Aluminum Production Company

Due to the financial crisis consequences and a severe IT budget cut, the company has made a decision to find a new partner to implement their IT outsourcing strategy.

The most important requirements were:

Ability to provide the 24/7 infrastructure reliably for this industrial company
Architecture solutions and service levels must support all business requirements, applications and processes to the highest standards

Key Challenges

The main goal was to build a reliable and effective team, which provides 2nd and 3rd lines technical support according to the customer requirements

Implemented our solution

A team of 9 engineers was created and trained for the 2nd line support of End user services.
This team was equipped with the Knowledge to provide a Managed Storage service.
Following customer discussions the change management process was reworked, the process and procedures were all documented, Additionally a change management team was created and trained to manage the change management process.

Products and technologies

End User services:
- Windows XP
- Windows Vista
- Windows 7
Managed Storage Service: NetAPP
Backup and Restore service:
- NetAPP Snapshot
- NetAPP SnapVault
- NetAPP SnapMirror
Workplace Application lifecycle management services:
- MSI
- Colibri

The Customer is the client of Fujitsu Group, with ICL Services (ICL Group company) providing services to it

Results

The team provides all levels of technical support, proactively works to discover on-going and planned infrastructure changes to meet the customers’ requirements
Full compliance with the customer business processes and requirements
Resources availability and flexibility
Competitive service costs
Continuous service improvement