Case Study

Largest Publisher of Daily Newspapers in Canada

Client Requirements

With the recent decline in the print industry, the client required a model where they could easily scale up/down depending on the needs of the business. With a footprint across the country and fragmentation across internal teams, the client required an extensive business transformation report that would outline a model that would work for their business.

Jolera quickly geared up to learn everything about the client’s business and IT practices. Within 60 days, Jolera had produced an extensive report that not only defined the existing IT Service Management practices in detail, but also a included a scalable model that would be suitable for an organization of that size.

The model consisted of utilizing Jolera’s centralized shared Help Desk and NOC, as well as its large field service presence across the country. This would keep costs low while delivering excellent value for the client.

Broken down into three separate phases (Service Desk, Field Services and NOC), the Jolera team sprung into action by launching the complex project. All phases in the project would require significant amount of coordination, focus, planning, controls, excellence in execution, real-time course correction, effective project management and transparent communication.

24/7 Help Desk and Network Operations Centre (NOC) capabilities


Fully elastic model where client can scale up/down depending on their business needs

Field presence in all mission-critical locations across Canada

Strict transformation timeline

Little to no impact to current operations

Project Overview

  • *Scalable - Required a model that could easily scale up/down depending on business needs.
  • Multi-faceted deployment - Complex project with multiple teams involved.
  • Tight Deadline - The project needed to be deployed swiftly with no delays.




Our Methodology

Jolera has worked with many large enterprise organizations over the years to transform their IT service delivery into a modern, efficient and cost-effective delivery model. With Jolera providing the business transformation report to the client, we were able to outline areas that would yield the largest improvements, provide significant cost savings and have the best overall value to the client.


Our Program Delivery team ensured that visibility of the delivery was streamlined throughout the project. Appropriate staffing and mechanisms were used to respond to tickets in a timely manner.


We found existing Service Desk, NOC, and Field Service processes took up a large part of their employee’s time. Jolera helped streamline/automate these tasks to allow business-critical work to be done in cycles.

Executive Support

Utilizing Jolera’s Advantage Blue program, we were able to provide the client’s executive team with unparalleled support anywhere in the world. This included in their home or even their cottage.


With each of the client’s site being unique, we utilized an extensive documentation repository to map out similar processes and systems across the enterprise. The documentation repository was heavily used for legacy systems that had specialized processes in place to manage them.


With the client’s requirement for on-demand field service presence, Jolera required individual training for field service staff at each of the client’s locations across the country. Training for the help desk and NOC was created in modules and provided at each of Jolera’s locations.

Reporting and Cadence

During the transformation, the client was informed daily on activities taking place at each of the 100+ locations. Any issues were bought to the attention of the project team(s) in real-time. This allowed Jolera to build momentum across the project and keep the client informed.

Other Case Studies

How We Help Partners Grow Their Businesses

showcase with wine bottles at wine store wall

Mature Processes and Fast Deployment


data center network server connected to router

Modernizing IT Infrastructure

Pension Fund

Solutions to Grow Your Business

We've got you covered with our comprehensive portfolio of solutions.

Cybersecurity Solutions

Cyber Incident ​Response
Endpoint Detection and Response (EDR)
Extended Detection and Response (XDR)
Firewall Security
Mail Security
Penetration Testing Services
Security Baseline Assessment
User Defence
Vulnerability Detection Response (VDR)
Wi-Fi Security

Backup & Recovery Solutions

Hybrid Backup
Enterprise Backup
Mail Archiving

Public & Private Cloud Solutions

Azure Management and Monitoring
Microsoft 365 Administration
Private Cloud
Microsoft CSP

Helpdesk & Field Services Solutions

Professional Services & Consulting Solutions

Monitoring & Management Solutions

Hardware Maintenance Solutions

Application Management Services

Telco Industry Solutions

AI Business Solutions

Your partner in digital transformation

Helping the next generation of MSP and IT solution providers transform and grow.

businessmans handshake

Types of Partners

Managed Services Provider (MSP)

Internet Service Provider (ISP)

Value Added Reseller (VAR)

businessmans handshake

Partnership Overview

Jolera’s partner program offers flexibility to engage with us on your terms. We have spent more than two decades building award-winning best in class partner enablement and turnkey end-customer solutions for you.

Partner Program

Jolera has three partner programs to choose from: Select, Preferred and Premier.

Learn about us and the legacy we have created

At Jolera, we treat each MSP partner with specialized care. With more than 20 years of IT experience, we offer the latest technology to navigate cloud, security, endpoint, and storage needs.

vintage pocket watch vintage background concept

About Us

Jolera is widely recognized as a global managed services leader. We started as managed services provider over 20 years ago and have been at the forefront of managed services innovation ever since.


Our People

As a service provider our main goal is to make the customer happy. For that final goal, we need passionate and happy people working with us – Our People Are Our Biggest Asset.


Our Leaders

We are performance driven at the core - tying together best of breed technology and industry leading expertise with pragmatic processes built to deliver outcomes.

Meet Our Leaders!