Excerpt from our project references – from ServiceNow to Cloud to DevOps
Netlution supports its customers across its entire service portfolio. The following references offer a selection from Netlution’s various areas of expertise. Do you have any questions about the individual references? We would be happy to provide you with further information on the respective references in a personal meeting.
ServiceNow
An application for coordinating IT return and exchange processes was developed for a major German automotive customer. Due to the high level of customization required, a specific app engine solution within the ServiceNow platform was chosen.
A backend application was created that enables role-based configuration of processes, as well as a user-friendly service portal interface for device return and exchange with customized notifications and process tracking. The solution offers flexible customization options and supports various return and exchange campaigns.
ServiceNow products used: App Engine, ITAM
Within 12 months, Netlution handed over global request management for data centers, databases, and web services to a customer team. This was achieved through a detailed transition process that included collaborative partnership, process analysis, optimization, and structured resource planning. The transition was supported by a clear roadmap, KPI frameworks, playbooks, and training.
The transition enabled cost-saving measures to be implemented, automation opportunities to be identified and initiated, and workflow documentation to be updated and maintained. Compliance with SLAs was ensured at all times.
ServiceNow products used: HRSD
The customer wanted to outsource operational support for the ServiceNow platform and replace highly customized solutions with best practice implementations. The task was to secure operations through incident processing and ensure maintenance. To this end, relevant information was handed over, a cooperation model with regular meetings was established, and ServiceNow instances were tested regularly. The benefits were a more stable platform, a return to best practices, efficient collaboration, and faster ticket processing to ensure operations.
ServiceNow products used: ITSM, CSM
As part of its digital transformation and employee growth, the customer wanted to future-proof its HR service management, with Germany serving as a model for the global rollout. The first step was to document and analyze the processes and systems, followed by consolidation and optimization. The implementation was carried out with the introduction of HRSD on the ServiceNow platform. Processes were standardized, a user-friendly interface was developed, and various HR systems were integrated. The benefits were a modernized, user-friendly platform, increased transparency, improved processing times, and a future-proof solution for HR service management.
ServiceNow products used: ITSM, ITOM, ITAM, HRSD
ServiceNow was implemented for ITSM, CSM, and PMO processes for a leading German semiconductor equipment manufacturer, particularly for the IT service and demand management processes of internal production IT. The project was divided into streams and implemented in three releases: analysis and optimization of existing processes, agile implementation in ServiceNow, and iterative improvements based on practical experience.
Over time, the ServiceNow environment was expanded to include project and demand management as well as an end-user portal. Customer support processes, including maintenance, time tracking, and travel expense reporting, were also integrated. The CMDB was separated and supplemented with non-IT elements.
ServiceNow products used: ITSM, CSM
The ServiceNow platform was introduced as a global IT service management solution, replacing the regional Matrix42 ticket management solution. In addition to technical implementation, the focus was on enabling the organization and handing over to a new global IT service provider. The implementation was carried out in an agile manner using best practices and minimal customization. The benefits include simpler ticket handling, seamless IT integration, user-centered design, global standards for regional services, and a future-proof ITSM platform for a growing company.
ServiceNow products used: ITSM, ITAM
The existing asset management solution (Matrix42) was replaced by ServiceNow Software Asset Management (SAM) and integrated into an existing ITSM, ITOM Visibility, and SPM platform. Discovery functions were expanded and a company-wide SAM solution architecture was developed. The rollout initially took place in Germany, with international expansion planned. The focus was on an out-of-the-box configuration with targeted customizations. The result is a consolidated database and comprehensive consulting and implementation of ServiceNow SAM.
ServiceNow products used: ITSM, ITOM, SPM, ITAM (SAM)
A ServiceNow CMDB and asset management processes were implemented for a global security technology group to consolidate its heterogeneous data and process landscape. After introducing basic ITIL processes, ServiceNow was used as the central data source. By analyzing the source systems and using Discovery, a service-oriented CMDB with service mapping was created. Based on this, asset management processes for hardware were implemented, primarily using ServiceNow standard processes.
The project led to improved data quality, optimized provisioning, and cost reduction, and was later expanded to include software asset management.
ServiceNow products used: ITSM, CMDB, ITAM
An application for digital visitor registration and access management was developed for an international security technology group. Due to complex, globally varying requirements, a customized app engine solution was implemented on the existing ServiceNow platform.
Following scoping workshops and requirements analysis, the software was implemented in an agile manner, with close integration of customer feedback. The solution is now used at the five largest locations worldwide, replacing the previous paper-based process and enabling more efficient, uniform, and traceable access management.
ServiceNow products used: App Engine
The ServiceNow Software Asset Management (SAM) solution was integrated into an existing ITSM and ITOM visibility platform within a regulated environment. Following scoping workshops and data analysis, the basic installation was carried out, supplemented by customizations based on best practices and the introduction of publisher packs for software metering. Close coordination with other service providers ensured smooth implementation. The result is an optimized SAM process landscape that takes regulatory requirements into account.
ServiceNow products used: ITSM, ITAM (SAM), ITOM
The ServiceNow platform was introduced as a central enterprise service management solution for the customer. Following a tool evaluation and proof of value, a long-term roadmap was created. Implementation followed best practices, an agile methodology, and minimal customization.
Key benefits include standardization of the IT landscape, ITIL-based processes, a modern user experience, automation, and greater transparency and efficiency in IT operations.
ServiceNow products used: ITSM, ITOM, ITAM (HAM), SecOps
The task was to optimize the already implemented ServiceNow HR Service Delivery by making better use of existing functions, expanding the HR service catalog, and improving user-friendliness. At the same time, governance for the ServiceNow platform and a suitable project approach were developed. The approach included technical and procedural due diligence, the establishment of agile product teams, the development of standards and guidelines, and intensive rapid prototyping.
The benefits included improved implementation of HR requirements, an increase in HR capabilities from 20% to 60%, higher user satisfaction, and increased automation through workflows.
ServiceNow products used: HRSD
The ServiceNow platform was introduced to combine internal and external IT processes in a unified system. The use of ITSM for CSM has created a modern, ITIL-based platform that enables both internally standardized IT processes and improved external customer service. Implementation was agile, using best practices and minimal customization.
The advantages include a harmonized IT landscape, higher process quality, a service-oriented CMDB, and transparent, efficient working methods.
ServiceNow products used: HRSD
The customer’s task was to ensure the ongoing operation and maintenance of the ServiceNow platform. In addition, support was offered for the implementation of additional requirements when internal resources were exhausted or special expertise was required. The approach included integrating relevant information, establishing a cooperation model, regular testing according to best practices, and processing 2nd and 3rd level tickets. The benefits were stable and performance-optimized ServiceNow instances, efficient collaboration, fast ticket processing, and proactive planning of release changes.
ServiceNow products used: ITSM, ITOM
Cloud & DevSecOps
Setup, operation, and further development of a globally distributed Elastic Stack for company-wide aggregation, analysis, and further processing of log files and events. The service solution includes decentralized collection of log data in 15 globally distributed data lakes. Generic data ingestion pipelines with Logstash are provided for this purpose.
Environment size: > 120,000 employees, 15 regions worldwide, processing up to 40,000 data records per second in each region
Our solution: A customized, adaptive, and fail-safe data lake solution using global Kubernetes clusters.
Netlution developed a specific, fully automated orchestration solution for providing suitable VMs tailored to the customer’s own private cloud. Among other things, classroom training courses (one VM for each guest) had to be designed in such a way that each participant was connected to their cloud landscape within three seconds of the training course starting.
Environment size: > 5,000 visitors, 1,000 parallel VMs (provisioning of reservable cloud landscapes)
Our solution: Java-based orchestration software was developed to provide and manage cloud landscapes for the customer’s in-house exhibition via private cloud APIs, supplemented by a web interface implemented with SAP-UI5 for the exhibition team and an agent programmed in PowerShell for communication between exhibition laptops and the orchestration platform.
Results: By providing participant-dedicated cloud landscapes for international events with over 5,000 visitors, up to 1,000 simultaneously used VMs, and an event agent on more than 1,500 laptops, training courses could be enabled with secure, isolated environments that also support destructive test scenarios or database upgrades.
A customer application needed to be made more scalable, so we migrated it to cloud PaaS solutions using AWS cloud infrastructure and ensured scalability with auto scaling groups. The focus was on security and cost optimization. The application is designed to be elastically scalable.
Environment size: > 380,000 employees
Our solution: The application was migrated to cloud PaaS solutions and made scalable with Auto Scaling groups. Security and cost optimizations were the main focus here.
In this service, Netlution is responsible for the error-free 24/7 operation of a global cloud solution so that internal specialist units can use demos in so-called virtual showrooms. This involved responsibility for all levels required to provide the portal and its functions. Without the designated demo infrastructure, it would be very difficult for existing and new customers to familiarize themselves with new software, releases, scenarios, and systems.
Environment size: 4 data centers, > 100 hypervisors
Our solution: As a managed service, we took over the service, administration, optimization, and further development of the cloud environment, including all infrastructure components and services. From setup and operation to the end of the operating phase and dismantling of the cloud environment, Netlution provided a customized and adaptive solution throughout the entire term.
Modern Workplace
In a highly complex, globally positioned corporate infrastructure, a managed service including part-time on-call support was set up for Active Directory operations with a dedicated team of specialists. Netlution was responsible for the error-free operation of the Active Directory core infrastructure with proportional 24/7 on-call support. A dedicated team of experts was provided for this purpose, which took over 3rd level support centrally in the highly complex corporate infrastructure.
Environment size: > 120,000 employees
Our solution: Establishment and provision of an Active Directory team of experts for third-level operation, including 24/7 part-time on-call service (weekly alternating and rolling third-level on-call duty).
Netlution was responsible for global request fulfillment for infrastructure services in the APAC, EMEA, and North America regions for a DAX-listed chemical company—from consulting and quoting to commissioning and final implementation. Netlution was commissioned by a central customer organization to set up a centralized, highly customized managed services request management data center/networking/unified communications system tailored to the customer’s specific processes. As part of a customer reorganization, the central service was divided into six decentralized, independent, specialist service units.
Environment size: >120,000 employees, APAC, EMEA & NA regions
Our solution: In a complex multi-vendor environment, standard and individual requirements (including NSSR) in areas such as servers, databases, networks, web services, and the cloud are managed and coordinated end-to-end and implemented in accordance with defined KPIs. Since 2018, a scalable managed service with up to 25 employees, clear role models, escalation management, and continuous process optimization has been established to ensure high service quality and customer satisfaction.
OnPrem Infrastructure
Netlution developed an adaptive managed service for one of Europe’s largest retail groups to support the monitoring of a very large IT infrastructure with over 400,000 employees.
Environment size: > 1 million hosts with almost 40 million checks for data center components and critical market infrastructure included.
Our solution: Our specialized team of experts provided 8×5 operational service with a net capacity of 4 FTEs for handling incidents, events, and service requests.
Netlution developed an adaptive special managed service for a large German broadcaster to ensure stable operation and further development of a heterogeneous server and virtualization infrastructure with over 5,000 systems. In this 24/7 service, Netlution was responsible for ensuring the operation of the server infrastructure. Many of the servers are necessary for broadcasting operations. Among other things, well-known media libraries with on-demand content are also operated there.
Environment size: > 4500 servers (virtualization level ~95%)
Our solution: Setting up a customized team of experts to take over the operation of Linux and Microsoft environments, patch management, planning, and support for Hyper-V and VMware ESX landscapes. In addition, an interdisciplinary, 24/7 rotating on-call model was established to ensure high availability, quality, and cost-effectiveness of the infrastructure service.
Netlution developed a global Citrix and VDI managed service for a DAX-listed chemical company to ensure stable 24/7 operation of over 7,000 virtual desktops and servers at locations in APAC, EMEA, and North America. As part of this service, Netlution was responsible for the error-free 24/7 operation of server-based computing and virtual desktops. Essential internal services (including truck transport handling and medical services) are provided in this way. Thousands of internal and external employees use the remote workstations every day to access the group’s IT systems.
Environment size: > 250 server systems and > 4,500 virtual desktops
Our solution: Setting up a specialized team of seven to eight Citrix and Microsoft specialists who provide the service economically with a net capacity of 5 FTE. The service includes process design, automation, infrastructure maintenance, HA operation via Netscaler, incident management, and the extension of service hours to cover international user requirements.
In this service, Netlution is responsible for the error-free 24/7 operation of a global cloud solution so that internal specialist units can use demos in so-called virtual showrooms. This involved responsibility for all levels required to provide the portal and its functions. Without the designated demo infrastructure, it would be very difficult for existing and new customers to familiarize themselves with new software, releases, scenarios, and systems.
Environment size: 4 data centers, > 100 hypervisors
Our solution: As a managed service, we took over the service, administration, optimization, and further development of the cloud environment, including all infrastructure components and services. From setup and operation to the end of the operating phase and dismantling of the cloud environment, Netlution provided a customized and adaptive solution throughout the entire term.
Netlution provided an adaptive special managed service for a large German broadcaster to ensure the stable operation and further development of a Citrix infrastructure for around 4,000 authorized users. As part of this service, Netlution guarantees the operation of the Citrix farms. The environment grants end users external access (e.g., from home offices) to IT infrastructure services.
Environment size: approx. 75 servers & max. 1,500 concurrent users
Our solution: Our customized team of experts took over 3rd-level operation as well as planning, design, implementation, and lifecycle support for the Citrix XenApp and XenDesktop farm, including central Netscaler systems. In addition, complex security requirements were taken into account and a flexible operating model was implemented to ensure an economical and highly available infrastructure.
Netlution took over the operation, consolidation, and further development of a server automation platform for a global corporation to control compliance, patch, and configuration management for over 150,000 servers worldwide. As part of our managed service, we ensured the error-free operation of the application that controls global central monitoring and patch management (implementation of compliance requirements). Automation enables changes to be rolled out globally in a uniform manner. The managed service works with a wide range of interfaces and partners within the corporation and its subsidiaries.
Environment size: > 150,000 servers
Our solution: The managed service ensures a high level of infrastructure and security compliance at the OS, database, and application levels through automation, reporting, auto-remediation, and interface integration. In addition, incident and service request support, process consulting, on-call service, and continuous optimization are provided in a 5×11 operating model with global team coordination.
Digital Sovereignty & Security
Digital Sovereignty & Security
The goal was to establish a sustainable managed vulnerability management service for a global corporation in order to systematically identify security threats, centrally record vulnerabilities, and efficiently manage their treatment. Netlution was commissioned to transform a decentralized customer organization by setting up a centralized, highly customized, and technologically specialized vulnerability management service tailored to the customer’s specific processes. The service also includes central responsibility for coordination and provider management.
Environment size: >120,000 employees, vulnerability reduction > 5,000/month
Our solution: Netlution developed a specialized managed service team for this purpose, provided support with organizational and process development, took on consulting, operational, and further development tasks, and optimized the tool landscape used. Automated detection and tracking management reduced open vulnerabilities, increased security compliance, and ensured stable, continuously optimized service operation.
Results: Monthly reduction of open vulnerabilities by approximately 5,000, halving of externally reported web vulnerabilities, improved risk assessment through optimized classification, and halving of scanning and tracking efforts while eliminating security blind spots.
Based on a time & material contract, Netlution developed an EOL smart card managed service and further developed the service into multi-factor authentication support. In addition, a dedicated, highly customized PKI management service was set up as part of a team split.
Environment size: > 120,000 employees, 7 FTE
The goal of the project was to introduce and operate company-wide two-factor authentication based on physical and virtual smart cards, including planning, design, infrastructure setup, and lifecycle automation of certificate management. Based on a time & material contract, Netlution developed the EOL Smartcard Managed Service and expanded the service to include multi-factor authentication support. In addition, a dedicated, highly customized PKI management service was set up as part of a team split.
Environment size: > 120,000 employees, 7 FTE
Our solution: Netlution took over 3rd-level operations, patch and version management, incident handling, process automation, and project management and reporting tasks throughout the entire product lifecycle. In addition, new authentication technologies such as multi-factor authentication and Windows Hello for Business were evaluated, introduced, and integrated into existing operating processes to increase security, efficiency, and service quality.
In this 24/7 managed service, Netlution was responsible for the IT infrastructure operation of the 30 most critical data center applications. Login to the cloud and security environments was part of the managed landscape, as were other basic IT infrastructure applications.
Environment size: 30 data center applications for approximately 120,000 employees
Our solution: An adaptive managed service model was established with a 13-member team of experts, covering incident, change, and problem management in accordance with ITIL, as well as on-call support, documentation, and governance support. Automation, short update cycles, regular compliance and disaster testing, and centralized resource management ensure an SLA of over 99% while increasing security and efficiency.
Data Management & Analytics
Data Management & Analytics
Netlution took on the task of setting up, operating, and continuously optimizing a global Microsoft SQL infrastructure for an international corporation as part of a 24/7 managed service. As part of this service, Netlution was responsible for ensuring the error-free operation of the infrastructure. In addition to operation, the scope of services included managing the customer’s internal resources as well as the connected service providers and workflows, as well as consulting services for optimizing and further developing the environment.
Environment size: > 100,000 employees, 24/7 on call
Our solution: A specialized team of SQL experts combined senior-level consulting, monitoring, and performance optimization with an on-call service with a one-hour response time to safeguard business-critical systems. This ensured stable operation, transparent resource management, and sustainable administrative relief for the customer.
Netlution developed an adaptive managed service for one of Europe’s largest retail groups to ensure the 24/7 operation of an extensive Microsoft SQL infrastructure with over 100 database clusters and more than 500 databases. As part of this service, Netlution was responsible for ensuring the error-free 24/7 operation of the MSSQL databases in which business-critical data is processed.
Environment size: > 100 clusters with over 500 databases
Our solution: A specialized team of five to six experts was set up to economically transition the previously 8×5 operated service to a 24/7 operating model with a net capacity of 2.5 FTE. The service includes 2nd and 3rd level platform support, monitoring, administration, and process optimizations to ensure stable system operation.
Project Management
Project Management
Netlution supported a global software group in integrating internal units and M&A companies into a central IT asset management system in order to create complete transparency across all physical and virtual assets.
Environment size: already > 450,000 data records on IT assets captured
Our solution: A specialized team of experts coordinated the technical and organizational integration processes, ensured consistently high data quality, and optimized existing processes. In addition, detailed analyses and reports were provided for stakeholders, auditors, and integration partners, and all integration phases were comprehensively documented.