Total IT Global

Rapid Transition & Flexible Support: How Total IT Global Tackled Complex Challenges for an Industrial Tech Giant


Dispatch and Smart Hands & Feet Support

No. of Sites


No. of Countries

30 Countries

About the Client

An American industrial technology conglomerate.


  • The client mandated a challenging timeline of approximately 15 days to transition the project across 30 countries, for the maintenance of Laptops, Desktops, and other EUC and Network devices.
  • This posed a significant logistical challenge.
  • There were critical project activities that demanded immediate attention, beyond the initially agreed scope of services. These unforeseen demands required swift action and adaptability to deliver effectively.
  • To provide support for out-of-scope sites without incurring extra costs, which added another layer of complexity to the project.

Solution & Visible Results

  • Total IT Global swiftly onboarded resources at multiple client locations, to ensure prompt initiation of service delivery. A crucial agreement was reached with the Client, exempting SLA penalties for the initial one month, recognising the challenges of rapid deployment.
  • Multiple project activities were completed for the client, even beyond the agreed scope. This demonstrated a high level of flexibility and adaptability to address business-critical requirements, ensuring great Client experience.
  • Total IT Global went the extra mile by addressing tickets that fell outside of their defined scope of work also, operating on a Time and Materials (T&M) basis.
  • Total IT Global’s commitment to excellence and ability to meet urgent demands has resulted in consistently positive feedback and high levels of client satisfaction over the two-year partnership.