Optus delivery framework
Supporting successful transition and sustainable delivery of quality ICT managed services.
Optus' integrated Delivery Framework provides a standard set of methodologies and delivery capabilities to support successful transition and sustainable delivery of quality ICT managed services.
A framework designed for quality delivery
Depending on the type of customer engagement, we apply the following delivery methodologies and associated capabilities:
transition and transformation management when taking over enterprise-wide outsourcing contracts or large and complex customer systems
infrastructure implementation management for the deployment of ICT solutions, systems integration and engineering
project management methodology which provides a consistent framework that details how project processes are executed; and
service management, which defines how we manage and deliver our services across their entire lifecycle.
Our Transition and Transformation Management Methodology guides our teams in helping your organisation transition to an Optus Business outsourcing arrangement.
We apply initial due diligence and planning as the basis of carrying out transitions with minimal impact on people, business and operations. Following this, the team acquires the business and technical knowledge of services to be outsourced, and performs the transition activities needed to enable a seamless takeover and running of the operations.
Catering specifically for turnkey projects, our ICT Implementation Management methodology provides an integrated approach to implementing ICT solutions. These include hardware, system software, network, telecommunications, system security and database management systems.
Our infrastructure implementation methodology is organised to address the full implementation lifecycle from requirement analysis, architecture design, site preparation build and install, acceptance testing and deployment and commissioning, through to post-implementation support.
Our Project Management Methodology (PMM) is a set of coordinated and thoroughly tested processes. It leverages proven project methodologies such as PMBoK and PRINCE2 to deliver projects and transitions on time, within budget, and in line with the customer's business and quality objectives.
Our PMM has a long track record of being consistently and successfully applied to numerous projects of varying complexity, size, duration and environment.
Our Service Management Methodology incorporates ITIL best practices and ISO 20000:2011 IT service management standard requirements to plan and deliver our ICT managed services portfolio.
The specialist organisational delivery capabilities that underpin our delivery framework include:
Service strategy and planning - drives a clear service strategy across Optus Business, includes taking a holistic view of how our products, services, tools, processes and functions operate in unison to meet customer requirements.
Service design and architecture - provides the specialist technical capability to manage and improve the ownership of technical solutions offered to our customers.
Service implementation - for building, installing and transitioning the technical components of customer ICT solutions and technology projects.
Service delivery management - manages the relationship between the customer and Optus Business.
Provisioning services - robust planning and processes to deliver order management and coordinate provisioning and change activity.
Technical service delivery - to manage the technical aspects of delivering services to large, complex or managed services customers.
Technical operations - technical operations centres providing specialist technical services and an escalation point for resolution of more complex issues.
Service desk - a single point of contact for users to report incidents, request services or submit change requests.
Governance and Assurance - manages the governance complexities of customer IT environments that include several technology suppliers, including the following integrated governance forums:
Service Management Office to advise on the deployment of service management capabilities
Design Approval Board that evaluates and approves customised service or delivery models
Portfolio Review Board that assures the quality of controls applied to key projects
Customer Review Board that monitors and manages customer delivery performance.