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“PAI is an integral part of our
infrastructure. They understand what it means to be a partner, not just a service provider.”
Mike Shisko
Director I/T
Hitachi Consulting
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HITACHI CONSULTING, A SUBSIDIARY OF HITACHI USA
www.hitachiconsulting.com
2001 Bryan Street
Dallas, TX 75201
When Hitachi Consulting began looking for a Help Desk provider in
the fall of 2000, they came upon Productivity Associates Inc (PAI).
of San Diego, CA. Hitachi Consulting, a Hitachi company headquartered
in Dallas, TX with 20 offices around the country, is a leader in business
and information technology consulting providing knowledgeable and
experienced consultants who design and implement practical, workable,
efficient, end-to-end, integrated business solutions, enabled by information
technology.
“Hitachi Consulting was looking for more than a traditional
Help Desk.” according to Michael Shisko, Director of IT for
Hitachi Consulting. “As a company that seeks to outsource as
much as practical, our choice of Help Desk providers required that
we find a company that could work with us as a strategic partner,
not only providing user support but also contributing to the administration
and workflow of our systems.”
For the past 18 months, PAI has been providing 24/7 support for Hitachi
Consulting users, solving hardware and software problems. PAI worked
with Hitachi Consulting IT staff and Dell to certify PAI staff as
Dell Technicians allowing PAI to dispatch Dell parts and service personnel
thus eliminating the need for Hitachi Consulting employees to call
Dell directly. “It has been this type of flexibility that has
made PAI such a key part of our service delivery organization.”
says Shisko.
“The RHESolution ticket system developed by PAI is fast and
easy and allows us to provide access to workflow processes to key
internal personnel as well as other outside business partners. The
web based system is very flexible and customizable and because it
is web based, can be deployed anywhere in a matter of minutes.”
according to Shisko.
When Hitachi Consulting decided to stop using internal resources to
support its Siebel system, PAI technicians and trainers worked with
Experio support staff to learn the system, train on the ticket system
used by the ASP providing Siebel to Hitachi Consulting and took over
support of 150 Siebel users after a 10-day transition.
“As an organization with a very small IT staff, we rely on PAI
to perform many administrative tasks related to user account management.”
says Shisko. “As we were looking for a Help Desk, we received
a lot of blank stares when we asked providers about providing system
administration as part of their Help Desk offering. PAI didn’t
flinch, picking up NT and e-mail administration from the beginning
and taking on telephone provisioning and other administrative tasks
as time went on.”
PAI continues to grow with Hitachi Consulting, supporting users through
three recent acquisitions and gearing up for more growth to come.
“We began with Hitachi Consulting supporting 480 users generating
around 800 events and now support over 780 users and up to 2,000 events
per month.” says Brent Curry, account manager for PAI . “We
work very closely with Hitachi Consulting, regularly suggesting ways
to improve the level of service and add value to the relationship.”
“PAI is an integral part of our infrastructure.” says
Shisko. “They understand what it means to be a partner, not
just a service provider.”
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