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Dimension Data Plans Further Enhancements to its Global Service Delivery Platform

Posted on: Thursday, 23 April 2009, 08:30 CDT

Enhanced Platform Delivers Clients World-Class Service Experience

NEW YORK, April 23 /PRNewswire/ -- Dimension Data, a $4.5 billion IT solutions and services provider, today announced enhancement plans for its Global Services Operating Architecture (GSOA). The improved system will be available by year-end in the U.S., Europe, the Middle East, Africa and Australia. Asia-Pacific operations went live last month.

The GSOA is Dimension Data's Service Management system -- the mechanism that automates efficient and consistent worldwide service delivery and enables the company to meet stringent Service Level Agreements with its clients. Now leveraging Software as a Service (SaaS) technology, the GSOA will provide Dimension Data clients with a lightweight, yet comprehensive, approach, saving time and money, while eliminating the frustrations associated with traditional service delivery models.

"It's no secret that SaaS is one of the most impactful trends in the IT software space," said Ettienne Reinecke, Dimension Data's Group CTO. "By alleviating many of the traditional installation issues, such as large upfront license fees, lengthy implementation times, and difficult access by the mobile force, this new technology will allow us to better meet client needs in terms of information visibility and adaptability -- while at the same time improving our own internal operational efficiency."

The enhanced platform offers clients a modern Services Portal, with real-time service dashboards, self-service and enhanced integration capabilities. Multinational clients benefit from consistent service delivery, managed through the new portal and implemented through the adoption of global ITIL V3 processes. Flexibility is one of the cornerstones of the new ITSM functionality -- Dimension Data will be able to localize and customize its workflow across various geographies, thus enabling it to respond to clients' changing requirements and technology changes with increased agility.

The GSOA initiative follows Dimension Data's recently completed migration to a next-generation SaaS ITSM platform for the delivery of its own internal IT services. The solution was deployed in four geographies and includes five virtual service desks, which operate on the same global system and can be adapted to accommodate different regional-specific workflow, presentation and integration needs.

"Given the success of our recent internal implementation of SaaS IT Service Management technology, we are confident that the impact of our new Service Delivery platform on our clients' operations will be profoundly positive," said Reinecke. "The investment supports Dimension Data's ongoing commitment to provide clients with a world-class service experience."

About Dimension Data

Dimension Data (LSE: DDT), a specialist IT services and solutions provider, helps clients plan, build, support and manage their IT infrastructures. Dimension Data applies its expertise in networking, converged communications, security, Microsoft, storage and contact center technologies and its unique skills in consulting, integration and managed services to create customized client services. For more information: Call 866-DIDATA-US or visit www.dimensiondata.com/na.

About Dimension Data's GSOA and Global Service Centers

Dimension Data's Services are managed and delivered from five Global Service Centers (GSCs) located in Boston, Frankfurt, Bangalore, Melbourne and Johannesburg. The people and processes in these GSCs are supported by a superior Service Management platform -- the Global Services Operating Architecture (GSOA). This platform is the mechanism that automates efficient and consistent worldwide service delivery and enables Dimension Data to meet its stringent Service Level Agreements with its clients.

Media Contacts: Lisa Grimes Melissa Turesky Dimension Data Davies Murphy Group (703) 217-2692 (781) 418-2414 lisa.grimes@us.didata.com ddna@daviesmurphy.com

SOURCE Dimension Data

Source: PR Newswire

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