establishing 24x7 global application support operations
DESCRIPTION
Strategy for establishing a global 24x7 application support service.TRANSCRIPT
Support Global
24x7Service Excellence
Establishing 24x7 Global Support OperationsAuthor – Jason Noble ([email protected])
Introduction
Establishing global 24x7 client & application support
1. Benefits2. Costs3. Challenges4. Solutions
Benefits
Global services – anytime, anywhere, anyhow philosophy
Service consistency & reliability
Service excellence & innovation
Market leadership
Costs
Resourcing – support, escalation, resolution & ownership
Service requirements & expectations
Technology changes & enhancements
Increased customer retention & efficiency gains
Challenges
Changing market
Consumer experience driven – high expectations
Increasingly demanding customers (for lower prices)
Operational & cultural changes
Global economic situation
Solutions
Follow-the-sun support
First contact resolution
Service experts
Centres of excellence
Cloud platform for service management
Digitally enabled service delivery
How
1. Board level sponsorship
2. Global stakeholder engagement
3. Service reviews
4. Global roll-out plan
5. Innovation
6. Cultural changes
Culture
1. Customer first
2. Collaboration
3. Proactive solutions
4. Continuous learning
5. Creativity
Expectations
1. Service improvements
2. Agile organisation
3. New market leading technology services
4. Cost savings
Questions?