Service management conference in August
IT vendors, partners and end-users come together in Melbourne next month for the IT Service Management Forum (itSMF) – a user group that uses IT partners to increase service management. The event – which takes place at Melbourne’s Grand Hyatt Hotel on August 2-4 – includes workshops, keynote speakers from Australia and overseas, plus an extensive technology expo. Twenty-four breakout sessions will include themes such as the business value of IT service management, case studies and IT service management best practices. Organisers claim registrations have, so far, been better than last year and should top the 150 attendees in 2003. itSMF Australia president, Brian Jennings, said IT systems and applications had become critical to businesses. Service management solutions were about having a total view of everything that is happening in relation to IT operations and support.
UCMS wins three-year Alinta outsourcing deal
Business process outsourcer, UCMS, has won a three-year deal to do back office work for energy company, Alinta Network Services (ANS). Services will include contact management and business processing operations – including round-the-clock customer fault assistance – helpdesk and network billing. UCMS chief executive, John Paddick, said the ANS deal was a significant shift for his company because back office processes represented most of the contract. This trend would be further fuelled by a long-term partnership due to be signed with a major UK business process outsourcer, he said. “It will enable the Australian private and public sector to improve efficiency with back office processes,” he said. “We will import more than 15 years of experience and business knowledge, particularly in the public sector. The deal will accelerate the learning of corporate Australia.”