EADS ecoWAN
Service concept
EADS
French Calls +800 3237 4685
sd-switzerland-incident@t-systems.com
Service Desk
Helpvetia
Genf
Calls (excluded French calls) +800 3237 4685
French Calls +49 89 57922 9466
bs-tco-cso-sic-munich@t-systems.com
cSMC Frankfurt
Outside Business
Hours
SMC Munich
Business Hours
WAN
IPLS OPS
Frankfurt
Third Parties
EADS ecoWAN
Service concept
 Service Executive
Mr. Reiner Illa
 Phone:
 Mobile:
 e-mail:
+49 89 57922 – 5404
+49 171 564 85 20
reiner.illa@t-systems.com
 International Sales Executive
Mr. Gerhard Mayer
 Phone:
+49 89 1011 – 6625
 Mobile:
+49 160 822 80 67
 e-mail:
gerhard.mayer@t-systems.com
EADS ecoWAN
Service Concept
 Implementation of Service Support Processes
Focusing on ITIL best practice
 Service Support Management is single point of contact
for daily operating issues
 Service Customer Management is single point of contact
for delivery issues, customers information and escalation
 Coordination with EADS on going
Final agreement planned in SMG meeting on January, 18th
EADS ecoWAN
Service Concept
 FullSMC operating since November, 2nd
 Advantages
 Dedicated Contact for EADS
 Reducing time by reducing involved operating units
 Direct access to first level technicial support
 Isolation of failure improved due to an improved monitoring
concept
 End to end responsibility for incidents in one hand
EADS ecoWAN
Service Concept
 Change request process introduced in SMG Meeting on October,
13th
 Advantages
 Clearly defined process
 Improvement of quality
ensured service level
corresponding advisories
 Currently 6 standard request forms agreed
 Form for non-standard requests proposed to EADS (R. Wessel)
Final agreement planned in SMG meeting on January, 18th
 Contact for changes
eads-team@t-systems.com