Case Study: Informa Information Management Experts achieves 24/7 IT asset support and higher incident resolution with Itransition

24/7 IT Assets Support

Informa Information Management Experts, an established knowledge and information business managing about 250 websites and more than 25,000 subscribers, needed professional maintenance and support to improve end-user experience across its digital assets. The company turned to Itransition for 24/7 L1 and L2 support to handle monitoring alerts, user requests, and incident coordination for its web platforms.

Itransition implemented a dedicated support team and process covering incident logging, troubleshooting, escalation to third-party providers, stakeholder communication, and detailed reporting through the customer’s ticketing system. As a result, the share of resolved incidents increased by 25%, incorrectly assigned incidents dropped from 67% to 3%, and customer satisfaction at issue resolution rose from 67% to 94%.

Informa Information Management Experts