Case study · BFSI
Endpoint management, service desk and observability for 5,500 devices
A single integrated platform for patching, software deployment, IT service management and full-stack monitoring across a global delivery organisation.
The challenge
Where they started.
The client operates large delivery centres supporting insurers worldwide. Device management, helpdesk and monitoring ran on separate tools with inconsistent processes, which made patch compliance hard to prove and slowed down support. They needed one integrated platform, clear separation between IT operations and helpdesk roles, and monitoring that covered infrastructure, applications and end-user experience.
What we delivered
Scope of work.
- Cloud-based unified endpoint management for 5,500 computers and 100 servers, with automated OS and third-party patching.
- IT service management for 110 technicians across tiered support groups, with a service catalogue and SLA policies.
- Clear role separation: 15 IT operations technicians manage devices proactively, while helpdesk technicians work from tickets.
- API integration so helpdesk technicians launch remote sessions directly from tickets, without access to the endpoint console.
- Enterprise observability covering 100 monitors, 560 network components, 40 GB of log storage and real user monitoring from 16 global locations.
- Annual licensing bundled with 12 months of post-implementation support.
Outcomes
What the client now has.
One console for patching and software across the global estate
Least-privilege access for helpdesk staff by design
Monitoring from the network up to the end user's browser
A documented support model with SLAs and escalation
Services involved
Solutions used in this engagement.
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