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Microsoft Services Asia

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Microsoft Services Asia

Microsoft Services Asia is a subsidiary of Microsoft Corporation’s global Services division that delivers professional information technology (IT) services across Asia to both enterprise and consumer customers. Its aim is to help business enterprises make the most out of their IT investments, through consulting and deployment services.

Microsoft Services Asia has now more than 4,500 people working across 17 countries in the Asia Pacific & Japan region.[1] It has offices in Australia, Bangladesh, Brunei, China, Hong Kong, India, Indonesia, Japan, Korea, Malaysia, New Zealand, Philippines, Singapore, Sri Lanka, Taiwan, Thailand and Vietnam. The headquarters of Microsoft Services Asia is in Singapore.

History

The Microsoft Services division was established in 1990 to provide professional services for its enterprise customers. The introduction of [[Client–server model}client server technologies]] created opportunities for an explosion of corporate desktops and a need for a dedicated enterprise strategy division within Microsoft. The growth of the internet in the nineties and the subsequent rise in corporate spending fueled the growth of this sector as well.[2]

Microsoft Services

The Microsoft Services organization provides IT consulting services and solutions through a network of IT professionals all around the world. It deals with more than 27 million customer inquiries each year, helping organizations plan, deploy and run their current and future IT investments in support of their business goals. It also provides consumer customers and business partners with end user support services.

There are 3 major service offerings: Enterprise Strategy, Consulting and Premier Support.[3]

Organizational Structure

Enterprise Strategy

Enterprise strategy provides high-level consulting services where an employee, called an Entreprise Architect (EA), is attached to the customer to provide strategic consultations regarding the company’s IT architecture. The EA assesses the customer’s IT infrastructure from a business perspective, before engaging with the customer to come up with a strategic plan to manage their IT investments and support the customers’ business goals.[4]

Consulting

Consulting Services consist of Architecture and Planning, Technology Optimization Services, Business Productivity Services and Industry Services across the solution life cycle from planning to deployment.[5] The Consultants assist with the adoption and deployment of Microsoft technologies employed, especially in areas of technology optimization and business application services.

Premier Support

Premier Support caters to different IT environments and needs by offering different levels of service.[6] There are five levels of Premier Support offered – Foundation, Standard, Mission Critical, Plus and Ultimate - ranging from proactive services to problem resolution services.

Broad Customer Service and Support

Microsoft Services Asia provides commercial and consumer support, customer service, and call center program support.

Enterprise customer support consists of a 24-hour support team that is available online, or through email and telephone, to resolve the customer’s problems. There is also self-help and community content, community available on the Microsoft Support website, for a variety of Microsoft products and services. It also provides hands-on assistance to enhance the customer’s IT investments and the knowledge of its IT staff.

Microsoft Services Asia has three Customer Support Centers. These are in Shanghai, China; Tokyo, Japan and Bangalore, India.[7]

Global Delivery

The Microsoft Global Delivery organization oversees the delivery of engagements from prospecting to deploying. The Global Delivery organization is based out of Hyderabad, India with over 350 employees.[8]

Key Players

Michiel Verhoeven, Vice President, Asia

Yen Tseng, General Manager, Enterprise Services, Greater China Region

Yuji Yamaga, General Manager, Enterprise Services, Japan

Meetul Patel, General Manager, Enterprise Services, India

Amit Sircar, General Manager, Global Delivery

James Stanbridge, General Manager, Premier Field Engineering, Asia

Thomas Payyapilli, General Manager, Global Technical Support Centre

Wing-Dar Ker, General Manager, Customer Service and Support, Asia Pacific and Greater China Region

Junko Sasaki, General Manager, Customer Service and Support, Japan

Jovina Ang, Director, Marketing Communication, Asia

References

  1. ^ Fy Teng, Microsoft is Services! Computerworld News, July 2011 www.computerworld.com.my
  2. ^ Elevate your business with Microsoft Services, Asia Rise edition, November 2011
  3. ^ Realise the Future with Microsoft Services, February 2012 http://www.asiafuturesmag.com/Article/ItemId/149/realise-the-future-with-microsoft-services.aspx
  4. ^ J. Peter Bruzzese, Making sense of Microsoft Services’ offerings, created 21-05-12 Infoworld.com
  5. ^ J. Peter Bruzzese, Making sense of Microsoft Services’ offerings, created 21-05-12 Infoworld.com
  6. ^ J. Peter Bruzzese, Making sense of Microsoft Services’ offerings, created 21-05-12 Infoworld.com
  7. ^ Fy Teng, Microsoft is Services! Computerworld News, July 2011 www.computerworld.com.my
  8. ^ http://www.microsoft.com/india/msindia/msindia_aboutus_mgsi.aspx
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