IT Services take over all ICT support at D-GESS
Collaboration between the ITS and D-GESS has been placed on a new footing. As of July 1st 2010, current SLAs, concluded with individual professorships, will be replaced by an integrated contract with D-GESS. The possibility of more efficient support structures and better cost-benefit results were important factors towards this decision.
Until now collaboration between D-GESS and the ITS was based on more than 20 different SLAs. The geographical consolidation of D-GESS into IFW was taken as an opportunity to make support organisation more efficient and to focus on a single contract for the whole department. Core points of the new agreements are as follows:
- The ITS assumes responsibility for the support of all IT resources at D-GESS excluding a few dedicated research installations.
- The ITS provides a local onsite support team. The team head (and service delivery manager) is the primary contact for all departmental ICT issues.
- The ITS is also responsible for D-GESS hardware and software procurement. Corresponding funds shall be transferred within the contract. In addition, the contract also covers all centrally provided services such as storage and server services.
The contract was signed on June 11 and becomes effective July 1st, to be revised annually. Both partners have high expectations for the new agreement and are convinced to have reached a new milestone in mutual cooperation.
For the Vice President of Human Resources and Infrastructure (VPPR), this step is also the opportunity to adapt the ITS internal organisation. The two existing local support groups (D-BIOL, D-GESS) form the core of a new department «Service Delivery». Information about this department will shortly be posted in a separate blog post.
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