One of the world’s largest systems integrators wanted to improve data center operations through a consolidated, SLA-based managed services solution spanning its eight largest U.S. data centers. They also needed a large, centralized service desk and a field support team with depot and dispatch models.

Challenges

The client required a trusted partner with extensive reach across the U.S. They sought an expert capable of responding promptly to their needs and scaling projects as needed.

Our solution

The client chose Celsior because of our responsiveness. Based on their prior experience, they were confident in our ability to scale projects efficiently. Additionally, we offered competitive and attractive pricing.

From a data center perspective, we transitioned the management of eight data centers from in-house to our co-managed model, with the following solution components:

• 24/7 management by a 140-member managed services team
• Inventory and media management, cabling and site support, planning and supplier oversight, audit and documentation
• Mainframe (Z12 / 13) and AS/400 midrange management
• Information security services, including penetration testing, physical security risk assessment, and network security risk assessment

Additionally, we planned and executed data center moves and consolidations to increase efficiency and optimize costs.

From an end user services perspective, we deployed and managed:

• A 266-member centralized service desk located in Tulsa, Oklahoma
• An 80-member field support team using depot and dispatch models

These SLA-based services were tied to year-over-year, contractually guaranteed, cost reductions based on productivity improvements.

Business outcomes

Our solution optimized data center and mainframe operations, reducing multi-year total cost of ownership (TCO) by 25%. We managed data center moves and consolidations with zero outages and implemented a complete refresh of physical and network security. We also maintained exemplary SLA compliance.

Based on strong execution, the client put an additional seven data centers into the contract — a total of 15 data centers under our management.

In end user services, we improved service desk SLA adherence by 25%. Additionally, we reduced field-support depot mean-time-to-repair (MTTR) from seven to four business days—a 40% reduction—and lowered dispatch MTTR from five to two business days, a 60% reduction.

Our ability to provide robust, rapidly deployed service delivery encouraged the client to select us for additional major IT projects, further solidifying our role as a trusted partner.