BSG simplifies the process of managed WAN pricing, defining the cost of the service circuit by circuit. This means that our clients can view pricing as a clear and transparent monthly operational cost set against an agreed service level agreement. This transparent approach to pricing easily facilitates change should, for example, a new office be opened. In addition BSG will only start charging for the service once the complete managed WAN is up and running.

BSG's managed WAN offering is made up of the best technology from a range of best fit vendors. These vendors have inexpensive offerings in specific geographies, pooled together, to provide substantial savings under one SLA owned by BSG.

BSG provide a Service Delivery Manager to be a point of contact for critical problem management. With day to day operational responsibility for a client account, s/he ensures that a quick escalation path is established for any issues and that a strong communication channel is formed between the BSG operation teams, third parties and the client such that s/he can be sure that control processes are constantly adhered to and maximum efficiency and effectiveness is maintained in whatever the circumstance.

Targeted on providing the highest levels of customer satisfaction, the Account Manager will not only work with the SDM to ensure that day to day service is provided effectively but will also proactively manage the account. As part of this proactive management, s/he will schedule and conduct regular reviews of service activity to identify any patterns in service requests and/or technical problems that may hinder WAN performance.

Elements of WAN provision are owned by different connectivity providers across different geographical locations. A unique feature of BSG's service allows for 3rd party maintenance providers to share in the escalation of certain faults. For example, a router fault in Europe might be handed directly to a European maintenance provider, allowing BSG to simply monitor their SLA performance. In addition the same monitoring system can be used to control servers, storage devices and applications.

BSG can effectively remove the need for a client to administer its own IT function. For Managed WAN, BSG can, for example, administer the assigning of IP addresses, DNS configuration, firewall configuration and changes and the setting up of monitors and alerts required.

BSG's monitoring tools generate availability reports, which can be automatically emailed to the client on a daily/weekly/monthly basis. In addition, reporting is available showing performance against SLA, faults reported, resolution time etc. These reports can be tailored to meet the client's needs, both in terms of frequency and content.

Using best practice project management methodologies, BSG's transition management function ensures that the transition to a BSG managed WAN service is delivered on time and in budget and that change is controlled throughout the project lifecycle.

BSG take responsibility for liaising with existing providers to provide an overlap of services, ensuring the hand over reduces risk whilst minimising cost.

BSG will take ownership of the overall network architecture and overseeing any third party engineers

A comprehensive change control process imposes a necessary degree of discipline on the way technology is allowed to grow and develop within an organisation. Given the necessary emphasis on security when delivering WAN solutions, it is obvious that any uncontrolled changes to a firm's WAN infrastructure could lead to potential security issues. These issues must and can be avoided if each change is considered thoroughly in terms of risk and impact and executed via a clear and methodical process.

BSG's change request process is managed via the 24*7 service desk, ensuring that all changes are recorded and risks taken into account. Even changes which are often seen as minor amendments to the set up of a WAN such as a change in IP address and DNS configuration are dealt with in this manner to ensure that best practice processes are maintained.

When providing the skill set to offer managed WAN services, BSG not only allows its clients the ability to purchase highly skilled resource on a flexible basis, thus giving access to a wider skill base whilst avoiding any permanent cost for the client, but also allows the client to leverage off a 24x7 managed Network Operations Centre (NOC) and network infrastructure which has evolved from a multi-million pound investment on the part of BSG. Using this, our clients' total cost of ownership necessarily decreases providing a cost effective option for the client.

Although BSG manage each and every part of the managed WAN, clients may wish to have visibility of monitor alerts, utilisation and the progress made in resolving incidents. BSG are able to generate real-time email and SMS to clients in the event of a monitor alert being triggered. BSG's ServiceDesk enables the client to securely log on via a web browser to access the progress of their incidents in real-time. This transparency of problem management can be offered to all clients without compromising the degree of service offered.

A BSG Managed WAN is monitored and managed via our NOC located at BSG House in Central London and connected to the data centre via a secure managed WAN. Physical access to BSG House is manned 24 x 7 with tiered electronic key card access. CCTV monitors are located at exit and entry points with additional security levels protecting access to the NOC. BSG is one of the few companies operating in its market place to be ISO27001 certified for data centre and managed hosting and therefore any service managed by BSG is subject to the best practices used to gain this accreditation.

All BSG engineers are security aware (both in terms of physical and electronic security), and in many cases already checked against the Criminal Records Bureau. In addition, BSG are happy to comply with the security procedures of client organisations.

BSG operates an ITIL compliant ServiceDesk for all of its clients. Operating best practice processes and procedures, the ServiceDesk offers the client a dedicated line of escalation for all IT problems.

BSG's Managed WAN service uses BSG's real time monitoring systems, which in turn are integrated into the help desk system allowing automated trouble tickets to be generated and closed, as problems are resolved. The management system controls router configurations, disaster recovery of router configuration, change control request and logs, network diagrams and sophisticated performance analysis.

The pace of change in today's technology-driven environment is often dramatic and ensuring that IT systems cope with this change is an increasingly challenging undertaking. Continuous improvement and proactive management of the client's WAN environment is therefore imperative to derive the maximum value and performance on an ongoing basis. Through BSG's partner accreditations, technical expertise and ongoing investment in its own infrastructure, our clients are provided with WAN infrastructure that is effective and efficient today with a clear roadmap for the future.

As part of its managed service offering, BSG will consult with the client on a bi-annual basis (or more frequently if desired) to ensure that the current IT solution evolves innovatively and flexibly to ensure that it meets future business needs and takes advantage of new technologies such as SSL VPN's to improve productivity or methodologies which have been brought to market.

Whilst reporting is both necessary and available to ensure that the IT infrastructure is performing in line with business needs, it is also a good tool for ensuring continuous improvement of IT services. BSG is adept at analysing such information and reporting upon it, to ensure that best use can be made of it for the future operational needs of the organisation.

With a managed WAN, this is demonstrated, for example, through the network management tools used to monitor bandwidth and network performance, discovery and fault management. Monitors are set to agreed thresholds, enabling BSG to inform the client or take action as defined and agreed in the control processes should those threshold levels be reached, preventing problems before they occur.