New purpose-built Managed Services Centre (MSC) delivers service based on flexible, evolving business level agreements
Logicalis today announced the launch of next-generation Managed Services. This new offering is a clear departure from previous managed services solutions in the marketplace, in that it is built around the ability to manage evolving service levels against the support of specific business processes and objectives, rather than simply guaranteeing the availability of IT and communications infrastructure and services.
As such, Logicalis Managed Services represents a step change in the evolution of managed services from solutions based on static Service Level Agreements (SLAs) to the secure and holistic management of the entire infrastructure, supported by a single, flexible Business Level Agreement (BLA) that evolves continuously with the customer's organisation through ongoing Service Improvement Programmes (SIPs).
Commercial and operational benefits
Logicalis Managed Services are supported through a four layer model integrating the management of devices, infrastructure, service and business levels.
According to Ian Cook, Logicalis CEO of European Operations, “Logicalis Managed Services have profound commercial benefits for customers. These include the ability to transfer risk and the opportunity to take advantage of a flexible utility service supply model with pricing linked to business volumes. This simplifies budgeting by delivering predictable costs and includes subscription pricing or a monthly recurring charge and can be supported by a portfolio of financial services options. In addition, business efficiency is underpinned by technology investment profiling to ensure that infrastructure spend is always delivering maximum benefit.”
“The operational benefits are also compelling, based as they are on a single source solution providing one point of contact and liability,” he continues. “Customers can benefit from end-to-end lifecycle services covering: planning; design; implementation; support; management and optimisation with industry certified people and processes managing state-of-the art multi-vendor, multi-technology facilities.”
Single point of contact
In doing so, Logicalis provides a single point of contact through its new purpose-built Managed Service Centre (MSC) for its customers to monitor and manage dynamic requirements and relationships with multiple service providers. This ensures that the infrastructure is always optimised to deliver real commercial value and that performance can be managed against business objectives.
Recognising that there is a huge chasm between those organisations who wish to retain ownership of their assets, and those who want to outsource their network and relevant personnel, Logicalis Managed Services provides solutions for both. In either situation, Logicalis monitors and manages the entire IT and communications infrastructure - including networks, servers, enterprise applications, security devices and the desktop - from a centralised, network and systems management platform.
The management information, critical for supervising the customer's information and communications estate, is all available on-line through a bespoke Customer Service portal, providing access to real-time network information, historical SLA reports, billing, on-line fault reporting and order status.
“Traditional managed services contracts are no longer enough to meet the needs of modern organisations,” emphasises Cook. “Before now, SLAs have been based on specifying and measuring infrastructure capabilities instead of being tied directly to the reason the IT is there in the first place - to enable actual business performance.”
“The SLA problem is compounded by the fact that, in the last generation of Managed Services, it remained largely static from the start of the customer's contract, whereas organisations and businesses evolve. That is why the highly flexible BLA will become a prerequisite next generation managed services delivery: business objectives, strategy, management style and culture can all influence service requirements, and all are subject to change at short notice. Managed Services needs not just to support this but to embrace it as a core requirement - that's just what Logicalis' next generation managed services are designed to do from the ground up,” concludes Cook.
Logicalis Managed Services are based on deep levels of professional expertise boasting a significant and diverse level of understanding of end-to-end information flows and expertise in enterprise computing, fixed and mobile network management, storage, and services. According to the company, this is unlikely to be found in any single enterprise but is critical to understand network events in context.
Growing, diverse market
Managed services/outsourcing is a growing market. Datamonitor estimates the UK network management services market has a CAGR of 5%, and will grow to £1.4 billion in 2007. The diversity of the outsourcing market, both in terms of the expectations of the business and what service providers can actually deliver is another key issue addressed by Logicalis Managed Services.
“Smart companies are starting to recognise that they need to take a more controlled approach to managing outsourced relationships, or risk creating an environment that is so confusing and complex that it becomes ever harder to align IT and business goals,” continues Cook. “Logicalis has the answer as it can provide a unified and focussed approach to measuring and managing sourcing relationships in multisourced environments and we are delivering this next-generation service right now to several of our existing customers.”
Three levels of service
In keeping with its flexible model, Logicalis offers three turnkey plans: Assured, Enhanced and Advanced, but will provide bespoke service levels based on a modular portfolio of services.
The quality of the Logicalis service is underpinned by Logicalis having achieved independent triple certification for all its operations including an integrated management system supporting computing and communications solutions, information security and IT service management offerings: ISO 9001/2000; BS7799 and BS15000 respectively. Clients are increasingly demanding these standards as a core requirement for doing business and Logicalis is one of the few companies in the UK able to support quality, information security and IT service management credentials - backed by independent certification from BSI, a leading UKAS accredited organisation.
Logicalis is an international provider of high-performance IT integration solutions. The Logicalis Group employs 800 people worldwide, including highly-trained service specialists who specify, design, deploy and manage IT infrastructure to meet the needs of over 5,000 corporate and public sector customers. Logicalis maintains strong partnerships with technology leaders such as IBM, HP and Cisco.
In addition, Logicalis in the UK has achieved independent triple certification for its integrated management system supporting computing and communications solutions, information security and IT service management offerings: ISO 9001/2000; BS7799 and BS15000 respectively.
The Logicalis Group is a division of Datatec Limited, a $2.5 billion business listed on the Johannesburg Stock Exchange. With its international headquarters in the UK, Logicalis' global revenue is approaching $500 million from operations in the U.S., UK, Germany, and South America. For more information, visit www.uk.logicalis.com.
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