MTN has recently awarded the support services contract for its desktop fleet to Integr8, a wholly-owned subsidiary of the BCX Group. The award of the end-user services support contract is effective 1 November 2014.
Integr8 currently provides technical support services to MTN South Africa for its Wintel and Linux server environment. The scope of services includes the support and maintenance of Windows and Linux Server operating systems as well as twenty seven core applications (Microsoft and non-Microsoft technology). Project delivery and continual service improvement for the supported services forms part of the scope, which focuses on improving system reliability, security, supportability and, ultimately, operating maturity, says Integr8 Strategic and Technical Account Manager Eugene du Toit.
The end user support services contract will be provided as an extension to the current service model, delivering a well-integrated client server support service to MTN.
In combining the Wintel and Linux server support and end user support services Integr8’s solution provides MTN with up to 19% reduction in operational expenditure from year 2 of the contracted period.
“The success Integr8 has had over the past three years in delivering Wintel and Linux services to MTN is closely linked to the strategy designed to meet MTN’s stated goals and objectives. Our structure, methodologies and engagement model play a big part in the successful execution of that strategy thus far,” comments du Toit.
When the client side (end user services) is brought under the same structure and strategy the value increases as the growth in maturity for end user services is closely linked to the features and functions that can be provided from a back end perspective,” he adds, “such as self-service, remote support capabilities, desired configuration management and user provisioning to name a few.”
“The consolidation of these two support environments is designed to enable a seamless support model, while bringing about economies of scale,” says Neil Tomkinson, CIO for MTN SA, “Integr8 (and BCX’s) extensive geographical footprint is well positioned to support our offices and many points of presence throughout the country.
“The extended contract will involve new infrastructure and the onboarding of new staff,” he adds.
“MTN will be able to leverage Integr8’s current capabilities to grow the maturity of its desktop environment,” says du Toit. “The delivery of end user services moves more to a back office function as maturity and utilisation of server technology increases. Integr8’s solution has created a delivery arm for MTN IS that is capable of providing client server services to the user community, and constantly improving service delivery capability, efficiency and optimising total cost of ownership.”
Lance Fanaroff, joint CEO of Integr8, says the company’s proven track record of providing excellent skills and service has helped pave the way for Integr8 to be awarded this significant, high-level support contract.
“Integr8 has successfully fulfilled its role as MTN’s managed services and solutions provider, and by demonstrating our capabilities, we are very pleased to have been awarded this contract,” he says.