CASE STUDY

Customized Approach to Shared Services Support

Customized Approach to Shared Services Support

PARKER HANNIFIN is an international Fortune 500 manufacturer of motion and control systems with 60,000 employees worldwide. 
 
Parker turned to MCPc with these business priorities:
  • Reduce IT cost and provide a variable staffing model
  • Outsource non-strategic functions, including tier 1 telephone support, onsite desk side support, and overall PC lifecycle management
 
Parker turned to MCPc with these IT priorities:
  • Reduce desktop and laptop refresh cycle times (from procurement through desk-side delivery)
  • Provide a shared services support model to remote locations that mirror services provided at corporate headquarters
  • Increase end-user satisfaction in terms of responsiveness and support quality
 
How MCPc responded:
  • Provided Parker with an integrated end-point client computing lifecycle management solution.
  • Helped drive efficiency throughout the Parker supply chain, reducing cost, improving client satisfaction and delivering a shared-services solution to divisions that operate outside of corporate headquarters.
  • Leveraged existing service desk tools to ensure consistent reporting for service levels, as well as integration into Parker`s SCCM infrastructure and software delivery vehicle.
  • Provided an evolutionary service and solution model through quarterly business reviews where actionable metrics are reviewed and deliverables defined to address opportunities for improvement.
 
Why Parker values MCPc:
  • Provides unified integration into existing tools and processes
  • Crafted a customized but flexible approach to meet specific service levels and key performance indicators
  • Ensured process accountability from device procurement through retirement
  • Provided consistent resources to ensure service delivery continuity
  • Willing to enter into penalty-based service level agreement
  • Flexible in developing support solutions to remote locations
  • Provided robust technical support with agile installation of personnel equipment
  • Delivered desk-ready devices to remote locations (personalized, line-of-business applications, data migration)
  • Integrated procurement and end-of-lease processing into its services
  • Provided project management to coordinate all lifecycle management touch points with end-users, manufacturer partners, leasing partner and internal stakeholders
  • Services included support for mobile devices
  • Provided quarterly review of scorecards and actionable metrics

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