Preventing Internal Friction and Software Misconfigurations

Case Study

Developing Better Partner Connectivity

improving organizational communication through configuration management

The 5-Second Story:

An Axelerate Technical Writer updated and reorganized the documentation set for a new software feature, decreasing end-user misconfigurations.

The Business Challenge

After our client’s engineers develop and improve features of a certain software package, its Global Change Operations (GCO) technical personnel are then in charge of installing, uninstalling, and managing those features on thousands of servers in data centers worldwide.

As new versions of two different software packages are released, the support matrix becomes more complex. For one particular feature, existing guides for installation and troubleshooting became outdated to the point where serious misconfiguration incidents were rising.

The Solution

Axelerate’s Technical Writer reviewed the existing document set and consulted with the client’s engineers and architects, quickly grasping the feature’s functionality, its inherent complexity, and the shortcomings of the outdated documents. Editing and rewriting the content, our resource refined the logic of the procedural steps to meet the GCO audience’s needs.

To organize the information more effectively, our resource divided one long installation guide into three separate files—one for each of the currently supported versions of the software. Now, not only have misconfigurations reduced dramatically, so has the time it takes to resolve support issues.

Join Our Community

Please Read Our Other Case Studies

twenty four - seven customer support coverage

Build and Support a Scalable RIMS Enterprise System

Regional Incident Management System

The King County Emergency Management Program specializes in disaster mitigation, preparedness, response and recovery to provide leadership and high-quality services that improve the safety of the public in King County. KCOEM turned to Axelerate to architect, design, build and support a scalable RIMS enterprise system.

Replace a Public Print Queue Application

Public Records Printing System

The King County Department of Judicial Administration (DJA) asked Axelerate to design a programmatic replacement for the aging and inadequate King County Dept. of Judicial Administration’s (DJA) Public Print Queue (PPQ) application. DJA turned to Axelerate to provide a public printing and document management solutions.

project management office organizational hierarchy

Transforming Failure into a Competitive Advantage

Establishing an Effective Project Management Office

A leading wireless provider whose ERP had the highest failure rate in the organization, turned to Axelerate develop an efficient and effective project management office.

partnership developing internet security

Planning the Future of a Groundbreaking Security Partnership

Industry Consortium for Advancement of Security on the Internet

Preparing for its public launch, ICASI needed to transition into truly delivering on its mission. They called upon Axelerate to envision and map their two-year plan.

creating a technology organization's analytical reports

Saving the Day with a Well-targeted Message

Preparing the Client’s First Annual Report

After an outside consultant failed to get traction on the office of the CTO’s annual report, an Axelerate resource quickly stepped in and rescued the project.

strategic planning and execution of obtaining a government award

Winning the Client a $15.8 Million Grant

Smart Grid Investment

Snohomish PUD turned to Axelerate for strategic planning of their smart grid, winning a federal grant from the US Department of Energy.

infrastructure hardware management and decommissioning

Saving via Efficient Decommissioning of 186 Servers

Rapid Decommissioning of Legacy Equipment

Without further need for 186 legacy servers, our client needed someone to plan, schedule and execute an efficient transition.

realizing efficiencies through a web application deployment

Improving Productivity by 50% at a Regional Utility

Meter Exception Management System

Leveraging multiple technologies, this convenient web-based application consolidates processes and helps eliminate delays for our client.

providing end users with technology self service management

Bridging the Gap Between Organizations and Their IT Departments

Zero Touch Provisioning 4.0

Zero Touch Provisioning 4.0 extends Forefront Identity Manager and System Center Configuration Manager, providing a self-service portal that’s easy for non-IT professionals to use.

implementing supply chain management across 600000 partners

Developing a Portal for Communicating with 640,000 Partners

Partner Program Team’s Capacity Planning

The Axelerate team developed a technology solution using ASP.NET 3.5, Ajax, SQL and SharePoint Server that provides our client and its partners with real-time business intelligence on products, sales, inventory and more.

quality assurance system for telephone manufacturers

Scaling a Test Suite for Thousands of Users

Quality Management System for Phone Manufacturers

By leveraging the scalability of Windows Azure and SQL Azure, QMS allows mobile device manufacturers to efficiently measure each device’s quality and performance.