CES ITSM & Network Stabilization for a Global Tech Provider
A technology services provider in APAC faced stability risks across file, mail, and reporting services due to firewall bloat, flat VLAN design, missing logs, and weak change controls. CES stabilized the environment through firewall rule optimization, VLAN segregation with QoS, centralized logging, and ITSM-aligned access and change governance – restoring performance, visibility, and control.
Scroll down for the whole story
The Challenge
Flat Network & Traffic Contention
the client
Technology, Information & Media
Technology Stack
- ServiceNow ITSM (Change Management, Access Control Governance)
- Enterprise Firewalls
- External Log Management Server (Syslog/SIEM feeder)
- VLAN-Based Network Segmentation
- QoS for Voice & Video Traffic
- EtherChannel & Fiber Uplinks
- On-Prem Network Switching & Storage Infrastructure
Solution Area
- IT Infrastructure Stabilization & ITSM-Aligned Network Operations
the impact
More Predictable Service Availability
Lag-Free Voice & VC
Centralized Admin & Reporting
Easier Scale-Out
The shift was infrastructure-led. The result?
A governed, high-performance network.
The Need
The organization delivers equipment and services to customers worldwide and depends on synchronized internal portals, file servers, mail systems, and FTP-based scheduled reports. However, the underlying infrastructure had grown organically: firewalls were overloaded, VLAN designs were inconsistent, logs were incomplete, and core changes were poorly governed.
- Leadership needed a stabilized, well-segmented network and operations model that could:
- Keep real-time applications (file, mail, FTP, voice, VC) consistently available
- Centralize logging and reporting across multiple clients
- Enforce access control and change discipline through an ITSM-aligned model
- Create a foundation that could scale without major hardware refresh
Challenges
- Unreliable Application Performance: File, mail, and FTP-based reporting suffered from inconsistent availability.
- Weak Logging & Capacity Control: Firewall storage was near exhaustion; logs were incomplete with no external repository.
- Flat Network & Poor Segregation: Servers, management, and user VLANs lacked proper isolation and gateway discipline.
- Change & Governance Gaps: Firewall rules violated SOPs, and device changes lacked documentation or control.
CES aligned the infrastructure with ITSM practices and rebuilt the network foundation for availability, visibility, and control.
1. Firewall Optimization & Centralized Logging
- Cleaned up inconsistent and redundant firewall rules
- Deployed external log server for long-term storage and scheduled reporting
- Restored firewall performance by offloading local disk usage
2. Network Segmentation & Quality of Service (QoS)
- Segregated server, management, and user traffic into dedicated VLANs
- Simplified gateways and reduced broadcast noise
- Prioritized voice and video traffic using QoS
3. Access Control & Change Governance
- Implemented role-based access on firewalls and core devices
- Established ITSM-aligned change management procedures for day-to-day configuration updates
- Enforced documentation for all core infrastructure changes
4. Resilient Uplinks & Scalable Design
- Deployed EtherChannel and fiber uplinks for redundancy
- Load-balanced traffic across distribution and wireless layers
- Enabled fast VLAN expansion without redesign
- Centralized Administration & Reporting – Multi-client data and logs are now managed from a central platform, improving visibility for operations and security teams.
- Lag-Free Voice & VC – QoS and segmentation ensure collaboration traffic runs smoothly, even during peak usage.
- Reliable Internal Resource Availability – File servers, mail communication, and FTP-based reporting are available more consistently, reducing downtime for end users.
- Performance Gains from Existing Hardware – Reconfiguration and rule optimization delivered better performance without large capital spend.
- Faster, Easier Provisioning – VLAN design and uplink architecture support rapid provisioning of storage, compute, and new segments as business demands grow.
strategic client partner
Take the Next Step
Looking to stabilize your core infrastructure and align network operations with ITSM best practices? Let’s design a network and governance model that keeps your services fast, available, and auditable. Talk to our Strategic Client Partner.
connect now!