Case Study: nbn Corporation achieves an 85% reduction in incident assignment time and faster IT service restoration with xMatters

Saving Valuable Time During a Major Incident

NBN, Australia’s National Broadband Network enterprise, struggled with slow, manual major-incident processes. Using spreadsheets and manual call trees, incident ownership often took 25+ minutes to assign and conference bridges could take 30–40 minutes to assemble; there was no reliable tracking, auditing, or way to enforce SLAs with outsourced providers, which frustrated the business and delayed restorations.

Integrating xMatters with BMC Remedy automated targeted, bi-directional notifications and escalations to on-call staff across phone, SMS, email and app, allowing responders to accept ownership and be pushed into conference bridges instantly. The solution cut assignment time to 2–3 minutes (≈85% reduction), reduced bridge assembly to under two minutes (≈90% reduction), cut status calls by about 75%, improved auditability and SLA verification, and shortened mean time to restore.

nbn Corporation

Scott Bowler

IT Operations Manager