Device as a Service for 1,300+ Devices Across a Mixed Windows and macOS Estate
A scalable Device as a Service model supporting 1,300+ Windows and macOS devices, giving a global financial services organisation a more consistent, flexible and lifecycle-driven approach to endpoint management.
A mixed 1,300+ device estate required separate imaging, configuration, patching, and support capabilities across Windows laptops and MacBooks, while maintaining a consistent user experience
The client needed these capabilities brought together under a single Device as a Service model, with clear accountability for asset management,device management,patching, and hardware break/fix
Separate golden images, configuration profiles, and patch streams are maintained for Windows and macOS, so both platforms receive equivalent standards of build consistency and patch currency rather than macOS being managed as an exception
From ad hoc hiring to a governed, phased rollout, the transformation included:
Lifecycle-integrated asset management Asset records are updated automatically at every lifecycle state transition — provisioning, deployment, break/fix, replacement, retirement — keeping the register accurate as a by-product of operations rather than through periodic audit
Patch deployment runs on a managed cycle across both platforms with compliance reporting, giving the client demonstrable evidence of estate patch currency for regulatory purposes
Separate but coordinated EMEA and APAC engineer pools, with skill-to-task matching and pre-cleared site access, protect response times without duplicating capacity across both regions
Break/fix is delivered within the DaaS wrapper rather than as a separate service, so a hardware failure triggers repair or replacement without the client managing a separate warranty or vendor relationship
A structured governance and reporting cadence ensured clear visibility across service performance, ticket volumes, and resource utilisation. Regular reviews enabled timely decisions, escalations, and capacity adjustments
| Cadence | Forum | Focus |
|---|---|---|
| Daily | Operational stand-up | Open tickets, escalations, coverage gaps |
| Weekly | Service delivery review | SLA/MTTR tracking, at-risk sites |
| Monthly | Governance & steering call | Country ramp status, compliance close-out |
| Quarterly | Business review | Contract health, workforce planning |
“Teceze has given us a more consistent and accountable way to manage our device estate. Bringing Windows and macOS support, patching, asset management and hardware break/fix into one service has simplified day-to-day operations while giving us greater visibility across the lifecycle”
— IT Service Delivery Lead
Teceze provides the field-service delivery capability, while Infosys brings programme governance and enterprise coordination. Together, both teams ensure flexible engineer coverage, consistent service delivery, and transparent performance management across regions
The 36-month engagement provides a continuous framework for strengthening device lifecycle management, maintaining compliance, and evolving service performance as the client’s global estate changes.