ECS delivers best practice consulting for client facing Installation,
Move, Add and Change (IMAC) requests and Break / Fix support. The goals of an engagement include:
- Creation
of standardized, repeatable and scalable IMAC, PC Refresh and Disposal processes using best practice
- Creation of a
standardized, repeatable and scalable "Replace / Fix" process using utilizing a spares inventory strategy
- Minimizing
the number of dedicated Field Support FTE's
- Centralizing a smaller IMAC and Break Fix staff through utilization of
an Asset Life Cycle (ALM) tool set
- Installing, fixing and replacing assets with zero or low touch
- Incorporating
end user IT Request processes into a centralized, end-to-end self service solution
- Combining hardware and software
procurement and receiving processes into an integrated fulfillment solution
- Revamping IMAC and B/F pricing, KPI's
and SLA's
IMAC Integration Design - What It Should Look Like
There are two major lead time components associated with Installation,
Move, Add and Change processing: the Approval/Procurement cycle and the IMAC cycle. ECS provides consulting to improve internal
processes as well as carve out this function to external outsourcers. Regardless, to increase efficiency and reduce cost,
an Asset Life Cycle Management solution must be leveraged including deployment of a client supporting hardware/software discovery,
automated Patch & AV Security Updates, Image Deployment, Software Distribution and Remote Control. The goal is to ship
assets fully configured and then complete installs over the wire with minimal end point touch from a central command console.
The Service Desk and Workflow Engine driving IMAC's will feed an independent executive dashboard providing operational IMAC
performance results and drill down.
Break/Fix no longer requires large numbers of remotely deployed
desk side personnel. Adopting a "Replace/Fix" strategy can further reduce B/F staff using spares inventory. Similar
to best practice IMAC design, to increase efficiency and reduce cost, an Asset Life Cycle Management solution must be leveraged.
Using the same tool set, IMAC and Break/Fix support can be merged into one centralized function providing load leveling and
economies of scale. These tools include Software Distribution, Remote Control, Hardware Discovery and Inventory Tracking,
Software Discovery and License Tracking and Image Build and Deploy. The Service Desk and Workflow Engine driving Break / Fix
activity will feed an independent executive dashboard providing operational Break / Fix performance results and drill down.
