Managed services for Microsoft a reality with Dimension Data

As companies strive to contain costs in the current economic slowdown and re-focus on their core business, so desktop management can become more of a headache for many.

"Management of the desktop and server environment can be a challenging business," says Mike Maree CTO, Services at Dimension Data. "The right combination of skills, technology and processes is needed to achieve it efficiently and effectively."

To assist, Dimension Data has developed a remote managed desktop and server service offering in response to customer demand.

"We have been delivering the service for a while now, but have formalised the offering - Managed Services for Microsoft - and have made it into a focus area."

For a fixed monthly fee, Dimension Data manages the organisation`s desktop and server environment using remote technology, skilled resources and proven methodologies.

The key benefits are cost savings and the ability to concentrate on core business. In addition, customers gain best practice processes, efficient resource usage, cutting-edge technology without the associated overhead costs, and managed risk.

"Organisations need no longer worry about hiring and keeping resources to manage this area," says Maree. "Skilled personnel are becoming increasingly difficult to hold onto, and are easily attracted abroad.

"Another factor is that although these skilled people are passionate about technology, they can spend too much time playing with the technology, and not working efficiently.

"It is vital that the management of the desktop and server environment be process-driven and not technology driven. We now offer a formal management process that ensures the service is efficient and economical - and we get it right the first time."

As part of the service, Dimension Data is in a position to provide and run the organisation`s helpdesk as well as to provide a complete monitoring service and use the information gleaned to improve end-user training.

"The reason we are able to perform this service better than anyone else is that Dimension Data`s Managed Services for Microsoft fits into the Global Services Operating Architecture (GSOA) services model, that is, it is part of a whole services model with dedicated skills and processes," says Maree.

Managed Services for Microsoft includes desktop support services (operating system and application support, and anti-virus, software deployment, inventory management and remote management) as well as server management services (operating system support, backups, mail, database and virus control).

Where there is no existing architecture in place, Dimension Data will leverage off Microsoft`s overarching suite of manageability products, including Application Centre Server and Microsoft Operations Management Server (MOM). These offerings are designed with a single goal in mind: to reduce the total cost of ownership and this is achieved by reducing administration and software deployment costs.

Other features include automated LAN/WAN software upgrades, proactive monitoring and alerting, scheduled server software upgrades and software scripting for general roll-out.

SLA management is integrated and automated. Desktop problems are fixed using remote access and control. The support team includes highly trained, skilled, certified and experienced call takers, call trackers, Microsoft engineers and operations managers, and continuous improvement methodology is employed.

The offering combines extensive experience in call centre management and technical Microsoft service delivery, with guidelines provided by Microsoft Operations Framework, among others.

"We have the infrastructure and expertise to ensure scalability on platforms that deploy best-of-breed technologies, business processes and methodologies," says Maree. "We are therefore able to assist clients to scale to both national and international operations."

Dimension Data works closely with Microsoft SA, and is a Gold Certified Support Partner and a Large Account Reseller of Microsoft licences.

"Our Gold Certified partners are extremely important to our business and play an integral role in the Microsoft value chain," says Stephen Green, solutions sales manager at Microsoft South Africa. "Our complementary offerings provide customers with great technology and business value that will provide them with the agility to capitalise on business opportunities."