Tickets Resolved per Month: 500
Reduction in Incidents: 30%
Services Resolved per Month: 66%
Total Procedures: 86
Ingevity ESD PI System Support
Service Level Agreement: 24x7x365 for a Year
Location: North Charleston, South Carolina
Ingevity selected Casne's Engineering Service Desk (ESD) to support and monitor their AVEVA™ PI System. The ESD's mission was to continuously monitor the health of critical applications to guard against data loss in the event of an application, equipment, or network outage. Approach was based on the IT Infrastructure Library (ITIL), and all IT/OT management processes were centralized, allowing the client to focus on critical issues by efficient resource management, and documenting operational knowledge.
The Service Desk provides incident response and remediation, configuration management, service request management, maintenance, and bi-annual health assessments for Ingevity's AVEVA PI System. Operations users interact with the Service Desk by email and the web incident management/ticketing tool. These services included quarterly health assessments, planning sessions, continuous monitoring, and automated analysis and notification of immediate and potential system outages. For Critical Issues, the service level agreement requires a 1-hour initial response and a 4-hour resolution or escalation.
Scope of work included:
Incident management - receiving, validating, prioritizing, confirming, routing, tracking, and resolving abnormal conditions (incidents) in production systems.
Problem management - reviewing incidents to identify root causes, common failures, preventative actions, and improvements to eliminate future impacting events.
Patch management - acquiring, verifying, and installing patches (code changes) on existing applications and software tools on a computer or server.
Change management - maintenance of systems, servers, and software in a desired, consistent state.
Configuration management - receiving, coordinating, and documenting changes to the production system and the operational state of Ingevity's underlying equipment.
Preventive management - quarterly inspections of Ingevity's production PI Systems to identify abnormal conditions that are not evident through diagnostics.
The Service Desk is responsible for creating and maintaining technical documentation for all service desk activities. This is accomplished through ticket audits and working closely with Inegivity's technical staff and vendors. Examples include troubleshooting handling user access management, and operational data access requests.