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TransGrid
Fujitsu Services Plus - Delivering a robust IT infrastructure for TransGrid
As the NSW State-owned corporation responsible for the management and development of the $2.5 billion NSW high-voltage electricity network, TransGrid's business is electricity, not information technology. TransGrid's sites are located throughout NSW, both in major regional and more isolated areas. With the high-voltage transmission business being operated 24x7, reliability and responsiveness are key criteria. So when it came to management of its hardware, software and support infrastructure, it wanted a partner whose business was quality IT services provision.
Following a formal tender process, TransGrid selected Fujitsu as its partner for the provision of IT services in a deal covering in excess of 1000 seats in October 2001. The multi-million dollar, multi-year agreement saw Fujitsu assume management of TransGrid's complete IT infrastructure, including its data centre, network, helpdesk, desktop and account management services - all delivered under Fujitsu's InfraCare suite of integrated infrastructure services.
The contract includes three-year agreements plus extension options for each service.
A key objective for TransGrid was to replace its formerly disparate service provision with an integrated, streamlined approach that made access to information and services easy. The Fujitsu framework does just that. It provides a single point of contact for account management and access to all Fujitsu services. Additionally, the company's quality of service and staff are supported by the world's leading best practice model for IT service delivery.
The services Fujitsu provides to TransGrid are based on the Information Technology Infrastructure Library (ITIL) framework. Developed by the UK Government's Central Computer and Telecommunications Agency, ITIL is being quickly adopted by the IT industry internationally for the comprehensive, consistent and coherent set of process-based best practices it provides for IT service management.
Fujitsu Australia was an early adopter of ITIL, which enables it to deliver customer benefits including reliability and consistency in service delivery as well as more cost-effective, responsive support at all times.
In the spirit of partnership Fujitsu and TransGrid began working together through Fujitsu's innovative Partnership Program with involvement from the CEO level down well before the November 2001 'go live' date for service delivery.
The teamwork fostered through this approach enables Fujitsu to clearly identify TransGrid's needs and provide services that are responsive, proactive and add value to its business.
Demonstrating its commitment to optimising service delivery to TransGrid, Fujitsu invested in new technology, including Remedy, which brings together the core incident, change, and configuration management processes.
"Fujitsu showed they understood our service delivery requirements and built a framework that focused on our needs. The calibre of the people from Fujitsu working with TransGrid on the evaluation and early implementation stage has been high quality," TransGrid Manager, Information Systems, Tony Meehan said.
In addition to account management, the Fujitsu project team for TransGrid includes onsite technical, change control, and asset management specialists and a service delivery manager.
