The Initial Setup and Solution : The ConnectWise Ticketing System
Based on the available information, our experts at CSE were quick to identify that they were using Cisco MX84 security systems which were more than necessary. Technically, that sort of interface is meant for 200+ users. Instead, we suggested and configured MX64 Cisco security appliances using the Verizon internet with high bandwidth. This way, we could make the downright savings possible for the clients by keeping the communication index well in-sync with us. Our experts identified that the cost of managing this equipment was higher and usage was less, leading to high Capex (capital expenditure) every year for the renewals. We worked with Cisco managers to revamp network infrastructure and bring down 30-40% of their annual maintenance cost.
The initial setup had CSE IT admins operating at the client site along with the Mountainside IT teams. Within few days, we set up an environment for them. Our dedicated team of experts stayed on-site to address the issues cropping up during the migration from legacy systems to modern servers. We ensured there remains no knowledge gap by attaining the concerns immediately as they arise. And this was made possible by leverage the ITIL framework Ver.4.0. This helped our experts to drive a flexible foundation for MTC, which required integrating various frameworks and approaches into their service management operating models. Along with that, we implemented the ConnectWise ticketing system – an agent installed on employees’ desktop or connected devices that can raise service requests from the agent – as a case manager.
Implementing ConnectWise helped us provide them with the ticketing system to increase 25% efficiency reporting and resolving issues. Here, the customers need not send an email and instead log into the FS agent, and anyone who is having an issue(on desktop, systems, Cisco phones, etc.) can raise the ticket. The tickets were then prioritized by the case managers in charge of the MTC.
Enabling Cost Efficiencies by Kickstarting a Microsoft and Cisco Journey
Earlier, this client was following the Microsoft journey but following the legacy systems – we provided, enterprise mobility suite with security on the networking side. Before onboarding us, they were oversized (all equipment was not needed). We began migrating from their existing tools to those that we are using, which helped us close tickets as and when they came in.
We migrated MTC from Office 365 to Microsoft 365. This means they were guided with the correct Microsoft Blueprint, which provides more security and control. Giving them the Microsoft 365 licenses would mean MTC is leveraging the full features of Office 365 and benefits with the Security Baseline, InTune, Mobile Device Management, Enterprise Mobility Suite, etc.
MTC provided with the cloud subscription. One of the solutions we enabled for them is that of streamlining the procurement system. They had a dedicated procurement team responsible for sourcing the initial requests, getting a proposal from us, looking at staples from Amazon, eBay, and making a purchase. The procurement team is on the client-side for software and hardware purchases, from IT tools to CCTV and even the food items and beds for patients.
One of its kind to invests in a procurement team – adapting to this new sort of arrangement. This led us to move further with managing the end-to-end networking solutions wherein the services grew from being the ISP provider to ensure addressing desktop, laptop, and other end-to-end IT services. This was because their procurement team is limited to software and hardware services, cameras, etc.
Here is the quick snap of the MTC team, along with the roles and responsibilities
MTC CSE Standard Operating Procedures
Here are the best practices and existing processes to engage and support MTC personnel. Experts at CSE integrated ITIL 4 framework and aligned its processes to follow IT Service Management organization standard and practice.
Network Management Solution
Along with the services mentioned above of Microsoft 365 and ConnectWise, MTC roped us in for end-to-end network solutions. It involves ensuring the smooth running of ISP that guarantees zero to low outage issues. The goal is not to let their employees experience problems regarding connecting to servers, slowness, etc.
The Results in Bottomline
We have successfully provided a comprehensive set of services to the Mountainside Treatment Center. Our range of services includes the following:
The bottom-line remains reduced CapEx and improved efficiency with various services that help attain business growth. The Mountainside team is quite satisfied with the CSE offerings as they help achieve desired goals within the given timeframe. It has been over a quarter since we started delivering services and the results in terms of efficiency.