Syngenta

1. The project was launched in the summer of 2021. In the first month, the ICL Services team learned from the previous service provider and then took on the first and second support lines.
   
   Before the launch, the company had three on-site engineers in the Moscow office and one in Voronezh. They came to the office only when requests were received, which ultimately had a negative impact on the quality of service.
   
   Reorganizing the tech support structure
   
   First of all, the on-site engineer in the Voronezh office had their work schedule redefined. From that point, the employee would work full-time and accept first-line requests. If the problem could not be solved over the phone, they would help employees in their city. If then the Voronezh employee does not have time to process a request to the first support line, on-site engineers from Moscow would handle the request.
   
   This way, users would be able to talk directly to a specialist who, if necessary, could solve the problem right away.
   
   In addition to user support and incident resolution, on-site engineers would perform the following tasks:
   
   • Prepare, issue, and routinely change equipment for in-office and field personnel;
     
   • Maintain the meeting rooms;
     
   • Conduct an inventory of the warehouse;
     
   • Prevent incidents.
     
   Requests can be received via customer ITSM, phone, and email, as well as Microsoft Teams and Zoom.
   
   Each month, engineers receive about 270 calls and solve more than 300 incidents. Only one call was missed in the 1.5 years that the service has been operational.
   
   IT infrastructure support
   
   Besides Moscow and Voronezh, the customer has small offices in other cities. They have no on-site engineers but still need maintenance for their network infrastructure, server rooms, and workstations. The wide geographical presence of its engineers allows ICL Services specialists to support even the most remote locations and prevent hardware downtime.
   
   In addition, the customer needed to separate the Russian segment of users into a separate network. For this purpose, a separate Active Directory domain was created, configured, and tested. Now, if the Russian division was disconnected from the global network, employees would retain their accounts and be able to continue working. Zabbix monitoring system was deployed to control the work on servers and Active Directory.
   
   Infrastructure migration planning
   
   ICL Services has also created migration plans for several solutions.
   
   
   • Switching from Office 365 to CommunGate Pro
     
   The ICL Services team has switched the email service to a local provider in case the company was to be disconnected from Office 365. CommunGate Pro was chosen as a substitute. It features solutions for email and call management, a calendar, a task tracker, and a file exchange service. The system has been tested and all company employees are now connected to it. The customer can switch to CommunGate Pro at any time without any noticeable impact on business processes.
   
   
   • Creating a common corporate network
     
   Site-to-Site was set up at the company's flagship offices. The ICL Services team installed servers that connected to the cloud through an IPsec tunnel. This allowed employees to connect to the local network. Other offices will be reconfigured to connect to OpenVPN in the cloud via the existing ZyWall.
   
   
   • Corporate VPN via a Russian-based solution
     
   To maintain a stable and secure connection to Syngenta's internal corporate resources, ICL Services experts customized a VPN solution using Russian products.

Products and technologies

• ServiceNow, SimpleOne
• Microsoft Teams, Zoom
• Active Directory
• Microsoft 365
• OpenVPN