Welcome!

Python Authors: Matt Davis, Jyoti Bansal, Pat Romanski, Donald Meyer, Liz McMillan

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 Internet of Things is clearly many things: data collection and analytics, wearables, Smart Grids and Smart Cities, the Industrial Internet, and more. Cool platforms like Arduino, Raspberry Pi, Intel's Galileo and Edison, and a diverse world of sensors are making the IoT a great toy box for developers in all these areas. In this Power Panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists discussed what things are the most important, which will have the most profound e...
Multiple data types are pouring into IoT deployments. Data is coming in small packages as well as enormous files and data streams of many sizes. Widespread use of mobile devices adds to the total. In this power panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists will look at the tools and environments that are being put to use in IoT deployments, as well as the team skills a modern enterprise IT shop needs to keep things running, get a handle on all this data, and deli...
With billions of sensors deployed worldwide, the amount of machine-generated data will soon exceed what our networks can handle. But consumers and businesses will expect seamless experiences and real-time responsiveness. What does this mean for IoT devices and the infrastructure that supports them? More of the data will need to be handled at - or closer to - the devices themselves.
SYS-CON Events announced today that Grape Up will exhibit at SYS-CON's 21st International Cloud Expo®, which will take place on Oct. 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. Grape Up is a software company specializing in cloud native application development and professional services related to Cloud Foundry PaaS. With five expert teams that operate in various sectors of the market across the U.S. and Europe, Grape Up works with a variety of customers from emergi...
@ThingsExpo has been named the Most Influential ‘Smart Cities - IIoT' Account and @BigDataExpo has been named fourteenth by Right Relevance (RR), which provides curated information and intelligence on approximately 50,000 topics. In addition, Right Relevance provides an Insights offering that combines the above Topics and Influencers information with real time conversations to provide actionable intelligence with visualizations to enable decision making. The Insights service is applicable to eve...
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.
Bert Loomis was a visionary. This general session will highlight how Bert Loomis and people like him inspire us to build great things with small inventions. In their general session at 19th Cloud Expo, Harold Hannon, Architect at IBM Bluemix, and Michael O'Neill, Strategic Business Development at Nvidia, discussed the accelerating pace of AI development and how IBM Cloud and NVIDIA are partnering to bring AI capabilities to "every day," on-demand. They also reviewed two "free infrastructure" pr...
The 20th International Cloud Expo has announced that its Call for Papers is open. Cloud Expo, to be held June 6-8, 2017, at the Javits Center in New York City, brings together Cloud Computing, Big Data, Internet of Things, DevOps, Containers, Microservices and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportunity. Submit your speaking proposal ...
New competitors, disruptive technologies, and growing expectations are pushing every business to both adopt and deliver new digital services. This ‘Digital Transformation’ demands rapid delivery and continuous iteration of new competitive services via multiple channels, which in turn demands new service delivery techniques – including DevOps. In this power panel at @DevOpsSummit 20th Cloud Expo, moderated by DevOps Conference Co-Chair Andi Mann, panelists will examine how DevOps helps to meet th...
NHK, Japan Broadcasting, will feature the upcoming @ThingsExpo Silicon Valley in a special 'Internet of Things' and smart technology documentary that will be filmed on the expo floor between November 3 to 5, 2015, in Santa Clara. NHK is the sole public TV network in Japan equivalent to the BBC in the UK and the largest in Asia with many award-winning science and technology programs. Japanese TV is producing a documentary about IoT and Smart technology and will be covering @ThingsExpo Silicon Val...
Five years ago development was seen as a dead-end career, now it’s anything but – with an explosion in mobile and IoT initiatives increasing the demand for skilled engineers. But apart from having a ready supply of great coders, what constitutes true ‘DevOps Royalty’? It’ll be the ability to craft resilient architectures, supportability, security everywhere across the software lifecycle. In his keynote at @DevOpsSummit at 20th Cloud Expo, Jeffrey Scheaffer, GM and SVP, Continuous Delivery Busine...
SYS-CON Events announced today that Hitachi, the leading provider the Internet of Things and Digital Transformation, 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. Hitachi Data Systems, a wholly owned subsidiary of Hitachi, Ltd., offers an integrated portfolio of services and solutions that enable digital transformation through enhanced data management, governance, mobility and analytics. We help globa...
SYS-CON Events announced today that T-Mobile 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. As America's Un-carrier, T-Mobile US, Inc., is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The Company's advanced nationwide 4G LTE network delivers outstanding wireless experiences to 67.4 million customers who are unwilling to compromise on ...
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...
NHK, Japan Broadcasting, will feature the upcoming @ThingsExpo Silicon Valley in a special 'Internet of Things' and smart technology documentary that will be filmed on the expo floor between November 3 to 5, 2015, in Santa Clara. NHK is the sole public TV network in Japan equivalent to the BBC in the UK and the largest in Asia with many award-winning science and technology programs. Japanese TV is producing a documentary about IoT and Smart technology and will be covering @ThingsExpo Silicon Val...
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.
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.
With major technology companies and startups seriously embracing Cloud strategies, now is the perfect time to attend @CloudExpo | @ThingsExpo, June 6-8, 2017, at the Javits Center in New York City, NY and October 31 - November 2, 2017, Santa Clara Convention Center, CA. Learn what is going on, contribute to the discussions, and ensure that your enterprise is on the right path to Digital Transformation.
Most technology leaders, contemporary and from the hardware era, are reshaping their businesses to do software in the hope of capturing value in IoT. Although IoT is relatively new in the market, it has already gone through many promotional terms such as IoE, IoX, SDX, Edge/Fog, Mist Compute, etc. Ultimately, irrespective of the name, it is about deriving value from independent software assets participating in an ecosystem as one comprehensive solution.
SYS-CON Events announced today that Hitachi Data Systems, a wholly owned subsidiary of Hitachi LTD., 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. Hitachi Data Systems (HDS) will be featuring the Hitachi Content Platform (HCP) portfolio. This is the industry’s only offering that allows organizations to bring together object storage, file sync and share, cloud storage gateways, and sophisticated search an...