StarHub has appointed Dimension Data to deliver Asia's first Enterprise Infrastructure Management (EIM) project in the telecom sector.
Valued at more than $2 million, the multi-year, end-to-end solution comprises three major components: system monitoring and notification, desktop management, and IT Services Management or ITSM. For StarHub, the goal of this initiative is to drive significant efficiency improvements across the different IT teams, while ensuring the new systems and processes provide the flexibility and scalability to meet present and future business requirements.
“The EIM Managed Service is something we have been considering for some time, and Dimension Data, with their depth of experience in managed services, is the ideal partner to bring us forward in this endeavour”, said Swee Wing, IT Manager from StarHub.
The system monitoring and notification components detect server-related faults and log the information into the EIM System, which manages escalation based on impact and urgency and thus react accordingly to deliver agreed service levels to the business. The interactive fault-notification and escalation system allows StarHub's IT support staff to attend to incidents promptly and thereby maintaining high service availability, which is critical to business operations.
The desktop management component automatically gathers hardware and software asset information, including moves, new additions, changes and deletions, and passes the records over to the Configuration Management Database of the ITSM suite. The result is a higher level of visibility on servers and desktop from a single console, helping to speed up decision making in the Change Management process.