To provide IT infrastructure support in the areas where support scope was not fully covered, external service suppliers were engaged (including the ICL Services team).
The primary ICL Services tasks are:
- To provide monitoring of infrastructure components and applications (including specific banking products to be monitored under clearly specified procedures and in accordance with the schedule);
- To provide high-quality support to servers, databases, monitoring systems under the established criteria;
- to ensure the implementation of the required modifications of IT infrastructure through involvement in the projects and implementing them;
- To provide monitoring of infrastructure components and applications (including specific banking products to be monitored under clearly specified procedures and in accordance with the schedule);
- To provide high-quality support to servers, databases, monitoring systems under the established criteria;
- To ensure the implementation of the required modifications of the IT infrastructure through involvement in the projects and implementing them.
In addition to providing IT infrastructure support services, ICL Services was to perform design works, which meant prompt deploying additional engineers and architects. All design work was performed efficiently and on time.
Key Challenges
- Monitoring of infrastructure and applications (including specific products to be monitored under clearly defined procedures and in accordance with the schedule);
- Window server/cluster support
- UNIX servers/clusters support
- MS SQL/Oracle support
- MS SCOM infrastructure support
- The first stage of implementing the IT infrastructure support project was making the Customer aware of our approaches to rendering efficient services. Having started with monitoring services, ICL Services then was trusted with the support to such technology areas as Wintel* and MS SQL Database. Having analyzed the infrastructure, the areas that required optimization (MS SCOM, MS SCSM, Databases) have been identified. ICL Services specialists suggested options for improving the state of the infrastructure and, together with the Renaissance Capital team, have commenced implementation of the developed plans.
- The ICL Services team proved to be capable of not only providing monitoring services, but also infrastructure support services, which allowed Renaissance Capital to contract ICL Services for additional services such as support to UNIX servers, Oracle databases and MS SCOM infrastructure. The volumes of Wintel and MS SQL servicing were also increased.
- We have focused on the compliance with information security requirements, since the company is subject to certain risks and regulatory restrictions when outsourcing various IT services. Working with Renaissance Capital, we use the two-factor authentication proposed by the company to access its infrastructure.
- Cooperation with ICL Services resulted for the Renaissance Capital in high-quality service in several technological areas: Wintel, Unix, Databases, MS SCOM, in accordance with the Service scope agreement. The monitoring system has been optimized. Stability of MS SQL and Oracle systems was also improved due to proactive approach to issue identification.
ICL Services provided timely and high-quality solutions to incidents, which enabled to increase accessibility of the company's infrastructure, which is crucial for this business.
ICL Services oversees the support to the equipment involving complex technological solutions; the equipment ensures performance of the systems crucial for the business:
- total number of servers – 30;
- total number of databases – 150;
- number of hosts serviced by MS SCOM infrastructure – 245.
The ICL Services team has implemented a series of infrastructure projects including switching the Customer's infrastructure to the MS Azure cloud and Calypso back-office migration to version 15 along with Oracle DBA version elevation from 11 to 12.
The Renaissance Capital mature approach to the development of its business was evident in their desire to outsource a part of its IT infrastructure which made it possible to build the best possible collaboration model with the partner team.
Successful implementation of the IT infrastructure support project proved outsourcing the IT services to be very efficient for a finance company.
One of the advantages of a partial outsourcing of IT services is an opportunity to focus on strategic IT challenges being free from performing routine support functions. Outsourcing also gave an opportunity to reduce the IT operating and maintenance costs, thereby reducing the overall cost of the company services.
Products and technologies
- OS Windows Server 2012/2012R2/2016
- ОS UNIX RedHat (RHEL 7.3)
- MS SQL 2005/2008 r2
- Oracle 11, 12
- MS SCOM
Results
- Number of incidents addressed within one year: over three thousand.
- The percentage of incident took to work in time: over 98%.
- The percentage of incidents resolved in time: over 99%.