• More than 50 Ampito staff across engineering, operations, service delivery, sales, account management and the service desk will use Highlight
  • Ampito says Highlight will replace several monitoring products with one observability layer across its teams, partners and customers

The fact

UK-based managed-services provider Ampito is bringing Highlight’s monitoring platform into both its own operations and the connectivity services it provides to customers. Highlight develops network and service-observability software that brings data from different systems into a single view.

The agreement covers more than 5,000 customer connections, with Highlight set to be included in every connectivity service Ampito sells and deploys. More than 50 staff across engineering, service delivery, operations, sales, account management and the service desk will use the platform.

Ampito says the rollout will replace several separate monitoring tools with one shared view that can also be used by partners and customers. The company provides connectivity and IT infrastructure services in more than 85 countries.

The assessment

The main change is not to Ampito's underlying networks, but to how its teams see and handle service problems. Engineering, operations and support staff can start from the same view of which customer, site or connection is affected instead of working from separate monitoring tools.

They may still need carrier or vendor-specific systems to find the cause of a fault. A problem could sit with a carrier, an equipment supplier or the customer's own environment, so using one monitoring platform does not remove the need to establish who is responsible.

The companies have not published before-and-after data showing that Highlight has reduced incident or resolution times. For BTW readers, the test is whether the shared view makes incidents easier to identify, assign and escalate across Ampito's multi-provider customer estate.

What to watch

Watch how broadly Highlight is rolled out across Ampito's existing customer base, whether customers receive direct access to the platform and whether Ampito reports changes in incident identification, escalation or resolution times. Named customer deployments and before-and-after service data would show whether the rollout changes day-to-day operations.