Welcome!

Linux Containers Authors: Liz McMillan, Pat Romanski, Elizabeth White, Miska Kaipiainen, Automic Blog

News Feed Item

Latisys Rolls Out ITIL-Based Unified Service Desk

90% Close Rate at the First Point of Contact Highlights Resolution-Driven Focus of National Infrastructure-as-a-Service Platform

ENGLEWOOD, CO -- (Marketwire) -- 12/04/12 -- In response to expanding customer demand for increasingly complex, hybrid IT infrastructure, Latisys, a leading national provider of outsourced IT delivered on a high-density, high-security platform, today announced the Latisys Unified Service Desk.

This new centralized approach is a critical underpin for Latisys' suite of IT infrastructure solutions -- from colocation to the cloud -- delivered over a high density enterprise Infrastructure-as-a-Service (IaaS) platform that encompasses eight data centers across the United States. After six months of production benchmarking, Latisys' new Unified Service Desk is delivering a high satisfaction overall customer experience due to greater efficiency, quicker response times, greater scale and repeatability.

Based on ITIL best practices and processes, and featuring 24x7x365 fully redundant coverage, Latisys' Unified Service Desk takes a resolution-driven approach to expedite triage and troubleshooting for even the most complex technical issues. Designed to easily engage resources across all Latisys disciplines, the Service Desk emphasizes clear, consistent, proactive customer communication based on committed times and follow-through. It features experienced single points of contact that are integrated deeply into Latisys' business and are empowered to take active ownership of incidents. These technically trained and certified personnel own everything from start to resolution and can escalate as needed.

Customers benefit from higher visibility into the support process and more efficient, effective, faster time to resolution. After six months of production, incident close rate at the first point of contact is averaging 90%.

Intelishift Technologies, headquartered in Northern Virginia, uses Latisys' Ashburn IaaS platform to provide a complete line of outsourced IT management and telecommunications infrastructure services to its clients. These include technology firms, Fortune 500 companies, nonprofits, and large government agencies. In addition to leveraging Latisys' outsourced IaaS platform, Intelishift depends on Latisys' trained customer care team to provide round-the-clock support to resolve any issues and ensure optimal customer experience.

NOC Personnel Return to Core Competencies
Key to Latisys' success has been a shift in responsibility from the Network Operations Center (NOC) to the Unified Service Desk. This enables NOC technicians at each site to focus solely on the needs of hosting customers. NOC personnel were previously responsible for troubleshooting service requests -- and today their focus is primarily on core data center management: data center facility monitoring, security, remote hands and on-site customer support. This shift is contributing to average hold times under 15 seconds and service levels at 98%.

At the same time, trained service desk personnel have moved issue resolution closer to the front lines of support -- taking all inbound customer calls, quarterbacking ticket and incident management, security authentication steps, directly managing issue response and resolution and taking responsibility for SLA adherence -- all with a goal of increasing first call closure rate while preventing any recurrence. These trained personnel maintain key industry certifications, accreditations and training programs such as Windows, Linux, ITIL, VMware, network certifications and more.

In addition, Latisys' commitment to providing highly flexible IT solutions tailored to customer needs mandates extremely disciplined technical QA processes for quickly identifying potential configuration issues, reducing failure rates and ensuring the accuracy, quality and timeliness of all provisioned solutions.

"Most service providers typically take an escalation-driven approach to customer service. They work off of checklists that, while organized, are not efficient," said Carolyn Merritt, VP of Customer Care. "Latisys' resolution-driven approach involves both trained professionals empowered to analyze each situation -- asking the right questions, conducting an early assessment, and quickly tasking the team with the right expertise backing up our commitment to 'one call does it all.' It also requires additional emphasis on customer communication to ensure they are frequently updated and apprised of status while also involved in troubleshooting steps as needed."

Earlier this year, Latisys announced that it is adding 72,000 square feet of highly secure, high density, carrier grade IT infrastructure space along with significant power upgrades. After opening DEN2 -- Latisys' newest state-of-the-art data center in Denver -- and DC5 -- a 22,000 square foot expansion in Ashburn, Latisys' total data center platform exceeds 343,000 square feet across seven data centers in four major markets.

About Latisys
Latisys is a leading national provider of colocation, managed hosting, managed services, disaster recovery and private cloud solutions to medium-sized businesses, enterprise customers and government agencies. With a heritage of serving business customers since 1994, and multiple high-density data centers across the United States, Latisys offers a scalable outsourced IT infrastructure platform that provides customers with what they need, when they need it. As a client-centric company -- with state of the art data centers in Ashburn, Virginia, Chicago, Denver and Irvine, California -- Latisys is quickly becoming the IaaS platform of choice for companies that demand more from their IT infrastructure partner. All while optimizing clients' return on investment. All while 'delivering more_'. Call 1-866-956-9594, visit www.latisys.com or follow us on Twitter at https://twitter.com/#!/Latisys for additional information.

Add to Digg Bookmark with del.icio.us Add to Newsvine

LATISYS CONTACT:
Carter B. Cromley
Email Contact
(703) 861-7245

More Stories By Marketwired .

Copyright © 2009 Marketwired. All rights reserved. All the news releases provided by Marketwired are copyrighted. Any forms of copying other than an individual user's personal reference without express written permission is prohibited. Further distribution of these materials is strictly forbidden, including but not limited to, posting, emailing, faxing, archiving in a public database, redistributing via a computer network or in a printed form.

@ThingsExpo Stories
Almost two-thirds of companies either have or soon will have IoT as the backbone of their business in 2016. However, IoT is far more complex than most firms expected. How can you not get trapped in the pitfalls? In his session at @ThingsExpo, Tony Shan, a renowned visionary and thought leader, will introduce a holistic method of IoTification, which is the process of IoTifying the existing technology and business models to adopt and leverage IoT. He will drill down to the components in this fra...
SYS-CON Events announced today that Numerex Corp, a leading provider of managed enterprise solutions enabling the Internet of Things (IoT), will exhibit at the 19th International Cloud Expo | @ThingsExpo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Numerex Corp. (NASDAQ:NMRX) is a leading provider of managed enterprise solutions enabling the Internet of Things (IoT). The Company's solutions produce new revenue streams or create operating...
I'm a lonely sensor. I spend all day telling the world how I'm feeling, but none of the other sensors seem to care. I want to be connected. I want to build relationships with other sensors to be more useful for my human. I want my human to understand that when my friends next door are too hot for a while, I'll soon be flaming. And when all my friends go outside without me, I may be left behind. Don't just log my data; use the relationship graph. In his session at @ThingsExpo, Ryan Boyd, Engi...
IoT is fundamentally transforming the auto industry, turning the vehicle into a hub for connected services, including safety, infotainment and usage-based insurance. Auto manufacturers – and businesses across all verticals – have built an entire ecosystem around the Connected Car, creating new customer touch points and revenue streams. In his session at @ThingsExpo, Macario Namie, Head of IoT Strategy at Cisco Jasper, will share real-world examples of how IoT transforms the car from a static p...
SYS-CON Events announced today that Pulzze Systems will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Pulzze Systems, Inc. provides infrastructure products for the Internet of Things to enable any connected device and system to carry out matched operations without programming. For more information, visit http://www.pulzzesystems.com.
If you’re responsible for an application that depends on the data or functionality of various IoT endpoints – either sensors or devices – your brand reputation depends on the security, reliability, and compliance of its many integrated parts. If your application fails to deliver the expected business results, your customers and partners won't care if that failure stems from the code you developed or from a component that you integrated. What can you do to ensure that the endpoints work as expect...
The Internet of Things can drive efficiency for airlines and airports. In their session at @ThingsExpo, Shyam Varan Nath, Principal Architect with GE, and Sudip Majumder, senior director of development at Oracle, will discuss the technical details of the connected airline baggage and related social media solutions. These IoT applications will enhance travelers' journey experience and drive efficiency for the airlines and the airports. The session will include a working demo and a technical d...
SYS-CON Events announced today that Commvault, a global leader in enterprise data protection and information management, has been named “Bronze Sponsor” of SYS-CON's 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Commvault is a leading provider of data protection and information management solutions, helping companies worldwide activate their data to drive more value and business insight and to transform moder...
The Transparent Cloud-computing Consortium (abbreviation: T-Cloud Consortium) will conduct research activities into changes in the computing model as a result of collaboration between "device" and "cloud" and the creation of new value and markets through organic data processing High speed and high quality networks, and dramatic improvements in computer processing capabilities, have greatly changed the nature of applications and made the storing and processing of data on the network commonplace.
SYS-CON Events announced today that Bsquare has been named “Silver Sponsor” of SYS-CON's @ThingsExpo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. For more than two decades, Bsquare has helped its customers extract business value from a broad array of physical assets by making them intelligent, connecting them, and using the data they generate to optimize business processes.
Fact is, enterprises have significant legacy voice infrastructure that’s costly to replace with pure IP solutions. How can we bring this analog infrastructure into our shiny new cloud applications? There are proven methods to bind both legacy voice applications and traditional PSTN audio into cloud-based applications and services at a carrier scale. Some of the most successful implementations leverage WebRTC, WebSockets, SIP and other open source technologies. In his session at @ThingsExpo, Da...
The vision of a connected smart home is becoming reality with the application of integrated wireless technologies in devices and appliances. The use of standardized and TCP/IP networked wireless technologies in line-powered and battery operated sensors and controls has led to the adoption of radios in the 2.4GHz band, including Wi-Fi, BT/BLE and 802.15.4 applied ZigBee and Thread. This is driving the need for robust wireless coexistence for multiple radios to ensure throughput performance and th...
Enterprise IT has been in the era of Hybrid Cloud for some time now. But it seems most conversations about Hybrid are focused on integrating AWS, Microsoft Azure, or Google ECM into existing on-premises systems. Where is all the Private Cloud? What do technology providers need to do to make their offerings more compelling? How should enterprise IT executives and buyers define their focus, needs, and roadmap, and communicate that clearly to the providers?
SYS-CON Events announced today that SoftLayer, an IBM Company, has been named “Gold Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. SoftLayer, an IBM Company, provides cloud infrastructure as a service from a growing number of data centers and network points of presence around the world. SoftLayer’s customers range from Web startups to global enterprises.
There is little doubt that Big Data solutions will have an increasing role in the Enterprise IT mainstream over time. Big Data at Cloud Expo - to be held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA - has announced its Call for Papers is open. Cloud computing is being adopted in one form or another by 94% of enterprises today. Tens of billions of new devices are being connected to The Internet of Things. And Big Data is driving this bus. An exponential increase is...
Digital innovation is the next big wave of business transformation based on digital technologies of which IoT and Big Data are key components, For example: Business boundary innovation is a challenge to excavate third-party business value using IoT and BigData, like Nest Business structure innovation may propose re-building business structure from scratch, as Uber does in the taxicab industry The social model innovation is also a big challenge to the new social architecture with the design fr...
DevOps at Cloud Expo, taking place Nov 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 19th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to wait for long dev...
Data is an unusual currency; it is not restricted by the same transactional limitations as money or people. In fact, the more that you leverage your data across multiple business use cases, the more valuable it becomes to the organization. And the same can be said about the organization’s analytics. In his session at 19th Cloud Expo, Bill Schmarzo, CTO for the Big Data Practice at EMC, will introduce a methodology for capturing, enriching and sharing data (and analytics) across the organizati...
The many IoT deployments around the world are busy integrating smart devices and sensors into their enterprise IT infrastructures. Yet all of this technology – and there are an amazing number of choices – is of no use without the software to gather, communicate, and analyze the new data flows. Without software, there is no IT. In this power panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists will look at the protocols that communicate data and the emerging data analy...
SYS-CON Events announced today that China Unicom will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. China United Network Communications Group Co. Ltd ("China Unicom") was officially established in 2009 on the basis of the merger of former China Netcom and former China Unicom. China Unicom mainly operates a full range of telecommunications services including mobile broadband (GSM, WCDMA, LTE F...