Team Meeting
Company Overview

Agio LLC provides managed information technology (IT) and cybersecurity services. Its managed IT services include infrastructure monitoring and management, cloud solutions, managed Azure, and end-user services; and IT SkySuite solution, including end-user support, hosted messaging, managed backup, and disaster recovery.

 

The company’s cybersecurity services comprise SEC cybersecurity readiness program, health care cybersecurity, PCI compliance, managed security, incident response, and cybersecurity consulting.

Challenges

Despite operating Globally, Digicel was still using a disparate combination of Technology solutions for its IT Service management (ITSM), with each region using a unique set of tools and processes. This product patchwork resulted in a lack of visibility when it came to Incident Management and an absence of common processes for Change Management.

Benefits

Digicel’s incident management operations at group level and across Local Markets have become more efficient with HyperCentral. Prior to the deployment of HyperCentral, many markets and regions used an email-based system to handle incidents, which needed to be supported with significant administrative time.

Results

Despite operating Globally, Digicel was still using a disparate combination of Technology solutions for its IT Service Management (ITSM), with each region using a unique set of tools and processes. This product patchwork resulted in a lack of visibility when it came to Incident Management and an absence of common processes for Change Management.

  • Routes approval requests to the direct line manager and business owner

  • Identifies and any potential risks, violations

  • Automatically assigns approved responsibility.

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