MANAGED SERVICES
ACCELERATE THE MOVE TO NEW MODELS AND TECHNOLOGIES
Overview for Customers
AGENDA
1.
Market trends and enterprise challenges
2. The value of Alcatel-Lucent Enterprise Managed Services
3. Offer overview
4. Capabilities and processes
5. Credentials
MARKET TRENDS AND ENTERPRISE CHALLENGES
AND HOW MANAGED SERVICES CAN OVERCOME THE CHALLENGES
RISK COVERAGE Vendor commitment to transformation success OPERATIONAL QUALITY CONTROL
Make sure the solution runs according to objectives OPERATIONAL SUCCESS Vendor covers voice and network solutions’ operational risks EVOLUTION READINESS Vendor covers solution changes and evolutions CAPEX to OPEX PAY-PER- FEATURE to pay-per-use CPE to hosted
HOW MANAGED SERVICES CAN
OVERCOME THESE CHALLENGES
INCREASING
SOLUTION
COMPLEXITY*
SHIFT FROM
UP-FRONT PAYMENTS
TO
PAY-AS-YOU-CONSUME*
HIGH
IMPLEMENTATION
AND OWNERSHIP
COSTS*
* Consumption Economics ** Global CIO SurveyHIGH ADOPTION
RISKS*
BALANCING
SUPPORT AND
INNOVATION
COSTS**
THE VALUE OF ALCATEL-LUCENT
ENTERPRISE MANAGED SERVICES
A LEADING PARTNER
AT YOUR SIDE
•
Alcatel-Lucent Enterprise Managed Services are delivered in close partnership with our Business
Partners (for on-site delivery) and global service partners (for remote delivery through the
Service Desk and Network Operating Center [NOC]) and for onsite delivery in some countries.
•
When a service provider/value-added reseller (VAR) or a Business Partner does not have the
resources to deliver the full solution and geographic coverage for their customer, Alcatel-Lucent
Enterprise takes on the prime responsibility for the customer, delivering the solution with or for
the service provider/VAR or Business Partner.
•
Resources and capabilities are provided by the global partner ecosystem and in-house experts.
BENEFITS OF ALCATEL-LUCENT ENTERPRISE MANAGED SERVICES
TO CUSTOMERS
OPTIMIZED INFRASTRUCTURE
One-stop shop for products and services; dedicated Global Program Manager
COST CONTROL AND PREDICTABILITY
Price-per-user (PPU) model; move to OPEX; ability to control set-up, management and staff costs
WHY SHOULD YOU
CONSIDER OUTSOURCING
YOUR ALCATEL-LUCENT
SOLUTION OPERATIONS?
REDUCED RISKS
Committed Service Level Agreements (SLAs); transfer of support tasks to Alcatel-Lucent; centralized alarm monitoring
MINIMAL LEARNING CURVE
Skills transfer; customized training and e-learning plan
COMMITTED SERVICE CONTINUITY
AND EVOLUTION
Preventive maintenance and backups; evolution management
BENEFITS OF ALCATEL-LUCENT ENTERPRISE MANAGED SERVICES
TO PARTNERS
CREATE NEW BUSINESS
OPPORTUNITIES WITH
ALCATEL-LUCENT
ENTERPRISE MANAGED
SERVICES
NEW BUSINESS OPPORTUNITIES
Deliver services to distant or offshore customer sites
ENHANCED BUSINESS AGILITY
AND FASTER TIME-TO-MARKET
Fast response to customer expectations speeds new technology time-to-market
REDUCED CAPEX AND OPEX
Related to managing multiple subcontractors; outsource spare parts stock and logistics; optimize engineering resources
ENRICHED OFFER AND CAPABILITIES
With the latest Alcatel-Lucent Enterprise
ALCATEL-LUCENT
ENTERPRISE
COMMUNICATIONS AND
NETWORK SOLUTIONS
COMPLETE PALETTE OF SERVICES
COMPLETE OFFER,
INCLUDING TURNKEY
SOLUTION, SERVICES
AND COMMITTED
QUALITY LEVELS.
SEAMLESS SOLUTION MANAGEMENT
WITH STANDARDIZED SERVICES
BUILD
• Site survey
• VoIP and radio coverage assessment
• Configuration design • On-site installation • Hosting
OPERATE
• Service desk • Change management • Evolution management • Performance managementMAINTAIN
• Fault management • On-site break-fix • Proactive maintenanceA COMPLETE
SERVICES OFFER
from multilingual hotline to problem resolution and on-site interventions
AVAILABLE
EVERYWHERE
where Alcatel-Lucent has a local partner
HOMOGENEOUS
QUALITY OF SERVICE
One single worldwide SLA; unified quality and reporting
MODULAR
Customers can choose the
appropriate services according to their in-house technical skills or geographical coverage
HIGH-LEVEL EXPERTISE
Alcatel-Lucent experts, ITIL®
processes and a global network of field technicians trained in the latest technology
CAPABILITIES
AND PROCESSES
TURNKEY SOLUTION
END-TO-END SERVICES
ENABLING YOUR SOLUTION
• Solution integration
• Global program management
• Solution operation
• Logistics for spare parts
• End-user training
• Remote and field maintenance
• Solution support
MANAGED
SERVICES DELIVERY
MANAGED SERVICES
ARE DELIVERED BY
ALCATEL-LUCENT
ENTERPRISE SERVICES
AND A CONSORTIUM
OF PARTNERS
A LEADING PARTNER
AT YOUR SIDE
Alcatel-Lucent Enterprise offers comprehensive geographical coverage through our network of local partners
OPERATION QUALITY
CONTROL METHODOLOGIES
Strong quality control; process methodologies and expertise
EXTENSIVE PROJECT
MANAGEMENT EXPERIENCE
Global program management, Customer Service Managers and a continuous improvement program
CUTTING-EDGE SOLUTION
EXPERTISE AND EXPERIENCE
Deep solution expertise;
REMOTE DELIVERY
CAPABILITIES
16 data centers on three continents
NOC
SERVICE DESK, NOC
1 service desk, 2 NOCs
WELCOME: SERVICE DESK ALCATEL-LUCENT TECHNICAL ASSISTANCE CENTER (TAC) ALCATEL-LUCENT TECHNICAL EXPERTISE CENTER (TEC) STANDARD INTERVENTIONS FIELD SERVICE PARTNER COMPLEX INTERVENTIONS PROFESSIONAL SERVICES EXPERT Field interventions Customer ticket log
Dispatch to remote assistance
Online By phone
HELP DESK
The remote delivery process CUSTOMER SITE
ALCATEL-LUCENT ENTERPRISE SERVICE DESK
ALCATEL-LUCENT ENTERPRISE
PARTNERS
ALCATEL-LUCENT ENTERPRISE
REMOTE DELIVERY CAPABILITIES
SERVICE DESK AND NOC
•
UK-based service desk (Eurocentral)
- Takes customer calls from across the globe: the Americas,
Europe, the Middle East and Africa, and Asia Pacific
- Languages: English, French, German, Spanish and Italian - 700 tickets opened every month
- 24x7 single point of contact, end-user helpdesk - Ticket creation and tracking
- Dispatch of Level-2 NOC experts or Level-3 Technical Support - Dispatch to field force if necessary
- Third-party equipment: manages tickets and dispatch to vendors
•
UK- and US-based NOCs
- 24x7, English Technical Assistance Center - Centralized alarm monitoring
•
Product skills/certifications
- 50 Service Desk, ACFE and ACSE staff dedicated to Alcatel-Lucent customers - Communication:
- Alcatel-Lucent OmniPCX™ Enterprise Communication Server - Alcatel-Lucent OmniPCX™ Office
- Alcatel-Lucent 5060 IP Call Server
- Alcatel-Lucent 8400 Instant Communications Suite – High Availability - Alcatel-Lucent OmniTouch™ Contact Center Standard Edition
- Alcatel-Lucent OmniVista™ 4760/8770 Network Management System - Alcatel-Lucent OpenTouch™ Business Edition
- Network: LAN, WLAN (Aruba® Networks), FireBrick® firewalls
•
Unified infrastructure and tools
FIELD INTERVENTION CAPABILITIES
A GLOBAL FIELD FORCE FOR ECOSYSTEM COVERAGE
FIELD ACTIVITIES
•
On-site deployment tasks
•
Defective parts replacement
(on-site)
•
Move, Add, Change (MAC)
activities
•
Monitored by the NOC to
ensure proper service
restoration within SLA
GEOGRAPHIC COVERAGE
More than 45 countries
already covered through our
ecosystem of field partners
(60+ Teaming Agreements)
Other countries under study
Argentina
Australia
Bahamas
Belgium
Brazil
Canada
Chile
China
Dominican
Republic
Egypt
France
French West Indies
(Antilles)
Gabon
Germany
Greece
South Africa
South Korea
Spain
Sri Lanka
Switzerland
Taiwan
Thailand
Tunisia
Turks and
Caicos
Turkey
Ukraine
United
Kingdom
United States
Venezuela
Vietnam
Hong Kong
Indonesia
Israel
Italy
Japan
Malaysia
Maldives
Mauritius
Mexico
Morocco
Netherlands
Philippines
Portugal
Saudi Arabia
Senegal
Singapore
QUALITY PROCESSES
AND BEST PRACTICES
THE SERVICES LIFECYCLE PROCESS
LIFECYCLE PROCESSES
•
Consult and design
•
Integrate and deploy
•
Operate and maintain
PROJECT MANAGEMENT AND DELIVERY
PROCESES
•
ITIL, PMI
®and Managed Object Framework (MOF)
best practices
OPERATION PROCESSES
•
SIX SIGMA approach
•
ISO 9001 and ISO 14001 certified
•
OHSAS 18001 compliant
•
New-customer take-on process
•
Global program management process for extra-large accounts
STRICT SERVICE DELIVERY SLAs
CASE STUDY
BUILD DELIVERY FOR A SERVICE PROVIDER
ENABLING AND SUPPORTING THE OPERATIONAL DELIVERY
OF BUILD SERVICES ON END-CUSTOMER PREMISES
(FROM ORDERING TO ACCEPTANCE)
PRE-SALES AND ORDERING PHASE
SERVICE DELIVERY PHASE (BUILD)
Customer Service Request Form (CSRF) • Site survey and data collection (Pre-installation phase) • Testing Plan and Acceptance Certificate(Installation phase)
RUN
Site survey Data collection Testing Plan Acceptance CertificateIdentify and capture vital information from end-customer that may impact the service delivery phase
Collect key information to prepare the installation (completed by Field Engineer)
Collect information to configure the solution (completed by Field Engineer and end-customer)
Tests database that has been customized according to project parameters
CSRF
Form signed by the end customer at completion of Build phase
NUMBER
OF USERS
USERS
supported by Alcatel-Lucent
Enterprise Managed Services
70
%
OF USERS
have Managed Field Services provided by
Alcatel-Lucent Business Partners and the rest
are supported by an Alcatel-Lucent-hired NCR
service partner (Canada, France
,Germany,
Spain, UK, US)
OF WHICH
MANAGED SERVICES
REFERENCES
ABOUT ALCATEL-LUCENT
ENTERPRISE SERVICES
A PALETTE OF SERVICES:
EXPERTISE FOR SUCCESS
FACTS AND FIGURES
•
Team and partners
- + 600 services experts (all
services)
- +120 trainers and 24 training
centers
•
Expertise
- Deep product expertise
+ 50 product lines supported
- Complex environments Specific customizations
•
Experience
- + 2000 integration and customization projects - 24x7x365 network operationunder strict SLAs
- Education services train 400
trainees per day
- 1 million support-related
customer conversations per year
PROFESSINAL SERVICES VENDOR ENGAGEMENT END-TO-END SERVICES • Network operation • CAPEX to OPEX • Operate and maintain GLOBAL CAPABILITIES • Field/labor and spares
capabilities
• Hosting capabilities • NOCs, service desks and
data centers
KNOWLEDGE AND SKILLS FOR SUCCESS
TRAINING AND CERTIFICATION • Business partners • Customers • Standard and customized training VENDOR ASSURANCE INTEGRATION SERVICES • Mentoring; consulting and design
• Integrate and deploy; operate and maintain
• Full project management APPLICATION SERVICES • Customized applications • Off-the-shelf applications
VENDOR PROTECTION • Fit customer needs • Software and hardware
coverage • Multiyear and
software evolution • Global Technical Support
PROFESSIONAL SERVICES MANAGED SERVICES SUPPORT SERVICES EDUCATION SERVICES
PRODUCTS AND SOLUTIONS
GLOBAL PROJECT MANAGEMENT
