CBTS commitment to outstanding IT service delivery drives success

December 19, 2022
Author: Chris Munoz
Blog | Why CBTS

As enterprise technology continues to evolve, so must the quality of IT service delivery to ensure your company achieves its goals. For businesses challenged with managing performance, availability, and security of complex, mission-critical infrastructure, CBTS is a trusted partner known for its accountability, established processes, and insight to help you achieve success.

CBTS provides the breadth of experience you need, from managing our data centers to your on-premises environments, public cloud, and hybrid configurations. Our 700-plus certified engineers have the expertise to propel fast-moving companies by optimizing infrastructure to advance bottom-line objectives.

At the heart of our commitment to outstanding IT service delivery are people committed to flexibility and responsiveness as business needs change. With proven, well-documented processes and tested alerting and escalation, our 24×7 client service ensures rapid resolution when problems arise.

Dedicated project managers and operational engineers work alongside your staff, providing incremental knowledge and bandwidth to maximize your company’s productivity.   

Read more to discover how CBTS IT service delivery can transform your approach to managing your most valued business-critical assets.

How CBTS operational excellence transforms enterprise IT services

CBTS facilitates transformation of IT service delivery across your enterprise through well-defined processes for migration, platform build, onboarding, and ongoing monitoring, management, and escalation.

Step 1
A dedicated project manager will be assigned to help guide the migration and coordinate all engineering team activities.

Step 2
Once an optimal platform has been defined based on your organizational needs, CBTS operational engineers build the environment.

Step 3
CBTS operational engineers then move your applications and infrastructure with minimal impact to your daily operations.

Step 4
With the contract in place, the onboarding process begins including access to Service Now and how to engage with our team.

Step 5
Escalation Managers and Service Delivery Managers are assigned and will be your ongoing point of contact.

Step 6
All ongoing monitoring and management for applications, infrastructure, cloud, backup, and disaster recovery is delivered from the CBTS Network Operations Center (NOC).

Efficiently delivering predictive IT services

A partnership with CBTS includes meticulous planning for effective incident management. Developing an escalation policy that identifies and addresses predictable events is a priority in IT service delivery.

To improve your organization’s experience systematically over time, CBTS engineers use rich analytics to gain insights into troubled devices, suboptimal monitoring settings, and noisy environments.

Using our predictive alarm algorithm, engineers proactively identify and address predictable events before “would be” incidents occur. For instance, if capacity or usage thresholds impacting performance trigger a predictive alarm algorithm, on-call engineers will address the problem before it escalates and negatively affects your operations.

By partnering with CBTS for your monitoring, management, and remediations needs, your organization gains access to:

  • Enterprise-class alert and ticketing system with immediate and automated responses.
  • ServiceNow dashboard for support/new service requests, incident tracking, and complete visibility of IT health.
  • Coordination of third-party warranty and support services.
  • Circuit and other device monitoring and communication with carriers and other vendors.

Commitment to excellence in IT service delivery is our priority

Achieving Operational Excellence with CBTS

The goals of your organization are paramount to successful IT service delivery.

Quarterly reviews ensure our CBTS team meets predefined metrics for performance and continuous improvement. Additionally, CBTS has developed a “Metrics That Matter” program designed to measure and inform operations about response times (wait times, time to escalation, urgency of interactions) and the quality of resolutions (closure of issues, limiting ticket re-opens).

Finally, the CBTS quality assurance team focuses exclusively on identifying and recommending process improvements to increase quality of IT service delivery.

We understand the complex issues today’s enterprise organizations face and strive to deliver continuous improvements to our products and services to exceed customer expectations and meet all regulatory requirements.

Choosing an IT service delivery partner

When choosing an IT partner to manage your complex enterprise environment, look for technology companies that are flexible and responsive to your changing business needs, with multiple NOC locations and 24×7 coverage.

A commitment to organizational excellence, outstanding customer service, strategic focus, quality, and continuous process improvement are all critical attributes of a partner that can help your company achieve its goals.

At CBTS, our culture of collaboration, integrity, trust, and leadership—in concert with outstanding IT service delivery and expertise in compliance and technology trends—gives us the ability to be a valuable extension of your IT team.

Contact CBTS to learn more about how we can help you reach your goals. Your success is our success.

Related Stories

Schedule a complimentary
30-minute consultation with an engineer

Join the Conversation!

Related Solutions