Challenge
A large public transit authority operating one of the nation’s busiest transportation systems needed reliable, centralized IT support across a highly distributed environment. With nearly 9,000 employees and operations spanning roughly 190 locations, the organization depended on technology to keep daily transit services running smoothly.
Leadership sought a single partner that could manage and integrate network, server, desktop, and help desk functions under one coordinated support model. They needed proactive monitoring, rapid break/fix response, performance reporting, and a single point of contact for all IT-related issues—without disrupting mission-critical transit operations.
Solution
The transit authority partnered with a managed services provider to deliver fully integrated IT support across its enterprise environment. The engagement focused on stabilizing operations, standardizing service delivery, and improving visibility into system performance.
Over time, the relationship expanded to include comprehensive IT service management, 24x7x365 network operations, and enterprise desktop and server support. The provider modernized the service management platform, transitioning the organization to ServiceNow and establishing consistent processes for incident management, monitoring, and reporting.
In addition to day-to-day operations, the team supported a range of modernization initiatives, including ruggedized device deployments, enhanced security controls, and self-service capabilities for end users. This long-term partnership enabled continuous improvement while maintaining the reliability required for public transportation systems.
Services Delivered
- Overall IT service management
- 24x7x365 Network Operations Center (NOC)
- Network support for 2,000+ switches, routers, servers, Wi-Fi devices, network video recorders, and storage arrays
- Monthly capacity and performance trending reports
- PC and mobile device management for 3,500+ endpoints across approximately 190 locations (via SCCM, Intune, and field support)
- Support for specialized industrial PCs, kiosks, and printers
- Server management and support for 400+ servers, including Active Directory, file and print, application, and remote domain servers
- Administration of Microsoft 365
- Help desk services with Level 1 support and user account administration
- Migration from legacy ITSM platform to ServiceNow with ongoing administration
- Project support including ruggedized PC deployment, password self-service, port security, and mobile device encryption
Benefit
The organization achieved improved system performance and established consistent service levels that strengthened the stability, reliability, and availability of its IT environment. Mission-critical transit systems are now supported by a unified operations model designed to scale with demand.
Customer satisfaction has remained consistently high, with sustained SLA compliance over multiple contract terms. By consolidating responsibility under a single managed services provider, the transit authority gained greater operational efficiency, stronger security controls, and a dependable IT foundation to support daily transit services for millions of riders.
