Managed Hybrid IT
Until recently, SaskWater traditionally received IT support and application services from a shared services agreement with another government agency. This Agency provided and maintained all the IT infrastructure and applications as well as providing end user support.
Although this maintenance and support model did provide the infrastructure required for SaskWater to operate, a number of ongoing issues became apparent over time.
- Complete reliance on third party (Agency) for all provisioning of network, server, and storage resources
- No established Service Level Agreements for network services, applications, nor end user support
- Complete reliance on Agency for end user support
- End user support calls could take weeks before being actioned, in many cases SaskWater Managers had to assist end users with support to help fill the gaps in service
- Complete reliance on Agency for application support on shared databases
- No ability to budget IT expenses as support was billed on a per call basis
- No real DR strategy and backup solution in place
- No vision for the future
Based on our RFP response, WBM was ultimately awarded the contract to provide, implement, and deliver ongoing management of the primary and secondary datacentres, and as well provide complete lifecycle management of end user devices across the organization.