Large global automobile company HQ out of Southern California
Challenge
They wanted to move from staffing solution to a managed service model. Also improve on costs and drive multiple end-user transformation projects. Provision white-glove services for premium end-users.
Scope
- Provisioned a shared service desk across all US business entities
- Optimize the resourcing model
- Helped drive end-user transformation initiatives, including patch management through SCCM, manage non-windows devices and also perform image engineering
Solution
- Deployed an optimized resource model with centralized service desk
- Deployed ITIL process
- Provisioned resources also for Korean language support
- Provisioned remote support for end users
- ADSL embarked on a transformation roadmap for digital workspace solutions
Technology Enablers
- ITSM homegrown Platform
- Microsoft office 365
- SCCM
- Software center
- Asset Management in SAP
- Transformation projects – Windows
Migration, Image Engineering using SCCM
Result
- The transition helped convert the service delivery model from pure staff augmentation to a managed service methodology
- Avg resolved incident volume of 1,085 per month with an average time to resolve of 2.20 days per incident
- Avg time to resolve on HIGH PRIORITY tickets is 0.31 Days per ticket
- Strengthened end-user device security
- Avg resolved service request volume of 970 per month with an average time to resolve of 2.90 days per request
- Saved the client estimated $250k/month by completing prior to Windows 7 support from Microsoft ending