Service Management Framework and Delivery

The Service Management Framework comprises the following key elements:

• Consulting, architecture and design
• Program and project management
• Deployment and integration
• 24/7 service desk
• Service operations
• Service improvement and reporting

As well as the following customer engagement capabilities:

• Innovation
• Transformation
• Governance
• Relationship management

The Service Management Framework reinforces a range of Telstra applications and solutions, including Unified Communications, Security, Mobility, Networks, Contact Centres, Industry Solutions and Network Computing.

To find out more, talk to your Telstra Account Executive.

Service Management Framework and Delivery Brochure (PDF, 1.84MB)

Purpose-built solutions for now and later

We offer a wide range of consulting capabilities to meet your business needs, from detailed solution designs for your current requirements, to developing strategic roadmaps for the future. With our extensive industry experience and technical expertise, you can rest assured that you’ll be provided with the best and most cost-effective solution for your business.

Achieve project goals on time, within budget and with less risk

We specialise in end-to-end project delivery, spanning the life cycle of your project, from the initial project scoping and definition, right through to final delivery. We offer this service regardless of whether the project is a simple one or extremely complex.

Enjoy smooth deployment and integration

To help ensure your solution performs at its peak and that your migration is smooth, we provide integration across your network, your applications and our networks. This helps to ensure your new technology blends seamlessly into your current environment, with minimal risk and disruption to your core business operations.

One point of contact for 24/7 support

Enjoy the peace of mind that comes from a 24/7 Service Desk, offering a single point of contact that continually manages, maintains, restores and improves your operations and fulfils your service requests.

The best in performance reporting

Our dedicated and proactive technicians use world-class performance tools to guide your network planning, resourcing, investment and service improvement. All monitoring is collated into meaningful reports to identify opportunities for improvement.

A superior network for your future

We are in unique position to enable your application solutions nationwide, thanks to the power of the Telstra Next IP™ network and the Next G® network. Combined they create Australia’s largest fully integrated national IP network.

Telstra Service Management Framework comprises a range of specialist services delivered by experienced technical experts, including:

Consulting, architecture and design

Leverage our expert technology, strategy, architecture, health, continuity and optimisation consulting - in conjunction with our detailed technology design - to develop a solution roadmap that meets your strategic direction and business requirements.

Program and project management

Skilled, experienced and well-supported project managers provide end-to-end project delivery, including requirements development, quoting, design management and implementation management. This is all done in line with industry-standard methodologies such as PMBoK (PMI) and PRINCE2.

Deployment and integration

• Testing and certification - Ensures that all proposed changes are tested and certified, so that all aspects of new or changed services are seamlessly integrated and fully operational.
• Release and deployment - ITIL-aligned processes control the planning, scheduling and release of solutions in both test and live environments, resolving any operational issues that arise.
• Knowledge management - Ensures that all information resources are made available to all service personnel.
• Change management - Provides ITIL-aligned governance over both Telstra’s and your organisation’s change process, to ensure minimal disruption to your core business.

24/7 service desk

• ‘How to’ support - We can provide ‘how to’ support across all delivered services to enable your people to help improve productivity and user experience.
• Incident management - The service desk uses ITIL-aligned processes to resolve incidents as quickly as possible, keeping you informed throughout the process.
• Service request management - Provides requested services or third-party resources.
• Major incident management - Complementary to normal Incident Management procedures, this service gives higher priority to major incidents to ensure they are resolved urgently, minimising impact on your business operations.

Service operations

Our service operations encompasses all of the daily technical support, maintenance, monitoring and management required to help keep your networks, applications and services performing at peak levels.

Service improvement and reporting

Comprehensive reporting on the performance, activity and service utilisation of your environment, to help you make informed decisions about your network planning, resourcing, investment and service improvement. These opportunities are scoped, budgeted and prioritised in consultation with your organisation.

Customer engagement

Our professional team will work with you to help transform your business and deliver innovative services that achieve your strategic goals. Our ITIL accredited services framework uses best practice methodologies to provide full transparency and auditing to help you comply with governance requirements.