Case Study
How Central Monitoring Services Redesigned its IT Around the Demands of 24/7 Alarm Monitoring
How Next Step helped CMS modernise its monitoring infrastructure, strengthen support and keep its team focused on the people and businesses relying on every response.
For Central Monitoring Services, technology needs to support an operation that never stops.
As an independent Grade A1 monitoring centre, CMS provides 24/7 monitoring services to security providers, businesses and customers across Australia and the Asia Pacific.
With monitoring technology evolving, CMS wanted to strengthen its infrastructure and ensure specialist IT support was available whenever its operators needed it.
This case study explores how CMS partnered with Next Step to refresh its monitoring environment, support a major software transition and prepare for future requirements.
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“Having specialist partners like Next Step around us gives us additional capability to keep investing, improving and adapting as technology changes.”
Scott Kiely
CEO, CMS
Explore How Next Step Supported CMS’s Monitoring Infrastructure Transformation
The Situation
CMS wanted to invest in its monitoring environment before ageing infrastructure became an operational issue. It needed a technology partner that understood how infrastructure, communications and cybersecurity supported the availability and resilience of a Grade A1 monitoring centre.
Enter Next Step
Building on their existing relationship, CMS and Next Step developed a plan together. CMS defined the operational outcomes it needed, while Next Step brought the technical expertise to deliver the infrastructure work and ongoing support, giving CMS one team to approach for both IT and communications.
Building a More Resilient Monitoring Environment
Next Step refreshed the server, network and communications infrastructure supporting CMS’s monitoring operations. The teams planned the transition around a live, 24/7 environment, improving resilience, manageability and capacity for future change.
Support That Matches a 24/7 Operation
CMS’s operators can contact Next Step at any hour, with escalation processes connecting them to the right specialist. The service desk can work directly with operators when appropriate, helping resolve issues without every request needing to pass through management.
Keeping Systems Current and Ready for Industry Requirements
Next Step monitors the environment, manages updates and patching, and provides specialist IT and cyber advice. CMS also worked with Next Step ahead of its latest grading assessment to prepare its technology for updated IT and cybersecurity requirements.
Moving to a New Monitoring Platform
When support for SIMS was coming to an end, CMS selected Patriot as its new monitoring platform. Next Step handled the infrastructure and integration work, collaborating with Patriot’s team so CMS could focus on its monitoring requirements and customers throughout the transition.
An IT Partner for What Comes Next
CMS involves Next Step early when assessing new systems, vendors and services. With advice on architecture, compatibility, resilience and implementation, CMS can understand the technical implications of a proposed change before committing to it.
The Outcomes
CMS reports smoother day-to-day operations, fewer interruptions and maintenance that can take place without taking monitoring systems offline for planned updates. Around-the-clock support and access to specialist advice also help CMS respond to changing requirements and plan future improvements.
Conclusion
CMS brings decades of monitoring expertise, while Next Step provides complementary infrastructure, communications and cybersecurity capability. Together, they continue to strengthen the technology behind an operation that needs to be ready to respond at any hour.
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