The Challenge
SDI Presence is a primary MSP for critical utility and municipal customers whose infrastructures are relied on to, among other things, safely transport hundreds of thousands of people each day and ensure the constant availability of emergency services throughout a major U.S. city.
Delivering flawless service across these complex, essential infrastructures demands a high level of responsiveness and tier-one monitoring and management support from its network operations center (NOC).
To cost-effectively deliver these higher levels of service, SDI sought to partner with an operationally mature third-party NOC service provider to deliver white-labeled support to their core business.
SDI sought a NOC partner that could enable its managed services offering to deliver at the level required.
The Solution
Since partnering in 2005, INSTANT SUPPORT and SDI have implemented and refined a set of service solutions that have transformed each of these IT monitoring challenges into value-added services, strengthening SDI’s existing client relationships and enabling new ones. We’ve summarized a few of these solutions below.
- Assessment-enhanced service transition quickly reveals client requirements—both known and unknown: INSTANT SUPPORT provides non-customer-facing service transition support to enhance SDI’s managed services onboarding process, conducting rigorous technical assessments that go far beyond analyzing current-state data.
- Flexible access to rare NOC expertise and operational capabilities fulfill unique NOC support requirements: INSTANT SUPPORT organizes its service catalog into three tiers of service, but is flexible in fulfilling clients’ unique needs, even when they fall in between tiers. Additionally, INSTANT SUPPORT allows you to buy exactly the amount of support you need.
- AIOps enables faster, more accurate event correlation and NOC automation: INSTANT SUPPORT and SDI have integrated cutting-edge machine learning and automation tools (AIOps) in infrastructure support programming to unlock previously impossible efficiencies.
The Results
Since the start of its partnership with INSTANT SUPPORT years ago, SDI can point to measurable improvements across key performance metrics and qualitative improvements in the size and quality of the customer relationships. We identified a few of these results below, as compared to out-going MSP/NOC service providers:
- 50% reduction in ticket volume for large, critical infrastructure customers
- 25% reduction in first-call resolution times (notification and escalation)
- 25% increase in monitoring accuracy (monitoring the right contextual variables)
- Significant overall reduction in onboarding times (80% monitoring coverage within five days in one case)
- Significant decrease in Service Desk call abandonment rate (2.2% to 0.4%)
- 17% increase in responsiveness to VIP end-users
- 99% compliance rate with VIP response SLA (compared to 82% with previous support provider)
By partnering with INSTANT SUPPORT, Portokalis says, SDI Presence has been able to “offer a complete 24x7 solution for the most critical of infrastructure environments. When we take all of the capabilities INSTANT SUPPORT brings and marry them with our own project management and IT service management expertise, it’s a powerful combination.”
