In endpoint management, the less you’re noticed by end users, the better that you’re doing at your job. And when you’re a global Private Equity firm with only nine IT pros to service hundreds of employees in multiple departments across two continents, successfully keeping under the radar is even more difficult.
- Our Unified Endpoint Management (UEM) as a Service offering presented this small, but wide-reaching group of IT professionals with the perfect opportunity to:
- Offload many of their tedious yet essential tasks
- Focus more on money-making tasks and processes for their company
- Still keep end users happy and stay successfully behind the scenes as a result of effective endpoint management
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A Global Private Equity Firm With Less Than a Dozen IT Professionals
This global Private Equity customer employs just nine IT professionals to service 12 offices and 350 employees in Europe and Asia.
The team was “drowning” in maintenance tasks like application packaging, imaging, and updates. A lack of deep expertise in MECM/Intune resulted in under utilization of these powerful Microsoft tools. Non-standard device provisioning had also lead to an inconsistent OS environment and inefficient troubleshooting. There was no automated provisioning capabilities outside of their main headquarters, so too many hours were spent on manual provisioning.
The firm was looking to delegate some of those tasks to a third-party contractor to help relieve the pressure and reallocate their time. They were also going through a merger at the time, so senior IT professionals wanted the team to be able to focus more on business application and processing tasks specifically to make it as smooth as possible.
A Loaded Bench of IT Pros For Hire
The firm narrowed their contractor choices to two, including Model Technology Solutions. They’d worked with both before in different capacities. After meeting with both contractors, they ultimately made the decision to go with Model for several reasons:
Expertise – Part of the mission at Model Technology is to hire the best talent in endpoint management and pass that expertise on to our customers. This level of talent was apparent to the venture firm, giving them greater confidence in our ability to implement their UEM.
Honesty – Model’s goal is to stick close to their core areas of expertise, never failing to over-deliver on projects that they pitch, and never claiming abilities they do not have. This transparency goes a long way towards inspiring confidence in clients, including this Private Equity firm’s decision to move forward with UEM.
Automation and Standardization With (Mostly) Their Current Tools
Once the decision was made, Model and the IT team began meeting weekly to hash out the logistics of the project. Model immediately identified multiple areas where automation could be improved, specifically around device provisioning.
The Model and the firm’s IT team ultimately decided to:
- Improve automation around computer naming standards and remove the human error potential in computer naming.
- Automate the manual steps through a new MECM Task Sequence deployment process. This process would account for core and ancillary applications, driver sets for multiple models, language packs for global locations, and Co-Management configurations for Intune managed Windows Update for Business and automatic enrollment in Defender for Endpoint.
- Establish global deployment servers to ensure the provisioning process could be standardized across the organization.
Through the entire discovery process Model attempted to engage the desktop support team at the firm. Model suggested using MECM/Intune to implement most of these improvements. There were several questions as to whether MECM could provide some of the needed functionality. However, Model knew it could. With Model’s reassurances, the team decided to move forward primarily using the Microsoft software suite the firm already knew and owned.
The firm’s IT team also requested that deployment be done using SCCM online, and Model was easily able to accommodate this request.
Once the plan was established, Model began automating processes one by one, including:
- Packaging of applications
- Scripting of custom desktop configurations and computer naming standards
- Packaging drivers sets and language packs for each supported model
Model also leveraged their in-house Dynamic Deployment Interface (DDI) software. This software allows for the dynamic provision process to be driven by decisions made at the outset of the deployment.
Model also implemented:
- New PXE based deployment services at the global locations for consistent provision across the firm.
- Patch My PC for third-party application updating during and after device provisioning.