Aegis Media – Global ITSM Review and Improvement including Development
Secure IT by Design.
Trusted When It Matters Most.
Transforming IT Services for Aegis Media
Client Overview
Aegis Media, a global leader in media and digital communications, built its reputation on the vision to “Reinvent the Way Brands are Built.” Operating across five network brands—Carat, Vizeum, Isobar, iProspect, and Posterscope—the company offered a comprehensive suite of services, including digital creative execution, media planning, brand tracking, social media activation, and marketing analytics.
By 2013, Aegis Media employed 37,000 people globally. That same year, it was acquired by Dentsu, a leading Japanese advertising and PR firm. With operations spanning all time zones, Aegis Media’s business demanded an IT service model capable of supporting its vast, interconnected enterprise without compromise.
However, the company faced major challenges in achieving this goal.
The Challenge
Aegis Media’s IT infrastructure was buckling under the weight of its complexity. The core issues included:
- Multi-Brand Complexity: Supporting five large network brands with unique needs made IT management highly fragmented.
- Global Operations: Aegis Media’s 24/7 operations across time zones required an IT model that could seamlessly support all regions.
- Underperforming Service Provider: An outsourced Tier 1 Indian IT service provider was failing to meet performance expectations. The vendor blamed Microsoft technology for the inefficiencies, resulting in further delays and poor service delivery.
- Over-Configured IT Environment: Over 900 customised workflows created severe performance issues, hampering system efficiency, reporting, and alignment with business priorities.
These obstacles made it clear that a transformation was urgently needed.
Solution Approach
Aegis Media turned to Cased Dimensions, a trusted Microsoft Consulting partner, to overhaul and optimise its IT services. The approach was comprehensive, strategic, and highly tailored to the company’s unique challenges.
- Insightful Analysis
Cased Dimensions conducted a deep dive into the existing IT environment, identifying inefficiencies and performance bottlenecks. This diagnostic phase was critical to crafting an effective solution. - Workflow Optimisation
The IT landscape was radically simplified by reducing the number of workflows from over 900 to just 39. This drastic streamlining improved system performance and reduced complexity, enabling faster updates and smoother operations. - Enhanced Service Desk
The service desk was transformed with productised, user-friendly enhancements. The new platform was designed for both high efficiency and ease of use. - Cultural & Operational Alignment
Cased Dimensions worked closely with Aegis Media to ensure solutions aligned with business operations and cultural expectations. This collaborative approach fostered trust and long-term impact. - Time-Zone Specific Support
Employees were grouped into time zones, ensuring IT support was responsive and tailored to each region’s needs. - Performance Accountability
Service-level agreements (SLAs), operational-level agreements (OLAs), and key performance indicators (KPIs) were established to measure and ensure high service standards.
- Insightful Analysis
Impact and Results:
The transformation delivered measurable, business-aligned results that positioned Aegis Media for sustained IT success:
- Enhanced System Performance
Optimising workflows significantly boosted system speed and efficiency, eliminating many of the delays that had previously hindered operations. - Simplified Management
The new streamlined system was intuitive and easy to manage. Leadership could now oversee updates, reporting, and performance with minimal effort. - Strategic Alignment
Clear SLAs, OLAs, and KPIs ensured IT services were aligned with core business objectives, driving accountability and better outcomes. - Global Service Effectiveness
Time-zone-specific support models improved productivity by delivering timely and regionally aligned assistance. Employees received the help they needed when they needed it most. - Ongoing Partnership
The project’s success solidified a direct partnership between Aegis Media and Cased Dimensions. This collaboration continued with the implementation of additional tailored solutions to sustain long-term IT excellence.
- Enhanced System Performance
Conclusion
By simplifying Aegis Media’s complex IT environment, aligning services with business priorities, and fostering a culture of collaboration, Cased Dimensions set a new standard for global IT service delivery.
This case study highlights how innovative solutions, combined with technical expertise and cultural alignment, can drive operational excellence in large, multi-brand organisations. It serves as a testament to the value of client-centric partnerships and strategic IT transformation in supporting long-term business growth.