Binaria de Grupo CGE – Case Study
“We were looking for a unified management console that would simplify and centralize user account management and provisioning across our Active Directory, Exchange and, at a later stage, SAP, HR management system and others.”
Binaria is the Information and Technology Communications subsidiary of the CGE Group, one of South America’s most important energy conglomerates.
Binaria’s help desk consists of 15 operators who manage 5,000 users across nine companies at CGE Group. ServiceControl was implemented to simplify and centralize user account management and provisioning in Microsoft Active Directory, Exchange, and as part of phase two of the implementation, in SAP, the company’s HR system and others.
“We need to manage multiple systems,” said Nelson González Moreno, Director of IT Operations at Binaria for the CGE Group. “And each IT system has its own management console. These tools tend to be very complex and they require administrator access for help desk staff to make changes.”
“Our help desk operators had to attend external training sessions to learn how to use these tools,” continued González Moreno. “It was difficult to delegate management tasks to staff without this costly training – and there was always the potential for errors due to the complexity of the native management tools.”
“What we really needed was a unified management console that would allow us to simplify and centralize user account management and provisioning across our Active Directory, Exchange and, at a later stage, SAP, HR management system and others.”
ServiceControl is a Web 2.0 platform that unifies user management and access control for Active Directory, Exchange, SAP, Oracle, SQL databases, OpenLDAP, HR systems and others. It enables help desk operators and junior administrators to carry out delegated management tasks without requiring administrator privileges, special permissions or access to the native management applications. All changes made in ServiceControl get written to and audit log. This helps companies with security audits and enables security teams to quickly identify who made certain changes to internal IT systems.
“The ServiceControl team provided a great deal of support as we evaluated the product,” said González Moreno. “We configured ServiceControl management profiles with the tasks that we would assign to each one of our help desk operators. Now, from a single Web 2.0 application, the help desk can manage only those accounts that are assigned to them. And they can do so much more quickly and without external training.”
“ServiceControl is not an invasive application for Active Directory,” said González Moreno. “ServiceControl’s audit capabilities and full log of changes helped us a lot during our last internal security audit. We plan to incorporate more systems, such as our SAP and HR systems, to get even more value from ServiceControl.”
“We currently have 10 help desk operators who use ServiceControl daily and this number is increasing,” said González Moreno. “ServiceControl has made life easier in our IT department. We see huge potential for this solution not only at Binaria and the CGE Group, but also among other Chilean companies that are looking to make their user account management, provisioning and audit processes more efficient.”
“ServiceControl has quickly become a critical application at Binaria,” said González Moreno. “The feedback we have received from our help desk staff has been very positive. ServiceControl has helped us to standardize our user account creation processes. Accounts are created more quickly, with fewer risks in terms of task delegation, and with the appropriate access control restrictions.”