expert IT support

Case Study: Large Australian companies benefit from on-site support

Case Study: Large Australian companies benefit from on-site support

It’s no secret that a complex IT project can take years to complete. Digitally transforming a large organisation usually necessitates bringing on an entire team, and finding the right people to fill those roles is critical to the project’s success. JDS not only provides technical expertise and advice before and during an implementation project, but also offers ongoing support after the fact. Remote and on-site support ensure that your project continues to be successful. We also provide training for your team so that ultimately, your internal staff are confident and ready to take over when the time comes.

Two examples of extended on-site JDS support for clients in Australia are featured below.

A Large Insurance Company (LIC)

ITOM Monitoring, CMDB & Automation

JDS has provided the LIC with HPE BSM consulting services for more than eight years and support for the LIC’s full range of HPE Software (now Micro Focus) for the last three years. To give the LIC visibility into the performance of their business-critical systems and applications, we provide all the technical expertise to configure the HP BSM environment. JDS continues to support the LIC’s environment, providing assistance in upgrades and enhancements to their system and the day-to-day running of their software.

JDS has become a key partner in the LIC’s monitoring, event management, and automation teams and we regularly supplement their skills as required to build, configure, and enhance their monitoring technologies. In recent times, we have implemented OMi and migrated the LIC’s OMW instance to OMi.

As part of this project, JDS setup the integrations with third-party systems such as MS SCOM, Nagios, Solarwinds, Dell Foglight, IBM Tivoli, as well as HPE UCMDB, and HPE BSM. JDS also built the two-way integration (using HPE’s recommended method of groovy script and web services) with the LIC’s service desk tool (USD, Axios Assist, and most recently ServiceNow) and setup rules for incident ticket creations.

Without the assistance of JDS, we would not have been able to grow and mature our internal service offering and would be nowhere near as advanced as we are today.
IT ManagerLarge superannuation company

A Large Superannuation Company (LSC)

ITOM Monitoring, CMDB & ITSM

In 2015, JDS Australia was selected by the LSC to implement their replacement Enterprise ITSM and Monitoring platform. The LSC has relied on the best practice and technical expertise provided by JDS to architect, implement, administer, and maintain:

  • An enterprise event management and monitoring strategy across all of the technology for the LSC
  • An enterprise ops bridge/event management solution with market leading event correlation and event handling capabilities (based on HP OMi)
  • Monitoring solutions at all levels, including complex end-user monitoring (both real-user and synthetic), integration/API level monitoring as well as infrastructure/network/database monitoring solutions
  • Third-party monitoring solutions where specialist monitoring requirements complement and enhance the existing HP enterprise framework
  • Tight integrations with:
    • Other monitoring solutions to centralise and normalise all monitoring events into the enterprise ops bridge
    • The enterprise service desk solution (including automated incident ticket creation, assignment, updates, etc. driven by monitoring events)
    • An escalation management solution (via the enterprise ops bridge) to provide a consistent and traceable event escalation management solution for business hours and on-call support teams
  • Dashboard/presentation solutions for both ITSM and monitoring solutions to provide near real–time views that are relevant to all levels of business/technical users at the LSC
  • Training and mentoring of LSC internal teams for enterprise monitoring and event management (at both a business and technical level)
  • On-site business hours support and 24/7 off-site technical support with LSC specific incident response and resolution capability
  • Customised monitoring policies and integrations where no OOTB solution meets LSC requirements
  • Configuration management solutions providing CI discovery and IT Service mapping that underpin key integrations and ability to perform event/change impact analysis
  • Automation solutions (using HPOO and other toolsets and customisations) to automate manual processes that are error prone when done manually and/or resource/time-saving for the LSC

JDS has a current three-year contract to perform the day-to-day maintenance, support, and expansion of the LSC’s ITSM and Enterprise Event Management/Monitoring platform.

JDS Australia has provided invaluable support for us over the last few years. They have operated both remotely and on-site as part of our team. Their personnel have been able to operate across strategy and planning, installation and configuration, standing up of services, documentation, training and upskilling of company staff, and regular and out-of-hours support.
IT ManagerLarge superannuation company

Get supported

If you are looking for support for a current technical project, or simply want access to ongoing support for your environment, contact JDS today. Our expert team of local support consultants can provide you with personal service, fast issue resolution, and expedited ticket raising with our vendor partners.

Our team on the case

Ensure IT works.

Nick Johnson

IT Consultant

Length of Time at JDS

10+ years

Skills

IT monitoring architecture / design / implementation, IT performance testing architecture / design / implementation, support services, presales, IT Sales, IT monitoring strategy development.

Commas save lives.

Amy Clarke

Marketing Communications Manager

Length of Time at JDS

Since July 2017

Skills

Writing, communications, marketing, design, developing and maintaining a brand, social media, sales.

Workplace Solutions

Words matter, so make sure you get them right!

Workplace Passion

Helping a company develop its voice and present that to their clients with pride.

Recent success stories

Posted by Amy Clarke in Case Study, Financial Services
Five ways your business may benefit from expert IT support

Five ways your business may benefit from expert IT support

If you already have a stellar in-house technical team, why should you look for expert IT support? There are many advantages to seeking external advice and assistance when it comes to your IT infrastructure and management. Here are five ways your business may benefit from expert IT support:


1. Bring a niche capability to your existing IT team

Perhaps you need a specialist capability for only a few months, or a couple days a week. Whether it’s for a short-term period or a part-time basis, bringing a niche capability or skillset into your team can have immediate and lasting benefits for your organisation. Engaging expert IT support allows you to add new skills and knowledge to your team, without needing to go through an extensive recruitment process.

2. Ease the burden of IT maintenance so you can focus on business services

Meeting the best practice standards for IT management and system monitoring is a time-consuming, exhaustive process. On a given day, the IT team within your business may be tasked with:

  • Product Support
  • Licensing
  • Onboarding/Offboarding
  • Product upgrades
  • EOL Support
  • Small Enhancements
  • Product administration

With the assistance of external support, these tasks can be taken care of, allowing your internal team to have more time to be innovative and develop new solutions for your business.

3. Get a neutral perspective on your IT

Corporate IT teams are constantly under the pump, meeting the day-to-day needs of their business while also working on new projects to enhance their services. At times, it can be difficult to see the forest for the trees, and getting a neutral, external perspective from an expert can make all the difference. A fresh pair of eyes on your IT infrastructure and processes can bring new ideas to the table that will improve efficiency, cut down on unnecessary processes, and nurture creativity within your team.

4. Increase the visibility of your IT services

One of the most critical benefits expert IT support can provide is a significant increase in visibility of all your systems and applications. By increasing the executive’s visibility into all your IT services, you can immediately identify when and where things are going wrong, and fix them quickly before they impact your users. You also have access to highly available and capable support consultants to assist with any issues, should they arise.

5. Enhance your service capability

Ultimately, whether you hire long-term external support or temporary managed services, the benefits of bringing a fresh perspective, new skills, and better visibility into your team have a lasting impact. By using the resources and unique expertise of external support, you can enhance your business’s service capability and provide a better experience for your consumers.

JDS provides expert IT support that achieves all of these goals. Based in Melbourne, with a fully local Australian staff, our support team provides ongoing support for several major businesses throughout the country, including long-term on-site support. Our consultants resolve most support calls without needing to escalate to a vendor, but they are also able to raise tickets with any of our premier partners on your behalf and ensure our customers are given top priority.

We provide several tiers of support and can customise based on the needs of your business. Get in touch with us today using the contact form below, or call us on 1300 780 432 to discuss how our expert IT support team can benefit you.

Contact Form

Contact Us (2019)
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Contact Details

Phone (Australia): 1300 780 432

Phone (International): +61 (0)3 9639 3288

ABN: 88 471 933 631

GPO Box 4777
Melbourne VIC 3001

Our team on the case

Commas save lives.

Amy Clarke

Marketing Communications Manager

Length of Time at JDS

Since July 2017

Skills

Writing, communications, marketing, design, developing and maintaining a brand, social media, sales.

Workplace Solutions

Words matter, so make sure you get them right!

Workplace Passion

Helping a company develop its voice and present that to their clients with pride.

Recent success stories

Posted by Amy Clarke in Case Study, Financial Services