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Transport and Logistics

IT Infrastructure Maintenance

This project implemented in logistics sector is one of the most significant ones in ICL
Services portfolio. When faced with non-routine tasks and the need for high quality of
service and efficient use of resources, Itella Russia, a Russian branch of Itella, a global
provider of logistic services, decided to rely on ICL Services team for proving IT
infrastructure support.
The tasks and challenges of this project appeared to be much more elaborate
compared to standard IT infrastructure support projects. Apart from building an
experienced team capable of providing 2nd and 3rd line support with impeccable quality
of service and efficient use of resources, ICL Services had to:
  • align customer’s IT infrastructure with corporate standards;
  • reduce total cost of ownership of IT infrastructure through efficient reallocation of
  • provide support for a number of major IT infrastructure projects (including
development of a new data center in the Moscow Region, consolidation of
existing infrastructure elements).


  1. IT infrastructure maintenance
  2. IT infrastructure monitoring
  3. Operational and engineering support of servers, databases, storage systems, and virtual infrastructure
  4. 1 st line support for end users (Service Desk)
  5. Support, configuration, and enhancement of warehouse management systems


ICL Services team supports ongoing operation of customer’s IT infrastructure
components by performing routine maintenance and promptly fixing arising
problems. Within the framework of this project, stability of IT system operations
was improved.
2. Under this project, Service Desk services are provided 24×7 in two languages
(Russian and English).
3. The scope of provided services included 1st line support that envisions receiving
calls and service requests, service request processing and incident resolution.
ICL Services experts used efficient best practices of incident management and
service request handling as well as lean production.
4. During the service delivery period, ICL Services implemented a number of
projects including:
o design and implementation of Oracle Cluster built on Red Hat platform in
the data center;
o design and implementation of MS SQL cluster in the data center;
o implementation of Grid Control solution managing customer’s Oracle
5. A team of experts implemented solutions that make it possible to monitor Wintel
and UNIX servers in the absence of a unified monitoring system within Itella’s IT
infrastructure. In addition, ICL Services professionals succeeded in building a
process-based approach to change management and enhanced the efficiency of
interaction between teams involved in service delivery


As a result of cooperation with ICL Services, Itella is provided high quality IT
infrastructure maintenance services under the Service Level Agreement (SLA).
 Service team also performs quality control management, monitors compliance
with the set quality parameters and improves provided services on an ongoing
 A process-based approach to change management has been developed.
 Efficiency of interaction between teams involved in service delivery has been

Provided services

  • IT infrastructure management and development;
  • Service Desk and Call Center
  • Corporate applications support and management.

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