itsm service excellence glopore ims
TRANSCRIPT
| Boston | London | Bangalore |
IT Service Management Excellence
With
GLOPORE IMS
[Winner of Best Startup, Services2009 at StartupCity!]
Anushri Kumar
| Boston | London | Bangalore |
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GLOPORE IMS Introduction
We are a pure-play IT Service Management (ITSM) company,
incubated from Babson College, USA (No.1 in Entrepreneurship),
and NSRCEL-IIM Bangalore, India
100% growth YoY in the past 3 years!
Winner of Best Startup, Services, award at Startupcity 2009!
What we do best:
• Align IT strategy & Business Strategy with IT
operations
• Reduce TCO significantly (typical reductions ~40%!)
• Process Excellence: Implement and Follow Best Process
Frameworks like ITIL, ISO.
• Trusted advisor! Extension of your CIO office.
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Process: Global Standards and Best Practices in ITSMProcess: Global Standards and Best Practices in ITSM
Tools/Technology: Best-in-class Technology and Automation SolutionsTools/Technology: Best-in-class Technology and Automation Solutions
Result:
BusinessandIT
Integration
IT Service Manageme
nt Excellence. Delivered.
Result:
BusinessandIT
Integration
IT Service Manageme
nt Excellence. Delivered.
Infrastructure & Technology Solutions
Consulting & Training Services
Trainings and Workshops
ITSM Process Consulting Services
Information Security Consulting Services
Enterprise Certifications Consulting
Conferences and Seminars
People:
Global ITExperienc
eand
Expertise
People:
Global ITExperienc
eand
Expertise
Infrastructure Management ServicesInfrastructure Management Services
GREEN IT Solutions
IT Service Desk
Onsite/Remote Infrastructure ManagementEnd User Computing Services
Monitoring Services
Management Services
Vendor Coordination Services
IT Operations Optimization Services
Remote Technical Support Services
Plan: (Business & IT Strategy Integration), Design (Based on SOA), Deploy (Rollout to Operations) IT Infrastructure Solutions Enterprise Applications Solutions ITSM Automation Solutions
GLOPORE IMS ITSM Service Offerings
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Process: Global Standards and Best Practices in ITSMProcess: Global Standards and Best Practices in ITSM
ITSM Practice: Proven Implementation Methodologies and FrameworksITSM Practice: Proven Implementation Methodologies and Frameworks
GREEN IT Solutions
ReduceReuse
Recycle
Certification
Workshops
CorporateTrainings
ConsultingProcess
Re-engineering
Conferences &
Seminars
Assessments
Gap Analysis AlignmentEnterprise
Certification
GREEN IT: Economically Sensible, Socially Responsible
Process Automatio
n Consulting
Workshops
E-learning
Result:
Improvement in the
Triple Bottom Line!
Economic,Ecological,
Social benefits!
Result:
Improvement in the
Triple Bottom Line!
Economic,Ecological,
Social benefits!
People:
Global ITExperienc
eand
Expertise
People:
Global ITExperienc
eand
Expertise
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Process: Global Standards and Best Practices in ITSMProcess: Global Standards and Best Practices in ITSM
Tools/Technology: Best-in-class Technology and AutomationTools/Technology: Best-in-class Technology and Automation
Data Center
Storage
Database
IT Security
Messaging
Applications
Virtualization
EnterpriseIT Service Desk
End User Computing
Vendor Coordination
Fault Rectification
Change & ReleaseDeployment
ServiceRequests
Fulfillment
RemoteTechnicalSupport
Routine Patch& Backup
Administration
Analysis &Recommendation
Asset &ConfigurationMaintenance
Optimizationthough
Automation
Networks
IMS: We Monitor, Manage & Optimize IT Services
Events & LogsMonitoring
Result:
BusinessandIT
Integration
IT Service Manageme
nt Excellence. Delivered.
Result:
BusinessandIT
Integration
IT Service Manageme
nt Excellence. Delivered.
People:
Global ITExperienc
eand
Expertise
People:
Global ITExperienc
eand
Expertise
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Process: Global Standards and Best Practices in ITSMProcess: Global Standards and Best Practices in ITSM
ITSM Practice: Proven Implementation Methodologies and FrameworksITSM Practice: Proven Implementation Methodologies and Frameworks
ISO/IEC 20000
IT Governance / COBIT
Information Security
ISO/IEC 27001
Certification
Workshops
CorporateTrainings
ConsultingProcess
Re-engineering
Conferences &
Seminars
Assessments
Gap Analysis AlignmentEnterprise
Certification
ITIL ® / ITSM
CTS: Enable you to achieve ITSM Excellence.
ITSM Simulations
Process Automatio
n Consulting
Workshops
E-learning
Result:
BusinessandIT
Integration
IT Service Manageme
nt Excellence. Delivered.
Result:
BusinessandIT
Integration
IT Service Manageme
nt Excellence. Delivered.
People:
Global ITExperienc
eand
Expertise
People:
Global ITExperienc
eand
Expertise
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• IT Service Quality Metrics– SLA Based
• Response Time (From Call Registered to Call Resolution Start)• Resolution Time (From Call Registered to Call Closure)• Timely Technical/Hierarchy Escalations• L1 Resolution Rate• L2/L3 Escalation Rate
– End-user Based Feedback Survey• Incident Closure Satisfaction Survey• Quarterly End User Survey
– Continuous Improvement Based• Incidents Trend Analysis and Recommendations• Quarterly Increasing the Process Effectiveness and Efficiency
• Customer/End-User Complaint Handling System (CCHS)– Lead SDM Account Manager Management
• Reporting and Reviews– Weekly Reviews– Monthly SDM Meeting– Quarterly Account Manager/SDM Meeting– Annual SLR/SLA Review– Voice of the Customer with Management team
• IT Service Quality Metrics– SLA Based
• Response Time (From Call Registered to Call Resolution Start)• Resolution Time (From Call Registered to Call Closure)• Timely Technical/Hierarchy Escalations• L1 Resolution Rate• L2/L3 Escalation Rate
– End-user Based Feedback Survey• Incident Closure Satisfaction Survey• Quarterly End User Survey
– Continuous Improvement Based• Incidents Trend Analysis and Recommendations• Quarterly Increasing the Process Effectiveness and Efficiency
• Customer/End-User Complaint Handling System (CCHS)– Lead SDM Account Manager Management
• Reporting and Reviews– Weekly Reviews– Monthly SDM Meeting– Quarterly Account Manager/SDM Meeting– Annual SLR/SLA Review– Voice of the Customer with Management team
IT Service Quality Assurance
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Deliver quality services through better Business-IT alignment Business/IT Strategy IT Operations Service
Delivery
Ability to Focus on core business and strategic initiatives Change focus from fire-fighting to service delivery
Predict & Optimize cost, lower IT Service Management cost Reduce TCO of IT Service Management up to 40%
Achieve operational consistency across the organization
Meet demand for higher service levels and availability
Address the lack of internal IT Technical expertise and skilled resources Process and Operational excecellece
Increased productivity, customer retention & revenue growth
Deliver quality services through better Business-IT alignment Business/IT Strategy IT Operations Service
Delivery
Ability to Focus on core business and strategic initiatives Change focus from fire-fighting to service delivery
Predict & Optimize cost, lower IT Service Management cost Reduce TCO of IT Service Management up to 40%
Achieve operational consistency across the organization
Meet demand for higher service levels and availability
Address the lack of internal IT Technical expertise and skilled resources Process and Operational excecellece
Increased productivity, customer retention & revenue growth
Customer Benefits
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Voice Of Customer
“I’m very impressed with the “Mission Impossible” set up over here in the Bangalore studio! Thank you for helping
AQUENT become quite a success in India!”
Kimberly A. Schaefer Vice President, Offshore Studios
“I’m very impressed with the “Mission Impossible” set up over here in the Bangalore studio! Thank you for helping
AQUENT become quite a success in India!”
Kimberly A. Schaefer Vice President, Offshore Studios
“GLOPORE IMS has demonstrated excellent understanding of our business and an approach to our IT infrastructure
that would scale with our business growth in India. The IT service excellence delivered is impressive and
provides a great level of comfort not only to AQUENT but
also to its client base.”
Jayaraj G Director, India Operations
“GLOPORE IMS has demonstrated excellent understanding of our business and an approach to our IT infrastructure
that would scale with our business growth in India. The IT service excellence delivered is impressive and
provides a great level of comfort not only to AQUENT but
also to its client base.”
Jayaraj G Director, India Operations
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“GLOPORE IMS was very
accommodative in understanding our
need and flexible to our schedule. The
Consultant from GLOPORE IMS is very
knowledgeable in the area of his
deliverables.”
“The Workshop from GLOPORE IMS
was good in content and well
coordinated.
The Skills of the trainer was
excellent !”
“The Workshop was well paced with
comprehensive coverage of the topics
– through a very crisp and
clear presentation !”
More voices of the Customers…
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GLOPORE IMS is also member of
Fidelity UBS & more…
Our Customers – A Selective list
| Boston | London | Bangalore |
Integrate Business and IT Strategy with IT Operationsto ensure Quality IT Services are Delivered. Consistently.
Retain control over critical IT functions, don’t outsource them!
Discover GLOPORE IMS @ www.gloporeims.com
Thank You!Anushri Kumar
Email: [email protected]