achievement
Cisco network transformation, to get into targeted architecture
CIO : “The benefit for us is to make sure we know where we stand and what we should do to get into targeted architecture”
Experience
100%
