Customer Case Studies

Utilizing the iWave Accelerator, IT requests are created using a self-service portal and online service catalog. Requests falling within policy guidelines are automatically approved, and workflows designed to provision, configure and administer the server are executed. The workflow confirms that sufficient resources are available, determines which physical system will host the VM, executes the many steps to create the VM, and notifies the requestor when the virtual server is available. The VM location is tracked over a defined “lease” period and upon expiration either extends the lease or initiates a request to see if it can be returned to the resource pool.

Utilizing the iWave Accelerator, 26 core processes involving physical and virtual server builds, administration, decommission and resource reallocation are delivered through automated services. The iWave Accelerator connects 18 distinct legacy management tools across the virtual machine lifecycle and has resulted in 100% build accuracy.

The result was the adoption of an IT process automation approach to “virtualize” the service desk. The “virtual” service desk allows a call to be taken at each location, and a ticket created and routed to the appropriate location without making the customer hang up and dial a different number. As a result, Mean-Time-To-Repair (MTTR) times as well as operating costs have fallen dramatically. Since going live, a network service provider’s service desk is being added to the “virtual” service desk using one of iWave’s pre-built adapters.

The result was a simple, automated closed-loop process for approving tracking and audit change requests. Transport request movement is automatically executed after the designated approval process is satisfied. An administrator can easily rollback or undo a faulty transport in the event of an undesired or adverse effect on the landscape. The entire transport management process was consolidated within SAP, eliminating the need for disparate systems and manual actions. In addition, the availability of an accurate audit trail of system changes allows for Sarbanes Oxley compliance reporting.

The result was the adoption of an IT process automation approach to disaster recovery. The system was designed to automatically flex IT resources to meet application and user demands in real time as well as improve business continuity service levels. It can fail-over the production systems environment to the non-production development and test environment to enable the latter to double-up as the disaster recovery back-up – all in a matter of seconds.