Through the project, Allied aimed to:

  • Provide 12 Managed, second Line Support resources across 11 locations around the world including UK, Europe, India, Japan,
    South America and Australia
  • Provide resources who are culturally aligned to the business and geography
  • Provide resources who must be multilingual in both English and the local language
  • Provide a dedicated Customer Service and Resource Management Team
  • Offer ongoing training of Support Personnel to maintain technical proficiency
  • Provide qualified resources on a next business day + 1 basis to cover unplanned leave
  • Support services cover workstation support, onsite server support and onsite telecom support
  • Provide regular management reporting against deliverables and SLAs


Allied’s global reach enables it to deliver the right resources to meet Kodak Alaris’s requirements for cultural alignment, multi-linguistic ability and to meet the expected educational, professional experience and competence.

  • Allied provide Kodak Alaris with an escalation path which includes; 24/7 Customer Services Helpdesk, dedicated Service Delivery Manager and Client Operations Director
  • All planned leave is covered by pre-inducted resources with no impact to service
  • Unplanned leave is covered by next business day + 1
  • Support services include: remote and onsite workstation and printer break/fix support, ad-hoc hardware and software deployment, device installation, device and workstation recovery, logging and updating incident information onto tracking system, unpack, rack and cable new server equipment, troubleshoot and replace failed hardware component, as required server support, as required telecom support


After successful implementation, Allied managed to support personnel and backfill resources continue to deliver high quality delivery of support services and business continuity.

Keys to success

Through the project, Allied and Kodak Alaris have achieved:

  • Service continuity – Support personnel and backfill resources continue to deliver high quality support services and business continuity
  • Long-term partnership – Allied continue to deliver quality resources and services to Kodak which has resulted in a seven year Managed Service engagement with Eastman Kodak and a four year Managed Resource engagement with Kodak Alaris