Case Studies

ISON provided the leading service provider with resources to handle required requests and tasks within designated requirements for efficiency

  • 12x5 daytime support
  • 24x7 critical IT infrastructure support
  • 3 regions, 17 countries, 46 locations 7,000 end users
  • End user device, network & security, server & storage systems, client apps
  • Centralised helpdesk: English & French
  • High operational costs
  • Multi-location and multi-lingual support
  • Low operational efficiency
  • Varied workforce and diversified technology devices
  • Deployed over 100 NWSM + 18 Help Desk Resources across Africa on a Hub based competency model
  • Handling monthly ticket volume of 10,000+
  • SLA based delivery model
  • Standardized desktop environment for varied and diversified technology and workforce support
  • TAT: 90 % within 8 hours, 90% IMAC within 3 business days
  • Reduced operational costs and increased operational efficiency

Solution Composition

Solution Contribution
  • Employee desk-side support (hardware & software)
  • Enterprise application support (mail, print, active directory, ERP, etc.)
  • Enterprise network support (LAN, WAN, Wi-Fi, routers, switches, firewalls etc.)
  • Enterprise IT security
  • IBM took care of all NWSM CAPEX and supported service provider on OPEX model
  • Deployed over 100 FTE's + 18 help desk resources across Africa on a hub-based competency model
    • East Anglophone hub: Kenya
    • West Anglophone hub: Nigeria
    • Francophone hub: DRC
  • 3 Hubs: network L3, server L3, project mgmt, exchange server SME
    • 17 Spokes – L1/L2 network, server, helpdesk and desk-side support