The goal of this project was to provide recommendations on ways to improve the impact of downtime to business productivity at Hanover Insurance Group by reducing downtime of desktops. To help formulate these recommendations, the team developed an "as-in" state by conducting interviews with Hanover Technology Group (HGT) managers, shadowing different departments within HTG, and by analyzing service center incident ticket data. Consequently, a "to-be" model was developed through industry best practice research and interviews with managers from the Computing and Communication Center (CCC) department at Worcester Polytechnic Institute.
Worcester Polytechnic Institute
Major Qualifying Project
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