Transition of Managed Service support and additional user training for a local, Jersey charity.
Who was the client?
Jersey Alzheimer’s Association (JAA) is a local charity for people whose lives have been touched by dementia. They are available to help and support people with dementia, their families, friends and careers. Their aim is to ensure that all those who are directly affected by dementia are treated with dignity and respect, receive the best possible care and support in the community and enjoy the quality of life that every human being would hope for.
JAA needed to transition the support of their Office 365-based infrastructure, with guaranteed response and resolution times. Their team needed to know that their support calls were being picked up, progressed and resolved in the quickest possible times, and with a whole technical team available to support them so that they were not reliant on individuals.
In addition, the Office 365 system which had been implemented needed configuring to work efficiently, and the Alzheimer’s team needed support and training to help them get the most from it.
What did the project involve?
With immediate support required due to the completion of the client’s existing support relationship, the C5 Managed Services team were required to work quickly and efficiently to understand the needs of the Alzheimer’s Association, including how to minimise their costs, and guarantee the service at the agreed fixed price.
The client had no Service Level Agreements in place with their previous provider, and as such it was critical that they had something in place to promptly get their users up and working, even if just with user guidance.
As a relatively small team, any minor outage of IT service had a big impact on productivity for JAA, and so C5 were tasked with configuring the systems to ITIL best practice standards and providing guaranteed response and resolution times to reduce this risk.
Length of Project
Whilst this is an ongoing managed service partnership between C5 and JAA, we have committed to develop continual service improvement. So far, we have completed user training, reconfiguration of systems and additional features within the first six months of service.
At the completion of the service transition we are proud to say that we have satisfied all of JAA’s original requirements and that this is now an ongoing managed services contract. This means that C5 will continue to work in partnership with the Client to review their IT and make recommendations and continual service improvements.
The support from our Managed Services team has also given JAA reassurance that someone will always be available to resolve any issues or queries they may have. With the flexibility to resolve any issues remotely or on site, this has also increased the resolution speed.
As part of our initial analysis of JAA systems, C5 also recommended introducing multi factor authentication for Office 365, to increase security and reduce risk, whilst supporting these security efforts with encryption of all laptop hard disks.
This end-result ensured that JAA users have enhanced knowledge to enable them to get the most from their systems. The team have support from C5 Alliance to provide an end-to-end service and peace of mind, with guaranteed response and resolution times to minimise downtime. This is in addition to the enhanced user experience provided by our ISO 27001 and ISO 20000-1 standards, with a focus on enhanced data protection, excellent service and ongoing technical advice and recommendations in line with JAA business needs and projected growth plans.
“The Trustees really appreciate the support for our charity. With the growth in demand we’re experiencing for our services in the community, we had to get the decision right on IT support and I’m confident that has been achieved with C5 Alliance. I’m delighted with the excellent support we’ve received from C5 from Day 1, including external training with ALX.”
Mark Blamey, Manager of Jersey Alzheimer’s Association