IT Infrastructure Support for a Private Diversified Business
Summary
A European private diversified business — spanning real estate, retail, logistics, and more — needed long-term professional maintenance of its IT infrastructure to keep its growing range of online services reliable and sustainable. INNERLUXES provides remote IT infrastructure support with a team of certified ICT professionals, delivering ITIL-aligned 2nd- and 3rd-line support across 28 infrastructure elements under an SLA and eliminating common problems like outages, resource breakdowns, and security breaches.
About the Client
The Client is a European private diversified business. Started as a chain of gas stations, the company now promotes itself as a commercial and residential real estate developer, with a portfolio that includes offices, shopping centers, auto centers, logistics, and residential districts.
The Challenge
Striving to attract new clients and increase the loyalty of existing ones, the Client is continually expanding the scope of its online services. The company needed long-term professional maintenance of its IT infrastructure to improve the quality and achieve the sustainability of those online services. With that in mind, the company chose remote IT infrastructure maintenance services from INNERLUXES's team of certified ICT professionals.
The Services
The project engages 7 ICT support specialists, some of them on a part-time basis. In compliance with ITIL standard recommendations, IT infrastructure support services are provided by 2nd- and 3rd-line support specialists during the Client's business hours. The Client's in-house IT specialists are responsible for 1st-line support.
According to the SLA, INNERLUXES's specialists support 28 IT infrastructure elements and provide the corresponding services.
IT infrastructure elements
- Servers and server hardware
- Databases (MS SQL Server, Oracle, Pervasive SQL, Sybase SQL Anywhere)
- LANs and WANs
- Antivirus and antispam systems
- Virtualization systems (VMware 5.1, and 40 Windows Servers)
- Communication systems (MS Exchange and MS Lync systems)
- MS SharePoint platform
- Backup systems (Symantec BackupExec and Veeam Backup & Replication)
- 20 internal infrastructure services (including Active Directory, DHCP, DNS, and VPN)
Support services
For servers and server hardware, databases, antivirus and antispam, virtualization, communication, backup systems, SharePoint, and internal infrastructure services, we provide:
- Configuration
- Monitoring and regular system administration
- Performance tuning
- Backup and recovery management
- Incident management
- Documentation management
For LANs and WANs, we provide:
- Configuration management
- Bandwidth and response time management
- Logging and regulation of network resource usage
- Access management
The Results
- The long-term collaboration between INNERLUXES's ICT specialists and the Client continues.
- By leaving its IT infrastructure in the hands of our certified professionals, the Client avoids common problems such as frequent network outages, repeated breakdown of critical resources, security breaches, and the accumulation of unstructured data.
- Addressing these challenges ensures the flawless performance of the Client's IT services.
Technologies and Tools
Zabbix 2, ManageEngine ServiceDesk Plus, Jira.