Offshore network management services provide a cost-effective and efficient solution for a global manufacturer

The Customer
Our customer is a global leader in information lifecycle management solutions, based in the USA.

The Challenge
The customer needed a wide gamut of 24x7 global support services that included network management support for IT infrastructure in Europe and Asia.

The Solution

Network Management Support with HP OpenView

Product Selection: Our customer's IT infrastructure comprised routers, switches, firewalls, UNIX servers, Windows servers, Microsoft Exchange servers, Oracle database, ERP systems, MS-SQL servers and web servers, including a large backbone network. The first step was to help them identify a suitable solution. HP Open View was chosen.

Phased Implementation: A phased approach minimized impact on production systems and was executed in the following manner:

• Phase I: Elementary network management using test/ non-production machines
• Phase II: Implementation extended to select set of production systems
• Phase III: Full-blown production implementation

Close Monitoring: A single console was built to allow the client to monitor all activities and events. Some highlights:

• An Enterprise Management System (EMS) was integrated with the client's helpdesk solution (Remedy AR HelpDesk) to ensure rapid movement of problems, escalations and resolutions. This allowed internal SLAs to be defined and measured with individual departments.
• Escalation levels were defined within the EMS to ensure all issues were attended to in a stipulated time
  

Both the HelpDesk and integrated console are managed out of the GAVS ODC in Chennai, India.

The Benefits
The benefits of globally sourcing network management services extend far beyond cost advantage. The company now has access to a skilled resource pool on a 24x7 basis, that is dedicated to ensuring smooth network operations.