CIO East Africa (Nairobi)

East Africa: Uptime Maintenance Services, Dimension Data's New Outfit

The diverse legal practice of Cliffe Dekker Hofmeyr has flourished through the acquisition of complementary practices and its own organic expansion. Within a brief space of time - just one year - it first doubled its internal technology user base, and then increased it exponentially thereafter. Dimension Data has been there to assist in the redesign and consolidation of its Microsoft Infrastructure through all the changes.

Based in South Africa, Cliffe Dekker Hofmeyr is a thriving, busy law firm and is therefore dependent on instant, reliable, secure and available IT services. Dimension Data provides Cliffe Dekker Hofmeyr with support for its Microsoft Infrastructure - giving business assurance through professional, skilled resources, maintaining both proactive and reactive service deliverables.

Dimension Data provided Microsoft Uptime Maintenance Service to Cliffe Dekker Hofmeyr that gave support for the company's critical Microsoft server infrastructure, with authentication, communication and collaboration capabilities.

Brent Flint, Services Executive at Dimension Data Middle East and Africa spoke to Peter Nalika about the company's new service outfit.

Kindly explain the proactive bit of the newly launched Uptime Maintenance and Support Services.

Analysts like Gartner refer to a proactive support service as a "value add" clients require. Proactive support services focus on improving the client's overall experience.

Uptime does not solely exist to fix equipment when it is broken. This tool has features that collectively reduce downtime, prevent risks and optimise support costs to ensure a proactive service delivery.

Moreover, the tool provides clients with information and recommendations they need to make the best possible decisions around their IT infrastructure. We also remotely monitor and proactively identify non-performing elements in the client environment.

Does it mean Dimension Data had earlier released a similar version of this support service, how was the market uptake?

Yes indeed and this is the third release of the uptime offering which has additional functionality of service desk integration, remote monitoring.

How are you planning to introduce it in the Kenyan market and gain much traction from organizations?

The Uptime Services are currently being offered and delivered in the Kenyan market. Since it is a new service it was introduced into the Kenyan market as part of the global deployment project.

Do you have a case scenario that portrays an economical need for companies to adopt this solution?

Apart from Cliffe Dekker Hofmeyr, Dimension Data served Financial Services, provider of financial and risk services internationally. Listed on the Johannesburg Securities Exchange (JSE) in South Africa, the company's primary operations are based in South Africa and the United Kingdom.

Financial Services needed to focus on core business activities while finding innovative ways to manage the full lifecycle of its technology environment, including the management of other third party suppliers on its behalf.

Through our support service function, we provided a full maintenance service for the client's network. Additionally, through this function, we delivered a full lifecycle support for the company's infrastructure and systems.

Upon adoption of this service, will organizations need to restructure their system architecture to accommodate it?

We do envisage that organisations will reduce internal monitoring investments in order to maximise business value, this is however a complimentary service and can easily be deployed without redesigning existing architectures.

Peter generates technical content for CIO East Africa and the International Data Group News Service, he also contributes to PC World and Computer World. He is classically trained in computing and information management.

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