VEChannel Event Profile

Virtual Support Network: Ten Tips for Delivering Managed Services to OnSite Systems

The business of taking care of remote hardware and software has never been bigger: Managed systems and services for retail, point of sale, hospitality, and other distributed operations are a hot growth area. Enterprise help desks manage an increasingly dispersed array of hardware and software. Enterprise software providers are moving to managed services and other value added support offerings to preserve margins in the face of increasing price pressure. Gartner estimates that managed services will grow at a CAGR of nearly 36 percent from 2001 to 2006.These opportunities are being driven by CIOs need to manage cost and risk carefully. With research showing that 47% of IT spending going to total cost of support and maintenance (TCSM), outsourcing system management to specialists makes sense for the buyer. But where does it leave the provider? Field service visits are very expensive, costing at least a hundred dollars for even the simplest issue, and much more for complex resolutions. Managed service providers wisely avoid "truck rolls" and field service calls if possible. But how? A new class of technology that we call Virtual Support Networks, exemplified by WebEx SMARTtech, has arrived to fill exactly this need. Virtual Support Networks allow service providers to securely, scalably, and costeffectively manage distributed installations around the world. But technology alone isnt enough: providers need to know the most effective ways to take advantage of this new technology to deliver added value to customers. In late 2004 and early 2005, DB Kay & Associates conducted a market survey to uncover the best practices for deploying Virtual Support Networks. In this web serminar, David Kay will share top ten tips for delivering managed services to onsite systems remotely. About the Speaker David Kay, Principal DB Kay & Associates www.dbkay.com Acknowledged leader in applying technology to knowledgeintensive business processes like customer support since 1984, and is certified by the Help Desk Institute (HDI) as a trainer for KnowledgeCentered Support and a frequent speaker and contributor for the Service and Support Professionals Association (SSPA).

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