Transcript Global Support

Global Support
Models
HANNA TORNEUS - SKADDEN ARPS
VIVIEN GUO - SNR DENTON
MICHELE GOSSMEYER - SNR DENTON
Hanna Torneus - Skadden Arps
Global Projects
• Challenges
• End user integration
• Worldwide
collaboration
Hanna Torneus - Skadden Arps
Remote Assistance
HELP!
24/7
Global Helpdesk
Network Operations
Remote Control
Hanna Torneus - Skadden Arps
Service Level Agreement
importance
impact
urgency
SLA
Satisfaction
training
coordination
motivation
Hanna Torneus - Skadden Arps
Mobile Devices
Can I have a new
phone, please?
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Device selection
Security
Roaming
Cost control
Global rules – local variations
Hanna Torneus - Skadden Arps
About SNR Denton
• More than 60 offices worldwide, across
US, UK Europe Middle East, Russia and
CIS, Africa, and Asia Pacific
• Around 1,500 attorneys
• Mergers and Combinations
Dentons
(SNR Denton, FMC and Salans)
• Recent development in Asia
with offices in Beijing, Shanghai, Hong
Kong and Singapore
• Asia Experience
Infrastructure for a Global Firm
• Datacenters
US datacenters
UK datacenters
• Citrix platform
• Global WAN connection
• Establishment of new offices in Asia
• Challenges
ISPs
Support level
User expectations
Local and Regional Characteristics
• Languages 语言
Implications of Asia Languages on IS systems
• Time Difference
Support hours
System maintenance window
New user account activation
• Country specific limitations
Shipping equipment
Hardware specifications
Government regulations
• Local customs and global support standard
and procedures
.
Local Resources
• Small offices and limitations
No local onsite full time IS staff
• Global team support and utilize local resource
• Get to know local staff and develop relationship
• Utilize local third party contractors and consultant
• Manage local resources
ISPs
PDAs
Locally purchased equipment
Local vendors and contractors/consultants
Economic Downturn Impact on CS
Challenges
•Fewer staff
•Less travel
•Reduced training
Solutions
•Communication/cross-training
•Video
•Association materials w/group discussions
•Strengthen local support relationships
ILTA
Measuring User Satisfaction
• Full program with multiple approaches
Data privacy & security impact
User
awareness
Educate support to
understand impact
People
Processes
Technology
Two-way
communication
with Security
Questions???
Group Breakout
25 - 30 minutes > small group discussions
Choose a note-taker & someone to report back to the larger group
10 minutes > recap
Share summary discussion from your group