Having standardized PCs, laptops, servers, network components and application software throughout its organization, DSM wanted to harmonize support services and reduce its ICT costs.DSM are a multi-branched company with a heterogeneous ICT infrastructure. To a large extent, the success of the company depends on research & development at a high industrial level. That is why a guaranteed confidential and secure work environment is essential. In addition, the company wanted to effect significant cost reductions.

DSM took the first step by creating a Common Operating Environment: worldwide, workstations were provided with standardised PCs and laptops, software, printers and other network components. The next logical step was to standardise the management environment (Common Support Environment), after which management could be made more efficient and effective.

DSM sought a partner who could take over the management of 9,000 workstations and 2,000 servers in the Netherlands, Belgium, Poland, Japan, China, Singapore, Indonesia, South Korea, Taiwan, India, North and South America and Australia. The local presence of effective helpdesk support played an important part in this regard. An additional requirement was that the management solution needed to meet fully the company's security requirements.

Getronics took over the responsibility of workstation management within DSM. To this end, five service desks were set up in the Netherlands, Australia, Japan, China and Singapore respectively. These services are in continuous communication with each other, thus ensuring optimal data exchange.

As a result, the management and maintenance of software, hardware and over 3,000 LAN connections is well covered. If required, a service desk calls in third-party support. During this process Getronics retain final responsibility. In this way, DSM benefit from a guaranteed service level as laid down in the Service Level Agreements.

The Netherlands-based help desk serves over 9,000 employees. Thanks to this solution, DSM can take full advantage of a single, worldwide point of contact.