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Oracle eBS Support Outsourcing

Customer

Leighton Contractors has operations spanning Australia, Asia, New Zealand and Papua New Guinea and employs about 24,600 people, delivering and supporting about 160 projects. It delivers projects across the construction spectrum, from project management to build, own and operate.

Situation

The Oracle Solution Management (OSM) team was established in late 2014 to centralise all support for Leighton Contractor’s Oracle EBS solution (and some other applications, both COTS and bespoke). The application footprint OSM supported was quite large and had a base of around 10,000 users.

Complication

To increase support capability at a reduced cost, Leighton Contractors sought the assistance of a managed services provider. The required application support services needed to be provided under a Service Level Agreement (SLA) that ensured the support levels required and also ensured that the managed services provider was effectively integrated with Leighton Contractors' broader IT operations and support functions.

Resolution

BusineSPM assisted Leighton Contractors management in the preparation and negotiation of the SLA and subsequently coordinated the transition of application support to the managed service.

Recommendation

“Philip has been instrumental in establishing a sound basis for the engagement of an external managed support service and has coordinated our transition to that service.”

Rob Stuart, GM Oracle Solution Management, Leighton Contractors

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