An established, well-known Texas university with a tradition of academic excellence that began in the 1800’s found itself in need of a new managed NOC solutions provider that could deliver a high level of service for their IP-based call center. Their existing managed NOC provider was incapable of meeting SLAs set forth in its contract, including, but not limited to, the key Mean Time to Repair (MTTR) metric. In addition, the existing vendor’s inability to closely monitor and manage product lifecycles of their Cisco Unified Communications (UC) solution meant unnecessary costs took budget dollars from projects and initiatives that could—and should—have been shaping the future of the university.
The client needed a managed NOC provider that understood and had experience working with customers utilizing Cisco’s UC solution. In addition, they needed the expertise and experience of professionals who could fully monitor and manage Cisco product lifecycles.
The university turned to the Managed NOC Services professionals at GDT, who have years of experience delivering the high level of service the client needed to universities, enterprises, service providers and government agencies of all sizes.
GDT’s Insite Pro+ provides proactive monitoring and faster resolution times
Based on meetings and interviews with key university stakeholders, GDT’s managed NOC professionals, who are some of the most tenured and highly certified professionals in the industry, designed a customized solution that incorporated InsitePro+, its comprehensive suite of managed NOC services.
Delivered through GDT’s Network Operations Center (NOC), InsitePro+ provides a comprehensive, managed NOC solution that is overseen by over one hundred fifty (150) solutions architects and engineers whose experience is unparalleled in the industry. GDT’s NOC is a state-of-the-art, 24x7x365 facility that strictly adheres to ITIL- and PMI-based framework methodologies.
With Insite Pro+, the university now enjoys:
- Alert management
- Autonomic Incident Resolutions
- Availability Monitoring
- Change Management
- Incident Management
- Moves, Adds, Changes and Deletions (MACDs)
- Monthly Operational Reviews
- Product Lifecycle Management
- Problem Management
- Quarterly Business Reviews (QBRs)
- Release Management
- Service Desk
- Vendor Management
The GDT Cisco Smart Net Practice
GDT’s Cisco Smart Net practice is composed of skilled, tenured professionals whose sole responsibility is to manage Cisco product contracts for customers. In fact, GDT is one (1) of the very few network and systems integrators to build a technology practice with this singular focus in mind. The client soon discovered that GDT’s Smart Net practice doesn’t stop once the product contracts are signed; they pride themselves on delivering a tremendous attention to detail and regular business reviews with the customer the “other eleven (11) months.”
What soon followed is par for the course
As a result of GDT’s Managed NOC Services, including InsitePro+, and its ability to fully manage and monitor the client’s Cisco product contracts, the client has begun discussions with GDT about rolling additional, mission-critical products and services into their existing GDT solution.