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The future is
  • cloud
  • Increasingly, companies are moving their internal platforms and data to cloud-based service providers.

    CUSTOMER

    Company | Technology provider and telecommunication needs
    Industry
    | Telecommunication
    Employees
    | More than 500 employees

    CHALLENGE

    To manage services, customers and the cloud in a unified way

    SOLUTION

    ServiceNow
    HashiCorp

    TRANSFORMATION PROGRAM

    Cloud Strategy
    Program

    Benefits

    Fast and secure access for you customers

    Improved control of cloud consumption

    Increased security

    Improved provisioning time for any resource

    The cloud, in safe hands

    Increasingly, companies are moving their internal platforms and data to cloud-based service providers. In other words, they are entrusting third parties to securely manage and provide them with fast, reliable access to their information. Behind this task, companies known as Managed Service Providers (MSP) have a difficult and demanding job. To ensure that millions of individual pieces of data are controlled and associated with the corresponding owners, as well as being able to solve any incident in the shortest possible time. This task is of critical importance, as the main asset of today’s businesses is not tangible, it is numbers and letters in digital form.

    On this basis, companies understandably insist on the very best from their MSP. Whoever controls their most valuable asset, has to have the best systems and data managers that exist right now on the market. It is a question of trust, if MSPs do not provide robust and secure procedures, they are destined to disappear. This is the challenge facing one of the giants of cloud management in the Middle East. 

    A tailored solution

    There are a large number of solutions aimed at addressing the needs of the MSP. However, none can offer what they are really demanding: customised, agile services. In a world as diverse as this one, needs change frome business to business and from day to day. As such it is essential for an MSP to find a partner they can trust to meet their expectations when they are looking to solve this conundrum and stay ahead of the market.

    SilverStorm has managed to address all of these needs in a unique and ground-breaking way – full integration of ServiceNow’s IT Service Management (ITSM), Customer Service Management (CSM) and Cloud Management solutions. All driven by SilverStorm‘s Transformation Program called Cloud Strategy.

    The main objective in the first phase was that the data for each of its cloud service customers would be linked to an individual CSM profile. In other words, this Middle Eastern company wanted to organize all the cloud modules to obtain greater and more effective internal control while also making those customers more satisfied. A dual challenge that could only be achieved if CSM and Cloud Management were fully integrated, something that SilverStorm has been able to do before anyone else in the market.  

    Where no one has gone before

    But what happens when the customers of this MSP want to solve  cloud related issues? This is where the implementation of ServiceNow‘s ITSM application comes to the fore. To close the loop, it was necessary to offer a world class incident management service that was capable of combining all the information gathered in the CSM and Cloud Management solutions. The improvement in productivity in all aspects has been evident. The company can now measure more accurately its costs and refine each of its processes accordingly. Mission accomplished! 

    Some of the key reported benefits are

     Simplification of day-to-day tasks

    • Increased levels of security throughout
    •  Greater management capacity

    With all processes controlled within a single platform, this MSP can now benefit from greatly improved levels of stability, performance and ultimately profitability. Thanks to the integrated ITSM, CSM and Cloud Management system, this company has been able to process 32,000 files, representing a significant increase in capacity, opening up fantastic future business opportunities. 

    One language to govern all resources

    The story doesn’t end here, not only did SilverStorm help this cloud service provider make its services more accessible to employees and customers. As part of SilverStorm‘s Cloud Strategy Digital Transformation Program, and with Hashicorp’s Terraform product at its core, SilverStorm also developed a more efficient cloud resource provisioning system. This solution enables lightening quick deployment cloud services, based on a common language for template development. Previously, each of these processes required its own language that could not be reused, making automation impossible, and meaning that delays and errors were far more prevalent. 

    Since Terraform has become part of this Middle East business, the time savings in creating infrastructure resources is evident. An improvement that not only benefits this company but also all its customers who can now have their contracted resources in the shortest possible time. 

    When the work gets easier

    SilverStorm‘s Cloud Strategy Digital Transformation Program supported by two world class technologies provided this managed service provider with the perfect platform to communicate with its customers in an agile and centralised way, as well as offering rapid automated fulfilment of their all-important cloud infrastructure requests. Not only have they managed to improve productivity and increase profitability they have managed to stay ahead of the game in terms of speed of deployment and overall customer satisfaction.  

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