Infrastructure based Case Study

The Client

The client is a leading Commercial Real Estate company with its operations spread across United States having a strong base of advisors. Due to non-disclosure agreement no other information can be reveled or discussed.

Problem Definition

During the initial discussions and requirement gathering – RFP process Reflections has identified the summarized problem definition.

The IT infrastructure was around 20 productions, 6 pre-production and 10 non-production servers. There was no track of system and services availability. The IT support was available during business hours whilst their business demanded round the clock resource availability. Since the real estate market was struggling, client was looking forward to seek leadership advantage by reducing the operation cost, improving working capital and redirect their savings for business expansion. The client wanted the IT department to focus on internal capabilities and wanted to have a Managed Service Providers, who could help to improve service quality, provide high availability of business tool and at a same time lower overall service delivery cost.

Proposed Solution and Implementation

Based on the problem study Reflections has suggested and implemented 3 key improvements to their IT support operations

  • Remote Infrastructure Management
  • Virtualization
  • IT Help Desk Services

After scrutinizing the MSP’s client inked a deal with Reflections as their IT Partner for providing Remote Infrastructure Management Services. Since the IT infrastructure was Huge, Reflections with the help of its vast IT experience, recommended consolidating the IT resources and move the core services on the virtualization platforms.

Microsoft Exchange Server and MS SQL Server Consolidation with Virtualization on VMware was key improvement focus on stage 1.

On stage 2 Reflections implemented 24×7 Industry Standard monitoring tool for Business critical servers and services. Any downtime was alerted immediately to the 24×7 service team through email alerts on blackberry’s and PDA. This resulted higher uptime and the business was uninterrupted.

On stage 3 Reflections implemented the centralized support desk as per the ITIL’s standard governed by stringent Service Level Agreement (SLA) with a Fix Pay Model. The help desk included help desk tickets and on call support for resolution.

Implementation Benefits

Post implementation of Consolidation and Virtualization of IT infrastructure, client immediately started monthly savings of 20-22% on the recurring expenditure. The day to day tasks were eliminated because of automation and optimization of repetitive task of incident management, resource management, systems management and service availability. This helped them to reduce their monthly cost on the internal IT management and have an increased operational efficiency. The issue resolution period was drastically reduced which boosted the confidence of the stake holders.

Technology and Process Used during the implementation