NewsAugust 17, 2004
Ionix Service Manager wins contract with Australian Tax Office
As reported in The Australian IT
by James Riley
Software developer Ionix Service Manager has landed a $2.2 million deal with the Australian Tax Office to install the authority's service management system.
The ATO will use the Ionix Service Manager web-based software system to manage all its IT Service Management processes.
The contract covers software licences for an initial 300 concurrent users as well as all implementation and support services. It was signed last month.
Having recently adopted the ITIL (IT infrastructure library) best-practice methodologies for service, the ATO issued a tender a year ago seeking an enterprise-wide ITIL-compliant service management platform. The ATO installation will be Ionix Service Manager's largest single-user site in Australia.
The contract follows a recent implementation of the same service management system in the Department of Employment and Workplace Relations.
Ionix Service Manager is thought to have beaten bids from more established rivals, such as IBM's Tivoli system, HP OpenView and Computer Associates' CA-UniCentre.
Initially, the Ionix Service Manager service management platform is to be used to log all business system incidents on the ATO's core tax applications.
The ATO is thought to be planning to use the Ionix Service Manager platform to assist its cost-saving plan to consolidate its network of helpdesk operations around the country into just one or two centralised sites.
It is understood the initial plan will see at least 10 help-desk operations consolidated into a single site.
Once installation of the IT incident logging system is complete, the Ionix Service Manager platform is scheduled to be introduced later this year to handle the ATO's Change, Problem and Configuration Management system.
ATO IT Service Management chief Graham Rowe said the Ionix Service Manager platform won the year-long tender by putting forward the best value-for-money system.
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