24×7 Global IT Operations for a Fortune 500 US Media Enterprise
Client Overview
The client is a Fortune 500 US-based Media & Entertainment enterprise with a strong global presence and a highly distributed workforce. The organization operates across multiple regions, supporting large-scale content production, digital platforms, and global collaboration.
With a rapidly expanding international footprint, the client required a reliable global IT services partner to manage end-user support and core IT infrastructure while ensuring uninterrupted operations across time zones.
Client Profile
- Industry: Media & Entertainment
- Headquarters: United States
- Employee Base: 40,000+
- Global Presence: Operations in 200+ countries
- Delivery Model: 24x7, follow-the-sun
- Regions Served: APAC, North America, Europe, LATAM
- Engagement Duration: 16+ years
Business Environment & Technology Landscape
Media & Entertainment organizations operate in always-on digital environments where IT reliability directly impacts business continuity. The client’s technology ecosystem supports:
- Content production and post-production workflows
- Global collaboration across creative and operational teams
- Enterprise applications and corporate systems
- Video conferencing and real-time communication platforms
Given the distributed nature of the workforce and the business-critical nature of these systems, the client required high availability, consistent service delivery, and strong IT governance across regions.
The Challenge
The organization faced multiple operational challenges common to large enterprises in the Media and Entertainment industry:
- Supporting a large, geographically dispersed user base
- Delivering 24x7 IT support across multiple time zones
- Managing high volumes of end-user incidents during critical business hours
- Ensuring consistent SLA performance across regions
- Coordinating multiple IT vendors and internal stakeholders
- Maintaining infrastructure stability for collaboration and communication tools
- Reducing operational and service-delivery risk at enterprise scale
The requirement extended beyond basic IT support to predictable service delivery, operational maturity, and long-term scalability aligned to IT support for entertainment and media companies.
Progressive’s Engagement Model
Progressive was engaged as a long-term strategic IT services partner, working closely with the client’s internal IT leadership to deliver enterprise-grade IT support for the entertainment industry.
The engagement was built on an ITIL-aligned service delivery framework, focused on:
- Standardized processes
- Centralized governance
- Clear escalation mechanisms
- Continuous service improvement
Over time, the engagement evolved to support the client’s growing global operations and increasing digital complexity within IT in media and entertainment environments.
Service Delivery Approach
Global Delivery & Governance
- 24x7 Global Service Desk
- Follow-the-sun support model
- Regional on-site resources at critical locations
- Centralized SLA tracking and reporting
- Structured incident, problem, and escalation management
This operating model ensured consistent service quality across regions, while maintaining flexibility for local business needs across the global Media and Entertainment industry footprint.
Services Provided
1. Digital Workplace Management
Progressive managed end-to-end digital workplace services to ensure employee productivity and operational continuity across global media operations.
Scope of Services
- End User Support (L1/L2)
- SLA Management and Performance Reporting
- Vendor Management
- IT Asset Management and Lifecycle Control
Business Impact
- Faster incident resolution
- Improved end-user experience
- Reduced operational overhead for internal IT teams
2. Digital Infrastructure Services
Progressive provided frontline infrastructure support to maintain stability across the client’s core IT environment, a critical requirement for IT in media and entertainment organizations.
Scope of Services
- Network Management – L1 Support
- Server Management – L1 Support
- Video Conferencing and Collaboration Tool Support
- Program Management and Service Governance
These services ensured infrastructure reliability, collaboration uptime, and business continuity for a global Media and Entertainment industry enterprise.
Scale of Operations
The engagement operates at significant enterprise scale, reflecting Progressive’s strength in delivering IT support for entertainment and media companies:
- 40,000+ users supported globally
- Operations across 200+ countries
- 33 on-site IT resources
- Multi-region delivery (APAC, North America, Europe, LATAM)
- 16+ years of sustained partnership
Business Outcomes
- Improved reliability of global IT operations
- Reduced operational and service delivery risk
- Enhanced end-user satisfaction at enterprise scale
- Greater control over vendors and service performance
- Long-term IT stability supporting business growth within the Media and Entertainment industry
Conclusion
Through a 16+ year strategic partnership, Progressive has enabled a large US-based Media & Entertainment enterprise to maintain secure, scalable, and resilient IT operations across the globe—demonstrating proven capability in IT support for the entertainment industry and delivering dependable IT support for entertainment and media companies in an always-on digital environment.