Client background & business context

Client: 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 needed 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

Ticketing systems / Incident Management tools

  • ServiceNow

Monitoring tools:

  • Thruk
  • Nagios
  • Check MK
  • SAP Central Process Scheduling by Redwood (Redwood Cronacle)

Enterprise resource planning software:

  • SAP ERP

Network security management tools:

  • Panorama™ by PaloAlto Networks
  • Cylance

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 ensures:

  • 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

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München

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Phone: +49 89 2154 851 15

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