The Managed Services partnership started in 1997 and is still going strong today with DNS IT being their key IT provider. IT services included are:
This selective outsourcing model has the core ICT assets owned by the customer, with IT Management services and IT projects supplied by DNS IT (e.g. relocations, telephony, unified communication etc).
Telco carriage services, in voice and data, are managed by DNS IT although all of these services are provided directly by Telstra.
DNS IT provides a flexible and variable cost model based on the quantity of users derived from Active Directory (AD).
This assumes a bi-annual audit whereby pricing is reviewed and maintained providing the variance is less than 10% from baseline.
As benchmarked against other divisions and comprising both in-sourced and outsourced models, the DNS IT Managed Services model equates to an average of 34% saving in network management costs.
Throughout the last 10 years, the client has continually benchmarked this model against a variety of Tier 1 suppliers, and the result has been multiple renewals of the DNS IT Services and Support contract during this period.
The selected DNS IT Service Desk model comprises Level 1, Level 2 and Level 3 resolver groups working on a target 80% First Call Resolution (FCR).
The user community has a high percentage of blue collar workers and DNS IT developed highly effective support processes designed for this type of infrequent computer user.
Over time, we have worked to improve the efficiency of end user requests (e.g. BlackBerry provisioning, new user provisioning, etc) via online self-services portals and other methods.
This has reduced the workload on the Service Desk and resulted in a commensurate improvement in end-user satisfaction as shown through annual user surveys.
Together, the client and DNS IT deliberately elected to implement a shared responsibility model for integration.
This has resulted in DNS IT maintaining a rigorous Change Management process to ensure end-to-end application integrity for the end-users.
The dedicated Customer Service Delivery Manager from DNS IT is responsible for the ongoing IT services delivery and the interface with the business. This is the key management point for DNS IT services.
This dedicated person has experienced the difference in value that is represented by the DNS IT delivery model versus the other models used in other areas of the wider group.
DNS IT is offering their customers a unique and highly value added Shared IT Services model to ensure maximum flexibility and return on investment from their Managed Services Agreement.
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"I would like to thank you and your team for a job well done over the Australia day weekend when our IT storage infrastructure was upgraded. This task was significant, as dealing with customer data is always tricky. DNS IT project managed the upgrade well. Impressive was the collaboration between third party providers."
Global Manager Information Services,
"DNS IT have supported us in the relocation and establishment of two offices within short timeframes to accommodate over 100 people to meet our specific project needs on the Cross City Tunnel. The planning and support has been first class which resulted in seamless delivery without disruption. The staff at DNS IT are great to work with, nothing is too hard! "
Project Manager,
"DNS IT has been supporting our wide area network and providing integration services to our company for more than 8 years. Their service and commitment to every task has been impeccable."
IT Manager,
"The service provided by DNS IT was professional and reliable. It made the process of moving offices much easier, even enjoyable."
President,
