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Remote Hands Case Study

Global IT Security Services Organization

Overview

  • Post-divestiture environment – broke away from parent in 2017
  • Mandate to move to an outsourced cloud supported model by 2020 and reduce number of global vendors
  • 25 global data centers in AMER, APAC and EMEA
  • Full and part-time data center resources required in Netherlands, UK, California, Oregon, Nevada and Texas
  • Flexible dispatch services required in all global data centers

Challenges

  • Support ticket logging – break/fix maintenance vs. professional services segregation
  • Global customer coordination and cooperation
  • Global data center support approach and strategy
  • Global invoicing
  • Short time frames and urgency in filling resource requirements in added locations

Solution Provided

  • Centralized project management and personnel oversight
  • Detailed resource planning based on requirements
  • Customized technical support in each data center around the globe – local office engineers leveraged
  • Single invoice provided – site costs itemized
  • Curvature Field Engineers familiar with data center facilities and hardware platforms from existing support, including badge access to data centers
  • ServiceNow configured to automatically e-mail ticket/incident data directly to singlePoint®
  • Quoting, reporting and order processing from same source
  • Customer satisfaction

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