FIELD IT OPERATIONS SERVICES PORTFOLIO OF SERVICES
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F<strong>IT</strong>OS<br />
Portfolio of Services
<strong>FIELD</strong> <strong>IT</strong> <strong>OPERATIONS</strong> <strong>SERVICES</strong><br />
CATALOG <strong>OF</strong> <strong>SERVICES</strong><br />
<strong>FIELD</strong> <strong>IT</strong> <strong>OPERATIONS</strong> <strong>SERVICES</strong><br />
Message to Our Customers<br />
Icon/Acronym Review<br />
<strong>FIELD</strong> <strong>IT</strong> <strong>OPERATIONS</strong> <strong>SERVICES</strong> – OPERATIONAL VIEW<br />
<br />
Pillars of the Team<br />
Network Operations Center (NOC)<br />
Quality Assurance and Reporting (QAR)<br />
NETWORK <strong>OPERATIONS</strong> CENTER <strong>SERVICES</strong> <strong>PORTFOLIO</strong> – NETWORK ADMINISTRATION<br />
Remedy Ticket Administration<br />
Remote Printer Installation<br />
Remote PC Set Up<br />
Offsite Issue Resolution<br />
Software Install<br />
Network Outage<br />
Device Connectivity<br />
Server/Network Performance Monitoring and Response<br />
Remote Hardware Installation<br />
Network/Site Launching<br />
NETWORK <strong>OPERATIONS</strong> CENTER <strong>SERVICES</strong> <strong>PORTFOLIO</strong> – DATABASE <strong>SERVICES</strong><br />
Database Creation and Maintenance<br />
Database Reporting<br />
Data Analysis<br />
F<strong>IT</strong>OS Catalog of Services V1 04262017
NETWORK <strong>OPERATIONS</strong> CENTER <strong>SERVICES</strong> <strong>PORTFOLIO</strong> – CUSTOMER SUPPORT <strong>SERVICES</strong><br />
Process and Procedure Documentation<br />
Troubleshooting Documentation<br />
<strong>IT</strong> Field Technician Support<br />
Clinical Staff Remote Support<br />
QUAL<strong>IT</strong>Y ASSURANCE AND REPORTING <strong>SERVICES</strong> <strong>PORTFOLIO</strong> – DATA ANALYSIS &<br />
REPORTING<br />
Data Analysis and Trending<br />
Customized Reporting<br />
Project Tracking<br />
Reporting Automation<br />
QUAL<strong>IT</strong>Y ASSURANCE AND REPORTING <strong>SERVICES</strong> <strong>PORTFOLIO</strong> – QUAL<strong>IT</strong>Y ASSURANCE<br />
Technical Support Analysis and Quality Assurance<br />
Documentation of QA Escalations<br />
QA Reporting<br />
QUAL<strong>IT</strong>Y ASSURANCE AND REPORTING <strong>SERVICES</strong> <strong>PORTFOLIO</strong> – PROJECT MANAGEMENT<br />
Project Planning<br />
Vendor Coordination<br />
F<strong>IT</strong>OS Catalog of Services V1 04262017
MESSAGE TO OUR CUSTOMERS<br />
Dear Manager,<br />
Your time is valuable, so thank you in advance for taking the time to review our catalog of<br />
services.<br />
The services offered in this catalog have been designed to assist your team(s) in their dayto‐day<br />
needs and are intended to assist you in handling your <strong>IT</strong> responsibilities.<br />
In an effort to provide assistance in navigating this catalog to find services that meet your<br />
needs we have organized the catalog into the following chapters:<br />
Network Administration<br />
Database Services<br />
Customer Support Services<br />
Data Analysis & Reporting<br />
Quality Assurance<br />
Process Analysis<br />
Project Management<br />
In the catalog you will see icons that communicate how the services featured can help in three<br />
key areas:<br />
Reducing <strong>IT</strong> Costs<br />
Improving Productivity<br />
Optimizing <strong>IT</strong> Infrastructure<br />
Sincerely,<br />
Daryl<br />
Daryl Robbins<br />
<strong>IT</strong> Manager, FSS – Field Systems Support<br />
F<strong>IT</strong>OS Catalog of Services V1 04262017
<strong>FIELD</strong> <strong>IT</strong> <strong>OPERATIONS</strong> SUPPORT CATALOG <strong>OF</strong> <strong>SERVICES</strong> ICON REVIEW<br />
Use these icons to identify the key business benefits that each service is designed to deliver:<br />
$‐$<br />
Cost Reduction Optimize Infrastructure Increase Productivity<br />
Cost Reduction – Services with this icon offer the support to identify cost savings while<br />
addressing your current business objectives.<br />
Optimize Infrastructure – Services with this icon can help build high performance and<br />
operationally efficient infrastructure.<br />
Increase Productivity – Services with this icon can help you position your team(s) to drive<br />
efficiency and productivity.<br />
<strong>FIELD</strong> <strong>IT</strong> <strong>OPERATIONS</strong> SUPPORT CATALOG <strong>OF</strong> <strong>SERVICES</strong> ACRONYM REVIEW<br />
Following are acronyms commonly used throughout this catalog of services:<br />
F<strong>IT</strong>OS Field <strong>IT</strong> Operations Services<br />
NOC Network Operations Center<br />
QA Quality Assurance<br />
QAR Quality Assurance and Reporting<br />
DB Database<br />
FSS Field Systems Support<br />
F<strong>IT</strong>OS Catalog of Services V1 04262017
<strong>FIELD</strong> <strong>IT</strong> <strong>OPERATIONS</strong><br />
SUPPORT PILLARS <strong>OF</strong> ASSISTANCE<br />
Alerting<br />
Proactive Assistance<br />
Clinic Advocacy<br />
Analysis<br />
Reporting<br />
F<strong>IT</strong>OS Catalog of Services V1 04262017
<strong>FIELD</strong> <strong>IT</strong> <strong>OPERATIONS</strong> SUPPORT OPERATIONAL VIEW<br />
Kevin Braun<br />
Sr Field <strong>IT</strong> Tech<br />
NOC<br />
Keith Eastin<br />
Field <strong>IT</strong> Operations Tech<br />
Michael Jeans<br />
Field Systems Operations Tech<br />
Daryl Robbins<br />
<strong>IT</strong> Manager<br />
Virgil Hoover<br />
Field <strong>IT</strong> Systems Texh<br />
Chris Jonson<br />
Field <strong>IT</strong> Project Coordinator<br />
QAR<br />
Debbie Nobel<br />
Assoc Field <strong>IT</strong> Project Manager<br />
Andrea Ryder<br />
Field <strong>IT</strong> Project Coordinator<br />
F<strong>IT</strong>OS Catalog of Services V1 04262017
NETWORK <strong>OPERATIONS</strong> CENTER <strong>SERVICES</strong> <strong>PORTFOLIO</strong> – NETWORK ADMINISTRATION<br />
Remedy Ticket Administration<br />
Our NOC Team administers all FSS Group<br />
tickets entered into Remedy on a daily<br />
basis and analyzes each ticket to<br />
determine the best route of resolution<br />
available. If a ticket can be resolved<br />
remotely, our team will reach out to<br />
resolve. If a ticket requires onsite<br />
presence to resolve, the ticket will be<br />
assigned to the appropriate queue for<br />
onsite resolution.<br />
Remote Printer Installation<br />
Our technicians receive a printer<br />
installation ticket through Remedy and<br />
contact the clinic/business office staff to<br />
collect information that allows them to<br />
enter the IP address of that printer into an<br />
online tool that will permit the tech to set<br />
up remotely.<br />
Ticket Re‐Route Administration<br />
Our NOC Team also administers the Ticket<br />
Re‐Route Assistance queue in Remedy<br />
which contains tickets for which the<br />
correct resolution queue could not be<br />
determined. Upon analysis of each ticket,<br />
it is then assigned to the correct queue for<br />
resolution.<br />
Remote PC Setup<br />
Our technicians receive a new or<br />
replacement PC installation ticket through<br />
Remedy and contact the clinic/business<br />
office staff to collect information that<br />
allows them to enter the IP address of that<br />
PC into an online tool that will permit the<br />
tech to set up remotely.<br />
F<strong>IT</strong>OS Catalog of Services V1 04262017
NETWORK <strong>OPERATIONS</strong> CENTER <strong>SERVICES</strong> <strong>PORTFOLIO</strong> – NETWORK ADMINISTRATION<br />
Offsite Issue Resolution<br />
Based on the details contained within a<br />
Remedy ticket, our NOC team determines<br />
which tickets can be resolved without<br />
requiring an FSS tech to be onsite. Once<br />
determined, we contact the clinic to work<br />
with the ticket submitter to resolve their<br />
issue.<br />
Device Connectivity<br />
Upon ticket analysis, the device is<br />
determined, it’s capacity in patient care<br />
confirmed, and ticket details are then<br />
forwarded to the appropriate group for<br />
resolution.<br />
Software Install<br />
Our NOC technicians explore all incoming<br />
Remedy tickets to determine which are<br />
software related and can be resolved<br />
remotely. Our techs then contact the<br />
ticket submitter for permission to<br />
remotely access their PC or Laptop to<br />
install the requested software and<br />
instruct the user on its use.<br />
Network Outage<br />
Reported network outages are recorded<br />
for clinical sites as well as business offices.<br />
Clinical site network outages are followed<br />
up, as necessary, per the remedy ticket<br />
created by Trextel.<br />
Server/Network Performance<br />
Monitoring and Response<br />
In cases of latency, DSR is notified to<br />
identify, confirm, and resolve with follow<br />
up by our team within 24 hours.<br />
Remote Hardware Installation<br />
Hardware is remotely installed through<br />
contact with the facility. These are then<br />
documented and added to Solarwinds,<br />
Nagios, or both.<br />
F<strong>IT</strong>OS Catalog of Services V1 04262017
NETWORK <strong>OPERATIONS</strong> CENTER <strong>SERVICES</strong> <strong>PORTFOLIO</strong> – DATABASE <strong>SERVICES</strong><br />
Network/Site Launching<br />
Site documentation is reviewed and<br />
added to Solarwinds, Nagios, or both, as<br />
required.<br />
Database Creation and Maintenance<br />
Determine prerequisites and identify any<br />
limitations and restrictions that apply to<br />
current database needs and deliver<br />
maintenance solutions to the customer<br />
that will allow for accuracy of ongoing<br />
data collection.<br />
Database Reporting<br />
Interpreting data from multiple<br />
databases to identify current clinical<br />
needs, conditions, and solutions.<br />
Categorize machine types, ChairSide<br />
devices, clinical hours, and days of<br />
operation to provide <strong>IT</strong> Field Technicians<br />
with current, up to date information.<br />
Data Analysis<br />
Inspecting, interpreting, cleansing,<br />
transforming, and modeling of data<br />
collected from the field, multiple data<br />
sources, and current systems monitoring<br />
tools with the goal of discovering useful<br />
information, suggesting conclusions, and<br />
supporting decision making.<br />
F<strong>IT</strong>OS Catalog of Services V1 04262017
NETWORK <strong>OPERATIONS</strong> CENTER <strong>SERVICES</strong> <strong>PORTFOLIO</strong> – CUSTOMER SUPPORT <strong>SERVICES</strong><br />
Process and Procedure Documentation<br />
Processes and procedures are reviewed<br />
and evaluated for possible improvement<br />
to allow for increased productivity as<br />
well as documenting procedures and<br />
installation scripts to assist Field <strong>IT</strong><br />
Support personnel.<br />
<strong>IT</strong> Field Technician Support<br />
Support field technicians on a wide<br />
variety of devices: TMS/Patient Survey<br />
tablets; VIP escalations (physicians); UPS<br />
replacements; project support for<br />
tablets/cell.<br />
Troubleshooting Documentation<br />
Documentation is provided to Field <strong>IT</strong><br />
Support technicians as well as clinical<br />
staff to support common<br />
troubleshooting issues that should not<br />
require onsite intervention.<br />
Clinical Staff Remote Support<br />
NOC techs, upon review of current<br />
remedy tickets will reach out to available<br />
clinic staff to assist in the resolution of<br />
issues not requiring onsite support by<br />
Field Systems Support technicians.<br />
F<strong>IT</strong>OS Catalog of Services V1 04262017
QUAL<strong>IT</strong>Y ASSURANCE AND REPORTING <strong>SERVICES</strong> <strong>PORTFOLIO</strong> – DATA ANALYSIS &<br />
REPORTING<br />
Data Analysis and Trending<br />
Our team can provide data analysis and<br />
trending though the collection, analysis,<br />
interpretation, and presentation of data<br />
for decision making in the <strong>IT</strong> organization.<br />
We can then describe existing data and,<br />
using statistical analysis, predict future<br />
trends.<br />
Customized Reporting<br />
We provide business intelligence through<br />
standardized and customized<br />
dashboards, data visualization, and Ad<br />
Hoc reports available in multiple<br />
applications.<br />
Project Tracking<br />
Assistance in planning and tracking<br />
project timelines, deliverables, and follow<br />
up items. Visualization of goals and<br />
project status updates.<br />
Reporting Automation<br />
Combining multiple data sources,<br />
updating, and distributing to specific<br />
users at regular, specific intervals. Report<br />
automation ensures accuracy due to the<br />
elimination of manual intervention.<br />
F<strong>IT</strong>OS Catalog of Services V1 04262017
QUAL<strong>IT</strong>Y ASSURANCE AND REPORTING <strong>SERVICES</strong> <strong>PORTFOLIO</strong> – QUAL<strong>IT</strong>Y ASSURANCE &<br />
PROJECT MANAGEMENT<br />
Tech Support Analysis and Quality<br />
Assurance<br />
Analysis of our Field Systems Support<br />
Technicians resolution methods and<br />
customer service quality assessment.<br />
Project Planning<br />
Initial project planning including<br />
timelines, tracking processes,<br />
deliverableres, data collection, and<br />
manager updates.<br />
Documentation of QA Escalations<br />
Review and document remedy ticket<br />
escalations as determined through quality<br />
assurance call backs. Identified<br />
escalations are then forwarded to the<br />
correct <strong>IT</strong> Manager for resolution.<br />
Vendor Coordination<br />
Coordinating with project vendors to<br />
communicate locations, event timing,<br />
pricing, and invoicing based on project<br />
budgets.<br />
QA Reporting<br />
Reporting Quality Assurance data<br />
obtained though directed call campaigns<br />
to the <strong>IT</strong> Managers to identify roadblocks<br />
to excellent customer service.<br />
F<strong>IT</strong>OS Catalog of Services V1 04262017
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