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Euroscript (3)

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by

Prezi University

on 1 December 2015

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Transcript of Euroscript (3)

In house
Training required
Limited to office hours
Unclear seperation/scope
Employees leave the company
Additional costs third party
Via external consultants

Expensive
No backup in case of holidays/illness
Replaced by other consultants
Only in office hours
Unclear separation/scope
No relation with the implementation



Support challenges for Documentum
No system monitoring
Inexperienced
support

ECM support does not evolve
Outsourcing

Expensive and inflexible
Seen as black-box
Part of infrastructure support
Inexperienced Documentum
Real experts never available
Inflexible software environment


Costless

No insight in support
Software support domains

Functional
management

Technical
infrastructure
management

Application
management



Business aspects
User/organizational perspective
System owner and functional managers

Provision of information

Technical aspects
Operational perspective
Computer/communications center

ICT: Information and Communication Technology

Improvement aspects (performance, stability)
Information perspective
Systems development

IS: Information Systems/applications
Business application(s)

ECM platform

Operating System and Infrastructure

euroscripT DELIVERY MODEL
Automated or
manual monitoring
Ticket system
Customer
Service Portal
Dashboard
First line
support staff
Customer
support team
Specialists
Partners
Systems & Tools
Staffing
Foundations
ITIL based and ISO certified

Documentum certified and experienced support staff

Clear, predictable
support processes

Continuity / Availability
of Support
70%
of your issues are resolved at first support contact

Clear insight
and
transparency
in your service requests


Support Service
Monthly reporting
Trend Analyses
Monitoring
Online service portal
Customizable Service
Customer support teams
Support for non standard Documentum software
Requires only limited knowledge of Documentum at customer
Support via e-mail, telephone and online
09.00h – 17.00h service window
Reactive maintenance: 8 hours
Basic support


8:00 – 18:00 uur service window
Monitoring 24/7 or manually
Agent Documentum - and
third party software


Extended support
Premium support
1 day per month onsite support
Onsite support with priority 1 issues
Customized service levels
Support Services
Bart Willems
euroscript Internation
Steijgerweg 8 | NL-5616 HS Eindhoven

Postal address:
Postbus 7187 | NL-5606 JD Eindhoven

www.euroscript.com

bart.willems@euroscriptdelt.nl
06 102 68 852
1999
2015
1st, 2nd & 3rd line support
24/7 monitoring
Agents Documentum -
and third party software
Pro active actions
Flexible hour bundle
Flexible contract duration
Remote & on-site work
WHY EUROSCRIPT?
Custom service levels & hours
“The support architecture fits the needs of our organization”

“Surprisingly flexible composition of support elements to fit the demand”

“Very transparent with actual real-time monitoring”

“The support expertise is a great extension”

“A very solid service with a pro active approach”

added value of euroscript Support Services

Business continuity risks

Performance issues

Unclear roles and responsibilities

No insight in support

Out-dated knowledge

Money loss

Assure business continuity

Performant system

Clear roles and responsibilities

Insight in support

Up to date knowledge

Saving money






references

CUSTOMER
QUOTES
Relationship management between Customer and Service Support Manager

Business continuity risks

Performance issues

Unclear roles and responsibilities

No insight in support

Out-dated knowledge

Money loss

Best of breed Certified Service Management application

ITIL based and ISO certified

Documentum certified and experienced support staff
New releases and Service Packs for standard Documentum software

Bug-fixing on standard Documentum software

Yearly Software Maintenance
Full transcript