Case Study QuickView VicRoads streamlines IT service…

Case Study QuickView




     VicRoads streamlines IT service management by adopting ITIL
     standards and implementing IBM Tivoli software.


      Overview                                        VicRoads is responsible for managing the Victorian road network and its
                                                      use as an integral part of the Australian transportation system. Head-
      VicRoads
      Melbourne, Australia                            quartered in Melbourne, Australia, VicRoads employs 2,500 people.
      www.vicroads.vic.gov.au
      Industry                                        Challenge
        · Government                                  To ensure that the Victorian road system is managed and maintained with the

      Products                                        greatest possible efficiency, VicRoads' IT staff must keep its hardware and soft-
        · IBM Tivoli Configuration                    ware systems up and running on a 24x7 basis. But the organization's service desk
          Manager, Version 4.2                        employees had been struggling to respond quickly to incidents. Furthermore, the
        · IBM Tivoli Remote Control,
                                                      group conducted application rollouts and upgrades on a one-by-one basis, con-
          Version 3.8
                                                      suming a great deal of time and resources. VicRoads wanted to streamline IT
                                                      service management, reduce long-term costs and promote flexibility within its
                                                      computing environment to support future business growth.

                                                      Solution
                                                      VicRoads redesigned its service management processes by incorporating the
                                                      best practices of an Information Technology Infrastructure Library (ITIL) frame-
     "By adopting ITIL best prac-                     work. VicRoads leveraged ITIL training for its IT staff, and working closely with
      tices and leveraging robust                     IBM professionals, acquired strategies to better utilize the existing IBM Tivoli®
      IBM Tivoli software, our IT                     software to support optimized IT services.
      staff has the information                       Using IBM Tivoli Remote Control, Version 3.8 software, service personnel can
      and visibility of IT resources                  remotely assume control of desktop computers and expediently resolve inci-
      to respond quickly to situa-                    dents without making a service trip to the physical location. And with IBM Tivoli
      tions, thereby enhancing                        Configuration Manager, Version 4.2 software, VicRoads can efficiently perform
      overall system availability                     enterprisewide application rollouts and upgrades.
      and helping to enable the
                                                      Benefits
      efficient management
                                                      · Increases the number of IT issues resolved within four hours by approximately
      of the VicRoads applica-
                                                        30 percent
      tion environment."
                                                      · Helps to boost IT service efficiency by delivering a set of solidly defined
       -- John Ford, manager ­ desktop services and
          infrastructure, VicRoads                      processes and practices

                                                      · Helps to improve IT system availability while cutting management costs
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