NetBrain Case Study BT Enterprise 3-16-22

CASE STUDY BT Enterprise Managed Services and NetBrain: Driving Business Outcomes for 2,000 Managed Services Clients Quick Facts About British Telcom BT Data Services As one of the world’s leading communications services companies, British Telecom (BT) serves organizations around the world, providing consumer and enterprise Employees: 11,300 (BT communications solutions across all verticals. BT’s Enterprise Managed Services arm, Enterprise Services) the company’s second largest, provides security, cloud, networking, and other technology services to companies of all sizes across the UK and Republic of Ireland. Customer Sites: 2,000+ BT Data Services falls within this arm, providing end-to-end managed network infrastructure services. CPEs Managed: 300,000 Technologies Supported: LAN, WAN, WLAN, 5G, and others NetBrain Use Cases: % Automation, MTTR % 43 reduction, automated 75 documentation, knowledge sharings Reduction in MTTR Time Saved in Complex Incident Resolution (With NetBrain), The Challenge “ we can shortcut a According to Sr. Manager Data Services, Lewis Hardy, BT Data Services sought to lot of the knowledge reduce mean-time-to-repair (MTTR) and mean-time-to-innocence (MTTI) on the issues or problems, that 2,000+ customer networks it manages. These network accounts range from SMB to needed us to review large enterprise and encompass public and private sector. Having identified network documentation and automation as a means for scaling these improvements across their shared and refresh on networks dedicated service models, they were looking for a means of becoming more productive that we’ve not seen and efficient and to drive better customer outcomes for every customer service request. for some time. Additionally, Hardy recounts his goal of creating a data model “that could bring network documentation to life” knowing that this deep knowledge would help solve problems Lewis Hardy ” more quickly. Sr. Manager, BT Data Services