Neil Vickers Managed Support Group Manager Microsoft Services

Neil Vickers Managed Support Group Manager Microsoft Services

Our Relationship With You Our Our Customers Customers Our Our Partners Partners Premier Premier Support Support Customer CustomerRelationship Relationship//Service ServiceDelivery DeliveryManagement Management Remote Remote Reactive Reactive Engineering Engineering Customer CustomerFacing Facing Proactive Proactive&&Reactive Reactive Engineering Engineering

Worldwide Landscape Americas EMEA India Asia Japan South Pacific Engineering presence in over 65 countries Over 4000 Support Engineers Over 1500 Technical Account Managers Supporting over 170 products 24 x 7 x 365

EMEA Engineer Locations 1400 Engineers:Austria Belgium Bulgaria Croatia Czech Republic Denmark Egypt Finland France Germany Greece Gulf Hungary Ireland Israel Italy Lithuania Netherlands Norway Poland Portugal Russia Saudi Arabia Serbia Montenegro South Africa Spain Sweden Switzerland Turkey United Kingdom EMEA FY05 Statistics Number of incidents: 100,000 support cases Number of Critical Situations Managed: 3,300 Number of onsite engineering visits: Approx 2,500 in FY05 550 TAM’s in almost every county

Problem Resolution

What is a TAM? The Technical Account Manager (TAM) is a trusted advisor to our customers providing valuable guidance around operational excellence and optimisation through a specific set of predefined activities. A TAM is ultimately accountable for the operational health of the IT organisations he or she represents. Key Deliverable Description Long-term Business Relationship The TAM forms a long-term business relationship with their customer by understanding how their IT operations impact their business . The TAM must know their customer’s IT goals and can identify their operational strengths and weaknesses. The TAM stays up-to-date on these areas and ensures they represent the customer appropriately inside of Microsoft. Service Delivery Management The TAM proactively plans solutions to meet their customer’s operational goals – leveraging their strengths, and reducing their risks. The TAM knows Microsoft’s solutions and can recommend them to the customer and facilitate, not deliver, those solutions as appropriate. Incident Resolution Management When something unexpected occurs, the TAM manages the incident to resolution, effectively representing the customer inside of Microsoft with regard to business impact. Then the TAM follows-up to ensure either product improvement within Microsoft or operational improvement within the customer’s IT environment. The TAM has a broad understanding of IT operations and can assess

Support Strategy Focus on your experience and needs Continue to improve our response Deliver more on-site support Both reactive incident based and proactive preventative services Invest in proactive services Through more better skilled engineers More services and better deliverables Increase global support presence Increase field based engineers More technologies and closer to you

Example: Solution Support Assist you to support your Microsoft based solutions Typically a solution that has been touched by MCS Combination of Microsoft products plus some customisation Scope: Proactive services designed for solutions Reactive support Problem isolation down to code Assist partners with problem isolation Regular onsite visits Sustained collaboration with customer and knowledge of their environment

Solution Support Lifecycle

Any Questions?

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