Ensuring trouble-free operation of systems in the MediaTech industry is key to achieving business goals. It affects user satisfaction and the return on investment from real-time projects. How do you mitigate risk and implement an effective monitoring system? One of the comprehensive solutions we implemented in the ITV project is a support team. Thanks to it, we have solved key operational problems in the handling of broadcast live events.

Definition and importance of the support team ​

A support team is a person or a group of people who are responsible for monitoring the customer's systems and products, as well as the external services integrated into its systems. In practice, this means that the support team is always vigilant, ensuring that all systems are running smoothly 24/7. In the event of an incident, the team takes immediate action, escalates the problem and takes corrective action, working with the developers on duty.

Solving key business issues ​

The support team is invaluable in ensuring the continuity of IT systems. Problems can arise at any time of the day or night, and resolving them quickly is key to maintaining customer satisfaction and minimising financial losses. The support team, with its preparedness and expertise, is able to respond quickly to emergencies, minimising downtime and ensuring business continuity.

Benefits of implementing a support team ​

First and foremost, we have automated most of the incident handling processes, which allows a minimum number of people to be involved. As a result, issues are handled automatically in 99% of cases. This has, in turn, reduced the customer's operational costs and increased customer satisfaction.

6 tools for effective operation and monitoring ​

We use advanced tools such as Zabbix, AWS CloudWatch, Sentry, New Relic, Ops Genie and Slack to effectively operate and monitor client systems. Each of these tools plays a vital role in the monitoring and incident management process, providing us with a complete view of system performance and enabling us to respond quickly to issues as they arise.

3 key automations ​

A bot responds to customer notifications received or incidents resulting from monitoring systems by SMS or e-mail. This programme:

• categorises the incident,
• notifies the customer and support person of the problem,
• initiates appropriate corrective action.

In this way, the incident handling time and resources required to resolve the problem can be reduced as much as possible.

Real time support for live events ​

The entire team is in constant contact with the client via video conferencing, so that we provide a continuous and comprehensive service. Cyclically - every 10 minutes - we send statistics on traffic and system load. At the end of the event, we provide a detailed report of any incidents (or lack thereof) and information on what happened on the client's system.

2 key success indicators (KPIs) and results ​

The key performance indicators (KPIs) that allowed us to measure the success of the support team deployment were primarily:

• a decreasing number of incidents that went undetected; and
• a reduction in the number of customer requests for infrastructure issues.

Thanks to our proactive approach, we are able to anticipate potential problems and eliminate them before they affect the operation of customer systems.

If you are interested in this solution, download Pitch-Deck and introduce it to your partners.

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