Solution Spotlight: Fleet and Configuration Management for 11,000 PCs

Customer: Statewide, online public school for grades K-12
Location: Central Ohio

Highlights

Customer was managing a fleet of 7,000 PCs in which inventory tracking, imaging and configuration, service, storage and warranty repair had become an unmanageable and unreliable process. MCPc developed a customized fleet and configuration management process to meet the specific customer needs and requirements while tracking inventory and assets in real time.

Benefits

• Monthly physical inventory of the customer’s fleet has been streamlined with improved accuracy and real-time reporting.
• Significant cost benefits due to MCPc’s buying power and warehouse storage.
• Improved delivery time from new student admission to first login.

Business Need

In 2004, this customer was looking for a new technology solutions partner to provide configuration management, kitting and helpdesk outsourcing services for its fleet of more than 7,000 PCs. State regulations required the partner to provide accurate PC inventory control and reporting, as well as high-volume, quick turnaround. Their current provider did not have the processes or metrics in place to provide the necessary data. MCPc was selected for their breadth of capabilities, and high level of expertise in configuration management and inventory tracking.

Solution

MCPc developed a customized fleet management process for the customer’s specific needs and requirements. Reporting methods were put in place to track current PC inventory levels and assets in real time. A system was developed to allow the customer’s new PC kit requests to be quickly processed, allowing new student hardware to be configured, tested and shipped within 24 hours. New PC kits are bundled to include all necessary cabling, peripherals and accessories.

Hardware is asset-tagged to the customer’s specifications, including scanable bar coding. Printed collateral is sent with the shipment, featuring a get-started guide, installation instructions and user sign-off documentation to confirm system delivery. At the end of a student’s enrollment, the PC kit is shipped back to MCPc for testing and repair, and then added to PC inventory for reuse.

MCPc also provides helpdesk outsourcing services for breakfix incidents. Requests import from the customer’s helpdesk system to MCPc’s order and configuration fulfillment center, allowing for fast, efficient breakfix delivery. MCPc manages the advancement of helpdesk tickets to notify the customer of daily shipments. Non-functioning hardware is returned to MCPc for testing, repair and configuration to fulfill future requests.

In addition, MCPc leverages their buying power to help the customer purchase new equipment in bulk, and then stores excess inventory at its Cleveland warehouse facility.

Results

Prior to working with MCPc, monthly physical inventory reconciliation was a tedious process, which accurate data collection and real-time reporting have significantly improved. The customer also realizes cost benefits due to MCPc’s buying power and storage, as well as the improvement in delivery time from new student admission to first logon.

Ongoing communication has provided a collaborative approach to continual process improvement, as well as the identification and mitigation of potential delivery risk. Potential problems tend to be identified and resolved before they become major issues.

Over the past five years, the fleet has grown to more than 11,000 PCs, with multiple models and manufacturers. Partnership with the customer has grown as well, and MCPc is now their trusted technology solutions provider for many IT needs. If your business is seeking fleet and configuration management solutions, MCPc is available to listen to your needs and customize a program that will help streamline your operations.