Today’s economic climate requires organizations to change how they consume information technology services and enable change for their employees, business partners, and customers. CIOs and Information Management departments must continue to deliver value for every dollar invested, while minimizing risk, managing uncertainty, increasing agility, and controlling costs…. all in an environment which grows more complex daily.
Many IT services are extremely critical, but at the same time they are repetitive, non-core, and generate recurring costs to the business. Government agencies prefer to focus on the mission of the organization. Businesses prefer to focus on market leadership strategies and increase revenue by developing and selling value-added products and planning for future growth.
Since taking over the contract in 2007, CRI improved operations at the INL Help Desk by decreasing the time between initial call and ultimate solution by 400%, and improved first point of resolution to over 80%. CRI reduced ticket service time from 4 days to 1 day, and improved customer satisfaction to 98%. INL management presented the Operations Center as a case study at national DOE conference in 2008. Additionally, the Hackett Group, an independent benchmarking firm, has rated the INL’s Operations Center as world-class, taking into consideration CRI’s technical competency.
CRI provided Infrastructure Management, Security Compliance, and Application Management Services to the Hewlett-Packard Company (HP) Americas Services Delivery Operations (ASDO) Enterprise Technical Services division. CRI delivered these services as managed services using CRI’s Managed Service Methodology (MSM) and utilized a mixture of fixed and time and material pricing. CRI worked collaboratively with HP to provide these services on top of their datacenter and hardware infrastructure supporting HP’s North and South America employees and to HP’s trade customers such as General Electric, American President’s Line, and London-based Smith’s Group, and PLC.