| Client | TurkStream Pipeline |
|---|---|
| Sector | Energy |
| Locations | Istanbul and Kıyıköy |
| Scope | End-to-end IT outsourcing: server and network management, on-site field support, SLA-based support, security monitoring |
| Model | Ongoing managed service under an SLA |
About the Project
We provide end-to-end IT outsourcing services for TurkStream Pipeline’s operations in Istanbul and Kıyıköy. In the pipeline operation of a global energy company, keeping the IT infrastructure running without interruption is as important as the operation itself. Because the pipeline operation is spread across two separate locations, the IT service also had to be delivered at both sites with the same quality and the same structure. For that reason we did not design the service model as support that only steps in when something breaks, but as a structure built around continuity. We run the service under an SLA.
The Need and the Problem Solved
The need was uninterrupted, professional IT support at two different locations. Delivering the same service quality at two geographically separate operating sites requires both remote management and on-site intervention capability. The goals were:
- Managing the server and network infrastructure to a single standard
- Providing on-site field support in Istanbul and Kıyıköy
- Defining the service with an SLA and securing its continuity
- Making security monitoring part of the service
Our Solution
We set up an IT outsourcing model covering server management, network infrastructure and field support. In this model the company obtains its IT operations from an external provider without building a separate in-house team. The components of the service are:
- Server and network infrastructure management: regular monitoring of servers and network devices, controlled configuration changes and fast response to potential issues.
- On-site field support: handling hardware and user requests that cannot be resolved remotely, on location in Istanbul and Kıyıköy.
- SLA-based support and service continuity: tying the service to a written framework in which both parties know how quickly each type of request will be handled.
- Security monitoring: helping to detect unusual events in the infrastructure.
The value of this model comes from putting the scope of the service and the response expectations in writing through the SLA. When there is more than one location, using the same process, the same record-keeping and the same reporting approach for every site becomes essential; we work on this principle in the Istanbul and Kıyıköy operations as well. Penetration testing, which tests systems against attacks that may come from outside, can sit alongside this model as a complementary service.
Process
Because this project is an ongoing service rather than a software build, the process consists of setup and operation steps. The steps below describe the general order we follow in IT outsourcing engagements of this kind:
- Analysis: the server, network and user needs at each location and the response times expected from the service are identified.
- Service design: scope and response expectations are written into the SLA; the same process, record-keeping and reporting structure is defined for every location.
- Rollout: remote management and on-site support workflows are started, and security monitoring is introduced as part of the service.
- Operation: requests, interventions and changes are recorded in the same way; service quality is assessed within the SLA framework.
Results and Benefits
By working with the same SLA and reporting structure at both operating locations, we delivered uninterrupted, SLA-backed continuity of IT services. Because the service depends on processes rather than individuals, it is possible to trace retrospectively which work was done at which location. The lesson we took from this project: when serving more than one location, a single process standard is critical. In sectors such as energy, where a halt in operations can have serious consequences, running all components together and to the same standard determines how reliable the IT service is.
We apply the same model with Anahat Holding and with Vezne 24 and Pratik İşlem.
Discuss a Similar Project
If you are planning SLA-based IT support for your company, take a look at our IT outsourcing services. If you want your infrastructure tested against external attacks, see our penetration testing services. For dedicated IT staff, see outsourcing services.
Let’s talk about your project: tell us what you need and we will prepare a written proposal covering scope, timeline and cost. Call us on +90 850 335 10 87, message us on WhatsApp, email info@360-soft.com or use our contact page. You can also browse our other case studies.
This case study is a localized version of our reference page in Turkish: Türkçe.
