The Story of an IT Solution for a Global Company
Fleet MPS recommendations have been developed over many years and are tailor made for each client’s individual needs with a proven track record of successful partnerships. The service provides substantial and sustainable savings and improvements in productivity. They are also carried out and implemented to as specific process which ensures our ongoing relationships with our customers are very strong. Our relationship through the provision of print services and our technical competencies meant that we are the natural choice to broaden our services with our clients and provide additional IT Services.
Our overriding concern is to make the transition to a Managed Service provider as smooth and efficient as possible through rigorous planning and attention to detail which follows through to comprehensive after service and ongoing planning for future technology as the workplace changes. There are also measurable environmental benefits associated with implementing a Managed Services.
This is a Case Study of the process at Shionogi Ltd, an award-winning, global pharmaceutical company with hundreds of offices throughout the world. Fleet MPS provided print services to the European Head office working with the Global Head of IT and the Chief Finance officer and through demonstrated capabilities we were chosen as the Technology partner when the client came to relocate to their new multi million £ state of the art offices in central London .
Step One: Assessment Phase
A Fleet MPS consultant spent time at the client’s central London office, making a detailed assessment of the client’s requirement for voice, data and audio visual capabilities for the new offices. This process included detailed discussion with key stakeholders on their requirement for communications with Head office, existing clients and new business relationships. Fleet MPS also worked very closely with the global head of IT and were sensitive to standards and requirements set on a global basis. The Fleet MPS Consultant attended regular project meetings with the primary contractor, designer and Project manager to ensure that all aspects of technology were smoothly integrated into the new offices as the communications capabilities would be key to the success of the new location. Project plans were drawn up based on very challenging timescales, budgets were engineered according to requirement and specification and key contractors were instructed and integrated into the overall project plan. Once the technology requirements for local and global networking were identified alongside voice and data and audio visual capabilities the key was to help identify the latest technology to ensure state of the art communications were implemented on time and within budget.
International Pharmaceutical Company Chief Finance Officer: “Fleet MPS have a proven track record of delivering real business benefits. They work well designing highly specified solutions and achieving our goals within challenging timescales and minimal fuss. They understand our specific needs and are able to work closely with our end users and our global IT support.”
Step Two: Designing the Solution
The Fleet MPS Consultant worked closely with the client senior executives and the Global IT team to identify both current and future requirements for a Managed Service which included the latest technology. There was a specific requirement to included global networking for data, email and video conferencing with both mobile and fixed line telephony and local wired and wireless networks. This was then complimented with meeting room suites which included the latest integrated audio visual and conferencing capabilities and room booking systems. Fleet MPS identified the appropriate partners for the provision of services and designed the overall IT project plan in include all aspects of IT and ensure that they were scalable with the client’s overall global IT strategy. This included the latest 10GB cabling solutions, states of the art communications rooms, housing patching racks and cabinets and all communication hardware. Data capabilities for both the global network and the local internet and IP telephony were included as were WiFi heat maps for maximum wireless network performance. Fleet MPS also identified appropriate IT and communications hardware including laptops, mobile phones and integrated multifunctional printers.
Step Three: Implementation and Go Live
The implementation plan for the roll out of the Managed Service and all aspects of technology for the new European head office included the Fleet MPS consultant working as part of the overall project management team planning directly with the contractor for the fit out of the offices within an extremely short timescale. Fleet MPS ensured all aspects were planned and documented appropriately and installed in line with key milestones in the project. This included all data points and cabling to the patch frame. Testing and installation of integrated audio visual capabilities which included presentation, audio conferencing and video conferencing which are managed and remotely using automated room booking system and digital signage capabilities. The communications room was designed and build and key services such as servers, firewalls, routers, telecoms and switches were installed set up and configured the highest levels of security and integrated in to the clients global network. Fleets MPS consultants and partners worked out of hours and at weekends to ensure the critical timescale was achieved so that the client’s users would have all services available on the first day in their new offices. All users were trained on the technology and supported on an ongoing basis and Fleet MPS now manage all aspects of the support service that was required after the successful implementation
Step Four: Managing the Service relationship
On an ongoing basis the Fleet MPS Consultant and project manager have built a good working relationship with the client as a trusted partner. Regular reviews with senior stakeholders ensure that all aspects of the service delivery package work well. The end users have a European wide 24-7 HelpDesk that provides first line fix for all it related issues as well as the capability to provide onsite engineers when required as part of the SLA. The relationship is extremely strong as Fleet MPS have demonstrated through their efforts that they valued the core ethics of service delivery and customer satisfaction. The International Pharmaceutical company do not have to have any in house IT resource as it has been outsourced to Fleet MPS and all that is required is regular reviews and the assessment of Fleet MPS ability to fulfil the Service level agreement and plan for future technology requirements which allows the client to focus on other core business related activities. Fleet MPS and the client are now working together to identify other projects relating to cost management and business process with a view that the relationship will go from strength to strength. Fleet MPS also work very closely with the global IT team and are currently looking at locations through out Europe to provide further managed services.
Global Head of IT: “Fleet MPS provide a local Managed Service which integrates with our global resources to ensure that a seamless service is provided to our end users from the UK, Europe and beyond.”