services capabilities
Our Global Service Centres
Our GSCs are organisational
hubs situated at central locations
around the world. This is where
our service delivery and technical
support experts receive calls from
your business and work to resolve
tickets, requests and problems.
They follow the standard processes
and procedures defined by our
services framework (ITIL v3) and
use our Global Services Operating
Architecture (GSOA) toolsets,
consisting of our Remote Incident
Management platform, and our IT Service Management platform.
Our GSOA is truly global and
scalable: it supports more than 6,000
clients globally, over 6 million of their
assets and handles more than 1.5
million transactions daily.
Our GSCs are ISO-certified, highly
secure, managed environments
governed by detailed performance
metrics and measurements to ensure
strict adherence to the contractual
service level agreements we have
with you.
We’re globally
standardised, but
regionally relevant
to your business.
service capabilities | Our Global Service Centres
How the GSCs deliver services
Our GSCs provide non-technical request
resolution and resource management, as
well as first and second-level phone-based
and online technical support in a local
language (depending on GSC location). We can provide support in Cantonese,
Czech, Dutch, English, French, German,
Italian, Japanese, Malay, Mandarin,
Portuguese, Spanish and Thai. Incident
management is provided by a service desk
located within the GSC, while on-site
support is performed from a location that’s
close to your site.
When a problem or support need arises in your business, a technical expert receives
your call, diagnoses the problem – either
verbally, or by accessing your environment
remotely – and will often resolve the issue
there and then. The people we employ
in our GSCs aren’t simply data capturers
– they’re highly skilled and can assist you
immediately.
Our GSOA is truly global and scalable: it
supports more than 6,000 clients globally,
over 6 million of their assets and handles
more than 1.5 million transactions daily.
If resolution isn’t possible from the GSC,
technical experts will be assigned to
work on your ticket or request, and field
engineers are then dispatched to your
premises to solve your problem on-site.
We also offer a mobile monitoring
application so that you’re able to
remotely view all statistics relevant to the contracted services we deliver to your environment.
Depending on our contract with you and with third parties such as vendors, the GSC also manages the backing out of certain support and maintenance
elements to external service providers, if and where appropriate.
Global orchestration, local delivery
We’re globally standardised, but
regionally relevant to your business. Our GSCs are located in every region
around the globe, so you have access to
a rich complement of technology and
services experts who speak your language
and live in your time zone. We don’t use
a ‘follow-the-sun’ approach that’s typical
of other service providers. This global
spread also enables us to solve data
sovereignty issues effectively.
Global service architecture
Global Architecture
•
•
•
•
Regional Support Centres
• Local language
• L2 service desk
• Local RIM / data
(compliance)
• Client-specific
Global ITSM system
B2B gateway (SD integration)
Global Web portal
Multi-service / multitenanted
Dimension Data Direct
• Global e-commerce platform
• Selling products and services
• Supply chain management
Europe
Frankfurt
Americas
Boston & Chile
English
Portuguese
Spanish
English
German
French
Asia
Bangalore, Auckland
and Singapore
Dutch
Spanish
Italian
Czech
English
Chinese
Cantonese
Japanese
Africa
Johannesburg
English
Australia
Melbourne & Sydney
English
service capabilities | Our Global Service Centres
Central delivery organisations
We’re constantly improving and expanding
our service delivery organisation to support
our rapid time-to-market with new and
innovative services. This enables us to
offer you market-leading services that are
directly relevant to the latest technology
trends and developments around the
world. Our infrastructure, systems and
processes are robust enough to incorporate
such emerging technologies rapidly –
which provides a viable solution to your
challenge of making new technologies
work with legacy infrastructure.
An example of such improvements
and expansions is our Central
Delivery Organisations (CDOs), which
deliver specific services from a single
international hub. Our Managed Services
for Visual Communications, for example,
are delivered from the video network
operations centre in the UK, while our
telecom expense management and
cloud services are delivered from two
separate hubs in the US.
Our GSCs and field engineering
When on-site engineers are required to
resolve an incident, the GSC sends a field
engineer to site. If required, the field
engineer will collect a replacement part
from the closest logistics centre en route
to your premises. Our logistics centres are
strategically located to ensure access to
spares in support of the service levels we’ve
agreed with you.
As an example, we have close to 60
logistics centres in Europe alone. To
further build upon individuals’ formal
certifications, our technical teams are
grouped into technology-focused centres
of excellence (COEs) according to their level
of seniority and experience. This structure
ensures adequate support for more junior
engineers, as well as knowledge-sharing
between similarly focused individuals.
Hierarchical escalation of issues to more
experienced and skilled resources is also
simplified through these structures. Access
to, and use of, well-provisioned technical
laboratories provide the COE teams with
exposure to evolving technologies and
invaluable hands-on experience.
We’re constantly improving and
expanding our service delivery
organisation to support our rapid
time-to-market with new and
innovative services.
Global service architecture
Global Architecture
•
•
•
•
Client – ubiquitous
global access
• Infrastructure anywhere
Global ITSM system
B2B gateway (SD integration)
Global Web portal
Multi-service / multitenanted
• Portal from anywhere
Dimension Data Direct
• Service desk Integration
• Global e-commerce platform
• Selling products and services
• Supply chain management
MSVC CDO
• Central team
• Global teach
• Operating on ITSM
TEM CDO
TEM CDO
• Central team
• Global teach
• Central team
• Global teach
MSIS COE
• Central team, global reach
• Regional tools
• Fully integrated into GSOA
CS / DDMS-1412 / 11/13 © Copyright Dimension Data 2013
For further information visit: www.dimensiondata.com