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Case study

Portfolio-wide uptime recovery

A global operator was losing millions in SLA penalties to incidents that kept recurring, in a portfolio where every site had its own way of working and none of it reached the executive floor.

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  • 58%fewer critical incidents in nine months
  • 9months to the measured result
What we walked into

Weekly incidents, and no two sites to compare them against.

The incidents were the symptom. The reason they kept happening was that nothing connected one site's failure to another site's practice.

Critical incidents every week

Across the portfolio, at a rate that made each one feel like an isolated event rather than a pattern. Nothing was aggregating them into a pattern anyone could act on.

Millions in SLA penalties

Every incident carried a contractual cost, and the cost was being paid repeatedly for failures that had already happened somewhere else in the same portfolio.

Every site operated differently

No standardization meant no comparison, so a fix that worked at one site never became the way the portfolio worked.

What we did

What we put in, and the order we put it in.

Incident command first, because the bleeding had to stop before anything structural would hold. Then the analysis layer that turns an incident into a change, and only then the dashboards.

  1. 01

    One incident command, one escalation path

    A single unified incident command replaced per-site improvisation, with a standardized escalation that names who is called, in what order, at every severity. The same path at every site, so nobody is deciding it during an event.

    Incident commandOne escalation path, portfolio-wide
  2. 02

    Root cause analysis that crosses sites

    A cross-site root-cause system captures the lesson from every incident and feeds corrective actions back into maintenance strategy. A failure in one building changes the intervals in all of them, which is the only way a portfolio learns faster than it fails.

    Root causeCorrective actions, fed back into strategy
  3. 03

    One maintenance workflow everywhere

    Standardized maintenance workflows across the portfolio, so the same asset class is maintained the same way regardless of which market it sits in and which vendor was available when it was commissioned.

    Work managementOne workflow, every site
  4. 04

    Real-time visibility for the people accountable

    Command-center dashboards putting operational state in front of leadership continuously rather than in an incident review. Drift becomes visible in weeks instead of being discovered in the next failure.

    GovernanceLive portfolio state, for leadership
What moved

What moved, and how fast.

Nine months from the start of the engagement to the measured reduction. The sites did not change and the equipment did not change. What changed is that the portfolio started acting like one operation with one standard instead of like a collection of buildings that happened to share an owner.

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58%reduction

Fewer critical incidents, measured against the client's own classification and severity definitions, over the nine months following rollout.

9

months to the measured result

In their words

Steadfast transformed our operations from reactive to resilient. We now have the visibility and processes to prevent incidents before they impact our clients.

Operations Director, global data center operator

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What this was

The disciplines this engagement ran on.

This engagement was work management first, and it pulled three other disciplines with it.

Next step

Tell us what your portfolio has to hold.

Bring us the scope and we will say plainly whether we are the right operator for it, and what the first ninety days would look like.

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