Case Study: Sky reduces incident response time with xMatters

Sky cuts incident response from 45 minutes to 2.5 with xMatters

Sky, a major UK-based in-home entertainment provider formerly known as BSkyB, faced challenges in providing fast and reliable IT services to its internal customers. Their technology teams were under pressure to reduce incident response times and improve efficiency. The initial process of contacting the right support person after a system alert could take around 45 minutes.

By implementing the xMatters platform integrated with ServiceNow, Sky automated its incident response process. The xMatters solution provided two-way communication, automated escalations, and synchronized on-call schedules. This resulted in a dramatic reduction of the initial contact time from 45 minutes to just 2.5 minutes, significantly lowering operating costs and freeing up key resources to focus on resolution.

Sky (formerly BSkyB)