The Challenge
In 2021, our client, a government entity, began a strategic effort to improve their IT Service Management (ITSM) maturity. A key priority was identifying a new Managed Services Provider (MSP) who could drive change and deliver long-term value. Zetta was selected to provide Service Desk and End User Support services.
At the time of transition, the organisation faced several pressing challenges:
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A large backlog of unresolved tickets
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Poor and inconsistent customer communication
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Complex, manual device deployment processes
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Low patch compliance rates
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Numerous security vulnerabilities
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High levels of user dissatisfaction
These issues negatively impacted IT service performance and user experience. The organisation needed a provider that could deliver immediate improvements while supporting long-term operational goals.
Our Solution
Zetta worked in close partnership with the client’s technology team to uplift service maturity and improve staff outcomes. Our approach focused on transparency, value, and continuous improvement.
- Focus on Customer Value: Zetta’s service culture places customer value at the centre of everything we do. By keeping end-user success top of mind, we helped shift the mindset from reactive support to proactive service delivery.
- Enhanced Service Management: We implemented mature, ITIL-based processes to guide consistent and efficient service. Working alongside the client’s technology team and other vendors, we focused on fast incident resolution and timely request fulfilment.
- Improved Communication: Using the organisation’s Service Management toolset, we introduced structured and trackable customer updates. This improved transparency, reduced frustration, and ensured users felt heard and informed.
- Modern Device Deployment: We introduced Microsoft Intune Autopilot for modern device provisioning and Auto-Patching for improved compliance. The outdated manual deployment process was decommissioned, improving efficiency and scalability.
The Outcome
As a result of close collaboration and targeted improvements, Zetta delivered measurable gains across IT service delivery and end-user experience. These changes resolved long-standing issues and laid the foundation for ongoing operational efficiency. The outcomes below highlight the value of a proactive, people-focused managed services model.
- Backlog Eliminated: All aged tickets were resolved through stronger processes and proactive follow-up. Service requests and incidents were properly logged and tracked, with performance measured against service levels. Regular updates kept users informed and prevented future backlogs.
- Streamlined Device Deployment: With Autopilot in place, devices could be easily deployed to staff across multiple locations. This improved onboarding speed, reduced manual effort, and supported hybrid work.
- Improved Patch Compliance: Intune Auto-Patching significantly increased visibility and control over device updates—especially for remote staff. As a result, patch compliance improved by 20%, reducing risk and enhancing security posture.
- Consistently Positive User Feedback: Customer satisfaction scores consistently exceeded 97%, a clear sign that users noticed and appreciated the improvements. Monthly surveys showed ongoing confidence in the support experience.
