Summary

The traditional managed services model was not going to make the grade for St Joseph’s College. The award winning school had already completely transformed how they embraced technology to deliver better student outcomes. Working closely with technology partner MOQdigital, St Joseph’s IT professionals reframed how managed services could work within their environment. With a flexible and common approach that included both managed services and St Joseph’s staff, the services have been reshaped based upon the importance of the outcome to be delivered. This flexible approach has proved wildly successful and seen real stakeholder benefits delivered through a common and standards based assessment of technology priorities. Service levels now match the peaks and troughs of the school year and the benchmark for success is how service delivery meets the overarching goals for student outcomes.

St Josephs

Overview

Company: St Joseph’s College Website: terrace.qld.edu.au Locations: Brisbane, AU Vertical: Education Employees: 30+ people Established: 1875

Fact

  • Managed services are aligned and benchmarked against College outcomes
  • Innovative support funding model drills down to value points to maximise ROI
  • Flexible engagement model enables rapid change of direction to yield a greater return on constrained budgets
  • Rapid service deployment and decommissioning is enabled through agile service delivery

Services and Products

  • Monitoring Services
  • Escalation and out-of-hours management
  • Service desk support
  • Rapid service deployment and decommissioning
  • Granular reporting
  • Level 2 and 3 technical services

“We see the MOQdigtal support team as an extension of our IT department – a valued and major contributor to the overall success of ICT services.”

Brett Auton Director – IT, St Joseph’s College

About St Joseph’s College

St Joseph’s College oversees the education of 1,500 year 5-12 students and offers a syllabus that supports a broad choice of graduate career development. Queensland education performance rankings consistently places St Joseph’s in the top 2% of the high achieving secondary schools. The school’s goals of building character and delivering scholastic achievement are balanced against a strong commitment to social justice and selfless community contribution. St Joseph’s embraces technology at all levels with students actively involved in providing service desk support to assist their classmates tackle computing problems.

Business Challenge

When Director, ICT Brett Auton took the helm at St Joseph’s he had a clear vision of where he would take the technology to deliver value and Enterprise levels of service delivery. Over the period of his tenure he has transformed the organisation from an out of date and ineffective technology shop to an education leader who harness the power of the cloud and focus on enabling better educational outcomes. To complete his total service delivery refresh, technology partner MOQdigital were asked to collaborate in developing a more flexible way of providing managed services. The goals were to build a service that delivered better outcomes that were not focussed on technology but functioned within an innovative and adaptable funding model that could rapidly evolve to meet the needs of the College.

Solution

MOQdigital and the St Joseph’s IT leadership team worked to develop a support program that met the College’s budgetary and business operating needs. A generic approach was not a suitable fit for the organisation because of the seasonal demands of the school year. By dynamically prioritising resource allocation the managed services could be tuned to meet the ebbs and and flows of the school year, not the calendar year. Services that could be provided cost-effectively using internal resources were allocated to the College’s IT team while processes that could benefit from economies of scale or automated processes were outsourced to MOQdigital. The most innovative part of the solution was having a flexible funding model that permitted budget allocation based on immediate ROI. The College’s budget could be apportioned based on a pressing need and best outcome which was unlike the traditional inflexible approach where services were provided against fixed service level agreements.

Implementation

Software and Services:

  • Windows Azure
  • SQL Azure
  • Azure Virtual Machines
  • Visual Studio
  • Dot Net Framework 4.5
  • WCF REST Services

IT Issues: An educational service provider wanted to find an easier way to provision and distribute multi-server training labs.

Results

The managed service delivery has grown organically, is adapting and changing to meet the changing nature of the business. The support levels have remained the same but allocating resources on-the-fly has seen rationing or plenitude based solely upon the desirable educational deliverables. One typical example is where specialised learning applications are given a higher priority than an administrative support issue. By applying a dispassionate rule-set across the enterprise framework, the reshaping process continues and improvements accrue. More importantly, the investment return has exceeded the College’s expectations. MOQdigital have adapted their methodology and are applying what they have learned to reframe all of their managed service offerings.

Conclusion

As St Joseph’s continues to re-invent how it embraces technology, their flexible support services model has met the College’s overarching goal of aligning technology investment with College outcomes. MOQdigital helped the College to “drill-down” to the value points in managed service support and unlocked the organisation from a traditional and outmoded methodology. By basing their ROI on strictly defined goals, outcomes have been steadily improved without any increase in operating costs. The levels and depth of overall client services have increased without the proportional cost penalty. This can be attributed to the willingness of MOQdigital to work diligently adapting procedures and processes to deliver on St Joseph’s vision, further bolstered by the close relationship that has evolved as the College has re-imagined how IT in education is delivered.

Summary

  • St Josephs and MOQdigital created an innovative and flexible support platform that identifies the value points and drills down to realise the best ROI on their budget.
  • The support offering is based on value delivered and not the traditional model where compliance with agreed service levels is the benchmark.
  • The depth and responsiveness of support has increased without any cost premium.
  • St Josephs and MOQdigital collaborated to develop a funding model that redefined both the accountability of each service and how these services were allocated.
  • The principles that govern support services are flexibility and responsiveness couples with tight fiscal restraint.