Desk Side Support

Fox Entertainment4000 Users in USASeveral Companies

Fox Entertainment GroupTwentieth Century FoxTwentieth TelevisionFox Filmed EntertainmentFox Television StudiosFox MobileSearchlight

CurrentlyFOX Entertainment has Level one Service Desk Support

Users call Service Desk and Submits ticketFOX Service Desk tries to troubleshoot over the phone or

uses Remote Tools or sent to Desk Side Support

FOX Entertainment contracted with Unisys for Desk side Support issues

Unisys Consist of 12 Technicians, Team lead, Project Manager

Unisys uses Pairgrin Ticketing System Desk Side Support Mostly handles Physical issues.

Issues

Unisys Contract up December 31, 2009

Unisys Quality of Work

Price of Service

OptionsFox Began Searching in Summer 2009

Fox researched Third Party Desk side Support Vendors

IT IQ Solutions Inc

Insight Global

HCL

Third Party Desk Side Support

In October 2009 FOX Entertainment Choose HCL

HCLHCL is an IT Staffing Firm that Contracts with

Major Companies

HCL partnered with many Manufactures

HCL currently in 26 Countries Worldwide

Headquarters in India.

Currently has 60,000 Employees

FOX and HCL

Contracted for 1 year

HCL Project Plans

Hire 12 Desk Side Support Technicans, Team Lead, Project Manager

Technicians Start November 2, 2009

Remedy Ticketing System

Process of ServiceUsers call or email service desk for issues

Service desk tries to troubleshoot over the phone or remotely.

If can not be solved by service desk it is escalated to Deskside Support team.

HCL Responsibilities Resolve Tickets submitted in Remedy

Communicate with user to plan to repair issue within: 5-10 Minutes for Critical Issues 10-15 Minutes for High Priority 15-30 Minutes for Medium Priority 30-60 Minutes for Low Priority

Complete Projects System Installs

HCL RequirementsComputers for Technician

Work BenchTools

Blackberry for Communication and Email outside

Badges for Access

Remedy Database

Golf Cart

PrototypeSetup/Configure Remedy Database

Access via Web based or Software Client

Create test tickets

Training for Support Group Once Remedy is installed and working

Training ScheduleNovember 2nd – November 20th – Infrastuture November 23th – December 6th – Remedy TrainingDecember 8th – December 12th – Remedy TestingDecember 15th – December 31st – Partial Ticket

SolvingJanuary 1st – COMPLETE DESKSIDE SUPPORT

Remedy Training Requirements for Remedy Tickets

User names the ticket is forThe IssuesDetails what Level 1 support tried to do but

failed. TIME, DATE, and LOCATION.What kind of issue(s)

Hardware Software Network

Resolution

Training for FoxUsers will not notice a difference mainly

because they contact Service desk.

Service Desk are the only people who will see changes.

TestingRemedy Server is up and Running

Support Team Receives Remedy Database info

Support team received their logins

Team is able to view the remedy layoutWeb BasedClient

Testing (cont)Test Tickets Created

Support Group Completes the required steps

Partial SupportHCL Team resolves light tickets for half of

the day