Managed services improves support, reduces cost for Canadian Museum of Civilization

​Challenge

For 20 years CMCC outsourced the task of keeping its IT hardware infrastructure and network equipment up to date and running smoothly, but changes were required to better support growth and provide improved service to museum visitors and staff. The museum's wish list of services and upgrades included increased levels of service desk support to employee users, and more support for Microsoft products, as well as new server & network technologies. The organization also wanted more detailed infrastructure monitoring and performance metrics and additional technical resources for improved service delivery.

"I didn't feel the existing service delivery model was what I needed to run an operation of this type, and I wanted my team to be able to be on top of a situation before users became aware of it," said Bruce Watkinson, CIO for the Canadian Museum of Civilization Corporation.

Solution

When the current outsourcing contract came to an end, CMCC established a Managed Services agreement with Compugen for:

• 24x7 system monitoring;
• 24x7 remote bilingual help desk support;
• Break/fix repair services, with response and repair times based on SLAs;
• Deskside end-user support;
• Customer service portal for online service request submission;
• Dashboard access to real-time Compugen service performance metrics;
• Pre-negotiated rates for Professional Services project work.

"We picked Compugen because of significant cost savings, a targeted bid that addressed all the issues very clearly, excellent customer references and a winning presentation by Compugen senior management," said Watkinson.

Describing the smooth transition to Compugen Managed Services, Watkinson said, "Having a strong, experienced Compugen project manager, who had obviously done this many times before and knew what he was doing, played a big part in everyone's comfort level. We find that when dealing with Compugen, there's a level of 'we want to do this right', which is very refreshing and appreciated"

Results

According to Watkinson, the new Managed Services support model from Compugen is not only helping CMCC to respond more quickly and effectively to business challenges and opportunities, but also is providing significant service delivery and cost-reduction benefits.

"A positive aspect of working with Compugen is that their focus is on fixing problems and solving issues, not assessing whether tasks are in or out of scope," said Watkinson.