ANAO outsourcing deal to include ITIL

The Australian National Audit Office (ANAO) has extended its long-running outsourcing deal with Unisys Australia for another five years to improve its service management and handle multisource agreements.

Information Technology Infrastructure Library (ITIL) version 2 will be upgraded to the third version to improve the agency’s service desk operations under the extended deal including continuity, knowledge, strategy, portfolio, incident, problem, change, configuration, capacity and system management. Unisys will also become the office’s “multisource integrator” to tighten collaboration between the office and its 17 external service providers. It will build an IT service catalogue by mapping roles and responsibilities of external service providers, and the ANAO’s IT teams, and use a matrix tool to illustrate the interdependencies between the service providers to determine and enforce accountability, improve delivery and reduce operational risk.

The company will continue to provide desktop and infrastructure support, LAN and security administration, desktop asset management and change control support under the deal. Office CIO, Gary Pettigrove, said the outsourcing deal cut costs and improved its service delivery to other government agencies.

“An outsourced model for IT services has proven successful by enabling us to not only reduce costs but also deliver efficiencies in our provision of audit services to some 300 government bodies,” Pettigrove said in a written statement. “This is designed to help achieve better efficiency, effectiveness and coordination of ICT management in line with the recommendations of the Gershon Report.” Unisys provides end user services, multisourcing management and biometric solutions for the Department of Immigration and Citizenship and has service agreements with the Department of Defence spanning more than three decades.

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