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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.

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Global Support Models

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  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

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