Welcome!

Python Authors: Pat Romanski, Jyoti Bansal, Donald Meyer, Liz McMillan, Elizabeth White

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
SYS-CON Events announced today that CA Technologies has been named “Platinum Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY, and the 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. CA Technologies helps customers succeed in a future where every business – from apparel to energy – is being rewritten by software. From ...
Web Real-Time Communication APIs have quickly revolutionized what browsers are capable of. In addition to video and audio streams, we can now bi-directionally send arbitrary data over WebRTC's PeerConnection Data Channels. With the advent of Progressive Web Apps and new hardware APIs such as WebBluetooh and WebUSB, we can finally enable users to stitch together the Internet of Things directly from their browsers while communicating privately and securely in a decentralized way.
"A lot of times people will come to us and have a very diverse set of requirements or very customized need and we'll help them to implement it in a fashion that you can't just buy off of the shelf," explained Nick Rose, CTO of Enzu, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm.
You think you know what’s in your data. But do you? Most organizations are now aware of the business intelligence represented by their data. Data science stands to take this to a level you never thought of – literally. The techniques of data science, when used with the capabilities of Big Data technologies, can make connections you had not yet imagined, helping you discover new insights and ask new questions of your data. In his session at @ThingsExpo, Sarbjit Sarkaria, data science team lead ...
The Internet of Things will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform and how we integrate our thinking to solve complicated problems. In his session at 19th Cloud Expo, Craig Sproule, CEO of Metavine, demonstrated how to move beyond today's coding paradigm and sh...
Big Data, cloud, analytics, contextual information, wearable tech, sensors, mobility, and WebRTC: together, these advances have created a perfect storm of technologies that are disrupting and transforming classic communications models and ecosystems. In his session at @ThingsExpo, Erik Perotti, Senior Manager of New Ventures on Plantronics’ Innovation team, provided an overview of this technological shift, including associated business and consumer communications impacts, and opportunities it m...
WebRTC is about the data channel as much as about video and audio conferencing. However, basically all commercial WebRTC applications have been built with a focus on audio and video. The handling of “data” has been limited to text chat and file download – all other data sharing seems to end with screensharing. What is holding back a more intensive use of peer-to-peer data? In her session at @ThingsExpo, Dr Silvia Pfeiffer, WebRTC Applications Team Lead at National ICT Australia, looked at differ...
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo 2016 in New York. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place June 6-8, 2017, at the Javits Center in New York City, New York, is co-located with 20th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry p...
SYS-CON Events announced today that IoT Now has been named “Media Sponsor” of SYS-CON's 20th International Cloud Expo, which will take place on June 6–8, 2017, at the Javits Center in New York City, NY. IoT Now explores the evolving opportunities and challenges facing CSPs, and it passes on some lessons learned from those who have taken the first steps in next-gen IoT services.
SYS-CON Events announced today that WineSOFT will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Based in Seoul and Irvine, WineSOFT is an innovative software house focusing on internet infrastructure solutions. The venture started as a bootstrap start-up in 2010 by focusing on making the internet faster and more powerful. WineSOFT’s knowledge is based on the expertise of TCP/IP, VPN, SSL, peer-to-peer, mob...
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, discussed 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.
A strange thing is happening along the way to the Internet of Things, namely far too many devices to work with and manage. It has become clear that we'll need much higher efficiency user experiences that can allow us to more easily and scalably work with the thousands of devices that will soon be in each of our lives. Enter the conversational interface revolution, combining bots we can literally talk with, gesture to, and even direct with our thoughts, with embedded artificial intelligence, whic...
WebRTC sits at the intersection between VoIP and the Web. As such, it poses some interesting challenges for those developing services on top of it, but also for those who need to test and monitor these services. In his session at WebRTC Summit, Tsahi Levent-Levi, co-founder of testRTC, reviewed the various challenges posed by WebRTC when it comes to testing and monitoring and on ways to overcome them.
In his session at @ThingsExpo, Steve Wilkes, CTO and founder of Striim, will delve into four enterprise-scale, business-critical case studies where streaming analytics serves as the key to enabling real-time data integration and right-time insights in hybrid cloud, IoT, and fog computing environments. As part of this discussion, he will also present a demo based on its partnership with Fujitsu, highlighting their technologies in a healthcare IoT use-case. The demo showcases the tracking of patie...
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life settle...
The explosion of new web/cloud/IoT-based applications and the data they generate are transforming our world right before our eyes. In this rush to adopt these new technologies, organizations are often ignoring fundamental questions concerning who owns the data and failing to ask for permission to conduct invasive surveillance of their customers. Organizations that are not transparent about how their systems gather data telemetry without offering shared data ownership risk product rejection, regu...
The best way to leverage your Cloud Expo presence as a sponsor and exhibitor is to plan your news announcements around our events. The press covering Cloud Expo and @ThingsExpo will have access to these releases and will amplify your news announcements. More than two dozen Cloud companies either set deals at our shows or have announced their mergers and acquisitions at Cloud Expo. Product announcements during our show provide your company with the most reach through our targeted audiences.
SYS-CON Events announced today that Cloud Academy will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Cloud Academy is the industry’s most innovative, vendor-neutral cloud technology training platform. Cloud Academy provides continuous learning solutions for individuals and enterprise teams for Amazon Web Services, Microsoft Azure, Google Cloud Platform, and the most popular cloud computing technologies. Ge...
20th Cloud Expo, taking place June 6-8, 2017, at the Javits Center in New York City, NY, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy.