Recent Project for a Global Healthcare Provider.
Companies outsource for a variety of reasons including: cost, IT strategy, technical resource flexibility, short-medium term expediency. Here’s a case in point…
Company employing 500+ staff with numerous B2B and B2C customers, using 700+ servers, devices, apps and end-points in several data centres in UK, New Zealand and Australia. Their applications are hosted in several environments including development, user acceptance testing and production, each with differing needs, SLAs, KPIs, and with complex migration paths and processes.
We were engaged to implement and manage an outsourced service desk and network operations centre, initially for 6 months as they moved their IT functions to the cloud and internal resources were reduced.
The cost reductions demonstrated by us exceeded 60% versus internal staff. Additionally we were able to provide native speakers in several European languages.
Further, based on ITIL standards we gave the customer strong and robust processes and measurement to better define and implement SLAs and KPIs.
Aotea met 99% of the customers SLAs and KPIs.
Download the ITIL Service Desk brochure for more information.