Technology never sleeps, and neither does our support. We provide managed IT services, proactive infrastructure monitoring and dedicated account management that keep organisations running smoothly across time zones, geographies and business cycles.
Our managed services engagements are long-term partnerships built on trust, transparency and continuous improvement. Each case study below demonstrates how proactive support and dedicated account management deliver measurable business outcomes, not just uptime statistics.
A UK telecommunications provider serving over 500,000 residential and business customers required a unified Network Operations Centre (NOC) and Security Operations Centre (SOC) to monitor its core network, access infrastructure and customer-facing platforms. The provider's existing monitoring was fragmented across multiple tools and teams, resulting in slow incident detection, inconsistent response times and frequent SLA breaches with upstream carriers and enterprise customers.
Hibba designed and deployed an integrated NOC/SOC operation that provides continuous, round-the-clock monitoring of the provider's entire technology estate. The NOC component monitors network availability, performance and capacity across core routing, switching, optical transport and access networks using a combination of Azure Monitor, PRTG Network Monitor and custom Grafana dashboards. Over 15,000 monitoring checks run every five minutes, covering everything from individual port utilisation to end-to-end service performance metrics.
The SOC component leverages Microsoft Sentinel for security event monitoring, with data ingested from firewalls, intrusion detection systems, DNS servers, email gateways and endpoint telemetry. Custom detection rules are tuned to the telecommunications threat landscape, including rules for detecting SIM swap fraud indicators, DDoS attacks against customer infrastructure and unauthorised changes to network configurations.
Incident management follows ITIL-aligned processes with clearly defined severity levels, escalation paths and communication templates. Priority 1 incidents trigger automated war-room creation in Microsoft Teams, with relevant engineers and managers pulled in within minutes. All incidents are tracked in ServiceNow, with root cause analysis required for every major incident and trend analysis performed monthly to identify systemic issues.
The engagement operates under a strict 15-minute response SLA for critical incidents, with a 99.95% network uptime target measured monthly. In the first year of operation, the provider achieved 99.97% uptime, exceeding the contractual target. Mean time to detect (MTTD) improved from 45 minutes to under 3 minutes, and mean time to resolve (MTTR) for critical incidents decreased from 4 hours to 45 minutes. Proactive capacity planning has prevented three potential service-impacting events by identifying resource constraints before they affected customers.
A London-headquartered property investment firm with offices across six countries needed a centralised IT support function that could serve over 200 users spanning multiple time zones. Their existing support arrangements relied on a patchwork of local IT contractors in each office, resulting in inconsistent service quality, duplicated costs and no unified visibility into the health of the technology estate.
Hibba implemented a comprehensive global IT support desk that provides first, second and third-line support across all locations. The service desk operates from 7am to 10pm GMT on weekdays, with on-call engineers available around the clock for critical issues. We deployed a single pane of glass monitoring solution using Azure Monitor and Microsoft Intune that provides real-time visibility into every device, server, network component and cloud service across all six countries.
Endpoint management was standardised using Microsoft Intune and Autopilot, enabling zero-touch provisioning of new devices regardless of the user's location. When a new employee joins the firm in Dubai, Singapore or New York, their laptop is shipped directly from the manufacturer, and Intune automatically configures the device with all required applications, security policies and network settings when the user first powers it on. This replaced a manual provisioning process that previously took up to five days per device.
We implemented a tiered support model with automated routing based on issue categorisation. Simple requests such as password resets and application access are handled by a self-service portal and AI-powered chatbot, resolving 30% of all tickets without human intervention. More complex issues are routed to specialist engineers with expertise in the specific technology area, ensuring faster resolution and higher first-contact resolution rates.
Service level reporting is delivered through a custom Power BI dashboard that provides the firm's CTO with real-time visibility into ticket volumes, resolution times, user satisfaction scores and trending issues. Monthly service review meetings identify improvement opportunities, and a quarterly business review aligns the IT support strategy with the firm's growth plans and technology roadmap.
A national logistics and supply chain company operating 12 distribution centres across the UK was experiencing frequent, unpredictable infrastructure outages that disrupted warehouse management systems, fleet tracking and order processing. The root cause was a reactive approach to IT operations, where issues were only identified when users reported problems or systems failed entirely. Hibba was engaged to transform their IT operations from reactive to proactive through comprehensive infrastructure monitoring.
We deployed a monitoring platform built on Azure Monitor for cloud workloads and Grafana with Prometheus for on-premises infrastructure. The platform collects telemetry from over 2,000 monitored objects including physical servers, virtual machines, storage arrays, network switches, wireless access points, warehouse management system (WMS) components and IoT devices including barcode scanners and conveyor belt sensors.
Custom dashboards were built for each distribution centre, providing local operations managers with real-time visibility into the health of their technology infrastructure. A central operations dashboard provides the IT leadership team with a consolidated view across all 12 sites, with colour-coded status indicators, trend graphs and automated alerting. Alerts are configured with intelligent thresholds that use baseline analysis to detect anomalies, reducing false positives by 75% compared to static thresholds.
Predictive alerting was a key innovation in this engagement. By analysing historical patterns in disk utilisation, memory consumption, CPU load and network throughput, the platform identifies resources that are trending towards capacity limits and raises alerts days or weeks before a failure would occur. This approach has prevented dozens of potential outages, including a storage array that would have run out of capacity during the peak Christmas logistics season.
Within the first year, the number of unplanned IT incidents across all sites decreased by 60%. Mean time to detect issues dropped from an average of 90 minutes (when users reported problems) to under 2 minutes (when monitoring detected them proactively). Warehouse productivity improved measurably as systems became more reliable, with picking accuracy and dispatch times both showing significant improvements in the months following the monitoring deployment.
A group of 15 private healthcare clinics across London and the South East had outgrown its break-fix IT support arrangement. Clinicians were losing valuable consultation time to IT issues, patient-facing systems experienced unacceptable downtime and the organisation had no confidence in its patch compliance or endpoint security posture. They engaged Hibba to provide a fully managed IT support service that would deliver the reliability and security required in a clinical environment.
We implemented a managed service covering endpoint management, server administration, network monitoring, patch management and security operations across all 15 sites. Microsoft Intune was deployed for endpoint management, providing centralised control over device configuration, application deployment and security policies for over 300 Windows devices and 50 shared clinical workstations. Autopatch was configured for automated Windows updates, with a staged rollout approach that tested patches on pilot devices before deploying to clinical systems.
Patch compliance was a particular priority given the sensitive nature of healthcare data. We established a patch management policy aligned with NHS Digital's Data Security and Protection Toolkit (DSPT) requirements, with critical security patches applied within 14 days and all other patches within 30 days. Automated compliance reporting provides the organisation's Caldicott Guardian and SIRO with weekly visibility into the patch status of every device across all sites.
After-hours emergency response was implemented for critical clinical system failures. If a patient management system, imaging system or laboratory integration goes down outside of normal hours, our on-call engineers respond within 30 minutes, with remote access to all critical systems pre-configured for rapid troubleshooting. In the first year, there were only four after-hours callouts, all resolved within two hours, a testament to the proactive maintenance approach that prevents most issues from occurring.
The impact on clinical operations has been significant. IT-related consultation delays decreased by 85%, freeing clinicians to focus on patient care. The organisation achieved full compliance with the DSPT for the first time, and its Cyber Essentials certification was renewed without findings. User satisfaction surveys consistently score above 90%, with clinicians highlighting the improved reliability of patient-facing systems as the most valued improvement.
A global energy trading organisation with operations spanning London, Geneva, Houston and Singapore had engaged multiple IT service providers over the years, but none had provided the strategic alignment and continuous improvement that the organisation's CTO demanded. IT was seen as a cost centre rather than a business enabler, and there was no mechanism for translating business strategy into technology investments. Hibba was appointed as the organisation's strategic IT partner with a dedicated account management model.
We assigned a dedicated Technical Account Manager (TAM) who serves as the single point of contact between Hibba and the client's leadership team. The TAM spends two days per week embedded within the client's organisation, attending leadership meetings, understanding business priorities and proactively identifying opportunities where technology can drive competitive advantage. This embedded model ensures that IT initiatives are always aligned with business objectives, not driven by technology trends in isolation.
Quarterly Business Reviews (QBRs) form the cornerstone of the account management relationship. Each QBR follows a structured agenda covering service performance analysis, incident trend review, security posture assessment, capacity forecasting and technology roadmap alignment. The TAM presents a forward-looking technology roadmap that maps planned IT investments to specific business outcomes, enabling the CTO to articulate IT value to the board in business terms rather than technical jargon.
Capacity forecasting has been particularly valuable for this client. The energy trading business experiences significant seasonal variations in computing demand, with trading volumes spiking during periods of market volatility. By analysing historical usage patterns and correlating them with market conditions, we proactively scale infrastructure ahead of anticipated demand increases, preventing performance degradation during the trading periods when system reliability matters most.
A continuous improvement programme ensures the relationship delivers increasing value over time. Every incident, change request and service request is analysed for improvement opportunities. Over the first 18 months, the programme has delivered 35 improvement initiatives, including automated trading system failover testing, self-healing infrastructure scripts and enhanced disaster recovery capabilities. The client's CTO has described the relationship as "the first time IT has felt like a genuine business partner rather than a vendor."
Our managed services go far beyond keeping the lights on. We deliver proactive, intelligence-driven IT operations that reduce risk, improve user experience and free your internal teams to focus on strategic initiatives.
Detect and resolve issues before users are affected. Our monitoring platforms collect telemetry from every layer of your technology stack, using intelligent baselines and predictive analytics to identify problems in advance. Custom dashboards provide real-time visibility into system health, performance trends and capacity utilisation across all environments.
When incidents occur, speed and structure determine the outcome. Our ITIL-aligned incident management process ensures every issue is triaged, assigned, communicated and resolved within defined SLAs. Automated escalation paths, war-room protocols and post-incident reviews ensure that the organisation learns from every event and continuously improves its resilience.
Transparent, measurable service levels that hold us accountable. We define clear SLAs for response times, resolution times, availability targets and user satisfaction scores, and we report against them in real time. Our service management dashboards give your leadership team full visibility into how we are performing, with no hidden metrics or selective reporting.
A named Technical Account Manager who understands your business, your technology and your priorities. Our TAMs are embedded within your organisation, proactively identifying opportunities, managing escalations and ensuring that every IT initiative aligns with your strategic objectives. Regular business reviews translate IT performance into business language that resonates with the board.
Ensure your infrastructure grows with your business, not after it. We analyse usage trends, forecast future demand and recommend scaling actions before capacity constraints impact performance. Our capacity planning services cover compute, storage, network and licensing, helping you optimise spend while maintaining headroom for growth and seasonal peaks.
A responsive, knowledgeable service desk that resolves issues quickly and treats your users with respect. Our service desk combines AI-powered self-service capabilities with skilled engineers who understand enterprise technology. We deliver first-line through third-line support, with seamless escalation to specialist teams and vendor management for issues that require external resolution.
Our managed services clients trust us to keep their critical systems running around the clock. From energy trading floors to healthcare clinics, we provide the reliable, proactive support that modern organisations depend on.
Our managed services teams provide proactive monitoring, rapid incident response and dedicated account management that keep your organisation running at peak performance. Let us show you what truly responsive IT support looks like.
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