Endpoint Services for a California-based Healthcare Organization with 5,000+ End-users
Endpoint Services for a California-based Healthcare Organization with 5,000+ End-users
Highlights
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Challenge
- The customer had challenges with a complex delivery model for endpoint services, asset count was not under control and there were cost constraints.
Scope
- Workplace services – DeskSide Support
- Asset management
- Depot services
- ITIL based service methodology
Solution
- Created an optimized resource model with combination of dedicated and dispatch support across all locations
- Completed a comprehensive asset verification project to manage asset inventory
- Provisioned same day and next business day SLA
- Example of “3S” – Strategic resourcing, streamlined ITIL processes, and smart technology
Technology Enablers
- SCCM and ServiceNow Technology Platforms
Result
- Optimized and simplified delivery model
- Proven elasticity in the model during the Covid Pandemic
- Good asset inventory control achieved top required SLAs
