Hardy Underwriting Group. Outsourced IT that’s cheaper and more efficient. We’ve got it covered.
Hardy Underwriting Group is a specialist market leader in aviation, marine and non-marine insurance. When Hardy’s Business Change & IT team wanted to explore outsourcing its Service Desk to a Managed Services Provider, they turned to us.
Hardy’s IT team were under pressure to improve its alignment with Business Applications and Processes but were hindered by a high number of internal support calls. After investigating the options, Hardy also chose to bring Systems & Network Monitoring into scope, along with 3rd Line Support resources for its core infrastructure.
Hardy’s senior team had to ensure a seamless transition to any new provider, and an improved level of service. We were selected from a number of Managed Services Providers for our reputation and expertise in the Insurance and Finance sector, as well as our 4-star accredited Service Desk. Hardy were also particularly impressed by our consultative approach and innovative solutions.
‘Our service desk analysts resolve approximately 82% of calls on the first contact.’
After the transition plan was agreed, our internal Software Development Team tailored our ServiceStage product to meet Hardy’s requirements.
Hardy now diverts its IT support number to our service desk, where they are answered and managed seamlessly. Once an incident has been triaged, our service desk analysts resolve approximately 82% of calls on the first contact.
The outcome and benefits
- 1st Line Hybrid Service Desk – freed up the internal IT team to focus on strategic projects
- Monitoring – provides proactive resolutions
- 3rd Line support that provides technical resource as an extension of Hardy’s own Service Desk
- A saving of over £20k pa in ITSM toolset, incident management and monitoring licensing (ServiceStage)
- End-to-end incident life-cycle management without double-entry of information
- In-depth and intelligent reporting for its executive team
The extra mile
Our agentless Monitoring Platform allows 24×7 pro-active alerting, trending and reporting of critical infrastructure and business applications. This is incredibly valuable for Hardy as many insurance modelling tasks run out of hours..
3rd Line Support & Problem Management
If Hardy’s internal IT resolver teams are either too busy or unable to resolve a high impact incident it can be directly passed to us for resolution, day or night.
Our own Service Management Solution for integrating hybrid service desks, so there is no need to double-entry incident information. ServiceStage has been tailored to meet Hardy’s bespoke requirements, delivering a simple end-to-end incident life-cycle management process.
Find out how TIG can transform your business:
T: +44 (0)208 371 6450