Integrated Doorsets

Business Challenge

IDSL Group manufacture bespoke fire doors for the NHS, MOD and high-end London residential. 423 staff across 3 Mansfield sites. The in-house IT team is small, specialised, and was being asked to cover ground its skillset wasn’t built to hold.

THE SKILL GAP WAS WIDENING
Most lean in-house IT teams hit the same ceiling around 400 staff. The team is deep on the bespoke ERP that runs the business, but server virtualisation, IT-OT segmentation and cyber posture all live on a different bench. “My team’s skill set is mainly based around our systems and our core platforms that we use. We don’t have the skill set and capacity to look at the full cybersecurity, the networking infrastructure sort of side of things.” The work IDSL’s team was best at was being squeezed by the work they weren’t built for.

CYBER IS A POSTURE, NOT A PROJECT
Cyber isn’t a one-off implementation, it’s a posture. A lean in-house team can hold the line on the day job, but it can’t squeeze a continuous posture in around 200 tickets a week. “In terms of the cyber area…we had some key concerns…mainly because we’re skill set that we didn’t have and the continuous involvement of cyber meant that we didn’t really have the time and the capacity to focus on that.”

The Solution

Urban took the specialist work IDSL’s in-house team would have had to either neglect or hire for. Tier 3 and tier 4 network, server upgrades, virtualisation, cyber posture. The in-house team kept the bespoke Pegasus stack and the end-user support. “It made perfect sense for us to utilise the skillset within Urban Network.” The line drawn around team strength, not around budget.

BOARD-GRADE REPORTING
Ticket volume, SLA adherence, monthly views. The visibility a Group IT Director needs to walk into a board meeting prepared. “I got a full view of how many tickets are raised. Looking at the SLA is something that we never really had the capability of looking at…From a board level pack, it just ticks all the boxes for us.”

Business Results

20% of the working week back across the in-house IT team. Two to three hours a day no longer eaten by tasks Urban now monitor and run.

Board reporting in a click of a button, not a hunt through tickets. SLA visibility, ticket volume, and monthly views packaged into one dashboard that accessible in real time.