End-User Computing Management

Overview

The client, one of the reputed staffing agencies operating in the United States, wanted a complete solution for managing the systems of their workforce.

They had a mix of remote, hybrid, onshore, and offshore employees, so they needed a centralised method to manage user access, check device performance, asset management and tagging, application licence management, device compliance report every week, and much more.

In addition to that, they also request incident handling mechanisms, L1 and L2 ticket support with on-call assistance, and change request management.

Problem Statement and Challenges

Since their primary means of business meant dealing majorly with the workforce for themselves or the clients, the requirement of End-User Computing Management was crucial for them and necessary to grow their business

The end goal was to implement a centralised system for managing computer systems across their network securely and efficiently.

Solution

With a team of experts at our helm, we initiated by embedding Microsoft Endpoint Configuration Manager (MECM) and Microsoft Intune, using which we set up the security and compliance policies and system configurations and performed asset tagging for all the devices in the network.

Afterward, we configured Azure Active Directory Admin Centre to strengthen security using single sign-on and multifactor authentication features. Moreover, it also helped in managing users in a distributed environment from a centralised dashboard.

The next on the list was configuring Nexthink, which collects data such as CPU usage, crashes, and more from end users and generates an efficient solution for ticket management. The implementation helps perform network-wide resolution for common issues, saving a lot of time wasted manually configuring each system.

The last thing on the agenda was to fix an Information Technology Service Management (ITSM) protocol using ServiceNow. This includes Incident Management, Change Management, Problem Management, Configuration Management, and facilitating Continual Improvement Management.

To make it easier for the administrators to understand the process and functionality, we also compiled a User Instruction Manual, which we saved on the client’s Sharepoint for easy access.

And as requested by the client, the performance analysis report generation was scheduled weekly and monthly.

Microsoft Endpoint Configuration Manager
Workflows Configuration With Service Now
Azure Active Directory Admin Centre
Device Management Using Microsoft Intune
Performance Monitoring Using Nexthink
L1 and L2 Ticket Resolution
Instruction Manual For Ease of Use
Report Generation On Weekly and Monthly Cycles

Results and Success Criteria

The client ended up with a more organised method for managing their distributed workforce through a centralised system for managing their tagged computing devices.

Moreover, with enhanced security and asset management, automated ticket management, and report generation, the manual tasks were reduced by quite a large extent, ultimately saving the client’s valuable resources

Moreover, with an organised process with secured layers for data sharing and operations, they became a more robust option as a workforce provider among potential clients.