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.
what our customers are saying
“Brightworks consistently delivers a high level of technical expertise and customer service so we can focus on our core business. Brightworks is committed to efficiently resolving IT incidents, but more importantly, they help us eliminate the root cause.”
Ed Balda | Teays River Investments, LLC
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Teresa Simpson | RL Turner Corporation
“I’ve been thoroughly impressed with the comprehensive and thorough service provided by Brightworks Group. From providing high-level strategic guidance to providing day-to-day support to my team, Brightworks excels at proactively crafting and implementing solutions that keep us focused on our business, and not IT issues. My vCIO, account manager, on-site technicians, and help desk experts all take the time to clearly explain the risks and benefits of each decision. I look forward to continuing to grow with Brightworks Group.”
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