Case study Managed Services

Managing business critical infrastructure

Publications Office of the European Union
Case study Image

In brief

Challenge

  • Manage the complex infrastructure
  • Deliver with accredited and specialist engineering skills
  • Deliver round-the-clock operational support
  • Deliver value for money
  • Ensure high service availability and business continuity

Solution

  • Highly experienced and fully accredited Halian FTE team
  • On-site and remotely managed by dedicated Service Delivery Manager
  • All SLA requirements met for infrastructure operations
  • Competitive fixed monthly cost
  • Collaborative long term partnership

Background

The role of the Publications Office of the European Union is to produce and disseminate the publications of the institutions of the European Union. It publishes a daily Official Journal of the European Union in at least 23 languages as well as regular publicity for EU initiatives and activities. The office also offers a number of online services associated with information on EU law, EU publications, public procurement and EU research and development. 

Challenge

With one of the largest technology infrastructures in Luxembourg, the Publications Office was looking to identify an organisation to support its business critical, round-the-clock operations and provide specialist engineering skills and operational experience. The complex open systems environment covers test and production systems utilizing multiple operating platforms (Oracle Solaris, Red Hat Linux & Windows), storage software (HDS & STK), database software (Oracle & Adabas/Natural) as well as leading edge document management technology (Documentum). Halian’s challenge was to demonstrate through open tender process how it would deliver the required services both on-site and remotely, show value for money and ensure the highest levels of service availability and business continuity. 

Solution

Halian’s approach to long term managed service engagements is to always to work with our customer for the whole journey as a “trusted partner”. On the expiry of our last four-year engagement dating from 2011, Halian successfully re-tendered the managed service contract in 2015 for a further five years. This relationship has been led throughout by the same dedicated Service Delivery Manager.

Based on a monthly fixed price SLA with 7am to 7pm and out-of-hours on-call coverage, the current service includes the installation and configuration of server software and systems in the live environment and monitoring of applications performance in both test and production environments, as well as Oracle and Adabas database administration support. The managed service also provides incident and problem resolution (diagnosis of software and hardware problems) definition, validation and testing of the backup and disaster recovery procedures and rules, capacity management and contingency planning. And our service responsibility extends to IT security management, maintenance of the server procedures manual and disaster recovery plans all within an ITIL framework to fully accommodate Publications Office operational requirements. 

Outcome

Halian’s team of 19 full time and accredited technical staff are now working with the Publications Office Operations and Engineering department both on- and off- site. The re-appointment of Halian reflects our good cultural understanding of the Publications Office organisation, the robustness of our service, the reliability of our team and, not least, the value of our long-standing collaborative relationship. We look forward to continuing our journey with the Publications Office.