Cloud Management as a Service National Bank with 23 Full-Service Branch Offices Business problem Cost impact Maintain staff levels while expanding operations to 24/7 Minimize IT training expenses while enabling best-of-breed tech Fixed costs deliver budget predictability Net result: a 35% savings in 24/7 operational expenses vs. developing and implementing an in-house NOC solution A national bank’s IT operations were challenged to drive innovation and expand Help Desk operations to 24/7 without head count increase. Additional needs: Remain competitive with national banks Provide customers with a positive and consistent banking experience 24/7 Meet stringent security and compliance mandates Enable IT to focus on innovation without the distraction of daily operations Manage a tight budget in a constantly evolving environment Risk impact Project overview Minimized downtime: patching, updating, 24/7 monitoring, and proactive recommendations prevent outages & keep environment healthy Maintained Security Compliance: GreenPages is SOC 2 accredited for security and confidentiality excellence Compliance Reporting: capabilities built into monitoring platform Reduced Operational Gaps: technical debt, skill erosion, staff attrition GreenPages implemented CMaaS Infrastructure Operations at the Manage level to handle 330+ client devices, including 260 servers, 25 hosts, and 45 network devices. CMaaS features: infrastructure monitoring, patching w/onsite support, triage, remediation services, escalation management, vendor coordination, governance and reporting, and clear RASCI defined roles and responsibilities. Technical Account Management: an experienced operations resource focused on the unique needs of the client’s IT environment and business goals: Delivers monthly service delivery reports Makes fact-based recommendations Works closely with the organization’s IT team to ensure successful alignment with service levels and desired business outcomes Service impact Markedly improved IT delivery IT able to focus on high-value activities: innovation, application evaluation, deployments, office expansions, customer onboarding Improved governance through transparency and accountability Improved customer service and end user experience