challenge
The client, a global investment services firm with over $3 trillion in assets under management, needed a 24x7 monitoring service for their business-critical collaboration infrastructure. Worried that their existing 24x7 team was badly behind the eight ball, the client took measures into their own hands and sought out the experts at Randstad.
randstad technologies solution
Unfamiliar with the configuration or impact of alerts, the client’s 24x7 team was causing unnecessary alert and incident escalations, which in turn led to increased costs, resolver-assignment delays, security risks and even the risk of audit failures. In response, Randstad took decisive action:
- implementing a 24x7 team to monitor the client’s Splunk solution
- standardizing and automating the patching process to improve efficiency and ensure compliance
- defining an appropriate escalation matrix to minimize time lost identifying support resources
- integrating the support team with senior resources to clearly identify and prioritize the severity of alerts and minimize downtime
outcome
Randstad delivered on all key KPIs and metrics throughout the course of the engagement. For example:
- exceeding 99.999 percent collaboration availability for several years
- achieving a same-day patch compliance rate between 99 and 100 percent within 24 hours
- being recognized with customer satisfaction levels over 4.9 (out of 5)
- realizing Level 2 and 3 response-time SLAs consistently north of 99 percent
Ready to see how Randstad can drive similarly impressive business outcomes for your company? Get in touch with us today and we’ll be happy to walk you through our best-in-class capabilities.