UST Global

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.

UST is a leading provider of IT services and solutions for Global 1000 firms. Headquartered in Aliso Viejo, California, UST has over 7,000 employees in 15 countries and a clientele including more than 60 Fortune 500 companies. The company is ISO 27001 and PCMM Level 5 certified . With a global workforce UST wanted to empower its employees by offering world class IT support to work at top efficiency regardless of time zone or location. 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. 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. There were significant reduction in costs and improvement in service quality through: higher solution quality, faster resolution of incidents, harnessing the intellectual capital of the organization.

• Remotely support 7000 desktops and servers across 15 countries
• Deliver quantifiable cost benefits over a 3 year period
• Offer world-class IT support at reduced costs over 15 countries and different time zones
• Remotely manage 2 ITIL processes
• Improve productivity by reducing incidents that interrupt business

THE CLIENT

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.

THE CHALLENGE

For UST high availability and reduced system downtime in their environment is mission critical, while at the same time needing to reduce IT costs. UST understood that to effectively manage system outages and service interruptions, a clearly defined management process was imperative. Clearly defined processes save time, money, and bring faster, long term solutions. In a nutshell all IT support activities had to be consolidated and categorised correctly. The remote help desk should enable end users to reach out to a single point of contact (SPOC) for all support incidents, and rely on that contact to provide resolution. In addition, the project

• Covered 6000 desktops and servers
• Required world class support services at a reduced cost to users across 10 countries and different time zones.
• Evidence of a reduction in the number of incidents that interrupt business.
• Quantifiable cost savings over the three years of the contract

THE SERVICE

The Eureka team implemented several core improvements and enhancements over the years:

• Desktop/Laptop Maintenance and Support (Proactive Maintenance, Release and Patch Management, OS Related Support (Installation & Upgrades), License Tracking and Reporting, Desktop Optimization, etc)
• Dedicated Offsite Setup (ISO Certified Network Operating Center (NOC) – Sri Lanka)
  1. Dedicate staff and support premises
  2. Setup facility for UST to monitor support center via webcam
  3. Offsite support delivery process
• Server Virtualization
• Onsite visit to UST premises to:
  1. Assess their existing support system
  2. Analyze Incident and problem management history
  3. Assess existing knowledge base capabilities
  4. Define KPI's and reporting structure

Overview of the setup with UST

THE RESULTS DELIVERED

• Reduction of costs by reducing the number of support staff.
• Reduction in the volume of incidents.
• A more effective service desk UST's support teams are be able to resolve a larger number of incidents. First-time fix rate has tremendously increased at the service desk as problem management enables the service desk staff to know how to deal with problems and incidents that have previously been resolved and documented.
• Improved technical support knowledge Eureka Problem Management process is based on the concept of Sharing and learning from the experience of managing enterprise class networks. The process utilises the historical data to identify trends, and the means of minimising failures and of reducing the impact of failures, resulting in improved productivity (knowledge base). The root cause identification was based on the Failure Mode & Effects Analysis (FMEA) which is a Six Sigma tool.