Total IT Global

Servers Hands and Feet Support on Dispatch Model for a global electronic components distributor brought in operational efficiencies across 6 continents


Servers Hands and Feet Support on Dispatch Model

No. of Countries & Sites

45 Dispatch sites including remote sites, across 19 countries


L1 EUC, SD Resources and Hands & Feet Support

About the Client

International Distributor of Electrical Components, Cables,
and Safety Equipment.


  • Critical sites were required to be transitioned in a week’s time, which were spread across Europe.
  • VIP users were required to be catered to, with quick resolution SLAs and non-standard service windows.
  • Required to support one off installations/de-installation for servers shipped by the OEMs, in addition to usual Hands & Feet Dispatch requests.

Solution & Visible Results

  • Ramped up all the critical sites in a week’s time. For critical sites, resources were always kept on standby for a minimal retainer fee. This facilitated quick deployment of resources for the sites, enabling adherence to the stringent SLAs for 95% of servers and 5% storage and back-up devices.
  • Provided registered primary and secondary resources for the VIP sites. Covered 24×7, 17×7 and 15×5 service windows with the same pool of resources ensuring knowledge retention.
  • Proposed activity-based project cost to cater server installation/de-installation and other requests, where the engineer coordinated with the technical and logistics teams at the Client’s end, for seamless server deployment.