Business Critical Services. Helping our customers manage their IT Risk

Business Critical Services Helping our customers manage their IT Risk Downtime is expensive We Know 2 Downtime is expensive We Know Your IT in...
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Business Critical Services Helping our customers manage their IT Risk

Downtime is expensive

We Know

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Downtime is expensive

We Know

Your IT infrastructure is getting more complex

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Downtime is expensive

We Know

Your IT infrastructure is getting more complex

Security is increasingly hard to manage

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Causes of IT Failures

Processes

People

Technology

Most failures have multiple causes

Causes are not usually industry-specific

Sources: IT Risk Mgmt Report, industry/academic research

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Successful IT Departments

Best Practices Implemented Globally

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Preparation is Worth Its Weight in Gold • Financial impact of operational disasters: A company that struggles to regain operations

A company that recovers quickly + 5%

Share Price

- 20%

25% difference in share price

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The Challenge

Every minute of downtime costs me thousands of dollars. I need a cost-effective support solution that understands my complicated infrastructure and can get me an engineer on the phone at any minute of the day.

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The Key to Effective Risk Management

Good support services are the key to an effective IT risk program.

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Symantec Business Critical Services

Business Critical Services is the answer to your problems…

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Introducing Business Critical Services

Advanced Access Priority Queuing to Advanced Line Engineering IT Risk Management 11

Introducing Business Critical Services

Advanced Access Priority Queuing to Advanced Line Engineering IT Risk Management

Remote Product Specialist Product−Family Specific Coverage IT Risk Management 12

Introducing Business Critical Services

Premier Datacenter Advanced Access Priority Queuing to Advanced Line Engineering IT Risk Management

Remote Product Specialist

Single Site coverage

Product−Family Specific Coverage IT Risk Management

IT Risk Management 13

Introducing Business Critical Services

Premier National Nationwide Coverage

Premier Datacenter Advanced Access Priority Queuing to Advanced Line Engineering IT Risk Management

Remote Product Specialist

Single Site coverage

Product−Family Specific Coverage IT Risk Management

IT Risk Management

IT Risk Management 14

Introducing Business Critical Services

Premier Global Worldwide Coverage

Premier National Nationwide Coverage

Premier Datacenter Advanced Access Priority Queuing to Advanced Line Engineering IT Risk Management

Remote Product Specialist

Single Site coverage

Product−Family Specific Coverage IT Risk Management

IT Risk Management

IT Risk Management

IT Risk Management 15

Jump to the front of the line and talk directly to advanced line engineers?

What if you could…

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Jump to the front of the line and talk directly to advanced line engineers? Get a senior support engineer onsite to resolve a critical issue?

What if you could…

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Jump to the front of the line and talk directly to advanced line engineers? Get a senior support engineer onsite to resolve a critical issue?

What if you could…

Talk immediately with a dedicated support person, familiar with your environment?

Jump to the front of the line and talk directly to advanced line engineers? Get a senior support engineer onsite to resolve a critical issue?

What if you could…

Talk immediately with a dedicated support person, familiar with your environment? Receive proactive help in identifying threats, trends, and issues before they ever happen?

Jump to the front of the line and talk directly to advanced line engineers? Get a senior support engineer onsite to resolve a critical issue?

What if you could…

Talk immediately with a dedicated support person, familiar with your environment? Receive proactive help in identifying threats, trends, and issues before they ever happen? Rely on a dedicated support person to monitor every Severity 1 or 2 case you log and make sure it’s progressing without your prompting? 20

Options to Protect Your IT Infrastructure

Personal

Proactive

IT Risk Management

Responsive

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BCS Delivers Customer Value Across Five Primary Dimensions Rapid and Effective Crisis Resolution

Resolve a customer issue when they cannot afford to be down, period BCS worked through the weekend to restore the transaction processing system for a financial services firm in time for trading Monday morning

Proactive Issue Prevention

Transformational Performance Improvement

Critical Process Involvement

Extreme Environment Support

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BCS Delivers Customer Value Across Five Primary Dimensions Rapid and Effective Crisis Resolution

Proactive Issue Prevention

Take steps to prevent outages before they happen BCS prevented major transportation company from rolling out faulty firmware on storage arrays globally

Transformational Performance Improvement

Critical Process Involvement

Extreme Environment Support

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BCS Delivers Customer Value Across Five Primary Dimensions Rapid and Effective Crisis Resolution

Proactive Issue Prevention

Transformational Performance Improvement

Critical Process Involvement

Work with customer over the long term to streamline operations and reduce IT risk Over a two year period, BCS reduced caseload for major telco by 80%, increased backup success rate from 90% to >99%, and saved customer $1.7M by helping them use tapes more efficiently

Extreme Environment Support

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BCS Delivers Customer Value Across Five Primary Dimensions Rapid and Effective Crisis Resolution

Proactive Issue Prevention

Transformational Performance Improvement

Critical Process Involvement

Become an integrated part of a customer team during execution of critical internal processes BCS helped major financial services firm establish disaster recovery plan to comply with government regulations and are on-site twice per year to participate in testing exercises

Extreme Environment Support

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BCS Delivers Customer Value Across Five Primary Dimensions Rapid and Effective Crisis Resolution

Proactive Issue Prevention

Transformational Performance Improvement

Critical Process Involvement

Extreme Environment Support

Partner with customers to push the performance limits of Symantec products BCS partnered with product development to help major media company further scale one of the largest NetBackup environments in the world 26

Advanced Access—Priority Queuing Responsive • Priority queuing • 24/7 Advanced Line Engineering access • Symantec’s highest service levels • Six named callers

Advanced Access Priority Queuing to Advanced Line Engineering IT Risk Management

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Remote Technical Services— Coverage For a Single Product Family Responsive

Personal

• Priority queuing

• Assigned product specialist during regional business hours

• 24/7 Advanced Line Engineering access • Symantec’s highest service levels • Six named callers

Advanced Access Priority Queuing to Advanced Line Engineering IT Risk Management

Remote Product Specialist Product−Family Specific Coverage

IT Risk Management

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BCS DataCenter Package—Critical Protection For a Single Site Responsive

Personal

Proactive

• Two onsite visits

• Remote Business Critical Account Manager

• 24/7 case management for Severity 1 cases • DeepSight™ threat management

• Unlimited named callers • Priority call queuing • 24/7 advanced line engineering access • Symantec’s highest service levels

Premier Datacenter Single Site coverage Advanced Access Priority Queuing to Advanced Line Engineering IT Risk Management

Remote Product Specialist Product−Family Specific Coverage

IT Risk Management

IT Risk Management

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BCS National Package—Coverage for All Sites Nationwide Responsive

Personal

Proactive

• • • • •

• Business Critical Account Team • Business Critical Account Manager • Business Critical Engineer

• • • • •

Six onsite visits Unlimited named callers Priority call queuing 24/7 advanced line engineering access Symantec’s highest service levels

Tailored support planning Quarterly account reviews Network link assessment Quarterly case history reporting DeepSight™ threat management

Premier National Nationwide Coverage Premier Datacenter Single Site coverage Advanced Access Priority Queuing to Advanced Line Engineering IT Risk Management

Remote Product Specialist Product−Family Specific Coverage

IT Risk Management

IT Risk Management

IT Risk Management

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BCS Global Package—Worldwide Coverage for Global Enterprises Responsive

Personal

Proactive

• • • • •

• Business Critical Account Team • Dedicated Global Business Critical Account Manager Business Critical • Engineer

• • • • • • •

Twenty onsite visits Unlimited named callers Priority call queuing 24/7 advanced line engineering access Symantec’s highest service levels

Disaster recovery testing support Software upgrade support Tailored support planning Quarterly account reviews Network link assessment Quarterly case history reporting DeepSight™ threat management

Premier Global Worldwide Coverage

Premier National Nationwide Coverage Premier Datacenter Single Site coverage Advanced Access Priority Queuing to Advanced Line Engineering IT Risk Management

Remote Product Specialist Product−Family Specific Coverage

IT Risk Management

IT Risk Management

IT Risk Management

IT Risk Management

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Business Critical Services

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A single point of contact

You get

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A single point of contact

Our most accelerated service levels

You get

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A single point of contact

Our most accelerated service levels

You get

Direct access to our product experts

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A single point of contact

Our most accelerated service levels

You get

Direct access to our product experts

Someone who understands your company’s IT environment

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A single point of contact

Our most accelerated service levels

You get

Direct access to our product experts

Someone who understands your company’s IT environment

World-class IT risk mitigation

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Responsive Personalized Proactive

The service you need from a team you can trust 38

For More Information

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Website: http://go.symantec.com/bcs

Email: [email protected]

Sales: Contact your Symantec sales representative or local partner

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Thank You!

Copyright © 2007 Symantec Corporation. All rights reserved. Symantec and the Symantec Logo are trademarks or registered trademarks of Symantec Corporation or its affiliates in the U.S. and other countries. Other names may be trademarks of their respective owners. This document is provided for informational purposes only and is not intended as advertising. All warranties relating to the information in this document, either express or implied, are disclaimed to the maximum extent allowed by law. The information in this document is subject to change without notice.