L3 Support and Platform Development for an IT Management Solution

Client background

Our client is a leader in software-defined IT operations. Its solution gives IT teams visibility across the entire IT stack, from network devices to applications. It collects machine data and uses it to build real-time IT service models. These models train machine learning algorithms to predict and prevent outages in hybrid IT environments, which reduces both downtime and IT spend.

Business challenge

The client operates in a highly competitive market. To protect its leadership position and keep growing, it needed to:

• Increase market share
• Keep delivering innovation
• Balance on-premises and cloud offerings

Project description

The client offers an open source IT management solution with a single, web-based console. Users can see the status and health of their infrastructure in one place.

The solution starts by discovering managed resources: servers, network devices, and other components in the IT environment. From this, it builds a detailed inventory and configuration database. The inventory goes down to the level of resource components, including interfaces, services, processes, and installed software.

Once the infrastructure is discovered, the solution automatically monitors the performance of each device. Its event and fault management features connect to the configuration database. They automate everyday notification, alerting, escalation, and remediation tasks, so teams work more efficiently and productively.

The client set clear business goals and worked with SoftServe to reach them. Our collaboration covered four areas:

• L3 support. We helped the client resolve customer-specific issues and concerns as quickly as possible.
• Extension development. We researched industry trends and new technologies with the client, then extended the solution based on what we found. This helped the client keep pace with the market, keep existing customers satisfied, and attract new ones.
• Platform development. We partnered with the client to improve and support the platform.
• Professional services. We worked with the client’s team to deliver custom services for individual customers, helping them meet their business needs and grow.

Technology stack

Value delivered

Through this collaboration, the SoftServe team delivered:

• Platform support and extension
• Plugin implementation
• Product feature customization for specific end-client needs
• Market trend research and implementation
• Product testing
• Automated product testing

SoftServe worked as an extension of the client’s own team, covering customer support, platform development, and research. The client could respond faster to customer needs and keep its product aligned with market trends. That supported its goals of growing market share, delivering innovation, and offering a balance of on-premises and cloud.