WA-based engineering and construction contractor, Doric Group, scooped Project of the Year at the fifth annual IT service management (ITSM) industry awards in Perth, WA, this week.
The company had completed a service management overhaul that required new service management tools and internal training. The project was designed to support the business objectives of doubling the size of the company within two years.
Project of the Year finalists included Monash University, Australian Defence Organisation and the Australian Electoral Commission.
NSW-based service management consultancy, Thinking Dimensions, took out the Innovation of the Year category for its approach of addressing the processes behind managing major IT incidents, identifying root causes and lessening their impact on service delivery from IT departments.
It researched, designed and developed a model, process, tools and techniques that can be used by incident managers to lessen the impact of major incidents on IT departments.
The other finalist was the Queensland Department of Transport and Main Roads.
Victoria-based projects firm, Sinclair Knight Merz, won the Service Desk Project of the Year for its completion of a project that consolidated the service desk operations of five of its business units spread across 40 offices throughout the world.
It now operates a single global service desk based in Sydney, which manages an average of around 5500 calls every month and manages a technical environment that includes over 4500 applications.
According to a statement by Sinclair Knight Merz, the service desk has resulted in improved processes, customers satisfaction, increased staff retentions as well as a drop in sick leave and absent staff.
There has also been a marked increase in the first level call resolution rate which has improved from 45 per cent to 75 per cent.
It was up against the Australian Defence Organisation (ADO) in this category.
In addition, Queensland-based IT Masters chief executive officer, Martin Hale, was awarded the Service Management Champion award for his work with Charles Sturt University (CSU) promoting ITSM certifications and developing post graduate qualifications aimed at IT professionals.
Freelance consultant, April Allen, was the winner of the best White Paper winner for her entry A simple guide to creating a knowledge base (and keeping it running) . Her white paper will be submitted to the itSMF International White Paper competition.
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