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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

Challenge

Scope

Solution

Enablers

Result

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

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