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Information
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Support Services |
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| Example: Jacobs IT Computer Operations Group, multiple locations worldwide | |||
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Jacobs’ IT Computer Operations Group provides global technical services and support to all of Jacobs’ business units and clients across 60 offices in more than a dozen countries. This group provides installation, configuration, administration, and support of all regional and site operations, server operations, messaging services, LAN/WAN services, technical desktop services, help desk services, and security. The Jacobs corporate IT environment parallels, in many
ways, our customers’ IT systems. With more than 30,000 IT users
distributed on multiple but interconnected worldwide company networks,
we appreciate the complexities of providing information technology services
to a diverse customer base. We have also developed significant capabilities
and proven expertise in supporting the IT environment of large Government
installations. We provide support from both a centralized and local
service delivery model in accordance with business requirements. Our
defined global standards in processes, procedures, hardware, and software
ensure consistency in service delivery. In addition, we continuously
improve our service delivery processes by measuring systems and server
availability, technical support, and customer satisfaction within a
quality improvement model. This includes tracking performance against
established metrics (i.e. Service Level Agreements) such as server uptime/availability/performance,
database availability, circuit availability, desktop uptime, WAN connectivity/performance,
messaging availability, help desk statistics, and customer Results and Benefits – Jacobs’ IT Computer Operations Group provides a world-class level of service to its customers. By consolidating IT support services within this group, we have aligned the delivery of Information Services and Technology with the Jacobs business model, simplified, and delineated clear lines of responsibility, established a continuous improvement process around a framework of service delivery, and created a truly global IT organization. Also, by measuring performance in service delivery against established metrics, we have lowered IT support costs while at the same time improving the quality of service.
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