Global IT Managed Services for an International Governmental Organization Case Study
Background: Trigyn’s direct client was an International Governmental Organization which was seeking a vendor to provide IT services to support its numerous missions around the globe as well as its corporate infrastructure at locations in Europe and Asia. Services were provided under a Managed Services model. A key challenge with this engagement was that it required deployment of technical professionals for assignments in dispersed locations across the globe. A compounding factor was the need to place professionals in remote locations amidst very challenging conditions near natural disaster or conflict zones.
Trigyn Approach: Currently Trigyn is providing Managed Services support to 25 client assignments spanning the globe as well as an Enterprise Service Desks in Asia and the two Enterprise Data Centers in Europe.
A key to the success of this engagement was Trigyn’s Sustainable Development Service Delivery Model. The Model is based on the recognition that in developing or politically distressed countries there is often a shortage of local IT talent to efficiently maintain and support IT systems and software. Using our Sustainable Development Model, Trigyn provides on-the-job training to develop local workers to meet the needs of client assignments and eventually assume management of client systems. This managed services approach helped ensure operational sustainability and maximize the local financial benefit of our work. More than 60% of the personnel placed, in the last five years, were local or regional staff.
Some of the services provided under this contract included: Network Engineering, VoIP Engineering, Infrastructure Support, Communication Support, Electrical Systems, Systems Administration, Audio / Visual Support, and Help Desk / User Support.
Outcome: Trigyn has earned and maintains an excellent reputation with the client and is one of the largest Managed Services suppliers the client has today. Trigyn has consistently met or exceeded the client’s expectations for contract performance and continues to serve the client today.
To date, Trigyn has provided approximately 4,200-person years of skilled IT and communication staffing support under this contract in 25 different countries. This ongoing contract is in its 12th year currently utilizing more than 850 resources with a total cumulative value exceeding $270 million.