Virima V6.0 will soon be available with an all-new look, enhanced discovery, mapping and vulnerability features and more. Stay tuned!

Segra Transforms IT Operations with Virima’s ITSM Solution

Segra Transforms IT Operations with Virima's ITSM Solution

Table of Contents

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


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.

Contact Virima to request a demo today!

Subscribe to Our Newsletter

More to Explore

Table of contentsWhat is Virima?Hybrid discoveryAutomated CMDBService MappingVirima Visual Impact Display (ViVID™)IT Asset ManagementAutonomic Social Discovery  Virima–JSM Integration: The Value PropositionTaking the Next StepDiscover the power of the Virima–JSM integration. Explore now! As IT landscapes evolve, so do the challenges…

Table of contentsThe importance of an efficient ITSM tool for business growthRecognizing the signs of a limiting ITSM toolService Level Agreement (SLA): Are you meeting performance targets?Incident Management: Is your ITSM Tool Resolving Issues Fast Enough?Service Request Management: Is your…

Whether you're a small startup or a large enterprise, maintaining a comprehensive understanding of your network components is vital. Having a clear grasp of your network's infrastructure helps optimize performance, identify vulnerabilities, and ensure seamless operations. This is where Virima…

In today's rapidly evolving digital landscape, a robust and reliable IT infrastructure has become more crucial than ever. This comprehensive guide focuses on the importance and benefits of utilizing IT asset and service management automation, particularly through ITSM automation with…

The business world is constantly evolving, and the IT department has to adapt to meet new challenges. This can be difficult if you don't have a clear view of the state of your company's IT systems. Having IT visibility means…

As businesses grow, the need for IT infrastructure optimization rises. But what does this ‘optimization’ mean? It means the careful implementation of IT scaling strategies. To put simply, adding resources to keep up with the demands of end-users– customers and…

Businesses are increasingly adopting multi-cloud strategies to capitalize on the benefits of different cloud providers and infrastructure options. However, managing multiple cloud environments can quickly become complex and challenging. Problems such as lack of visibility, cost optimization, security, and compliance…

Table of contentsUnderstanding the importance of IT asset and service management automation for securityEnhanced visibilityAutomating manual processesResource optimizationIdentifying IT security gaps: The role of IT asset managementProtect your IT systems with VirimaAutomated security auditsReal-time event monitoringAccess control and permissions managementPatch…

Imagine a world where IT seamlessly integrates with your organization's goals, customer satisfaction soars, and every IT operation runs smoothly. Virima ITSM solution can transform this vision into reality. By implementing proven frameworks, leveraging best practices, and fostering a culture…

Table of contentsWhat is dependency mapping?How do you define the scope of your dependency mapping project?Identify project goalsEvaluate critical systemsDefine relevant dependenciesConsider complexityChoose the right toolCreate the dependency visualizationReview and refineWhat tools should you use to create a dependency map?How…