PROFESSIONAL SERVICES

Digital Workspace & Collaboration

In a landscape where seamless collaboration, efficient asset management, responsive service desks, and empowered end-user computing are paramount, we offer a suite of services designed to elevate your digital workspace experience.

Collaboration & Productivity

Unleashing Synergy: Elevate Team Collaboration to New Heights

Explore a new era of teamwork with our Collaboration solutions. From cutting-edge tools for virtual meetings and file sharing to integrated platforms fostering real-time collaboration, we empower your teams to work seamlessly across geographies. Experience the power of unified communication and collaboration, where ideas flow effortlessly and productivity soars.

Collaboration

Whether your team is centrally located, decentralised, or any combination we help our customers transform the way their teams collaborate.

From facilitating virtual meetings and shared workspaces to enhancing document collaboration, chat functionality, and seamless phone and video calls, we create an environment where multiple individuals can work together effortlessly. Embrace the power of version control for shared documents, ensuring a cohesive and productive collaborative experience

Unified Communications

Chat

Email

Video

Telephony

Experience a unified approach to communications with our Unified Communications solutions. Streamline the interaction between individuals through email, messaging, chat, and video, while also integrating telephony solutions. We provide a cohesive platform that ensures seamless communication, facilitating efficient and effective connectivity within your organization.

Project Management

Efficiently manage and track projects with our Project Management solutions. Whether using Jira, MS Project, or other advanced tools, we provide the framework for effective project planning, execution, and monitoring. Enhance collaboration, ensure project timelines are met, and achieve success through streamlined project management processes.

Asset & Change Management

Mastering Control: Streamlined Asset and Change Management

Take command of your digital assets and change processes with our Asset & Change Management solutions. From comprehensive tracking of digital assets to implementing seamless change management processes, we ensure your organization maintains control, adapts swiftly, and optimizes operations for maximum efficiency.

Servers, network & more
IT asset management

Gain control and visibility over your IT infrastructure with our IT Asset Management solutions. We provide a strategic approach to identify, track, and manage your assets throughout their lifecycle, ensuring optimal utilization and compliance with organizational standards

servers & software
Lifecycle management

Elevate your organizational efficiency with our Lifecycle Management services. From servers to software, we guide you through the entire lifecycle, ensuring timely upgrades, maintenance, and retirements, maximizing the value of your technological investments.

software, service licensing & vendor managemenT
Software asset management

We help our customers navigate the complex landscape of software assets and licensing with our Software Asset Management solutions. We bring clarity to licensing models, manage software as a service (SaaS) subscriptions, and handle third-party vendor relationships, ensuring compliance and cost-effectiveness.

CMDB
Change Management Database

Ensure the seamless flow of changes through your IT environment with our CMDB Change Management Database solutions. From recording and tracking changes to assessing their impact, we provide a centralized database to manage the entire change management process, ensuring transparency and minimizing disruptions.

IT Procurement

We have access to The largest range

Simplify and optimize your IT procurement processes with our expertise. From vendor selection to contract negotiation and procurement strategy, we streamline the acquisition of technology resources, ensuring efficiency and cost-effectiveness.

ManageEngine Rollout: ITSM, Change, MDM, PM & Okta
The Challenge

A large-scale nationwide client with multiple architects requested support in establishing and configuring their ManageEngine environment from the ground up. With a variety of IT requirements encompassing IT Service Management (ITSM), Mobile Device Management (MDM), Change Management, Project Management, and OKTA integration, the task involved tailoring the ManageEngine suite to fit their specific business workflows, guaranteeing smooth integration, and promoting user acceptance.

The Solution

Aspire Live, a trusted IT solutions provider, developed a comprehensive deployment strategy for ManageEngine solutions, integrating asset management, change management, project management, and MDM implementation. We executed the successful conversion and implementation of ManageEngine products, including seamlessly migrating ticket histories from previous ITSM tools, establishing robust change management procedures, configuring project boards, and optimising asset management capabilities with seamless OKTA integration. Additionally, Aspire Live provided post-project support with dedicated hours for addressing ongoing issues, providing additional training, and facilitating the integration of new modules within the ManageEngine suite. We extended support services for six months post-go-live to ensure operational efficiency and user satisfaction.

The Benefits

The architecture firm experienced a tailored ManageEngine setup perfectly aligned with their unique business needs and processes. This customised solution enabled seamless integration of various ManageEngine modules and OKTA, fostering a smooth workflow across different IT functions. As a result, their optimised IT environment led to enhanced efficiency in IT service management, mobile device management, change management, and project management processes. Additionally, comprehensive training and detailed documentation empowered the client's IT team to manage and utilise the ManageEngine suite effectively, ensuring they could maximise the implemented solutions. This emphasis on tailoring the solution makes the audience feel understood and valued.

Technologies used
Customer Industry
Professional Services
Ivanti Neurons for ITAM and ITSM
The Challenge

A public transportation organisation facing challenges with its current IT Asset Management (ITAM) system, such as lack of integration with core business operations and service interruptions, sought help migrating to Ivanti.

The Solution

With our extensive expertise and thorough understanding of SMART's current IT Asset Management processes, we conducted in-depth discovery sessions. This allowed us to identify critical areas for improvement and provide a detailed overview of Ivanti's architecture. We worked closely with the client, ensuring a shared path forward for progress and instilling confidence in the proposed solution.

The Benefits

Adopting Ivanti has seamlessly enhanced the public transportation organisation's IT Asset Management (ITAM) processes. It has streamlined IT operations, enhanced efficiency, and improved operational effectiveness. The introduction of custom reports and dashboards has provided enhanced visibility into their IT assets, while the integration of Active Directory and ZenDesk has facilitated smooth operations across different systems. The comprehensive training delivered has empowered teams to maximise the potential of the Ivanti platform, increasing their productivity. This seamless transition has bolstered their asset management capabilities and strengthened their IT infrastructure, leaving the audience reassured and optimistic.

Technologies used
Customer Industry
Public Sector
Service Desk & Knowledge Base

Responsive Support: Service Desk Excellence and Knowledge Empowerment

Elevate your support ecosystem with our Service Desk & Knowledge Base solutions. We empower organizations to deliver exceptional service through robust service management, efficient issue tracking, remote support, comprehensive knowledge management, and effective call center/contact center solutions. Navigate a streamlined approach to support, where issues are resolved promptly, and knowledge is readily accessible for enhanced user experience

Service Management

ITSM Ticketing, Issue Tracking, Remote Support

Optimize your support operations with our Service Management solutions. From ITSM ticketing and issue tracking to efficient remote support, we streamline the service delivery process. Our comprehensive approach ensures swift issue resolution, enhancing user satisfaction and minimizing downtime.

Knowledge Management

ITIL Knowledge Base, KB Articles, How-to Guides

Empower your support teams and end-users with our Knowledge Management solutions. Whether utilizing an ITIL knowledge base, KB articles, or how-to guides, we provide a centralized repository for information. Accessible through platforms like SharePoint or Teams Wiki, our knowledge management solutions ensure informed decision-making and efficient issue resolution.

Call Center / Contact Center

From Telephony to Ticketing.

Transform customer interactions with our Call Center/Contact Center solutions. Whether managing calls, emails, or other customer inquiries, we provide a comprehensive platform for efficient and responsive customer support. Our solutions optimize the contact center workflow, ensuring seamless communication and satisfaction for both customers and support teams.

ManageEngine Rollout: ITSM, Change, MDM, PM & Okta
The Challenge

A large-scale nationwide client with multiple architects requested support in establishing and configuring their ManageEngine environment from the ground up. With a variety of IT requirements encompassing IT Service Management (ITSM), Mobile Device Management (MDM), Change Management, Project Management, and OKTA integration, the task involved tailoring the ManageEngine suite to fit their specific business workflows, guaranteeing smooth integration, and promoting user acceptance.

The Solution

Aspire Live, a trusted IT solutions provider, developed a comprehensive deployment strategy for ManageEngine solutions, integrating asset management, change management, project management, and MDM implementation. We executed the successful conversion and implementation of ManageEngine products, including seamlessly migrating ticket histories from previous ITSM tools, establishing robust change management procedures, configuring project boards, and optimising asset management capabilities with seamless OKTA integration. Additionally, Aspire Live provided post-project support with dedicated hours for addressing ongoing issues, providing additional training, and facilitating the integration of new modules within the ManageEngine suite. We extended support services for six months post-go-live to ensure operational efficiency and user satisfaction.

The Benefits

The architecture firm experienced a tailored ManageEngine setup perfectly aligned with their unique business needs and processes. This customised solution enabled seamless integration of various ManageEngine modules and OKTA, fostering a smooth workflow across different IT functions. As a result, their optimised IT environment led to enhanced efficiency in IT service management, mobile device management, change management, and project management processes. Additionally, comprehensive training and detailed documentation empowered the client's IT team to manage and utilise the ManageEngine suite effectively, ensuring they could maximise the implemented solutions. This emphasis on tailoring the solution makes the audience feel understood and valued.

Technologies used
Customer Industry
Professional Services
Seamless Migration from ServiceNow to SolarWinds
The Challenge

A prominent shoe designer and manufacturer encountered the task of transitioning their IT service management system from ServiceNow to SolarWinds without compromising the functionality of critical use cases. With an impending deadline to retire ServiceNow, Toms required support to streamline the migration, improve workflow efficiency, and fully leverage the capabilities of SolarWinds in the process.

The Solution

Our team worked closely with Toms to meticulously orchestrate a seamless transition from ServiceNow to SolarWinds. The project commenced with a comprehensive discovery phase, allowing us to delve into the current environment and thoroughly assess the existing ServiceNow setup. By pinpointing areas for enhancement and devising a detailed design and actionable strategy, we paved the way for a successful migration. A pivotal focus of the project was optimising workflow design. We thoroughly reviewed Toms' current workflows in ServiceNow, identifying opportunities for improvement and reshaping them to better align with SolarWinds functionalities. This involved refining severity/priority settings, SLAs, onboarding/offboarding procedures, and approval protocols, ensuring efficient operations within the new platform. Moreover, we tailored reports and dashboards in SolarWinds to cater to Toms' specific business requirements, offering valuable insights and bolstering decision-making capabilities. Implementation of notifications for prolonged or dormant tickets boosted overall efficiency and responsiveness. Data migration and integrations played integral roles in the project's success. We effectively transferred two years of incident records for reporting purposes, with additional historical data migrated as necessary. Seamless integrations with platforms like Microsoft Teams were established to foster enhanced collaboration and communication. Throughout the project lifecycle, we strongly emphasised training and knowledge transfer for the internal team. Collaboratively developing training materials and conducting hands-on sessions ensured the team was well-prepared to leverage SolarWinds to its full potential.

The Benefits

Through a strategic migration to SolarWinds, our client achieved a transformation in their IT operations. This transition optimised workflows and processes, resulting in a significant boost in operational efficiency. Tailored reports and dashboards provided deep insights, enabling data-driven decision-making and meticulous performance monitoring. Integrations with Microsoft Teams and proactive notifications enhanced communication and collaboration across the organisation, fostering a culture of seamless connectivity. By empowering their internal team through hands-on training and knowledge transfer, the workforce gained the skills and confidence required to leverage SolarWinds effectively, driving self-sufficiency and continuous improvement. This successful migration represents a milestone in enhancing IT service management capabilities. It positions our clients to meet evolving organisational needs while delivering exceptional IT services to stakeholders confidently and efficiently.

Technologies used
Customer Industry
E-Commerce
Full Support Across the Atlassian Product Suite
The Challenge

An industry trailblazer in automated healthcare solutions aimed to boost collaboration and optimise project management by incorporating various Atlassian products into their operations. Nevertheless, navigating the complexities of selecting the most suitable licensing model and achieving seamless integration presented formidable hurdles for the organisation.

The Solution

Our team initiated an exhaustive analysis to pinpoint the exact licensing specifications aligned with the client's enterprise requirements. We meticulously charted a strategic integration roadmap by orchestrating meetings with Atlassian and engaging in discussions with key stakeholders. Through close collaboration with Atlassian, we seamlessly executed the deployment of enterprise licensing or consolidated Atlassian products within a unified organisational framework tailored to the agreed-upon strategy. Furthermore, we dedicated efforts to ensure seamless compatibility between the client's existing user emails and Okta, a critical element of their IT infrastructure. This endeavour involved liaising with Atlassian support to update user emails and establish well-defined user groups for streamlined access management protocols.

The Benefits

By integrating Atlassian products, our client witnessed a notable enhancement in team collaboration and communication, translating into heightened productivity and operational efficiency in project management. Embracing the licensing model granted our client the agility and scalability essential for adapting to dynamic business demands and accommodating future expansion seamlessly. Through establishing well-structured user groups and ensuring compatibility with Okta, our client achieved simplified access management across Atlassian products, guaranteeing secure and hassle-free user interactions. The seamless integration of Atlassian products into existing workflows streamlined operational processes, fostering greater team cohesion and effectiveness in pursuing organisational goals. This collaborative effort empowered our client to harness cutting-edge project management capabilities, encouraging innovation and operational excellence within their healthcare solutions framework.

Technologies used
Customer Industry
Healthcare
Enterprise Contact Center Modernization
The Challenge

The county encountered obstacles due to its outdated contact center infrastructure based on a legacy Avaya system. This aging system's limitations in scalability, advanced functionalities, and adaptability impeded the county's capacity to provide efficient and effective services to its residents. In response, the county aimed to revamp its contact center setup to enhance customer accessibility, optimize operational workflows, and harness cutting-edge technologies for superior service delivery.

The Solution

Teaming up with our experts, the County initiated a robust Enterprise Contact Center Modernization initiative. Opting for a shift to Cisco's cloud-based Webex Contact Center platform, the county harnessed its cutting-edge functionalities and features. The project encompassed the replacement of the existing DTMF IVR with Cisco's conversational IVR, integrating Automatic Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities, and implementing real-time reporting, call recording, and CRM integration. With the new platform, Miami Dade County could engage with residents through multiple communication channels such as phone, email, live chat, social media, and SMS/text messaging. AI-driven Virtual Agents empower residents with self-service functionalities, elevating accessibility and convenience. The platform's microservices-based architecture facilitated scalability and swift feature deployment, ensuring adaptability to changing requirements. Supervisors were furnished with Cisco Webex Workforce Optimization tools encompassing call recording, quality management, workforce management, and analytics, empowering them to lead their teams efficiently and foster outstanding customer experiences. Seamless integration facilitated the transmission of pertinent information, offering comprehensive insights into customer interactions.

The Benefits

The County significantly enhanced customer experience through the modernisation initiative by delivering seamless and personalised interactions across various communication channels, boosting satisfaction and engagement. Simultaneously, the new platform drove operational efficiency by streamlining contact center processes, reducing call durations, optimising workflows, and enhancing agent productivity, improving efficiency and cost savings. Moreover, Cisco's cloud-based solution provided scalability and flexibility, catering to the county's changing requirements and ensuring future-proof operations and agility. Additionally, stringent measures were implemented to secure data privacy, including masking personally identifiable information (PII) and ensuring compliance with regulations to safeguard resident details effectively.

Technologies used
Customer Industry
Public Sector
Ivanti Neurons for ITAM and ITSM
The Challenge

A public transportation organisation facing challenges with its current IT Asset Management (ITAM) system, such as lack of integration with core business operations and service interruptions, sought help migrating to Ivanti.

The Solution

With our extensive expertise and thorough understanding of SMART's current IT Asset Management processes, we conducted in-depth discovery sessions. This allowed us to identify critical areas for improvement and provide a detailed overview of Ivanti's architecture. We worked closely with the client, ensuring a shared path forward for progress and instilling confidence in the proposed solution.

The Benefits

Adopting Ivanti has seamlessly enhanced the public transportation organisation's IT Asset Management (ITAM) processes. It has streamlined IT operations, enhanced efficiency, and improved operational effectiveness. The introduction of custom reports and dashboards has provided enhanced visibility into their IT assets, while the integration of Active Directory and ZenDesk has facilitated smooth operations across different systems. The comprehensive training delivered has empowered teams to maximise the potential of the Ivanti platform, increasing their productivity. This seamless transition has bolstered their asset management capabilities and strengthened their IT infrastructure, leaving the audience reassured and optimistic.

Technologies used
Customer Industry
Public Sector
Streamlining IT Service Management with ServiceNow at SoCal Hospital
The Challenge

The prominent hospital in southern California, operating across two locations, identified the imperative to revamp and streamline IT service management processes for heightened efficiency and effectiveness. Seeking to implement ServiceNow IT Service Management (ITSM) for a robust ticketing system and enhanced incident resolution capabilities, the challenge resided in configuring ServiceNow minimally while guaranteeing a seamless migration of ticket history from their current third-party vendor.

The Solution

Our team initiated a thorough implementation process to address the challenge of implementing ServiceNow ITSM at the hospital. We opted for a base, vanilla installation of ServiceNow, focusing on essential functionalities without custom workflows or automation initiatives. This involved setting up 7-10 IT queues customised to meet specific requirements and configuring the default portal for user ticket submissions. Additionally, we integrated email (SMTP) services for streamlined communication and basic reporting capabilities for incident tracking and analysis. Our team meticulously managed the migration process, utilising available tools to preserve historical data and uninterrupted service continuity. Furthermore, we conducted tailored training sessions for the IT team, equipping them with the necessary knowledge and skills to leverage the ServiceNow platform effectively.

The Benefits

The successful deployment of ServiceNow ITSM marked a crucial milestone in their IT service management modernisation journey. Through our collaboration and utilising ServiceNow's features, they have achieved heightened efficiency and increased visibility and empowered their IT team to provide exceptional service to their organisation, paving the way for continued operational excellence.

Technologies used
Customer Industry
Healthcare
End User Computing

Tailored Experiences: Optimizing End User Computing for Peak Performance

Empower your workforce for success with our End User Computing solutions. Designed to enhance user experiences and boost productivity, our services cover a spectrum of EUC essentials—from VDI and remote access connectivity to streamlined workstation deployment, automation, zero-trust security, and support for the evolving landscape of hybrid work. Dive into a world where end-user computing is not just a function but a strategic asset for your organization's success.

Virtualization, Remote Access & Onboarding
End User Computing

Redesign the end-user experience with our End User Computing solutions. Embrace the flexibility of VDI and desktop virtualization, ensure secure remote access through VPN or SASE solutions like Zscaler, and simplify onboarding processes with technologies like MS SCCM and Intune. Navigate a digital workspace where accessibility meets security for an optimized user experience.

Strategy & Implementation
Workstation Deployment

Streamline your workstation deployment with our strategic solutions. From planning and configuration to seamless deployment, we optimize the workstation deployment process. Whether you're scaling up or ensuring a smooth transition, our workstation deployment strategies ensure your organization's end-user computing environment remains efficient and up-to-date

Onboarding, Security Policies, & Patching
Automation

Unlock efficiency through automation with our End User Computing solutions. Automate onboarding processes, enforce end-user security policies, and ensure timely patching with our advanced automation solutions. Elevate your end-user computing environment by minimizing manual efforts and maximizing operational effectiveness.

Data Encryption, Data Tagging with MS Exchange Solutions
Zero Trust

Embrace a Zero Trust approach with our security-focused solutions. Secure your data with DRM encryption on users' end devices, ensuring protection wherever the data goes. Leverage MS Exchange Solutions for data tagging, enabling sensitivity and business use case filtering, and ensuring a Zero Trust environment for enhanced data security.

Hybrid Work

Security, Collaboration, Meetings, EUC, & Conference Room Technology

Navigate the future of work with our Hybrid Work solutions. Supporting the diverse needs of a hybrid work environment, our services cover the spectrum—from robust security measures and collaborative tools to efficient meeting solutions, end-user computing support, and advanced conference room technology. Embrace a holistic approach to enable seamless collaboration and productivity in a hybrid work setting.

Trellix for Security Optimization
The Challenge

Our project focused on effectively mitigating risks in the critical mining industry. We aimed to enhance proactive threat detection and response mechanisms. By implementing file server agents and optimising remote desktop connections, our client in the mining sector successfully minimised vulnerabilities and significantly lowered the potential for security breaches.

The Solution

By leveraging Helix's capabilities, we established streamlined security operations for our client. The centralised management and automation implemented ensured efficient incident handling and optimal resource allocation. Additionally, Trellix offered robust reporting features, enabling our client to showcase compliance with industry standards and regulations. This enhancement in transparency and adherence to rules has strengthened trust with stakeholders and bolstered the overall credibility of the organisation.

The Benefits

Navigating Complex Compliance and Reporting Requirements: Achieving operational efficiency through streamlined resource management. Cost-Effective Solutions and Sustainable Practices: Proactive security measures mitigate expensive incidents, while Trellix's dynamic security approach minimises the necessity for constant manual interventions. Competitive Differentiation in a Dynamic Market: Our client secures a competitive edge by proactively adopting cutting-edge security technologies. Trellix's machine learning and adaptive capabilities position the company as a trailblazer in the industry.

Technologies used
Customer Industry
Energy
DUO Implementation Remediation
The Challenge

A prominent digital commerce company spanning nearly 20 countries, boasting a diverse team of designers, marketers, creatives, data scientists, and software engineers, faced the task of resolving authentication issues within their DUO system. This initiative addressed authentication challenges for over 5,000 users and 3,000 Windows machines, encompassing ADFS, LDAP, DUO, Windows HELLO, and auto-enrolment.

The Solution

Our team conducted a comprehensive assessment of the client's DUO implementation in collaboration with a senior engineer to address the authentication issues. A robust redesign of the authentication system was executed and rigorously tested to ensure seamless functionality. Furthermore, client-side administrators were actively involved in training and knowledge transfer sessions to equip them with the necessary skills to maintain the optimised design in the long term.

The Benefits

By revamping the DUO implementation and redesigning the authentication system, the client's digital commerce company significantly enhanced security measures, ensuring robust protection for user data. The optimised design streamlined authentication processes, boosting operational efficiency and user experiences. Through comprehensive training, client administrators were empowered to manage the system effectively, reducing reliance on external support and enabling proactive maintenance. This well-tested and optimised authentication system ensures long-term reliability and security for the client's digital operations.

Technologies used
Customer Industry
Retail