Case Study: Revamping IT Infrastructure for a Leading National Retail Chain with End-to-End Managed Services

Client Overview

As a premier Managed Service Provider, Ignite was selected to enhance the IT framework for a prominent national retail chain, featuring an extensive network of 68 stores. Our engagement spanned a broad array of services, solidifying our position as an all-encompassing IT ally.

Service Scope

Our responsibilities, as the Managed Service Provider for this distinguished retailer, included the execution of the following crucial tasks:

1. Project Management Services:
   • We took charge of the governance and reporting for various IT projects, ensuring detailed
     planning and flawless execution.
   • We orchestrated the scheduling processes to facilitate the smooth introduction of multiple IT
     initiatives.
2. IMACD Implementation (Install, Move, Add, Change, and Disposal):
   • Our IMACD offerings entailed a range of essential functions, including precise management of
     End-User Computing (EUC) services which encompassed Imaging Deployments and the
     Secure Disposal of IT assets.
   • We directed the deployment, ongoing maintenance, and retirement of critical systems such
     as Point of Sale (POS) units, cash registers, desktop computers, and laptops.
3. Onsite and Remote Support Services:
   • Our all-encompassing support model was designed to ensure the uninterrupted operation of
     the client’s IT systems
     • Rapid Incident Resolution: Our team delivered prompt and efficient solutions to incidents
       and support requests, reducing operational downtime.
     • SLA Compliance: Our adherence to Service Level Agreements (SLAs) meant that the
       retailer’s IT systems consistently operated at optimum levels.
     • Proactive Break Fix Solutions: We were always on standby to tackle hardware and software
       challenges, ensuring quick restoration of services.
     • Network IMAC and Expert Assistance: Our proficiency in network services allowed us to
       adeptly handle network-related IMACD operations and offer advanced technical assistance
       through our “smart hands” methodology.