Clear project context
Document the site type, city, task, access conditions, and the purpose of the onsite visit.
Case Study
Multi-Site Desktop Support Transition and PC Refresh in China
From April 2017 to April 2020, our dispatch team supported medium and small sites for Aptiv across 14 China cities. Customer-provided resident engineers covered the largest sites, while our scope combined ServiceNow onboarding, site surveys, supplier handover, a 2-business-day service requirement, daily desktop support, and an approximately 3,500-PC refresh.
Project location14 cities across China
Onsite scopeDesktop Support / EUC
Delivered evidenceSite survey and site access records
Project Context
Three years of support across dispersed China sites
The customer operated large, medium, and small locations across China. Its largest sites used customer-provided resident engineers for daily support. Our dispatch team was responsible for medium and small sites, including factory locations far from major city centers.
- Customer: Aptiv
- Project period: April 2017-April 2020
- Operating model: Customer-provided resident engineers at large sites; GreenITService dispatch support at medium and small sites
- Dispatch coverage: Wuhan, Jiaxing, Yancheng, Baoding, Shenyang, Nantong, Guangzhou, Nanjing, Tianjin, Chongqing, Chengdu, Jingzhou, Wuhu, and Jiangmen
- Service requirement: 2 business days (2BD)
- PC refresh volume: Approximately 3,500 computers
Delivery Challenge
A dispatch model built for medium and small sites
The project required a clear boundary between resident support and dispatch coverage, while keeping ticket handling and onsite records consistent across very different locations.
Large sites were supported day to day by resident engineers provided by the customer. Our responsibility was the medium and small site network, where an engineer needed to be dispatched when an incident or request required onsite work.
Many of the covered locations were factories situated a considerable distance from city centers. Meeting the 2-business-day service requirement therefore depended on more than technical availability. The team also had to account for travel time, factory access approval, local contacts, engineer skills, spare parts, and the information available in the ticket.
A consistent process allowed the service desk, customer teams, local contacts, third-party vendors, and field engineers to work from the same scope. Each visit needed a clear assignment, onsite checklist, ticket update, completion record, and escalation path for work that could not be closed during the visit.
Service Transition
How the new support model was prepared
Before taking responsibility for dispatch support, the team completed customer-specific ServiceNow training, site surveys, knowledge transfer, system setup, and access validation.
- Learned the customer's ServiceNow workflow through training, practice tickets, and operational scenarios
- Completed site surveys using a standard form to capture users, devices, support conditions, access rules, local contacts, and travel constraints
- Joined onsite and remote training sessions with engineers from the previous service provider
- Received and reviewed technical support documents, site information, troubleshooting procedures, and escalation contacts
- Installed the required systems and tools for the incoming support team
- Created engineer accounts, configured permissions, and tested access before service commencement
- Validated ticket assignment, work-note, escalation, and closure processes during the handover period
PC Lifecycle Program
PC refresh delivered alongside daily desktop support
The engagement also included a large PC refresh program for devices reaching the customer's three-, four-, or five-year replacement threshold.
Approximately 3,500 computers were refreshed during the project period. Each replacement involved more than exchanging one device for another: the team prepared the new computer, installed the approved operating system and software, backed up and migrated user data, applied the required settings, and checked the completed device with the user.
The final handover followed a checklist and required user sign-off. This created a traceable record linking the old device, new device, configuration work, data transfer, user acceptance, and asset update.
PC Refresh Workflow
From replacement list to user sign-off
The refresh workflow was designed to protect user data, apply the standard build, and document completion for every device.
- Confirmed the approved user and device replacement list
- Prepared the new computer and installed the standard operating system
- Installed required applications, security controls, and user settings
- Backed up the old computer and transferred the agreed user data
- Replaced the device onsite and checked network, applications, peripherals, and access
- Completed the delivery checklist with the user
- Collected user sign-off and updated the equipment and asset records
- Returned the old device to the customer's approved recovery process
Day-to-Day Scope
Hardware, Windows, Microsoft 365, and specialist software support
The dispatch scope combined endpoint troubleshooting with controlled escalation to hardware vendors, application owners, and specialist teams.
Most user computers were covered by a three- or four-year manufacturer warranty. When hardware failed, our engineer performed initial checks, collected the device information, and coordinated the onsite repair with the manufacturer. If a failed drive was replaced, a second visit could be required to reinstall the operating system, restore user data, install applications, and return the computer to service.
For devices outside warranty or beyond the approved lifecycle, the user could submit a request for a replacement computer. The support team confirmed the equipment status, updated the ticket, and followed the customer's replacement workflow rather than carrying out an unsupported repair.
Standard software support covered Windows and Microsoft 365. For specialist applications, the engineer first checked for an approved support document. If a documented procedure did not resolve the issue, the incident or request was escalated to the third-party vendor. Where no desktop support procedure existed, the ticket was reassigned to the appropriate application or internal support team.
Project Scope and Records
What the engagement delivered
The project established a repeatable dispatch workflow for medium and small sites while supporting a large endpoint replacement program alongside daily user support.
Across the three-year project, the dispatch model covered 14 China cities and supported approximately 3,500 PC refreshes. Site surveys, ServiceNow workflows, supplier handover, ticket records, hardware escalation, refresh checklists, and user sign-off provided the operational record behind the work.
- Site survey and site access records
- ServiceNow workflow, engineer account, and permission checks
- Supplier handover and technical support documents
- Ticket work notes, closure summaries, and escalation records
- PC refresh checklists and user sign-off
- Asset updates and hardware vendor coordination records
Project Records
What well-documented onsite work includes
Good project records give remote teams a reliable account of the onsite visit while protecting customer information and site confidentiality.
Onsite confirmation
Return the useful details from the visit: work completed, photos, serial checks, labels, test notes, and open items.
Completion records
Provide the agreed ticket notes, report extracts, asset records, WiFi findings, certificates, or sign-off documents.
Customer confidentiality
Customer names, site details, photos, and project outcomes are shared publicly only when approved.
Related Service
Related onsite service
Review the onsite work, support options, records, and information to send before a visit.
Desktop Support / EUC
Desktop Support and EUC Support in China
When your team needs user-facing IT work done in China, GreenITService provides local desktop, deskside, EUC, and end-user support for offices, factories, warehouses, and branch locations. We dispatch the right onsite IT engineer, follow your ticket or work order, and report back clearly in English.
Explore Desktop Support / EUC in ChinaRepresentative Media
Desktop support and project records
The following images illustrate the type of working environment and records used in desktop support delivery. They are not disclosed customer site records from this project.
FAQ
Questions about this project model
How was support divided between the customer's team and GreenITService?
The customer provided resident engineers for its largest sites. GreenITService delivered dispatch support for medium and small sites across the 14 listed cities.
Why was dispatch planning important for this project?
Many locations were factories far from city centers. Each visit required coordination of travel time, site access, the correct engineer skills, local contacts, tools or parts, and the 2-business-day service requirement.
Was PC refresh separate from daily desktop support?
It was an additional project stream delivered during the wider engagement. Approximately 3,500 computers were prepared, migrated, checked, handed over, and documented.
Which company is this project for?
The customer is Aptiv. Customer-specific site addresses, records, and project photos are not published.
Next Step
Send the ticket, site, or user support request
Desktop support moves faster when we can see the affected users, devices, timing, access rules, and the update format your remote team needs after the visit.
- City, address, site contact, and access window
- User, device, ticket, or IMACD task details
- Required photos, sign-off notes, and asset updates