AT&T Business manages a customer base far too large and complex for it to support on its own. The company relies on a cadre of third-party service providers to handle various areas of technical support across its edge-to-edge service offerings.
When AT&T Business first hired INOC to provide 24x7 managed support for its VA hospital guest Wi-Fi program, only a handful of hospitals required external technical support.
As the program grew somewhat rapidly, however, and more VA hospitals required installation and ongoing support, AT&T Business selected two vendors to handle cabling and back-end engineering for installs, and a third, INOC, to provide its NOC services and technical back-end service desk support via its outsourced 24x7 NOC.
When Colleen Jacobs, AT&T Business’s current program manager for the company’s Veterans Affairs program first came on board in the midst of this expansion in 2013, AT&T Business, in her words, simply “didn’t have enough people or bandwidth to support the growth that was happening.” The company’s VA program was taking on more hospitals than it was prepared to support without a significant change to its service levels.
The program at that point had expanded to a total of 20 hospital sites—all still supported by a ticketing system and runbooks designed for far fewer. Both ticketing and the runbooks proved to be operationally immature and underpowered given the higher workloads and greater complexity across the additional sites.
When a ticket was issued at a hospital with no available IT staff, Jacobs remembers getting calls almost every hour, with tickets clogging her inbox. In short, the program’s ITSM services needed to catch up with the business.
Over the next several years, AT&T would work with INOC to scale and enhance this support to keep up with the growth of the program—refining their processes each step of the way.