CASE STUDY

Identification of IT Department Pressure Points Positively Influences Business Productivity

OVERVIEW

The Need:

Identification and resolution of critical IT operations problems.

The Solution:

Starboard IT provided insights into service desk operations and executed effective recommendations.

The Benefit:

There has been vast improvement user experience.

PROBLEM MANAGEMENT

A diversified financial services company was suffering from IT service delivery issues internally. Tickets were taking weeks to resolve, and user frustration was increasing. Starboard IT provided both consultancy and service desk skillsets for the delivery of service improvement and problem management over the span of two-months.

Challenges within IT service delivery, which included services such as the IT help desk, were causing a domino effect of problems in multiple departments throughout the organisation. An extensive backlog in open tickets combined with inconsistent ticket logging procedures greatly affected the ability to provide consistent support. The ticketing service desk system itself was dated and not fit for purpose. As repeated incidents were not being properly identified and associated with problems, no root cause analysis was being performed. This led to wasted effort and user frustration. SLAs were not being adhered to and as a result 50-60% had breached.

There was also an issue with a lack documentation of application dependency mapping had been performed, therefore there was a limited understanding of application criticality amongst staff. Furthermore, changes were approved with no technical review and without a clear understanding of impact resulting in changes that had a negative impact on the IT environment.

Starboard IT worked cooperatively with the internal technical team and service management teams to get service delivery back on track. Measurable insight into how their service desk was operating were provided and recommendations on how to best address identified problems were made. Additionally, Starboard IT worked flexibly, providing technical support as required, and personally following complex or urgent incidents/requests through to completion.

CLIENT TESTIMONIALS

I have been a customer of Starboard IT Services for over 5 years. They are an extremely professional outfit and the services they have provided have matured our landscape and enabled a large number of business outcomes. Highly recommended, whether it is strategy, governance, execution, project mgmt, change mgmt and operations.

Ryder H.

The Starboard IT team provided excellent service and advice to Nutrimetics when I was working there about cloud and datacenter technology. The team are extremely knowledgeable and are always willing to the extra mile to help the client. I would recommend Starboard IT for any IT advice and service you may need.

Todd R.

Starboard IT provide certainty needed in a faced pace Financial Services environment through staff augmentation across project management services. They resourced key technology projects and help to deliver against tight deadlines. A great company to have in your
toolkit.

Gerard V.

NEED HELP ADDRESSING YOUR IT PAIN POINTS? STARBOARD IT CAN HELP IDENTIFY AND REMEDIATE THESE ISSUES. TAKE THE FIRST STEP TO MORE RELIABLE TECHNOLOGY.