LifecycLe ServiceS

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Service Desk OverviewInsight provides Global Service Desk services at client sites, or remotely in one of Insight’s call centers, or as a hybrid-blended model. Our 24/7 Single Point of Contact Service Desk performs to the highest standards, at 15-40% less than the largest IT outsourcers. We handle over 135,000 calls per month and customize our Service Level Agreements to meet your needs: •AverageSpeedtoAnswer(ASA)–10-45seconds •FirstTimeFix(FTF)–40-85% •AbandonmentRate–1-5% •CustomerSatisfaction->95%

WhencombinedwithourwebbasedSaaS(SoftwareasaService)DesktopManagementSuite,Insight’ssupportmodelwillprovideanintegratedlifecyclesolutionforyourcomputingenvironment.Thismodelcanincludethefollowingservices:Assets;Patchmanagementandsoftwaredistribution;Remotediagnostictools;Softwarelicensereconciliationandharvesting;Collaborationofcustomscripts,reports,bestpractices;Autodiscoveryofhardwareandsoftware;Identificationofsoftwareusagepatterns;andRobustreporting.

Service Desk BenefitsReducescost,improvesscalability,andallowsyoutopurchasetheexactservicelevelyourequiretomeetyourdynamicbusinessneeds.Additionalbenefitsinclude: •ImprovesFirstTimeFix,savingcostandimprovingproductivity •Abilitytofocusoncorebusiness •Quickerapplicationroll-outsandbeingmorecompetitiveintheirmarketplace •ImprovesIT’sreputation,enablingITtogetcriticalfundingduringdifficult

financialtimes •Ensuresconsistentcallhandling •Canintegrateacquisitionsandconsolidateoperationsmorequickly

Our PrOven MethODOlOgy

•WebbasedSaaSDesktopManagementSuite

•Level1,II,andIIISupport

•ITILbasedbestpractices

•24/7/365Support

•On-siteServiceDesk,RemoteService Desk, or a Hybrid Service Desk

Insight Service Desk

ABOut InSIght

Insight is a technology solutions provider serving global and local clients in 170 countries. Today, thousands of clients, including morethan80percentoftheGlobalFortune500,relyonInsighttoacquire, implement and manage technologysolutionstoempowertheir business. Insight provides softwareandlicensingservicesglobally.Inaddition,weofferacomprehensiveportfoliowhichalsoincludesnetworking,hardwareandvalue added services for our clients in North America and the U.K. We areaggressivelyexpandingourglobalcapabilitiesbyintroducingnewofferings,includinghardwareandservices, to meet emerging needs forourclientsworldwide.InsightisrankedNo.484onthe2009 Fortune500.

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Success StoriesglOBAl DIverSIfIeD fOrtune 25 technOlOgy cOMPAny Summary Support 6,000 mobile userschallenge ClientwantedtoleverageaqualitypartnerforallofitsServiceDeskMobile

needs Insight Solution Insight’sServiceDesksupports6,000mobileusers24/7/365withLevelI,

II,andIIISupportforavarietyofmobilehardwareandsoftwareequipment;alsoperformActivation,ServerAdministrationandHotSwapservices.Sincemobileusersaretypicallysomeofthemostdemanding,difficultandimportantuserstosupport,oursolutionallowedthisGlobalFortune25clienttofocusonitscorebusinessapplications,whichdrivesthecompany’sprofitsand market differentiation.

lArge PuBlIc SchOOl wIth 20,000 uSerSSummary Single Point of Contact Service Deskchallenge SchoolDistrictandbudgetconstraintsandwantedtoleverageindustrybest

practices Insight Solution SinglepointofcontactHelpdesksupporting18,000Desktops,Notebooks,

Servers and Peripherals. This is an integrated solution managing all of theirIMACactivityforthecompleteinstalledbaseofdesktops,notebooks,serversandperipheralswithinthedistrict.InsightalsoprovidesNetworkAdministrationandSoftwareSupport.TheDistrictbenefittedfrom:Scalablesolution(budgetschangeeachyear);PredictableresultswithInsightbestpractices;Costeffectivesolution(onlygetwhattheyneed);Canfocusoncorecompetency,whichiseducation,notITSupport.

lArge u.S. lAwn equIPMent cOMPAny wIth $1.9B In revenue Summary Hybrid Service Desk with on-site and remote support challenge Neededaflexiblepartnerthatcouldoptimizeanon-siteandremoteService

Desk model to minimize cost and improve scalability Insight Solution InsightprovidesLevelIandLevelIIsupportforHardwareandSoftware

24/7/365.Corehoursaresupportedwithanon-siteInsightServiceDeskandafterhours/weekendsaresupportedbyourremoteServiceDesk.Wesupportover65applications.Thehybridmodelsofferedtheflexibilityandscalabilitythisclientrequired,whileprotecteditsinvestmentintoolsandfacilities.

Insight and the Insight logo are registered trademarks of Insight Direct USA, Inc. All other trademarks, registered trademarks, photos, logos andillustrationsarethepropertyoftheirrespectiveowners.©2009,InsightDirectUSA,Inc.Allrightsreserved.Updated4.09

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