From reactive fire-fighting to proactive IT Management

After being let down by another provider, this manufacturer brought in CNC to turn the IT around

THE REQUIREMENTS

This multi-site manufacturer were faced with their internal IT resource moving into another role. Subsequently, they were looking to outsource management and support of the key system areas to compensate for these staff changes.
An external IT support company was brought in but did not improve the situation with support regarded as reactive.
Management believed fire-fighting was taking place with the current supplier not addressing any of the fundamental problems that existed within the infrastructure.
As such the systems were not improving with a big disconnect between the IT and business. The internal staff, who wanted their responsibilities to be reduced, were finding they were spending even more time dealing with issues!

THE SOLUTION

Following an extensive review we advised the client to shore up some glaring deficiencies with regards to security and data backup. We have implemented time lines for modifications and upgrades to ensure the IT keeps in line with the business.
This is complemented by regular scheduled board level discussions, held with CNC’s Technical Services Director to brief client Directors on development and on-going requirements.

THE TECHNOLOGY

  • ServerCare Gold
  • ServiceDesk +

THE RESULTS

Client Execs can now focus on their business rather than the IT as they have placed responsibility for their systems in the hands of CNC.
With our formal Service Level Agreements and reporting tools in place they can be assured that we are meeting their expectations at all times.
Reactive fire-fighting of IT issues has been replaced with a proactive approach that is designed to prevent issues before they become problems.