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IT Support & Managed Services for RealDolmen

Services Covered:

Managed IT Services • Cloud Consulting and Services
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Industry
Industry

Information Technology

Duration
Durationinfo-circle

60 months

Budget
Budget

Confidential

Start Date
Start Date

1 October 2014

Team Size
Team Size

Confidential

Engagement Model
Engagement Model

Nearshore

Project Capability Score (PCS)

gauge meter
70/100
Good

Project Capability Score (PCS) estimates how capable Nortal is of successfully delivering a project like this, based on its past experience, track record, and ability to handle similar work. Learn more about PCS

Client

RealDolmen

map Belgium

Project Summary

Nortal provided nearshore managed IT services for the client's customers, performing server patching, service installation and upgrades, virtualization and cloud work (Azure), as well as networking and wireless setup. The team handled about 2,000 tasks per month with over 99.5% on-time delivery and prevented ~70% of tickets from being escalated back to Belgium. Project management and responsiveness were highlighted as strong aspects of the engagement.

Key Challenges

  • Need for support delivering managed IT services to the client's customers

Project Deliverables

  • Server patching and maintenance
  • New service installation and service upgrades
  • Virtualization and Azure-based cloud services
  • Networking, security and wireless network setup
  • Ticketing and managed support operations

Project Solution

Skelia staffed nearshore teams that worked as part of the client's customer-facing engineering teams, providing the same managed IT services as the client's Belgium-based engineers. Their responsibilities included server patching, installing and upgrading services, virtualization, Azure cloud operations, networking, security, and setting up wireless networks. Governance and day-to-day operations were handled by named leads and supporting coordinators; work began in October 2014 and continued as an ongoing engagement.

Project Outcome

  • Completed approximately 2,000 tasks per month with over 99.5% on-time delivery
  • 70% of tickets handled locally did not require escalation back to Belgium
  • Strong project management and rapid responsiveness to scope changes

Platforms

  • CloudCloud

Tech Stack

  • AzureAzure

Client Endorsement

Overall Review Rating

5star

Timeliness

Cost Rating

Willing to Refer

Quality of Deliverables

“The team delivered more than 99% of their tickets on time, with the vast majority fully addressed and requiring no further attention. They manage the work well, quickly respond to any changes and new proposals, and ensure that they address all issues on time.”

Dominique Pierard

Operations Manager of Offshore Activities

Note: This endorsement is based on publicly available client feedback from external review sources.

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