Successful Cases / AxURE: iTop implementation

AxURE: iTop implementation

Optimizing IT Service Management with iTop

🇨🇴 Colombia

As AxURE Technologies expanded its operations and customer base across multiple countries, it faced several challenges in managing its IT services.

Customer

AxURE Technologies is a leading company in the design and implementation of technological and telecommunications solutions, with a focus on strategic projects for its clients. With more than 18 years of experience, AxURE Technologies has gained great recognition in the hydrocarbon sector and other industrial sectors in Colombia, Peru and Mexico.

Problem

As AxURE Technologies expanded its operations and customer base across multiple countries, it faced several challenges in managing its IT services:

  • Complexity in managing IT projects and services across multiple geographic locations.
  • Need to improve visibility and control over IT assets and services provided to their customers.
  • Difficulties in coordinating and tracking incidents and service requests across their multinational operations.
  • Requirements for integrating IT service management with existing company and customer systems.
  • Need for a robust and flexible authentication system for their growing, geographically distributed IT team.

The client was looking for a solution that could centralize and optimize its IT service management processes, improving operational efficiency and responsiveness to the needs of its customers across different sectors and countries.

Approach

After a detailed analysis of AxURE Technologies’ needs, we proposed a solution based on iTop, an open source platform for IT Service Management (ITSM) and Configuration Management (CMDB). Our approach focused on:

  • Custom Implementation: Configure iTop to fit the specific processes of AxURE Technologies and its various technology projects.
  • Integration with Existing Systems: Ensure seamless synchronization with the company’s Active Directory.
  • Enhanced Security: Implement authentication through Microsoft Login to strengthen security and simplify access for distributed teams.
  • Process Automation: Identify and automate key workflows to increase efficiency in project and service management.
  • Scalability: Design the implementation to allow for future expansion, including the possibility of integrating AxURE Technologies customers into the system.

Solution

Our iTop implementation for AxURE Technologies included the following features and benefits:

  1. iTop Deployment:
    • Installation and configuration of iTop on AxURE Technologies infrastructure.
    • Customization of the interface and workflows to suit the specific needs of the company and its different service lines.
  2. Active Directory Integration:
    • Automatic synchronization of users and groups from AxURE Technologies Active Directory to iTop.
    • Simplification of access and permission management within the platform for teams in different countries.
  3. Authentication with Microsoft Entra:
    • Implementation of single sign-on (SSO) using Microsoft Entra.
    • Improved security with multi-factor authentication for secure remote access.
  4. Centralized Asset and Service Management:
    • Creation of a complete inventory of IT assets and projects in iTop CMDB.
    • Mapping of relationships between assets, services and projects of clients in different sectors and countries.
  5. Optimization of incident and request management:
    • Implementation of automated workflows for ticket classification and assignment, considering different time zones and teams.
    • Setting up SLAs and escalation rules to improve response times on critical projects.
  6. Reporting and analytics:
    • Setting up custom dashboards to provide real-time visibility into the performance of IT services and projects.
    • Implementing automated reports to facilitate data-driven decision making at a regional and global level.

Result

As a result of this implementation, AxURE Technologies has experienced:

  • A significant improvement in the coordination of projects and services across its multinational operations.
  • An increase in the operational efficiency of the IT department, allowing for better allocation of resources across different projects and countries.
  • Improved visibility of its IT infrastructure and client projects, facilitating strategic planning and resource management at a regional level.
  • An increased ability to respond quickly to the needs of its clients in the hydrocarbon and other industrial sectors.

We are currently in the process of expanding the implementation of iTop to include deeper integration with AxURE Technologies’ client systems, which will enable even more efficient management of technology services and projects across the entire value chain.

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