Customer Solution Case Study
IT Managed Services
Financial Services
Client Profile
An international arm of a large US-based asset management group, focused on delivering asset management services to institutional, retail and high net worth individuals.
Business Situation
The company needed to consolidate and modernize the way they provided technology support to their users. This encompassed desktop, network and security operations support, as well as streamlining and optimizing their operational processes. Additionally, they wished to reduce their overall support costs, all while improving service quality.
Situation
The company was looking to bring together and rationalize multiple approaches, toolsets and sets of operational processes in how they supported everything from their technology infrastructure to their internal end users. They needed to reduce procedural overhead, streamline operations and obtain a unified view of the workings of their operational environment, which encompassed an end-user Help Desk, server monitoring and management, data and voice networking, security monitoring and enterprise applications such as email and collaboration.
Solution
Innova Solutions implemented a full ITIL-compliant Service Management facility with proximity support, providing 24×7 support for a broad array of technology functions. A new end-user facing Service Desk became the entry point for the company’s staff to make service requests, report issues or request a visit from a service technician. Service requests can now be submitted via phone, email, text chat and a self-service web portal, which provides status updates as well. Common support requests are handled by directly by the Service Desk (including requests for password resets, creation of email accounts or application IDs, email accounts for iPhone/iPad/Android/Blackberry, PC/laptop troubleshooting, and remote software installation). Other issues that cannot be resolved remotely (hardware, mobile devices, RSA tokens, connectivity, VPN, etc.) will result in the dispatch of an Innova desktop support technician. Supporting the front-line Service Desk staff is an experienced team of Level 1/Level 2 support professionals performing SLA-based Incident Management, Event Management, Problem Management (including Root Cause Analysis), Capacity Management and Change Management. The Service Desk is also responsible for monitoring and managing infrastructural servers and devices to ensure 24×7 availability and optimal performance, including the wired and wireless networking infrastructure, network security devices, storage
infratructure, databases, email (including Blackberry Enterprise Server) and enterprise applications. Security management also covers protection of information assets through implementation of Data Loss Prevention mechanisms. Service Delivery Managers ensure operational processes are followed; daily performance metrics are aggregated accurately and timely; SLAs are appropriately met; and create regular executive summaries of Key Performance Indicators and SLA compliance.
Benefits
  • Coherent, consistent and efficient Service Desk and issue resolution processes constructed on the ITIL Framework for Service Management
  • Improved performance against SLA targets
  • More timely resolution of high severity incidents
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