The Challenge
The Client is a large private retailer-owned supermarket cooperative in the US with 200 stores and 50,000 associates. With a focus on improving service while reducing cost, the Client began a re-evaluation process of their desktop standard. The main goal was to select the system(s) that could perform well above and beyond the typical 3-year lifecycle.

Service: Repair or Replace (Including Disposal of Broken/Obsolete Equipment)

Systems (Desktops/Laptops/Servers):	Printers:	Software (Desktop & Network):
Service for all components including Monitors, system components, Hard drives, memory, PCMCIA cards, NIC cards and CD-ROM drive.	Service for all Printers including applicable components and consumables. Option for replacement includes refurbished equipment.	Standard desktop applications; OS (Operating System); NOS (Network Operation System).

SHI's inclusion in Vendor selection for the opportunity was based on SHI's proven record of success as the Client's primary software and hardware supplier, SHI's total experience with almost $1 billion annually of hardware sales, and unlike OEM's, no vested interest in selling a specific brand of desktop, laptop or server. In addition, the Client's current IT Staff was considered for the Service Portion as a "Staff & Invest" versus Outsource Model option. After the completion of an in depth bid response evaluation, SHI was proud to be awarded the Contract for the Client's Complete IT Procurement Solution.

The Solution
Upon the successful transition of all duties from their former internal IT Department to SHI, the Client now utilizes SHI's expertise to source, test, quote, purchase, configure, asset tag, deploy and maintain all their PCs and peripherals across multiple locations. SHI's Service Responsibilities include:

• 8x5 Helpdesk Support for end users hardware and software
• 24x7 Technical Dispatch Support for evening/weekend network failure emergencies (optional)
• SLA: 4-hour response time with an ETA; Problem resolution within 5 business days.

SHI has set up at Client Headquarters a permanent onsite Help Desk Team composed of:

Administrator:	Help Desk Level I/II/III Technicians:
Providing supervision, training of helpdesk personnel, delegation and tracking of daily trouble tickets, determination of helpdesk policy and procedure, handling of escalated issues, regular status reports, monthly compliance meetings with respective representation, inventory control, base image management.	Providing immediate phone troubleshooting and, if escalation required, onsite repair of hardware and software at the desktop and network level. Technicians are also available for additional Projects outside scope of contract.

In order to ensure quality and the SLA being met, SHI creates a reference guide to determine end-user levels and problem areas by researching the Client's in-house help desk software. With the help of the reference guide, SHI trains all Client personnel on basic helpdesk troubleshooting as well as how to access shi.com for all pc requests, quotes and routing of approvals for orders. All requests for support are routed through the Help Desk for tracking purposes then routed to the appropriate resource for resolution. Onsite parts inventory is maintained at levels to assure that repairs shall not be delayed for more than 5 working days due to lack of parts. Working directly with the Client, SHI assists with software platform and version application standardization to streamline all upgrades/updates for a scheduled timeline. Several basic images are created for the standard desktop and laptop load. These images are maintained by SHI Certified Engineers and are hosted on a dedicated server at the SHI Configuration Center. As standard software is upgraded and/or changed, SHI technicians insure that all images are up to date and functional. A standard inventory of desktops and laptops is maintained at the SHI Configuration Center Warehouse also ensure that order to delivery on a unit ordered will not exceed 3 business days.

The Result
After the initial 3-month set up and implementation of the Client's Complete IT Procurement Solution, SHI did an analysis of performance based on 3,000 PCs and peripherals and over 40 various software applications being directly supported by the Help Desk Team. The SHI Team averages 250 calls per month and images approximately 20 new PCs per week. Of tickets issued for troubleshooting, 60% are for software issues and 40% for hardware problems.

The Client also did their own quarterly analysis of SHI's performance resulting in the following statistics:

87% of all calls resolved/closed within 2 bus days 142 pieces of equipment & software installed An average of 20 calls in queue per day (versus Client's own IT Dept's previous average of 94 calls in queue per day)

97% of all calls resolved/closed within 5 bus days 82% of installs completed within 2 bus days of request Client receives positive feedback from users 2-3 times per week