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Case Study: Revamping IT Infrastructure for a Leading National Retail Chain with End-to-End Managed Services

18 November 2023


Client Overview

As a premier Managed Service Provider, Ignite was selected to enhance the IT framework for a prominent national retail chain, featuring an extensive network of 68 stores. Our engagement spanned a broad array of services, solidifying our position as an all-encompassing IT ally.

Service Scope

Our responsibilities, as the Managed Service Provider for this distinguished retailer, included the execution of the following crucial tasks:

  1. Project Management Services:
    • We took charge of the governance and reporting for various IT projects, ensuring detailed
      planning and flawless execution.
    • We orchestrated the scheduling processes to facilitate the smooth introduction of multiple IT
  2. IMACD Implementation (Install, Move, Add, Change, and Disposal):
    • Our IMACD offerings entailed a range of essential functions, including precise management of
      End-User Computing (EUC) services which encompassed Imaging Deployments and the
      Secure Disposal of IT assets.
    • We directed the deployment, ongoing maintenance, and retirement of critical systems such
      as Point of Sale (POS) units, cash registers, desktop computers, and laptops.
  3. Onsite and Remote Support Services:
    • Our all-encompassing support model was designed to ensure the uninterrupted operation of
      the client’s IT systems

      • Rapid Incident Resolution: Our team delivered prompt and efficient solutions to incidents
        and support requests, reducing operational downtime.
      • SLA Compliance: Our adherence to Service Level Agreements (SLAs) meant that the
        retailer’s IT systems consistently operated at optimum levels.
      • Proactive Break Fix Solutions: We were always on standby to tackle hardware and software
        challenges, ensuring quick restoration of services.
      • Network IMAC and Expert Assistance: Our proficiency in network services allowed us to
        adeptly handle network-related IMACD operations and offer advanced technical assistance
        through our “smart hands” methodology.
For large-scale digital transformation consulting and projects, connect with Ignite today.

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