Case Study: BSkyB (Sky) reduces incident response time to 2.5 minutes with xMatters

BSkyB Creates a Centralized IT Service Solution

BSkyB, a UK broadcaster supporting nearly 26,000 employees and around 10 million customers, needed to deliver faster, more reliable IT services as business units adopted SaaS and self-service tools. The Technology Operations team faced long incident cycles—with alerts taking roughly 45 minutes to reach the right person—and increasing pressure to prevent service impact across more than 1,000 systems and 100+ support groups.

To speed response and centralize operations they deployed ServiceNow and integrated xMatters for automated, two-way notifications, synchronized user/group data, preferred contact methods and audit trails. As a result, incident tickets are now assigned in under three minutes and the right person is contacted within about 2.5 minutes, freeing engineers for higher-value work, reducing incident response time and costs, and improving service reliability for millions of households.

Sky

Anoop Malkani

Enterprise Service Management