Challenge
A large metropolitan transit authority operating across nearly 200 locations required a partner to provide comprehensive managed IT services for its network, servers, desktops, monitoring, and help desk functions. The organization supported more than a million daily riders and relied on stable, secure, and highly available technology to sustain critical transportation operations.
The authority needed an integrated services model that included new equipment installation and integration, proactive fault monitoring, technician dispatch for break/fix issues, troubleshooting, performance monitoring, and reporting. A single point of accountability was required to manage IT operations consistently across all facilities while maintaining high service levels and system reliability.
Solution
SDI was selected to deliver end-to-end managed IT services and has been retained through multiple contract renewals over an extended period. The solution included 24x7x365 network operations center support, enterprise network management, server administration, desktop and mobile device support, and centralized help desk services.
The engagement also modernized service management practices by transitioning the organization to a new IT service management platform and implementing ongoing system administration. In parallel, SDI supported technology improvement initiatives such as ruggedized device deployments, self-service password management, port security, and mobile device encryption, strengthening both operational resilience and security.
Services Delivered
- Overall IT service management
- 24x7x365 Network Operations Center (NOC)
- Network support for switches, routers, Wi-Fi, video recorders, and storage systems
- Monthly capacity and performance trending reports
- PC and mobile device management across nearly 200 sites
- Support for specialized industrial PCs, kiosks, and printers
- Server management for Active Directory, file/print, application, and remote domain servers
- Administration of Microsoft 365
- Level 1 Help Desk support and user account administration
- ITSM platform transition and ongoing administration
- Technology projects including ruggedized device deployment, password self-service, port security, and mobile device encryption
Benefit
The program improved system performance and established consistent service levels that ensured the stability, reliability, and availability of the transit authority’s IT environment. Customer satisfaction exceeded 97 percent with no missed service-level agreements over more than a decade. By consolidating responsibility under a single provider, the organization achieved streamlined operations, improved visibility, and dependable support for its network infrastructure, end-user systems, and enterprise applications across all locations.
