Active Directory Core Managed Service

Setup and establishment – Active Directory Managed Service – competent, reliable & economical.

Brief description:

In a highly complex, globally positioned corporate infrastructure, a managed service including part-time on-call support was set up for Active Directory operation with a dedicated team of specialists.

Situation:

Netlution is responsible for the trouble-free operation of the Microsoft Active Directory environment in a DAX company with approx. 120,000 employees and a global, highly complex domain structure/network topology. Due to the complex architecture and the central key position of the Active Directory service in the customer organization with various interfaces to other operational units & services in a multi-vendor structure, the Netlution team of specialists must not only have relevant Microsoft Active Directory expertise, but also extensive skills in dealing with the structures of an enterprise organization. In addition, a concept should be developed as to how the Netlution experts can relieve the customer’s 24×7 on-call service.

Customer request:

• Third level infrastructure support for Active Directory
  Provision of the infrastructural AD network topology for services based on it
• Independent, external operation of the central Active Directory environment
• Detection and elimination of (security) vulnerabilities & faults
• Optimization and implementation of the IP-side network topology
• Relief of the dedicated 24×7 Active Directory on-call service
• Consulting (including the design and implementation of automated policies)
• Continuous further development / optimization of processes and scripts

Challenge:

Within a highly complex multi-vendor structure, a concept for cost-effective Active Directory 3rd level operation including a 24×7 part time oncall service had to be developed. In addition to the technical expertise as Microsoft Enterprise administrators, the IT specialists deployed had to be continuously familiar with the operating processes in order to be able to provide the part-time oncall service (alternating and rolling 3rd level readiness on a weekly basis).

• Familiarization with the existing highly complex network topology and domain structure
• Development of a 3rd level part time on-call concept
• Continuous monitoring of the entire infrastructure
• Proactively recognizing and solving emerging problems

KPIs:

• Ensuring the global Active Directory operation
• Ensuring global infrastructure operation
• Reduction of downtimes
• Outsourcing of incident / change and problem management
• AD consulting expertise for project support
• Average response within 15 minutes
• Proportionate responsibility for 24/7 on-call duty