When the Department of Human Services (DHS) were due to renew various managed services contracts, the Minister announced a new five year deal with Telstra as the single supplier for the Department’s managed telecommunication services. The contract required Telstra to consolidate the services and to deliver improved support for telephony, data, video conferencing, and contact centre solutions.
Telstra had strong project delivery experience in transition and transformation programs, although a gap existed in their Service Management capability to provide services to customers. They required third party expertise for the documentation of multiple processes and procedures (with comprehensive testing to ensure validation of requirements and compliance to SLAs) of ITIL-aligned Service Management across all DHS product and service offerings within a stringent contracted timeframe.
Terra Firma defined the scope for each process and undertook requirements and gap analysis with Telstra and DHS stakeholders to identify existing documentation, required improvements and opportunities to apply ITIL features.
Using this information, we designed and documented a full set of ITIL-aligned processes with work instructions, tailored to the contract and Service Level Agreements (SLAs).
In the course of this work, we noted the need for, and delivered, additional Governance, Financial Management and Relationship Management documentation.
Terra Firma then developed a test strategy, planned and executed the testing and validation of the procedures, which were accepted by the client.
Telstra was then able to confidently manage the transition of the DHS account by implementing the Service Management Procedures for the effective support of the contracted telephony services.
Terra Firma’s experience in delivering Service Management capability resulted in effective operational support for DHS and improved the reliability and security of Telstra’s critical IT services. It ensured that appropriate work flow, escalation, resolution and communication practices existed between Telstra and DHS business areas.