Project Description

Volitile sales volume and end user needs of the casino led the IT department into overtime expense overruns, morale issues and employee burn out. The IT director needed additional help when needed - similar to employee on demand but with a twist. Sometimes it was Exchange related; Sometimes Active Directory; and Other times SQL Server, etc. Being able to tap into a consistent resource and get the talent needed at the right moment that also understood the entire environment was handled with a UGM Service Level Agreement (SLA).

The Casino and UGM crafted a specialized SLA that guaranteed response times for the casino with designated talent and bi-monthly reviews.