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.

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.