Client: Radisson Hotel and Conference Center

Introduction

This case study reveals how the use of Managed Services can supplement an existing IT staff to deliver IT services when both time and expertise is limited. Radisson Hotel and Conference Center is an organization that delivers hospitality and convention services to their clients. Uptime in taking care of their clients is critical to properly deliver services to their clients.

Background

The problem that faced the Radisson was not having enough resources (time, people, and expertise) to address the IT needs of the organization. The IT Director had more than enough on his plate and was at a tipping point. This problem caused the Raddison to explore the possibility of hiring on additional staff. However, it was likely that one additional staff person would not have the necessary expertise to handle the varied complexities present in the day-to-day operations unless they were raised what they were willing to spend for that person.

Aims and Objectives

The ultimate goal of the IT director was to get his workload to a reasonable level and outsource many of the IT tasks that he didn't either have time or expertise for.

Approach

Infinity Technology was able to help Radisson by deploying Managed Services to supplement the overall IT delivery to its internal clients. Day-to-day IT needs such as addressing workstation issues, patching operating systems, fixing back-up problems, fighting virus and spam issues are just some of the regular work that is performed by Infinity Technology to assist the Raddison with its IT needs.

Challenges

The challenges that were faced overtime were similar to when someone else is introduced to a new environment. Understanding the culture, when to do or not to do something, or understanding some of the intricacies that are inherent in an environment were all part of the process. Infinity addressed this issue by having a ticketing system in place to clearly communicate what the "to do's" are. Also clearly communicating eachother roles and responsibilities along the way helped clear up any role responsibility issues.

Success

To this day the Radisson Hotel and Conference Center is happy with Managed Services. The support team at Infinity Technology along with the tools used to monitor and managed the environment is the reason for the successful delivery of this program. The end result is a better managed IT environment while at the same time saving thousands of dollars by not having to hire additional staff.