UCM Group

Requirement : Support Services

UCM Group looked to service provider Blue Chip to support their IT infrastructure and users across two continents in addition to developing a robust and secure computing platform.

>> The Client

UCM is a world leader in the conversion of naturally occurring minerals into superior, synthetic raw materials primarily based on the minerals magnesia and zirconia. The UCM Group comprises of five companies located in the UK and US. In 2007 the Group was acquired and is now part of the world leader Imerys Group.

After experiencing a drop in the quality of IT support from their existing provider, the management team realised their strong business need for a reliable and superior external support service that would meet their technology requirements.

>> Solution

Blue Chip was selected from a number of contenders to deliver a comprehensive support service including remote service desk; around the clock server monitoring with Blue Chip's VIM service; system administration and project management services.

The solution was designed to complement UCM's internal support team providing an escalation point for complex issues; a cost effective mechanism for managing the day to day IT operations; and expert technical advice and opinion.

With the Blue Chip solution in place, UCM now have continuous monitoring, management and enhancement of the network, in line with future business activities and requirements.

>> Success and Company Benefit

A Blue Chip engineer visited UCM's site to document their existing IT systems, coupled with a full understanding of the organisations processes and procedures. This was followed up with a comprehensive report offering recommendations for the future of the organisations IT Systems.

Subsequently, Service Desk support was implemented with full network, personnel and contract details available at the click of a button. This ensures that all issues are resolved within a minimal timeframe and excellence can be delivered as standard.

Patrick Anderson, IT Systems Manager for UCM Group said, "As a small/medium sized business we are heavily reliant upon our IT support and Blue Chip showed that they understood our needs and were able to deliver a quality service with a pricing model that provides real value."

Technical Solution

• Blue Chip extended hours Service Desk
• Regular scheduled engineering
• Real time network monitoring with VIM
• 3rd line technical support
• Project management services