CASE STUDY

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Endpoint Management
Telecommunications

Project Highlights

Scope

  • Delivered comprehensive IT support for managing diverse operating systems.
  • Provided reliable data centre and hosting management services.
  • Streamlined operations through process automation and enhanced system configurations.
  • Supported critical tools and applications to ensure seamless functionality.
  • Boosted workforce engagement through innovative solutions.

Challenges Overcome

Addressed the need for effective multi-platform IT support.

Improved operational efficiency to meet SLAs.

Ensured seamless integration of tools and processes.

Enhanced team capabilities to support scalability.

Business Impact

The project achieved significant improvements to operations.

Solution SLA
Same-Day Solution Rate
Monthly Records Processed
Hours Average Solution Time
Daily Records Managed

These advancements improved service delivery, operational performance, and user satisfaction.

The Client

  • A leading organisation managing complex IT infrastructure.
  • Required reliable system support and operational efficiency.
  • Sought solutions to enhance scalability and streamline processes.
  • Prioritised meeting stringent SLAs and improving workforce engagement.
Telecommunications-Client

The Problem

The client needed a solution to:

  • Effectively manage diverse operating systems.
  • Consistently meet stringent SLAs.
  • Automate operations to enhance efficiency.
  • Implement innovative tools to engage employees and improve productivity.

The Solution

A tailored solution was developed to address these challenges:

Enhanced System Support

Delivered reliable management of diverse systems and tools.

Automation

Implemented bulk operation automation to improve efficiency.

SCCM Structure

Introduced a new SCCM structure to streamline processes.

Gamification

Activated a gamification application to boost team engagement and performance.

Team & Technology

Tech Stack Utilised

Operating Systems

  • Linux/Unix

Systems Management

  • Microsoft System Center Configuration Manager (SCCM)

Database

  • Oracle

Team Composition

15 professionals

The Outcome

The project transformed IT operations, delivering:

Operational Excellence

Achieved high SLA performance and faster resolutions.

Efficiency Gains

Automated processes to enhance productivity.

Scalability

Increased team capacity to handle growing demands.

Engagement Improvements

Boosted workforce productivity through gamification.

This solution empowered the client to manage IT operations effectively, ensuring reliability and adaptability.