2020 INFRASTRUCTURE SUPPORT WHITE PAPER

CLIENT: SOUTHWEST RESEARCH INSTITUTE Southwest Research Institute® (SwRI®), is one of the oldest and largest independent, nonprofit, applied research and development organizations in the United States. SwRl's 11 technical divisions offer a wide range of technical expertise and services in such areas as chemistry, space science, nondestructive evaluation, automation, engine design, mechanical engineering, electronics and…

CLIENT: NUSTAR ENERGYL.P. NuStar Energy L.P. is a publicly traded, limited partnership based in San Antonio, with 8,433 miles of pipeline; 84 terminal and storage facilities that store and distribute crude oil, refined products and specialty liquids; and two asphalt refineries and a fuels refinery with a combined throughput capacity of 118,500 barrels per day.…

Providing help desk support to employees as well as IT infrastructure support can be a challenging task for a large organization with onsite, offsite and offshore locations. One of the largest independent liquids terminal and pipeline operators in the nation, was faced with such a challenge. Y&L’s solution was to combine the right people, processes…

During the first year of a help desk engagement at one of our newest clients, Y&L help desk analysts noted two major spikes in employee password resets. During those times, help desk associates were overwhelmed and service levels decreased. As a result, internal customer satisfaction with the internal help desk took a hit. The first…

Going beyond traditional help desk support, Y&L Help Desk consultants know that it is part of their mission to uncover cost saving opportunities and process accelerators. During the course of working with one our client’s, our associates identified a significant cost-saving opportunity. When tracking down loaner cell phones, Y&L Help Desk associates discovered our client…

Since 2001, our client began to grow independently from their parent company. They quickly outpaced their initial IT infrastructure staff, support model, and processes. Initially, the company utilized internal employees to provide help desk support for the corporate headquarters, which housed over 500 employees. This support model, however, was not sustainable nor scalable to service…

Our client was looking for a way to make their IT department more approachable and valued by their employees. Taking from the success of the “Genius Bar” concept from Apple Stores, Y&L Help Desk leadership suggested creating something similar inside the client’s headquarters location. In working with the client, a space was allocated on one…