Informa improves service delivery levels by partnering

THE CLIENT

Informa is one of the world’s leading knowledge providers, creating and delivering highly specialised information, providing valuable knowledge to individuals, businesses and organisations around the world. They operate across the fields of conferences and events; publishing; training; market intelligence and expertise; and management consultancy. They operate in over 40 countries in North and South America, Asia, Australasia, Europe, and the Middle East. Transputec’s service desk and networking teams have integrated with Informa’s in a true partnership which provides a seamless support service. Not only have our service levels improved, but I feel confident that I can rely on our Partner to deliver and be there when we need them at any time!” This is an open-ended service contract, which will continue to evolve to meet Informa’s needs. Should these change as the organisation goes on growing, then Transputec will keep offering refinements to their service to meet the requirements.


THE SOLUTION

Their technology infrastructure is a vital part of their success, and it is essential that it is reliable, consistent and available on demand.

Enzo Simoni, Informa Regional Director of Data Center Services and Cloud Computing, said “We needed an effective way of managing the support of our critical servers 24/7, we found Transputec’s managed service offering an appealing and so we decided to try it.”

The trial began with a few servers towards the end of 2012, and then rapidly expanded to a larger number of their core servers which are now fully monitored and managed under a 24 / 7 service. This service allows the technical teams to spend more time improving business processes, whilst Transputec helps to run Informa’s infrastructure.

Enzo continues the story: “The overall experience had been so positive we began to explore other managed service offerings and decided to use Transputec’s remote skills managed service.


THE BENEFITS

Informa’s service level and performance indicators have improved, with support staff available 24/7. This delivers a faster response to end users. All organisations experience problems at times, and the recent global economic challenges have created a number of testing situations. In addition, international operations require services to be consistently available regardless of time zones. Small companies can often be more agile than their larger counterparts, providing innovative, tailored solutions, and fast responses. A partnership such as this brings together the best of both worlds.

Informa, already a global success story, has been able to grow even more, as they can concentrate more on their core business, while leaving Transputec to do what they do best – provide support in the form of managed services.

Around the world... round the clock...

One of the major challenges of running an international business is arguably the least controllable: the world clock. No matter how dedicated and vigorous the global team members are, some will always be asleep when others are awake and in need of access, data, records and so forth. Transputec’s 24x7 service desk and teams are always available to assist clients around the clock and around the world.