Case Study: National Broadband Network reduces incident response times with xMatters

NBN reduces incident bridge setup time from 30 minutes to under 2 with xMatters

National Broadband Network (NBN), the Australian government enterprise rolling out nationwide broadband, faced slow and manual major incident management. Their process for alerting and assembling the right IT staff and external providers was tedious, taking over 30 minutes to start a conference call and 25 minutes to assign an incident owner. Without automated tracking, they struggled with accountability and SLA enforcement. They turned to the vendor xMatters for a solution.

By implementing xMatters and integrating it with their BMC Remedy service desk, NBN automated targeted, closed-loop communications. xMatters rapidly notifies and escalates to on-call staff via their preferred device, instantly connecting them to a conference bridge. This slashed incident assignment time from 25 minutes to under 3 minutes and cut conference bridge assembly from over 30 minutes to under 2 minutes. Status update requests to the service desk dropped by over 75%, and xMatters provided the audit trail needed to enforce provider SLAs, improving overall service restoration times.

National Broadband Network (nbn)