The Challenge

Customer Profile

• Energy Industry
• 2800+ Employees
• North America-Based

Help Desk was receiving large increase of service desk tickets regarding application installs and application compatibility.  Applications were not documented or tracked.  Application deployment success rate was below 60%.  Upon review of the applications and programs being deployed in SCCM, generic .bat files were being used to launch installs using UNC paths and no exit codes were being captured by SCCM.

The Solution

We worked with the Asset Management team and the application owners to create a process and workflow to track submitted applications, documentation, and give visibility of the application status.  By creating a workflow for application packaging, we were able to build a centralized application repository for application deployments via SCCM, developed policies and guidelines for application packaging which standardized how applications were to be automated and deployed correctly.  As part of our workflow, OS compliance and 3^rd party software vulnerability patching were implemented for servers and clients.

The Result

By creating workflows and implementing the correct tools, time was reduced from request to user deployment.  This also gives visibility to all teams on the status of their application requests.

By standardizing on application packaging and deployment, the success rate rose to 98% for enterprise deployments.  Since validating compatibility with the applications and automating the installations is now part of the application packaging workflow, the amount of tickets generated reduced significantly.

By rationalizing the software and consolidating to specific versions, it enabled the customer to reduce the number of managed applications and reduce the security footprint of 3^rd party software.

By implementing 3^rd party software patching, the operations team can stay ahead of vulnerabilities by maintaining a high compliance rate with the application stack and operating systems.

If you are interested in finding out more, contact us.