Leveraging the Value of Your Data Center Support …...of limited business resources. Opportunity to improve business processes through the use of best practices and efficient processes

Leveraging the Value of Your Data Center Support Services

Universe Conference – September 2013

2 © 2013 Unisys Corporation. All rights reserved.


• Traditional Maintenance Service Delivery

• Changing Requirements for Maintenance and Support

• Proactive Support Services

• The Unisys Approach to Proactive Support

• Q&A

Today’s Agenda


Typical Support Services Offerings

Basic product warranty only (hardware)

Uplifted coverage during warranty period

Extended service level agreement (i.e. 24x7)

Response time commitments

Software support



• Traditional Maintenance Service Delivery

– Break and fix – react after a problem occurs

– Hardware issues - service calls and dispatch

– Phone support and online access to address software issues

– Provide hot fixes and maintenance releases

• Delivery personnel

– Field engineers and software engineers

– Deep subject matter knowledge and experience




Reactive support (Break/fix)

Emerging requirements for Maintenance and Support of IT environment are

forcing enterprises to adopt a more Proactive approach in their support service

delivery. Key industry players are incorporating this blend in their solution for

meeting the changing needs of today’s customer.

Proactive support Business challenges leading to


• Changing Requirements for Maintenance and Support

– Improved equipment reliability and redundancy

– Increase in customer self support capabilities

– Application availability more critical than ever

– Complexity of environments – multi vendor, interconnectivity

– Business requires increased productivity from existing personnel



Reactive support Vs. Proactive support

Reactive

• The focus of reactive management is on the

problem; the goal is to ensure service levels by

fixing problems as fast as possible.

• The approach for reactive model of delivery is

1) Detection of problem

2) Isolation of issue

3) Remediation of issue

Proactive

• In a proactive mode, while monitoring continues

to play an important role, the primary activity is

now planning.

• IT staff forecasts service oriented parameters

such as application performance and capacity

requirements, optimize IT processes related to

these parameters, and automate the optimized

processes.


Adoption trends

• One survey from Gartner showed that approximately 69% of support customers would be willing to pay more for proactive and predictive services that prevent problems before they occur(1)

• More than 75% of respondents from IDG survey agreed that their companies would be willing to give an IT vendor detailed information about their environments in order to receive more personalized and proactive service(2)

• Data being shared to date shows that proactive customers can expect reductions in incident volumes of anything up to 40%. This is also acting as an incentive for customers to adopt proactive services(3)

• Nearly 75% of the IDG survey respondents expected Web 2.0 technologies to play a larger role in their support operations

In a recent survey conducted by IDG with worldwide CIOs the above results were captured. Quicker problem resolution and issue avoidance were the key perceived benefits of proactive services from IDG survey.

Surveys from different analyst groups have confirmed the willingness of customers to adopt more proactive support services


Key players offering proactive support services

Player Offering Components

Unisys Technology support

services

• Support Account manager

• Remote Health check

• Onsite support specialist

HP Proactive care

services

• Technology solution specialist

• Proactive health check of infrastructure

• Proactive care system

Oracle Oracle Premium

support

• Configuration based health check up of systems

• Product alerts, Security alerts, Patch

recommendations

DELL Proactive

Maintenance

• Detailed IT environment assessment

• Expert consultancy for maintenance

Microsoft Premier support

Proactive services

• Assessment and planning

• Stabilization for restoring IT environment

• Education for problem resolution

• Process improvement



• Challenge: One of the largest managed care services provider and medical scheme administrator in South Africa needed to move their data center with minimal impact to their mission-critical business operations.

• Solution: The client contracted with their vendor for a Support Account Manager service to help plan and execute a successful transition.

• Results: No disruption to operations and far better system efficiency and performance.

• Metrics: Direct feedback from the client’s IT management team.

Case Study #1



• Challenge: A UK-based managed service and cloud platform provider for mid market enterprises is challenged to meet ever increasing high performance availability from its growing client base.

• Solution: Through a proactive service engagement, the vendor assigned a Support Account Manager to the client who helped in creating an effective monitoring system designed to help the client consistently meet its service level agreements.

• Results: Improved management of the performance levels of the client’s systems.

• Metrics: Direct feedback from the client’s IT management team.

Case Study #2




Support Account Manager

• A dedicated proactive “go to” point-of-contact advocate

• Accelerates escalations and facilitates resolutions

• Provides or arranges for customized support consulting


Onsite Support Specialist

• For customers that value the regular proactive presence

of a Unisys hardware engineer

• Available on a pre-paid hours-per-month basis


Remote Systems Health Check

• A quick and inexpensive assessment service

• One-time, quarterly or semi-annual

• Delivers written and oral report of results


Support Consulting

• A broad range of mission-critical data center services

• You can select services, hours, contract duration


Enterprise Multi-Vendor Support

• Single contract coverage for IBM, HP, Oracle and others

• Can save you 20% or more annually on support costs


Summary slide

Reactive support (Break/fix)

Enterprise Multi Vendor Support

Single contract coverage for IBM, HP, Oracle and others

Support Consulting

A broad range of mission-critical data center services

Emerging requirements for Maintenance and Support of IT environment are

forcing enterprises to adopt a more Proactive approach in their support service

delivery. Key industry players are incorporating this blend in their solution for

meeting the changing needs of today’s customer.

Remote Systems Health Check

A quick and inexpensive assessment service

Onsite Support Specialist

For customers that value the regular proactive presence of a Unisys hardware engineer

Support Account Manager

A dedicated proactive “go to” point-of-contact advocate

Unisys Premium Support services

Proactive support Business challenges leading to


Benefits from Proactive support services

Expertise

• Outsourcing complex IT Tech support and services allows enterprise business easy and timely access to technical specialists knowledge and skills. The lack of in-house tech support experts does not stand in the way of taking advantage of the latest technology furthering the enterprise business goals

Lower TCO

• A proactive tech support plan allows the enterprise to extend internal resources at minimal cost, without the need for additional infrastructure and capital outlay and the incremental cost of technology systems.

Core Competency focus

• The adoption of proactive IT Tech Support services for networks and IT systems allows enterprise business to make optimal use of existing resources by reducing disruptions for employees. This will allow the internal staff to focus on company's core competencies rather than on tech support tasks.

Business efficiency

• The use of the right IT tech support services results in higher levels of proficiency due to a more focused use of limited business resources. Opportunity to improve business processes through the use of best practices and efficient processes.

ROI

• Proactive IT Tech Support services mean that return on investment is better measurable with effective cost control and service level agreements. Budgeting becomes easier because the enterprise because IT support costs are fixed.

Customer Satisfacti

on

• More transparent technology and an increased focus on to the delivery of products or services, can help increase customer satisfaction levels because internal employees will be able to better concentrate on end customers


Questions???

Thank You!!

Documents

Leveraging the Value of Your Data Center Support …...of limited business resources. Opportunity to improve business processes through the use of best practices and efficient processes