The Royal Pharmaceutical Society (RPS) relies on its growing information infrastructure to underpin leadership, support and development services provided for its industry members. The RPS shed its regulatory function to become the new professional leadership body for pharmacists in England, Scotland and Wales. This move created an increased workload for The RPS IT team, who now had to provide services catering for both internal and external users.
These changes effectively meant that RPS’s IT team had to manage twice as many systems. They simply didn’t possess the internal resources to effectively manage this increased workload and still achieve the quality of service our users expect. Employing an expert provider, to remotely manage our infrastructure.
This challenge was most apparent when it came to the management of the organisation’s information archiving and messaging environment which included Microsoft Exchange, SharePoint, Symantec Enterprise Vault and Blackberry Enterprise Server. It was felt that these systems in particular were not core to the expertise of the in-house team and ran the risk of absorbing excessive resources. A focus on providing high quality IT services to the expanded user base needed to be the priority and a reliable solution was required to address the gap.
The RPS turned to bluesource to specify a remote management solution which would provide threshold-based monitoring and proactive server administration, as well as technical support for the in-house teams. The broad scope of the service required a technology partner who could deliver a high degree of capability for the Microsoft, Symantec and Blackberry systems present within the messaging environment.
Having proven their capabilities as an Enterprise Vault implementation partner, bluesource, with its relevant, industry track record and excellent monitoring facilities, was able to demonstrate suitability for delivering the remote management service. bluesource also carried appropriate vendor accreditation which included being a Symantec Platinum Partner, Technical Support Partner and Archiving Master Specialist, as well as a Microsoft Gold Partner in both Messaging and Collaboration.
The service, delivered from the bluesource operations centre in London, provides proactive performance monitoring on a 24×7 basis. Detailed diagnostics showing the health of The RPS infrastructure enables automated problem detection and a swift, ITIL-aligned response to alerts and incidents. The monitoring platform gathers information from across all managed systems, including CPU performance, storage limits, data transfer rates, service availability, disk space utilisation and data growth rates.
Director of Commercial Services
Following its organisational transformation, remote infrastructure management has helped The RPS reshape delivery of IT and address the challenge of an increased workload. This has enabled the internal IT team to place greater emphasis on supporting the extended user community alongside its other strategically important systems.
The service has helped The RPS improve levels of business continuity, primarily by keeping ahead of potential problems.
The RPS also benefits from the high level of expertise bluesource offers in Enterprise Vault, Microsoft Exchange, SharePoint and Blackberry. With optimised problem resolution, increased up time, expert advice on demand and round-the-clock monitoring, The RPS has significantly lowered the risk profile of its managed systems.
User experience is a key deliverable for The RPS IT team and having a number of their on-premise systems managed externally, has ensured that resource can be focused where it is needed.
In summary, The RPS messaging infrastructure now benefits from improved management, more detailed analytics, faster problem resolution and preemptive maintenance that reduces the likelihood of unanticipated outages.
Andy Langler, Director of Commercial Service