2015-07-29-Acuative Corporate Capabilities 071915 Final
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Transcript of 2015-07-29-Acuative Corporate Capabilities 071915 Final
Be Ready for What’s Next!
Be Ready for What’s Next! Acuative Profile Founded 1984 – Privately held – Global Coverage
Service Provider
Business Outcomes
Financial Retail Manufacture
IT Service Management
Converged Networks Data Center,
Infrastructure
Unified Communications
Voice, Video,
Collaboration
Information Security
Technology Practices
Staffing Services Short Term Long Term
Procurement Services Product Service Network
Consulting Services
Assess, Plan, Design
Technology Solutions
Field Services Implement Break/Fix Logistics Sparing
Technical Services Monitor Support Operate
Acuative | Confidential 2
Consulting Services
Acuative | Confidential 3
Be Ready for What’s Next! Consulting Services
Acuative | Confidential 4
• IP Telephony
• Call Center
• Mobility
• Video Conferencing
• Messaging
• Digital Signage
• Unified Communications Management
Practices
Assess – Design - Manage
Service Management Unified Communications Converged Technologies
• People
• Process
• Tools
• Reporting
• Analytics
• Governance
• Control
• Information Security
• Data Center
• Converged Networks
• Converged Infrastructure
• Routing and Switching
• Wireless Networks
• Information Security
• Network Security
Be Ready for What’s Next! Consulting Services
Acuative | Confidential 5
Assess/Baseline Design/Develop Manage/Activate
Deliverables
Outcomes /Benefits
• Develop architecture implementation approach
• Implement new Business Capabilities – People, Process, and Technology
• RACI Activation
• Review business goals, strategy, major initiatives
• Discovery and analysis of current people, process, and technology domains.
• Design, develop and validate future state transition architectures for People, Process, and Technology
• Design, develop and validate future state service management structure and plan
• Project, IT/network and service management implementation roadmaps – 6-18 month plans for near-term activities
• People, Process, and Technology Architecture implementations
• Strategic roadmaps
• Future and transition state architecture and design documentation: People, Process, and Technology Domains
• As-built documentation of existing architecture
• Summaries of findings and recommendations of people, process, and technology domains.
• Alignment of IT architecture/design of People, Process, and Technology with business needs and goals
• Alignment of service capabilities with business needs and goals
• Clearly communicated future direction
• Baseline capability of current people, process, and technology domains.
• Foundation on which to build Future Capability
• Business-driven view of client’s current environment
• Understanding of business capability increase
• Successful implementation and achievement of client outcomes
Technical Services
Acuative | Confidential 6
Be Ready for What’s Next! Global Technology Center (GTC) – 24/7/365 Support Facility
Acuative | Confidential 7
24/7/365 network and systems management via CA Tool Suite
Single view to integrate end-to-end performance, traffic analysis, and data/device management and device performance
Remote diagnostics and resolution Power, network systems
and communications
redundancy
Backup: Dallas
(Southlake), TX
Optimizes collective experience and specialty expertise
Enables fast, effective support of a wide range of products and environments
Global Command Center Technical Teams Operations Teams Primary Distribution Center
Be Ready for What’s Next! NOC Service At-A-Glance
What value do you receive from Acuative NOC Services? 1. Consistent and reliable Service Restoration based on industry ITIL framework. 2. End-to-End Incident Management: Identification, Logging, Escalation and Resolution.
Service Why engage Acuative NOC Services? What outcomes to expect?
24x7 ITIL trained staff that understand industry best practices
Consistent and reliable Event Management consistent with ITIL best practices matching customer requirements
Skilled tier staff that include generalist to quickly restore connectivity issues and Subject Matter Experts (SME) in Data, Voice, Wifi, Security and Platforms to restore complex issues
Strict adherence to customer SLA
Ability to follow through root cause analysis after service restoration
Permanent solutions necessary to prevent future business impacting incidents
Service Desk
Service Restoration
Problem Management
3rd Party Escalation
Ability for staff to follow best practices and manage customer’s carrier provider and its 3rd party vendors
Expedient carrier and vendor escalation
Acuative | Confidential 8
Service Focus: Improving the end-user experience
Be Ready for What’s Next! Delivery Model
Acuative | Confidential
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SURVEILLANCE
Automated & Tool Based Event Detection & Notification
Problem Management & Root Cause Analysis
SERVICE DESK
Omni Channel Customer Support
Center
Service Restoration for Connectivity & Complex Issues
ARCHITECTURE
ENGINEERING
NETWORK OPERATIONS
Datacenter • Unified Communications
Datacenter • Unified Communications
LAN/WAN/MAN
Vendor Management
Security
LAN/WAN/MAN • Security
Network Operations Generalist
Network Operations Specialist
Network Operations Expert Route/Switch • Voice • Wireless • Security • Platform
Changes
Escalations
LIFECYCLE MANAGEMENT
Business
Requirements
Design
Build Operate
Optimize
Field Services
Acuative | Confidential 10
Be Ready for What’s Next!
• Formal regimen of ongoing classroom and hands-on lab coursework
• Customer service and soft skills
• Specific client process training
• Well-rounded W-2 technicians with an average tenure of seven years
• Experienced in a wide variety of technologies
• Many hold FAA, DOD, DOJ and top secret security clearances
• Cisco red badge
• Cisco Certified Technicians (CCT)
• Trained to find and solve the problem – trouble resolution not trouble isolation
• Ability to test and troubleshoot circuits and coordinate resolution with the service provider
• Ability to test and replace faulty cabling during the service call
• Specialized equipment to test many types of network technologies at several levels
• Full complement of tools and cable kits
• Communication devices: Enterprise Digital Assistant (EDA), laptop, cell phone and internet access
• Acuative van and uniforms
• Spare parts
• Our InsidEdge Enterprise Resource Planning (ERP) System dynamically routes technicians based on skill set, spares, SLA and location
• Techs use an EDA to download jobs and customer information, bar coding, signature capture and modem access
• GPS Tracking
• Real-time order submission and updating
Field Services
Experience Resolution Training Automation Tools
Acuative | Confidential 11
Be Ready for What’s Next! Service Coverage – North America
Service Contract Administration Chicago, Illinois
24/7/365 Global Technology Center Cleveland, Ohio
Global HQ Fairfield, New Jersey
Consulting Services Herndon, Virginia
Research & Development Facility Dallas, Texas
North American Response Times: 4-hour in most areas; 2-hour in major metros and contracted areas
Acuative | Confidential 12
Be Ready for What’s Next! Global Service Coverage
On-site 7x24x4 On-site 7x24x4 - via partners
On-site 8x5x4 - via partners
On-site via partners - response depends on project scope
Acuative | Confidential 13
Asia Pacific Headquarters Pune, India
Middle East Headquarters Riyadh, Kingdom of Saudi Arabia
Global Headquarters Fairfield, NJ
European Headquarters Uxbridge, England
Be Ready for What’s Next!
Logistics & Staging
• Full management of client-provided or Acuative provided
inventory for both domestic and global needs to meet
client SLAs
• Logistics team develops, implements and manages equipment programs including:
Coordination of inventory, configuration, staging, testing, shipping, asset tagging
Hardware asset reporting – serial numbers, location, usage, history, status and more
• Logistics provided using:
Distribution and Staging Centers in US, UK and Singapore
50 Strategic Stocking Locations US
250 Mobile Stocking Locations US
Complete global coverage using partners
Acuative | Confidential 14
Staffing Services
Acuative | Confidential 15
Be Ready for What’s Next! Staffing Services
• Resources available in Insurance, Financial, Retail, Service Provider - Staffed NOCs/SOCs
• Recruited, supported and trained by Acuative
Mature recruiting process
Background and drug screening checks
• Active recruiting capability – continual recruiting cycle
Database of resources – past, active, augmented
Ongoing contact with past resources
Acuative | Confidential 16
Procurement Services
Acuative | Confidential 17
Be Ready for What’s Next! Procurement Services
Adtran Adva Communications Aerohive Alcatel-Lucent Arista Networks Aruba Networks Avaya Brocade CA Technologies Cisco Cradlepoint
AT&T Comcast Sprint Verizon WindStream
Hardware and Services Network Services
Dell Emerson Network Power Enterasys Epson F5 Fluke Networks Fortinet HP Infoblox Juniper Networks
Meraki Meru Networks MetaSwitch Networks Motorola Network Instruments Polycom Riverbed Sonus Networks Spectralink Vertical VMware
Acuative | Confidential 18
Be Ready for What’s Next! Technology Solutions
Infrastructure e
Maintenance Wireless Security Voice
Complete managed service solutions to simplify the entire lifecycle.
• Managed Wireless LAN
• Managed Wireless Backup
• Managed Wireless Access
• Managed Infrastructure
• Cloud-in-a-Box
• Managed Remote Worker Services
• ValuNet Ultimate
• ValuNet Plus
• ValuNet Pro
• ValuNet
• Managed Business Communications
• Private Cloud Communications
• Unified Communications / SIP Enablement
• Managed Firewall / IPS / IDS
• Managed Security Event Operations
• Managed Incident Response
Acuative | Confidential 19
Be Ready for What’s Next!
Customer Feedback Analysis
Set up metric tracking – actual to target
Customer-centric Approach Focuses on What Really Matters
Understanding, meeting and refining customer requirements
Monitor Progress
Establish Strategy
Define Metrics
Analyze Execute
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Review turn back analysis, review metrics, review vision, strategy & goals
Standardize processes, standard work
Identify processes that support deliverables & priorities
Identify your client
Identify goals
Understand & develop client requirements & how they measure success
Customer’s Desired Business
Outcomes
Acuative | Confidential 20
Be Ready for What’s Next! A Selection of Clients
Acuative | Confidential 21
Be Ready for What’s Next! Next Steps
Acuative | Confidential 22