how we missed the deadline, but the client was satisfied
Hi all. In the previous article, I promised to talk about one of the localization projects, which was supposed to end on September 12. Let me point out right away that we didn’t meet the deadline. I'll tell you why in detail.
For those who are not familiar with my previous post, I will introduce myself: my name is Alexey Goryunov. I head the project office at ALP ITSM.
How does localization work?
Standard localization usually takes three to six months. During this time we go through several stages:
We conduct an audit of the IT infrastructure to determine which services need localization.
We conduct a series of interviews with the client, during which we identify business needs in the field of IT infrastructure.
We select suitable products.
We are working on a localization strategy.
We launch the project in test mode to evaluate how correctly the selected products work. If necessary, we replace one product with another, more suitable one.
We carry out an already tested and adjusted project, building a new independent IT infrastructure.
We migrate data from Western servers to Russian ones.
Setting up backup.
We switch the company to a new infrastructure and advise users on the operation of new products.
Localization project for a period of 1 month
Above, I described the standard localization steps that cannot be completely completed in one month. However, our regular client, a global German company with representative offices in different countries, approached us and set the task: to carry out emergency localization. At the same time, the client reported that within a month the Russian branches would be disconnected from all IT systems of the central foreign office.
Our company began to carry out the project, warning the client about the possible risks associated with the time limit for completing the work.
A small, but still advantage was that we were already supporting user jobs in this company. The rest of the infrastructure was kept under the control of foreign colleagues.
Project conditions:
Project implementation deadlines are very short;
there is no time to launch a pilot project;
80 jobs need to be relocated;
support from foreign colleagues is provided to a limited extent.
Services that need to be transferred:
postal service;
Sharepoint (a set of software products for corporate work with information);
OneDrive (a service for saving, synchronizing and sharing various files);
VKS (video conferencing service).
I note that initially the client planned to take the path of import substitution. However, testing any of the domestic or sanctions-independent products takes time. But it was extremely limited for us. Localization has become the optimal solution in this situation.
The client also expressed a desire to purchase Microsoft 365 through channels in other countries, since his employees were already accustomed to this product. However, such an approach would not be optimal and could create additional difficulties: for example, after a new round of sanctions, the client could be left without software products and without data. Therefore, we offered him solutions based on the LanCloud platform. This platform offers similar services to Microsoft 365, but with some differences in functionality.
Proposed solutions
As part of the project, we conducted an audit of the IT infrastructure, based on the results of which the following solutions were proposed:
Microsoft Teams. It was decided to replace the corporate communications platform Teams with Yandex 360, which is hosted on Russian servers, which guarantees security in case of any problems.
Microsoft mail service. The mail service was replaced by Yandex 360.”
SharePoint. Sharepoint (a set of software products and components for working with corporate information) was also replaced with SharePoint, but an older version of 2016 (the client had a license).
OneDrive Microsoft. The OneDrive cloud service has been replaced by the LanCloud business cloud.
As a result, we localized our solutions, and they retained the usual functionality as much as possible. The only difference is that now they are located on the servers of Russian cloud providers.
Equipment reconfiguration and data transfer
The transfer of services did not cause us any particular difficulties, but we encountered difficulties in reconfiguring the equipment necessary to ensure the ability to administer it. This was mainly due to the reluctance of our foreign colleagues to make contact.
CISCO
The NGFW Palo Alto firewall was used as a firewall, and all other equipment was from the Cisco vendor (Switch, AP). Since we were not given access, some of the equipment had to be reset to factory settings, and the other part was able to be accessed through console modes. During the reconfiguration of the NGFW Palo Alto, a system failure occurred, and after the reset the equipment no longer wanted to boot correctly. Experts spent a lot of time and effort restoring Palo Alto. Next, we had to look for a controller for Cisco access points, since it was located at the headquarters of our global colleagues. But in the end, all problems were solved successfully, and the customer was satisfied.
Antivirus
The American Cylance antivirus was installed on the users' computers. It was not possible to remove it locally due to the technical features of the solution (the OS simply stopped working correctly after removal).
To solve this problem, we needed the help of foreign colleagues, but IT specialists from the central foreign office did not want to meet us halfway. The reason is clear: they realize that this can lead to serious problems with the security of their systems.
There were only two weeks left before the Russian branches of the company were disconnected from the foreign office, and we had to use a trick: We completely disconnected the Moscow office from the global network, having agreed with the management. And then, having lost control, our Western colleagues began to act actively.
As a result, we were able to solve two problems. Firstly, our colleagues began to help us on other issues. Secondly, we began testing the system without connecting computers to a domain and removing unnecessary software.
By the way, we installed Kaspersky anti-virus on the client’s system. This product has proven itself to be the best not only in the Russian but also in the world market.
Encrypted hard drives
The hard drives on users' computers were encrypted using BitLocker technology. We successfully decrypted them, but after a while they were encrypted again. This was due to the application of group policies set by the global company, which were not reported to us, although we asked about it.
This task was also resolved simultaneously with the issue of disabling the antivirus – after we limited the access of foreign IT specialists to Russian offices.
Connecting to a domain
In order for the computers to be able to join the domain, we needed to set up a local domain. To do this, we had to reconfigure the equipment in the offices.
Protected files
Some employees of the client company worked with protected files. This meant that only certain users could open and use a protected Word or Excel document.
When we moved to a new domain, the accounts changed and access to these files became impossible. At the same time, we warned users about possible problems, but for some reason our warning went unheeded.
Our foreign colleagues also supported us in this matter. They helped decrypt, change and remove restrictions from files so that employees could continue working with them without any problems.
Transfer of mail data
Unfortunately, we were unable to get help from foreign IT specialists on the issue of downloading email data. In this regard, we were forced to independently retrieve information from a foreign Exchange mail server, creating local PST files for each employee.
As a result, several employees were left without archives. But it should be noted that this happened not through our fault, but because they rushed to interrupt the download process without waiting for it to complete.
The result of the IT localization project
We didn't meet the deadline. Mainly because we had to wait for employees who were on vacation or absent from work for other reasons.
And if our foreign colleagues had immediately met us halfway before we ourselves disconnected from their network, I think the process would have gone even faster.
In general, we, together with the customer, were preparing for a more difficult and problematic transition, but in the end he was impressed with our work and the quick solution to all problems that arose after they appeared. As a result, the client switched to another IT infrastructure smoothly.
I would like to add that the client is still considering the possibility of import substitution. In this regard, we are already preparing new projects, the implementation of which will be approached systematically, without haste, relying on the impressive experience of ALP ITSM specialists.
