Baseline Skills Assessment

To begin the engagement, Taos assessed the existing staff members to understand skill competence for the current environment and readiness to support the upcoming move to the XP operating environment.

Gap Analysis and Strategic Plan

Through insights gained during the Skills Assessment process and in-depth conversations with multiple members of the Desktop management team, Taos performed a Gap Analysis and developed an appropriate Strategic Plan to achieve the goals. The plan provided recommendations for improvements within staff members and for the team as a whole in addition to a detailed Managed Deployment solution.

Managed Deployment

At the onset of the engagement, Taos and the client worked to define the appropriate Service Level Agreement (SLA) to increase customer satisfaction and meaningful systems and support performance metrics. We then customized the Remedy ticketing system to ensure strong data capture for recognition of pattern issues, to manage warranty repair processes and to manage root cause analysis. We continued on to customize reporting to ensure we were able to demonstrate accurate performance against SLA objectives including response time, resolve time, customer satisfaction, tech to PC distribution, and warranty repair management. We set up a central document repository, created standard documentation templates, and went about the job of documenting all technical and process operating procedures and communicating these to our staff. Taos manages the staff directly through an onsite Engagement Manager who meets regularly one-on-one with each staff member, weekly with team leads and client management, and monthly with the entire Taos team. The engagement as a whole is managed through the success against SLAs and an engagement Scorecard.