1 / 16

Global Support Models

Global Support Models. HANNA tORneus - skadden arps Vivien Guo - SNR Denton Michele gossmeyer - snr denton. Hanna Torneus - Skadden Arps. Global Projects. Challenges End user integration Worldwide collaboration. Hanna Torneus - Skadden Arps. Remote Assistance. H E L P !. 24/7.

baruch
Download Presentation

Global Support Models

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Global Support Models HANNA tORneus - skaddenarps Vivien Guo - SNR Denton Michele gossmeyer - snrdenton

  2. Hanna Torneus - Skadden Arps

  3. Global Projects • Challenges • End user integration • Worldwide collaboration Hanna Torneus - Skadden Arps

  4. Remote Assistance H E L P ! 24/7 Global Helpdesk Network Operations Remote Control Hanna Torneus - Skadden Arps

  5. Service Level Agreement SLA Satisfaction Hanna Torneus - Skadden Arps

  6. Mobile Devices Can I have a new phone, please? • Device selection • Security • Roaming • Cost control • Global rules – local variations Hanna Torneus - Skadden Arps

  7. About SNR Denton • More than 60 offices worldwide, across US, UK Europe Middle East, Russia and CIS, Africa, and Asia Pacific • Around 1,500 attorneys • Mergers and Combinations Dentons (SNR Denton, FMC and Salans) • Recent development in Asia with offices in Beijing, Shanghai, Hong Kong and Singapore • Asia Experience

  8. Infrastructure for a Global Firm • DatacentersUS datacentersUK datacenters • Citrix platform • Global WAN connection • Establishment of new offices in Asia • ChallengesISPsSupport levelUser expectations

  9. Local and Regional Characteristics . • Languages语言Implications of Asia Languages on IS systems • Time DifferenceSupport hoursSystem maintenance windowNew user account activation • Country specific limitationsShipping equipment Hardware specificationsGovernment regulations • Local customs and global support standard and procedures

  10. Local Resources • Small offices and limitationsNo local onsite full time IS staff • Global team support and utilize local resource • Get to know local staff and develop relationship • Utilize local third party contractors and consultant • Manage local resourcesISPsPDAsLocally purchased equipmentLocal vendors and contractors/consultants

  11. Economic Downturn Impact on CS Challenges • Fewer staff • Less travel • Reduced training Solutions • Communication/cross-training • Video • Association materials w/group discussions • Strengthen local support relationships ILTA

  12. Measuring User Satisfaction • Full program with multiple approaches

  13. Data privacy & security impact User awareness Educate support to understand impact Two-way communication with Security

  14. Questions???

  15. Group Breakout 25 - 30 minutes > small group discussions Choose a note-taker & someone to report back to the larger group 10 minutes > recap Share summary discussion from your group

More Related