managed services support

1 | Apollo Health Street Confidential www.apollohealthstreet.com

Customer Solutions


Typical Challenges – Managed Services

• Line of Business – Users need support for Hardware and Software – Proprietary and Shrink Wrap Support – End users need support 24x7

• Operations– Staff unable to support all of the Applications– Business asks for more with less– Budget being cut – but volume going up– Helpdesk referred to as Helpless Desk– Volume Fluctuates – unable to plan staffing

• Engineering– Need to improve but unsure how to get it done– ITIL is a goal, but unsure how to develop– We need to drive users to self help and issue avoidance


Apollo Health Street – Strategic Support Solutions

Strategic Support Solutions has considerable knowledge and experience with

Customer Support/Help Desk delivery

• We handle over 1 million calls every year.

The pillars of our delivery capabilities

• People – Strategic Support Solutions is committed to the continued education

of our help desk professionals.

• Process – We believe in Best Practices and have developed our own industry

leading Best Practices Blue Book.

• Technology – State of the art physical, telecom & network infrastructure in our

delivery center.

Cost Competitiveness

• Strategic Support Solutions delivery center in Americus, GA is a public-private

partnership with the local administration.

• We work with the best local talent and are also an employer of choice in

Americus.

• Leveraging the best talent available in this rural economy allows us to be cost

competitive.


Managed Services - Service Desk

As a trusted partner of many Managed Services companies, we have the

expertise to handle your customers issues.

Below is just a sample of what we support today:

• Windows OS• MAC OS• MS Windows Servers• MS Exchange Servers• Blackberry Enterprise Servers• Mobile Devices• System Monitoring / Diagnosis• Spam Applications• CITRIX Servers

• System Patching / Updates• Firewalls• FTP Applications• VPN Applications• IIS Servers• Wireless• Drive Capacity Issues• Network Performance / Connectivity

With an average First Level Resolution rate of above 70% , our Service Desk saves your customers time and money!


Customer Profile – Covisia Solutions, Inc.

• Delivery method – Onshore

• 24 x 7 x 365 Support

• Scope of Services – – Level 1 and 1.5 Technical Support

– Citrix Access Control Suite

– Network/Server Monitoring

• Monthly Incident Volumes – 1200

• Value Added Services– Cisco Support

– Zenith and N-Able monitoring of systems

– Single Point of Contact

Based in Waltham, Massachusetts, Covisia Solutions Inc. is a leading provider of information application delivery, networking, security and IT support services designed to enable clients to work more effectively and increase focus on their core business.

• Outsourced Help Desk & Managed Support

• Application Delivery & Virtualization

• Unified Communications

• Disaster Recovery & Business Continuity

• Network Optimization & Security

http://www.covisia.com

Covisia Solutions named 2008 Northeast Partner of the Year!

The Covisia Service Desk


Customer Profile – Capital Network Solutions

• Onshore Delivery method • 24 x 7 x 365 Support

• Scope of Services – – Level 1 and 2 Technical Support

– Citrix Access Control Suite

– Network Monitoring


• Value Added Services– Provide Email Firewall Support (SonicWALL,

Barracuda, Spam Soap, etc.)

– Reseller Services

Capital Network Solutions (CNS) is the Northern California premier network services and consulting company.

Full turn‑key solutions for network services including:

•Design •Implementation •Project Management •Patch Management •Backup Management

•Technical Support•Network Security•Admin Training •Spam and Anti-Virus Protection •24x7 Help Desk Support

The CNS Service Desk

http://www.cns-service.com


Customer Profile – Structured Technologies, Inc.




– Server Level Support



• Value Added Services– Blackberry/BES Support

– Terminal Server Support

– Account Administration

Structured Technologies is the regional leader in Data

Center Solutions and Managed IT Services. STI brings the best of enterprise technology and expertise to all

sized businesses!

IMPROVE YOUR DATA

•Backup / Recovery

•Message Archiving

•Storage

IMPROVE YOUR BUSINESS

•Managed Services

•Infrastructure

IMPROVE YOUR OPERATIONS

•Virtualization

•Assessment Programs

•Software Development

http://www.struct.com

The STI Service Desk


Customer Profile – Second City Computers, Inc.







• Value Added Services– Terminal Server Support

– Account Administration

– Zenith/ConnectWise Monitoring

Since 1992, Second City Computers, Inc. has been providing networking solutions and support. Our experience has helped us develop a process that allows us to best meet your needs.

Preventative Maintenance

Network Administration

Help Desk

Managed Services

http://www.2cc.com

The 2cc Service Desk


Customer Profile – eTG







• Value Added Services– NOC Support

– Alert Monitoring

– Zenith/ConnectWise Monitoring

ETG specializes in technology for physician practices, so we're uniquely equipped to deal with your business challenges stemming from technology. We have specific, focused experience working with a myriad of practice management systems, electronic medical records systems, lab solutions, imaging systems and hospital integration. In other words, we power healthy business.

http://www.2cc.com

The eTG Service Desk

Because our focus is healthcare, we offer informed opinions and connect you with our other clients for consultation. Other IT companies don't have that specialized knowledge to share to your benefit.ETG is also actively involved in the major trade associations and groups, like the MGMA and HIMSS, which helps us stay current on relevant issues and maintain regular training on the technical areas of our business.


Customer Profile – DynaSis




– Overflow Services




• Value Added Services– NOC Support

– Alert Monitoring

Founded in 1992 as a small computer repair and service business, DynaSis has evolved into one of the metro Atlanta area’s most respected information technology firms, now offering a comprehensive suite of services and technology solutions.

http://www.2cc.com

The DynaSis Service Desk

Your Equipment, Our Expertise

Our Equipment, Our Expertise


Our Combined Knowledge & Experience

Managed Services Service Desk

Your Company


What our Partners are saying!

I wanted to take the opportunity to reflect on your Team and the transition our Service Desk support to Apollo. You have all the right players in place as this transition was a very smooth one. The Team continues to grow with addressing the unique issues we have with different Customers and your Team adapts to these change remarkably and very professional. Our Level 1 queue has never been under control like it is now through Apollo. You have a solid Team and they handle themselves well with our, sometimes, difficult clients.

Great job and keep up the fantastic efforts. They are very much appreciated!!!

Sincerely

Keith Wrubleski, Director - Professional Services

Structured Technologies Inc.

Our [Covisia] integration of Apollo’s Service Desk into our managed support services was near flawless. Apollo worked aggressively to understand our tools, protocols and procedures; while making recommendations and improvements with workflow management between the two organizations. Apollo’s ability to deliver a first-class Service Desk has been a true value-add to our managed support service offerings.

Sincerely

Don Croad, Director of Support Services

Covisia Solutions, Inc.


Why Apollo Health Street?

We are confident that our Business Solutions will:

Decrease support costs

Increase Service Level metrics

Increase Customer Satisfaction

Improve communication across the enterprise

Appropriately manage risks

We look forward to working with you to engineer the best

business solution available.


Contact Information

Bill Hockensmith

Program Manager, AHS Strategic Solutions

Direct – 770.627.9400

Mobile – 404.805.6459

Email – [email protected]

Our customers love us and so will you!

Thank You

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