Achieved 99.99% Uptime and Decade-Long Partnership Success
Request Detailed Case Study
A large enterprise was experiencing significant challenges in freeing up their core engineering team from day-to-day IT infrastructure operations, preventing them from focusing on innovation and new client builds. With uptime below 98.5% and growing operational demands, the organization needed a comprehensive managed infrastructure solution. BETSOL implemented end-to-end infrastructure operations management, establishing a partnership that has successfully delivered exceptional results for nearly a decade.
Key Challenges:
- Engineering Team Bottlenecks: Core engineering resources consumed by routine infrastructure operations, unable to focus on strategic initiatives and innovation
- Below-Standard Uptime: System availability at less than 98.5%, falling short of business requirements and customer expectations
- Reactive Operations: Lack of proactive monitoring and incident management leading to prolonged outages and service disruptions
- Growing Operational Complexity: Increasing infrastructure demands without corresponding increase in specialized operational resources
- Limited 24/7 Coverage: Insufficient round-the-clock monitoring and response capabilities for critical business systems
- Inefficient Change Management: Slow implementation of infrastructure changes affecting business agility and competitiveness
GOALS:
- Free Up Core Engineering Resources: Enable internal engineering teams to focus on innovation, new client builds, and strategic initiatives
- Achieve Enterprise-Grade Uptime: Establish world-class system availability meeting and exceeding business requirements
- Implement Proactive Operations: Create comprehensive monitoring and incident management to prevent issues before they impact business
- Establish 24/7 Coverage: Provide round-the-clock infrastructure monitoring, alerting, and response capabilities
- Optimize Change Management: Streamline infrastructure change processes to improve business agility
- Create Long-Term Partnership: Build scalable, sustainable operations model for ongoing infrastructure excellence
Solution:
- Deployed Dedicated Network/Server Teams: Established specialized teams to handle all maintenance, operations, and ticket response, freeing internal resources for strategic work
- Implemented 24/7 Incident Management: Created comprehensive incident management processes following ITIL best practices to drive rapid outage resolution
- Established 24/7 Network Operations Center (NOC): Built first-response capabilities for all infrastructure issues, alerts, and monitoring events
- Created Tier 4 Troubleshooting Expertise: Deployed advanced troubleshooting teams providing monthly insights and optimization recommendations
- Built Comprehensive Monitoring Infrastructure: Implemented advanced monitoring, alerting, and analytics across all networking, support, and virtualization services
- Established Change Management Excellence: Created streamlined processes for infrastructure changes with proper testing and validation
- Implemented Continuous Optimization: Developed ongoing optimization processes to eliminate ticket backlogs and improve operational efficiency
- Created Partnership Model: Built long-term partnership approach focused on continuous improvement and strategic alignment
Results:
- Decade-Long Success: BETSOL has successfully managed the infrastructure solution for close to a decade, demonstrating sustained excellence and partnership value
- Complete Backlog Elimination: Eliminated all ticket backlogs through optimized processes and dedicated team coverage
- World-Class Uptime: Achieved 99.99% system availability, exceeding industry standards and business requirements
- Accelerated Change Implementation: Delivered 59% reduction in change implementation time, improving business agility and responsiveness
- Rapid Alert Response: Achieved 74% reduction in alert response time through proactive monitoring and dedicated NOC coverage
99.99%
Uptime achieved exceeding enterprise standards and business requirements
10+ Years
Successful partnership demonstrating sustained operational excellence
59%
Reduction in change implementation time improving business agility
74%
Reduction in alert response time through proactive 24/7 monitoring
Know more about our Managed IT Services
Learn moreRelated case studies
Achieved 98% CI Completeness and 80% Reduction in Manual Discovery Effort
A global enterprise with 2,000+ IT assets across multiple locations struggled with fragmented asset tracking, manual discovery processes, and limited visibility of their infrastructure.
Achieved 95% Resource Tagging Accuracy and 90% Cost Allocation Automation Across 55,000+ Cloud Resources
A large enterprise was struggling with spiraling cloud costs and lack of traceability for cost allocation by project and customer.
Achieved 99.1% SLA Adherence and 93% Reduction in Average Response Time
A large enterprise needed comprehensive engineering teams for management of cloud platforms and Managed Services Providers to handle SLA-driven ticket management, outage resolutions, and execution.
