UST Global is a leading provider of end-to-end IT services and solutions for Global 1000 companies. UST Global delivers pragmatic IT solutions that allow clients to consistently achieve their most critical business objectives. Currently, UST operates in North America, Europe, Asia Pacific and India.
UST Global has vast teams in multiple countries and is a leading provider of IT services and solutions for Global 1000 firms. At the time, UST had over 7000 desktops and servers across 15 countries, and did not have clearly defined processes for IT infrastructure management.
Desktop and server management consumed the bulk of IT labor costs at UST, thus an effective management strategy was needed to reduce costs and to create a more agile IT organization. UST Global required world class support services at a reduced cost to users across 15 countries and different time zones.
Eureka was tasked with providing remote support for all users across different countries around the world, while remotely managing 2 ITIL processes. One of the main objectives was to improve productivity by reducing incidents that interrupt business. The main goal of the remote help desk was to enable end users to reach out to a single point of contact (SPOC) for all support incidents, and rely on that contact to provide a suitable resolution.
How the issue was impacting the client
UST Global was facing major problems in effectively utilizing its IT budget because the majority of their budget was used to put out technical fires in their IT department. UST was finding it hard to manage system outages and service interruptions. This was causing disruptions in their service and leading to system downtime, which in turn impacted customer satisfaction and employee productivity.
What services were procured
Eureka offered remote desktop and server managed functions coupled with problem and incident management based on ITIL and ISO 20000 standards on a build-operate-transfer (BOT) basis.
Eureka offered desktop & laptop maintenance and support, covering a range of services including proactive maintenance, release and patch management, OS Related Support, license tracking & reporting, and desktop optimization.
Eureka helped UST set up a dedicated offsite facility with dedicated staff and support premises. UST was able to monitor the facility via webcam.
The team at Eureka made multiple onsite visits to UST headquarters to assess their existing support system and analyze their incident and problem management history. Our team assessed their existing knowledge base capabilities and helped them define relevant KPIs and an effective reporting structure.
“Eureka have an ISO 20000 rating. They resolve incidents quickly and at a very low cost. We’re convinced that they are the right partner for us”
Tony Velleca, CIO of UST Global
How this helped
Eureka implemented a problem and incident management system based on ITIL and ISO 20000 standards on a build-operate-transfer (BOT) basis.
There were significant reduction in costs and improvement in service quality through faster resolution of incidents and effectively harnessing the intellectual capital of the organization.
By using a more effective service desk, UST's support teams were able to resolve a larger number of incidents, reducing the average resolution time by 55%.
This led to an increased customer satisfaction score and a massive reduction in IT operation costs ($28000 over 3 months).
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