ITS E-Gov Managed Services Cost Effective Solutions

Leveraging Managed Services for Cost effective eGovernment Operations
+973-36040991 jorge.sebastiao@its.ws

Quote
“Every morning in Africa a gazelle wakes up. It knows it must outrun the fastest lion or it will be killed. Every morning in Africa a lion wakes up. It knows it must run faster than the slowest gazelle or it will starve. It doesn’t matter if you’re a gazelle or a lion: when the sun comes up, you had better be running.”
- H.H. Sheikh Mohammed Bin Rashid Al Maktoum.

Threats to Infrastructure
DATA CORRUPTION
APPLICATION FAILURE
COMPONENT FAILURE
HUMAN ERROR
MAINTENANCE
SITE OUTAGE

eGov IT Challenges
Cost Factors
Consistency Support
Cost of Infrastructure
Timeliness ofimplementation
Access toqualified resources
Focus onCustomer Service

eGov Priorities

3 key Drivers for outsourcing

Why should you care?
Better Infrastructure Availability
Best Practices
Quick troubleshooting
Knowledge base
Higher Availability
Efficient OperationsSupport
Availability of qualified resources
Infrastructure protection
ITIL Best Practices
24x7x365 Monitoring
Vendor Management
Managed People, Process, Technology

Scope of Management &Value

Technology is not enough
Technology
Process
People

Process
Holistic Implementation

SLA
24x7x365
Industry Best Practices
ITIL based processes
Data Center Best Practices
Latest Monitoring tools
State of the Art knowledge base
Secure technology

Technology

Certified and Trained Staff
Technical Experts
Cross Training
Onsite and Offsite

People

Global Delivery Services - GDS

On-site & Off-site resource Mix
Fully managed and supported environment
Enterprise Management Solution (EMS)
Predictable cost model
Performance & Trend analysis
Alert, Monitoring, Notification & Escalation
Training and Knowledge Transfer
24x7x365 with SLA

Managed Services Provide Agility

Knowledge Base
Test fault diagnosis
Root Cause analysis
Quicker Response
Response Planning
Certified Resources
Single Vendor Management

Infrastructure Best Practices

Evolution of IT Outsourcing

Managing Business SLA’s

Partnership Model

Introducing Maturity Outsourcing
Focus on maturity Level
Professional ITOutsourcingService
Value to eGov
Enable eGov Growth
Establish ITO Metrics program

Flexibility
Managed
Services
Traditional ITO/FM
Centralized Management
0%Onsite
Flexible
Managed Services
Approach
100% Onsite
100%Offsite
0%Offsite
Decentralized Management

Cost Effective
Management Mix
Applications
Network
Platforms
Database
Storage
Level-1
Resolution Processes
80-100% Offsite
Monitoring, Incident and Problem Management
Change, Configuration and Release Management
Level-2
Operational Processes
20-80% Offsite
Capacity and Availability Management
Service Continuity, Security
Service Level Management
Level-3
Strategic Processes
100% Onsite
Capacity planning and Financial Management
Business Relationship and Supplier Management

Best Practices Structure
Organization Goals and Objectives
How to achieve organization goals and objectives
How to perform the activities that are needed
Artifacts used to perform activities
References to use for efficient performance

Managed Services
Elements

Managed Services Framework
Aggregated Reporting / Portal / I2MP, Service Desk
ITIL Compliant Best Practices
Monitoring, Automation Tools
Redundancy / High Availability / Disaster Recovery
Desktop
Network
Servers
Databases
Storage
Applications
Onsite
Offsite
Vendor A
Vendor B
Call Center
Center of
Excellence

Example GDC in Cairo

Process
Structured Delivery
L1
Services
L2
Services
L3
Services
Technology
Network
Mgmt
Database
Mgmt
Application
Mgmt
Infrastructure
Mgmt
People

Architecture

CIO Dashboard Metrics

GCC
Operations
Land
Registry
Operations
Driving
Permit
Renewal
Process
SLA, OLA Metrics based Business Processes
Applications
Databases
Infrastructure
Network

Structured Delivery

Implementation Process
Steady State
Transition
Plan
Due
Diligence
Transformation
Optimization

Importance of Training, Skills
Vertical (eGovernment Services)
Products (Vendor Applications family)
Technical (Tech HW, OS, NOS, DB)
Processes, ITIL, PMP
Soft Skills, Consulting, Present

Project Plan
Planning
Start-Up
Steady state
Steady
State
Due
Diligence
Initialize
Planning
Organization Change
Management
Service
Levels
Due Diligence
Ground Work
Ongoing
Support
Service tracks
Operation Support
Infrastructure
Logistics, Staffing, Infrastructure, Contract Management and Process Integration
Change
Management