Critical Service Support

An Business Model for Critical Uptime Engineering

Supporting customers with an engineering-led support service focused on
maintaining resilience within critical environments
Critical Service Support Ltd. 2011. All rights reserved.

Critical Service Support

Business model

An Overview of Critical Uptime Engineering

PARTNER
NETWORK

KEY
ACTIVITIES

OFFER

CUSTOMER
RELATIONSHIPS

CUSTOMER
SEGMENTS

Who will assist us

in delivering the
product or
service?

What are activities

to deliver service?

What business
offer are we
making?

What kind of
customer
relationship will we
have?

Who are the

customers?

KEY
RESOURCES

DISTRIBUTION
CHANNELS

What resources do
we need to deliver
this? What assets
are required?

How do we deliver
the product or
service to the
customer?

COST STRUCTURE

What are the costs to

provide the product or
service?

REVENUE STREAMS

How do we get
paid?

Critical Service Support

An Overview of Critical Uptime Engineering

Business model

PARTNER
NETWORK

KEY
ACTIVITIES

Who will assist us

Specialist
Specialist
in delivering the
suppliers
suppliers
product or
service?

Health,
Health, Safety
Safety &
&
Environment
Environment
Training
Training
organizations
organizations
Industry
Industry
accreditation
accreditation

Critical
What are
uptime
activities
Critical
uptime
to
deliver
service?
engineering
engineering
Compliance,
Compliance,
carbon
carbon &
& energy
energy
R3
R3

CUSTOMER
RELATIONSHIPS

OFFER

Cost
Cost

KEY
RESOURCES

Tech.
Tech. resource
resource
What resources do
we needdriven
to deliver
Process
Process
driven
this? What assets
are required?

Support
Support
methodology
methodology

Critical
What business
Critical
offer are we
Engineering
Engineering
making?
Support.
Support.

Partnership
What kind of
Partnership

Delivered
Delivered through
through
stand-alone
stand-alone
business
business unit
unit to
to
provide
bespoke
provide bespoke
independent
independent and
and
unbiased
unbiased technical
technical
solutions
solutions to
to
customers
customers who
who
have
have critical
critical
environments
environments to
to
be
be maintained.
maintained.

customer
customer to
to
manage
critical
manage critical
operations.
operations.

customer
Strong
relationship
Strong
relationship
relationship
will we
and
and trusted
trusted
by
have?by

DISTRIBUTION
CHANNELS

Through
existing
Through
existing
How do we deliver
customers
customers
the product or
service to the
customer?
To
bids
To support
support
bids
for
new
contracts
for new contracts

COST STRUCTURE

Management
Helpdesk
Management &
&
Helpdesk
What
are the costs to
engineering
engineering
provide
the product or
Compliance
&
team
Compliance
&
team
service?
audit
team
audit team
Analytical
Analytical tools
tools

CUSTOMER
SEGMENTS

Finance
Who are the
Finance
customers?

Commercial
Commercial
Media,
Media, ISPs
ISPs &
&
Communications
Communications
Defence
Defence
Government
Government
CoLo
CoLo // Tech.
Tech.

REVENUE STREAMS

Training
Training
of
of key
key
resource
resource
IT
IT

Contract
Contract
revenue;
revenue;
embedded
embedded
or
or through
through
variation
variation

On
On cost
cost plus
plus
How
do
we
basis
as
basis as get
paid?by
required
required
by
customer
customer

Investment
Investment
to
to secure
secure
future
future work
work
or
or innovation
innovation

Critical Service Support

Unique selling points

An Overview of Critical Uptime Engineering

PARTNER
NETWORK

KEY
ACTIVITIES

Who will assist us

Specialist
Specialist
in delivering the
suppliers
suppliers
product or
service?

Health,
Health, Safety
Safety &
&
Environment
Environment
Training
Training
organizations
organizations
Industry
Industry
accreditation
accreditation

Critical
What are
uptime
activities
Critical
uptime
to
deliver
service?
engineering
engineering
Compliance,
Compliance,
carbon
carbon &
& energy
energy
R3
R3

CUSTOMER
RELATIONSHIPS

OFFER

Cost
Cost

KEY
RESOURCES

Tech.
Tech. resource
resource
What resources do
we needdriven
to deliver
Process
Process
driven
this? What assets
are required?

Support
Support
methodology
methodology

Critical
What business
Critical
offer are we
Engineering
Engineering
making?
Support.
Support.

Partnership
What kind of
Partnership

Delivered
Delivered through
through
stand-alone
stand-alone
business
business unit
unit to
to
provide
bespoke
provide bespoke
independent
independent and
and
unbiased
unbiased technical
technical
solutions
solutions to
to
customers
customers who
who
have
have critical
critical
environments
environments to
to
be
be maintained.
maintained.

customer
customer to
to
manage
critical
manage critical
operations.
operations.

customer
Strong
relationship
Strong
relationship
relationship
will we
and
and trusted
trusted
by
have?by

DISTRIBUTION
CHANNELS

Through
existing
Through
existing
How do we deliver
customers
customers
the product or
service to the
customer?
To
bids
To support
support
bids
for
new
contracts
for new contracts

COST STRUCTURE

Management
Helpdesk
Management &
&
Helpdesk
What
are the costs to
engineering
engineering
provide
the product or
Compliance
&
team
Compliance
&
team
service?
audit
team
audit team
Analytical
Analytical tools
tools

CUSTOMER
SEGMENTS

Finance
Who are the
Finance
customers?

Commercial
Commercial
Media,
Media, ISPs
ISPs &
&
Communications
Communications
Defence
Defence
Government
Government
CoLo
CoLo // Tech.
Tech.

REVENUE STREAMS

Training
Training
of
of key
key
resource
resource
IT
IT

Contract
Contract
revenue;
revenue;
embedded
embedded
or
or through
through
variation
variation

On
On cost
cost plus
plus
How
do
we
basis
as
basis as get
paid?by
required
required
by
customer
customer

Investment
Investment
to
to secure
secure
future
future work
work
or
or innovation
innovation

Critical Service Support

An Overview of Critical Uptime Engineering

Unique selling points

Critical
Uptime
Engineering

R3
Process
Driven

Analytical
tools

XXX will construct a service offering based on an understanding of the

electrical and mechanical infrastructure and component assets along
with the technical competency of the engineering resource and
supported by leading QHSE and operating processes.
R3 is the combination of three parts of our maintenance offering; the
skills of the engineering resource, the technology that drives them and
the processes that ensure the most efficient utilisation of their time.
Together, this ensures we get the right thing, completed in the right
way in the right timescales.
Strong engineering support requires tried, tested and validated
processes to manage and control the complex and multiple interfaces we
have with the critical environment. With processes built from the bottom
up around critical installations, XXX have an established framework that
can be applied to meet all customer requirements.
Within XXX, it is essential for us to have a robust set of analytical tools in
place to support our ongoing performance. With tools available, such as
thermography, acoustic monitoring, six-sigma, carbon and energy
5
monitoring and SPOF analysis, operational risk can be reduced
significantly.

Thank you
info@cssconsultancy.com
07983 578485 (Chris Payne)

Critical Service Support

An Overview of Critical Uptime Engineering
Supporting customers with an engineering-led support service focused on
maintaining resilience within critical environments
Critical Service Support Ltd. 2011. All rights reserved.