The recent global outage caused by an EDR tool update highlights the vital role of cybersecurity & incident response preparedness. While many struggled, ITsavvy swiftly mitigated the impact for our clients, delivering time-efficient solutions that kept them secure, connected, & operational. Want to see what true IT infrastructure peace of mind looks like? Discover why ITsavvy was a critical ally in safeguarding clients like Fresh Thyme Markets through the crisis.
Key Lessons from the Global IT Outage:
- Partnerships with true cybersecurity experts offer better options when disaster strikes; peace of mind “as-a-Service” solutions result in better outcomes
- Overreliance on a single security tool or vendor increases vulnerability
- A dedicated incident response team can minimize downtime & ensure continuity
Talk to ITsavvy Field Service Experts
What Happened?
On July 22, 2024, a faulty update from a popular EDR tool caused a global outage affecting 8.5 million Windows devices. The update, designed to enhance security, instead triggered the “blue screen of death” upon rebooting, requiring manual intervention to recover each affected device.
ITsavvy is a B4B (or Business-for-Business) brand with a laser focus on enabling & empowering enterprise organizations like Fresh Thyme Markets & other clients. We provide peace of mind that peripheral functions such as security, field services, & device lifecycle management are being handled by experts, freeing up client resources to focus on the core business processes that generate revenue. When IT infrastructure disasters strike, ITsavvy is an ideal partner for fast, transparent, & effective answers.
The Partner
Fresh Thyme Markets is a grocery chain focused on providing fresh, natural products at affordable prices. They have been an ITsavvy client since 2023.
Fresh Thyme’s IT infrastructure supports seamless operations across physical & digital platforms, integrating cloud-based solutions for scalable data management, real-time inventory tracking, & customer analytics. Fresh Thyme’s IT framework was designed with ITsavvy’s guidance to be flexible & scalable, allowing the company to adapt to emerging technologies and evolving customer needs.
The Challenge
With stores located nationwide & a need for on-site technical support, the ITsavvy team mobilized a large network of technicians to provide smart hands assistance at impacted sites. Fresh Thyme Markets identified 73 machines across 51 sites requiring remediation.
Fresh Thyme provided specific rapid resolution instructions & collaboration worksheets. ITsavvy distributed instructions & worksheets with inbound technicians, coordinating with real-time progress visibility. Quick turnaround was facilitated with on-site smart hands services at locations across the United States. An ITsavvy project coordinator provided hourly updates to Fresh Thyme, keeping their team informed of mitigation strategies & escalations throughout the day.
In total, 59 devices were remediated, with others scheduled for replacement or further troubleshooting.
Remediation Timeline
7:00 a.m. – Fresh Thyme Market informed ITsavvy of multiple sites impacted by the outage
9:30 a.m. – A full list of affected sites & devices was identified & resolution instructions were provided
10:00 a.m. – Site credentials were secured by ITsavvy & collaboration worksheets shared with stakeholders
11:00 a.m. – The first ITsavvy technicians arrived on-site to begin smart hands remediation
4:45 p.m. – 41 sites remediated, 4 visits cancelled, & 6 site revisits scheduled to replace equipment & additional troubleshooting
The Partner
ITsavvy’s client is a financial services firm specializing in wealth management & financial planning for high-net-worth individuals & institutions. They have been an ITsavvy client since 2022.
Our client’s IT infrastructure is designed to ensure secure, efficient management of sensitive financial data. They use a combination of on-premises and cloud-based solutions for data storage & processing, facilitating real-time portfolio management. With ITsavvy’s support, the organization employs advanced software tools for financial modeling & client reporting, enhancing their ability to deliver data-driven insights.
The Challenge
As a 100% remote company with a dispersed workforce, this financial services client faced unique challenges in resolving the outage. To address these challenges, ITsavvy provided peace of mind that affected machine would be rapidly replaced using our “Spare in the Air” depot service. For Tier 1 employees, whose roles are critical to operations, replacement devices were shipped via same-day or next-day delivery, ensuring they were back online as soon as possible. These devices were pre-imaged for plug-n-play deployment & updated with necessary patches to counteract the outage. Via remote device management tools, many impacted machines were updated without physical intervention.
Remediation Timeline
6:00 a.m. – Client informs ITsavvy field service team that multiple devices were impacted by the outage
9:00 a.m. – A full list of impacted devices was identified & resolution plans were provided
1:00 p.m. – Same-day delivery shipments of replacement devices sent from ITsavvy spare stock
4:00 p.m. – A large number of impacted devices were updated with patches via remote device management tools
5:00 p.m. – All impacted devices remediated & tested, with ITsavvy team on standby for additional troubleshooting
The Role of IT Solution Providers in Networking & Security
This widespread IT outage serves as a stark reminder that cybersecurity must be woven into the fabric of your business operations. At ITsavvy, we strive to understand not only your security posture, but the business objectives & technology strategies that dictate security decisions.
ITsavvy clients enjoy access to a suite of third-generation AIOps-enabled network solutions designed to prevent, detect, & respond to problems with predictive network intelligence. Our team of experts works closely with your organization to develop & implement comprehensive incident response plans, providing continuous support when crises arise.