Telstra and Infosys Technologies Ltd have won Best ITSM (IT Service Management) Project of the Year, the top industry award bestowed by itSMF Australia , the peak body for ITSM in Australia. The Telstra-Infosys submission tied with one from the Department of Immigration.
Telstra and Infosys were recognised for "iTAM," a new enterprise IT incident and service ticketing platform within Telstra. iTAM is designed to reduce the cost, complexity and risk of managing IT issues within Telstra, creating a single unified solution to replace or integrate dozens of applications including legacy ticketing solutions, change management tools, alarm and service impact systems. Benefits include improved visibility on performance metrics, more intelligent routing and escalation of issues, automated parts routing, and reduced operational costs.
The project, one of the largest ITSM implementations in the region with over 16 million configuration items in its Configuration Master Database (CMDB), was jointly developed by Telstra and Infosys over a period of 20 months, successfully launching in June 2010.
"When we set out to upgrade our IT systems a few years ago, we knew we’d need to implement a state of the art service management platform to ensure that we have a comprehensive view of IT issues and allow us to analyse and resolve them – often well before any disruptions arise," said Ashley Lazaro, acting Chief Information Officer, Telstra. "iTAM is that strategic platform, and will be key in our drive to simplify and streamline our business.
"itSMF is an internationally recognised and independent organisation dedicated to IT Service Management and we are delighted and honoured that it has recognised the iTAM project through this award. It is well-deserved industry recognition for all involved," said Mr Lazaro.
"We understand that Telstra is absolutely laser-focused on delivering world-class service to its customers, as well as the users of IT within the business," said Ad Van Amrooij, Head – Telstra Account, Infosys Australia & New Zealand. "As a team, we’ve designed and built a robust solution that will support that mandate now and into the future, and we’re delighted to receive independent recognition of the business value we’ve created."
In June 2009, Telstra named Infosys a key strategic partner for applications development and maintenance.
