Case study

Establishment of a managed service for an end-user compute (EUC) estate.

A Government department required a managed service for the 2nd and 3rd line support of their end user estate and associated back end technologies to provide a professional and comprehensive support to their circa 6,000 user base.

The estate was a complex environment passed from supplier to supplier over a number of years with areas that were regularly causing significant outages to the users through a combination of overly complex configurations or lack of proactive management from previous suppliers.

Following an initial discovery process the department required a rapid transition of services from an existing incumbent supplier to exit them from an existing contract without incurring extension penalties.

A Netcompany team was deployed to perform the initial discovery and analysis exercise to determine the most appropriate and cost-effective team to provide the ongoing 24/7 managed service.

Following the discovery, a team was established near the client to provide a dedicated managed service to deliver the support across the technology estate including the Windows desktop, core applications, AD, SCCM, Exchange, SCOM, Azure components and other technologies.
 

Results

• The team quickly determined the services in scope for the managed service and designed a transition plan to take the services over from the incumbent supplier
• The team was established, and the services transitioned over earlier than planned to support the department in minimising costs being incurred by the department
• A series of proactive checks were established twice daily which has to date prevented multiple outages and improved the service to the end users
• Further service improvements have now been identified and recommended to the department to simplify the estate and further improve the end user experience through enhancements in stability and performance