Welcome!

Apache Authors: MC Brown, Amy Lindberg, ChandraShekar Dattatreya, Carmen Gonzalez, Sanjeev Sharma

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
The definition of IoT is not new, in fact it’s been around for over a decade. What has changed is the public's awareness that the technology we use on a daily basis has caught up on the vision of an always on, always connected world. If you look into the details of what comprises the IoT, you’ll see that it includes everything from cloud computing, Big Data analytics, “Things,” Web communication, applications, network, storage, etc. It is essentially including everything connected online from hardware to software, or as we like to say, it’s an Internet of many different things. The difference ...

ARMONK, N.Y., Nov. 20, 2014 /PRNewswire/ --  IBM (NYSE: IBM) today announced that it is bringing a greater level of control, security and flexibility to cloud-based application development and delivery with a single-tenant version of Bluemix, IBM's platform-as-a-service. The new platform enables developers to build ap...

Cloud Expo 2014 TV commercials will feature @ThingsExpo, which was launched in June, 2014 at New York City's Javits Center as the largest 'Internet of Things' event in the world.
An entirely new security model is needed for the Internet of Things, or is it? Can we save some old and tested controls for this new and different environment? In his session at @ThingsExpo, New York's at the Javits Center, Davi Ottenheimer, EMC Senior Director of Trust, reviewed hands-on lessons with IoT devices and reveal a new risk balance you might not expect. Davi Ottenheimer, EMC Senior Director of Trust, has more than nineteen years' experience managing global security operations and assessments, including a decade of leading incident response and digital forensics. He is co-author of t...
The major cloud platforms defy a simple, side-by-side analysis. Each of the major IaaS public-cloud platforms offers their own unique strengths and functionality. Options for on-site private cloud are diverse as well, and must be designed and deployed while taking existing legacy architecture and infrastructure into account. Then the reality is that most enterprises are embarking on a hybrid cloud strategy and programs. In this Power Panel at 15th Cloud Expo (http://www.CloudComputingExpo.com), moderated by Ashar Baig, Research Director, Cloud, at Gigaom Research, Nate Gordon, Director of T...
Explosive growth in connected devices. Enormous amounts of data for collection and analysis. Critical use of data for split-second decision making and actionable information. All three are factors in making the Internet of Things a reality. Yet, any one factor would have an IT organization pondering its infrastructure strategy. How should your organization enhance its IT framework to enable an Internet of Things implementation? In his session at Internet of @ThingsExpo, James Kirkland, Chief Architect for the Internet of Things and Intelligent Systems at Red Hat, described how to revolutioniz...
Technology is enabling a new approach to collecting and using data. This approach, commonly referred to as the "Internet of Things" (IoT), enables businesses to use real-time data from all sorts of things including machines, devices and sensors to make better decisions, improve customer service, and lower the risk in the creation of new revenue opportunities. In his General Session at Internet of @ThingsExpo, Dave Wagstaff, Vice President and Chief Architect at BSQUARE Corporation, discuss the real benefits to focus on, how to understand the requirements of a successful solution, the flow of ...
The security devil is always in the details of the attack: the ones you've endured, the ones you prepare yourself to fend off, and the ones that, you fear, will catch you completely unaware and defenseless. The Internet of Things (IoT) is nothing if not an endless proliferation of details. It's the vision of a world in which continuous Internet connectivity and addressability is embedded into a growing range of human artifacts, into the natural world, and even into our smartphones, appliances, and physical persons. In the IoT vision, every new "thing" - sensor, actuator, data source, data con...
"BSQUARE is in the business of selling software solutions for smart connected devices. It's obvious that IoT has moved from being a technology to being a fundamental part of business, and in the last 18 months people have said let's figure out how to do it and let's put some focus on it, " explained Dave Wagstaff, VP & Chief Architect, at BSQUARE Corporation, in this SYS-CON.tv interview at @ThingsExpo, held Nov 4-6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Focused on this fast-growing market’s needs, Vitesse Semiconductor Corporation (Nasdaq: VTSS), a leading provider of IC solutions to advance "Ethernet Everywhere" in Carrier, Enterprise and Internet of Things (IoT) networks, introduced its IStaX™ software (VSC6815SDK), a robust protocol stack to simplify deployment and management of Industrial-IoT network applications such as Industrial Ethernet switching, surveillance, video distribution, LCD signage, intelligent sensors, and metering equipment. Leveraging technologies proven in the Carrier and Enterprise markets, IStaX is designed to work ac...
"There is a natural synchronization between the business models, the IoT is there to support ,” explained Brendan O'Brien, Co-founder and Chief Architect of Aria Systems, in this SYS-CON.tv interview at the 15th International Cloud Expo®, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
C-Labs LLC, a leading provider of remote and mobile access for the Internet of Things (IoT), announced the appointment of John Traynor to the position of chief operating officer. Previously a strategic advisor to the firm, Mr. Traynor will now oversee sales, marketing, finance, and operations. Mr. Traynor is based out of the C-Labs office in Redmond, Washington. He reports to Chris Muench, Chief Executive Officer. Mr. Traynor brings valuable business leadership and technology industry expertise to C-Labs. With over 30 years' experience in the high-tech sector, John Traynor has held numerous...
Bit6 today issued a challenge to the technology community implementing Web Real Time Communication (WebRTC). To leap beyond WebRTC’s significant limitations and fully leverage its underlying value to accelerate innovation, application developers need to consider the entire communications ecosystem.
The 3rd International @ThingsExpo, co-located with the 16th International Cloud Expo - to be held June 9-11, 2015, at the Javits Center in New York City, NY - announces that it is now accepting Keynote Proposals. The Internet of Things (IoT) is the most profound change in personal and enterprise IT since the creation of the Worldwide Web more than 20 years ago. All major researchers estimate there will be tens of billions devices - computers, smartphones, tablets, and sensors - connected to the Internet by 2020. This number will continue to grow at a rapid pace for the next several decades.
The Internet of Things is not new. Historically, smart businesses have used its basic concept of leveraging data to drive better decision making and have capitalized on those insights to realize additional revenue opportunities. So, what has changed to make the Internet of Things one of the hottest topics in tech? In his session at @ThingsExpo, Chris Gray, Director, Embedded and Internet of Things, discussed the underlying factors that are driving the economics of intelligent systems. Discover how hardware commoditization, the ubiquitous nature of connectivity, and the emergence of Big Data a...
Almost everyone sees the potential of Internet of Things but how can businesses truly unlock that potential. The key will be in the ability to discover business insight in the midst of an ocean of Big Data generated from billions of embedded devices via Systems of Discover. Businesses will also need to ensure that they can sustain that insight by leveraging the cloud for global reach, scale and elasticity.
SYS-CON Events announced today that Windstream, a leading provider of advanced network and cloud communications, has been named “Silver Sponsor” of SYS-CON's 16th International Cloud Expo®, which will take place on June 9–11, 2015, at the Javits Center in New York, NY. Windstream (Nasdaq: WIN), a FORTUNE 500 and S&P 500 company, is a leading provider of advanced network communications, including cloud computing and managed services, to businesses nationwide. The company also offers broadband, phone and digital TV services to consumers primarily in rural areas.
SYS-CON Events announced today that IDenticard will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. IDenticard™ is the security division of Brady Corp (NYSE: BRC), a $1.5 billion manufacturer of identification products. We have small-company values with the strength and stability of a major corporation. IDenticard offers local sales, support and service to our customers across the United States and Canada. Our partner network encompasses some 300 of the world's leading systems integrators and security s...
IoT is still a vague buzzword for many people. In his session at @ThingsExpo, Mike Kavis, Vice President & Principal Cloud Architect at Cloud Technology Partners, discussed the business value of IoT that goes far beyond the general public's perception that IoT is all about wearables and home consumer services. He also discussed how IoT is perceived by investors and how venture capitalist access this space. Other topics discussed were barriers to success, what is new, what is old, and what the future may hold. Mike Kavis is Vice President & Principal Cloud Architect at Cloud Technology Pa...
Cloud Expo 2014 TV commercials will feature @ThingsExpo, which was launched in June, 2014 at New York City's Javits Center as the largest 'Internet of Things' event in the world. The next @ThingsExpo will take place November 4-6, 2014, at the Santa Clara Convention Center, in Santa Clara, California. Since its launch in 2008, Cloud Expo TV commercials have been aired and CNBC, Fox News Network, and Bloomberg TV. Please enjoy our 2014 commercial.