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
