Client Profile
The client is a Switzerland based company, with a strong regional presence in the Printing Machinery Industry in Asia Pacific. Having offices in over eight countries in Asia Pacific, the client appointed Emerio to provide IT solutions in a highly secure network environment.
Relationship Growth
- Relationship started in 1998 to provide Windows Servers & Desktop support for SEA region, later extended to NEA
- Recognised as the ‘Extended IT Arm’ entrusted to manage branch offices IT systems in Singapore, Malaysia, Indonesia and Thailand. L2 & L3 support to Hong Kong, Shanghai, Japan, Taiwan and India
- AD and application servers for Asia hosted at Emerio as part of server consolidation since 2006
- Member of the Group Competency Team (GCT), responsible for recommending and implementing new IT initiatives globally
Snapshot of Engagement
- Desktops, notebooks and servers
- Supporting 9 countries
- 24 x 7 x 365 datacentre support
- Email administration
- Remote connectivity support
- 1st level Application support including 4S and MFGPRO
- SLA driven
Portfolio of Services
- Helpdesk services
- Desktop services (including AD user management)
- Server OS administration
- Datacentre hosting and support for regional hub
- IMS turnkey services
Pricing Model
Technology
- OS: Windows 2003, Windows XP/2000, VMWare
- Messaging: Exchange 5.5
- 4S, MFGPRO
Some Turnkey Projects
- OS and messaging systems implementation
- Region-wide roll-out of Windows NT 4.0 & MS Exchange 5.5 servers; MfgPro server rollout; client rollouts, etc
- Network connectivity
- Migration from private leased line to BOVPN through internet across Asia
- OS and messaging system migration project:
- Server and Client Migration of Windows AD (NT to 2003)
- Datacentre relocation project
- Distributed to Centralised, hosting at Emerio Singapore
- Servers Virtualisation-VMWare
Key Success Factors
- Single vendor management for the entire region with following advantages:
- Synchronised support team
- Standardised delivery processes
- Uncluttered coordination and managed reviews
- Simplified training efforts limited to just one team
- Met and exceeded clients’ and users’ stringent expectations on support demands
- Proven delivery methodology
- Excellent delivery team