Australian Government Department

Customer Challenge

Health Assessments across the network and systems infrastructure identified the need for significant remediation to the IT environment.  At the same time the incumbent managed service contract was due for re-tender.

mcrIT Solution

End-to-end management of end-user computing, network, security and systems infrastructure, managed through ITIL procedures and availability and quality monitoring and reporting across all devices and systems.

This included:

• ​​Network remediation, developed from business requirements and including the deployment of three levels of WiFi access
• Citrix Xen Desktop remediation, significantly improving end-user experience and reducing service tickets by 25%
• ​Optimise configuration for maximizing perceived end-user performance
• Development of disaster recovery procedures and build of disaster recovery environment
• ​​A full-time on-site resource to facilitate quick response and personalised service for people-driven items such as end-user computing support, troubleshooting, moves, adds and changes
• ​Comprehensive monitoring of the entire environment, facilitating proactive and preventative maintenance, capacity planning and a full suite of executive reports and dashboards

Client Benefit

Delivered a seamless experience to staff, guests and delegates.

• Full access to an Australian-based service desk operation at a time when many providers off-shore this most critical component of service delivery
• Proactive maintenance, facilitating compliance and risk avoidance
• Completion of Penetration Test and IT Audit with significant improvement in IT Security risk profile
• Management dashboards for environment and service performance visibility at a glance
• Triage and management of incidents or changes pertaining to 3rd party vendors, on behalf of the client
• Weekly service meetings with Account Manager and Service Delivery Manager
• Increased responsiveness, including access to greater depth of skilled engineers and consultants which far exceeds the previous managed services provider