Middlesex University Middlesex University required a desktop environment that offered staff and students availability, reliability and resilience in the way it is delivered and supported.

Posted 05 May 2021

Middlesex University required a desktop environment that offered staff and students availability, reliability and resilience in the way it is delivered and supported.

The Scenario

Middlesex University is a large North London University with 14 regional offices world-wide. It has four campuses: the flagship Campus at Hendon with the remaining sites located at Trent Park, Cat Hill and Archway. The University provides IT for its 2,000 staff and more than 23,000 students through networked computers which are facilitated by the University's Computing and Communication Systems Service. The University has one of the largest Computing Science teaching departments in the UK, which offers study programmes at foundation, BSc and MSc levels within Business Information Systems, Computer Communications and Computing and Multimedia Technology.

The Solution

Ajilon manages the complete cycle of configuration, delivery, installation and disposal of redundant equipment. New IT equipment is stored securely at Ajilon’s fully insured warehouse facility which enables the required urgency and flexibility of calling off stock as needed. Whilst value and performance are key attributes of IT systems, the timely configuration and delivery of systems is essential to the success of this project. Ajilon provides a highly experienced Service Delivery Manager to oversee the processes and to manage the delivery team to ensure the continuity and consistency in supply and support activities. Both hardware support and deployment services benefit from agreed SLAs and a repository for comprehensive recording and reporting.

The managed services comprises:

  • Equipment storage and forward delivery to end user locations
  • Installation of workstations and notebooks, including data transfer and application installation
  • Hardware customisation to ensure that all desktops meet the university’s image specifications
  • Equipment asset management tools to aid the efficient tracking, cyclical replacement and financial management of the desktop environment
  • Provision of a dedicated project coordinator to enact a 5 day SLA from receipt of goods to deployment to end user locations
  • Interaction with the University’s own helpdesk and call logging system to ensure successful harmonization and management of user demands and requests. This encompasses hardware support, ad-hoc requests and installation queues
  • On-site hardware technicians to provide a 12 hour break-fix service. This service ensures the presence of an engineer to attend the relevant site and repair or replace the equipment in the specified time frame
  • Ad-hoc requirements, for example:
    • Departmental moves
    • Home worker installations
    • Custom desktop configuration and hardware installation activities.

The Outcome

Ajilon has provided a successful service to Middlesex University since 2005 for both hardware support and hardware deployment activities. This success has led to Ajilon recently winning a 24 month contract with the University based on the continued reliability and relationships that have been formed during this time.

Key Achievements:

  • Middlesex University has experienced cost savings year on year through the provision of additional value added services such as re-imaging of hardware and cost reductions with no degradation to the quality and skills delivered
  • Flexibility has been demonstrated since 2005 as the University’s needs have changed. This includes the provision of newly identified services as the result of changing business requirements and specific ad-hoc requests
  • Consolidation of campuses has led to re-location activities – moving desktop infrastructure site to site
  • Ad-hoc decommissioning activities
  • A full IT estate audit
  • The managed service has consistently achieved high scores in regular customer satisfaction surveys
  • SLA compliance has never fallen below the 95% satisfaction
  • All hardware related faults have been resolved with 12 hours
  • All hardware has been installed to customer within 5 days of receipt of request
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