IXcellerate Customer's Personal Account

Main article: IT Service Management (ITSM)

2024: Move to SimpleOne ITSM platform

IXcellerate on June 4, 2024 provided customers with opportunities to manage colocation services. The company has expanded the functionality of the Personal Account, consolidating all the information necessary to work with the data center. In addition to the standard functionality − to issue access rights and open applications − IXcellerate customers have the opportunity to place orders and manage standing places posted to different sites.

The modernization of the Customer's Personal Account is a step in the development of the service management system, the creation of which began in 2022. To provide customers with a convenient tool for interacting with support, IXcellerate migrated to the Russian ITSM the -platform. SimpleOne Based on it, the company has combined an external portal for customers and an internal portal to which the departments of customer service, departments, sales, IT accounting and are connected. HR This transformation made it possible to make the process of execution of external and internal applications as transparent and operational as possible: from the moment of launch, all appeals are carried out and taken into account exclusively through a single platform.

The updated version of the Personal Account contains information on key services:

• list of all signed documents - contracts and orders for services with status of execution,
• register of all client server racks for all data centers and campuses, indicating the type of accommodation, service order numbers and data on connected cross-connects,
• a list of all customer requests that can be filtered, as well as request templates for ordering new services,
• level of access and rights for authorized employees and representatives of the customer,
• reference information, regulations, references to instructions.

Information protection and high availability of data in the LAN are achieved through the implementation of advanced information security solutions, including proven libraries and the use of vulnerability scanners, fault-tolerant software configuration, source code analyzers, encryption and tunnels for accessing critical data, etc. The company provides protection and confidentiality in accordance with the requirements of the international standard ISO/IEC 27001:2022. In the event of unforeseen situations or technical problems, daily backups are carried out to preserve the data.

At the next stage, IXcellerate plans to integrate a number of important indicators for the services provided into the Personal Account. By the end of 2024, customers will be able to track power consumption and load on placed racks, request reports on individual parameters, as well as receive notifications (alerts) in case of deviations from contracted parameters.

The work of a modern data center cannot be imagined without digital services for interacting with customers. A fully functional personal account is not a luxury, but a need for every self-respecting data center service provider. This is an indicator of the quality of our work along with the level of reliability, energy efficiency and other important parameters. All customers should be able to manage their services remotely: see current and order new services, change the configuration of accommodation, analyze and pay bills, regulate performance, etc. We are developing our customer experience taking into account the growth of capacities and new trends in the transformation of customer experience. Our goal is to introduce a complete digital assistant that will make the rack management process as comfortable as driving a premium car, said Galina Zhuravleva, director of customer service IXcellerate.