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Managed Workplace - operation of the IT environment of the production domain

»The collaboration with Softline is so valuable for us because it allows us to concentrate on our core tasks. This makes everyday IT even more fun.« (Head of Infrastructure Technology)

After rebuilding its production IT, our customer from the food industry was looking for an external service provider to ensure continuous smooth operation. Due to our established cooperation in other areas, our high level of expertise in the AD and SCCM environment, and our existing organisational structures for 24/7 support, it chose Softline.

The challenge

  • 4,000 IT seats, 500 of which are clients in the production environment
  • Lack of internal resources in the IT department to support the production environment, which is separate from centrally managed office IT
  • Desire to close this gap via a managed service and outsource the task

Our solution

  • Ensure high quality regular operations and support.
  • Take over the operational support of the separate production IT AD
  • Administration, maintenance and troubleshooting of the AD
  • Monitoring and proactive handling of anomalies
  • Incident management and problem management
  • Resource monitoring and escalation in case of bottlenecks
  • Installation of Windows updates and application patching on the servers
  • Patching of the production clients after consultation with the specialist department
  • Maintenance of backups
  • Support for infrastructure changes

The highlights

  • Relief of internal IT through 24/7 Managed Workplace Support
  • Extension of the service to additional sites
  • Additional tasks on demand (validation of new hardware, packaging, etc.)
  • Ongoing collaboration for four years