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Remote Infrastructure Management Project

Overview

RIM services reduce your dependency on your on-site IT resources, your business will benefit from better system availability and better uptime. RIM vendors use their strong network of multiple service providers to ensure uninterrupted server uptime and network redundancy.

The client was constantly looking for 24*7 RIM services to monitor & manage the resource like firewall, servers, critical services & applications during production and providing maintenance after-hours. We approached the client’s business challenges with Remote Infrastructure Management solution to proactively monitor & manage the production Infrastructure along with network & database.

Challenge

• Leveraging skilled resources for the network, server & user management. • Monitoring resources after-hours to cover 24*7 service coverage. • Providing proactive L1& L2 support in case of any issue encounters. • Ensuring seamless and secure network connectivity with other devices like servers, cloud resources, etc. • Optimization and change management. • Reducing IT operation costs while protecting huge investments • To maintain and improve system uptime and security, and regularly revise (modernize, optimize) the internal services, • Hard to maintain & manage the large workforce with increasing day-to-day issues.”

Solution

HEX64’s Remote Infrastructure Management (RIM) service enables you to retain control of your IT assets after hours, for monitoring and management without the need to increase your own IT staff. • Managed end-users with other IT assets. • Managed ticket and provided remote support for all types and size of issue. • Provided highly trained IT experts available 24x7x365. • Managed designated services remotely. • Protected environment with proprietary, industry-standard tools and techniques. • Monitored resources 24*7 to ensure high uptime. • Performed instant break fixes for the issues. • Performs maintenance during non-production hours. • Real-time monitoring of network status and performance with efficient preventative maintenance schedules. • Managed backup and SQL databases using major tools like Veritas, Acronis, & Veeam. • Faster, low-cost service provisioning with efficient tools for management. • Track and assess basic incidents and assigning resolutions • Root cause analysis and reporting (Monthly/Annual)

Results

Our RIM Services became a central component of the client’s operations strategy for complete Remote Infrastructure management with following key results: • Provided highly skilled technician to help the client to increase the coverage hours for support desk and monitoring the network resources and enhance customer satisfaction. • The client benefited from gaining the desired ROI. • Smooth business operations with uptime availability and continual improvements. • Brought down the spending by 30% and HEX64 Service Process Maturity resulted in Zero Downtime environment for critical applications. • Our problem management of repeated issues resulted in reduction of incidents by 15%, directly translating to productivity increase of 35%. • Automated event ticketing solution which ensured that technicians were aware of network alarms quickly without the need for manual ticket creation. • Maintained 97% resources’ uptime to ensure machine-to-machine connections with on-site and remote locations. • Nearly 35% reduction in IT operations costs.

Tools & Technology

ManageEngine Desktop Central, SolarWinds N-Central, Connectwise Manage.

Overview

Enterprises now demand that the uptime be 24/7 to minimize losses which could be millions. The disadvantages are small for small business owners, but that doesn’t make them any less significant. Errors in the IT department can put the business’s functioning and even existence in jeopardy. NOC services are essential for monitoring, maintaining and administering the network infrastructure of businesses. The client was constantly looking for 24*7 NOC services to monitor the resource like firewall, servers, critical services & applications after-hours. So that they can ensure round the clock service converge with high uptime of the resources. And, when they come back to the work at next day, they find all the resources up & running properly.

Challenge

• Monitoring resources after-hours to cover 24*7 service coverage. • Providing proactive L1& L2 support in case of any issue encounters. • Ensuring seamless and secure network connectivity with devices such as controllers, sensors and other business-critical machines. • The client was facing a slow network performance issue. • Reducing IT operation costs while protecting huge investments • To maintain and improve system uptime and security, and regularly revise (modernize, optimize) the internal services, • Hard to maintain & manage the large workforce with increasing day-to-day issues. ”

Solution

We provide proactive support in identifying network incidents before a problem erupts. Although our 24*7 Network Operations Center (NOC) uses automated tools to speed up problem identification and resolution tasks and provide better insight into your network system to identify potential problems and then prevent them from occurring.

• Performs wide range of applications for ultra-long-haul network monitoring • Detects issues and perform instant break fix. • Performs proactive maintenance. • Improved availability of network and other resources to ensure High uptime. • Real-time network status and performance with efficient preventative maintenance schedules. • Faster, low-cost service provisioning with efficient tools for management. • Track and assess basic incidents and assigning resolutions • Root cause analysis and reporting (Monthly/Annual)

Results

Our NOC Services became a central component of the client’s operations strategy for complete network management with following key results: • Provided highly skilled technician to help the client to increase the coverage hours for the support desk and monitoring the network resources and enhance customer satisfaction. • 96% improvement in response rate for network outages at remote locations • 54% reduction (on average) in restoration time for network outages • Automated network event ticketing solution which ensured that NOC technicians were aware of network alarms quickly without the need for manual ticket creation. • Maintained 97% network uptime to ensure machine-to-machine connections with on-site and remote locations. • Nearly 35% reduction in IT operations costs.

Tools & Technology

PRTG, OpManager, ManageEngine

Overview

A remote help desk service minimizes productivity disruptions, as it can operate around your normal business hours and provide support when equipment, applications, or programs are not used by the employee. Problems are solved quickly with little or no loss in productivity.

The customer wanted technical support help desk / remote IT support, to cater to the technical queries and issues faced by their customers in the U.S.

Challenge

• Hard to manage a high volume of tickets requiring the involvement from Level 2 engineers and high-level resources in US. • High turnover and lack of available talent that met the expectations of the Level 1 role at the IT help desk outsourcing operation. • Inadequate documentation and lack of a proper structure to effectively train Level 1 staff. • All these limitations translated into long resolution times and poor service levels to the end customer • Specialized skill set was a key concern and the previous outsourcer struggled to find employees who combined technical troubleshooting and network skills with the ability to successfully manage vendors and provide excellent customer service. • The previous provider also wasn’t equipped to meet the client’s need for 24×7 supports to accommodate customer locations scattered worldwide. ”

Solution

• HEX64 offered 24*7 IT helpdesk support to the client and assigned skilled and dedicated resources with quick resolution and quality services. • We provided IT help desk support to the client with the maturity, sophistication, and experience to support its accelerated global growth and high service quality expectations. • Our team of IT support executive brought its consultative approach to help the organization identify key gaps within existing systems and processes. • We have a more robust ticketing system with the ability to track and monitor key operational metrics. • We maintained a 24x7x365 support team exclusively for the company, developing deep expertise in its systems and processes. • Windows, Mac and Linux OS administration and configuration support • Installing enterprise software remotely and updating them regularly so they don’t run obsolete • Remote administration and maintenance of servers • Complete initial configuration and setting up of routers, firewalls and additional security measures • Server installation and maintenance • Multi desktop management

Results

• High availability and instant support • Client got the access to Best-in-Class IT Talent • Improved end-user experience and availability of skilled resources • Higher service availability and improved problem response and resolution • Improved Service, with First-Time Resolution Rates as High as 82% • Increased Operational Flexibility & Agility • Productivity is not affected due to holidays or vacation time since the availability of backup resources. • Clients have saved up to 70% in payroll after outsourcing to HEX64. • Client integrated all services under one company • Client has improved work quality and response time • Saved time and effort in interviewing and selecting appropriate candidates • Client reduced operating cost and management fees including HR, admin, client servicing, accountancy etc. • Client has easy access to trained pool of pre-screened resources.

Tools & Technology

ManageEngine ServiceDesk Plus, ConnectWise Control, Anydesk, Zendesk

Remote IT Infrastructure Transformation & Management

Overview

Our client is a well-known Homebuilder Construction Company, was founded in the early 1970s. It is headquartered in Salt Lake, USA and has multiple offices in USA. They serve clients in the United States as best local homebuilder for new building & home construction. The client began developing lots and eventually became one of the largest land developers in the state of Utah, doing roughly 18-20% of all lot development in the state, about 2,000 lots a year.

Challenge

Provided that an outstanding, always on user experience with more than 2500 of users accessing application from different geographical locations and cloud. It is constantly looking for ways to improve the cost-efficiency of its IT operations, while reinvesting the savings into enhancing features and capabilities to deliver new market offerings.

Its original IT infrastructure was based on a hybrid, which offered the agility and on-demand services that the company originally needed. However, with a rapidly growing user base, expansion into multiple markets, and the extension of its business strategy into B2B services, this approach was beginning to show its limitations and was resulting in increasingly high costs.

As a result, they needed a solution that could give it the ability to keep expanding and control spiralling costs, while still being able to connect to other public cloud like-Microsoft Azure, AWS to run its core business applications.”

Solution

The Customer has in-house and cloud environment of multiple servers running Windows and Linux with multiple virtualization platforms such as Hyper-V and VMware vSphere. As it was hard to maintain the multitude of hypervisors, our client built a new cost-effective infrastructure by consolidating the servers with VMware. This allowed the Customer to manage the entire datacentre from a single control point and facilitate its maintenance significantly. Since some of the services were configured inadequately, client investigated the cases and provided solutions with a detailed documentation.

To maintain and improve system uptime and security, and regularly revise (modernize, optimize) the internal services, specifically database systems, anti-virus protection, monitoring systems, CMS, file-server systems, local network and more. In addition to that, they are responsible for hardware consistency and support. Moreover, HEX64 engineers constantly update the knowledge base with user and troubleshooting guides to help the staff solve issues.

Results

• High availability and secured networking environment • No Single point of failure for the infrastructure • Improved end-user experience and availability of skilled resources • Higher service availability and improved problem response and resolution • SLA and Process driven service support • Improved end-user experience and availability of skilled resources • More focus on the nature of their business • Productivity is not affected due to holidays or vacation time since the availability of backup resources. • Clients have saved up to 70% in payroll after outsourcing to HEX64 • Client integrated all services under one company • Client has improved work quality and response time • Saved time and effort in interviewing and selecting appropriate candidates • Client reduced operating cost and management fees including HR, admin, client servicing, accountancy etc. • Client has easy access to trained pool of pre-screened resources • Client can scale up or down at short notice • Client can take the team onsite for short periods • Zero Risks: Whether 5 or 500 employees, HEX64 fund the entire start-up phase including the recruitment process.

Tools & Technology

• OS- Windows server 2012,2016,2019, Windows 10 • Endpoint & Network security- Sophos Central, Symantec • Database-MSSQL • MS Exchange, O365 • Backup- Veritas Backup, ShadowCraft Backup, and Windows Backup. • Firewall & APs- Fortigate 300D, 80E, 60E, 30E FortiAPs • Server Virtualization- Hyper-V, VMware

Overview

In 2020, we worked with a client who wishes to migrate their organization’s all mission-critical servers to the Amazon Web Services (AWS) Cloud to facilitate geographically assigned teams to work seamlessly, securely, and safely.

Challenge

Moving virtual machines (VMs) to the cloud has historically been a daunting process. Client wanted a solution that is fast, efficient, and secure.”

Solution

Our team at HEX64 led the migration of their VMs from Azure to Amazon Web Services (AWS) Cloud. AWS has some tools that made the migration process faster and smoother.

Our approach included the following 3-step methodology:

• ThoroughAssessment of Current and New Servers • Cloud AdoptionPlanning andStrategy • Migration Roadmap

Through this comprehensive approach, we were able to realize that AWS’ Simple Migration Service (SMS) extends its assistance to provide for VMs migrating over from Azure to AWS, making using an existing app over to AWS cloud a more straightforward manner.

Azure customers can forget about replicating individual servers and use SMS to migrate their VMs and apps over in one handy kit.

This agent-less service does it more relaxed than ever to automate, schedule, and track server migrations on a bigger scale, decreasing migration time and reducing the chance for failures during the process.

Prospective clients shifting their services from Azure to AWS will be pleased to hear that all the abilities offered as part of its migration service come free of cost, only pay for the resources you use on other services like S3, EBS, and EC2.

Results

By hiring HEX64 for this migration project, we were able to achieve the following: 1. Meet client’s expectations:Meet the client’s business requirements according to schedule and budget, with assured SLAs during the transition.

2. Service availability: Achieve improvement client’s service availability to their internal and external stakeholders.

3. Business continuity: Monitor utilization and continuity of business services across their servers and databases.

Additionally, by using AWS, the client was able to experience the following benefits:

1. Cloud migration: Customers can start to shift their initial group of servers in just a few clicks via the AWS Management Console. Once the process has started, AWS SMS manages the details of the migration, automatically replicating live servers and creating new machine images.

2. Organize multi-server migrations: AWS SMS operates server migrations, enabling users to configure and schedule replications ahead of time and pursue progress across apps.

3. Incremental server testing: With help for incremental replication, AWS SMS gives fast, scalable testing of the servers you take over. The small, incremental adjustments made to your servers through AWS SMS enable you to examine those modifications iteratively and save money on network bandwidth.

4. Supports replication across a range of operating systems: The tool helps the replication of operating system images containing Windows, as well as various important Linux configurations.

5. Minimal downtime: AWS SMS’s incremental server replication cuts the possible impact that app downtime could have on your business operations.

Things to Consider

1. Costs

The majority of companies today opt for a multi-cloud approach to migration.

Leading cloud providers have rolled out a wide range of products and services to facilitate that approach, but that does make cost calculations a little more complicated for customers looking to move—an issue complicated by the ever-growing range of stock-keeping units (SKUs) available today.

An organization may want to move workloads from one cloud to another for any cause, from better contract terms to a weak relationship with their current provider and past.

Taking your services into the cloud is a compact technical process, but going one vendor to get on board with a new provider can be even more difficult from a business aspect.

Take cloud exit charges, for example. These charges apply when you leave a provider and want to shift your data out of their systems, and can influence your choice when moving in the first place or leaving providers later on in the partnership.

Even if the movement between Azure and AWS becomes more disengaged commercially, that doesn’t ensure equality across application programming interfaces (APIs).

2. Secure Access

A separate concern was secure access to services running in AWS. Putting a server on the Internet and giving access to it directly by a real IP is pretty unsafe from a security viewpoint. Hence, we determined to set up two networks in AWS – an internal network without Internet access, where all the servers would be located, and an external network including Internet access. A software router, which is also a VPN server, runs between these two networks. Thus, in order to get access to the servers, it is required to connect to the VPN. Basically, AWS has its individual solution for VPN access, but it has an additional charge.

Tools & Technology

AWS Server Migration Service (SMS) Connector, EC2-VM, etc.

Migrating Enterprise Applications To Azure Cloud

Overview

More and more businesses aim to migrate their on-premise enterprise applications to Azure Cloud to leverage the benefits of modern infrastructure. These enterprise applications have individual attributes that need special consideration. Many variables are included, from specific data-handling requirements to rules about security and compliance.

Challenge

However, business owners are not sure of the actual processes and procedures involved in migration planning, managing, and scaling. HEX64 provides migration strategies for moving to the cloud..”

Solution

HEX64 uses the following migration consideration and methodology to help businesses migrate their enterprise applications to Azure Cloud.

1. Assess

There is a broad category of methodologies for evaluating an application’s current status. There are fewer for evaluating the application’s cloud willingness. Although some automated tools exist, including Microsoft’s Azure App Service Migration Assistant, each procedure involves checking the application parts for feasibility and appropriateness. We will concentrate primarily on four attributes: operating platform, data, connectivity, and security and compliance.

2. Platform

An application’s operating platform is a compilation of the several technologies needed to execute the application. Hardware, operating systems, application server subsystems, and the actual code for the application all connect to build the platform. And as we consider, migrating an application to the cloud, the technologies we are practicing may restrict the capability to migrate efficiently. The main purpose of evaluating the platform is to know the functionality being implemented and the requirements it matches.

3. Data

Some of the applications exist without managing some kind of data. Big corporate data stores have traditionally remained housed in database management systems, such as Microsoft SQL Server, Oracle, and IBM’s DB2. But, enterprises frequently use No SQL data storage systems to take advantage of higher document-based storage. This is very true in situations that are undergoing a mismatch between entity representation in the application and storage of that entity in the persistence layer.

4. Connectivity

The obvious point is that users (and other servers) need to get access to resources across the environment. This indicates that connectivity outlining is a must, even in the easiest of application aspects. For instance, lack of sufficient bandwidth can be the main concern, particularly if you’re thinking a hybrid scenario where applications are in the cloud but data is stored on-premises or in a private cloud context. Depending on how much data you’re moving between on-premises and cloud, you may need to plan for increased bandwidth.

Our migration strategy follows 5 steps, which are captured below.

1. Analysis 2. App Migration 3. Storage Migration 4. Testing 5. Monitor and Decommission

Results

With HEX64’s successful migration of applications to Azure cloud, applications should work their best on an ongoing basis and when demand shifts. Azure gives tools to manage the availability, performance, and usage of the applications.

Azure gives an extensive collection of configurable safety choices and the capacity to manage them so that we can customize security to match the requirements of the company’s deployments. We can go on an ongoing basis to obtain your security requirements and update security configuration across operations, applications, and data.

Tools & Technology

Azure Migrate, virtual network, storage, etc.

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