background information

• In 1997 Loop began supplying Apple OS support to HBC
• In 2005 Loop began supplying hardware break/fix for IBM desktop fleet of just under 4500 systems nationwide
• In 2006 Loop took over all aspects of desktop support for HBC

HBC facts

• Desktop fleet of just under 4500 Windows systems and 150 Macintosh systems
• Three GTA office locations, multiple distribution centers and several regional offices nationally
• 1500+ supported desktop applications across the company
• Average system age is 4-5 years
• Permanent on-site Loop team members

Loop core responsibilities at HBC

• On-site 2nd level desktop services
• Responsible for the HBC desktop environment including:
• Desktop image & patch management
• Move, add, change & refresh activities
• Software pilots & deployment
• Break/fix for laptops, desktops & printers

contract highlights

• Maintained 96.7% SLA through transition period
• Continued to exceed SLA requirements
• Refreshed 700 systems in six weeks
• Built a single desktop image for all systems
• Improved SMS effectiveness
• Upgraded to Windows XP SP2 with minimal disruption