Maintain
Integrated IT infrastructure AMC and managed services
A Large Public-Sector OrganisationEnd-to-end IT infrastructure support for 6,000+ endpoints under a unified, SLA-driven service-management framework, covering network, servers, applications, EUC, ITSM, printers, UPS and associated IT assets.
At a glance
What the programme covered
6,000+
Endpoints supported
24x7
Support coverage
3-year
Contract, 2 years extendable
Multi-vendor
Multi-technology environment
The challenge
- The organisation required a single IT infrastructure partner to manage a diverse technology environment.
- Service availability had to be maintained with timely troubleshooting across the estate.
- Multiple OEMs and vendors needed coordinating under a unified service-management framework.
What we did
- Established a 24x7 support model with ITSM ticket logging and L1/L2 troubleshooting.
- Combined onsite support with structured OEM escalation through to resolution and closure.
- Brought network, compute, applications, workplace, power and asset scope under one framework.
Scope of delivery
Executed workstreams
Network
- Managed and unmanaged switches
- Network troubleshooting
Compute and data
- Servers
- Database
- Infrastructure support
Applications and ITSM
- In-house applications
- ManageEngine ITSM
- Incident and request management
Workplace
- EUC
- Desktops and laptops
- Printers
- Peripheral support
Power infrastructure
- UPS AMC and support
Asset and vendor management
- IT asset management
- OEM coordination
- AMC and warranty
- Spares and parts
Service delivery model
- 24x7 support and ITSM ticket logging
- L1/L2 troubleshooting and onsite support
- OEM escalation, resolution, closure and reporting
Governance and reporting
- Daily call reports and SLA/KPI tracking
- Ticket ageing and escalation management
- OEM/vendor tracking and asset visibility
Outcomes
What the customer got
- Single-window support across a multi-technology, multi-vendor environment.
- Improved IT availability and faster incident resolution.
- Centralised asset control, effective OEM management and integrated service governance.
- A unified, SLA-driven IT infrastructure AMC and managed-services model supporting network, servers, applications, EUC, ITSM, printers, UPS and associated IT assets.
Next step
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