Managed Services

OPTIMIZING & SUPPORTING YOUR CLOUD ENVIRONMENT

In today's technology environment, a successful Managed Services experience is reliant on an established business strategy and service delivery model, as well as on finding the right implementation approach for your business needs.

Alcor Solutions Inc. offers you a customized approach and helps you to overcome the common barriers to Managed Services success, such as reactive technical and labor-intensive processes and inconsistent execution due to a lack of oversight and control. As a ServiceNow® Gold Services & ServiceNow® Silver Sales Partner, Alcor is dedicated to advancing the platform for transforming IT by automating and standardizing business processes and consolidating IT across the global enterprise. With more than 400 ServiceNow® implementations and 150 + integrations to its credit, Alcor Solutions Inc. offers more services, more real-life experience and more custom development expertise than any other ServiceNow® partner. Alcor implements a full spectrum of Managed Services offerings designed specifically for the ServiceNow® platform.

With Alcor's offerings, ServiceNow® customers can now fully experience Alcor's proven expertise to extend the value of their ServiceNow® investment. Alcor's deep understanding of the industry and company needs makes it possible for the client to save time and money on internal resources, as well as provide they reassurance the ServiceNow ® environment is handled in the most efficient way. Alcor Managed Services Offerings present flexible options to match your project needs and budget:

► Platform Management Service - Alcor provides end-to-end management of ServiceNow ® environment, including all Levels of support
► Remote Administration Service -Alcor provides remote administration support to assist your administrators, typically a customer is responsible for basic/ Level 1 ad min support
► Staff Augmentation Services -Alcor provides a dedicated staff who become a part of your team.

	Platform Management Service	Remote Administration Service	Staff Augmentation Services
	Continuous Improvement, Operational and Performance Reports, Value Added Services
Definitions	Alcor provides end to end management of customer's ServiceNow environment Level 1, Level 2, and Level 3 support Management of upgrades (limited to 2 times per year) Management of breakfix and small enhancement Comprehensive SLA	Alcor provides remote administration support to support customer's administrators Typically customer is responsible for level 1 /basic admin support Alcor is responsible for level 2 or level 3 Basic SLA	Alcor provides dedicated staff as part of customer's team At minimum dedicated 40 hours/per week for a month Alcor will provide Business Analyst support (recommend to be 10% of contracted hours) for value add activities
Staffing & Pricing Models	Staffing Model A team that is consist of a Service Manager, Support Analyst and SN Admins/Developers Pricing Model A fixed monthly fee with a fixed number of capacity/hours; The actuals can fluctuate up to 5% If the actual is 5% higher or lower than the fixed capacity, parties, we will charge the baseline + the increase If the volume is 25% or higher than the baseline, renegotiate	Staffing Model A team that is consist of a Service Manager, Support Analyst and Developers Pricing Model A bucket of hours to address a certain list of ongoing backlogs Customer needs to consume a minimum number of hours (40 hours/month) - use it or lose it Alcor bill by actuals on top of the minimum A minimum of 12 months contract term	Staffing Model A team that is consist of a Business System Analyst and dedicated staff for augmentation Pricing Model A fixed weekly run rate with dedicated staffing and Support Analyst support Support Analyst support hours/rate is built into the weekly run rate

Alcor Services Model

Advantages of Partnering with Alcor for Managed Services

► Evaluates the problem at its essence, analyzes your business needs, offers and delivers customized solution.
► Highly experienced in a variety of integrations not only within ServiceNow® platform, but also within other environments, such as SAP, Oracle or Salesforce®.
► Provides you with proactive IT support
► Help optimize the cost of development and support of applications built on the ServiceNow® platform, with providing reliable onshore and services company serving Fortune 500, Government offshore support.
► Helps you find a dedicated in-house talent to work with ServiceNow® and use the platform to it's full potential

Alcor is passionate about its thought leadership and believes that successful technology implementations and established business processes result equally from good business acumen and technology excellence expertise.

Why Choose Alcor?

► Well structured & dedicated team, built to support Managed Services and specialized in Strategy and Planning
► Flexible staffing approach to support custom requirements
► Integrated model of fast paced support & enhancements
► Ability to scale service over time and maintain management control over the service
► Provides its clients with true Value-Added Services

Alcor Experience

► ServiceNow® Gold Services Partner & Silver Sales Partner
► Largest dedicated Service Now® Gold Services Partner in US
► 200+ Clients, 400+ implementations
► 9.6CSATscore
► 30+ certified ServiceNow® Techno-functional and Technical Consultants

Agencies, and other leading organizations in multiple industry verticals across the Americas, Canada and India. Alcor is a ServiceNow® Gold Services and Silver Sales Partner. They also partner to Salesforce®, FireEye , Microsoft®, Dell, BOMGAR and BigPanda® amongst others. They advise leading businesses on cloud platforms, architecture, enterprise service management and integrating IT service delivery. They also provide business process consulting to capture, re-engineer and improve processes that can easily be automated to deliver real value. The Alcor team is derived from a combination of experts in consulting Business strategy, Cloud Technology and Organizational Change Management.