Our client is a global retail company. The company had recently transitioned to a new managed service provider (MSP) and discovered that the provider did not have a strong major incident management process (MIM) for dealing with large or significantly important outages.
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.
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