Services Portfolio
End to end service delivery from inception to realization. All support and integration activity is managed and owned by the Intellidesk Operations Centre (IOC).
Technologies
Best of Breed Unified Communications, LAN & WAN, Wireless, Security and Storage area networks managed and delivered by highly skilled and experienced technical experts.
Co-sourcing
ITEC Intelligent Services has been working with both enterprise and service provider clients for many years to provide outsourced support, management and maintenance services of data and voice infrastructure.
ITEC’s model encompasses a more co-sourcing approach to working with clients as opposed to the traditional outsourcing model.
The ITEC approach:
Qualification:
ITEC will identify with the client what areas of their infrastructure/business are not operating as effectively and successfully as the client would like. ITEC will then engage in a series of meetings with the client both operationally and technically to ascertain what the challenges are, what the requirements are and what skills shortages are currently in place. Once these areas have been identified in detail a requirement and discussion document is produced which forms the basis of the requirement from the client.
High Level solution design
After qualifying in detail what the client requires ITEC will produce a technical/operation solution design document outlining the areas of technology covered, the areas of improvement required and what Key performance Indicators (KPI’s) the solution will operate to. These will include such things as SLA, reporting, customer management etc. The required KPI’s will be determined during the qualification process. This document will then be submitted to the client for review and form the basis of the commercial proposition. This document will be reviewed in a meeting between both parties with amendments/additions being agreed during such meetings.
Commercial Proposal
Once the qualification and high level solution design documents have been produced with all KPI’s agreed and covered ITEC will then produce a commercial proposal, outlining all charges, both Capex and Opex (Capital Expenditure and Operating Expenditure). The commercial proposal will also encompass details relating to resourcing, hardware, SLA and penalties etc. The commercial proposal will be submitted to the client for review after a formal presentation is given to the client relating to the proposal. After the client has reviewed the commercial proposal and the negotiation period has been concluded the process will move to the next phase.
Project planning and timeline
ITEC project delivery team will be engaged at this stage and produce a project plan for all elements of the agreement from start to finish. This document will again form part of the KPI’s and the delivery schedule. This project GANT chart will be produced in co-ordination with the client which will form an Integral part of the project planning document. At this stage of the delivery the key ITEC personal will be identified and meetings with the client will take place to get the client’s agreement. The key ITEC staff will be as follows:
- Project Manager
- Contract Manager
- Key Technical account Manager
- Lead Onsite engineer
Operational process creation
ITEC being an ISO9001 (2000) business works all its contracts to operational process documentation, which is created in conjunction with the client to ensure the client’s needs are truly identified and met. This document will be produced to outline in detail the exact operational requirement, in terms of SLA per product, exact equipment schedule and site lists etc. It will also map against that ITEC operational commitment and the processes it will use to delivery against SLA and KPI’s. This document is very much seen as a working document and will form a key part of any and every review meeting relating to the contract. Any amendments or change in requirement will be noted and added to the document against the latest revision. ITEC will also keep all previous revisions for retrospective review if required. The Operational process document will include the following:
- Introduction
- Generic call handling standards – Inbound support calls
- Engineering work schedule
- Prioritisation – SLA/KPI
- Call distribution list
- Escalation path/procedure
Delivery success verses KPI’s
Service Delivery/Reporting and Management
After all processes and timescales have been agreed and delivered on and the contract moves into the Transition & delivery phase, ITEC will then be responsible for the reporting and delivery against contract. ITEC will produce monthly reports outlining its performance against SLA/KPI and proposes quarterly review meetings to discuss these reports as well as review the process document and amend/enhance accordingly with the client’s requirement. The report template will be amended to best demonstrate the delivery success verses KPI’s as per the contract.
The continual interaction and working with the client is paramount to the success of the contract as the ITEC objective is to be seen as an extension of the client’s business and not just a supplier to it.
The benefit to the client of this phased methodology is at each and every stage of the development the client has total visibility and input to documentation that form the basis of the contract. This co-sourcing approach enables the client to maintain total control without the day to day headache of delivery.
