Latisys Rolls Out ITIL-Based Unified Service Desk
ENGLEWOOD, CO, Dec 04, 2012 (MARKETWIRE via COMTEX) --
In response to expanding customer demand for increasingly complex,
hybrid IT infrastructure, Latisys, a leading national provider of
outsourced IT delivered on a high-density, high-security platform,
today announced the Latisys Unified Service Desk.
This new centralized approach is a critical underpin for Latisys'
suite of IT infrastructure solutions -- from colocation to the cloud
-- delivered over a high density enterprise
Infrastructure-as-a-Service (IaaS) platform that encompasses eight
data centers across the United States. After six months of production
benchmarking, Latisys' new Unified Service Desk is delivering a high
satisfaction overall customer experience due to greater efficiency,
quicker response times, greater scale and repeatability.
Based on ITIL best practices and processes, and featuring 24x7x365
fully redundant coverage, Latisys' Unified Service Desk takes a
resolution-driven approach to expedite triage and troubleshooting for
even the most complex technical issues. Designed to easily engage
resources across all Latisys disciplines, the Service Desk emphasizes
clear, consistent, proactive customer communication based on
committed times and follow-through. It features experienced single
points of contact that are integrated deeply into Latisys' business
and are empowered to take active ownership of incidents. These
technically trained and certified personnel own everything from start
to resolution and can escalate as needed.
Customers benefit from higher visibility into the support process and
more efficient, effective, faster time to resolution. After six
months of production, incident close rate at the first point of
contact is averaging 90%.
Intelishift Technologies, headquartered in Northern Virginia, uses
Latisys' Ashburn IaaS platform to provide a complete line of
outsourced IT management and telecommunications infrastructure
services to its clients. These include technology firms, Fortune 500
companies, nonprofits, and large government agencies. In addition to
leveraging Latisys' outsourced IaaS platform, Intelishift depends on
Latisys' trained customer care team to provide round-the-clock
support to resolve any issues and ensure optimal customer experience.
NOC Personnel Return to Core Competencies
Key to Latisys' success
has been a shift in responsibility from the Network Operations Center
(NOC) to the Unified Service Desk. This enables NOC technicians at
each site to focus solely on the needs of hosting customers. NOC
personnel were previously responsible for troubleshooting service
requests -- and today their focus is primarily on core data center
management: data center facility monitoring, security, remote hands
and on-site customer support. This shift is contributing to average
hold times under 15 seconds and service levels at 98%.
At the same time, trained service desk personnel have moved issue
resolution closer to the front lines of support -- taking all inbound
customer calls, quarterbacking ticket and incident management,
security authentication steps, directly managing issue response and
resolution and taking responsibility for SLA adherence -- all with a
goal of increasing first call closure rate while preventing any
recurrence. These trained personnel maintain key industry
certifications, accreditations and training programs such as Windows,
Linux, ITIL, VMware, network certifications and more.
In addition, Latisys' commitment to providing highly flexible IT
solutions tailored to customer needs mandates extremely disciplined
technical QA processes for quickly identifying potential
configuration issues, reducing failure rates and ensuring the
accuracy, quality and timeliness of all provisioned solutions.
"Most service providers typically take an escalation-driven approach
to customer service. They work off of checklists that, while
organized, are not efficient," said Carolyn Merritt, VP of Customer
Care. "Latisys' resolution-driven approach involves both trained
professionals empowered to analyze each situation -- asking the right
questions, conducting an early assessment, and quickly tasking the
team with the right expertise backing up our commitment to 'one call
does it all.' It also requires additional emphasis on customer
communication to ensure they are frequently updated and apprised of
status while also involved in troubleshooting steps as needed."
Earlier this year, Latisys announced that it is adding 72,000 square
feet of highly secure, high density, carrier grade IT infrastructure
space along with significant power upgrades. After opening DEN2 --
Latisys' newest state-of-the-art data center in Denver -- and DC5 --
a 22,000 square foot expansion in Ashburn, Latisys' total data center
platform exceeds 343,000 square feet across seven data centers in
four major markets.
Latisys is a leading national provider of colocation,
managed hosting, managed services, disaster recovery and private
cloud solutions to medium-sized businesses, enterprise customers and
government agencies. With a heritage of serving business customers
since 1994, and multiple high-density data centers across the United
States, Latisys offers a scalable outsourced IT infrastructure
platform that provides customers with what they need, when they need
it. As a client-centric company -- with state of the art data centers
in Ashburn, Virginia, Chicago, Denver and Irvine, California --
Latisys is quickly becoming the IaaS platform of choice for companies
that demand more from their IT infrastructure partner. All while
optimizing clients' return on investment. All while 'delivering
more_'. Call 1-866-956-9594, visit www.latisys.com or follow us on
Twitter at https://twitter.com/#!/Latisys for additional information.
Carter B. Cromley
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