Ongoing operational services
About the Service Offering
Our ongoing BPO offering, is governed by our detailed Operational Services contracts, and is tailored to the specific needs of our clients; there is no one size fits all. These contracts are typically delivered through our ongoing operations arm, Phoenix Operations, and are governed by adherence to business specific Service Level Commitments. The focus is to deliver on all activities that can be linked to an objectively measurable SLA…. development projects beyond minor enhancements, with timelines and budgets are excluded, and delivered by WebConsult, the consulting organization.
Scope
The scope of an ongoing operational services contract can be quite narrow, taking on the part the client wants to outsource, or it can be as broad as delivering all Operational services, leaving the business free to focus on sales and revenue. The toolsets used to deliver can also vary from customer to customer. Typical services include:
- Universal Tier 1 Helpdesk Services
- Tier 2 Hardware provisioning/Remote Laptop support services
- Tier 2 SaaSOps/Infrastructure support, local and cloud
- Tier 2 ERP Support
- Tier 2 CRM support
- Tier 2 Custom Line of Business Application Support
- Tier 2 FinOps/O2C
- Tier 3 Monitoring and Security
- Tier 3 DevOps Enhancement Service
- Tier 3 RCA and Problem Management
- Service Management and continuous improvement
SLAs based on business outcomes
For every service that is included in the scope, an objectively measured SLA is specified, with financial penalties for non compliance, which typically kick in after a three months burn in period post go-live. Typical SLA examples could be % uptime for systems, or Mean Time to Fix for application issues, or % of issues fixed on first touch by the Helpdesk.
Typically the contracts would also include quarter on quarter SLA improvement targets, and ticket number reduction targets, as the service should continuously improve and all businesses ideally want no tickets.
Every year, there will be a cost reduction target as well, reducing the ongoing monthly service charge.
The monthly service charge will not be dependent on ticket count, but on SLA compliance. If we hit the SLA targets the cost will be predictable, if we occasionally miss, the cost will be reduced thanks to the financial penalties. This renders predictability and budgeting easier for our customers. Obviously we are betting we hardly ever miss.
Accountability
Regardless of a heterogenous support landscape, we must deliver the end to end results to the business or suffer the SLA penalties.
One of our differentiators is that we believe in intelligent automation. We do not have armies of cheap guys; we have well piad competent professionals who use automation to deliver the repetitive grunt work and focus on root causes, solving the underlying problems so they don’t recur again.