Table of Contents
- Client Overview
- Problem Statement
- Virima’s Solutions
- Why Segra Chose Virima
- Impact
- In Segra’s words
- We can replicate Segra’s success for your business!
This is a comprehensive case study highlighting the successful implementation of Virima’s IT service management (ITSM) solution at Segra, a leading fiber infrastructure bandwidth company. The story showcases the challenges Segra faced, the solutions provided by Virima, and the impact on Segra’s IT operations.
For a detailed review, please visit this case study.
Client Overview
Segra is a leading fiber infrastructure bandwidth company operating in the Eastern U.S. Its advanced fiber infrastructure network connects over 10,000 locations across 30,000 miles, run by six data centers in nine states. Also, Segra provides Ethernet, dark fiber, MPLS, advanced data center services, IP and managed services, voice, and cloud solutions to residential and business customers.
Problem Statement
Segra faced several challenges with its existing ITSM platform, including:
Limited scalability and security
Segra’s existing ITSM platform couldn’t keep up with the company’s growth, and it lacked robust security features to protect sensitive data.
Lack of flexibility
The platform’s rigid structure required extra manual effort from the IT team to adapt it to their specific needs and workflows.
Inefficient change control processes
Change management was time-consuming and error-prone due to the platform’s limited capabilities.
Rudimentary self-service ticketing portal
The existing portal was not user-friendly, leading to a high volume of support calls and low customer satisfaction.
Ineffective CMDB discovery
Segra struggled with maintaining accurate and up-to-date information about its IT assets, resulting in operational inefficiencies.
Virima’s Solutions
Virima provided Segra with a comprehensive ITSM solution that addressed their challenges:
Automated CMDB Discovery
Virima’s solution included automated CMDB discovery, which allowed Segra to accurately track and manage its IT assets. This feature helped the company maintain up-to-date information about its infrastructure, reducing the risk of errors and improving overall operational efficiency.
Flexible and Customizable ITSM Platform
Virima’s ITSM platform was designed to be highly flexible and customizable, allowing Segra to tailor it to their specific processes and workflows. Also, this flexibility reduced the need for manual intervention and streamlined IT operations.
Improved Security
Virima’s ITSM solution provided configurable permission sets, ensuring that sensitive data was only accessible to authorized users. Also, this enhanced security feature helped Segra protect its critical information and comply with industry regulations.
Streamlined Change Control Processes
With Virima’s ITSM solution, Segra was able to implement streamlined change control processes that reduced the time and effort required to manage changes. Also, this improvement led to fewer errors and a more efficient IT operation.
Enhanced Self-Service Ticketing Portal
Virima’s solution included an enhanced self-service ticketing portal, which allowed Segra’s customers to easily submit and track support requests. Thus, this user-friendly portal reduced the volume of support calls and increased customer satisfaction.
Why Segra Chose Virima
Segra chose Virima for its:
- Robust and highly flexible IT service management platform
- Adaptable and customizable solutions that fit the company’s unique needs
- Reasonable pricing and agility compared to other vendors
- User-friendly interface that simplified IT operations
- Managed services and ongoing support to ensure long-term success
Impact
With Virima’s ITSM solution, Segra achieved:
Time and Cost Savings
Virima’s ITSM solution helped Segra save significant time and resources by automating processes, reducing manual effort, and streamlining workflows. Also, this led to substantial cost savings for the company.
Improved IT Operational Efficiency
By implementing Virima’s ITSM solution, Segra was able to improve its IT operational efficiency. Hence, ensuring that the IT team could focus on more strategic tasks and better support the company’s growth.
Enhanced Customer Satisfaction
The enhanced self-service ticketing portal provided by Virima improved the customer experience, leading to higher satisfaction levels and a reduction in support calls.
Streamlined Workflows and Processes
Virima’s flexible and customizable ITSM platform allowed Segra to streamline its workflows and processes. Thus, resulting in a more efficient and agile IT operation.
Accurate and Dynamic CMDB
Also, with the automated CMDB discovery feature, Segra was able to maintain an accurate and dynamic CMDB, improving IT asset management and reducing the risk of errors.
In Segra’s words
“I don’t often use the word ‘team members’ while referring to a vendor, but the Virima team became an extension of our operations group and worked slavishly to meet our timing demands. When we were up at 2:00 AM solving implementation problems, they were right in the trenches with us. I have never had a more responsive vendor.”
– Robert Roberts, Director of IT Operations and Support at Segra
We can replicate Segra’s success for your business!
The Virima–Segra case study demonstrates the transformative power of a robust ITSM solution.
By implementing Virima’s platform, Segra was able to overcome its IT challenges, streamline operations, and achieve significant cost savings. Hence, this success story highlights the importance of choosing the right IT service management solution to meet an organization’s unique needs and drive growth.
