ITsavvy has been recognized by CIOReview Magazine as the recipient of “Top 10 Dell Solution Companies - 2021,” based on our proprietary methodology, reflecting its position in the industry. This profile has been developed by the CIOReview research and editorial team based on insights from an interview with Munu Gandhi, President and COO.

ITsavvy
Enabling Enterprises To Accelerate Time To Value

Munu Gandhi, President and COO

The pandemic has changed everything – including the role that technology plays in driving top- and bottom-line growth. As the critical component of the front office, technology leadership is being asked to deliver more value, to do it securely and to deliver business outcomes faster than ever. Technology leaders are getting the investments, the focused attention from the CEO and Board and support from their business peers. However, they are impacted by the complexity of their legacy application and infrastructure landscape, the push to “move to the cloud” and an inability to hire the talent required to complete the desired transformation

That is where ITsavvy comes in.

As an end-to-end IT solutions provider, ITsavvy provides best-in-class IT solutions. The company’s solutions and services give clients the peace of mind to focus on what’s mission-critical for their business.

"We were able to provide the solution in weeks, which enabled us to accelerate time to value for our client’s business needs"

Established in 2004, ITsavvy has catapulted from a Midwest start-up to one of the national leaders in IT products and services. ITsavvy focuses on four verticals: Cloud and Hosting, Network and Security, Collaboration, and the Remote Workforce; and delivers through three underlying horizontal service areas —managed services, lifecycle management, and field services. The firm has developed solutions that enable their clients to accelerate time to value in delivering business outcomes.“ Our ability to lean in to our partner ecosystem and stitch the fabric of their capabilities has enabled us to proactively deliver value for our clients” asserts Munu Gandhi, the President and COO of ITsavvy. When it comes to working with key partners, ITsavvy has accelerated their relationship with Dell Technologies, leveraging Dell’s solutions and services to develop solution blueprints that they jointly go to market to serve clients. As a Dell Titanium Partner, ITsavvy leverages the Dell solutions portfolio to serve their clients globally and across its verticals.

Leveraging Client Insights to Create Client Value

As a Trusted Advisor to its clients, ITsavvy lays great emphasis on having meaningful client conversations. These conversations give ITsavvy insights into their client’s business and technology strategy, key initiatives and individual goals and objectives. Consequently, those insights enable ITsavvy to develop a holistic strategy that creates value for their clients. These insights also enable ITsavvy to consolidate the feedback to understand broad client trends and develop solutions and services that can be effectively delivered to multiple clients.

Our ability to lean in to our partner ecosystem and stitch the fabric of their capabilities has enabled us to proactively deliver value for our clients

Gandhi notes that clients fell into 2 buckets as it related to pandemic readiness: those that were ready for the pandemic and those that were unprepared. Those prepared for the pandemic were able to accelerate through the pandemic because they could enable their employees to be productive from day one. Such businesses could engage with their clients and use the proper channels to sell their products and deliver support. And now, those clients are doubling down on their digital transformation initiatives because of the value they found during the pandemic and to create greater competitive barriers.

On the flip side, those businesses that were unprepared could not be productive from day one and struggled with taking or delivering orders. They could not engage and communicate with their clients in a streamlined and proactive manner and subsequently fell behind. These are the businesses keen on investing in IT now because they are forced to play catch up.

Clients are making massive technology investments, with most of them having the money and a list of projects for their business. Gandhi notes that a typical client concern was the same across the board—enterprises do not have the people, the know-how, or the time. As such, clients need trusted partners who can accelerate time to value and deliver business outcomes.

Through the insights gained in their client conversations, ITsavvy has leveraged its partner ecosystem to develop solution blueprints that enables them to deploy scalable, resilient, and secure infrastructure platforms in a standardized manner. By partnering with best-in-class technology firms, ITsavvy can deploy the solution blueprints across 200+ locations across all 4 regions of the globe, enabling clients to quickly turn up infrastructure services, in a consistent, repeatable and secure fashion. This approach also allows clients to focus on business outcomes vs. the bits and bytes of various technical vendor capabilities. The Cloud in a Box solution is one of the blueprints that ITsavvy has developed in partnership with Dell Technologies. This solution enables ITsavvy to deploy a private cloud platform with backup and recovery, network connectivity and colocation services globally.

Heightened Solutions—Powered by a Strategic Partner Ecosystem

ITsavvy’s Advanced Solutions Group offers 24/7/365 help desk services through their managed NOC and is a Microsoft Gold partner and Cloud Services Provider (CSP) supporting M365 and Azure, delivering clients peace of mind.

The company further offers a range of managed security services that deliver a cybersecurity framework, including managed hunting, incident response, detection, and cyber posture assessments to help strengthen an enterprise's cybersecurity strategy. With vendorcertified experts for break/fix, rollouts, retail IT, AV, technology refreshes, and structured cabling, ITsavvy’s Field Services ensure that their clients never have to worry about completing their onsite support or services in over 130 locations globally. ITsavvy provides professional services suited for projects of any size, including deploying hardware or migrating to the cloud.

Combining the capabilities of ITsavvy and its partner ecosystem has enabled the firm to support rapidly changing client needs. A large client was accelerating its growth through the pandemic; however, legacy infrastructure was slowing down their ability to keep up with demand. Since the client owned their own data center, they were not able to have on-demand capacity for hosting and connectivity, nor did they have disaster recovery capabilities. ITsavvy leveraged its Data Center in a Box solution blueprint for the client, which provided them dual colocation capabilities, private cloud services with disaster recovery, dynamic bandwidth with public cloud connectivity and a global security platform. “We were able to provide the solution in weeks, which enabled us to accelerate time to value for our client’s business needs,” mentions Gandhi.

Moving Forward in a Post Pandemic World—Stepping Up the IT Game

Since its inception, ITsavvy has continued to grow its footprint and capabilities to serve its clients. With over $250 million in revenue, an Advanced Solutions Group that delivers professional services and managed services globally, a dedicated team of certified engineers, global distribution capabilities for millions of products and a strong partner ecosystem, ITsavvy delivers on behalf of its roster of clients on a 24/7/365 basis.

ITsavvy’s “three-legged stool” – clients, partners, and the firm – enables ITsavvy to understand client needs and strategically deliver on their behalf. With its focus on core partners in its ecosystem, the company will continue building scalable, resilient and secure solution blueprints. These SKU-based solutions offered by ITsavvy, build trust among clients as they have access to worldclass technology, that are integrated into solutions that can deliver business outcomes globally. Gandhi believes that the harmony of the three-legged stool is stronger than it has ever been. This philosophy has created a tremendous amount of excitement within the firm and partner ecosystem, setting the foundation for the value that ITsavvy will be creating in the next 12 to 18 months.

ITsavvy

GenNx360 Capital Partners Announces ITsavvy's Acquisition of INOC, Strengthening its Presence in the NOC Services Market

Wednesday, February 15, 2023

NEW YORK, - announced today that ITsavvy LLC ("ITsavvy"), a provider of end-to-end technology solutions, has acquired INOC LLC ("INOC" or the "Company"). ITsavvy is a portfolio company of GenNx360 Capital Partners ("GenNx360"), a New York-based private equity firm investing in middle-market businesses.

ITsavvy is an Addison, Illinois-based technology solutions provider that delivers frictionless IT experiences by leveraging the power of its partner ecosystem to design, develop and deliver technology infrastructure solutions that accelerate business outcomes on behalf of its clients.

INOC, headquartered in Northbrook, Illinois, provides 24x7 Outsourced Network Operations Center ("NOC") Support and NOC Operations Consulting. Founded in 2000, INOC specializes in infrastructure support via NOC solutions designed to meet the specific needs of its clients' technology environments and operational workflows. Additionally, INOC is a vendor-certified managed service provider for several critical network OEMs.

ITsavvy CEO Munu Gandhi said, "We are thrilled to welcome INOC and its ~200 colleagues to our firm. The cultural and strategic fit across our firms will create significant value for our colleagues, clients, and partners. INOC has built a strong reputation in the marketplace. Its AIOps-enabled Ops 3.0 platform is a solution designed to drive lower MTTR, higher availability, and greater client satisfaction. Prasad Ravi, Prasad Rao, and their team are thought leaders in designing, building, and operating NOCs. With the addition of INOC, ITsavvy will enhance our Intelligent Edge and Multi-Cloud solution capabilities, enabling us to accelerate time to value in delivering business outcomes for our clients."

INOC CEO Prasad Ravi said, "INOC's commitment is to provide leading-edge NOC services. With investments in our next-generation AIOps NOC platform, we have reached an exciting stage in our evolution. With ITsavvy's expansive solutions portfolio and expertise in the broader infrastructure market, we can provide quicker technology innovations and better service scalability to clients globally."

"This strategic combination is an excellent opportunity for both companies," said INOC President and COO, Prasad Rao. "Through our conversations with ITsavvy, it became clear that a partnership was highly synergistic and would allow both platforms to benefit greatly."

Ron Blaylock, GenNx360 Founder, Managing Partner, and Chairman of the ITsavvy Board of Directors, noted, "The INOC acquisition hits at the core of ITsavvy's inorganic growth strategy, adding a technical service capability that is highly accretive to the overall platform."

INOC Launches Advanced Ops 3.0 Platform at Metro Connect 2024, Showcasing Transformative AIOps and ITSM Capabilities for Network Operations

Wednesday, February 28, 2024

INOC, an ITsavvy company and global leader in 24×7 Network Operations Center (NOC) services, proudly announced today the introduction of its Ops 3.0 platform at Metro Connect 2024. This platform marks a significant milestone in the evolution of NOC operations and service, delivering an unparalleled combination of automation, efficiency, and visibility into network operations.

NORTHBROOK, Ill., Feb. 26, 2024 /PRNewswire-PRWeb/ -- INOC, an ITsavvy company and global leader in 24×7 Network Operations Center (NOC) services, proudly announced today the introduction of its Ops 3.0 platform at Metro Connect 2024. This platform marks a significant milestone in the evolution of NOC operations and service, delivering an unparalleled combination of automation, efficiency, and visibility into network operations.

Core Innovation: The AIOps Engine

Central to the Ops 3.0 platform is its cutting-edge AIOps engine, which employs machine learning and automation to dramatically enhance incident management within the NOC. Among other capabilities, this technology strategically prioritizes incidents by immediately evaluating the business impact and the severity of alarms, ensuring that critical issues receive immediate attention.

Integrated with INOC's Configuration Management Database (CMDB), this AIOps engine correlates alarms and generates incident tickets while also identifying and automatically resolving transient incidents that do not require significant intervention. This advancement significantly streamlines operations by reducing the volume of tickets engineers must manually address. Tickets that do require attention are automatically associated with and enriched by relevant data from the CMDB, equipping engineers with comprehensive information to expedite resolution.

Through a diligent onboarding process that gathers critical data points to populate the CMDB and enable these efficiencies, INOC ensures that each client's IT environment is accurately mapped within the platform, leading to dramatically more effective and informed NOC service delivery soon after going live.

In addition to better reacting to issues when they occur, the Ops 3.0 platform also anticipates them through advanced trend and pattern analysis. The platform uses historical and real-time data to identify potential issues, allowing engineers to address the early signs of problems before they materialize as incidents. This includes predicting traffic congestion, detecting unusual activity that may indicate a security threat, and identifying infrastructure components at risk of failure.

"With Ops 3.0, we're leveraging our unique position in the NOC services industry to bring machine learning and automation directly into the NOC operations environment," said INOC President, Prasad Ravi. "We can finally harness and act on the vast amount of data generated in today's infrastructure environments, marrying this insight with automation to augment and even take over tasks traditionally managed by engineers. We're already measuring the outcome in significantly faster and more proactive response rates—and thus, happier customers and end-users. We're not talking about marginal improvements; we're fundamentally changing how networks are monitored and managed, significantly reducing human effort in the process."

Integration and Visibility Enhancements

The platform integrates with many widely used Network Monitoring Systems (NMSs) and IT Service Management (ITSM) tools. This integration enables clients to immediately inherit INOC's advanced automation capabilities, facilitating a smoother transition of monitoring responsibilities and enhancing workflow automation without requiring clients to develop these capabilities independently.

The Structured NOC

Supporting the Ops 3.0 platform is INOC's operational framework, the Structured NOC, which simplifies communication and strategically channels support activities to their appropriate tiers, thereby minimizing high-tier support activities by 60% to 90%. The framework integrates secure connectivity, advanced alarm analysis with autocorrelation for incident prioritization, critical incident response, advanced incident management for swift diagnosis and troubleshooting, and efficient support request handling through a service desk. It also includes client and customer communication for updates and escalations, supported by a client experience management team that oversees onboarding, change management, project management, and quality assurance.

Extending AI-enabled Capabilities: Conversational and Ticket-Assist AI

Furthering INOC and ITsavvy's commitment to applying AI to enhance IT operations is a successful ongoing partnership with a major AI service provider to bring machine learning, particularly generative AI, into the help desk. This partnership has led to the deployment of an advanced chatbot capable of deflection and resolution assistance to reduce manual attention in addressing known issues. The chatbot, by leveraging a comprehensive knowledge base, offers end users immediate, actionable guidance for resolving break-fix issues and other support inquiries, significantly reducing help desk call volumes.

At the heart of this initiative is a dual-focus strategy: providing guidance for self-resolution and assisting human ticket agents with data-driven recommendations to expedite issue resolution. This approach not only enhances the end-user experience by offering quicker resolutions but also optimizes IT support workflows, leading to a notable 30% ticket deflection rate. Each interaction enhances the system's understanding, allowing for more accurate and efficient resolutions over time. Such efficiency gains underscore the practical deployment of AI to streamline IT operations, reflecting a shift towards more proactive and predictive service models.

"Applying machine learning and automation extends beyond immediate problem-solving," said ITsavvy's CTO, Milind Shah. "It represents our larger vision of becoming an AI-enabled technology solutions provider. We're not just improving operational efficiencies; we're redefining the standards of IT service management and network operations to deliver superior IT services and set new benchmarks for the industry by embedding AI into our core practices."

Demonstrating Real-World Impact

The Ops 3.0 platform has already achieved significant outcomes for INOC's clients, including:

• A 30% auto-resolution rate for a leading network OEM, reducing major escalations and streamlining the onboarding of over 800 customers.

• A reduction in NOC support onboarding time from 6 weeks to 1 week for AT&T Business, significantly decreasing site escalations.

• Enhancements in Adtran's NOC service offering, leading to a 26% reduction in time-to-ticket and a 50% reduction in time-to-resolution.

• For Aqua Comms, updated runbooks and a professional services catalog adjustment resulted in a 20% reduction in ticket volume and a 5-minute SLO from alarm detection to ticket creation.

• SHI experienced a 10x decrease in average MTTR, underscoring the platform's ability to alleviate support burdens and improve resolution times.

"Transitioning from our 2.0 to the 3.0 platform marks a pivotal moment for INOC and the broader digital infrastructure sector," INOC's Prasad Ravi said. "Previously, alerting clients about network issues required manual effort. Now, with our 3.0 platform, this, like other processes, is appropriately automated, significantly reducing human effort and improving the performance metrics that matter most. This leap forward is more than technological; it's a testament to our commitment to excellence and innovation in network operations that have spanned over 20 years. We're not just addressing today's challenges; we're also setting new standards for tomorrow, ensuring our clients lead in an era of rapid and accelerating technological advancement."

Company
ITsavvy

Management
Munu Gandhi, President and COO

Description
As an end-to-end IT solutions provider, ITsavvy provides best-in-class IT solutions. The company’s solutions and services give clients the peace of mind to focus on what’s mission-critical for their business. Established in 2004, ITsavvy has catapulted from a Midwest start-up to one of the national leaders in IT products and services. ITsavvy focuses on four verticals: Cloud and Hosting, Network and Security, Collaboration, and the Remote Workforce; and delivers through three underlying horizontal service areas —managed services, lifecycle management, and field services.

ITsavvy Enabling Enterprises To Accelerate Time To Value