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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 …

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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  • 1. Leveraging Managed Services for Cost effective eGovernment Operations
    +973-36040991 jorge.sebastiao@its.ws
  • 2. 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.
  • 3. Threats to Infrastructure
    DATA CORRUPTION
    APPLICATION FAILURE
    COMPONENT FAILURE
    HUMAN ERROR
    MAINTENANCE
    SITE OUTAGE
  • 4. eGov IT Challenges
    Cost Factors
    Consistency Support
    Cost of Infrastructure
    Timeliness ofimplementation
    Access toqualified resources
    Focus onCustomer Service
  • 5. eGov Priorities
  • 6. 3 key Drivers for outsourcing
  • 7. 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
  • 8. Scope of Management &Value
  • 9. Technology is not enough
    Technology
    Process
    People
  • 10. Process
    Holistic Implementation
    • SLA
    • 11. 24x7x365
    • 12. Industry Best Practices
    • 13. ITIL based processes
    • 14. Data Center Best Practices
    • 15. Latest Monitoring tools
    • 16. State of the Art knowledge base
    • 17. Secure technology
    Technology
    • Certified and Trained Staff
    • 18. Technical Experts
    • 19. Cross Training
    • 20. Onsite and Offsite
    People
  • 21. Global Delivery Services - GDS
    • On-site & Off-site resource Mix
    • 22. Fully managed and supported environment
    • 23. Enterprise Management Solution (EMS)
    • 24. Predictable cost model
    • 25. Performance & Trend analysis
    • 26. Alert, Monitoring, Notification & Escalation
    • 27. Training and Knowledge Transfer
    • 28. 24x7x365 with SLA
  • Managed Services Provide Agility
    • Knowledge Base
    • 29. Test fault diagnosis
    • 30. Root Cause analysis
    • 31. Quicker Response
    • 32. Response Planning
    • 33. Certified Resources
    • 34. Single Vendor Management
  • Infrastructure Best Practices
  • 35. Evolution of IT Outsourcing
  • 36. Managing Business SLA’s
  • 37. Partnership Model
  • 38. Introducing Maturity Outsourcing
    Focus on maturity Level
    Professional ITOutsourcingService
    Value to eGov
    Enable eGov Growth
    Establish ITO Metrics program
  • 39. Flexibility
    Managed
    Services
    Traditional ITO/FM
    Centralized Management
    0%Onsite
    Flexible
    Managed Services
    Approach
    100% Onsite
    100%Offsite
    0%Offsite
    Decentralized Management
  • 40. 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
  • 41. 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
  • 42. Managed Services
    Elements
  • 43. 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
  • 44. Example GDC in Cairo
  • 45. Process
    Structured Delivery
    L1
    Services
    L2
    Services
    L3
    Services
    Technology
    Network
    Mgmt
    Database
    Mgmt
    Application
    Mgmt
    Infrastructure
    Mgmt
    People
  • 46. Architecture
  • 47. CIO Dashboard Metrics
  • 48. GCC
    Operations
    Land
    Registry
    Operations
    Driving
    Permit
    Renewal
    Process
    SLA, OLA Metrics based Business Processes
    Applications
    Databases
    Infrastructure
    Network
  • 49. Structured Delivery
  • 50. Implementation Process
    Steady State
    Transition
    Plan
    Due
    Diligence
    Transformation
    Optimization
  • 51. Importance of Training, Skills
    Vertical (eGovernment Services)
    Products (Vendor Applications family)
    Technical (Tech HW, OS, NOS, DB)
    Processes, ITIL, PMP
    Soft Skills, Consulting, Present
  • 52. 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
    • Finalize the Plan
    • 53. Resource Plan
    • 54. Setup of Primary Responsibility to RMS
    • 55. Full-fledged Operations Start
    • 56. Ongoing SLA ownership
    • 57. Setup Audit
    • 58. Completion of Knowledge Acquisition
    • 59. Assumptions Validation
    • 60. Infrastructure Setup Kickoff
  • Governance Management
  • 61. Financial Model ITO
  • 62. Managed Services20/20 Vision
    Technology
    Integration
    Predictable
    Cost
    Model
    Managed
    Services
    Skilled
    Resources
    Best Practices
  • 63. Questions?