Colle+McVoy Case Study

Recently, The Foundation helped Colle+McVoy with their IT Department's transition into supporting their sister company, Mackenzie Marketing. To make a smooth changeover The Foundation offered solutions for remote machine inventory and updating, Casper and Jamf Software Server to compliment Colle+McVoy's use of Timbuktu, and had ideas for extending helpdesk services to the remote location.

After a few mis-steps I returned to Chip [Pearson] explaining that extending Helpdesk services to another company was a much larger and complex project than I initially anticipated. In the first six months of supporting the new users everyone was quite unhappy (including my IT staff). There were breakdowns in communication at almost every level. On top of this situation, Colle+McVoy's I.T. Department was soon to take over Helpdesk support for a new office in Chicago, said Bill Hansen, IT Director of Colle+McVoy.

So Colle+McVoy came to The Foundation, looking for a better solution for their helpdesk. Chip pointed them to 1543AD and Chris Judson. Chris had experience in rolling out helpdesk services to companies with multiple locations.

Over the past three months Chris has helped me develop software and hardware requirements that will feed into a Service Level Agreement, which will be used as the basis for Helpdesk services at each new company we support. He has also developed a detailed project plan to keep the process moving forward and set expectations both internally and for the new companies we support, said Bill Hansen.

The initial beta testing of Colle+McVoy's helpdesk offerings will begin in November. The new processes and services should be deployed across all three offices by March 2005.

Chip and Chris have also helped Colle+McVoy evaluate Helpdesk trouble ticketing software, which will play a major roll in our new processes. Due to the integration with Jamf Software Server, Colle+McVoy has decided to deploy Max Helpdesk from Volchok Consulting, Inc.