Case Study: Automotive Company
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 Challenge:
This international automotive manufacturing company needed a more efficient IT operation. Most services were unreliable at best and inoperative at worst. End-users experienced constant downtime because systems lacked proper maintenance and line-of-business applications were not being managed appropriately, in addition, there was no help desk to support users or provide information for incident data analysis.
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Actions:
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ESEI deployed ITPM Platinum service package to the seven servers and 120+ computers in the system
An integral part of the service was the establishment of a help desk to have a single source of entry and standardization for responding to incidents
ESEI began managing the client’s network and covered client’s existing microwave radio link to their US based warehouse
ESEI also began the administration of the client’s ERP system which manages their manufacturing, operations, financials, workflow and customer and supplier relationships
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Results:
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With the implementation of a formal help desk process, reduced the number of support calls and incidents by 70% (within the first 6 months)
Increased system up-time for critical business applications by analyzing and correcting recurring issues
Increased end-user proficiency by providing training on specific system utilization processes
Increased network up-time to 98% by performing much needed preventive maintenance on a microwave radio link, switches, and servers
Implemented and documented backup and disaster recovery plan at plan and alternate site
Reduced the cost of telephone service 27% by analyzing usage patterns and negotiating a new package with the telephone company
Established reliable connectivity to client’s corporate offices
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