ScienceLogic is proud of our global footprint. From “Down Under” in Australia and New Zealand to the northern climes of Scandinavia, over 500 customers serving 100,000 organizations use ScienceLogic to modernize and optimize their IT operations.
One such customer is TDC Erhverv, a leading Denmark-based MSP specializing in telecommunications, internet, security, and collaboration solutions and supporting over 50,000 companies.
TDC Erhverv offers comprehensive solutions and managed services that support digitization efforts and help manage critical infrastructure across Denmark. ScienceLogic plays a vital role in this effort, and TDC Erhverv has integrated ScienceLogic’s AI platform to support its organizational mission of “working smarter, not harder.”
Using ScienceLogic to Enhance Service Speed, Quality, and Customer Value
During the initial phase of the implementation, a key focus for the MSP was enhancing the customer onboarding experience and increasing operational efficiency. This initiative aimed to address three primary challenges:
- Onboarding new Access Points (APs): TDC Erhverv was already using automation in many areas, however, onboarding a high volume of new APs to support network connectivity each month was still a very manual task.
- Manual IT operations: Monitoring these APs was handled via traps coming from the controllers. Updating the CMDB was challenging due to the highly manual tasks associated with many APs and frequent changes.
- Service risks: “Incident storms” could cause entire locations or switches to go down, and AP events were not automatically cleared, which created additional manual work for the operations team.
Using the ScienceLogic AI platform, TDC Erhverv leveraged the platform’s advanced automations for ITSM and IT workflows to enhance service delivery, moving beyond manual tasks that slowed operational efficiencies and innovation.
Additionally, with the platform’s support for full-stack observability, the MSP has moved past traditional monitoring – typically limited to specific cloud stacks or devices – to achieve comprehensive, end-to-end visibility across the entire IT estate.
Importantly, ScienceLogic also provides a service view to align IT operations with business objectives. TDC Erhverv’s ITOps teams get a dashboard view into business service risks and can prioritize work with a full understanding of service impact – saving time and avoiding service outages.
Impact: Slashing Incident Response Times and More!
Combining automated ITSM workflows to reduce incident resolution time and proactive insights to clients regarding critical services and network health, TDC Erhverv was able to greatly improve client value and achieve significant revenue growth.
TDC Erhverv manages approximately 50,000 devices and one million events per month. Since implementing the ScienceLogic platform, the MSP has achieved a 32.4% faster average incident resolution time, 96% of incidents are automatically created and routed daily, resulting in a 70% reduction in service desk work. This greater efficiency allowed TDC Erhverv to redirect resources to higher-value projects, contributing to an 11% YoY revenue growth.
Other impactful statistics include:
- 540+ hours/year in overtime saved
- 10% average increase in revenue/EBITA
- 70% reduction in operational effort
- +$1m annual operations savings
- 95% improvement in client onboarding through a reduction in manual effort (3-year gain)
In the words of TDC Erhverv’s CIO, Douglas ‘DJ’ James:
“ScienceLogic is helping us to deliver true unique value to our customers. That is something we have not been able to do before – providing direct data to relevant dashboards, insights into critical services, network health, availability, and risk. Working with ScienceLogic, we can run our Managed Services as efficiently as possible and work as smart as possible.”
Another value area for TDC Erhverv is how they can customize the platform. “It’s very automatic,” said James Jesper Lose, SL1 Systems Artchitect. “It’s a step forward in management. It’s like having a box of Lego from which we can configure and create any service monitoring or service experience for our customers.”
Taking It to the Next Level: Journeying to Autonomic IT
ScienceLogic is committed to supporting clients like TDC Erhverv with advanced capabilities to automate even more of their IT operations, maintain their market leadership, further enhance customer experiences, and, ultimately, journey to Autonomic IT.
Powered by ScienceLogic’s AI platform, Autonomic IT combines business-accelerating capabilities, including global visibility, AI, and automation, to help organizations realize a self-managing IT environment. One that proactively monitors and resolves issues as they appear, optimizes technology investments while running, and guides IT teams with large language models to deliver an elevated, intelligent ecosystem.
With Autonomic IT, enterprises can focus on innovation, ensure superior customer experiences, and drive revenue growth with a cost-optimized, efficient, and scalable autonomous business.
Read more about how TDC Erhverv has grown revenue 11% YoY and enhanced client value with ScienceLogic’s intelligent data-driven automation.
