To implement a major incident management (MIM) system that included processes for escalations, communications, troubleshooting, and long-term systemic improvement.
We partnered with the company and the MSP to analyze their current state and implement our recommended solutions.
PEOPLE
PROCESS
TECHNOLOGY
Within 2 months the shift in organizational alignment and the introduction of a standard ITIL MIM solution led to a much lower Mean Time to Resolution (MTTR). When we completed the project, our client saw
Outages – MTTR
Communication
Systemic improvement