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Together with IBM and the client, we worked on an infrastr ...
Client background & business context
- Client profile: Big Three lightning manufacturing company in Germany
- Project: End-to-end 24/7 Monitoring services.
Challenges
Given the company’s size and global distribution, our client was in need of an experienced IT partner to help manage the ever-increasing demand on business systems and operations all around the globe.
The client needed a dedicated, knowledgeable team to ensure high availability of core applications, monitor all critical network and infrastructure devices, as well as act as a single point of contact between the client and multiple external providers – 24 hours a day, 365 days a year.
Our approach
With the client’s main objectives in mind, and considering their specific business needs and challenges, Accesa set up a dedicated team of technical support engineers with 24/7 availability to:
- Perform frequent checks of network and infrastructure devices, in order to identify potential issues and proactively inform the responsible contacts in a timely manner
- Constantly monitor routers, switches and VPN connections and notify local support and/or the company’s central network team when necessary
- Engage with 3rd party equipment providers and internet service providers and maintain the communication bridge until the given problem is solved
- Identify and document reasons for outage, in order to keep it from re-occurring in the future
- Continuously perform passive and active monitoring of the entire infrastructure – physical and virtual machines in various datacenters
- Assure the availability and usability of different services on each machine, keeping a close eye on performance parameters (CPU, memory, storage space etc.), ongoing processes, and applications hosted
- Monitor various ticketing platforms, assessing the impact, urgency and priority for incidents and service requests, subsequently engaging the responsible teams to solve the emerging issues in a timely manner, while keeping the client informed until they confirm the resolution
- Act as a single point of contact between the client and 3rd party providers and perform incident management within various scenarios
- Perform system enhancements to permit scalability and safely run specific jobs in various SAP systems the client is using
- Run updates and apply patches on different terminal servers and machines in specific timeframes that in no way affect the user experience or the company’s daily activities
- Provide daily reports containing an overview of occurred situations and their resolution
Technologies
Cloud computing platforms:
- Microsoft Azure
- VMware vSphere
- IBM Cloud
Monitoring tools:
- Thruk
- Nagios
- Check MK
- SAP Central Process Scheduling by Redwood (Redwood Cronacle)
Network security management tools:
- Panorama™ by PaloAlto Networks
- Cylance
Ticketing systems/Incident Management tools
- ServiceNow
Enterprise resource planning software:
- SAP ERP
Results
By partnering with Accesa, the client benefits from a robust 24/7 monitoring service, enabling everyday business operations to run smoothly and to generate the desired results. More precisely, Accesa ensured:
- Substantially lower business impact of emerging issues due to proactive monitoring and alerting
- Significantly diminished the potential of security threats
- End-to-end availability of the client’s production system
- Continuous network availability
- The client’s best interest is always protected within 3rd party transactions
Related case studies
München
Mies-van-der-Rohe-Strasse 6, c/o Design Offices
80807 München, Germany
E-mail: hello (at) accesa.eu
Cluj-Napoca
Constanta 12, Platinia
400158 Cluj-Napoca, Romania
E-mail: hello (at) accesa.eu
Oradea
Cetatii Square 1, Oradea Plaza
410520 Oradea, Romania
E-mail: hello (at) accesa.eu