The client encountered challenges with user experience and low satisfaction levels due to difficulties in managing IT manpower, hardware and software support tools, asset management, and performance monitoring. The absence of a single point of contact for IT escalation and accountability, along with high MTTR and MTTF, resulted in disruptions in business and unhappy end-users. Additionally, the lack of control over IT assets led to higher operational costs as their IT environment consisted of over 10,000 desktops and laptops, 12,000+ users, and 4 hospitals with 42 clinics and medical centers.  The objective was to reduce inherent and indirect costs to increase user satisfaction and productivity, improve patient care, and contribute to the country’s economy.