The YMCA of the Greater Twin Cities had an existing IT system that was not meeting their needs. They needed help creating a system that would combine both an end user portal for employees to submit issue tickets and a change management system in one. The organization also lacked a configuration management data base (CMBD) and an asset management database.
The YMCA of the Greater Twin Cities engaged Concurrency to assist them with the prioritization and alignment of internal assets (people, processes and technologies) required to maximize their strategic investment in Microsoft System Center. Concurrency assisted the YMCA in the planning and deployment of System Center Configuration Manager to meet their client and server management needs specifically around the following areas:
- Software deployment
- Client and server patching
- Endpoint protection
- Built out imaging process across multiple computer models, as well as, prepared them for imaging of surface tablets.
Concurrency also assisted the YMCA in process planning and System Center Service Manager solution alignment to the following process areas:
- Configuration Management through automated population of a Configuration Management Database (CMDB) with IT assets.
- Incident Management and Problem Management improving the end user support experience and moving from a reactive to proactive support model.
- Change Management complete with a change calendar and web based access for IT and non-IT staff to submit change requests.
- Service Catalog with Self-Service to end users allowing the business technology group to gather the right data at the right time for improved support as well as a way for end users to communicate with IT staff and have real time status updates.
"The change from using siloed application to manage service desk ticketing, change management, anti-virus, system imaging and software deployment to using integrated System Center is helping an undersized IT department simultaneously improve customer service and the delivery of systems and services without adding new staff"
- Robert Haight, Technology Manager, The YMCA of the Grater Twin Cities