SYDNEY MOTORWAY CORPORATION
New M4 - paving
112
IT department is freed from tackling end user device issues . Through the as-a-service model , Rosser has achieved spectacular optimisation of the IT service desk , responding to and resolving 100 % of requests within the stringent parameters set down in the agreed service level agreements ( SLAs ). “ This was our first goal – to create a commercial construct built on business outcomes as opposed to the traditional SLA model . If I have an outage at 3.00am on a Sunday there ’ s probably time to resolve it but at 9.00 on a Monday it ’ s a different matter .
We may have sound contracts but if everybody is not collaborating we have real problems . It ’ s this commercial construct that allows all our partners to work very well together and it has maintained that operational excellence . We have made great strides in cost effectiveness but it ’ s also about mobilising the business and making sure it ’ s always available .”
However , before the basic architecture could be constructed , business critical data and records had to be captured . When SMC
JULY 2018