ITS E-Gov Managed Services Cost Effective Solutions

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The following presentation will review the challenges of Information Communication and Technology (ICT) and eGovernment IT Infrastructure operations in the GCC area and how the usage of Managed Services delivers unique business value. eGovernment sector continues to be one of the most aggressive areas in which Government invest in ICT industry trying drive better services to citizens, introduce new services and leverage the latest technologies.
In the GCC these eGovernment challenges and dynamics are further compounded by:
• Non-Agile and slow technical support
• High turnover of skilled technical resources
• Difficulty in staying current with the latest technical developments
• Working conditions are sometimes difficult to attract skilled ICT labor
• Demand for low cost and highly cost effective operational solutions
Managed Services as a practical solution to this problem must address all the angles to be efficient and effective:
• Quicker deployment times
• Better Services Level Agreements
• Access to qualified people
• Implementation of the latest best practices, process and knowledge bases
• Leverage the latest monitoring, diagnostic and automation technologies
A cost effective Managed Services solution combines also the correct mix of on-site and off-site resources to achieve the best customer responsive service while containing operational cost. By combining this further with monitoring and automation technologies further savings can be achieve while preserving consistency and quality of service.

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ITS E-Gov Managed Services Cost Effective Solutions

  1. 1. Leveraging Managed Services for Cost effective eGovernment Operations +973-36040991 jorge.sebastiao@its.ws
  2. 2. “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. Quote
  3. 3. Threats to Infrastructure DATA CORRUPTION COMPONENT FAILURE APPLICATION FAILURE HUMAN ERROR MAINTENANCE SITE OUTAGE
  4. 4. • Cost Factors • Consistency Support • Cost of Infrastructure • Timeliness of implementation • Access to qualified resources • Focus on Customer Service eGov IT Challenges
  5. 5. eGov Priorities
  6. 6. 3 key Drivers for outsourcing
  7. 7. Why should you care? Better Infrastructure Availability Best Practices Quick troubleshooting Knowledge base Higher Availability Efficient Operations Support Availability of qualified resources Infrastructure protection ITIL Best Practices 24x7x365 Monitoring Vendor Management Managed People, Process, Technology
  8. 8. Scope of Management & Value
  9. 9. Technology ProcessPeople Technology is not enough
  10. 10. Process Technology People  SLA  24x7x365  Industry Best Practices  ITIL based processes  Data Center Best Practices  Latest Monitoring tools  State of the Art knowledge base  Secure technology  Certified and Trained Staff  Technical Experts  Cross Training  Onsite and Offsite Holistic Implementation
  11. 11. 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
  12. 12. Managed Services Provide Agility • Knowledge Base •Test fault diagnosis •Root Cause analysis •Quicker Response •Response Planning •Certified Resources •Single Vendor Management
  13. 13. Infrastructure Best Practices
  14. 14. Evolution of IT Outsourcing
  15. 15. Managing Business SLA’s
  16. 16. Partnership Model
  17. 17. Introducing Maturity Outsourcing • Focus on maturity Level – Professional IT Outsourcing Service – Value to eGov – Enable eGov Growth – Establish ITO Metrics program
  18. 18. 100% Onsite 100% Offsite 0% Onsite 0% Offsite Traditional ITO/FMManaged Services Centralized Management Decentralized Management Flexible Managed Services Approach Flexibility
  19. 19. Network Platforms Database Storage Applications Business Relationship and Supplier Management Capacity planning and Financial Management Service Level Management Service Continuity, Security Capacity and Availability Management Change, Configuration and Release Management Monitoring, Incident and Problem Management Level-1 Resolution Processes 80-100% Offsite Level-2 Operational Processes 20-80% Offsite Level-3 Strategic Processes 100% Onsite Cost Effective Management Mix
  20. 20. Policies Processes, Process Diagrams & Models Procedures and Guidelines Templates, Forms, Checklists Self Help, Knowledge Articles, Project Artifacts How to achieve organization goals and objectives Organization Goals and Objectives How to perform the activities that are needed Artifacts used to perform activities References to use for efficient performance Best Practices Structure
  21. 21. Managed Services Framework Desktop Network Servers Databases Storage Applications Monitoring, Automation Tools ITIL Compliant Best Practices Aggregated Reporting / Portal / I2MP, Service Desk Redundancy / High Availability / Disaster Recovery Onsite Offsite Vendor A Vendor B Call Center Center of Excellence
  22. 22. Example GDC in Cairo
  23. 23. Structured Delivery L1 Services L2 Services L3 Services Infrastructure Mgmt Network Mgmt Database Mgmt Application Mgmt Process Technology People
  24. 24. Architecture
  25. 25. CIO Dashboard Metrics
  26. 26. GCC Operations Land Registry Operations Driving Permit Renewal Process Applications Databases Infrastructure Network SLA, OLA Metrics based Business Processes
  27. 27. Structured Delivery
  28. 28. Transformation Optimization Due Diligence Steady State Transition Plan Implementation Process
  29. 29. Importance of Training, Skills Vertical (eGovernment Services) Products (Vendor Applications family) Technical (Tech HW, OS, NOS, DB) Processes, ITIL, PMP Soft Skills, Consulting, Present
  30. 30. Project Plan Initialize Operation Support Steady State Organization Change Management Ongoing Support • Setup of Primary Responsibility to RMS • Full-fledged Operations Start • Ongoing SLA ownership • Assumptions Validation • Infrastructure Setup Kickoff Planning Service tracks Infrastructur e Change Management Service Levels Due Diligence DueDiligence GroundWork • Setup Audit • Completion of Knowledge Acquisition • Finalize the Plan • Resource Plan Logistics, Staffing, Infrastructure, Contract Management and Process Integration Planning Start-Up Steady state
  31. 31. Governance Management
  32. 32. Financial Model ITO
  33. 33. Managed Services Skilled Resources Technology Integration Best Practices Predictable Cost Model Managed Services 20/20 Vision
  34. 34. Questions?

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