Time Warner
Inc.
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Client
Profile
Time Warner Inc. (TWI), the parent holding company for such
companies as Warner Music Group, Warner Bros. Studios, Time/Life
Magazines, HBO, and Time Customer Service, is one of the world's
largest media, entertainment and news organizations.
Executive
Summary
TWI re-structured their entire North American IT infrastructure
that would realize $6.8M in annual benefits as a result of DYONYX's
"5 Step approach for Re-inventing the Business" methodology that
created a set of shared services within the TWI family of
businesses. The goal was to provide a set of common support groups
that would allow all the business units the ability to share
certain support elements. DYONYX completed tasks which
included:
- Investigate and Document existing business process within each
business unit across the United States.
- Assessment of existing "as is" processes. Help define "to be"
processes, overall systems assessment, detailed architecture and
recommendation of any new systems required, site selection of the
call center and management oversight for the creation, installation
and ongoing support of the center.
- Assist TWI in the design of an outsource plan to create Service
Level Agreements and determine which areas would be sent outside
the organization for support.
As a result of DYONYX's ability to
convert the Strategic Vision into Tactical & Operational
authenticity, the engagement improved customer service satisfaction
by 33% and reduced overall network management and maintenance costs
by $3.2M per annum.
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)
