Improving Managed Services Delivery Processes through Proactive Management

Xerox Business Services, LLC (Xerox) provides IT Outsourcing (ITO) managed services for everything from data centers to desktops to networks to voice to midrange mainframes for Fortune 500 companies. As clients increasingly turned to Xerox Services for help in implementing and managing VoIP, UC, and converged voice networks, John Truetken, Director of Network Architecture for Xerox ITO knew significant changes in their manual support model would be needed if they were to successfully expand their voice management services to meet their clients’ changing technology environments.  John identified the ReliaTel VoIP and UC Management solution from Tone Software as a technology that would move the Xerox Services voice services business forward.

After deploying ReliaTel as a proactive monitoring and management tool, John’s team expanded their visibility into their clients’ voice network performance and capacity trends, as well as any developing issues within the clients’ environment. ReliaTel provides a central management solution across the Xerox Services clients’ voice environments, with extensive alarming and notification capabilities that keep the Xerox Services team informed with essential diagnostic data needed to intercept and resolve issues before they become serious user-reported problems.

Beyond proactive monitoring, John noted additional benefits they’ve realized from the ReliaTel voice traffic reporting and capacity trending reports. Using ReliaTel, client performance and traffic data is automatically collected and stored, and client-specific traffic and capacity planning reports are automatically generated for the Xerox Services team and their clients. As a result, the team now has the key trending data needed to determine how busy client systems are, the rate of growth in voice traffic, and what the client’s future capacity needs will be.

Overall, from a Xerox Services cost perspective, John reports ReliaTel has improved their service delivery processes, and has reduced their costs of service delivery.

Read the entire Xerox ReliaTel Case Study at:  Xerox IT Outsourcing Moves Managed Services Business Forward with Reliatel

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