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Business Critical Services Helping you manage your IT Risk

Business Critical Services Helping you manage your IT Risk. Pervasive On-Premise IT Challenges. Elusive Service Levels. Staffing Complexities. Establish / Improve Service Levels. Finding, Growing, and Retaining technology-savvy personnel. 99%. 87%.

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Business Critical Services Helping you manage your IT Risk

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  1. Business Critical ServicesHelping you manage your IT Risk Presentation Identifier Goes Here

  2. Pervasive On-Premise IT Challenges Elusive Service Levels Staffing Complexities Establish / Improve Service Levels. Finding, Growing, and Retaining technology-savvy personnel. 99% 87% 100% of our customers have, or will have, at least one of these challenges… Get the most of the technology investment and productivity. Lower and Predictable Costs. Usage & Adoption Inefficiencies Cost Controls

  3. Symantec Business Critical Services Business Critical Services is the answer to your problems… 3

  4. Business Critical Service Offerings Managed Services Value-Added Services Premier A Customized comprehensive service solution delivered by a dedicated support team Remote Product Specialist Direct access to a named technical expert Managed Backup Advanced Access Top of queue rapid reactive response Managed Enterprise Vault Dedicated Business Critical Engineer

  5. A single point of contact Our most accelerated service levels Direct access to our product experts Someone who understands your company’s IT environment World-class IT risk mitigation Business Critical Services You get

  6. Business Critical Services drive Customer Value Up-to-date best practices right where they are needed • Optimize IT Operations Continuous Service Improvement • Rapid Response • Stabilize IT Infrastructure

  7. How do we solve problems • Finding, growing, and retaining technology-savvy personnel is a challenge • BCS provides rapid access to top notch expertise 24X7 Staffing Complexities • Solution availability, inconsistent remediation efforts, & limited visibility • BCS proactively ensures service levels through monitoring and management Elusive Service Levels • Upgrades, compliance issues, and ad-hoc storage purchases • BCS has access to best SYMC talent to optimize IT infrastructure and mitigate risk Usage & Adoption Inefficiencies • Technology consumption gaps and unrealized solution ROI • BCS service delivery ensures transparency, compliance and costs are controlled Unpredictable IT Costs

  8. Advanced Access • Product family specific coverage • Priority queuing • Unlimited named callers • Accelerated response targets • 24X7 Advanced team call routing Advanced Access • Optimize IT Operations X 24x7x365 Backline / Engineering Call Coordinators Frontline Advanced Team Customer • Rapid Response • Stabilize IT Infrastructure Top of queue priority Advanced team access Business Critical Services

  9. Remote Product Specialist • Product family specific coverage • Single point of contact during business hours • Up to six named callers • Accelerated response times • Priority call queuing during non-business hours • Advanced team call routing during off-hours • Expedited virus submissions and response* • Optimize IT Operations • Rapid Response • Stabilize IT Infrastructure * Available with some RPS plans Business Critical Services

  10. Premier Services • Customizable Mission Critical Solution • Product family Coverage • Business Critical Account Manager • Access to Business Critical Engineers • Unlimited named callers • Accelerated response times • Priority call queuing • Advanced team call routing • Access to a portfolio of proactive services • Optimize IT Operations • Rapid Response • Stabilize IT Infrastructure Business Critical Services

  11. Business Critical Account Manager (BCAM) • Designated Named Resource Your Trusted Advisor and Business Advocate into Symantec • Single Point Of Contact available 24x7 • Proactive Ownership of critical severity level 1 issues • Tailored Support Planning outlining your unique support requirements. • Account Reviews to evaluate progress against the account support plan and continuously help improve the support of customer’s Symantec technologies. • Coordination of onsite resources and proactive service deployments • Scalable resource that can be scoped to meet your unique needs • Optimize IT Operations • Rapid Response • Stabilize IT Infrastructure

  12. Business Critical Engineer (BCE) • Technical Expertise a product specific resource that can called upon by the BCAM to help resolve cases • Proactive Service Delivery available to deliver a portfolio of enhancement services that are designed to help you maximize the efficiency & productivity of your Symantec products • Scalable, available as a shared pooled resource or a named product specific entity just for your account • Continuous Process Improvement through production planning, assistance with deployment of updates and patches and the constant transfer of knowledge • Optimize IT Operations • Rapid Response • Stabilize IT Infrastructure

  13. Enhancement Services Available in these scenarios • Immediately available to Premier plan customers in exchange for fly-to-site entitlements. • Available as add-ons should a Premier customer require more than their allotted number of fly-to-sites allow. • Dedicated Business Critical Engineers may perform these services as a part of their ongoing engagement. Assurance Services Change Management Ops Maintenance Business Critical Services

  14. Managed Services • Assume management of product daily operations • Implement and enforce SLA’s • Maximize value of Symantec technology • Deliver to Predictable Costs Making The Most Of Information Management Technology & People

  15. Managed Services Delivery Components Monitoring Escalation & Management Service Management Center Service Delivery Manager Product Specialists • 24x7 Monitoring • Report Generation • Incident Remediation • Change Management • Primary Management Interface • Account Reviews • Service Escalation • Service Governance • Senior Technical Resource • Key Planning Activities • Best Practices Oversight • Engineering Interface Making The Most Of Information Management Technology & People 15 Managed Enterprise Vault

  16. Symantec Managed Services – Conquering Challenges Administration Challenges Managed Services Solution Staffing Complexities Service Management Center Resolution Achieved Through Elusive Service Levels SLAs Usage & Adoption Inefficiencies Symantec Best Practices Cost Controls Predictable Cost Making The Most Of Information Management Technology & People

  17. The relationship between State of Michigan and Symantec Business Critical Services has been instrumental over the past year, as we performed a massive consolidation. Most importantly, we saved hours of frustration because of the expertise of the Business Critical Services team. The responsiveness and understanding of our environment and objectives are important to our ongoing success. With Business Critical Services, I feel we receive maximum value from the investment in Symantec technology. Customer Value Dan Lohrmann Acting CTO and Director of Infrastructure Services Michigan Department of Information Technology Business Critical Services

  18. Award–Winning SupportAcknowledged by the industry as “being among the best in the business”

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