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Enterprise Data &
Managed Services
The Business Landscape
The business landscape is changing so fast today that enterprises are forced to anticipate, react and evolve rapidly in order to ensure their continued survival. A reliable and scalable infrastructure allows enterprises not just to transform and compete effectively but to also realise productivity gains and cost savings along the way. NCS addresses the unique requirements of your enterprise by offering you time-tested solutions that are backed with our combination of niche expertise and leading edge technologies, delivered through a business model that best meets your requirements.
Challenges
What challenges are organisations facing today? How are they going to ensure their continued survival in these trying times?
Drive IT Efficiency
Clearly, the aim is to increase IT efficiency and yet drive capital and operational costs down, while striking a balance between cost effectiveness and the degree of IT quality of the organisation’s network infrastructure. Businesses are relying more and more on their network for growth, productivity gains, improvement in efficiencies, and competitiveness. Besides maximising resources, the IT organisation is also looking at ways to implement “green IT” practices and business initiatives in their data centre environment.
Excellent Customer Service
Businesses must ensure system availability to avoid excessive customer wait time. This means low-latency networks have to be available at peak periods of transactional activities — meeting high service availability on a 24x7 basis, via an always “open” IT environment. Time taken to recover from a system or network failure has to be reduced in order for the organisation to become more service-oriented. Within this aspect, organisations must also look at consolidation and integration of communications channels to customers and suppliers.
Tackle Evolving Security Risks & Threats No longer will antivirus programs at the desktop be sufficient to keep out malware and other forms of cyber-threats. Enterprises have to stay ahead of the technology curve with security solutions that can detect and respond to increasingly sophisticated attacks. They have to be able to safeguard their critical operations and strive to improve resilience in preparation for times of disaster and major disruption. More importantly, any disruption to business services will adversely affect an organisation’s reputation, not to mention loss in the confidence of customers, suppliers and partners. Acquire Skilled Manpower Resources
Organisations must maintain a multi-disciplined IT team to ensure that they are on top of their IT operations. Finding, keeping and grooming in-house experts who can be fully responsible for planning, implementing and maintaining the organisation’s network infrastructure can be elusive, if not downright impossible. Even if there is such an in-house team, keeping abreast of technological developments is another tough challenge, in addition to continually ensuring there is sufficient effort to retain such talents.
Adopt Industry Best Practices
Adoption of industry best practices is increasingly important as organisations move towards leveraging IT to deal with external parties. One area is the adoption of ITIL to ensure quality IT operations. Striking a balance between cost effectiveness and degree of IT quality remains a concern for many enterprises.
NCS gives you...
Proven expertise and experience
Certified skill sets to meet your infrastructure need, from networking, security and storage to business continuity and recovery.
End-to-end total service offerings
An end-to-end offering will give you peace of mind, reduced complexity, and single-source convenience.
Quality facilities and operational
excellence
Well-managed facilities to handle the most mission-critical systems that require stringent service levels.
Competitive offerings from best-of-breed
technology partners
Partnering with key technology partners to bring you the most effective and best-fit solutions and receive priority attention.
NCS’ complete suite of infrastructure management and solutions offers consultancy and round-the-clock support for your enterprise’s infrastructure development and operations.
Data Centre Hosting & Operations Managed Network Services Managed Server & Storage Services Disaster Recovery & Business Continuity
Contact Centre & Service Desk Facilities Management On-site Software-as-a-Service (SaaS) Managed Endpoint Services Managed Security Services Managed Application Performance Services
Today, enterprises are not just concerned about hosting and managing the storage of their expanding volumes of data. They are also concerned about the technology behind such storage management, the associated costs, management issues, and technology refresh cycles.
In an increasingly complex IT environment, data centres are expected to operate efficiently despite the use of various cost-containment strategies. Organisations are no longer influenced by the perception that more features means more cost commitments. Rather, they seek solutions that provide the best at manageable cost levels. By leveraging various technologies and processes, organisations can better protect information and applications, enhance data centre service levels, improve storage and server utilisation, manage physical and virtual environments, and drive down capital and operational costs.
Data Centre Hosting & Operations
Data Centre Hosting & Operations
Challenges
Enterprises are constantly looking at ways to boost the efficiency of their data centres while keeping costs under control. Besides maximising resources, IT organisations are also looking at ways to implement “green IT” practices and business initiatives in their data centre environment. Typically, an organisation faces the following challenges:
Driving capital and operational costs down in building and maintaining a resilient data centre infrastructure
Meeting high service availability – 24x7 always “open” IT environment Maintaining a multi-discipline IT team to
ensure optimised IT operations
Adoption of industry best practices such as ITIL to ensure quality IT operations
Disaster recovery plans for business continuity
While these issues seem obvious, organisations face difficulty in finding the right expertise to ensure that they are properly addressed. Working with vendors who have vast experiences in managing and hosting data centres is one way to solve these troubles.
Our Solutions
NCS provides one-stop, round-the-clock data centre solutions where enterprises can choose the environment they need. Partnering with our technology providers, we provide a multi-platform, multi-vendor offering of open systems, reliable monitoring tools and value-added services. NCS’ Data Centre (DC) provides the physical environment necessary to keep your servers running 24 hours a day, 7 days a week. Our facilities are custom designed with raised floors, standards-based data centre environment setup and monitoring system. We offer the widest range of physical security features, including state-of-the-art smoke detection, fire suppression systems, motion sensors, 24x7 secured access, surveillance cameras and security breach alarms.
Data Centre and Hosting
Managed data centre operations and facilities Management of open systems and mainframes Server hosting (co-location & dedicated) Backup, Recovery and Media Management Batch Management
Systems, Database, Middleware and Network administration
Broadband connectivity
Our Data Centre Certifications
ISO/IEC 20000 standards for IT ServiceManagement
ISO/IEC 27001:2005 standards for Information Security Management System
SS507 standards for Business Continuity / Disaster Recovery service providers
Benefits
One-stop, end-to-end hosting services Round-the-clock support to ensure business continuity
Industry-certified best practices and methodology
Peace of mind with assurance of minimal
downtime
Data Centr
e Hosting
Managed Server & Storage Services
Managed Server &Storage Services
Organisations recognise the need to store information intelligently, and the importance of having efficient backup, recovery and archiving solutions so that they can manage their information infrastructures better, while at the same time drive costs down.
When the organisation’s information requirements grow, proliferation of server types and operating systems is inevitable and the locations of on-site and off-site servers supporting a data centre tend to increase, making remote server management — and in tandem, storage management — a necessity.
Challenges
Exploding growth in data storage
Increased complexity in managing different tiers of storage Increase in storage management costs
Proliferation of server types and operating systems
Our Solutions
NCS Managed Server Services are supported by
our round-the-clock Enterprise Management Centre (EMC). With Best-of-Breed Fault & Performance monitoring tools, rest assured that your critical applications are managed professionally in a secured environment.
Fault and performance monitoring Server configuration management File and print service management Server cluster management Hardware vendor management
24x7 certified system engineer support Established patch management process Established anti-virus update process Web-based reports for easy access
Our Managed Storage Services include
management and support services for an enterprise’s storage infrastructure. We ensure availability and optimise performance of the storage systems through proactive support services.
Monitoring — event data collection,
notification and review with support vendor, monitoring of storage utilisation, 24x7 monitoring and escalation (enterprise level storage subsystems only)
Operational and Configuration Management — Event handling and fault resolution, plan and coordinate hardware and software maintenance with service provider, maintain up-to-date system configuration documentation
Providing monthly fault statistics Providing monthly storage utilisation
Managed data replication service for added protection
NCS Managed Storage Services
lAN
WAN
RAID
RAID
UNIX WINDOWS MAINFRAME
REMOTE COPY Standard FC I/O Module Primary Controller Optional FC I/O Module Optional
Controller Module Active Fabric Standby Fabric
Standard FC I/O Module Primary Controller Optional FC I/O Module Optional Controller Module Standard FC I/O Module Primary Controller Optional FC I/O Module Optional Controller Module ENTERPRISE STORAGE
Disaster Recovery & Business Continuity
Businesses today are highly dependent on IT systems and many of the critical success factors – service, reliability, accuracy, responsiveness – hinge on consistent performance of IT functions. It is necessary for companies to embark on disaster recovery (DR) planning and set a comprehensive Business Continuity framework to ensure the organisation’s readiness in times of crisis.
Challenges
All businesses must be able to safeguard their critical operations and strive to improve resilience in preparation for times of unexpected
disasters and major disruptions. Besides direct impact on revenue loss or cash flow problems, companies have to deal with loss of data, assets and productivity. Service reputation may also suffer which in turn affects the confidence level of customers, suppliers and partners.
Our Solutions
Business Continuity Management
Business Continuity Management (BCM) is a holistic management process of identifying potential incidents that threaten an organisation and the development of plans to respond to such incidents.
Disaster Recovery & Business Continuity
BCM FraMework risk analysis
& review Business Impactanalysis
BC Plan
Programme Management
Key Features of iMobicon
Contains workstations for up to 10 persons
Equipped with its own mobile toilet and diesel generator
Mobile, as it can be mounted on a trailer
and moved anywhere according to your organisation’s business continuity plan
Connected to the internet via a wireless link
and is able to tap onto Wi-Fi networks
Equipped with state-of-the-art physical and network security features and monitoring tools
Uses of iMobicon
In the event of a pandemic outbreak,
businesses can relocate their staff into these self-contained offices, which will minimise the spread of the virus
In the event of wide-area disruptions,
business continuity facilities can be transported to your desired location
In flood-prone areas, iMobicon can be stacked up
Accreditations
Certified Business Continuity
Professionals by Disaster Recovery Institute International (DRII) USA and Business Continuity Institute (BCI) UK
Certified BC/DR Service Provider
(SS507) by Infocomm Development Authority of Singapore (IDA)
Certified BCP Trainer by Disaster Recovery Institute International (DRII) USA
Member of SPRING Singapore BCM Certification Committee
iMobicon
iMobicon is Asia-Pacific’s first innovative mobile business continuity office, a portable business continuity office housed within a standard stackable shipping container.
Business Continuity Services
NCS is able to provide end-to-end business continuity management services supported by round-the-clock recovery centres and a team of experienced IT professionals.
BuSIneSS ConTInuITy
ServICeS
Consultancy and Business Continuity Planning
for BCM Certification off-site Storage
Disaster recovery / Business Continuity Training Courses
IT Disaster recovery Planning & Project Management
warm and Hot Site recovery
office Space and Facilities Services for operational Continuity
Disaster notification Service
iMobicon
The network today is becoming more feature-rich, offers even higher bandwidth with improved security, and of course more affordable as acquisition costs come down. All-in-one network devices are becoming popular, and given their modular construction, they often allow rapid upgrading via software or hardware extensions.
Managed Network Services
Managed NetworkServices
CORPORATE HEADQUARTERS
Cost Effective Global Service
CUSTOMER
WAN
NETWORK APs LOAD BALANCER VPN SWITCHESMANAGED LAN SERVICE
MANAGED LAN SERVICE
ROUTER ROUTER
SITE
APs
MANAGED WAN SERVICE
Challenges
In-house IT network operation team faces the challenges of managing complex and ever changing network requirements. And at the same time, organisations struggle to keep trained network engineers and hope to reduce manpower attrition to the minimum.
On top of these challenges, businesses are increasingly depending on the network for their growth, productivity, efficiency and competitiveness. Improvement on service quality of IT operations is measured against organisational productivity and efficiency.
Our Solutions
NCS Managed Network Services provide a comprehensive suite of solutions to monitor your IT infrastructure based on a service delivery framework that adheres to a set of processes for speedy network fault detection and performance monitoring.
Managed LAN Service Managed WAN Service Traffic Analysis Service
Managed LAN Service provides proactive fault and performance monitoring and management solution. Provide in-depth visibility of equipment deployed within LAN such as router, switch and wireless LAN devices.
WAN Management Service provides monitoring and
management of the WAN devices and WAN service providers across the borders.
Traffic Analysis service is based on the Netflow/RMON2 network traffic data. Gain expert analysis reports and executive recommendations on Fault and Performance of WAN.
Day-to-day operation of the network, change and configuration management. Experienced engineers will be working on the complex
trouble-shooting, resolution and recommendation of network incidents and problems; and complex configuration of network.
Consultation
Consultancy for customer IT infrastructure to meet new requirements or further improvements on existing IT infrastructure in terms of resiliency, security and performance.
Reporting
Customer will have web-based access to view the fault and performance status of the network.
Service Offerings
Centralised fault and performance monitoring of the customer network infrastructure
Fault monitoring provides proactive fault alerting, identification and isolation for faster response and fault resolution. The performance monitoring offers real-time and historical information on device resource utilisation and performance. While assisting in future capacity planning, it also identifies areas of the infrastructure with performance issues.
Round-the-clock monitoring and management of all incidents
Govern incident management process aligned to ISO 20000 standard. The incident management encompasses logging of the incident to the incident logging system. It also includes
escalation of the incident (to higher level support project team, domain experts and customer / NCS management) together with incident tracking until it is resolved and closed.
Managed Network
Managed Security Services
Corporate networks and systems are becoming more complex as organisations integrate new modes of communication into their business operations and open up their corporate network to vendors and customers. Managed Security Services aSSeSS DeFenCe ManaGe MonITor reSPonSe
Managed Security Services Approach
CYBER
PHYSICAL BUSINESS
ConverGenCe TrIaD
Challenges
Given the complex matrix of threats, organisations face many challenges when it comes to ensuring the security of their IT infrastructure. These include:
The need for sophisticated protection Enterprises have to stay ahead of the technology curve with security solutions that can detect and respond to increasingly sophisticated attacks. The need for skilled security resources
Implementing and managing a comprehensive network security solution requires considerable expertise and specialised skills which have to be constantly updated.
The need for real-time monitoring Maintaining in-house capabilities for real-time monitoring and response puts a huge strain on the enterprise in terms of the manpower resources and equipment needed.
Our Solutions
Security Information and Event Management (SIEM) Monitoring
We provide comprehensive real-time monitoring of both the physical and IT infrastructure and round-the-clock response to any security breaches that may occur.
Insider Threat Monitoring
The Insider Threat Monitoring service uses a multi-tiered approach to identify high-value targets and keep track of the activities of different groups of users in order to identify, monitor and respond to different levels of insider threats. Process System Control/SCADA Monitoring
SCADA (Supervisory Control and Data
Acquisition) Monitoring integrates and centralises security information from all plausible points of entry within the process control network. The information is then correlated to detect, identify and provide alerts on cyber attacks, enabling system owners to come up with a timely response.
Security Device Management
The Security Device Management service covers on-site deployment and management of
security devices and solutions such as firewalls, intrusion prevention systems (IPS), unified threat
systems.
Rapid Threat Containment
This service provides a rapid response to a security incident by locating it, analysing its impact and quarantining the affected network node. This dramatically reduces the downstream impact on the customer environment.
IT Governance Services
Our IT Audit/Technical Review services provide you with a clearer picture of your organisation’s security policies, procedures and systems, and how effective they are in countering security threats. Under our IT Governance and Training services, our infosecurity consultants will examine the security posture of your
organisation, provide recommendations for areas of improvement, and help bring your in-house staff up to speed in addressing security concerns and challenges.
IT Governance & Compliance Monitoring The IT Governance Monitoring service provides
a system for implementing, assessing and monitoring internal controls to ensure that the IT Governance framework is adhered to. Areas covered include access control changes, administrative activity, log-in monitoring, as well as change and risk management.
The Compliance Monitoring service provides intelligent collection, correlation and reporting of security events in the context of respective compliance requirements such as the Sarbanes-Oxley Act, Health Insurance Portability and Accountability Act (HIPAA) and the Payment Card Industry’s (PCI) data security standards.
Benefits
Cost-effective security
Access to proven expertise
Access to best-of-breed solutions Access to best practices
Real-time monitoring of IT infrastructure
Proactive approach to countering threats
Managed Security
Nearly all business transactions rely on an increasingly complex IT infrastructure for their execution. However, managing the underlying infrastructure from a browser or handheld device – spanning firewalls, networks, servers, middleware, applications, and databases – has added an additional layer of complexity, cost, and risk to business and IT management.
Challenges
Complex Infrastructure
Underlying business transactions may involve many applications residing in various servers across different network. Pin-pointing the exact source of failure that causes a business transaction to fail puts a huge strain on the enterprise in terms of time and manpower resources.
Delivering a Seamless End-User Experience
Availability and efficiency of individual components may not directly reflect end-user experience. Components in a huge and complex infrastructure are inter-related and every configuration made to a single component causes an impact to the response of the whole business transaction.
Recovery Time
Time taken to recover failure and slowness in business transactions become increasingly important as organisations seek to be more service-oriented. Enterprises have to detect failure fast and ensure responsiveness of business transactions.
Managed Application Performance Services
Managed ApplicationEnd-To-End Application
Performance Monitoring based on Synthetic Transactions
End-To-End Application
Performance Monitoring based on Real Transactions
WAN Application Acceleration
Critical transactions are
recorded and scheduled to run at regular intervals to measure response time and availability. This helps to detect and rectify any error and slowness of critical transactions.
Information of every transaction done is collected and monitored. When error or slowness occurs, root cause of the problem can be pinpointed and rectified immediately to maintain quality of service and experience.
Data is stored at both ends of the network to reduce the amount of information needed to be transmitted across the network and hence reducing application response time.
Our Solutions
Our Managed Application Performance Services encompass of three areas: HEADQUARTERS
WAN
PROBEWAN Acceleration
Increasing WAN response time without the need to increase costly WAN connection.
ROBOT END USERS
Real Transaction Monitoring
Measures and quantifies end user experience for Service Level Agreement
Synthetic Transaction Monitoring
Ensure availability and responsiveness of critical transactions WAN ACCELERATOR WAN ACCELERATOR APPLICATION SERVERS
Managed Endpoint Services
Predictive-IT
Enforce your corporate IT policies and standards on all your endpoints regardless of locations
Protective-IT
Protects and remediates your travelling users anywhere in the world, without requiring complex network configurations
Progressive-IT
Keep pace with the growth in your user base by adopting a scalable and adaptable endpoint management infrastructure
Productive-IT
High performance yet lightweight management agent frees up valuable resources for end-users for increased productivity
Pervasive-IT
Achieve real-time visibility into your endpoint infrastructure with new levels of manageability and insights on optimising your IT investments
“a Global Management Infrastructure that delivers”
TRAVELLING USERS REMOTE OFFICES Relay Global Relay
With NCS Managed Endpoint Services, you can regain control of your Endpoints and operate your business in a trusted environment leveraging on our global management infrastructure that delivers:
A highly secure, reliable and predictable Endpoint infrastructure with real-time visibility and control
A new focus on strategic issues such as security breaches, lost productivity and compliance
A scalable architecture that is a complete blueprint which
grows with your business
Managed Endpoint Services
Client Support Services One Stop Service Desk
Reduce your ICT support interfaces to just a “One-stop Service Desk”, that provides troubleshooting, escalation and resolution services over phone and email.
Remote Support Services
Improves the productivity and decrease downtime of your workforce by supporting them through the use of an enterprise-class, secured and appliance-based remote support solution.
Deskside Services
Have direct access to on-demand Deskside Services for all your IMAC needs, supported by a team of professional IT support engineers.
Asset and Application Management
Asset Inventory Management
Continuous, autonomous and accurate inventory of ICT assets to optimise cost management and ROI. Manage your complex ICT environment through a single source for real-time visibility.
Software Distribution Management
Efficiency in having your applications electronically delivered to the Endpoints with policy-based distribution rules customised to the distribution targets.
Patch Management
Increase the resiliency of your ICT environment with automatic security patch requirements assessment and timely deployment.
Software Usage Management
Monitor software usage with pattern trends reporting for licence cost optimisation and contractual compliance.
Real-Time Endpoint Security Anti-Virus Management
Streamline and improve manageability of third-party anti-Virus and anti-Spyware installations with using a single console infrastructure. Apply closed-loop verification of updates on all Endpoints.
Anti-Malware Engine
Transform to an integrated proactive defense against malicious virus, worms and spyware attacks using industry leading anti-Malware engine with real-time visibility and control.
Personal Firewall
Enhance personal protection with differentiated access policies based on Endpoint’s security posture that is location-aware. Policies remain in force regardless of network connectivity for continuous protection.
Endpoint Access Control
Assurance that only Endpoints conforming to the corporate access policies are allowed connection with an always-on self-assessment and enforcement infrastructure.
Device and Content Encryption
Complete your protection with full disk device encryption together with files and folders content encryption for your data at-rest and in-motion, using a comprehensive and auditable encryption protection technology.
Enterprise Configuration Management
Security Compliance Management
Achieve compliance with a comprehensive set of technical controls and best
practices for detecting and enforcing organisational policies on your ICT environment.
Vulnerability Management
Proactive real-time assessment and remediation of the ICT environment for possible security vulnerability or configuration issues even before they become problems.
Power Management
Support the Go-Green movement with real-time monitoring and reporting of power consumption and the enforcement of power-off policies in your ICT environment.
Bare Metal Provisioning
Gain the ability of rapid provisioning with automated deployment and redeployment of OS and applications to bare metal machines.
Managed Endpoint
Software-as-a-Service (SaaS)
Designed to respond to a rapidly changing marketplace and a highly dispersed workforce, Software-as-a-Service (SaaS) model has emerged as new alternative to the traditional on-premise software and systems. The use of SaaS-based applications has grown dramatically in recent years and this rapid acceptance is fuelled by lower cost of ownership and reduction in technical resources to implement and support an application. In short, SaaS allows an organisation to get up to speed with a modest initial investment and yet enjoys the benefits of costlier installations.
Challenges
Traditionally, IT systems and applications take too much time and resources to deploy and maintain.
At the same time, employees are increasingly mobile and on-the-move. While they are still required to access the corporate network and to communicate with peers, their mobility will raise a new set of security challenges to the IT department, apart from network and asset management and tracking.
Our Solutions
Messaging & Collaboration (M&C)
Messaging & Collaboration (M&C) is a suite of messaging management solutions catered to Government, Enterprise and SMEs. M&C provides a wide range of on-demand services which include messaging, gateway, resilient and collaboration.
NCS – Google Service
In partnership with Google, NCS offers end-to-end consultancy, customisation, application setup, migration and integration for Google Apps Collaborations tools. Google helps enterprises harness the power of information through universal search, web-based messaging and collaboration, security and archiving solutions and mapping tools.
Application Setup and Provisioning Creation of Google user accounts.
Google Apps initial setup and configurations.
Integrations
Single Sign On integrations to LDAP/AD Existing application and infrastructure
integrations.
Migrations
Data migration from existing system to Google Apps.
Migration strategy to minimise impact and downtime.
Customization
Creations of custom applications for use with Google Apps Environment.
Consultation
Best Practices for transition to Google Apps, training and project management.
Managed Services
On-site / Off-site technical support.
Hosting Services, Call Centre support.
Google Search Appliance
Planning, Implementation and configuration of GSA.
On-site / Off-site technical support.
Unified Communications (UC)
Together with our partners, NCS brings Unified Communications technologies to businesses through Audio and Video Conferencing, Data Collaboration, Presence and contact information, instant messaging, VoIP, IPTV and Video-On-Demand streaming. UC provides a bridge between traditional communications and computing, thus streamlining your business processes and enhancing human communications, reducing latency, managing flows, and eliminating device and media dependencies which will facilitates on-the-go, always-available style of communication to improve business outcome,
Managed Messaging
Managed messaging service eliminates the hassle of installing, upgrading and supporting an in-house messaging system. Facility Management Leverage on NCS’ pool of messaging professionals to manage your day-to-day messaging operations like database management, backup and recovery of data, and systems management.
Solution Services Implement messaging
and collaboration solutions to enhance your company’s
communications, such as Microsoft Exchange, IBM Lotus Domino and the SunOne platform. Our diverse range of solutions includes remote access, integration with wireless mobile equipment such as PDAs, instant messaging, fax-to-email, email-to-fax, SMS and more.
Softwar
Contact Centre & Service Desk
Excellent Customer Service
With pressing demands and increasing expectations on service levels, many organisations are looking at integration and consolidation of various interaction tools to connect to their customers. Besides ensuring that the contact centres provide excellent customer service, enterprises are looking at ways to run the call centres more efficiently through use of new technologies and automation tools.Challenges
Efficient contact centres that also meet customer expectations is a challenge that many enterprises face. Making sure that every call is handled with a high service level and within the shortest time requires a balanced resource management of technology and skilled manpower. Very often, enterprises face great pressures in trying to exceed service expectations, while at the same time, controlling incremental operating expenses in running an efficient contact centre or service desk.
Escalating demands for excellent customer service
Ensuring availability to avoid excessive customer wait time
Nurturing and retaining skilled customer service associates
Optimising contact centre operations while lowering operating costs
Consolidation and integration of communication channels to customers
Contact Centre & Service Desk
Our Solutions
As your outsourcing partner, NCS offers a comprehensive, end-to-end suite of contact centre services – from the most basic call centre management, to Service Desk operations and complex call centre environment with blended and multimedia functionality.
NCS has been successfully providing high quality Service Desk services for organisations with complex and dynamic environments. NCS is the first to be certified in ISO20000 in Singapore. Our procedures, which leverage on the best practices on standards in ISO and Customer Operations Performance Centre (COPC) have enabled us to provide comprehensive and quality services to our customers.
NCS offers the following services:
Customer Relationship Management (CRM) Consulting Services
Contact Centre and Service Desk Outsourcing Services
Systems Integration and Implementation Services
CRM/Contact Centre System Integration and Implementation Services, including:
Front Office Application
Interaction Channels IP Telephony
Self-services Kiosk/Intelligent Voice Recognition System
Workforce Management System
Staff Performance/Quality Monitoring System Middleware Integration to Backend Systems
(Enterprise Application Integration)
Business Intelligence
Benefits
Reach customers – first-class customer service through prompt, professional call handling
Reduce costs – more efficient use of facilities to ensure better use of assets and greater cost control
Raise revenue – boost profitability by processing more calls with improved levels of service
Redeploy staff – improve staff productivity through the effective management of time and resources, making their jobs more rewarding
Report management – effective management of telephone operations due to concise, comprehensive data reporting
Contact Centr
e
Facilities Management On-site
Outsourcing infrastructure management makes sense when the service provider is a knowledgeable, widely experienced one. At NCS, facilities management (FM) has always been a strategic part of our overall business, as we have the right expertise to manage not just local sites but branch offices of MNCs as well. While customers can make use of the IT facilities offered by NCS to have their infrastructure outsourced and managed, NCS can also manage their IT facilities and operations sited within their premises. Through our unique processes, NCS is able to offer its experienced and skilled expertise at the customers’ facilities to ensure continuous and seamless IT services.
Challenges
Organisations continuously look for ways to further contain their operational budgets in running their IT facilities and operations, especially when there is downturn in the economy. Besides cost-cutting, organisations also face the problem of high staff turnover due to attrition or the high demands expected of IT personnel. Apart from staff loss, organisations also need to keep up with dynamic technological advancement, thus adding even more pressure to CIOs and senior IT managers to maintain, if not improve, IT service levels and to remain up to date with industry practices.
Facilities
NCS provides Facilities Management (FM) On-site services to organisations that require the IT service provider to manage and operate their IT facilities and operations. These services may include the following:
DC operations
Operating the organisation’s data centre (DC) by
providing the right expertise required for the IT platform round the clock.
Monitoring, administering and managing the servers and storage systems in the DC, leveraging on NCS’s Enterprise Management Centre located in NCS Hub.
Provision of secured VPN/Router connectivity solution for enterprises over the Internet.
Network Operations
Local Area Network
NCS will manage the LAN infrastructure and provide on-site support.
Wide Area Network
Beyond the LAN, on-site support to the WAN is also available. In both situations, the remote Network Operations Centre (NOC) at NCS Hub can assist to strengthen the operational capability in being proactively alerted to network devices which are malfunctioning, require
re-configuration or under external attacks.
Desktop Operations and IT Support On-site support of the organisation’s
desktops which may span several locations. Support includes deployment of new desktops, patch management and asset management services.
Staff turnover and the inability to retain technical expertise have made many organisations relook at their core competence and to turn to specialist IT service providers for assistance in noncore areas, so that they can focus on the most important issues confronting them. In turning to these service providers, they hope to focus on their organisations’ vital assets and lay out governance policies to ensure service providers offer them the solutions they want. In short, they look for expertise to manage and transform their operational requirements to higher efficiency level.
In allowing the service providers to be in their premises, organisations will have to adopt a partnership approach where clear roles and responsibilities will have to be established and an on-going review of the service performance are put in place.
Our Solutions
Through its proven transition methodology, FM On-site, NCS will provide a thorough process of understanding a customer’s existing operational requirements, incorporating new services and meeting the service level agreement established. The end-result is a smooth handover of the services from the customer to NCS, with clearly documented services scope to ensure continuity and service quality.
Benefits
Customised solution based on user’s requirements with clear deliverables
Use of NCS IT Service Management practices to ensure establishment of consistent processes which are compliant with industry best practices such as ITIL
Availability of skilled and experienced IT expertise from a reputable service provider who has more than 1500 staff deployed at various organisations through FM On-site service
Accountability and management of end-to-end service level commitment. The service delivery approach proposed by NCS is geared towards an integrated solution encompassing different functional teams in delivering more efficiently end-to-end services to the customer
A member of the SingTel Group E: reachus@ncs.com.sg Website: www.ncs.com.sg
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