Case Study: Eagle Investment Systems achieves 60% faster MTTR and rapid ITIL-driven service agility with Dell EMC

Eagle Investment Systems - Customer Case Study

Eagle Investment Systems needed to cost‑efficiently deliver a range of business services—from commodity R&D storage to high‑tier, compliant services for U.S. Federal customers—and to transform from a technology‑centric to a services‑centric organization. Eagle engaged Dell EMC (including Dell EMC Consulting and Dell EMC Education Services) to standardize and virtualize its infrastructure and to adopt ITIL v3; the engagement leveraged Dell EMC Symmetrix VMAXe enterprise storage, FAST VP automated tiering, and ProSphere storage resource management.

Dell EMC implemented a standardized, tiered storage fabric and a fast‑track ITIL v3 adoption program—providing templates, tools, hands‑on consulting, and customized training—onboarding ITIL processes and tools within six weeks. As a result, Eagle defined business services with granular KPIs, improved mean‑time‑to‑resolution by up to 60% for some services, increased agility to align service value and cost, and achieved broad staff ITIL certification and operational consistency that can be extended to clients.

Eagle Investment Systems

Mike Fitzgerald

Managing Director and Head of Information Systems