A global data center provider, Equinix Inc. offers network-neutral data center and interconnection services in 15 countries in the Americas, EMEA, and Asia/Pacific. Its services include co-location, traffic exchange, direct cloud access, and outsourced IT infrastructure solutions. With a customer base of more than 4,500 companies, Equinix operates in 32 markets across five continents. Despite operating globally, Equinix was still using a combination of six solutions for its IT service management (ITSM) efforts as recently as 2009, with each region using a different set of tools and processes. This product patchwork resulted in a lack of visibility when it came to incident management and an absence of common processes for change management.
