Simplify your processes, improve efficiencies and reduce costs while increasing your organisation’s IT security performance with Decipher Works’ outsourced solutions.

Achieve greater levels of scalability, get access to high quality expertise on demand, and free up your personnel and budget to focus on driving your business forward.

www.decipherworks.com.au

Customised Outsourcing

SECURING YOUR ENTERPRISE

Working with Decipher WorksAt Decipher Works we specialise in helping you leverage your organisation’s IT infrastructure and maximise return on investment. As a certified IBM Security Systems partner, we draw on our strong industry experience to design, deliver and manage customised IT solutions aligned to your business goals.

Our team includes former IBM software engineers who have worked directly on the development of core IBM products, as well as some of the country’s most experienced solutions and technology developers and configuration specialists.

Decipher Works develops technology for, and provides services to, a range of medium and large organisations across a range of industries, both Government and private sectors.

As a reliable and committed IBM business partner, Decipher Works provides high-calibre services via its client-focused, structured and collaborative approach. Our consultants have a strong track record in the successful implementation of security, identity and access management systems, plus complementary application integration and software development services.

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Outsourcing to Decipher WorksAt Decipher Works we can help you with a complete support portfolio that ranges from an outsourced help desk, level 2 and 3 support specialists, through to system upgrades, strategic planning, and smart maintenance.

Our solutions provide you with local, high quality expertise on demand, freeing up your personnel and budget to focus on driving your business forward.

The Decipher Works Outsourcing Solution includes: • For Severity Level 1 and Severity Level 2 and critical security

patches, you will have:

a. a resolution within 4 hours (at the latest)

b. 24 x 7 support

c. phone responses within 15 minutes of logging a call

• Business hours phone support and remote defect diagnosis to correct non-urgent or non-critical defects.

• On-site diagnosis and support to restore service during business hours in the event that remote access support fails to resolve the defect.

• Changes to software configuration or patching where needed.

• Product patches and fix packs applied to your software to help you obtain optimum performance of the software in accordance with product vendor specifications.

• Unit testing of any modifications made to the software to ensure that any defects are remedied onsite in your development environment.

• Unit testing of any modifications made to the software onsite in your development environment to ensure that any new release or update operates correctly.

• Promotion of any successfully-tested modified software fix packs from your development environment to your production environment.

• Tuning of software to ensure software is operating at optimal levels.

• Monthly reviews of system performance and patch levels.

• Continued improvement and enhancements.

• Monitoring of alerting systems and agreed mechanisms to ensure follow up action is taken to remediate system outages.

SECURING YOUR ENTERPRISE

An assigned specialistYou are assigned a primary specialist who will have a thorough understanding of your systems and requirements, and who will serve as the primary link between your organisation and the Decipher Works support team.

Our specialist is dedicated to your system and works closely with your organisation covering a wide range of roles and services including:

• Technical Advisor – assisting with technical QA & engagement health, and the technical balance between baseline maintenance and enhancement requests.

• Trouble-shooter – providing advice on best practices and trends from an ITIM technical perspective.

• SOW and quotations for enhancement services.

• Acting as standby for incident and problem resolution.

• Lead responsible for day-to-day running of engagement for support activities.

• Performing administration plus (level 2 and 3) technical support.

• Incident management.

• Monitoring of platform and lead for continued improvements.

• Perform maintenance and operations tasks, issue resolution ticket closure and minor enhancements.

• Lead on workflow and user interface changes and minor software development enhancements and continued improvement on reports user interface.

Smart maintenanceThe Decipher Works Smart Maintenance program embodies a practical, real-world ITIL-conformant approach to problem management that resolves the root causes of incidents and minimises the adverse impact of incidents and problems on businesses.

Our problem-management process reduces the number and severity of incidents and problems for your business. And we support you with a proactive process that identifies and resolves problems before incidents occur.

Smart Maintenance services cover:

• Identity Management

• Performance monitoring & capacity planning

• Performance fine tuning

• Installing and configuring latest fix packs (excluding major release upgrades)

• Access Management

• Directory Servers

• Performance monitoring

• Database performance monitoring

• Websphere Application Server monitoring

• Third Party Adapters

Identity and Access ManagementAt Decipher Works we can help you manage your Identity & Access Management solution by employing our iterative management method. We align and realign our services to your changing business needs by identifying and implementing improvements to the services that support your business processes.

We improve process effectiveness, efficiency and cost effectiveness of service processes through the entire lifecycle. To manage this improvement, we use the following process:

1. Identify the strategy for improvement.

2. Define what will be measured.

3. Gather the data.

4. Process the data.

5. Analyse the information and data.

6. Present and use the information.

7. Implement improvement to completion.

www.decipherworks.com.au

Contact Us Phone: 1300 724 880

Email: services@decipherworks.com.au

Postal address: GPO Box 946 Sydney NSW 2001

Offices: Level 3, 250 Pitt Street Sydney NSW 2000

The benefits of outsourcing to Decipher Works

Contact Decipher Works to discuss how we can help you achieve your aims quickly, efficiently and cost-effectively.

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SECURING YOUR ENTERPRISE

The Decipher Works team has a wealth of real-world experience operating and maintaining mission critical security solutions. Our team’s experience spans a broad range of organisations each with their own unique set of challenges, from day-to-day operation of globally distributed online banking security infrastructure, through to provisioning accounts into the cloud for services such as Google and SalesForce.

Our outsourcing solution helps your organisation obtain the best return from their technology investment by:

Creating reliable and optimal system performance.

Mitigating risk of outages and associated business interruptions.

Evaluating, testing and applying appropriate system patches.

Offering a business enabler for timely deployment of new solutions.

Managing relevant data backups and recovery capability.

Addressing technical vendor support and problem resolution.