SIMPLIFY, AMPLIFY AND CONTROL YOUR TECHNOLOGY JOURNEY
Are you making the most out of your technology?
You’ve invested in it. You’ve integrated it. You’re using it.
But are you getting the very best out of it?
At ST Engineering iDirect, we’ve launched Intuition Unbound, a managed service solution designed to provide operators and service providers with added value by offloading portions of their service operations.
Intuition Unbound is more than just a reliable service partner—it is built on ITIL industry standards and best practices, ensuring high-quality service delivery. As trusted advisors, we offer a range of subscription-based services, from short-term consultative early life support to comprehensive, fully managed premium services tailored to meet evolving operational needs.
INTUITION Unbound in ACTION!
MEDIA & BROADCAST
ABOUT THE CUSTOMER
· Fully managed service supporting Live Television broadcast & centralized control.
· 2 hubs primary & secondary, geographically diverse
· 50+ remotes in Europe
PAIN POINTS
TECHNOLOGY DEBT
Eurovision has a global footprint with customers across 56 countries, including Asia, Africa, Australasia, and the Americas, reaching a vast global audience. Their critical infrastructure, originally implemented as a turnkey project over nine years ago, was built to meet the specific requirements and technologies available at that time.
Like many organizations, they faced the challenge of managing technology debt – arising from outdated systems. They were tasked with providing 24/7 support for live TV broadcasts with minimal resources.
“Partnering with iDirect’s Unbound Operations team has elevated our service levels. Their expert team quickly understood our complex infrastructure, optimized our processes, and eliminated critical single points of failure.
Thanks to their proactive audits and round-the-clock support, we now deliver uninterrupted live broadcasts to audiences across Europe.”
Alex Sanchez Diaz
COO at Eurovision Services
Unbound APPROACH
By employing a technology-agnostic approach to service management, we were able to swiftly leverage economies of scale through our service organization, enabling our teams to quickly familiarize themselves with the Eurovision’s technology and infrastructure. This allowed us to deliver the required 24/7 support, as well as perform on-site gateway audits and maintenance.
Recognizing the need for a more streamlined approach, we decided to adapt the services proposition. This revision addressed changes within the customer’s organization, introducing greater efficiency and economies of scale while eliminating the multiple single points of failure that had previously existed in the service contract.
‘The best service is the one that no one notices’
Our teams are deeply integrated into our customers’ operations, fostering genuine partnerships built on trust and transparency. This seamless collaboration allows our customers to concentrate on their core business, confident that their service needs are expertly managed.
OUTCOME
By introducing a standardized approach to service management and best practices, Unbound Operations has successfully met the customer’s needs. In addition to providing hub services, the Unbound Operations team conducts regular audits at the Eurovision’s various teleports, performing physical inspections and health checks of the hardware. Furthermore, Unbound Operations offers remote support across 56 countries, ensuring the reliability of the baseband infrastructure throughout Eurasia.
Built on Trust
• Over 30 years of expertise in service management and operational support.
• Transparency ensured through comprehensive, fact-based data reporting across all levels.
• Dedicated customer experience team overseeing the entire service lifecycle.
• OSS team managing enterprise-level service ecosystems and data, enabling the transformation to predictive service management while providing a comprehensive 360-degree view of the entire service lifecycle.
CONTACT US
unbound@idirect.net
www.idirect.net/products/technology-operations
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