Remote Infrastructure Management: Unlocking the Value of Data Centers

Article by Rishikesh Kamat



Rishikesh Kamat of Netmagic Solutions articulates how Remote Infrastructure Management can help unlock the value to your IT infrastructure, reduce costs, increase efficiencies and considerably improve service availability

RIM encompasses the entire gamut of support and management of IT services related to infrastructure including remote monitoring, network monitoring and management, security services, database administration, desktop and server administration.

Agreed, the concept is not new. Nor is there shortage of players in the field of Remote Infrastructure Management (RIM). It is important to understand how to engage RIM services and derive maximum benefit that the service can offer.

India has emerged as the global hub for Remote Infrastructure Services predominantly due to availability of high quality resources at lower costs. According to reports from NASSCOM Indian RIM services market is pegged between 100-120 billion USD, with over 20 percent growth annually.

A leading research firm recently predicted that within the next few years most North American organizations would use RIM services. Global organizations are outsourcing their IT support and management services to India to reduce their OPEX and gain from the growing maturing of Indian RIM players.

Cloud Gave the Added Advantage

Cloud based Remote Infrastructure Management has proven to be a grand success among user organizations who benefit from the peace of mind that is derived from 24x7x365 monitoring and management of all infrastructure. Organizations benefit substantially on cost, and eliminate the headache of hiring and retaining IT support staff.

To further articulate how organizations are unlocking the value of their data centers, let us consider a use case.

A Case in Point: A Global Conglomerate

A global conglomerate with a turnover of over 50 billion USD, 150,000+ employees and offices across all major continents turned to NTT Communications Japan for support, enhancement and TCO reduction of their network infrastructure. NTT Communications Japan, in turn, tied up with Netmagic to jointly build and deliver the solution for network support.

The client was unable to meet business service levels due to disparate heterogeneous network infrastructure, lack of adequate support from their infrastructure support service providers and absence of unified standard infrastructure management processes. Some of the issues faced by the client were:

  • Constant overrun on the service level commitments
  • Frequent issues with support systems and services
  • Delays in resolution of critical issues
  • High cost of network support
  • Inflexible support operations
  • Challenge to support non-business hours

The Solution

The client’s network comprises of over 8000 devices, with disparate technologies from about 10 different OEMs.

Netmagic was given the responsibility of taking over the network infrastructure monitoring and management service that included provisioning, management, administration, troubleshooting, maintenance support and service enhancement of the data network.

Netmagic setup a Secured Network Operating Center (NOC) for the client at their India Data Center facility. The NOC comprises of L2, L3 and L4 support personnel on a 24x7x365 monitoring and management mode that supports about 3000 wireless devices, about 4000 access switches, over 400 router and gateway devices and over 75 security devices. Disparate technologies used in the client’s network including wireless devices, core switches, etc. from over 10 OEMs are managed by Netmagic.

The Benefits

One of the prime benefits derived from offshoring infrastructure management to Netmagic in India is the huge savings in cost. The client has been able to reduce cost of infrastructure monitoring and management by almost 50% with a combination of direct savings (lower cost of skilled resources available) and business efficiency achieved due to improved reliability and availability of IT infrastructure.

Other key benefits that the global conglomerate has been able to derive from the Remote Infrastructure Management Services are:

  • Enhance productivity and efficiency of the IT infrastructure
  • Improved business-critical service availability
  • Measured service quality through well-defined SLAs
  • Skip day to day operations and focus on innovation
  • Reduction in overall risk
  • Increased flexibility and capacity for future business needs
  • Access to skilled resources to ramp-up or ramp-down based on business demands
  • Resultant increase in application availability
  • Improved business user satisfaction

With Remote Infrastructure Management Service, the global conglomerate has been able to enhance the value of their network with a trusted partner handling their network infrastructure.

What are your thoughts on RIM? Share your experience, insights or any unmet challenges that you are facing in managing your data center and IT infrastructure.