Maintenance & Professional Services Presentation . www.itsmcorp.com
ITSM & THE INFINITE GROUP
ITSM & the Infinite Group
A GLOBAL LEADER IN
IT INFRASTRUCTURE SOLUTIONSSERVICES
&MAINTENANCE
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ITSM INTRODUCTIONITSM Corp is an independent IT service and hardware provider operating in Asia Pacific.
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WE PROVIDE A LARGE RANGE OF IT SERVICES WORLDWIDE :
Audits
Break and Fix
Tape Handling
Data Erasure
Spare Part Management
Maintenance and Rental
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We also buy and sell hardware from all leading manufacturers, such as:SUN/Oracle, EMC, NetApp, HP, IBM,Dell and Cisco
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A FAMILY OF SPECIALIST COMPANIESMembers of the Infinite group
YnvolveIT Asset recovery and Hardware Sales
Global Systems and Software(GSS)Global Hardware Sales and Deployment
Solutions (OEM Partnerships)
ITSM Global Support Center (Remote)
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SERVICES PORTFOLIO
HARDWARE SOLUTIONS & INSTALLATION SERVICES
• Hardware supply solutions for all types of servers, storage & network devices
• Hybrid Solution comprising new & Re-marketed hardware
• Multi Vendor & multi platform hardware solutions
• Cost effective Hardware rental options; Short Term as well as Long Term
• Cost effective hardware kits for DC relocation and Application migrations
GLOBAL MAINTENANCE & ASSET LIFE CYCLE
MANAGEMENT• Multi-platform and Multi-Vendor
Hardware break fix support• Holistic coverage• Independent 3rd party maintenance
service • Comprehensive Parts Sparing
Strategy• ITIL compliant Global Support Desk• Professional Service Delivery
Management
GLOBAL PROJECT SOLUTIONS & PROFESSIONAL SERVICES
• Cost effective implementation services
• Regional coverage across 43 countries and more than 165 cities
• Qualified resources to carry migration and implementation services
• Certified Project Management Professionals & Service Delivery Managers
• Continuous service measurement and seamless communication to obtain desired performance results
• Multiple Pricing options
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ITSM SERVICE COVERAGE
• We support almost every machine type running in your data center.
Server & Storage Networking Backup DevicesINFRASTRUCTURE
END USER COMPUTINGDesktop & Laptop Printers
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GLOBAL MAINTENANCE & SERVICES
• Multivendor global support • Global coverage • Hardware break/fix, software updates and
monitoring • Support for End-of-Life products • Single Point Of Contact (SPOC) • Level 5 escalation path through the
Vendor • Logistics and procurement
ITSM Maintenance Contracts: Hardware break/fix contract
SLA: 24x7x44-hour on site
responseLabor included
INFINITESLA: 8x5xNBD
Next Business Day on site, Labor included
PREMIUM
SLA: Same Day Shipping
Spare parts only
ADVANCED
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ONSITE PROCESS
The engineer takes the defective parts back to ITSM Warehouse.
THE ENGINEER TAKES THE DEFECTIVE PARTS TO ITSM
The ITSM engineer gains access, and must be accompanied onsite to the location of the asset. The engineer complies with onsite
regulations and rules.
THE ENGINEER ATTENDS WITH REPLACEMENT PARTS
The ITSM engineer cleans up the area he worked in, signed the service call report to
close it and gets permission to leave the site.
THE ENGINEER CLEANS UP AND REPORTS
The engineer verifies whether the asset is visible on the network, making it remotely manageable
for the customer’s engineers for configuration and testing.
ENGINEER CHECKWITH THE CUSTOMER’S IT TEAM
The ITSM engineer gets permission from customer to execute the replacement, and
replaces the asset.
THE ENGINEER REPLACES THE ASSETS
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GLOBAL SUPPORT SERVICES A Global Service Partner network
Certified on-site engineers for on-site installation and
Asset recovery
SERVICE DESK• Call and Incident Management
• Service Delivery Management
• Certification due diligence
• Service partner management
• Operational control
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PROJECT DESK Smooth and effective global installation and professional services
• Project management• Scope definition• Operational control
PROJECTDESK
• Certification due diligence
SERVICE PARTNER MANAGEMENT
• Local engagement
PROFESSIONAL SERVICES
• Daily status reports• Final project report
REPORTING & OVERVIEW
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PROFESSIONAL SERVICESA wide range of services to streamline your business operations
• Onsite Hardware and Software Expertise
• Onsite Audit Services
• Monitoring Services
• Data Migration and Data Center Moves
• Tape Handling
• Asset Recovery Services
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REFERENCE
CLIENT:
SUPPORT COVERED LOCATIONS
MAINTENANCE CASE
• Australia (Nationwide)
WIPRO LIMITED / LEIGHTON
Headquarters: AustraliaType of contract: Infinite Hardware MaintenanceAssets covered: 100+Brands: EMC
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REFERENCE
CLIENT:
SUPPORT COVERED LOCATIONS
MAINTENANCE CASE
• The Netherlands • Belgium • Hong Kong • France • Italy • Romania
FRIESLAND CAMPINA
Headquarters: The NetherlandsType of contract: Infinite hardware break/fix supportScope: WAN & LAN NetworkAssets covered: 1500+SLA: 24x7x4Brand: Cisco
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REFERENCE
CLIENT:
SUPPORT COVERED LOCATIONS
MAINTENANCE CASE
• UK • USA • Japan • Brazil
TRADING SCREEN INC.
Headquarters: United KingdomType of contracts: A combination of Juniper and Cisco / Vendor Support and Advanced Hardware break/fix supportScope: Networking equipment, servers and storageAssets covered: 1000+Brands: Juniper & Cisco
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REFERENCE
CLIENT:
SUPPORT COVERED LOCATIONS
MAINTENANCE CASE
• Philippines (Nationwide)
SMART COMMUNICATIONS
Headquarters: PhilippinesType of contract: Infinite Hardware break/fix supportScope: Networking equipment, servers and storageAssets covered: 1500+ Brands: HP, IBM, Sun/Oracle and Dell
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REFERENCE
CLIENT:
SUPPORT COVERED LOCATIONS
MAINTENANCE CASE
• UK• France
HP AIRUS GROUP
Headquarters: United KingdomType of contract: EMC Vendor Hardware break/fix maintenance on high-end Clariion systemsScope: Customer EMC Systems (OEM products) Service: Premium Hardware and Software supportSystems covered: 150+Brand: EMC
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REFERENCE
CLIENT:
SUPPORT COVERED LOCATIONS
GLOBAL PROJECT SOLUTION CASE
GIBSON INNOVATIONS LTD.
Headquarters: Hong KongScope: Worldwide onsite PC Re-imaging project & logisticsBrand: HP
EMEA APACLATAM
- Netherlands - Sweden - India - Brazil
- Belgium - Turkey - Taiwan- Chile
- France - Dubai - Malaysia - Panama
- Austria - UK - Singapore- Peru
- Germany - Australia- Uruguay
- Switzerland - Korea- Italy - Shanghai- Latvia - China- Poland- Spain
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ITSM GLOBAL WAREHOUSES
Our Warehouse Inventory comprises of:- Complete Hardware Systems - System Spare parts- Testing and staging environments
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ITSM VALUE PROPOSITION
Global Delivery Capability
Single Point of Contact24 x 7 Global Support Centre that handles:
o Call Handlingo Level 1 to 3 Technical Capabilitieso Service Level Reporting and Deliveryo Incident Managemento Problem Managemento Partner Management
Multi Vendor SupportBusiness Support capability
o Service Delivery Managemento Asset Managemento Administration and Reporting
Lower cost of support – Focus on high level, vendor certified support technical staffGlobal transition team and partnering across regions
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OTHER REFERENCES
THANK YOU
Contact us:
www.itsmcorp.com.au
18/1 Talavera Road, Macquarie Park, NSW, Australia
Head Office
Australia | Singapore | India | Philippines | Malaysia | USA | Europe
Global Offices
Rudrajit GhoshSenior Account Manager
D: +61281881645