global support models hanna torneus - skadden arps vivien guo - snr denton michele gossmeyer - snr...
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Global Support Global Support ModelsModelsHANNA TORNEUS - SKADDEN ARPSVIVIEN GUO - SNR DENTONMICHELE GOSSMEYER - SNR DENTON
Hanna Torneus - Skadden Arps
Global ProjectsGlobal Projects
• Challenges• End user integration• Worldwide
collaboration
Hanna Torneus - Skadden Arps
H E L P !
Remote AssistanceRemote Assistance
24/7Global Helpdesk
Network OperationsRemote Control
Hanna Torneus - Skadden Arps
Service Level AgreementService Level Agreement
SLA
Satisfaction
Hanna Torneus - Skadden Arps
Mobile DevicesMobile Devices
Can I have a new phone,
please?
Can I have a new phone,
please?
• Device selection• Security• Roaming• Cost control• Global rules – local variations
Hanna Torneus - Skadden Arps
About SNR DentonAbout SNR Denton
• More than 60 offices worldwide, across US, UK Europe Middle East, Russia and CIS, Africa, and Asia Pacific
• Around 1,500 attorneys• Mergers and Combinations
Dentons (SNR Denton, FMC and Salans)
• Recent development in Asia with offices in Beijing, Shanghai, Hong Kong and Singapore
• Asia Experience
Infrastructure for a Global FirmInfrastructure for a Global Firm• Datacenters
US datacentersUK datacenters
• Citrix platform
• Global WAN connection
• Establishment of new offices in Asia
• ChallengesISPsSupport levelUser expectations
Local and Regional CharacteristicsLocal and Regional Characteristics
• Languages 语言Implications of Asia Languages on IS systems
• Time DifferenceSupport hoursSystem maintenance windowNew user account activation
• Country specific limitationsShipping equipment Hardware specificationsGovernment regulations
• Local customs and global support standard and procedures
.
Local ResourcesLocal Resources
• Small offices and limitationsNo local onsite full time IS staff
• Global team support and utilize local resource
• Get to know local staff and develop relationship
• Utilize local third party contractors and consultant
• Manage local resourcesISPsPDAsLocally purchased equipmentLocal vendors and contractors/consultants
Economic Downturn Impact on CSEconomic Downturn Impact on CS
Challenges•Fewer staff•Less travel•Reduced training
Solutions•Communication/cross-training•Video•Association materials w/group discussions •Strengthen local support relationships
ILTA
Measuring User SatisfactionMeasuring User Satisfaction
• Full program with multiple approaches
Data privacy & security impactData privacy & security impact
User awareness Educate support to
understand impact
Two-way communication with Security
Questions???
Group BreakoutGroup Breakout
25 - 30 minutes > small group discussionsChoose a note-taker & someone to report back to the larger group
10 minutes > recapShare summary discussion from your group