Global Support Global Support ModelsModelsHANNA TORNEUS - SKADDEN ARPSVIVIEN GUO - SNR DENTONMICHELE GOSSMEYER - SNR DENTON

Hanna Torneus - Skadden Arps

Global ProjectsGlobal Projects

• Challenges• End user integration• Worldwide

collaboration

Hanna Torneus - Skadden Arps

H E L P !

Remote AssistanceRemote Assistance

24/7Global Helpdesk

Network OperationsRemote Control

Hanna Torneus - Skadden Arps

Service Level AgreementService Level Agreement

SLA

Satisfaction

Hanna Torneus - Skadden Arps

Mobile DevicesMobile Devices

Can I have a new phone,

please?

Can I have a new phone,

please?

• Device selection• Security• Roaming• Cost control• Global rules – local variations

Hanna Torneus - Skadden Arps

About SNR DentonAbout SNR Denton

• More than 60 offices worldwide, across US, UK Europe Middle East, Russia and CIS, Africa, and Asia Pacific

• Around 1,500 attorneys• Mergers and Combinations

Dentons (SNR Denton, FMC and Salans)

• Recent development in Asia with offices in Beijing, Shanghai, Hong Kong and Singapore

• Asia Experience

Infrastructure for a Global FirmInfrastructure for a Global Firm• Datacenters

US datacentersUK datacenters

• Citrix platform

• Global WAN connection

• Establishment of new offices in Asia

• ChallengesISPsSupport levelUser expectations

Local and Regional CharacteristicsLocal and Regional Characteristics

• Languages 语言Implications of Asia Languages on IS systems

• Time DifferenceSupport hoursSystem maintenance windowNew user account activation

• Country specific limitationsShipping equipment Hardware specificationsGovernment regulations

• Local customs and global support standard and procedures

.

Local ResourcesLocal Resources

• Small offices and limitationsNo local onsite full time IS staff

• Global team support and utilize local resource

• Get to know local staff and develop relationship

• Utilize local third party contractors and consultant

• Manage local resourcesISPsPDAsLocally purchased equipmentLocal vendors and contractors/consultants

Economic Downturn Impact on CSEconomic Downturn Impact on CS

Challenges•Fewer staff•Less travel•Reduced training

Solutions•Communication/cross-training•Video•Association materials w/group discussions •Strengthen local support relationships

ILTA

Measuring User SatisfactionMeasuring User Satisfaction

• Full program with multiple approaches

Data privacy & security impactData privacy & security impact

User awareness Educate support to

understand impact

Two-way communication with Security

Questions???

Group BreakoutGroup Breakout

25 - 30 minutes > small group discussionsChoose a note-taker & someone to report back to the larger group

10 minutes > recapShare summary discussion from your group