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Managed ICT Services

Managed ICT services for the next wave of transformation

“We selected Auxilion because of its track record in high quality, 24x7x365 IT support across borders."

Seamus McCarville

Head of IT, Irish Continental Group

Project at a glance

  • Industry

    Transport

  • Challenge

    ICG decided they wanted to outsource the management and monitoring of critical ICT infrastructure across Ireland and Europe.

  • Solutions delivered

    • Managed ICT Services

Difference we made

  • Proactive management and monitoring of ICG’s infrastructure estate
  • Cost-savings by purchasing a ‘Consultancy Drawdown Service’
  • Little or no disruption to service, no system downtime during transition phase
Problem

The IT management challenges of European shipping

As the contract for their existing IT Support Managed Service was coming to an end, ICG went to tender for a new service provider. As the successful vendor, Auxilion was contracted to provide a managed service covering the remote system monitoring and full management ownership of a specified estate.

As ICG and its subsidiary companies provide high frequency services to a vast number of ports throughout Europe, it was essential that the transition of services was as seamless as possible, with little to no disruption to service, and no system downtime.

Solution

A seamless solution and no system downtime

The key elements provided by the service were: System and DBA support via remote monitoring and management of server hardware; operating system and applications; proactive and preventative maintenance; backups and disaster recovery and service support via a single-point-of-contact service desk along with a named Service Delivery Manager.

Auxilion was contracted to deliver the full scope of services which entailed:

  • Knowledge transfer - key members of the Auxilion service support team visited the customer on site to better understand their current environment and document accurately the scope of service and services to be included
  • Bespoke development - the standard Auxilion VPN solution could not be utilised with ICG as we required a custom setup and configuration to adhere to ICG security protocols. This was managed through the project change control procedure and a bespoke VPN solution was designed and implemented by Auxilion, to allow our managed service to remotely monitor and manage the customer’s estate.
  • Preparation - in addition to the detailed knowledge transfer and creation of a service catalogue to collate relevant information on hardware, software and interfaces, several more stages were incorporated to ensure service readiness for go-live including shadow runs, parallel runs, scenario testing and live runs.

After go-live Auxilion continued to hold daily checkpoint calls with ICG to review open calls and to ensure that the service was being supported properly and that the customer continued to be happy with the service provided.

Auxilion now remotely manages and monitors ICG’s IT infrastructure across Ireland, the UK, France, and the Netherlands.

Results

A transformational partnership of new opportunities and growth potential

The customer now has a new support model that more closely aligns with their expectations and requirements, offering the following benefits:

  • Auxilion due diligence activities enabled the customer to update their service catalogue, giving a more thorough and accurate picture of their own estate.
  • Development of a service matrix that aligned with ICG requirements and expectations through tailored service level agreements.
  • Ongoing “Design Authority” meetings which ensure that any proposed changes to the ICG IT infrastructure are aligned with and integrate with the existing IT landscape.
  • Cost-savings by purchasing a ‘Consultancy Drawdown Service’ at a reduced rate, which would be maintained throughout the contract lifespan should the customer require additional ICT consultancy work.

“Auxilion’s reputation as one of the leading cloud consultancy and support organisations means that it is an ideal partner to bring us on the next wave of transformation including consulting services across the Microsoft cloud stack such as Office 365.”

Seamus McCarville

Head of IT, Irish Continental Group

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