The customer chose to protect their confidential information
Managed IT Support Services
About the client
Andersen's managed IT support services were ordered by a large, rapidly growing company with its own IT service. The customer was suffering losses from system downtime, employees' mistakes, and hacker attacks. Their tickets took a long time to be resolved. There was also a lack of processes and planning.
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Project overview
This strategic and lasting partnership is focused on improving the customer's cyber security procedures and safeguards, establishing a streamlined and effective tech support framework, and helping them ensure compliance with modern quality and safety standards.
Retrospective timeline / 2018
As of 2018, the year before we were contracted, the customer was facing the following situation.
Initial IT support issues
- High volumes of incidents;
- Data loss incidents;
- Client churn;
- Frequent system downtimes.
Loss: €160,000
Retrospective timeline / 2019
In 2019, the customer chose to initiate a managed IT support collaboration with Andersen. At that moment, the range of challenges they had to deal with was even broader than in 2018.
Issues
What we did
Value added
Retrospective timeline / 2020
Issues
What we did
Value added
Retrospective timeline / 2021
Issues
What we did
Value added
Retrospective timeline / 2022
Issues
What we did
Value added
Challenges
- A significant number of recurring incidents;
- Absence of clear incident management processes and transparency;
- Swift expansion of the company and its IT service scope;
- No preventive measures in place to avert incidents;
- Unpredictability in the delivery of IT services;
- Resulting client attrition, reputational damage, and financial losses.
Project results
During the 3.5 years we have provided managed IT support solutions to the customer, we have reduced their number of incidents from 1,100 to 10 per year. Andersen's team has built technical support processes in accordance with ITIL/ITSM, completely eliminated their legacy systems, and increased the system uptime to 99.97% (2h 30m downtime per year). Transparency and predictability in their IT landscape have been secured. Also, we have helped the customer pass external ISO 27001 and SoC2 audits.
Let's talk about your IT needs
What happens next?
An expert contacts you after having analyzed your requirements;
If needed, we sign an NDA to ensure the highest privacy level;
We submit a comprehensive project proposal with estimates, timelines, CVs, etc.
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