Enterprise Support - Service Strategies

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Mergers & Acquisitions Service organizational impacts
Mergers and Acquisitions – Trend continues Recent M&A activity in IT sector: • Oracle, Symantec, CA, IBM, and many more… Big fish swallowing the not so little fish • Disruption of service • Clash of cultures • Business systems • Service delivery processes • Support personal • Customer fear
Page 1 and 2: Perspectives on the Global Service
Page 3 and 4: Agenda • Global Challenges for Se
Page 5: Trends in Offshore Outsourcing What
Page 8 and 9: Offshore Outsourcing • Offshoring
Page 10 and 11: Offshore Outsourcing • India has
Page 12 and 13: Status of Offshore Outsourcing Succ
Page 16 and 17: Organizational Change - ongoing tre
Page 18 and 19: Enterprise Support Premium Support
Page 20 and 21: Market Background • Vendors are S
Page 22 and 23: Enterprise Support Model Relationsh
Page 24 and 25: “720 Degree View” SOWs, Arch Do
Page 26 and 27: Long-term Plan Unified Services & S
Page 28 and 29: Self Services eServices
Page 30 and 31: Superior Self-service is Now a Cruc
Page 32 and 33: Self-Service is a Key Part of Custo
Page 34 and 35: Phases of Self Service 1. One-way
Page 36 and 37: High Level eService Criteria Seven
Page 38 and 39: Recommendations • Use the service
Page 40 and 41: What’s the Program All About •
Page 42 and 43: Service Capability & Performance (S
Page 44 and 45: Globally Accepted Standard HALLIBUR

Enterprise Support - Service Strategies

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