IMS achieved an excellent level of success in all ten areas within the first month of operation. This not only saved significant ongoing support costs and time for Client X’s IT Support team, but also delivered necessary – and immediate – performance improvements to the business, allowing further cost savings. In addition, there were many other instances where IMS both proactively and reactively helped identify and resolve various issues for Client X, such as network troubleshooting.
Over 50 Reactive Support Calls were received within the three year contract period, many of which required on-site support, some remote management support, but all of which required high level analysis skills that were provided at no extra charge through the MCS service delivery.
The combination of the tools utilised within MCS and the data they provided, combined with our in-depth knowledge of the types of issues and troubleshooting in general, allied with a detailed understanding of Client X’s systems, allowed IMS to complement the internal IT resources to enable the resolution of issues that arose.
This enabled a perfect baseline to work from and allowed full visibility, analysis and optimisation of Client X’s network, servers and application infrastructures. It also provided ‘root cause analysis’ and proactive management of all business applications, business transactions and End-User response time measurement. As well as greatly enhancing End-User performance, this also provided immediate return on investment.