An Introduction to Managed Services

Businesses today must be finely tuned to deliver a targeted range of offerings aligned with the mission and values of both their own business and that of their customers.

As businesses seek to further drive down costs and improve quality, they should ask themselves the question "…is supporting the infrastructure really core to our business?"

Basilica adds value to its clients’ business environments by facilitating IT Managed Service solutions, tailored to the specific needs of a client’s organisation. The value of the Managed Service is truly realised when a range of services is delivered through an agreed framework.

Basilica performs the administrative tasks associated with the delivery of integrated services - desktop procurement, configuration, asset management and installation - with end-to-end ownership, whilst providing a single point of contact, focused on improving impact and effectiveness.

Basilica’s ownership of service delivery within a client’s business enables their existing staff to focus on developing the business through the use of IT. The Managed Service framework is structured in such a way as to integrate with the client’s IT strategy and incorporates a Service Improvement Plan. This provides a mechanism for continually improving the infrastructure where direct cost savings can be demonstrated by ’return on investment’ and ’cost of ownership’ reports.

Proposed Business BenefitsWithin an always-competitive business environment, Basilica understands the need to tailor its service offerings to our client’s current and future requirements, so ensuring that key business benefits are the focus of any service design. Some of the business benefits produced for clients as a result of the service offering described within this document are:

Increased Productivity The integrated service will reduce the downtime of the PC-based user. A single point of ownership results in fewer technical and administrative errors, thereby resulting in higher system availability.

Knowledge TransferA close working relationship will enable Basilica’s knowledge and understanding of the clients IT strategy to grow. Subsequently, Basilica will be ideally placed to give technical and commercial input into future IT plans.

Pertinent Management Information Basilica will define exactly what elements of your IT delivery should be benchmarked against agreed Service Level Agreements (SLA). The key to maximising the benefits of IT into the business is choosing the right metrics to enhance the business perception of the IT department.

Managed Service FrameworkMuch of the success that Basilica has seen in the deployment of its Managed Service can be attributes to its modular design. The Service Framework Model provides the necessary flexibility and adaptability to accommodate changes as the business moves forward.

In essence, the modular design enables the amendment of the service delivery model in a controlled manner.

When business requirements change, the components of the framework can be independently adapted without impacting upon other areas of the framework. This will enable the service requirements to change in line with the evolution of the business direction.

The provision of a managed service framework will enable clients to:

• Improve the ability to centrally manage and support IT facilities
• Provide cost effective resource to support remote sites.
• Provide consistent quality service to the user population.

The qualitative output of the Managed Service team and the satisfied reaction of the business can measure the successful operation of a Managed Service contract.

Basilica proposes that the plan to implement a Managed Service be deemed as a project.

The following stages will be followed:

• Business Analysis
• Service Delivery Model defined
• Due Diligence
• Transition Management

These stages of the project will not be separate, but by their very nature must be intrinsically linked to one another making this a smooth implementation. This will provide both parties with the opportunity to prepare for the commencement of the contract.

Basilica has developed a modular approach to delivering integrated support services to their clients. Such an approach provides our clients with the flexibility to choose the right services to compliment their in-house expertise. In essence, the clients can “cherry-pick” a range of services, whilst the option always remains open to adapt the selected service options, as business needs change. The Service Framework Model provides the necessary flexibility and adaptability to accommodate changes as the business moves forward. In essence, the modular design enables the amendment of the service delivery model in a controlled manner.

When business requirements change, the components of the framework can be independently adapted without impacting on the existing framework. This will prove most beneficial in that business direction is continually evolving; hence the service requirements will change accordingly.

Product and Service PortfolioBasilica excels in the provision and management of developing a range of related services. These services are aligned to facilitate and support non-core business activities through a flexible and evolving framework.

To support this, Basilica is committed to achieving success in its partners’ accreditation programmes. This ensures that the extensive technical knowledge needed to meet the complex requirements of clients is available. Basilica is dedicated to providing the highest level of service through the comprehensive provision of specialist expertise.

It is the company’s responsibility to continue to invest in programmes that further develop these advanced technical skills, in order to embrace new technologies. Basilica has met strict qualification guidelines and is viewed by its strategic partners as displaying expert skills in the application and integration of their products. The aim is to exceed the level of specialist technical support that its partners expect and its customers demand.