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