Establishing 24x7 global application support operations

Establishing 24x7 global application support operations

• 1.
  Establishing 24x7 GlobalSupport Operations Author – Jason Noble ([email protected]) Support Global 24x7 Service Excellence
• 2.
  Introduction  Establishing global 24x7 client & application support 1. Benefits 2. Costs 3. Challenges 4. Solutions
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  Benefits  Global services – anytime, anywhere, anyhow philosophy  Service consistency & reliability  Service excellence & innovation  Market leadership
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  Costs  Resourcing – support, escalation, resolution & ownership  Service requirements & expectations  Technology changes & enhancements  Increased customer retention & efficiency gains
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  Challenges  Changing market  Consumer experience driven – high expectations  Increasingly demanding customers (for lower prices)  Operational & cultural changes  Global economic situation
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  Solutions  Follow-the-sun support  First contact resolution  Service experts  Centres of excellence  Cloud platform for service management  Digitally enabled service delivery
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  How 1. Board levelsponsorship 2. Global stakeholder engagement 3. Service reviews 4. Global roll-out plan 5. Innovation 6. Cultural changes
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  Culture 1. Customer first 2.Collaboration 3. Proactive solutions 4. Continuous learning 5. Creativity
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  Expectations 1. Service improvements 1.Agile organisation 2. New market leading technology services 3. Cost savings
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  Questions?