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ALLIED DIGITAL SERVICES, LLC
Mazda North America Operations RFP Overview
Monday, April 7, 2014
ACCOUNT TEAMseparating us from the rest
Mike AllenVice President, Services
Sunil BhattChief Technology Officer
Stephen YingerService Delivery Manager
John KangetheSupervisor, Global Service Desk
Abdallah KarimPractice Manager, Global Service Desk
Steve BilbroughClient Solutions Director
Hubert WongVice President, Service Operations
Sair MuhammadExecutive Vice President, Sales
AGENDA topics to discuss today
1 2 3 4 5 6
About uswho is allied
Historywhat we’ve
done
Overviewour solution
Innovationsservice enhancements
Pricingquality service
Endquestions
COMPANY OVERVIEWwho is allied
founded in 1984; today, we cater to
10% of the Fortune 100
Operate in 190 locations in 35
countries
3,500+ employees
YOY growth of 50% & EPS
growth of 25%
ITIL/ITSM certified delivery processes
five service delivery facilities
ISO 20000-1:2005; ISO 27001: 2005
certified development
center, NOC, and SOC
Revenues over $175M
COMPANY OVERVIEWawards
• BEST VAR 2013 AWARD – VAR INDIA• TOP SOLUTIONS PROVIDER – DATA QUEST CHANNELS• SOLUTIONS CHAMP – MANAGED SECURITY SERVICES – DATA QUEST CHANNELS• MSP OF THE YEAR 2012 – LANDESK• CRITICAL DIFFERENCE PARTNER AWARD 2012 – EMERSON• CHANNEL WORLD PREMIER 100 – CHANNEL WORLD• MANAGED SECURITY SERVICE PROVIDER (MSSP) OF THE YEAR – FROST AND
SULLIVAN• BEST SOLUTIONS PROVIDER – ITPV• BEST MANAGED SERVICES PROVIDER – CRN EXCELLENCE• BEST UNDER A BILLION COMPANY – FORBES ASIA (3 YEARS IN A ROW)• CHANNEL EXCELLENCE AWARDS – DATA QUEST CHANNELS• COMPANY OF THE YEAR – CRN EXCELLENCE
ADiInfraDCOPS & NOC
ADiInfraStorage &
Backup
ADiInfraServer Support
ADiInfraNetwork
(Voice & Data)ADiInfra ADiCube
DR
ADiInfraInfra Apps
ADiInfraDC Migration
ADiInfraOptimize.
ADITaaS ITSM Basic
ADiTaaS ITSM Std.
ADiTaaS ITSM Ent.
ADITaaS ITSA ADiTaaS ADiCube
GRC & Quality
ADiTaaSTPO
ADiTaaSAction ITIL
ADiTaaSPredict IT
ADiUser GSD
ADiUserRDMS
ADiUserIMAC & Break-fix
ADiUserGSD in Cloud ADiUser ADiCube
Security Services
ADiUserVDI
ADiUserBYOD
ADiUserMPS
ADiPlantLarge Rollouts
ADiPlantConfig Center
ADiPlantStaging &
Warehousing
ADiPlantDisposal Services
ADiPlant ADiCubePMO & SDM
ADiPlantWOTS
ADiPlantBranch in a
Box
ADiPlantLogistics
Consulting
ADiAppsBPA
ADiAppsDev & Support
ADiAppsApp Ops
ADiAppsVertical
SolutionsADiApps ADiCube
ADiBoard
ADiAppsHorizontal Solutions
ADiAppsModernization
ADiAppsMobile Solutions
ADiCloudNavigate
ADiCloudTransition
ADiCloudManage
ADiCloudDFaaS ADiCloud ADiCube
Innovation & CSI
ADiCloudIaaS
ADiCloudPC as a Service
ADiCloudSaaS
IT Operations Tools Platform
End User Compute ServicesInfrastructure Services
Application Services Cloud Services Large Deployments
ADiCUBE - EXPANDED
FIELD SERVICES HISTORICALhow we’ve done
2009 2010 2011 2012 2013
Call Volume 77 36 65 215 216
25125225
Phone Support
2009 2010 2011 2012 2013
Call Vol-ume
2489 2099 2124 2249 2016
25012502250
IMAC
2009 2010 2011 2012 2013
Call Volume 2773 2169 1920 1102 1241
250
1750
Break Fix
GSD HISTORICALhow we’ve done
2009 2010 2011 2012 2013 2014
ASA
0.000185185185185185
0.000173611111111111
0.000127314814814815
9.25925925925926E-05
6.94444444444444E-05
9.25925925925926E-05
0:00:02
0:00:10
Average Speed of Answer
2009 2010 2011 2012 2013 2014
Abandon Rate
0.000185
0.03 0.0134 0.0044 0.0034 0.0012
0.25%1.75%3.25%
Abandon Rate
2009 2010 2011 2012 2013 2014
FCR
0.8543
0.8644
0.9608
0.9655
0.9548
0.9703
77.50%
87.50%
97.50%
First Contact Resolution2009 2010 2011 2012 2013 2014 Over
all2009 2010 2011 2012 2013 2014 Over
all
Average
4.54845768266821
4.67205133498486
4.60221532091097
4.45015097188149
4.49812810103744
4.58227374719521
4.55632242351199
Response Rate
0.08266398929049
53
0.15089402529437
4
0.22373540856031
1
0.18770146293082
1
0.2337128399747
0.22874251497006
0.18457504017012
7
0.251.753.254.75
2.50%
12.50%
22.50%
Survey Score
RDMS HISTORICALhow we’ve done
2011 2012 2013 2014
Average 1461 1526 1340 1269
100
500
900
1300
Asset Count History
GSD24x7x365: SPOC
RDMSField
Servicesat all Mazda locations & remote sites
• Domestic in USA• Hybrid (On-Shore/Off-Shore)• Off-Shore (Mumbai/Pune)
• Remote Support• Patching & Security Updates• Asset Management• Telecom Management• Break/Fix & IMAC Services• On-Site and Dispatch Resources• Technology Refresh Services• Software Image, VDI, & Telecom
Support
ADiUSER - SOLUTIONS OVERVIEWproposed solution
COVERAGE
SaaS-based ITSM & ITSA PLATFORM
BEST PRACTICE METHODOLOGIES
BUSINESS INTELLIGENCE ANALYTICS
MULTI-LINGUAL SUPPORT
SLA GOVERNED SERVICES
GL BAL SERVICE DESKwhat we do
TOTAL “CUSTOMER EXPERIENCE PROCESS”
HIRING & RETAINING TOP TALENT
INTEGRATED TOOLS
CUSTOMER LOYALTY
INNOVATIVE TECHNOLOGY & TRAINING
GL BAL SERVICE DESKdifferentiators
DEDICATED ON-SITE / FIELD DISPATCH SERVICES
HARDWARE & SOFTWARE REFRESH
TELECOM SUPPORT
VIRTUAL DESKTOP INFRASTRUCTURE SUPPORT
HARDWARE MAINTENANCE
IMAC SUPPORT
FIELD SERVICESwhat we do
REMOTE DEVICE MANAGEMENTanywhere in the world
RDMS Asset Management
Security Patch Management
Software Distribution
Discovery
Remote Control
LANDesk Data Analytics
Power Management
Software Compliance
Deployment Portal
around the clock monitoring
PROGRAM GOVERNANCEchecks and balances
Delivery Governance
ForumsParticipants
Frequency Inputs OutputsMazda ADSL
Strategic Governance
ExecutiveSponsor Meeting
SteeringCommittee
Meeting
Nominated by Mazda
CEO/CTO
Vice President Service Delivery
Once a yearStrategic key
performance indicatorsProvide Vision
Quarterly Business DriversCommitment &
alignment to goalsNominated by
Mazda
Operations Review Meeting
EngagementReview Meeting
Monthly
Monthly
Nominated by Mazda
Vice PresidentService Delivery,
Track Leads
Service Delivery Manager,
Account Manager
Critical path & Milestones, SLA
Performance reports
Monthly reports, SLAReport, non resolved
escalations
Progression plan,Service improvement
plan
Planning for changeIn scope,
Issue Resolution
Service Management
Change ManagementReview
Service Review Meeting
Service Delivery Manager
Weekly
Review and approveChanges to scope,
Review SLAs, service window
Service Delivery Manager
Weekly SLA examination,
Performance issues
Progress on projects, Day to day operational
Issues
Operations issue resolution, Fine tuning
Operations plan, Planning for project
schedules
Weekly
Nominated by Mazda
Nominated by Mazda
Nominated by Mazda
INNOVATIONSstaying ahead of the curve
ADiTaaSall-in-one tool
KNOWLEDGEBASEend-user knowledge
analytics & reportingextensive service level managementcentralized knowledgebase
multiple levels CMDB self-service software & license management
incident management problem management change management
request fulfillment mobile compatible web-based
ADiTaaSitsm tools platform – ITIL based
KNOWLEDGEBASEempowering users
Knowledge is
Power KB article
s
Web-Based
KB
Self-Servic
e
SMEs
Happy end-users
ENDmoral of the story
relationships that help bring out the best in all of us
uncompromising & unparalleled service quality
mutual success
Thank you for having us here today. Any questions?