QUESTIONS
and ensure customer satisfaction. They’ll guarantee that systems are tuned and that we’re executing the engagement properly.
Q: COULD YOU EXPLAIN YOUR IMPLEMENTATION PROCESS?
A: Implementation is a critical stage—if you don’t implement properly, the relationship is in jeopardy, as well as the deliverables. Our implementation is a PMO-led activity, which ensures we’re on the right path in terms of milestones and resource sets. They run our implementations like projects, which is the key to success.
Q: DOES MY ORGANIZATION HAVE ACCESS TO ANY RESOURCES OR GUIDANCE AFTER IMPLEMENTATION?
A: Our service doesn’t end with implementation. Once we’ve effected the implementation—after we’ve gone through our characterization period where final adjustments are made—we begin the stabilization phase. In that phase, we establish ongoing controls to reduce call times or ticket avoidance or better reporting. Stabilization really has to do with the framework. It allows us to make adjustments on the fly and to bring back information to your organization that helps drive ongoing improvements.
Q: CAN YOU SHARE SOME FEEDBACK FROM CUSTOMERS WHO HAVE ENGAGED PC CONNECTION FOR THEIR LIFECYCLE SERVICES NEEDS? WHAT WERE THEIR BIGGEST MOTIVATORS IN SELECTING AN OUTSIDE PROVIDER?
A: Our customers say the biggest challenges they faced while managing their own IT lifecycles were securing access to talent, overcoming budgetary constraints, and optimizing infrastructure and running it effectively. There’s a great deal of specialization in the industry today—but quite often, both in-house and external providers have such a limited skill set, a limited stack that they have difficulty solving the bigger challenges.
PC Connection can solve those lifecycle challenges by helping you tune your infrastructure and run it effectively. Another key reason our customers choose to go with an external provider is stability. Managing projects and maintaining operational support within IT is a significant challenge for many organizations—especially with the rate of change that we see today. Working with an external service provider delivers greater stability and a deeper resource set that enables you to support your needs today and help prepare for tomorrow.
WINNINGstrategies SOLUTIONS AND SERVICES
MoreDirect Renews Multi-Year Service Desk Contract with Leading Pharmaceutical Company
Otsuka American Pharmaceutical Sales Team: Bill Kiley, Len Duckman, Carmen Vecchio
Services Team: Ken Pritchard, Rich Emil, Mark Gudanick, Tom Stuard
Type of Service: Service Desk Practice: Lifecycle
MoreDirect is proud to announce that a major global pharmaceutical company has renewed a 3-year service desk outsourcing solution with the Lifecycle Practice.
With the Lifecycle Practice, MoreDirect will be providing service desk support for the company’s users throughout North America. Services includes ITSM adoption, with considerable emphasis on process improvement with metrics on core key performance indicators including: first call resolution, operating level agreements with level 2 and level 3 corporate IT resolvers, and problem management SLA’s for the dozens of new applications released each year. These services will be managed by MoreDirect’s Lifecycle Services team located in their Itasca, IL operations center.
INTERNAL USE ONLY #8276 0515
53
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78 |
Page 79 |
Page 80 |
Page 81 |
Page 82 |
Page 83 |
Page 84 |
Page 85 |
Page 86 |
Page 87 |
Page 88