Datacraft’s new Service Delivery Platform goes Live

Top Quote Go-live in Asia last month is part of Dimension Data’s initiative. End Quote
  • (1888PressRelease) June 02, 2009 - Datacraft, Asia’s leading IT services and solutions provider and a wholly owned subsidiary of Dimension Data, announced that its newly enhanced service delivery platform in Asia Pacific went live last month. The rollout is part of Dimension Data’s initiative to enhance its Global Services Operating Architecture (GSOA).

    The GSOA is Dimension Data’s Service Management system that automates efficient and consistent worldwide service delivery and enables the Group to meet its stringent Service Level Agreements with its clients. The GSOA rollout to the rest of Dimension Data’s European, Middle East and Africa, Australia, and US regions will be completed by year-end.

    Sunil Desai, Datacraft’s Director of Managed Services, says, “The investment supports Dimension Data’s ongoing commitment to provide clients with a world-class service experience. In Asia, the GSOA enhancement is particularly critical in boosting the credential of our ISO 20000 certified Global Services Centre, and in strengthening our reputation for Managed Services delivery. The culmination of three years planning, the enhanced GSOA went live in Singapore last month and will be rolled out progressively to the rest of the Asia Pacific region during the course of the year.”

    The enhanced GSOA also operates off Software as a Service (SaaS) technology. These next generation SaaS models provide a lightweight, yet very comprehensive approach to IT service and asset management, and have the potential to save time and cost. This approach also alleviates many of the traditional installation issues such as large upfront license fees, lengthy implementation times, and difficult access by the mobile force.

    “It’s no secret that SaaS is one of the most impactful trends in the IT software space,” says Desai, who points out that more recently, this trend has been extended into the IT Service Management (ITSM) domain. Leveraging this SaaS technology would enable the Group to better meet its clients’ needs in terms of information visibility and adaptability, while at the same time improving its own internal operational efficiency.”

    The GSOA rollout follows hot on the heels of Dimension Data’s recently-completed group-wide migration to a next generation SaaS ITSM platform for the delivery of its own internal IT services.

    The enhanced GSOA platform offers clients a modern Services Portal, with real-time service dashboards, self-service and enhanced integration capabilities. Multinational clients benefit from consistent service delivery, managed through the new portal and implemented through the adoption of global ITIL V3 processes. Flexibility is one of the cornerstones of the new ITSM functionality – Datacraft will be able to localise and customise its workflow across various countries, thus enabling it to respond to clients’ changing requirements and technology changes with increased agility.

    “Given the success of our recent internal implementation of SaaS ITSM technology, we are confident that the impact of our new Service Delivery platform on our clients’ operations will be profoundly positive,” concludes Desai.

    About Dimension Data’s GSOA and Global Service Centres
    Dimension Data’s Services are managed and delivered from five Global Service Centres (GSCs) located in Boston, Frankfurt, Bangalore, Melbourne and Johannesburg. The people and processes in these GSCs are supported by a superior Service Management platform - the Global Services Operating Architecture (GSOA). This platform is the mechanism that automates efficient and consistent worldwide service delivery and enables Dimension Data to meet its stringent Service Level Agreements with its clients.

    About Datacraft
    Datacraft is a wholly owned subsidiary of Dimension Data plc (LSE:DDT), a US$4.5 billion leading global IT solutions and services provider. Datacraft operates in over 50 offices across 13 Asia Pacific countries. We help clients plan, build, support, manage, improve and innovate their IT infrastructures. Datacraft combines an expertise in networking, converged communications, security, data centrer, storage, Microsoft solutions and contact centre technologies, with advanced skills in consulting, integration, training and managed services to craft IT solutions for businesses.

    For more information, please visit

    For further information, please contact:
    Esther Quah (Datacraft Asia) Tel: (65) 6322 6688
    (Email: esther.quah ( @ ) datacraft-asia dot com)
    Tng Szu Lin (Datacraft Asia) Tel: (65) 6322 6605
    (Email: szu-lin.tng ( @ ) datacraft-asia dot com)

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