In 2020, a large government entity sought to enhance their IT infrastructure and provide a robust support system for their IT team. The city aimed to modernize their systems, improve service efficiency, and ensure sustainable IT management. Launch was brought in to bolster their existing IT team and provide access to a full bench of seasoned, consultative professionals.
Objectives
- Modernize IT Infrastructure: Upgrade and enhance servers and network infrastructure to ensure reliability and performance.
- Improve Service Desk Efficiency: Provide white glove support for the city’s user base to ensure rapid response and issue resolution.
- Increase Cybersecurity: Implement multi-factor authentication and strengthen cybersecurity measures.
- Integrate Existing IT Team: Retain and train the existing IT team, integrating them into Launch’s talent pool.
- Ensure Sustainable IT Management: Provide continuous support and career growth opportunities for the augmented IT staff.

Strategy and Implementation
Initial Assessment
Launch conducted a thorough assessment of our client's existing IT infrastructure and support mechanisms. The team identified opportunities to upgrade servers and network equipment, potential improvements in backup solutions and cybersecurity measures, and a capable IT team that could benefit from additional support and resources.
Infrastructure Modernization
To modernize their IT infrastructure, Launch conducted a series of strategic upgrades designed to enhance reliability, performance, and scalability including:
- Server Upgrades: Updated 80+ servers, transitioning them to the latest operating systems to improve reliability and performance.
- Network Overhaul: Implemented modern Cisco equipment, enhancing network speed and stability.
- Storage Solutions: Deployed Pure Storage and Dell EMC storage solutions to ensure scalable and reliable data management.
- Virtualization: Utilized VMware to optimize server utilization and reduce hardware costs.
- Backup Solutions: Implemented Rubrik and enhanced backup strategies to ensure data integrity and quick recovery in case of data loss.
Cybersecurity Enhancements
To bolster cybersecurity, we implemented advanced measures including:
- Multi-Factor Authentication (MFA): Deployed Cisco Duo MFA to secure access to critical systems and data.
- Firewall Upgrades: Palo Alto firewalls were upgraded to strengthen the city’s defense against cyber threats.
- Vulnerability Management: Launch deployed the industry leading CrowdStrike Falcon platform across all endpoints.
Support and Career Management for IT Service Desk Team
Launch retained the existing IT Service Desk Team of three Service Desk Analysts and a Service Desk Manager. Comprehensive training was provided and the team was integrated into the Launch operating framework:
Integrated Support Bench: Provided the IT team access to Launch’s broader expertise, allowing them to handle complex issues and projects efficiently.
Career Growth: Facilitated career advancement opportunities for the IT staff, including transitioning the Service Desk Manager to Launch’s ITSM team.
Account and Engagement Management: Regular interaction with account and Engagement Managers to ensure project alignment and address any emerging needs promptly.

Results
Key Metrics
- Customer Satisfaction Rate: The ITSD team maintained a 96% customer satisfaction score over several years, which is significantly above industry standards.
- Mean Time to Resolution (MTTR): The ITSD Team consistently kept an MTTR of under 2 hours for incidents.
- Infrastructure Upgrades: Successfully upgraded over 80 servers and implemented robust network hardware.
- Cybersecurity Enhancements: Improved backup solutions and increased cybersecurity measures through multi-factor authentication, firewall upgrades, vulnerability management agents, and more.
Client Feedback
Our client's new IT Director expressed extremely high levels of satisfaction with the improvements, particularly highlighting the positive impact on public-facing IT services. A quote captured in a quarterly business review said:
“The seamless integration of the IT team and the robust support from Launch were pivotal in enhancing the city’s IT operations.”
Lessons Learned
- Importance of Comprehensive Support: Providing a dedicated team backed by a full consultative bench is crucial for handling complex IT needs and ensuring long-term success.
- Value of Modernization: Upgrading infrastructure and enhancing cybersecurity are foundational to maintaining system reliability and security.
- Employee Integration and Development: Retaining and developing existing staff not only preserves institutional knowledge but also fosters loyalty and career growth.
- Client Collaboration: Continuous engagement with the client to understand their evolving needs and providing tailored solutions is essential for sustained success.
IT Services Elevated
This partnership with Launch showcases the transformative impact of a well-executed IT modernization and support strategy. By addressing the city government’s immediate needs and laying the groundwork for future growth, Launch not only improved their IT infrastructure but also enhanced the overall efficiency and satisfaction of its IT services.