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

Christian Brady

Partner