Date post: | 10-Feb-2017 |
Category: |
Leadership & Management |
Upload: | pink-elephant-emea |
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Ag
en
da
• South Africa as a Destination
• Service Centre Offering
• Why Out of Hours Support
• Our Approach
• Customers
• Q&A
First World
Experience
Robust
Enabling
Environ
Significant
Cost
Savings
Deep
Domain
Skills
Skilled
Language /
Talent Pool• Attractive
investment
climate and govt
support
• Rapidly
improving
telecoms
• Socio-economic
stability
• Mature domestic market
• Large experienced IT pool
• Large English language pool
• Major foreign language presence
• Cultural affinity• Significant
savings versus
source market
• Narrowing cost
differential with
traditional low-
cost locations
• First world
infrastructure
• Superior quality
of life
• Time zone
similarities
• Ease of access
De
sti
na
tio
n S
ou
th A
fric
a
De-F
ac
to B
es
t P
rac
tic
e P
latf
orm
Operated to the Service Desk Institute’s
frameworks for exceptional customer
interaction
Allowing business to respond to
unpredictability throughout the software
development lifecycle
Built on globally recognised best practice
for IT Service Management
Le
ad
ing
Tech
no
log
yGartner and Forrester leading ITSM toolset,
easily configured for business and
workforce enablement.
With Bomgar, we are able to access and
support nearly any remote computer or
mobile device troubleshoot or train… all
with the highest levels of security.
Design multi-device, multi-channel
enterprise applications with your own data
model, complex business logic, process
flows and integrations using visual models
and directly deploy to your users with a
single click.
Automated Self Service Password
reset and Synchronisation
Wh
y O
ut
of
Ho
urs
Su
pp
ort
?• Risk of Outage
• Business impact
• Associated cost
• VIP Effect
• Specific User Community
• POS; Warehouses; Factories
• Education; Medical
• Time Dependent
All underpinned by a business requirement but
restricted by appetite for additional IT spend
Typical Approach Pink OOH
Dedicated Internal OOH resourceDedicated or Shared Resource for
lower volumes
Engineer on Call Initial Troubleshooting
Standby Allowance Generic Desktop Support
Callout Fees Specific Admin Tasks
1.5 / 2 x Rate Accurate Escalation
Per Skillset “Burstable” Capacity
Fixed Service Fee
Approach
Engage
Transition
Deploy
Report
Solution
Dedicated
Shared
Volume
Skillset
Technology
SLA
Reporting
Benchmark
Document
Training
Escalations
Contacts
Tech
Telephony
Re
ce
nt
Ca
se
Stu
dy
• Requirement
• 24*7 multi lingual technical Service Desk
• 10 000 calls per month
• Deployment
• Core & OOH dedicated team – 5 languages
• Identical team size
• Bomgar remote support
0
20
40
60
80
100
Backlog ASA ABN FTF
Pre
Post
Hundred
Minutes
%
%