Post on 20-May-2015
description
High-up on service. low-down on cost.
The 24x7 network and customer support service from GSS America at 8x5 costs
VDeskHigh-up on service. low-down on cost.
Managing off-peak customers can be a perennial challenge if you are
an ISP, Data Center or Web Hosting company. While you are clear that
your customers deserve nothing short of the best – the assurance of
24x7 network monitoring and helpdesk support, the costs of staffing
and managing a 24x7 support environment can quickly melt away
your profits, especially at those off-peak prices
Presenting VDesk, a 24x7 network/server monitoring and service
desk support solution from GSS America. Backed by a state-of-the-
art NOC, ITIL compliant processes, ISO 27001 certified security and
flexible engagement and pricing models – VDesk, makes the job of
setting up an on-demand 24x7 network monitoring and service desk
service or upgrading your 8x5 service a breeze.
Wireless Access Points / Routers
Managed Routers and Switches
Load Balancers
Firewalls
IDS
IPS
VPN
WAN Links
Solution Applied Resolution
External Escalation
Problem ResolvedOnsite
In - DepthTroubleshooting
Information Captured Root CauseEstablished?
Incident Closed
Quality Assurance
Problem StatementReceived
GSS America’s Technical / Service Desk Support Solutions
Connectivity Service Desk Solutions VoIP Service Desk Solutions
Dial up, broadband and wireless access troubleshooting
Email service troubleshooting
VoIP service troubleshooting
Web Hosting Service Desk Solutions
Apache and IIS web server operation and configuration
Email and FTP server operation and configuration
Support for popular control panels including cPanel,
Plesk, Ensim and more
Installation and service support
Equipment and network troubleshooting
Service feature support
GSS America’s Network Monitoring Services
IP PBX
VOIP servers
Proxy Servers
Switches
DNS
Windows Servers
Unix/Linux Servers
Application Servers
GSS America’s end-to-end network monitoring services covers
critical components and incident points that include:
Services include:
24x7 Network/Server Monitoring: State-of-the-art NOC to monitor
your network and server infrastructure 24x7, ensure that your network
functions at its optimum level and that effective performance & capacity
planning practices are in place
Network Devices Management: 24x7 monitoring and alert notification
for network devices such as firewalls, load balancers, routers, switches
and hubs
Network Performance Management: Monitor network thresholds and
effective management and administration of network usage
Server Management: 24x7 monitoring and alert notification for
Windows, Unix/Linux and Application Servers
Event notification and problem management
Proactive detection of network/server degradation and reporting visibility
of spare capacity and utilization trends
Finally, making the choice between customer delight and cost management
is easy – both on your conscience and your budgets!
Why GSS America – Our key differentiators Flexible engagement models
Business benefits of VDesk
SLA driven approach
Right-skilled people
Fail-safe risk management & mitigation
Best-of-breed people management
World class infrastructure
”
”Seat-based model
This model allows you to base your requirement on a pre-set number of agents to manage your networks and service desk. The cost is preset and the seat numbers can be modified as and when demand requires.
Per device model
By pricing the engagement based on the devices being monitored and the SLAs required, transparency is maintained while removing the impact of people costs which works best with small to mid size engagements
24x7 support and monitoring for systems and network infrastructure that is capable of scaling up and down with usage and demand at
the cost of maintaining a 8x5 support overheadat the cost of maintaining a 8x5 support overhead
Dynamic resource management – the right level of resources as and when you need them – no need to keep expensive resources on
stand-by One-stop network/server management across multiple offices or branches and links with varying complexity levels
(bandwidth, routers and links)
Management of multiple operating systems, servers and technologies
Standards and compliance adherence and reporting
Real time visibility through monitoring consoles and dash boards
Reduced operational costs due to improved Mean Time Between Failures (MTBF) and the ability to predict performance issues
Improved customer satisfaction by higher availability of applications and services
Reduced attrition and customer churn through improved customer experience.
Increased profitability through more efficient use of network/server assets
Lower downtime incidences protects against potential revenue losses
Allows increased focus on your core business
Industry-leading service delivery and support teams operating under mature service and process standards (ITIL, ISO20000, ISO27001)
SLA visibility through check points across the
management team at all stages
Proactive system monitoring and trending
Service Desk call monitoring through our dedicated Quality
team
Metrics reporting including customer satisfaction and response
time
State of the Art NOC with operational area of 15000 sft
(expandable)
Support for many monitoring tools either deployed by GSS or
inherited from the customer
NOC Video Wall for visibility of key systems and
infrastructures
Redundant ISP connections for guaranteed availability
Best in breed ITIL based Incident Management software and
tailored processes
CC camera enabled monitoring
High security / Biometric based access protection
Highly available and resilient network and support
infrastructure
ITIL certified team
Certified service desk engineers
Team leader with ITIL masters certification
High level of accent, language and culture orientation
Disaster recovery (sites in US and India)
Redundant built-in Internet and VOIP setup
Fire and Natural Disaster proof NOC
Among the best employers in the industry
Ability to attract and retain the best talent – average tenure of senior
management team is 8+ years and middle management is 4+ years
Industry-leading benefits management and career development
policies
Ongoing training, assessments & skills enhancement
Case studyGSS America helps a name brand US Retailer save on network/server monitoring and helpdesk costs and improve service delivery to their internal customers
A large US Retailer with more than 400 outlet stores and 2 remote Data Centers running a complex network comprised of multiple networks both internal and external, both distributed and centralized servers and a dedicated connection to each of the more than 400 store locations.
Challenges:
The client approached GSS America to optimize their server and network management, move their centralized Data Centers to Virtualization, shift their network monitoring
practices from re-active to pro-active, ease administrative requirements, and provide more reliable service to their users while reducing their costs.
GSS America’s solution:
GSS America’s remote network/server management( Monitoring) and helpdesk support services helped the client move from a distributed support and help desk available
8x5 to a 24x7 support environment offered from a single location, significantly improving their network efficiency and end-user service. In addition, GSS moved more than
20 different systems into a VM Ware based Virtual Environment running from 3 state of the art servers which reduced complexity and generated cost savings in terms of
power, cooling and service requirements while providing redundancy and High Availability. GSS America’s ITIL compliant processes, dynamic resource management and
improved planning and performance optimization not only helped the customer offset the cost of migrating to a 24x7 support environment, but also delivered significant
ROI through
Improved communication between IT and business: The ability to generate reports based on
bandwidth usage and network/server availability has been important to the client’s ability to
demonstrate overall network/server performance and how his team responds to issues and risk.
Improved planning and performance optimization:
Network traffic analysis is used to support business cases for implementing IT changes such as
adding bandwidth or hardware, deploying server load balancing solutions and implementing
best practices.
Increased Network/Server Historic Performance Metrics: By tracking and documenting short
term changes in network/server performance, as well as long term usage trends, the client could
implement strategies and best practices that not only diagnose network problems quickly and
effectively, but that also help mitigate risks before they occur, optimizing overall network
performance. ance.
Business benefitsOver 40% cost savings and 60% resource savings,
helping the client focus these resources on more
strategic projects
Customer Satisfaction improved by 30%, leading to
happier, more productive employees
Reduced business Impact through proactive
network/server monitoring
Increased first call resolution through effective
knowledge management
Business productivity increased by 15% based on better
usage of network and server resources
GSS America Infotech Ltd.
#189, Road No. 72
Prashasan Nagar, Jubilee Hills
Hyderabad-33 AP. India.
Tel: +91 40 40028707
Fax +91 40 40028703
email: india@gssamerica.com
GSS America, Inc.
1699 Wall Street
Suite 201
Mt. Prospect, IL 60056
Tel: +847 307 7606 x271
Fax: +1 847 640 3701
email :roger.frank@gssamerica.com
GSS America Infotech Ltd.
P.O. Box :73030
Dubai Internet City
Dubai - United Arab Emirates
Tel: +97 143 755 710
Fax:+97 143 672 786
email:dubai@gssamerica.com
GSS America Infotech Ltd.
Australia
Tel: +61 2 80643771
email:Nagender.ganji@gssamerica.com
GSS America Infotech Limited
3 Shenton Way,
# 03-09 Shenton House
Singapore 068805
Office: (65) 6227 8157
Cell # (65) 8117 8175
Fax # (65) 6491 5300
email:singapore@gssamerica.com
GSS America Infotech Ltd. Block ‘B’, Third Floor, Cyber Gateway, HITEC City, Madhapur, Hyderabad - 500 081.AP. India.
Tel: +91 40 44556600 | Fax:+91 40 40028703 | email: india@gssamerica.com
Client: