Change Management Case Study

Executive Summary

As a premium equipment dealer and one of the largest equipment distributors in the world, the company serves 68 locations around the U.S. After experiencing rapid growth, the company decided to leverage Microsoft’s System Center 2012 platform as part of a comprehensive strategy and vision to more effective and efficiently manage its enterprise infrastructure.

CHALLENGE

With rapid growth came major infrastructure pains that required an evaluation of current systems and building new processes for greater accountability, efficiencies and better response time to serve customers.

• Existing workflow processes did not meet the needs of the growing organization allowing for efficient incident handling, problem management, change control and release management
• Lack of flexibility, slow response time and lack of automation on organizational processes
• Limited internal resources to install and configure leading edge technology to provide the desired solution

SOLUTION

In addition to implementing Microsoft System Center Service Manager, Operations Manager and Configuration Manager, Sparkhound consultants used a customized approach to efficiently manage its infrastructure:

• Provided initial project delivery and long-term support and guidance around the System Center suite to achieve immediate user adoption, greater flexibility and improved response time
• Implemented 20+ robust process workflows for managing incidents, change control and resolution communications corporate-wide
• Consulted around System Center migration to ensure compliance, control and security standards were met to safeguard customer data

IMPACT

Sparkhound established a system management foundation and framework to exceed the client’s key business drivers for smarter, better, faster systems. The result: more robust workflow processes and unified systems on every device – in every location and improved communications corporate-wide.