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RME Global

RME Global

Introduction

With what started around 25 years ago as a small company with just one employee, Russell Mineral Equipment (RME) today has become a global company with a presence in over 50 countries. It now has employed a few hundred employees. We got a chance to speak to Mr. Jim Garvey, who like the company, has grown over the years managing various end points in IT, ranging from infrastructure-management, service tickets to IT security. He has a team of ten people who help in keeping the IT services up and running for RME.

“It took us just 14 days to decide on the product after a brief POC period.
The value and features that IT360 provides is much more than the price it demands.”

- Mr. Jim Garvey, IT Manager, RME.

“We have become a ManageEngine shop. It becomes easier to deal with a vendor who touches almost every node of the IT-management with its easy-to-use product line. With storage-monitoring now being part of IT360, you guys have hit the nail right on the head.”

Operational Challenges:

Starting with his IT360 experience Jim says “IT360 has been a game-changer for us. Earlier we were intertwined in the midst of different products from Zenoss and RT, which could never give us a complete picture. IT360, with its centralized dashboard, has enabled us to gain a better visibility of our entire IT infrastructure.

RME like most of the enterprises has heterogeneous IT infrastructure ranging from Juniper and Cisco switches to a Citrix Xen server for virtualization and Netapp for storage. RME’s modern approach to IT had made the task for Jim and team a little tougher since managing these infrastructures with various tools was making them susceptible reactive to outages.

I wanted to reduce the man-hours spent in analyzing the root cause of a breakage and wanted us to be more proactive to avoid similar incidents to occur in the future. Only a tool which gives us complete visibility with RCA could reduce the analyzing time. The ticket-handling area also needed to be handled from a single console, so our requirements were pretty clear.

An Integrated IT Management solution

Jim and his team evaluated a few tools in the market before being introduced to ManageEngine IT360. For his evaluation Jim was given a 30-day evaluation pack of the full build of the product. “It took us just 14 days to decide on the product after a brief POC period. The value and features that IT360 provides is much more than the price it demands.

RME manages its entire IT infrastructure from a centralized Network Operations Center (NOC). Today Jim and his team use various tools from ManageEngine to solve their IT problems in desktop-management, password-management, storage and active directory. On being asked about this, Jim was quick to respond “We have become a ManageEngine shop. It becomes easier to deal with a vendor who touches almost every node of the IT-management with its easy-to-use product line. With storage-monitoring now being part of IT360, you guys have hit the nail right on the head.

Customer support has also played an integral role in ManageEngine’s success. On being asked about Jim’s experience with IT360’s technical-support team, he says “Support has been great with timely responses from the team. Also, I can see new features being added with every release. As a customer it’s great to see the product evolving at this pace. We have few feature requests, which I’m sure will be addressed soon.

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