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Case Study

Supporting London’s Leading Provider of Commercial Spaces

Organisation Profile

Workspace provides flexible and innovative business space tailored to the needs of new and growing companies across London.  Their commercial properties include office, studio serviced office, co-working and light industrial space.

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Business Situation

Workspace’s IT environment is a mix of VMware, Citrix XenDesktop, CommVault, NetApp, mainstream applications like Active Directory and Exchange plus other business systems.  They needed a partner who can provide specialist support on their core technologies and help them plan and deliver IT improvements to support the future growth plans of the business.

Key Benefits

  • Fast access to specialist knowledge and skills
  • Availability of ad hoc support
  • Shortened resolution time
  • Lower  costs as a result of reduced  downtime

How it Works

 Access to Frontier Service Portal | The Frontier Service Portal is the interface into Frontier Technology’s Technical Team and allows Workspace to log tickets online, via email, or directly over the phone with an engineer; and to monitor ticket progress as updates are added.

 Support Units Model | Frontier Technology provides an agreed number of Support Units which are consumed as required.  Should a mid-term top-up be required, this can be done at the same cost as the original unit order.

 Telephone & Hands-on Support | However Workspace wishes for the support to be rendered, remotely or on-site, Frontier Technology is committed to quick resolution time.  Specialist consultants are on call to address specific concerns.

 Incident Management | Incident Management aims to minimise the adverse impact of unplanned service interruptions on business operations, by restoring normal service as quickly as possible. FSS provides the tools to ensure consistent internal execution and client visibility.

Service Request Management | Service Request Management enables Workspace to request and receive services. Again, FSS facilitates consistency of service delivery and client visibility.

 Monthly Helpdesk Report | At the end of every month, a report will be generated to highlight all tickets logged in the Frontier Service Portal, their current status, resolution times, support types and related unit spend.  This assures Workspace of Frontier Technology’s SLA-bound promise to great service.

Workspace has been using the Frontier Support Service since 2011 and has found it a valuable resource to complement and enhance its own IT resource. Nigel Gibbs, Head of IT, says, “Frontier Technology has provided an ideal combination of high quality support services, timely response and, by using a Support Units model, we only pay for what we actually need.”

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