Pride
International
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Client
Profile
Headquartered in Houston, Texas, Pride International, Inc. is one
of the world's largest drilling contractors. Pride provides
contract drilling and related services to oil and gas companies
worldwide, operating in over 22 countries, including: West Africa,
Latin America, the Gulf of Mexico, the Mediterranean, Middle East
and Southeast Asia. With over 7,000 employees, Pride maintains a
multinational workforce with offices in the United States, Africa,
Asia, Europe and South America.
Executive
Summary
As part of its overarching strategy to outsource non-core areas of
the business, Pride awarded DYONYX a contract to provide IT
services to successfully support its 7,000 global users providing
Helpdesk, Desktop Support and Asset Management/Procurement, from
the corporate hub for all regional support groups including Mexico,
Brazil, Argentina, France and MEAP. DYONYX developed and
implemented all internal IT processes for SOX Compliant security
administration requests, helpdesk procedures and procurement/asset
management, implemented a helpdesk ticketing package which quickly
became the global solution, and automated the ticketing, access
request forms and procurement processes.
Solution
DYONYX provides personal computer, laptop, PDA and Blackberry
support via the SOI 24x7 Service Desk using an Altiris ticketing
system. Primary end user applications include Microsoft Office and
Pride decided to outsource non-core, commodity IT services starting
with their IT helpdesk. Current service at the time was
decentralized, tools were not implemented, staff was thin, morale
was low and as a result, end users were not happy with the support
being provided. DYONYX was selected by the new CIO for our
experience with high growth, energy services companies, flexibility
and ability to make an immediate impact. The Pride contract
involved DYONYX technical services including:
• Provide centralization and
standardization in a high growth, highly decentralized energy
services environment
• Immediately improve service levels and provide immediate impact
to end users, executives and key stakeholders
• Take over all asset management from request to deployment
• Provide support to international end user community in the
Americas, Europe and the Middle East
• Interface to Audit function; author, implement and enforce
policy based standards and keep documentation up to date
• Single point of contact to open, track and resolve all IT issues
including desktop, network and applications support
Flexibility of
Approach
DYONYX brought stabilization, standards, policies, and SLA's at
fixed pricing to allow the CIO to focus on strategic aspects of IT
- not reactive commodity level infrastructure support.
To learn more, visit www.dyonyx.com
Client Profile
El Paso Electric Company (EPE) is a medium sized integrated
electric utility operating in the Rio Grande Valley in west Texas
and southern New Mexico with over 347,000 customers. With
approximately 1,000 employees, EPE has an installed net generation
capacity of 1,500 MW including about 16% interests in the Palo
Verde nuclear plant. While EPE is moderate in size when compared to
many corporations, as an electric utility, the technology
infrastructures are very complex incorporating real-time systems,
large customer databases, multi-layered geographic information
systems, communication and dispatch systems, and comprehensive
facilities management systems all supporting the delivery of
electricity to the customers. This environment, coupled with the
key responsibility to operate and maintain the critical electric
grid infrastructures for the region, sets the stage for the need of
a robust set of information system infrastructures. These
infrastructures, which include hardware architecture, application
system architecture, network architecture, and supporting
organizational resources, need to incorporate appropriate
technology, integrated design concepts, and efficient processes to
meet the needs of the corporation.
Executive Summary
EPE retained the services of DYONYX to perform a cooperative
technical examination and assessment of various aspects of the
current technical environment considered by leadership to be of
high importance and worthy of focus. Our team concentrated on the
methods and support of functional interfaces for core business
applications, the design of EPE's LAN/WAN infrastructure, server
strategies and storage architecture, desktop and software
management, and secure communications.
Upon completion of this assessment DYONYX was awarded the contract
to virtualize the EPE server environment to reduce the physical
footprint required to provide current business functions while
minimizing any disruptions to the current production environment.
The intent of this consolidation was to reduce the physical
footprint only and not change the logical infrastructure design as
EPE was preparing to move their data center to a new location.
DYONYX was asked to respond to an RFP on the data center relocation
to determine if continuing to support their IT internally, hosting
their services in a third party hosting facility or fully
outsourcing all of IT was the most cost effective solution. Upon
completion of the RFP, DYONYX was requested to respond to a full
outsource RFP, which was also awarded to DYONYX.
End User Support
DYONYX provides technical personal computer, laptop and software
assistance to all EPE personnel. Service Desk Level I personnel
located in our centralized ITIL compliant Service Desk respond to
employee questions and requests for service. Software support
includes operating system, word processing, e-mail, presentation
graphics, spreadsheet, drawing, illustration, file compression,
workflow management, database, networking, web browser, and
industry specific Commercial off the Shelf (COTS)
