Description of our IT Service Management

1. Corporate Overview
Presented By
Bobby Brea
Senior Field Executive

2. PC Mall Overview
• Founded in 1987
• $1.5 billion in revenue
• Approximately 2300 employees
• Publically traded on NASDAQ (MALL)
• One of the largest and fastest growing technology resellers
• Consistently profitable
• History or successful acquisitions
• History of successful spin offs

3. The PC Mall Services Family
Professional Services Lifecycle Services &
•Data Centers
Distributed Computing
•Borderless Networks •Installations
•Cloud Services •Configurations
•Microsoft •Systems Refresh
•Secure Mobility •Help Desk
•Collaboration •IMAC Services
•On-Site Staffing
Managed & Cloud Change Management
Services & eLearning
•Remote Managed Services
•Data Center Hosting
•Business Continuity
•Cloud Services
•Microsoft Hosting
PC Mall
Services
Portfolio

4. Strong Value Add
• Highest Levels of Manufacturer
Authorizations
• Road mapping of leading • Continuous Process Improvement
technologies to business Technology
requirements • Industry Preferred Practices
• Remote • Project Management
Remediation Process
Tools
• Reporting and Metrics
Optimization
• Leveraging and
optimizing current • ITIL Process Development
hardware and software
tool sets for greater ROI
• SLA Management
Customer Satisfaction
People
• Customer Satisfaction
& Experience
• Industry
• Technology Driven Career Path
Experience
• Highly Skilled and Trained Engineers

5. Strong Value Add
We provide “real world” services for our customers.
• Experience
o 25+ years experience delivering services to enterprise level companies
o Provides service to over 1 million seats for our customers
• Scalability & Knowledge
o On top of cutting edge technologies
o Continuous process improvement programs, financial strength, strong
industry relationships
• Flexibility
o Solutions are customized to your needs
o Flexible pricing options

6. IT Manufacturer Service
Authorizations
Fully-certified warranty support for all Tier l manufacturers including:
 Apple Authorized Service Provider
 Hewlett-Packard Authorized Service Provider
 Lenovo/IBM Premier Personal Computer Service
Business Partner
 Dell Warranty Parts Direct Participant
Toshiba Authorized Service Provider
 Lexmark Authorized Service Provider
 OKIdata Authorized Service Provider
 Panasonic Authorized Service Provider
 Samsung Authorized Warranty Service Provider

7. Solution Authorizations
Microsoft Gold Certified Partner
 Microsoft Large Account Reseller
 Microsoft Enterprise Software Advisor (ESA)
Hewlett Packard Elite Partner
 Storage Elite Partner
 Imaging & Printing Elite Partner
 ProCurve Elite Partner
 Elite Service Partner
Cisco Gold Certified Partner
Apple Direct Partner
 Certified Product Professional
 Certified Support Professional
Lenovo Premier Partner
IBM Premier Partner
VMware Authorized Consulting Partner
Symantec Premier Partner
Citrix Gold Solutions Provider

8. Certifications
Cisco Gold Partner Dell Enterprise Partner
 Certified Specialists: Sales Experts Microsoft Gold Partner
(CSE), Associates (CCNA, CCDA),
 Certified Specialists, MSCE, MCPS, MCPSI,
Professionals (CCNP, CCDP, CCIP, CCVP,
MCDBA, MCSA, MCSAM, MCSEM,
CCIE)
MCNPS
 ATP Video Surveillance
 Competencies: Advanced Infrastructure,
 ATP Physical Security
Networking Infrastructure, Information
 Advanced Data Center Network
Worker, Unified Communications
 Integration (CISCO UCS)
 Connected Real Estate SIP
 Converged Building Systems ATP Sun Certification & Expertise
 Digital Signage
Juniper Firewall, Infoblox DNS
VMware Premier Partner Ruckus/Trapeze Wireless
HP PartnerONE: EMC Certification & V-C-E Opportunity
 Intel, BladeSystem, Storage
APC Elite InfraStruXure Partner
IBM Advanced Business Partner:
 iSeries, xSeries, BladeCenter, Storage

9. Strategic Planning Solutions
Planning and Discovery Sessions
Focused on reviewing people, process and technology
across distributed computing platforms.
• Smaller groups with key stakeholders
• ½ day to 2 day sessions
• Sessions driven by a Consultant
• Executive Summary with recommendations
• Road mapping future state

10. Process Consulting
Process redesign and rebuilding can be a
challenging event and without key industry
knowledge and years of experience, a new process
can not have the desired effects if not done
correctly. SARCOM can help with proven process
consultants that can give that true “outside” view
and help implement a successful process
improvement plan.
• ITIL based Framework
• Proven Implementation Process
• Fixed fee or T&M

11. E-Procurement / OpsTRACK
• Developed in-house as an advanced
procurement management system
• Direct link to tier-one suppliers
• Convenient and cost-saving
• Incorporates leading technology
• Eases acquisition, authorization and
administration
• Software suite includes…
 Procurement Manager
 License Manager
 Asset Manager
 Optional Workflow Manager
BACK

12. Warehousing & Logistics
Facilities and Capabilities
• Three warehousing locations for improved shipping
and deployment times for those projects and
deployments that require national reach.
 Columbus, Ohio
 Memphis, Tennessee
 Irvine, California
• Over 500,000 sq feet of total warehouse space
• Controlled building access security
• On-site Security Teams for physical inventory
controls

13. Integration & Configuration
Facilities and Capabilities
• Three integration locations for improved shipping and deployment times
for those projects and deployments that require national reach.
 Columbus, Ohio
 Memphis, Tennessee
 Irvine, California
• Gigabit Ethernet capability to workstations
• 1 Terabyte SAN for images and customer data backup; VLANs for
security at each location

14. Integration & Configuration
Imaging Solutions
• ISO 9001-2000 Compliant Facility & Operations
• Image Management & Consultation
• Simple & Complex Integrations
• Staging & Asset Tracking
• Asset Tagging
• Inventory Reporting
• Customized Solutions
– High Touch, Complex Configurations
– Low Touch, Standard Manufacturer
Configurations

15. Project Management Solutions
PM Solutions include a fully staffed PMO to assist our
customers with deployments and standard IT service delivery
projects, including:
• On-site skilled PM’s to asset with IT projects
• Remote skilled PMO to integrate with current project
deployments and maintain timelines and budget targets
• Providing new and existing turnkey IT solutions
• We are scalable, knowledgeable and flexible
• Utilize a propriety standard methodology

16. Service Offerings
• Remote Managed Services • Data Center Hosting • Cloud Services
•24x7 NOC/ Monitoring: Server, • SAS70 Type II (Infrastructure as a Service)
Storage, Network, Applications •VMWare Servers
•Proactive Management: OS, • N+1 Infrastructure •SAN Storage
Servers, Network, Storage • High Density •Internet Bandwidth
•Operations Desk Support
•Customer Premise or Hosted • Owned & Operated •iSeries Ready Access
•Backup & Recovery Services
Systems Hosting Cloud
Monitoring &
Management Services Computing
• High Availability Business • Microsoft Hosting Services
Recovery (MCS/BPOS)
• Customer owned or • Exchange 2007
provided as a service • SharePoint 2007
• Testing & Recovery • Office Communication
Support Server
• On-Demand Resources • CRM
Business Microsoft
Continuity Hosting

17. Remote Managed Services
Service Delivery Operation Model
Operations Service Managed Business Service
End Users
Desk Services Monitoring
(Reactive Support) (Proactive Sys Mgmt)
Applications
Portals Desktop ERP
eMail
Servers Help Desk Servers
CRM
Monitoring OS
Database
eCommerce
NOC Network Web
Network
On Site Data Center VoIP
Cloud

18. Help Desk
• SARCOM Service Desk was established in
1996 and is located in Columbus, OH
• Open 24 hours a day – 365 days a year
• Staffed by 60 Skilled Analysts supporting
over 50 Clients
• ACD (automated call distribution) system
• Incident Management Tool - SARTrac
• Knowledge tools
• Computer lab

19. Field Service
Overview
• Our People
– 550+ Certified Engineers, Technicians,
and Project Managers
– Carry Over 4,400 Certifications &
Authorizations
– Customer Service Focused
• Back-office Expertise
– Centralized Administrative and Logistical
Model providing consistent, efficient
services
– Proven Methodologies and Process
– Service Management Systems

20. Field Service
Equipment Types Covered
 Servers
 Desktops
 Printers
 Routers
 Switches
 Patch Panels
 Phone Systems
 Plasma / LCD Screens

21. Outsourcing
Cost Considerations
• Turnover Ratio Percentage (Represents the number of employees turned over
within a year based on the average turnover rate and the impact associated with
that turnover
• Backfill Costs in Days For Sick Time, Vacation, Training, etc.
• Training Costs (Average amount spent on training each year for each associate)
• Opportunity Costs (Indirect costs incurred from time devoted to support that
could be spent on Strategic I/T Initiatives)
• Area Manager (Estimate of time spent attending to resources or processes)
• Director/CIO (Estimate of time spent attending to resources or processes)
• Reporting and Metric Analysis (Time spent each month analyzing ticket data and
preparing reports)
• Infrastructure Load on Resources (Rent, Utilities, Telecom, Furniture, PCs, Cell
Phones, Pagers, Supplies, Transportation Costs and Equipment, Payroll Support
Staff, HR Support Staff, Etc.)
• Outside help needed for trouble tickets and additional support requirements
(support cannot be done with current skill set employee)

22. Outsourcing Approach
Transition Planning Implementation Steady State Optimization
• Account Start-Up • HR Management • Run the operation • Drive Efficiencies
• Assign Team • Employees Switchover • Manage customer • Retool Processes
• Define Processes • Outbound Communication expectations • Alternative Solutions
• Maintain Current Business • Implement & Refine • Manage call volume • Evaluate emerging
• Validate Assumptions Processes • Ensure customer technologies
• Planning • Process & Project satisfaction • Focus on:
• Reporting Management • Meet SLAs • People
• Communication • Metrics & Reporting • Reporting • Process
• Operational Cutover • Technology
Program Management

23. Value Proposition
Our solutions are built on an approach that focuses on
core impact areas to lower risk
Cost •
•
Minimizes transition costs
Hard cost savings
Savings • Increased utilization of existing staff allowing for greater employee retention
• Leverages our branch and virtual employee base to reduce cost and
increase customer satisfaction
Customer •
•
Offers a support model that retains a percentage of customers staff
Uses local branch management during implementation phase
Satisfaction • Improved employee retention reducing risk of service interruption
• Promotes quick transition to steady state after implementation objectives are
complete and operations stabilizes
• Increased location coverage providing improved SLAs
• Similar engagements with other clients
• Solution components are part of our core competency
Experience • Over 25 years of experience

24. Field Service
On-Demand IT Services
• Remedial Maintenance
• Preventative Maintenance
• Warranty Support
• Engineering & Field Change Orders and Advisories
• End to End Infrastructure Support and
Management
• Network Infrastructure Maintenance Support
• IMAC Services
• Desk Side Support Services
• Time and Material and Block Contract Support

25. Field Service
National Coverage
• National
Coverage
including
Hawaii & Alaska
• 99% of all zip
codes covered

26. Systems Refresh / Deployments
From day to day single PC refreshes, to large scale deployments of
thousands of PC’s, SARCOM uses our capabilities of warehousing,
imaging, and national deployment teams, along with our PMO to
provide seamless IT lifecycle refresh services.
• 700+ Certified
Engineers,
Technicians, and
Project Managers
• Over 4,400
Certifications &
Authorizations
• Customer Service
Focused

27. Recycling & Disposal
End of Life Management
• Pick up of all equipment from your locations
• Physical audit of all items received
• Data erasure and overwriting of hard drives
• Data storage devices can be physically destroyed
• Disposal/recycling is EPA-compliant; transfer of title or certificate
of recycle is provided
• Schedule Management to ensure on-time pickup
• Delivery for any assets redeployed
• Reporting