Manufacturing Case Study: Major Defense Contractor

When you are a global defense contractor, maintaining a sophisticated service desk configuration is vital to operations. In this fast-paced, high-security industry, this client delivers integrated solutions for the global communication market along with support for a variety of aircraft and ground systems for military government and commercial customers.

Based in New York, the contractor is one of the world’s preferred sources for highly customized design, integration and certification of mission subsystems and interiors for VIP/Head-of-State aircraft. Based in New York, it has operations in 40 states and 29 countries.

The challenge

To earn this customer’s business, Bell Techlogix needed to meet regulatory requirements as part of the complex bid process. Once the partnership was established, Bell Techlogix began investigating current needs and establishing a strategy to significantly improve the quality for the service desk.

The result

Bell Techlogix’s solution was a multi-layered approach, including a Tier 1 and Tier 2 Service Desk and ITSM Toolset. A 24x7x365 service desk solution was established for direct support for military, government and commercial customers. An initial knowledge database was also built for proprietary applications. Through this approach, Bell Techlogix produced the following results:

• Consistently exceed SLA targets
• Support 23,000 users and 45,000 devices
• Customer satisfaction surveys average 4.7 out of 5
• Increased business visibility through the use of the Bell Techlogix customer-facing BI platform

In 2018 Bell Techlogix was selected to lead the implementation of a highly complex and secure instance of Service Now to support the global enterprise.  This effort consolidated the use of 23 different ITSM platforms across a dozen business units to a single ServiceNow instance for the entire enterprise.  Bell Techlogix also performs the management and maintenance of ServiceNow for their client.

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