Telstra Service
Management Framework
Your assurance of first-class network support
The Service Management Framework delivers comprehensive, integrated support
Stra
Service
Improvement
& Reporting
Consulting,
Architecture
& Design
Program
& Project
Management
P RO G R A M &
P ROJ E CT M A N A G E M E NT
P roje ct Engagement F ram e work
P rogram Managemen t
P roje ct Managem en t
P roje ct Managem ent O f f ice
ati
r
ve
Go
na
on
Customer
Service
Operations
Design
R
Ma ela
na t
Inn
on
ati
ov
hip
ns n t
io eme
g
Op
era
Service Continuity Management
teg
y
ve
SERV I CE OP ERATIONS
Serv i ce M o n ito r i ng
E vent M an a g e m e nt
Se curity Ma n a g e m e nt
Technical Sup p o r t & M a i n t
Capacit y M a n a g e m e nt
A sset & Co nf i g ura t i o n M gt
Third-Pa r ty M a n a g e m e nt
CO N S ULT I NG, ARC H I T E CTU RE
& D E S I GN
Technology St rategy Consultin g
Archi tectu re Consultin g
Technology De tailed De sig n
Optim isation Consultin g
nc
e
te
Service
Desk
SERV I CE DE SK
m
Im
pr
o
SERV I CE I MPROVEMENT
& R EPORTIN G
Performance & Capacity Reporting
Co mplian ce & Q u a l i t y M gt
P ro blem M a n a g e m e nt
Servi ce L e vel M a n a g e m e nt
Serv i ce Improve m e n t P l a n n i ng
Co st M an a g e m e nt
S e r vice M a n a g e m e n t Fra m e wor k
r
sfo
Tran
Deployment
& Integration
it
Trans
‘H ow To’ S u p p or t
Incident M a n a g e m e nt
Serv i ce Req u e s t M a n a g e m e nt
M ajo r Incident M a n a g e m e nt
ion
D E PLOYM E NT & I N T E G RAT I ON
Te sting & Cer tif icatio n
Release & Deploym en t
Kn owledge Managemen t
Change Managem en t
Superior Service Management
by design
experts when defining plans for
Providing exceptional network
Consulting Service possesses deep
support depends on the astute
technical expertise and extensive
standard of information security
combination of people, processes
industry experience. The service
best practice, provides advice
and technology. Telstra achieves this
provides your organisation with
and guidance to private and
through its Service Management
capabilities ranging from developing
public sectors on design and
Framework, a set of processes
strategic roadmaps tailored to your
implementation of an Information
forged in ITIL v3 best practice and
requirements, through to detailed
Security Management System
tempered by its experience from
solution designs to meet your specific
multiple customer engagements. The
business outcomes.
Service Management Framework
Telstra’s depth and breadth of
delivers a comprehensive, integrated
capability, combined with its strategic
capability underpinned by Telstra’s
alliances, enables you to take
solution deployment. Telstra’s
solutions and a focus on continuous
advantage of best-value, low-risk
improvement. It helps us understand
utilisation of emerging technologies to
your goals, work closely with you at
optimise your ICT environment.
all levels, and consistently achieve our
service commitments to you.
Telstra bases its methodologies and
processes on internationally
Encompassing strategy, design,
recognised standards.
operation and transition, the Service
Management Framework comprises
These include:
the following key elements:
• The Information Technology
Infrastructure Library (ITIL)
Consulting, Architecture
and Design
• Cisco’s PPDIOO model, comprising
Enterprise and Government
program delivery (prepare, plan,
customers are able to leverage the
design, implement, operate
recommendations from our consulting
and optimise)
six key areas for structured
• Control Objectives for Information
and related Technology (COBIT)
• ISO 27001, the international
(ISMS)
• AS/NZS 4360:2004 Risk
Management Standard provides
a guide for managing risk using a
seven-step process
• Sherwood Applied Business
Security Architecture (SABSA)
framework is a best-practice
method for delivering cohesive
information security solutions
to enterprises.
• The Commonwealth Protective
Security Manual and ACSI 33
Policies, Practices and Procedures
provide a protective security
environment essential to
government agencies.
Exceptional network support
achieved through a set of
processes forged in ITIL v3
best practice and tempered by
our experience from multiple
customer engagements.
Program and Project
Management
Our Project Management team draws
Telstra uses a well-defined Project
manage each phase effectively.
Engagement framework spanning the
These include:
project life cycle, from project scoping
• Governance – defines the
on a range of repeatable disciplines to
and definition to delivery, to help you
structure of the project; identifies
achieve your business goals.
specific resources, their roles and
responsibilities
Telstra has Program Managers
• Organisation Change
experienced in managing large and
Management – communicates
complex multi-project programs who
and coordinates change to
can be deployed for large transition
and transformation assignments.
stakeholders
• Stakeholder Management –
We will further leverage our Project
identifies and communicates
Management Office capability to
to key people in the required
provide governance over all projects
and large programmes of change to
timeframes and formats
• Risk and Issues Management –
ensure projects are delivered on time
identifies, quantifies, monitors and
and follow quality processes.
mitigates risks
Our Project Managers use project
management processes and practices
according to industry standard
methodologies, including PMBoK
• Quality Management – designed
to ensure customer satisfaction by
defining and meeting expectations
• Status Reporting – provides
(PMI) and PRINCE2. They provide
regular updates on milestones,
risk management and governance,
budget, risks and other issues.
so that your network solutions are
To meet these requirements, a close
successfully integrated into your
liaison with customers is needed to
business. Skilled, experienced
raise project forecasts in sufficient
and well-supported Program and
time for planning and resourcing.
Project Managers will steer your
business through all phases of the
The project phases include:
project life cycle. We specialise
Initiation
in end-to-end project delivery,
including requirements development,
quoting, design management and
implementation management.
Telstra’s Project Managers ensure that
the scope, stakeholders, deliverables,
exclusions, pricing and resources are
clearly defined. This includes identifying
potential risks, security impacts and
service readiness requirements.
Planning
Deployment and Integration
Telstra’s Project Manager maintains
Telstra can help you develop a detailed
The Service Management
appropriate levels of knowledge of
design to implement network solutions
framework delivers a
your industry and the unique needs
successfully. We provide integration
comprehensive, integrated
of your business to provide support
across your network and applications
capability underpinned by
and recommendations for projects.
as well as Telstra’s networks to make
Telstra’s solutions and its
The Project Manager is involved
sure the solution performs at peak,
focus on continuous
in preparing proposals and plans
and that any migration is smooth.
improvement.
for projects as requested by you in
This key function provides the
accordance with your processes. The
bridge between project and build
proposal requests can be in the form
environments into production, and
Knowledge Management
of High Level Assessments (HLA) and/
sets the standards for acceptance into
Telstra’s Knowledge Management
or a Statement of Work (SOW).
the production environment. Its aim
process ensures that release and
is to minimise risk while maximising
deployment information (such
throughput, to ensure that ever-
as network designs, capacity
Execution and control
The Project Manager ensures the
completion of the work defined by the
Initiation and Planning phases. During
changing business requirements are
requirements, operational instructions,
met. The key processes are:
user education, etc.) is packaged and
made available to all service personnel.
this phase, the Project Manager will
Testing and Certification
monitor and analyse the project’s
The process also leverages Telstra’s
Telstra ensures that all proposed
progress and manage the activities
broad network experience and vendor
changes are tested and certified. Each
to ensure they perform to the agreed
alliances to make certain that
release and deployment is planned,
scope, schedule and budget, including
knowledge repositories are
so that we can assemble and position
managing internal resources and
comprehensive and current.
all aspects of the new or changed
third-party suppliers. Any deviations
services into production and ensure
Change Management
from the plan are recorded and
their usage is effective.
Telstra’s ITIL-aligned Change
Release and Deployment
Closure
integration into your Change
Management
Telstra’s Project Manager ensures
Management process to provide
Telstra’s ITIL-aligned Release and
that projects are billed correctly
appropriate governance over both
Deployment Management process
and handed over to you for normal
Telstra’s and your own change
controls the planning, scheduling
operations. The Project Manager will
activities. This helps ensure minimal
and movement of releases to both
also evaluate the results in terms of
adverse business impact as a result of
test and live environments. It ensures
project execution, its successes and
change activities.
that correct components are released
challenges. Additionally, a Customer
and resolves operational issues after
Satisfaction Survey is given to you to
deployment to maintain the integrity
further measure the performance of
of your live environment.
approved.
the project.
Management process enables easy
An astute combination of people,
processes and technology to
work closely with you at all
levels, understand your goals
and consistently meet our
service commitments to you.
Service Desk
Service Operations
Telstra’s 24/7 Service Desk offers a
Service Operations encompasses all
single point of contact for support
of the daily technical support,
services and service request fulfilment.
maintenance, monitoring and
The Service Desk supplies the
management required to keep your
following functions:
networks, applications and services
‘How To’ support
Telstra can provide ‘How To’ support
across its delivered services to help
you enhance productivity and
user experience.
performing at peak levels. Telstra
provides regular maintenance on
associated equipment, along with
advice on replacing end-of-life
equipment. This includes both remote
and on-site support, plus management
Incident Management
of third-party vendors where necessary.
Using an ITIL-aligned Incident
The core functions of Service
Management process, the Service Desk
Operations are:
focuses on restoring normal service as
quickly as possible and maintaining
Service Monitoring
high solved-on-first-contact rates.
Telstra’s 24/7 Managed Network
The Service Desk will escalate all
Operations Centre and Global
incidents to the technical support
Operations Centre have full visibility
teams, technically and functionally,
of your network, applications and
according to agreed service levels.
services, and respond speedily to
Throughout the duration of an
disruptions or potential disruptions.
incident, Telstra will keep you
Service Monitoring monitors all
informed of progress. Alternatively,
services for availability, capacity
you can access the web portal to
threshold alerts or disruptions and
log and track incidents, or to see
records service-level performance.
‘Frequently Asked Questions’ and use
other self-service tools.
Service Request Management
Event Management
Event Management correlates all
alarms and alerts detected by Service
All service requests are managed via
Monitoring. It distils them into actions
the Service Desk from initial contact
and notifications to ensure potential
through to fulfilment. The Service
failures are addressed prior to service
Desk will orchestrate all Telstra or
impacts to minimise disruptions.
third-party resources to provide the
requested service.
Major Incident Management
Telstra employs a Major Incident
Management process to complement
its normal Incident Management
procedure. It gives higher priority
to major incidents for technical
resolution and communicating
progress. This helps to ensure these
incidents are resolved with the
greatest urgency, minimising impact
to your business operations.
Security Management
Security Management manages all
network security operations – for
example, access control, denial of
service prevention and intruder
alarming – to maintain the integrity of
the underlying infrastructure. It ensures
the services are provided in the solution
design and are managed in accordance
with the agreed security levels.
Technical Support and Maintenance
retirement. This includes managing
• Service Level Management
Technical Support and Maintenance
licences, ensuring technical currency
• Service Improvement Planning
provides all second- and third-level
and maintaining a view of the
• Cost Management.
support expertise including equipment
services each asset supports and its
and service maintenance activities.
interdependencies with other assets in
This covers many daily system
your infrastructure.
administration tasks such as IP
and participating in disaster recovery
Service Improvement and
Reporting
and BCP tests.
Telstra has dedicated, proactive
numbering, and extends to conducting
service-reporting personnel using
Capacity Management
world-class performance tools
The Capacity Management process
to guide your network planning,
ensures that all services are able to
resourcing, investment and service
meet the capacity requirements of
improvement. They also provide
your business. Telstra proactively
comprehensive reporting on
forecasts and implements capacity
performance, activity and service
upgrades in accordance with agreed
utilisation. This information is fed
service levels to optimise performance
into Telstra’s Problem Management
and help mitigate the risk of capacity-
and Service Improvement Planning
related business impacts.
processes to maintain constant service
Service Asset and Configuration
Management
Service Asset and Configuration
Management controls the asset
life cycle of all Telstra managed
resources, from procurement to
improvement. Service Improvement
and Reporting consists of:
• Performance and Capacity
Reporting
• Compliance and Quality
Management
• Problem Management
All service monitoring inputs, incidents
and feedback are synthesised
and analysed into meaningful
reports to identify opportunities for
improvement. These opportunities
are scoped, budgeted and prioritised
in consultation with you, and then
submitted to the Change Management
process for investment approval
(if required) and scheduling. This
function also provides Telstra’s Service
Delivery Managers with Performance
and Capacity reports and Service
Level reports. In addition, Telstra’s
Cost Management provides cost
transparency at a consumption level,
to identify cost drivers.
Why Telstra?
Telstra’s Enterprise and
Government customers
are looking for more than
a network. They want a
strategic business partner who
understands their goals and
has the insight, technology and
expertise to deliver the right
network foundation to support
new ways of working.
By bringing together people
and capabilities into a single
service delivery organisation,
our customers have the best of
all worlds – the extensive skills
of our best people and a
rich portfolio of Telstra Next
Generation Services™, all
delivered by our world-leading
Telstra Next IP™ Network and
Telstra Next G™ Network.
IF YOU HAVE ANY QUESTIONS
PLEASE CONTACT YOUR
TELSTRA ACCOUNT EXECUTIVE
CLICK TELSTRA.COM/ENTERPRISE/NGS
CALL 1300TELSTRA (1300 835 787)
© 2009 Telstra Corporation Limited. All rights reserved. ™ and ® Trade mark of Telstra Corporation Limited, ABN 33 051 775 556.