Table of contents
About the client
Based in the UK and the US, Specialist Network Operations (SNO) is a trusted authority in the monitoring and management of large-scale fiber optic networks.
Created to support the massive growth in Open Access infrastructures globally, SNO provides a comprehensive range of services that allow network operators to run, optimise and manage networks on a 24/7/365 basis.
SNO has been consistently growing. In addition to their core fiber network monitoring and management portfolio, they have developed a range of complementary portfolio offers – Smart Services – that address real customer problems and needs, all from Business Analytics & Insights to Quality Assurance & Control and from Virtual Network Design to end-to-end Fiber Network Management.
Business challenge
The organisation offers their customers a wide range of services and is continuously scaling up. For this reason, they wanted to make sure that their in-house Platform for building, monitoring and managing fiber optic networks in the US, Reperio, is modern, efficient, and answers their current needs while scaling. The client needed a trusted technology partner to audit the application and to introduce DevOps standards and knowledge to the organisation.
Application audit and service transition
Our work enabled SNO to provide their services in a more optimised and secure manner. What’s more, after an independent, third-party audit assessing our work, the client’s customer agreed to the transition of a service previously outsourced to another provider, so SNO is now able to directly offer it to their clients.
At the beginning of our partnership, we conducted the initial audit for SNO, focusing on 4 domains: DevOps, Software Development, Data, and IT Service Management. We also checked the Platform from the security perspective.
After the audit, our client decided to create a new Integrated Security and IT Service Management system for a NOC (Network Operations Centre) based on ISO 27001 and ISO 20000 and implemented processes with best practices and ITIL practices in mind.
We introduced the new system’s value stream based on phased and iterative approach:
- Phase 1: Foundation & Critical Processes
- Phase 2: Incident, Change, and Problem Management
- Phase 3: Continuous Improvement and Compliance
SLA Reporting Dashboard and bespoke ITSM training
Our Service Delivery Manager fully supported the client in building their NOC and surrounding processes. SNO greatly appreciated her work and now she has assumed the role of the Head of Customer Success for our client.
She led the design and implementation of an interactive SLA reporting dashboard in Microsoft Power BI, enabling the NOC team to monitor performance metrics in detail. This involved integrating Power BI with key data sources, including ITSM systems and operational databases, to enable real-time incident tracking and SLA compliance.
To enhance efficiency, she optimised data models, implemented advanced analytics using DAX (Data Analysis Expressions), and automated SLA reporting – reducing manual work and eliminating errors caused by manual data processing.
Our Service Delivery Manager also conducted bespoke ITSM training for the team. This included in-depth sessions on core ITSM processes such as Incident Management, Problem Management, and Change Management, ensuring alignment with their operational needs.
A particular focus was placed on Major Incident Management, covering end-to-end workflows, escalation procedures, and stakeholder communication best practices. The training included hands-on dry runs and simulated outage scenarios, allowing NOC engineers to practice real-time response strategies and decision-making under pressure.
Additionally, workshops on ITSM tools demonstrated how to track and report incidents effectively using the Power BI integration. Interactive case studies and Q&A sessions further reinforced learning, ensuring that the NOC team was well-prepared to manage real-world challenges efficiently.
What else we did together
Our experts have been engaged in many tasks, including:
- DevOps Consulting resulting in specific recommendations for CI/CD Pipelines and documentations standards,
- System Integration with our client’s partner, where we created a high-level design for the integration,
- ITSM processes (Incident, Change, Problem and Service Request) design, optimisation and automation,
- New integrations, interfaces, and application testing for the client’s ecosystem,
- Front-end support for the Reperio app.
Main benefits of our partnership
- Long-term scalability and efficiency, backed by best practices in ITIL, ISO 27001, and ISO 20000
- Successful transition of a previously outsourced service, increasing service ownership and control
- Improved NOC operations and reduced manual work with an interactive SLA reporting dashboard in Microsoft Power BI
- Enhanced ITSM processes through structured training on Incident, Problem, and Change Management
- Seamless system integrations, including high-level design for partner integration
- Clear CI/CD pipeline recommendations, improving development and deployment efficiency including Azure Cloud
Technologies used in the project
- GitHub
- PowerBI
- Jira Service Management
