One of Australia’s largest superannuation administrators, Superpartners, uses HP Business Availability Center to try and optimise the availability, performance and effectiveness of its business services and applications.

HP Business Availability Center has assisted us to see the actual performance of our systems as experienced by our customers. It provides us with an early warning system and we can drill down to the transaction level to examine potential issues. We now have improved our ability to pinpoint exactly where a problem might be and fix it before our end-users experience degradation in our systems.

March 2009

With a mission to achieve efficiency and effectiveness through operational excellence, Superpartners sought to strengthen the end-user experience by gaining greater visibility into its IT infrastructure. The company turned to HP and adopted a Business Technology Optimization (BTO) approach to optimize the availability, performance and effectiveness of its business services and applications with HP Business Availability Center software.

Objective

To try and maximise the end-user experience, Superpartners sought to proactively monitor IT availability and performance

Approach

Superpartners adopted an HP Business Technology Optimisation (BTO) strategy with HP Business Availability Center software as the centrepiece in its application management strategy

IT improvements

  • Problems isolated, and issues resolved efficiently and effectively
  • Increased the quality of services to the business, its customers and employees
  • Better understanding of the complexities and interdependencies of the IT infrastructure including networks, systems and applications
  • Improved SLA compliance and reduced exposure to risk

About Superpartners

Superpartners is one of the largest superannuation administrators in Australia, employing over 1,500 people in eight offices Australia-wide. The company services about 6 million member accounts, 667,000 employer accounts and has over $72 billion in funds under administration.

Recognising that technology is a key enabler of its success, Superpartners develops core applications in-house, and sources third party products and services that complement its offering. Operating a business on considerable scale and complexity, the company has embraced a service-oriented technology strategy with business efficiency and service delivery as its focal points.

Industry

Superannuation

Taking a Proactive Approach and Gaining End-to-End Visibility

In supporting such a large user base, Superpartners is keenly focused on ensuring its business processes and technology operations deliver value to the business. Prior to implementing HP Business Availability Center, the company had outsourced monitoring of its infrastructure, which proved limiting. And with the growth of the organisation’s application portfolio, the need to comprehensively and proactively monitor the health of its systems became increasingly apparent.

Gary Evans, Chief Information Officer, Superpartners explains, “We needed to gain a better understanding of our environment and we wanted to become proactive and respond more effectively to incidents. The early warning systems that we had in place just weren’t enough. We also wanted a more accurate way to determine if we were meeting our Service Level Agreements. Put simply, we needed a comprehensive application management solution and HP Business Availability Center met our requirements.”

Partnering to Fast-Track Time to Benefit

To facilitate deployment, Superpartners engaged HP Business Partner, JDS Australia, experts in software testing and monitoring with HP solutions. JDS provided specialist services in application monitoring to help Superpartner realise value from its HP investment. Steve Smith, General Manager (Victoria) JDS says, “Superpartners was quick to recognise the benefits of application monitoring, particularly in terms of enhancing their end-user services. In a matter of weeks they were monitoring the availability and performance of their application, and gaining true end-to-end visibility into what was happening behind the scenes. By having access to vital and detailed information about their systems, they can now be appraised of issues ten minutes before their end-users experience an outage, and begin resolution.

“Overall, Superpartners is realising the benefits of proactive visibility and access to a consolidated end-user and infrastructural view of their application performance. They have achieved much improved SLA compliance and have considerably reduced risk. We are delighted with the outcome and believe that the collaborative approach we established with Superpartners is the key to success.”

 

We have improved the quality of our services and are benefiting from increased productivity by having the ability to concentrate resources where needed and by achieving generally quicker resolution time. We have also enhanced SLA compliance and we have improved reporting on both infrastructure and application availability. Finally, the synthetic monitoring that HP Business Availability Centre provides reduces our application deployment risk and we have gained confidence that our applications will perform as intended.
Gary EvansCIO, Superpartners
Not only are we are also enabling a much more efficient environment, but we are delivering better governance, particularly around our SLAs.
Gary EvansCIO, Superpartners
Superpartners is realising the benefits of proactive visibility and access to a consolidated end-user and infrastructural view of their application performance. They have achieved much improved SLA compliance and have considerably reduced risk. We are delighted with the outcome and believe that the collaborative arrangement we established with Superpartners is the key to success.
Steve SmithGeneral Manager, JDS Victoria

Fast Resolution of Problems, Productivity Gains, and Reduced Risks

A comprehensive business application management solution, HP Business Availability Center has allowed Superpartners to monitor the health of its systems. Specifically, the organisation is keeping a close eye on the end-user experience, continuously isolating problems and assessing the status of key services and applications.

Gary explains, “HP Business Availability Center has enabled us to see the actual performance of our systems as experienced by our customers. It provides us with an early warning system and we can drill down to the transaction level to examine potential issues. We now have the ability to pinpoint exactly where a problem might be and potentially fix it before our end-users experience degradation in our systems.

“In addition, HP Business Availability Center has helped us better understand the complexities and interdependencies of our IT infrastructure including networks, systems and applications. In turn, this provides us with the information we need to diagnose, isolate and fix problems quickly to maintain business continuity. As a result, we have improved the quality of our services and are benefiting from increased productivity by having the ability to concentrate resources where needed and by achieving quicker resolution time. We have also enhanced SLA compliance and we can now report on both infrastructure and application availability. Finally, the synthetic monitoring that HP Business Availability provides reduces our application deployment risk and we have gained confidence that our applications will perform as intended.”

Project Outcomes

Business Benefits

  • Improvements to the performance and availability of Superpartners’ IT Infrastructure and Applications
  • Association with JDS Australia delivered fast time to value
  • Gained true end-to-end visibility of its systems to improve the end-user experience
  • Improved service quality, increased productivity and gained confidence in the availability and performance of its applications.
  • Operational efficiencies, alignment of business and IT, and delivery of better governance

Better Governance and Future Plans

Today, Superpartners’ Technology team is able to undertake forward planning, proactive management and maintenance of its systems, instead of functioning in a reactionary state. This is delivering added benefits as the organisation’s business operations and future direction can be fully supported by a high-performing technology infrastructure, capable of adapting to market changes.

Gary elaborates, “We are yet to capitalize on the full potential of HP Business Availability Center. We still have additional functionality and capabilities to leverage to further optimize our systems, but we’re now in a strong position to react and fix issues quickly. Not only are we also enabling a much more efficient environment, but we are delivering better governance, particularly around our SLAs.”

Looking to the future, we are aiming to ensure HP Business Availability Center is rolled out across all our application environments. This will enable us to gain true alignment between our monitoring capabilities and our user experience, to achieve end-to-end optimization of our services and applications.”

On the whole, HP Business Availability Center is enabling Superpartners to manage and optimise the quality, performance and effectiveness of its business services and applications.

Our team on the case

Preparation is key.

Daniel La

Delivery Manager

Length of Time at JDS

10 years

Skills

Enterprise Monitoring, Service Management, Configuration Management, and Testing.

Workplace Solutions

Primarily my role is to oversee our service delivery engagements and to provide our consultants with support and guidance. Day to day work – HECTIC.

Workplace Passion

Tackling complex technical problems.

Innovate, perform, share and foster teamwork

Samuel Abdelsayed

Consultant

Length of Time at JDS

8.5 years

Skills

Development, automation and orchestration, operations, monitoring, diagnostics.

Workplace Passion

Automation

 

Why choose JDS?

At JDS, our purpose is to ensure your IT systems work wherever, however, and whenever they are needed. Our expert consultants will help you identify current or potential business issues, and then develop customised solutions to suit you.

JDS is different from other providers in the market. We offer 24/7 monitoring capabilities and support throughout the entire application lifecycle. We give your IT Operations team visibility into the health of your IT systems, enabling them to identify and resolve issues quickly.

We are passionate about what we do, working seamlessly with you to ensure you are getting the best possible performance from your environment. All products sold by JDS are backed by our local Tier One support desk, ensuring a stress-free solution for the entire product lifecycle.