About Us
About ICG
ICG is a technology consulting and software development services company based in Miami, Florida. It is minority certified with the state of Florida by the National Minority Supplier Development Council (NMSDC) and Service Disabled Veteran Owned Small Business (SDVOSB) certified by the Small Business Administration (SBA). With 10+ years in the cloud space, specializing in private cloud offerings such as VMware and ServiceNow, we are your partner of choice that can deliver the most cutting edge solutions and use cases. We aim to solve your pain points and challenges in the most user-friendly, seamless and practical way.
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Core Competencies
- IT Service Management Custom Solution Development
- Hyper Converged Infrastructure Strategy, Design and Deployment
- Expert API 3rd Party Integrator ServiceNow Platform
- Service Mapping Cloud Alerts Monitoring Design and Deploy
- Custom Dashboard Solution Development
- Datacenter, Network and Application Virtualization
- Business Workflow Automation Custom Solution Development (RPA)
- ServiceNow Scoped Application Development
- Virtual Agent AI Chatbot Custom Solution Development
- Automated Incident and Change Management Solution Development
- Cloud Management & DevOps
- VMware SDDC Design and Custom Solution Development
Use Case Studies
Project 01:
Automating Service Requests
American Research and Data Analytics Firm
About the Client
Our client is a large research and data analytics consultancy that provides businesses of all sizes with tools for image processing, data visualization, and theoretical experiments.
The Problem
Our client did not have a clear and efficient business process for managing its IT services. Users were expected to know technical information to submit even basic service requests.
The Solution
ICG worked with the client to develop automation that assisted users in finding and requesting the IT services they needed. Like a virtual agent, the automation delivered by ICG intercepted and categorized incoming requests based on natural language models.
The Result
The automation implemented by ICG affected 70% of incoming incidents, redirecting them towards existing automated service requests or simplifying the end-user experience of requesting their services.
Project 02:
Establishing a Consolidated Digital Workspace.
Top 5 Largest American Software Publisher
About the Client
The client offers a Managed Services program as part of their Experience Cloud offering. With thousands of customers around the globe and millions of assets to monitor, the company maintains a large and very well-equipped staff supporting the offering.
The Problem
Flaws in the digital workplace were making it difficult to meet demanding workflows, holding staff back and potentially preventing them from fulfilling strict SLAs.
The Solution
ICG worked through the inherent limitations within the client’s existing systems and delivered a consolidated digital workspace which allowed on call support to see issues without delay and in real time, improving the efficiency with which they execute service task
The Result
Using the consolidated digital workspace, Our clients on-call engineers have had a significant boost in productivity and reduced instances of stress during high-volume service times ultimately delivering overall improvements to customer service and improved quality of life for on-call engineers.
Project 03:
Automated Onboarding System
US Federal Agency Public Security
About the Client
Our client is one of the world’s largest law enforcement organizations. The client maintains a large cloud-based infrastructure to support operations across all border and customs checkpoints across the US.
The Problem
Our client had many manual processes dedicated to deploying new cloud infrastructure for development and onboarding resources into those environments. Admins tracked and manually updated spreadsheets and emails and check in multiple systems for simple requests to go through. Processing time could take weeks
The Solution
ICG developers worked with key stakeholders and the owners of the processes and data to bring the multitude of activities into the ServiceNow platform and drive automation of workflows, approvals, verifications, and change tasks.
The Result
A process that used to take weeks without proper governance now is reduced to minutes resulting in huge gains in efficiency and labor effectiveness.
Project 04:
Aria Operations 8.x Design, Deployment and Optimization
Top 3 Largest Delivery Logistics and Supply Chain Company
About the Client
As one of the largest multinational conglomerates in the world focused on transportation, e-commerce, and business services, our client operates a monumental infrastructure that requires visibility and an efficient way to manage operations.
The Problem
Our client has a massive physical and virtual infrastructure that must be monitored globally 24/7 in near-Realtime, to ensure business continuity and enable packages to be delivered on time. Proactive monitoring that notifies our client’s engineers of issues and outages is pivotal in the success of delivering packages and business-critical services to both internal and external customers.
The Solution
ICG achieving its objective of architecting, deploying, and stabilizing Aria Operations led to the minimization of performance issues, an effective backup strategy leveraging Continuous Availability (CA), a configured Single Sign-on for all Aria Suite products, the configuration of signed SSLcertificates, as well as a custom alerts strategy to monitor the entirety of our client’s physical and virtual cloud infrastructure.
The Result
With the enablement of real-time monitoring, there is now a solution to resolve complex and long outages, with improved uptime and a uniform approach to manage its infrastructure efficiently and effectively. Our client can now scale out alerts around the world with Aria Operations, and achieve multi-region Aria Operations deployments with the ability to monitor tenant workloads globally.
Project 05:
Cloud Foundation (VCF) and Aria Suite Solution Design and Implementation
Top 3 Largest Bank in the US
About the Client
Our client is one of VMware’s largest customers, the bank operates a monolithic global private cloud used to achieve an extensive list of business goals and cutting-edge requirements.
The Problem
With a massive and complex estate of geographically dispersed data centers that support its global private cloud and internal networks, the bank needed a way to scale and centralize its cloud infrastructure and a team with the experience and knowledge to architect, implement, and integrate VCF and the Aria Automation product stack.
The Solution
ICG architected and operationalized the bank’s cloud infrastructure by deploying (3) greenfield VCF management and workload domain instances across (16) physical racks using automation which included VMware’s core components (vSphere, ESXi, vCenter, vSAN), NSX, Salt Stack and the Aria Suite. Used SDDC Manager to create new clusters and increase the number of available resources in the environment, and created logging, Telemetry, and a monitoring strategy to provide security for the SDDC. as well as built custom AWS API automation and created customdashboards to monitor VDI performance.
The Result
Our client experienced a 40% increase in the rate at which new VCF instances were deployed across the bank’s enterprises while strengthening the security of their estate by implementing proper logging and monitoring, minimizing performance issues by 30% and diminishing configuration drift through automation resulting in a stable and consistent cloud infrastructure.
Project 06:
Cloud Foundation (VCF), Architecture Design & Deployment
Top 2 Telecommunication Company in the US
About the Client
As one of the largest telecommunication conglomerates in the world, our client is a global leader in delivering broadband and other wireless services to consumer, business, and government clients.
The Problem
With an ever-evolving innovation landscape, speed to market has become a vital part of the success of any large enterprise. The time taken to deliver services or remediate outages is pivotal in the success of delivering business-critical services to customers. To this end, our client’s strategy to accelerate its development and provisioning of services faces both IT and business functionality challenges.
The Solution
ICG designed a VCF solution that provides a self-service portal via Aria Automation for our client’s application and support teams, to manage and deploy virtual machines into both VCF and Brownfield environments. The solution includes the centralization of VCF and Brownfield infrastructure monitoring, infrastructure logging, and automation to recover from hardware failures on the computer cluster level, as well as the ability to abstract and pool compute and storage resources.
The Result
With a well-thought-through and tested solution in place, VCF can now resolve complex and long delivery times for applications, has improved development lifecycles, and has a uniform approach to automation. The result is the ability to scale and leverage existing tenant networks across the physical infrastructure, and achieve multi-region VCF deployments with ease, enabling the migration of tenant workloads across the Eastern and Western regional data centers with a standardized toolchain across the organization resulting in the acceleration of the delivery of services, the visibility to resolve issues in real-time and address outages much quicker than before.
Use Case Studies
Automating Service Requests
Data Analytics Firm
Our client is a large research and data analytics consultancy that provides businesses of all sizes with tools for image processing, data visualization, and theoretical experiments.
Our client did not have a clear and efficient business process for managing its IT services. Users were expected to know technical information to submit even basic service requests.
ICG worked with the client to develop automation that assisted users in finding and requesting the IT services they needed. Like a virtual agent, the automation delivered by ICG intercepted and categorized incoming requests based on natural language models.
The automation implemented by ICG affected 70%
of incoming incidents, redirecting them towards existing automated service requests or simplifying the end-user experience of requesting their services.
Establishing a Consolidated Digital Workspace.
Top 5 Largest American Software Publisher
The client offers a Managed Services program as part of their Experience Cloud offering. With thousands of customers around the globe and millions of assets to monitor, the company maintains a large and very well-equipped staff supporting the offering.
Flaws in the digital workplace were making it difficult to meet demanding workflows, holding staff back and potentially preventing them from fulfilling strict SLAs.
ICG worked through the inherent limitations within the client’s existing systems and delivered a consolidated digital workspace which allowed on call support to see issues without delay and in real time, improving the efficiency with which they execute service task
Using the consolidated digital workspace, Our clients on-call engineers have had a significant boost in productivity and reduced instances of stress during high-volume service times ultimately delivering overall improvements to customer service and improved quality of life for on-call engineers.
Automated Onboarding System
US Federal Agency Public Security
Our client is one of the world’s largest law enforcement organizations. The client maintains a large cloud-based infrastructure to support operations across all border and customs checkpoints across the US.
Our client did not have a clear and efficient business process for managing its IT services. Users were expected to know technical information to submit even basic service requests.
ICG developers worked with key stakeholders and the owners of the processes and data to bring the multitude of activities into the ServiceNow platform and drive automation of workflows, approvals, verifications, and change tasks.
A process that used to take weeks without proper governance now is reduced to minutes resulting in huge gains in efficiency and labor effectiveness.
