managed support - axians uk · •vailability and monitoring key performance indicators (kpi), with...

Axians is the VINCI Energies brand dedicated to ICT

MANAGED SUPPORTHELPING YOU CREATE TIME

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AXIANSMANAGED SUPPORT

SERVICES

Managed Support Services Version 2.0 Commercially Sensitive

ContentsIntroduction 3

Axians Managed Services Capability 3

So Little Time! 4

Axians Managed Services 4

So Why Choose Axians? 4

Elite Partner Support 5

Award Winning Confidence 5

1. Network Monitoring and Management 6

Service Overview 6

Remote Network Monitoring 6

Remote Network Management 7

Moves, Adds and Changes 7

2. Hardware and Software Support 8

What is Axians Value Add? 8

Axians Support Features 8

Axians Support Options 8

3. Service Transition 9

Overview 9

Axians Network Lifecycle Services 11

Project Management 12


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Introduction Axians Managed Services Capability

As connectivity demands increase, so does the pressure to digitally transform a business. We help keep your network secure and reliable, removing complexity and constantly innovating so that you can do more with less and differentiate through network delivery.

The performance in ICT is under constant pressure to stay one step ahead of demands. Through years of experience we have built a suite of network support services.

With dedicated professionals in Project Management, High and Low Level Design, Install & Commission and more; our services are more than just supporting your Network. Our portfolio of bespoke services including financing, training, managed services, lab testing and assessments will help you achieve the results to drive your business forward.

Our wider group means that we can support your business in our network seamlessly from a local to a global level.

Timeis what we want most, but what we use worst.

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“William Penn

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So Little Time! Axians Managed Services

The march of digital transformation (or the desire to understand it) continues unabated but for a great many organisations the ability to resource skills or find the time to develop the network infrastructure to accelerate and deliver on its promise remains the number one challenge.

The network is the critical foundation of many businesses and it needs constant attention. So how do organisations find the time to research, investigate, test or even pioneer the next network innovation when its best people are ‘just keeping the lights on’ so to speak?

A recent Forbes article stated that ‘Successful People Agree: ‘Time’ is their Most Valuable Asset’ and Axians Managed Services can give that most valuable of assets. Our extensive portfolio provides a broad range of operational services that will free up valuable skilled staff to do the research, the innovation and the optimisation to deliver the commercial advantage and exceptional results businesses strive for. This is also an oportunity for staff development and for your business to provide a challenging, diverse and rewarding environment for them to thrive.

Of course, commercial benefits are obviously a key driver for any organisation looking to partner for the provision of specialist managed services. Axians deliver through our Build/Operate/Transfer model to ensure agreed goals are achieved.

So Why Choose Axians?

The agile nature and demands of modern business often mean that even the best laid plans sometimes have to take a back seat. Axians understands this, by leveraging the capabilities within the wider Group, we have the ability to deliver a wide range of operational services while enabling customers to focus primarily on their strategic business goals, ultimately to help organisations fast track important innovations and upgrades to their networks to deliver true value back to their clients and users.

Augmenting and complimenting current skills, streamlining the adoption and integration of new technologies or helping ease resource utilisation issues, we are a trusted partner with a history of delivering and supporting complex business critical infrastructure.


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Elite Partner Support Award Winning Confidence

Axians are Juniper ’s premier UK elite partner with considerable experience in the design, delivery and support of Juniper Networks. A Juniper Global Support Partner for over 12 years and with some 17,000 Juniper products under support, we have the breadth and depth of knowledge to be able to support some of the industry’s largest and most complex global networks.

Recognition

We are recognised by Juniper Networks for our technical capabilities and networking expertise:

“Support Service Partner of the Year” 2008, 2009, 2010, 2012, 2013, 2014 and 2016 and “Partner of the Year” in the UK on numerous occasions

STATUS ACCREDITATIONS

Juniper ’s “Elite Portfolio” Partner Professional Services Specialist (PPS)

“Implementation Specialist” Partner Support Services Specialist (PSS)

“Operate Specialist” statuses Partner Elite (PE)

Partner Support Cloud Partner (PCP)

Partner Support Champion (PSC)

Axians was the first Juniper partner in the UK to hold both PPS and PSS accreditations and we employ some of the highest qualified technical staff in Juniper Networks products. We hold more than $24 million in spares and have recently invested a further $4.5 million in additional lab and testing equipment as part of our development partnership with Juniper.

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1. Network Monitoring and ManagementService Overview

Network stability and availability of services is key to ongoing customer retention and provides a platform from which to build long term and trusting relationships with your clients. A key element of this is how quickly network outages are addressed and the efficiency of planned maintenance works by the NOC and networking teams. Maintaining the correct level of resources and finding the balance between key staff working on strategic technical initiatives and being reactive and available on a 24hr basis is a difficult thing to do. Axians will help you find this balance and free up key staff to focus on strategic business goals and objectives.

Remote Network Monitoring

Axians will supplement your own resources from our UK based 24hr Remote NOC facility in Basingstoke and provide proactive monitoring of you network infrastructure.

The standard service includes:

• Availability and monitoring key performance indicators (KPI), with the definition of threshold tailored to the needs of each client for availability, performance, and resource utilization levels network equipment

• Screening of alarm events, failure, or malfunction of the services or components of monitored network infrastructure

• The initiation of correctives or troubleshooting procedures for each reaction predefined event type

• Escalation to the incident support team (internal, customer or third party), as defined with the client

• Creation and documentation of monitoring procedures and operation

The services are available in the following options:

• Business Hours (09:00 to 17:30 5 days per week)

• Out of Hours (17:30 to 09:00 5 days per week)

• 24 x 7 (24hrs 7 days per week)

Remote Network Management

Axians will supplement your own resources from our UK based 24hr Remote NOC facility in Basingstoke and provide proactive management and maintenance of your network infrastructure.

Specifically Axians will ensure:

• Resolution of network related incidents

• Implementation of standard typed service requests

• Implementation of infrastructure changes necessary to maintain operability and functionality of systems

• Participation in the investigation of problems identified in the problem management

• Management of firmware and operating system patches of network equipment (please note some updates and patches my be chargeable by the vendor)

• Creation, alteration or removal of VLAN routing tables and safety requirements

• Activation and deactivation of switch ports

Moves, Adds and Changes

Axians will perform:

• Standard template and/or run rate configuration changes

• Complex bespoke changes relating to core network services or functions (or example, bespoke MAC requiring Project/Design/Consultancy tasks ncluding bulk migrations, service wide change) would be managed through a full change management process and would be scoped and charged for outside of this service. These changes will typically be carried out during scheduled maintenance windows, outside of standard business hours

• Design documentation updates to reflect all changes


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2. Hardware and Software SupportWhat is Axians Value Add?

Axians Network Hardware and Software Support service offering has been designed with the current and future business direction of our customers in mind. As such, our solution has key design attributes at its core that will ensure that we continue to provide all customers with a Support and Management platform for now and the future.

These attributes are:

• A UK Based single point of contact available on a 24 x 7 basis

• Unencumbered access to Juniper Advance JTAC as and when required

• Advanced/automated diagnosis capabilities where applicable

• Locally dedicated Account and pre-sales resources

• Dedicated spares holdings across the UK and Europe

• A range of optional services to further augment our standard service.

We are confident that by offering a single support infrastructure it will ensure that demarcation issues between network issues and operations are avoided, synergies and economies of scales are assured and that our support and Network Operating Centre (NOC) staff gain crucial insight to the demands and requirements of the clients infrastructure. This ensures we provide a quality and responsive service of which our support staff take personal ownership in its provision.

Axians Support Features • Both UK based and European Network Operating Centres (NOC) on a 24 x 7 x 365 basis

• Remote Technical Support and Incident Management

• Automated Incident Management

• Advanced Replacement Spares Service on a Next Business Day or Same Business Day basis

• Software Upgrades and Updates

• Access to vendor ’s Customer Support Centre web services

• Regular review of customer’s inventory to identify products and components that have reached End of Life/Services and the upgrades/options available.

• Regular quarterly service reviews covering service quality and incident updates

Axians Support Options • Resident Onsite Engineer

• Remote ‘Customer Specific’ Focal Engineers

• Client Success Manager

• Service Upgrade Tokens (SUT’s)


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3. Service TransitionOverview

Axians understands that Transition (Start-up, Execution and Acceptance) is a critical phase to guarantee the success of the setup of the service model to be implemented. Furthermore, this stage constitutes the first contact between support teams from both organisations, which is always a very important time to establish a common ground of understanding and the foundations that will support a strong partnership for the future.

Based on the best practices and our experience in managing and implementing a great number of transitions in its clients, Axians has developed a specific methodology for transition. This methodology incorporates a set of transition processes and tools to ensure an effective and efficient transition of services.

During the transition period, our commitment is to:

• Hold a feasibility workshop in order to initiate a clear transition plan, defining deliverables, objectives, stakeholders, time-scales, resources and risks

• Implement a smooth and controlled transition with no disruption to the customer’s business, guaranteeing the continuity of the services provided

• Promote all the necessary activities to acquire the specific knowledge about customer’s technological, operational and organizational environment, in order to be able to provide the required services according to the agreed SLA´s

• Clearly define the service model that will be implemented and setup the necessary processes and procedures, so that, once transition is finished, Axians team is ready to provide full operation of the services

• A post ‘Go-Live’ overlap support from Axians Project Services (if applicable)

Axians shall put added emphasis on the implementation of the governance model, in order to institutionalize the right management and operational processes. This will be aligned with the best practices and recommendations, namely ITIL v3, in order to create a common ground of understanding and a solid service management culture that will be crucial for an effective service delivery.



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WITH AXIANS MANAGED SUPPORT

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Axians Network Lifecycle ServicesThis is an approach that provides a suite of holistic proactive and reactive services, processes, capabilities, tools and resources that can be mixed and matched in order to help our customers accrue maximum business benefit and de-risk both the project and the ongoing service lifecycle. It gives focus to all elements of the life of a network, spanning all phases from network concept, design, deployment, support, optimisation and evolution.

Every organisation has limited resources. Our customers see real value in utilising Axians to release them from time-consuming day-to-day tasks and, at the other end of the scale, assist with the development of a dynamic network strategy and the launch of new services.

We’ve developed the Axians Network Lifecycle methodology over many years. We take a pragmatic approach and have proven to our customers that planned incremental changes lead to significant savings in time and money and to major performance improvements throughout the network lifecycle.

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Project ManagementThis is one of the central themes of Axians Lifecycle services in de-risking major network deployments. Axians place a lot of focus on the initial stages of planning in order to clearly define the approach and activities to successfully deliver our Lifecycle solutions. These planning activities are carried out as part of the initial setup and definition stages and comprise of a series of meetings and workshops designed to breakdown the technical deliverables into their basic components and then formalise them into a set of management processes in order to ensure successful delivery.

Axians Project Management Office adheres to internationally recognised project management methodologies and techniques including PRINCE2, APM, Management of Risk and MSP.

Axians are a trusted Juniper Service Partner, consistently delivering a high level of service across the entire portfolio of Maintenance, Professional and Advanced Services. The capabilities and range of their services available to Juniper customers, make them a ‘go to’ Partner, always delivering a professional service and ensuring a remarkable customer experience to our mutual customers. The Axians total Lifecycle of services demonstrates their wide expertise and knowledge ensuring that they are not only a true partner but a Trusted Advisor to their customers.

Tanya GregoryLead Service Partner Manager UKI and North Europe

Juniper Networks

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axians.co.uk

managed support - axians uk · •vailability and monitoring key performance indicators (kpi), with...

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