Netlution is responsible for the timely and smooth provision of infrastructure services in the areas of server solutions, web services, databases, network topologies and cloud solutions for a DAX-listed company in the chemical industry with around 120,000 employees.
The highest availability requirements and diverse interfaces to other operational units and services in a multi-vendor environment create a highly complex organizational and process structure.

With extensive, grown experience, competence & expertise in the support of complex enterprise organizations, the n_Team has been fulfilling the task for several years.

Brief description:

The core task of the service is request fulfillment for the APAC, EMEA & NA regions in accordance with ITIL and clarification/consulting on associated process issues. The customer requirements for IT infrastructure in the various areas (such as Azure Cloud IaaS, Network & Unified Communication, Datacenter, Decentral Services, Web Services and Databases) are implemented in accordance with end-to-end responsibility from consulting in accordance with the service catalog, through the offer, start of commissioning to the finished solution. These are standard solutions as well as individual solutions for larger and complex environments with the highest SLA requirements and NSSRs (Not Standard Service Requests).

Customer request:

  • End-to-end support in request fulfillment for infrastructure services (service/product responsibility on the part of our client)
  • Timely processing and order fulfillment with agreed KPIs
  • Solution consulting for request customers within the scope of the portfolio
  • Close coordination with and support of internal teams and service owners
  • Coordination of the various 3rd party providers
  • Advice, support and implementation of non-standardized requirements (NSSR)
  • (Senior) consulting (including design, implementation and optimization of work processes and guidelines)
  • Flexibility in staffing projects and temporary special tasks from 1st level support to project management or coordination:
    • Project in the area of process consulting, to change provider for network solutions
    • Project to migrate the SingleSignOn solution
    • Project to migrate the provisioning platform,
    • Automation project with permanent special support for production and high-security areas

KPIs:

  • Customer satisfaction surveys
  • Statistics on the duration of all phases
  • Evaluation of the individual phases Provisioning – quotation preparation – commissioning phase through to functioning delivery
  • Response times for incoming orders
  • Escalation key figures

Netlution solution:

Since 2018, supporting the customer in setting up request management from scratch. Subsequently, further development into a managed service with a staff of up to 25 people. Two primary operational roles were created for this purpose: Request Administration and Service Architects. All employees are qualified across both roles and all services to improve effectiveness.

We are both regionally local and understand the language of our client, as well as internationally established (competence, language and availability).

  • Establishment of escalation management and VIP handling (hypercare for production-relevant customers) led by Netlution
  • Flexible offers for availability (NA EMEA context)
  • Definition of KPIs and process parameters and their optimization, e.g. continuous monitoring of request categories and escalation management.

Due to a reorganization on the customer side, our n_teams support the restructuring of the service according to the individual product areas/product groups and achieved a change from a managed service to an effort-based service. The service team continues to form the “bracket” across the individual product groups through an adaptive set-up, thus enabling a smooth service with end-to-end responsibility towards the request customer.

Project duration:

The request management / fulfillment service was launched in 2018 and is ongoing.

Netlution services:

  • Establishment of six teams that work according to a generally applicable process and can act across all topics
  • Escalation management established and provided
    Service management (incl. review meetings, steering committee, etc.)
  • KPI / SLA reporting
  • Documentation both internally and generally valid on behalf of the customer
  • Managed service with end-to-end responsibility
  • Transition to the T&M model due to reorganization of the customer
  • Definition and establishment of processes in IBM Notes, Azure DevOps, ServiceNow, etc.