IT services and solutions provider Data#3 has scored an integrated managed services project with real estate group McGrath Estate Agents.
The project came about as McGrath’s contract with its existing managed services provider was due to expire, so they took up the opportunity to go to the market, looking for an alternative. The real estate agent has 93 offices spanning New South Wales, Queensland, Australian Capital Territory and Victoria.
According to the publicly-listed IT provider, the scope for the managed service included everything from service desk to server support, through to backup and recovery management.
“A strategic managed service helps customers to focus on their core business and innovation, safe in the knowledge that assigned services or solutions are being confidently managed. It’s fantastic to see Data#3 working as a trusted extension of McGrath’s team, and we look forward to continuing to do so,” said Laurence Baynham, CEO at Data#3.
The skillset and the ability to balance risk and service performance along with meeting a tight timeline for transitioning to the new service, were some of the important factors for McGrath ICT operations manager Brett Kelly.
“I was looking for a partner with strong ITIL [information technology infrastructure library] skills, one that had the capability to manage high volumes, with good structure and good references,” Kelly said.
Specifically, Data#3 used its own service design methodology to collaborate with McGrath in the development of an integrated managed service,which entailed technical capabilities, support, governing processes and SLA requirements, all within McGrath’s budget.
In order to help meet McGrath’s specific requirements, Data#3 undertook a phased approach, which resulted in the delivery of core services ahead of their deadline. The two companies will also continue to improve and enhance the managed service.
“They were very accommodating to our needs, which made the transition process very smooth. Data#3 has demonstrated precisely the process maturity I was looking for,” Kelly said.
Using Data#3’s ITIL-aligned processes and integrated ServiceNow platform, has helped McGrath gain a further understanding of its requirements.
It also used a tool to help grasp which functions could be undertaken by Data#3, and what McGrath could retain in-house, providing them with visibility into service accountability across its vendor stack, and also using it as a future roadmap.