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Service Desk/Service Management and RIM services


Belgium Biotechnology Company

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Customer’s biggest challenges was an exponential growth across three locations (Belgium, US and Japan). Customer was not happy with their previous provider and wanted to increase their maturity.


Based on analysis of the current Service delivery and operating model as well as recognizing the business. Proposed a customized and tuned solution provides stable, predictable and reliable Services enabling an integrated and seamless end-user experience.

Services provided to the customer had the following characteristics:

  • a specialized Service Desk covering the language requirements and locations of customer based on the think global act local credo;
  • a smooth and reliable Service for End Users based on Microsoft Intune and platform consistency;
  • a consistent end-to-end Service offered via an industry aligned Service catalogue, tailored to local and regional business needs;
  • a qualitative localized onsite Service with engineers with a high skill level allowing for direct Level 2 application support and more complex services related to video conferencing and network on-site;
  • a Cloud-native solution based on Microsoft Azure taking into account the Hippa, ISAE 3402 Type II and other requirements with a temporary local extension;
  • an efficient Service integration driving value and continuous process improvement (with increased management awareness and visibility of field Services activities through our global dashboards and reporting tools);
  • an optimized and high-quality Service operations with an integrated governance model, clear accountability and a clear approach to quality;
  • a low-risk approach, seamless transition program to ensure business continuity;
  • a transparent pricing model to help the customer make informed choices on IT spending including the spread over time of Service activation;
  • a trusting effective collaboration and partnership.


  • Scalable infrastructure supportive of multiple times growth
  • Speed to serve - agility and the ability to respond rapidly to company grow was very important
  • Full Intune rollout (BYOD supportive) - automated end user enrolment
  • Usage of Shared Services-based approach allowed be price-competitive with current service provider
  • Employee experience - Cloud had to deliver a better or similar user experience globally
  • Operational flexibility – Cloud Managed workplace enabled customer to reduce on-site hands-on
  • Innovations - Azure and Intune platform are constantly evolving, opening additional opportunities for optimization and automation of customer business
  • Backup of the central environment to Azure
  • Increased the security by overarching SIEM solution implementation (Azure Sentinel)
  • Closed Security gaps closure by implementing NAC solution for Wi-Fi users

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