Case Study
Managed IT Services and Infrastructure Upgrade for Streamlined, Secure Operations
About the Client
Business Challenge
As the business scaled, the client needed to evolve its IT support operations to keep pace with growing and distributed user demands. Although platforms like Spiceworks, Microsoft 365, and Intune were in place, they were struggling to fully leverage the tools to streamline support workflows or reduce manual effort.
A key challenge was to deliver consistent global end-user support, particularly across different time zones. The absence of an SLA-focused service desk model led to delays in responding to incidents outside regular business hours. Additionally, the internal IT team struggled to provide quick responses to end-users, especially for high-volume or repetitive requests.
This led to extended response times for critical IT administration tasks, such as user provisioning, system access, and device management. Improving ticket management, accelerating issue resolution, and strengthening overall system security became top priorities. Upgrading network switch firmware and software to the latest versions was also essential to establish a more secure and scalable IT support foundation.
Trigent Solution
Trigent delivered a comprehensive managed service desk engagement to modernize and stabilize the client’s IT operations. A key element was a dedicated L1 Service Desk for daily user support and incident management, ensuring fast first-line response and efficient escalation of complex issues. To improve consistency and accountability, Trigent implemented structured ticketing workflows and SLA tracking through the Spiceworks ITSM platform—resulting in faster resolution times and improved user satisfaction.
To streamline operations, key L2 services such as user onboarding, license provisioning, and device compliance management were automated using Microsoft 365, Intune, and Entra ID. This shift reduced manual effort and enabled internal IT teams to focus on strategic priorities.
The Cisco Nexus switch upgrade from NX-OS 7.3 to 10.3 was executed with careful compatibility checks, backup planning, and Cisco TAC coordination, delivering a more secure, compliant, and scalable infrastructure aligned with long-term growth goals.
From Breakdown to Breakthrough
Client Benefits
- 30% faster ticket resolution achieved through automation, standardized responses, and a centralized knowledge base
- 50% reduction in manual IT workload by automating user onboarding, license provisioning, and device compliance
- 100% compliance restored by upgrading the Cisco Nexus switch from unsupported NX-OS 7.3 to version 10.3
- Zero unplanned downtime during the infrastructure upgrade, delivered through careful planning and Cisco TAC coordination
Technology Stack
