Transforming IT Operations for More Efficient, Secure Public Service Delivery


Intertec was selected by a public service department in the UAE to facilitate the transition of their network and infrastructure support, aiming to streamline operations and improve efficiency. Our certified engineers and service delivery managers collaborated closely with the client’s IT team to develop a comprehensive transition plan. This included inventorying network devices, ensuring knowledge transfer, and onboarding assets to monitoring solutions. The successful completion of the transition phase resulted in improved IT support responses, enhanced network performance, and increased IT security posture for the client.

Business Problem

The client sought to optimize their IT operations and enhance efficiency through outsourced network and infrastructure support. Hindered by significant delays and SLA breaches from their previous provider, they required a trusted and proficient partner to facilitate a seamless transition, minimizing disruption to daily operations.

How Intertec Helped

Intertec’s team of certified engineers and service delivery managers engaged in close collaboration with the client’s IT team to meticulously develop a comprehensive transition plan. This strategic blueprint entailed conducting a detailed inventory of all network devices and infrastructure elements. By employing a robust methodology, Intertec ensured smooth knowledge transfer from the previous partner while carefully logging the infrastructure’s current status. This not only facilitated streamlined decision-making for client executives but also enabled the identification and mitigation of infrastructure-related risks. In addition to this, Intertec seamlessly integrated the client’s ongoing plans to onboard all assets to selected monitoring solutions, ensuring their smooth assimilation into the enterprise context while prioritizing minimal disruption to users’ experience.

Business Outcomes Delivered

Intertec successfully completed the transition phase on time, with a cooperatively allocated team onboarded and deployed on site. The client is now benefitting from:

  • Improved IT support responses: All old pending requests closed in the first 6 weeks (150+ requests).
  • Enhanced network performance and uptime: 230+ Network Devices verified and added to monitoring tools in 6 weeks.
  • Increased IT security posture: All SoC advisories and incidents are tackled on time and in compliance with defined internal OLA/SLA.
  • A dedicated team of IT professionals managing their network and infrastructure security vulnerabilities, mitigating potential threats, and safeguarding the Client’s digital assets.

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