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