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Marlabs Capabilities Overview IT Service Desk © 2016, Marlabs - Confidential [email protected] +1 (732) 694 100 www.marlabs.com
Marlabs Capabilities Overview IT Service Desk
© 2016, Marlabs - Confidential
[email protected] +1 (732) 694 100 www.marlabs.com
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• Founded in 1996
• 2100+ employees
• Consistent year-on-year revenue growth
• 100+ blue-chip clients across multiple verticals
• IP driven global consulting and software services
• Headquarters in Piscataway, NJ – USA
• Global delivery headquarters in Bangalore, India
• CMMI Level 5 and ISO/IEC 27001: 2013 certified
Marlabs Snapshot
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Global Locations
Strategic Partnerships Awards and Recognition Verticals Serviced
Overview
35%
22% 9%
23%
11%
Banking, Finance,Insurance
Media &Education
Transportation &Logistics
Healthcare & LifeSciences
Retail & Others
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Global presence to drive speed and value
Key locations
Marlabs Corporate HQ: One Corporate Place South, Piscataway NJ
• Global Data Center
• Network Operations Center
• Sales, Acct. Management & Operations Support
• Onshore Development Center
Marlabs North American Training Facility Broadhead Road, Bethlehem, PA
• Global Training Facility
• Multi-Discipline Center of Excellence
• Onshore Development Center
• DR Data Center
Global Development Center BWTC, Bangalore, India
• Global Development Center
• Multi Discipline Center of Excellence
• Asia-Pacific Data Center
• Network Operations Center
Global Development & Training Center Udayaravi Road, Mysore, India
• Global IV&V Center and CoE
• Asia-Pacific Training Facility
• Global Development Center
Global Development Center & CoE Infopark, Kochi, India
• Global Development Center
• Centers of Excellence
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Partners in our success
Customers
Media & Education Banking, Financial Services,
Insurance Healthcare & Life Sciences
Logistics & Hospitality Retail & others
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Full spectrum of solutions and services
Service Offerings
Application Development and Maintenance | Information Security | IT Infrastructure Services | Testing | Packaged Implementation & Support | Product Engineering
Cloud | Mobility | DAM | DW-BI & Analytics| Microsoft |Java | Open Source | ERP | Salesforce | IoT
Services
Industry Verticals
Technology Solutions
BFSI Education Transport Healthcare
Energy Retail Media Government
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The expertise driving our solutions and services
Centers of Excellence
• Improve legacy and proprietary Integration with current solutions/software
• Positive impact on usability and architecture decisions among project teams
• Increase overall user adoption
• Implement the best practices for the development of solutions
• Promote cross-platform flexibility
• Rapid scale up for project requirements
Marlabs Centers of Excellence (CoE)
Primary objectives
Industrialized assets and methods
Innovation Architecture based on cost/benefit analysis
Skills and Resources Alliance ecosystem
Microsoft Java/ Open
Source
Digital Asset Management
(DAM)
Testing DW/BI & Analytics
Mobile
Infrastructure, Security & Cloud
UI/UX ERP/ CRM
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Client Project Stakeholders
Customer Centric Blended Model
Client Engagement
Client Executive Sponsor
Client Program Manager
Client Project Manager
Client SME’s
IT & Infrastructure
Marlabs Executive Sponsor
Marlabs Account Manager
Business Analyst/ Lead Developer
Technical Architect
IT & Infrastructure
Programmer/ Analysts
Quality Assurance
IT & Infrastructure
Client Team Marlabs On-Site/Off-Site Team Marlabs Off-Shore Team
• Strong Transition Mgmt.
• Peer to Peer Communication
• Defined Escalation Process Steering
• Business Alignment
• Work Prioritization
• Metrics Monitoring
Project Management
Requirements/ Deliverables
Task Monitoring & Control
Project Status
Issue Management
Work Packages
Technical Specs
Project Lead / Manager
Project Lead / Manager
Center Of Excellence - Objectives
IT Service Desk
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Handling 16,500+ incidents per month
Servicing 25,000 users spread across 35 countries
Customer Satisfaction Index at 9.5 out of 10
200+ PoPs with Unified Local number across the
globe
Real-time SLA , Service Assurance Dashboards
SSAE Type II Datacenter & Operations
Dedicated White Glove support for VIP customers
100% Calls Recording / Playback
Multi - Language Translation Services
Marlabs Experience
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Business Value
Marlabs
ITIL driven Service Management
Framework
24x7 Global Service Desk operations
Year over Year (YoY) Productivity increase
thru Continuous Service Improvements
Fixed Monthly Opex
Flexible Engagement models for reduced
TCO
Event Management for End to End Incident
Ownership
Flexible Commercial Models – Managed
Services, Professional Services, BOT & Outcome Based
Pricing
Extensive domain knowledge on best practices for data
security.
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IT Service Desk – Overview
Marlabs
Marlabs’ IT Service desk provides a unified approach to End User Support using Process driven delivery framework.
Our 24x7 Support team provides clients with a SPOC for their support requirements & interfaces with extended Support teams depending upon whether the next level of Support is provided by Marlabs IT team, Client IT team or 3rd Party provider.
Our Incident Management system provides Self Service Portal for Incident Management, Self Help and Reporting.
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• Phone, Email, Self Service tickets, Chat, Co-Browsing
• Customized ACD, Skill based routing, Message on-hold
Call Handling
• Resolve as documented in Known Error Databases
• Escalate to L2 / L3 (Internal , Client or 3rd Party Provider)
• Follow up with extended team for resolution and report Status back to the Customer
• Resolve the incident and report incident closure
Incident Management
• Trouble ticket management for Root Cause Analysis
• Providing Status updates to the customer on RCA
• Update Knowledge Repository with RCA findings
Problem Management
• Conduct Client Satisfaction Survey
Customer Satisfaction Survey
Marlabs IT Service Desk – Features
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• All changes are categorized based on change impact: Non-Disruptive, Degraded, Pre-approved changes, Disruptive, Expedite change procedure, Emergency change procedure
Change Management
• Maintain Known Error Databases (KEDBs)
• Report KEDB Creation and KEDB Usage
Knowledge Management
• Response SLA Adherence
• Resolution SLA Adherence
SLA Management
• Customer Level Reporting
• Volumetric trends
• SLA Performance trends
• Response SLA Adherence %
• Resolution SLA Adherence %
• Service Assurance trends
• KEDB Creation, Usage, FCRs
• Customer Satisfaction Trends
Metrics Collection and Reporting
Marlabs IT Service Desk – Features (Contd.)
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Support Process
Service Desk
USERS
Phone
Chat
Co-browse
Incident Management
system
Knowledge Base
One Console Service Dashboard
Service Delivery Service Management
Service Management
Engagement Governance
Quality Process CSAT
COE Continuous
Service Improvement
Service Desk (L0)
L1 Support L2 Support
L3 Support
Ticket
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Shift Timings – Follow The Sun Model
Support Process
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Incident Management Process
Infrastructure Services
Issues
Prioritization and Allocation
of Work
Call Closure Status update back to requestor through email or via ticketing system
Client Team will handle application related issues and will act as L3 for critical issues
Client Team
Marlabs team provides L2 Support (24x7)
Marlabs Team
Tickets
Marlabs L1 Support Team (24x7)
Tickets being raised to Support Team
Calls Database
Logging/Updating Resolution in Ticketing System
SLA reports
Alerts
Ticket Triaging and Fault Isolation
Delivery Assurance
• SLA based services • ITIL based service delivery
process • Metrics and Reporting • Service Improvement
initiatives.
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Typical Transition Phases and Timeliness
Transition Process
Engagement Kickoff
Due Diligence
Plan Baseline
Deliverables: Approved Transition Plan Draft Operations Plan
Knowledge Acquisition
Learn Demonstrate
Deliverables: Operations Document Updated Operations Plan
Deliverables: Finalized Operations Plan Metrics/Status Reports
Steady State
Operate Optimize
Shadow Support
Observe Demonstrate
Week 1 Week 2 - 4 Week 5 - 8 Week 9 onwards
Deliverables: Ongoing Engagement Governance/KPI Tracking
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Transition Matrix
Transition Process
Due Diligence and Planning Knowledge Acquisition Guided Support Steady State
Ke
y A
ctiv
itie
s
Key contact from Marlabs & Client are identified
Gather information & documentation on all servers and services in scope
Marlabs team will be allocated tasks by Client team
Handle tasks independently by Marlabs team based on ticket allocation
Finalize Roles & Responsibilities
Train on Client related processes
All issues /alerts will be classified by Client and assigned to Marlabs team
Provide monthly status report to Client on overall support
Finalize connectivity plan Access to tools & method of access
Fine tune resource plan if required
Understand the detailed scope
Validate the desired SLA with existing resources
Setup processes for capturing metrics & status reporting
Prepare Support Plan Review existing documentation
Validate the understanding gained by Marlabs team
De
liv
era
ble
s
Detailed Project Plan Knowledge Repository Re-designed process flows SLA Adherence, Status reports
Risk & Mitigation Plan SLA Detailed Escalation Plan Service Improvement initiatives
Cli
en
t Ta
sks Designated Personnel as the
key contact for the length of the engagement
Provide knowledge transistion to Marlabs team
Guide Marlabs team on issues
Review, Validate Transition Plan
Share documentation with Marlabs
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Indicative SLA & Status Reviews
Service Levels
Incident Priority
Priority Definition Response Target Resolution Objective
SLA Adherence (%)
Critical Emergency situation with severe business impact 15 minutes 4 hours 95
High Incidents that affect business and users but can continue with reduced functionality
30 minutes 6 hours 95
Medium Incidents that affect only few users performing standard business operations
1 hour 3 business days 95
Low Incident with low impact on the business and only affect specific users
2 hours 5 business days 95
Review Period Focus Areas
Daily Operations Review Major incidents, critical updates, status updates
Emergency change planned for next 24 hrs.
Weekly Review
Accomplishments review, Major issues / Highlights
Performance metrics - # of Incidents resolved, Response, Resolution SLA Adherence
Weekly call volume reports
Review of planned maintenance activities
Monthly Engagement Review
Monthly PMR Review
Major Activities & Accomplishments
Release Management
SWOT Analysis
Quarterly Review
SLA Adherence Review
Continuous Service Improvement Plan reviews
Overall Project Performance reviews
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Service Assurance
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Center Of Excellence - Objectives
Providing the performance data regarding IT service desk’s ability to meet SLAs
Gathering historical and real-time data on service performance
Preventing problems from recurring
Proactively identifying potential issues so they can be resolved before they impact users
Tracking and reporting metrics on an ongoing basis
Periodic Reviews
•Weekly reports
•Monthly reports
•Performance Management Report (PMR)
•SWOT Analysis
•Handling new deliveries
Marlabs Service Assurance Framework
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Dedicated Customer Service Account Manager
• Escalation Management
• SPOC for escalation
• Regular visit at client site
CSAT Review
•Publish CSAT score on a regular interval for client review
•Work on improving our support based on client feedback
Marlabs Service Assurance Framework
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Service Delivery Methodology
Infrastructure Services
Assess Build Manage Transform
Quality
Management
System
Client Centric
Predicted Outcome
Platform based Delivery
End to End
Management
ITIL Process & Practices
Dedicated Program
Management Flexible
Continuous Improvement
Service Delivery
Framework
Definition
Due Diligence
SLA Definition
Build / KT Plan
Infrastructure Setup
Integrate
Validate
Deploy
Steady State
operations
SLA Based Services
Metrics Driven
Process Maturity
Technology
Maturity
Incident Reduction
Service Automation
Delivery Excellence
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Support Team
Communication Team Operations Management Team
Quality Team
Service Assurance Call Scrubs
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Incident Reported Date
Ticket Source
Checked for previous problems
Engineer Name
Issue Description
Information captured
Correct Resolutions are provided
Follow ups are done properly
Appropriate Trouble Shooting is done
Appropriate Documentation is done
Appropriate Escalation process is followed
Appropriate Closure is done
Resolution Field is Updated Correctly
Analyst follows the KB correctly
Provide Feedback to Agent
Service Assurance Scrub Techniques
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Troubleshooting Skills
• The agent reiterates and understands the issue
• The agent open/ update the existing ticket/ creates a new ticket
• The agent speaks at the user’s technical level
• The agent attempts to determine the root cause of the problem & performed basic troubleshooting (Probing)
• Rephrasing the issue and Educate the user on the steps followed to resolve the issue
Ticket Logging
• Caller Fields: All required contact details are entered
• Ticket Coding: The correct categorization and prioritization was used
• Accurate and detailed description of the issue in the appropriate field
• Accurate and detailed documentation of troubleshooting in the appropriate field
• Accurate and detailed documentation of the resolution in the appropriate field
Resolution
• Proper resolution
• Understanding the priority of the request/issue
• KB Creation
Service Assurance Quality Checks/Audit
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Center Of Excellence - Objectives
• Clarity of Speech
• Professionalism & Tone
• Courtesy & Empathy
• Initiative and guiding the customer
• Meaning & Accent Recognition
• Active Listening & Paraphrasing
• Communication Style & Call Control
• Volume
• Speech Modulation
• Grammar & Phraseology
Communication
Service Assurance Call Quality Audit
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Continuous Service Improvements
Service Assurance
Establish Baselines
• Collect and Analyze operational data and processes
• Identity problems
• Categorize problems under areas: Technology, Process, Service.
Identify Solution
• Solution Definition
• Cost/ Benefit Analysis
• Functional services
• Identify immediate wins.
Transformation Methodology
• Create SIP Plan
• Obtain Sign-off from stake holders
• Schedule SIP Implementation.
Implement and Measure
• Execute Transformation
• Measure Progress
• Verify Metrics
• Sign-off SIP.
Access Identify Plan Implement
Incident Reduction Eliminate Repeat
Issues Improve Resolution
Times Process Automation
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OneConsole™ – Unified Service & Operations Management Platform
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OneConsole™
OneConsole™ is a unified service and operations management Platform providing single pane of glass for Enterprises to provision, monitor, Secure and govern IT services on-premise or in cloud.
NextGen Features enables seamless consumption of IT Services
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Marlabs Project Governance Model
Executive Committee
Client Management
Head – Account Management
Chief Delivery Officer
Service Management / Steering Committee
Client Technology Office Manager
Customer Account Manager
Delivery Manager
Operations Committee
Service Track Manager
Infrastructure Program Manager
Vendor Management Office
Support Groups
IMS Academy
Process Consulting
Quality
Client IT Team/ Service Owners
OpsMgr / Change Management
L1, L2, L3 Support
GSD Manager
Messaging End User Computing Application
s
Server Operations
IT Network
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Infrastructure
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World class, distributed infrastructure
Infrastructure Services
Global Command Center
PA Data Center
NJ Data Center
Bangalore Data Center
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Marlabs Service Desk Data Network
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Marlabs Voice Support Architecture Diagram
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Case Studies
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Leading Life Sciences company providing high technology services for scientific
research for pharmaceuticals , healthcare institutions and government
Increased Customer Satisfaction Index to 9.03% within 3 months
Scalable GSD operations aligned to company’s global footprint
24x7 Global Service desk support
Single point of contact for Global IT Support teams
Adopted process efficiency driven ITIL framework
Handling 13000 tickets and 2000 calls in a month supporting
9000 users across 35 countries
Client Profile
Business Driver
Scope of Services
Solution Highlights
Client Benefits
Service desk support for 9000 customers across 35
countries.
Application Support (L1, L1.5)
SAP End User Support (L2)
White Glove Support for VIP customers
Standardize Service desk and End user computing support
globally across various geographies
Scalable & Reliable support to support business operations
24x7 Service Desk Support for Life Sciences & Bio-Technology
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Largest independent airline catering , hospitality and logistics company providing
packaged food services , cabin services for the aviation industry
Single point of accountability as the service integration partner for
Oracle DBA and SAP application Support
Improved application availability
24X 7 Global Command Center support for DBA operations
Metrics driven service levels
L1 monitoring leveraging OEM
24x7 dedicated Oracle DBA team supporting 50+ databases
Oracle DBA support for 9i, 10g rac , 11g databases
Client Profile
Business Driver
Scope of Services
Solution Highlights
Client Benefits
24x7 L1 monitoring support for Oracle databases
Level 2 Oracle DBA support for on-premise and EC2
SAP application Support
Increase application availability
24x7 operations to cater 250 airlines in the globe
Scalable operations support to cater 9700 flights a day
24x7 Database Administration for Logistics Provider
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Standing apart in the marketplace
Value Proposition
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Delivery Excellence
Domain Expertise
• Flexible, transparent, and mature engagement models
• Seamless solution integration
• Certification compliance
• Robust Governance
• Strong focus on emerging technologies
• Centers of Excellence (CoEs) for technology proficiency
• Best in class technology and security infrastructure
Customer Centricity
Investment In Talent
• US based, IP driven organization with a digital technology focus
• Flexible engagement models with global talent
• Proven record of successful on-site, off-shore and blended engagements
• Customized solutions and services
• High competence levels in all technologies
• Home grown algorithm for matching resources with customer’s unique need
• Global training centers: Continuous quality improvement programs
• High retention rates
Higher Customer
Satisfaction
Excelling Employees
Project Certainty
Highest ROI and Value
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Contact Us
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USA New Jersey
Marlabs Inc. (Global Headquarters) One Corporate Place South, Floor 3, Piscataway NJ 08854 - 6116 Tel: +1 (732) 694 1000 Fax: +1 (732) 465 0100 Email: [email protected]
India Bangalore
Marlabs Software (P) Ltd. Bagmane World Technology Center, 14th Floor, Citrine Block - 4, Marathahalli Outer Ring Road, Mahadevapura, Bangalore – 560 048 Tel: +91 (80) 67229400/700 Email: [email protected]
Canada Marlabs Canada Incorporated 1235, Bay Street, Suite 400 Toronto Ontario M5R 3K4 Tel: +1 (416) 934 5005 Email: [email protected] Mysore
Marlabs Software (P) Ltd. # 462, A & B Block, Udayaravi Road, Kuvempunagar, Mysore - 570023 Tel: +91 (821) 4000200 Email: [email protected] Marlabs Software (P) Ltd. # 469, A & B Block, Udayaravi Road, Kuvempunagar, Mysore - 570023 Tel: +91 (821) 4191450 Email: [email protected]
Mexico Marlabs Technology Services Av. Patriotismo 229 Piso 8 Col. San Pedro de los Pinos Mexico, D. F. C. P. 03800 Tel: +1 (732) 694 1000 ext.6011 Email: [email protected] Kochi
Marlabs Software (P) Ltd. "Athulya", 2nd Floor, Infopark Kusumagiri P.O. Kakkanad Kochi - 682 030 Email: [email protected] Marlabs Software (P) Ltd. Trans Asian Corporate Park, XIV/396-C, Seaport Airport Road, Chittethukara, Kakkanad Kochi - 682 037 Ph: +91 (484) 6062885/886 Email: [email protected]
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THANK YOU
