Incident Management Case Study

The Critical Impact of Incidents McGraw-Hill, a SaaSbased education services company, was experiencing an average of 8-10 critical incidents on a monthly basis.

These were issues with applications, servers, or ports going down, networking issues that compromise the connectivity of entire offices or data centers, a broken down router switch, or development issues such as problematic code that needs to be fixed.

When these incidents hit, customers would call into the company’s support center reporting that they couldn’t log in to mission-critical products or to complain about app performance issues. Needless to say, the impact of critical incidents on customer satisfaction – and on employee productivity – had the potential to be severe.

In this critical incident management case study, learn how Excigence was able to provide McGraw-Hill with an effective solution that helped them to streamline their incident management process.

case study

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Greg Fulk | COO, Valeo

“Despite Eskenazi Health having best in class monitoring tools, extremely talented engineers and a 24/7 NOC, Brightworks monitoring can’t be beaten. While they only manage the infrastructure for one of our more significant services, they are the first to acknowledge, report and respond when any adverse event takes place. Between their knowledgeable staff, an acute sense of urgency and unprecedented monitoring/tools, they are, without a doubt, the best choice for managed services.”

Melissa Conley | CTO, Eskenazi Health

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