Centralized End User Management for a F100 Global Distributor Customer Fortune 100 Distribution Major Employees 150+ Countries Challenges No Centralized IT Support system Support people in distributed locations Cumbersome Helpdesk management process Complexity in managing the entire desktop lifecycle Services End User Support

Services End User Management Centralized support for large base of IT Infrastructure with remote desktop management support covering the entire technology Protect Sensitive data, Centralize Patch Management, Manage AV clients and remove spywares Support User Remotely, adhering IT SLA, Managing desktop inventories, Empowering self-service solutions Configuring Image bare metal desktops, Standardize user workspaces Availability of Desktop infrastructure on a 24x7 basis via a proactive monitoring and troubleshooting support 45 global locations round the clock. Snapshot Managing 4000 Employee operating division Incidents handled – per day Support – 24*7*365 Support Resources – 15 IT Service Management tool – Service Now SLA Terms – a) Response Time - Incidents assignments within 10 minutes of detection of the incidents b) Average First Call Resolution (%) – 98%

Aspire Difference Before Aspire No 24 X 7 operations Incidents handled through excels and lack of standard process Costs were high as local resources were recruited for each region Existing vendors worked as Silos and lack of visibility towards TCO After Aspire Optimized the internal support structure and reduced 20% of operational expenses Successfully Implemented ITIL process oriented help desk for efficient support process Focussed on lowering TCO (Total cost of ownership) by bringing in process optimization and best of breed tools