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Microsoft Contracts With Norwalk, Conn., Siemens Office for Support Services

Posted on: Friday, 10 June 2005, 00:00 CDT

Jun. 10--Computer software giant Microsoft Corp. has signed a multi-year contract with Siemens Business Services Inc. that will expand the reach of the company's Norwalk offices around much of the world.

The multi-year contract calls for Siemens to provide on-site, desk-side support services to 70,000 computer work stations in 57 countries in the Americas, Europe, the Middle East, India and Africa. Terms of the contract, which expands an agreement with Microsoft that covers North and South America, were not released. In most cases, Siemens personnel will be on-site or readily available to Microsoft workers needing help. "Microsoft is pleased to continue and extend our relationship with Siemens Business Services," said David Loofburrow, Help Desk Group manager for Microsoft.

In addition to a broadened geographic scope, the new contract includes the establishment of a Global Program Management office to undertake and oversee continuous improvement efforts and reduce support costs for the software giant.

"The flexibility and operational excellence required to deliver services on a global level are Siemens' core strengths," said John McKenna, chief executive officer of Siemens Business Services Inc. North America. Business Services is one of Munich-based Siemens' operating companies in the United States. The Norwalk-based operation focuses on systems integration and management of information technology infrastructures and outsourcing. In fiscal 2004, the U.S. operations of Siemens Business Services achieved worldwide sales of $6.2 billion.

Expanding the previous contract is an achievement for Siemens Business Services, said Eric Lundquist, editor-in-chief of eWeek, a weekly technical publication of Ziff-Davis focus.

"It's a marquee account -- one they can wave their flag about," he said, questioning, however, the cost of keeping Siemens staff at Microsoft locations. "A help desk has to be addressed through technology."

Although Microsoft is a respected player in the computer industry and seems an unlikely candidate for outsourcing IT support, Lundquist said outsourcing the task of providing computer assistance is a money-saver. One of the more common problems raised by computer users is simply forgotten passwords, he said, estimating that 30 percent of requests for assistance from a help desk involve passwords.

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MSFT, SI, SIE,

Source: The Stamford Advocate, Stamford, Conn.

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