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THUS is one of the UK’s leading network operators, providing a range of voice, data and internet services, operating through the THUS and Demon brands. The company has a ground-breaking approach to technology, and has been first to market with a range of new customer services, including large-scale video streaming, TV-based email services, and multi-protocol label-switching.

With such a commitment to innovation, it is essential that THUS has an IT infrastructure that can adapt and scale to the needs of the business. As Bob Baxter, an IT manager at THUS, explains: “The delivery of new offerings to customers is reliant on technology, so we have to ensure that our IT systems and services are reliable and flexible.”

The company’s infrastructure also has to respond to business growth. Earlier this year, THUS acquired Your Communications and Legend, which has expanded its IT infrastructure by 30 per cent.

To ensure it has the resources and IT capabilities to meet these changing needs, THUS decided to outsource the non-core areas of its IT function. The first phase happened in 2001, when THUS signed a five-year desktop managed services contract with Computacenter Services. The contract was renewed and expanded in 2005 and Computacenter Services is now responsible for supporting 1,300 users plus four datacentres, 1,600 desktops/laptops and business applications.

The scope of the new agreement, which runs until September 2010, is very broad and includes a range of key IT services from configuration and patch management to maintenance and remote monitoring. Many of these activities are co-ordinated via an on-site service desk, which is managed by Computacenter Services.

Its team of 61 staff handle an average of 4,000 helpdesk queries a month. Around 70 per cent of these queries are dealt with remotely and resolved at the first attempt. Tom Porteous, a business specialist for Computacenter Services, commented: “By streamlining the level of manual intervention required to fix user problems, we are able to manage IT costs more effectively. As a result, we have been able to ensure THUS benefits from an efficient cost per desktop.” Computacenter Services also offers support for key projects, such as helping to plan and scope a server consolidation programme. And Computacenter Services will play a fundamental role in the integration of the IT systems of the two newly acquired companies, which will also involve the transfer of staff to Computacenter Services and a desktop/laptop refresh project.

The ability to respond quickly to business changes is a key benefit of working with an external provider.

“By selectively outsourcing areas of our IT to Computacenter Services, we can adopt a more agile approach to IT without incurring massive overheads,” comments Baxter. “We can scale up our requirements as needed, which means IT can remain closely aligned with the business.”

The relationship also enables THUS to focus its internal resources on more strategic projects. As Baxter explains: “Working with Computacenter Services means we can concentrate on our core competency, which is delivering IT systems that help support the launch of new services and products to our customers.” Computacenter Services has also helped THUS improve IT governance. “By working with Computacenter Services, we have access to both a broad IT skills set and service management best practice,” comments Baxter. “Having a single selective outsourcing agreement means the two companies have been able to build a truly trusting relationship, in which any problems can be solved openly and honestly.”

FURTHER INFORMATION
For more information go to www.computacenter.com/managed-services