CASE STUDY

Transforming Data Centre Ops
with ServiceNow

Cloud & Data Centre Operations
IT / Technology

Project Highlights

Scope

  • Delivered end-to-end data centre support services, including OS and backup management, virtualisation, and Linux/Unix systems.
  • Enhanced infrastructure with a scalable SCCM structure and modernised system configurations.
  • Integrated a gamification app to improve team engagement and operational efficiency.

Challenges Overcome

Delivered a robust infrastructure to support diverse data centre needs.

Enhanced operational reliability through efficient backup and virtualisation solutions.

Reduced downtime by introducing faster resolution workflows.

Successfully implemented a gamification app to improve team performance.

Business Impact

The project resulted in measurable improvements in data centre operations.

Solution SLA
Same-Day Solution Rate
Hours Average Solution Time
Daily Records Processed
Monthly Records Managed

These outcomes enabled the client to maintain exceptional service standards, enhance operational efficiency, and foster a reliable IT environment.

The Client

  • An organisation managing large-scale data centre operations across diverse sectors.
  • Known for prioritising operational excellence and innovative technology solutions.
  • Committed to delivering high uptime and reliability for mission-critical systems.
  • Strives to integrate gamification and modern approaches to improve team dynamics and productivity.
Software Developer Working on Computer

The Problem

The client required a comprehensive solution to:

  • Enhance the management of operating systems and virtualisation services.
  • Implement a robust backup management system to safeguard critical data.
  • Create a seamless structure for SCCM to streamline configurations.
  • Activate a gamification app to encourage productivity and engagement among the IT team.

The Solution

BGTS implemented a tailored solution to meet the client’s needs.

Advanced Data Centre Services

Enhanced management of critical infrastructure with focus on efficiency.

SCCM Structure Setup

Established a new, scalable configuration management system.

Gamification App

Improved team motivation and engagement with innovative tools.

Linux/Unix Management

Provided expertise to ensure stable operations and reduced downtime.

Virtualisation Services

Enabled better resource utilisation and optimised system performance.

Team & Technology

Tech Stack Utilised

ITSM

  • ServiceNow

Systems Management

  • Microsoft System Center Configuration Manager (SCCM)

Operating Systems

  • Linux/Unix

Team Composition

13 specialists

The Outcome

The implemented solutions revolutionised the client’s data centre operations.

Improved SLA and Response Times

Achieved near-perfect solution SLA and reduced average solution time.

Scalable and Efficient Systems

Delivered a solution capable of processing thousands of monthly records effectively.

Enhanced Productivity

Encouraged team engagement and output through gamification and advanced management systems.

These results solidified the client’s position as a leader in reliable and innovative IT operations.