IT Outsourcing
From break-fix chaos to fully managed IT
Replaced an ad-hoc break-fix arrangement with proactive managed services covering monitoring, patching, backup, security and a single service desk.
- Client
- Professional services firm, 180 staff
- Sector
- Professional services
- Location
- Montreal, Canada
- Year
- 2025
The challenge
Where they started
The firm was averaging eleven hours of unplanned downtime per month. Backups had never been restore-tested, patching was inconsistent across 190 endpoints, and IT costs were impossible to forecast.
What we did
The approach
- Audited the full estate and produced a ranked risk register covering servers, endpoints, network and Microsoft 365.
- Deployed monitoring, managed endpoint security and automated patching with staged rollout rings.
- Rebuilt the backup strategy with documented recovery objectives and a quarterly restore test schedule.
- Consolidated all support into one service desk with defined severity levels and escalation paths.
Results
What changed
- monthly unplanned downtime
- 11h to <1hmonthly unplanned downtime
- endpoint patch compliance
- 98%endpoint patch compliance
- verified restore testing
- Quarterlyverified restore testing
- predictable monthly IT cost
- Flat feepredictable monthly IT cost
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