Centralized End User Management for a F100 Global Distributor

CustomerFortune 100 Distribution

Major15000+ Employees

150+ Countries

ChallengesNo Centralized IT Support

systemSupport people in

distributed locationsCumbersome Helpdesk management process

Complexity in managing the entire desktop

lifecycle

ServicesEnd User Support

Services

End User Management• Centralized support for large base of IT Infrastructure with remote desktop

management support covering the entire technology• Protect Sensitive data, Centralize Patch Management, Manage AV clients and remove

spywares• Support User Remotely, adhering IT SLA, Managing desktop inventories, Empowering

self-service solutions• Configuring Image bare metal desktops, Standardize user workspaces• Availability of Desktop infrastructure on a 24x7 basis via a proactive monitoring and

troubleshooting support 45 global locations round the clock.

Snapshot• Managing 4000 Employee operating division• Incidents handled – 1500+ per day• Support – 24*7*365 Support• Resources – 15• IT Service Management tool – Service Now• SLA Terms – a) Response Time - Incidents assignments within 10 minutes of

detection of the incidents b) Average First Call Resolution (%) – 98%

Aspire Difference

Before Aspire• No 24 X 7 operations• Incidents handled through excels and

lack of standard process• Costs were high as local resources

were recruited for each region• Existing vendors worked as Silos and

lack of visibility towards TCO

After Aspire• Optimized the internal support

structure and reduced 20% of operational expenses

• Successfully Implemented ITIL process oriented help desk for efficient support process

• Focussed on lowering TCO (Total cost of ownership) by bringing in process optimization and best of breed tools