World Vision Australia
After having designed, implemented and tested a new Enterprise Intranet portal for World Vision Australia (WVA), IBSA were engaged to provide ongoing maintenance and support in the form of a managed Service Level Agreement.
WVA required additional support services to manage their portal which provided publishing and collaboration services to their 600 users. IBSA have provided the support services for over 2 years and the scope of the agreement includes:
- Third level support and maintenance services through an ITIL based Service desk for designated software platforms and the core user portal software and underlying dataset
- Software Maintenance on the server farm
- Issue Monitoring & Usage Tracking
- Governance and Operations support
- Ad-hoc consultancy and planning services
Relevance of work to the required services:
As part of the maintenance & support agreement, IBSA provided all the necessary support and maintenance services core to the SLA, namely:
- Ability to log issues/call on the Issue Tracking service
- Regular support management reports
- Scheduled software server maintenance
- Scheduled monitoring and usage reporting
- Management of Minor system updates
- Management of upgrades to applications
- Installation and testing of patch releases
In addition we provided a number of key planning and consultancy services including
- Documentation of Operations and Governance Plans
- Design and build a 64 bit server infrastructure
- Migrate the information portal to the new environment with no user downtime
- Design, development, implementation and support of a number of enterprise workflows
