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HP Software's community for IT leaders // February 2012

Grow the company, improve service

UK-based managed services provider InTechnology improves network services via automation and consolidation of management systems.

As one of the UK’s largest managed service providers (MSPs), InTechnology provides network, voice, Voice over IP (VoIP), data and storage services to more than 800 UK businesses. The company has been around for 26 years, but has seen much of its growth in the last four years, when its network grew by 75 percent. Its product set also tripled in that time, introducing a lot of complexity at the network level and in product lifecycle management. The company needed a way to manage that complexity so it could continue providing the best possible service.

“Previously, we didn’t have anything that could scale as well as the systems that we have in place now,” says Ed Jackson, the company’s operational system support manager. “We got the guys at HP to come in and design us a solution based on products that we already had.”

InTechnology was able to take existing software, such as HP Service Desk, to the next level with a truly integrated implementation.

Automated management, end to end
The company decided to implement a solution that would integrate all of its service offerings and provide a simpler way to manage the lifecycle of services and devices, from provisioning to decommissioning. For example, when the operations team adds a new device to the network, it’s now easily discoverable. The device automatically appears in the service management console and can bring in related financial data from other systems. The system can automatically configure the device and manage it all the way through eventual decommissioning when it’s replaced with another device.

The system has also helped InTechnology shave 15 percent off its mean time to restore after incidents, and those incidents are now reported automatically. A triage system and knowledge base help customer support teams and level 1 engineers solve less complex cases more quickly, and identify which problems require the attention of level 3 engineers.

“In terms of our service and support, we’ve basically grown the network massively, but we haven’t increased any headcount for managing the network,” Jackson says. “Approximately 80 percent of our incidents are generated automatically … [which] takes a massive burden off the 24/7 teams and the customer support guys.”

Many of InTechnology’s customers are subject to certain security regulations regarding how they manage and store data. So when they turn parts of their data over to InTechnology, they need to know that the provider will enable them to meet those standards. The new system manages compliance and makes it easy to provide any reports or data an auditor would require.

InTechnology’s new system not only makes internal management easier, but it also gives the company new value to offer its customers.

“It gives us a unique calling card,” Jackson says. “I don’t know of many other MSPs that have such an automated set of technology tools to help them manage the service that they provide to their customers.”

Check out the full podcast/transcript for the project’s details and how it has made scaling easier as more of InTechnology’s customers move to the cloud.


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