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It progress v2 apr2011

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IT outlook for Kuwait's leading insurance provider in 2011

IT outlook for Kuwait's leading insurance provider in 2011

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  • 1. IT Department Progress April 2011
  • 2. Agenda • •IT 2010 & 1st Quarter of 2011 Progress Report. And Requirements. •IT Program Progress Report •IT SOA proposal
  • 3. I.T. Progress Chart • # I.T. Issues and Achievements Year 2009 Year 2010 Year 2011-Qtr 1 1 Department Quality Objectives Not Achieved Achieved N/A 2 Department Organization Structure No Yes Yes 3 Policies and Procedures No Yes Yes 4 Backup Plan and Procedures No Yes Yes 5 Disaster Recovery & Business Continuity Plan No Yes Yes 6 High Availability Plan No Yes Yes 7 Data Storage Solutions No Yes Yes 8 Data Center Room No Yes Yes 9 Core Insurance Application Login Problem Yes No No 10 Microsoft Legal and License Compliances Yes No No 11 Budget Management – outstanding payments settlement No Yes Yes 12 Communication and Collaboration with Vendors Poor Good Good 13 Service Level Agreements for IT Equipment’s and Solutions No Yes Yes 14 IT Store Availability No Yes Yes 15 IT Meeting Room Availability No Yes Yes 16 Staff Career Path No Yes Yes 17 Staff Training No Yes Yes 18 Staff Knowledge Transfer No Yes Yes 19 Communication with and Service to technical departments Poor Good Good 20 Pending issues in Helpdesk System 370 cases Non Non 21 Unutilized Assets in Store Yes No No 22 ISO Audit Non conformity No non-conformity No non-conformity 23 Email utilization Limited All employees All employees 24 Security System and Antivirus No Yes Yes 25 Branch Connectivity Poor Good Very Good 26 Social Networking Engagement – Promote Business No No Yes
  • 4. I.T. Progress Report • I.T. Issues and Achievements 2009 2010 2011 1 Department Quality Objectives No clear & Achievable objectives. No focus on goals led to poor performance. Set 8 specific, measurable and realistic objectives which were achieved within an ideal timeframe. 2 Department Organization Structure There was no definite Department structure & responsibilities allocated to IT staff. The IT Department was restructured with definite functional areas, designations and job roles that fits with the current industry best practices. Restructure will be proposed
  • 5. WIC IT Manager Assistant Manager – Business Support Application Support Team Leader Specialist System Analyst System Analyst 2 System Analyst 1 Service Desk Team Leader Service Desk Agent 2 Service Desk Agent 1 Service Desk Agent 1 Assistant Manager - Infrastructure Network Team ( Out Sourced ) Data Center Team Leader Database Administrator specialist Database Administrator 2 Database Administrator 1 System Administrator specialist System Administrator2 System Administrator1 Technical Support Team ( Out Sourced ) IT Deputy Manager Department Assistant Assistance General Manager Senior Manager Manager Deputy Manager Assistance Manager Team Leader Specialist Technical 2 Technical 1 IT
  • 6. • I.T. Issues and Achievements 2009 2010 2011 3 Documentation, Policies and Procedures No clear procedures. No policies No KPI’s No documentation Updated policies, procedures and forms that are clear guidelines for implementing tasks aimed to improve quality of the service and customer satisfaction 4 Backup Plan and Procedures Routine Data and Program backup for Core Insurance Application is done by designated support staff daily, weekly, monthly and yearly. Daily and weekly backup tapes are stores in the IT department fire proof safe. Month end and Year end backup tapes are stored in bank safe. Legato Backup solution for the domain controller was inactive. Core Insurance Backup procedures are improved by running automated scripts. The backup media are stored safely in IT department fire proof safe and externally in bank safe. Automated weekly full backup solution from Microsoft (DBM) for system state of domain servers & staging servers and Exchange Email system backup is done.
  • 7. • I.T. Issues and Achievements 2009 2010 2011 5 High Availability, Disaster Recovery & Business Continuity Plan No proper planning for Disaster Recovery. The company experienced 3 major disasters leading to huge financial losses due to unavailability of system in this period. We have a backup server hosted in Fahaheel branch where we can load the backup and fail over the back up to it as a Disaster recovery plan. 6 Data Storage Solutions Storage was hosted on a local disk without any redundancy for the storage which was risking the company data with any disk failure. A new high available centralized SAN storage implemented.
  • 8. • I.T. Issues and Achievements 2009 2010 2011 7 Data Center Room No firefighting system No proper SC system No room isolation No redundant power backup No humidity control system Noisy environment of IT department All servers hosting applications like Core Insurance Application, IP Telephony, IPTV Systems, Queuing Management System, Time & Attendance System, Domain Controller, Exchange Email system and the UPS was located at the 8th floor of Warba towers. All servers including Web servers and Database servers for the new environment and UPS have been successfully shifted to the Data Center located at the Mechanical Floor to properly manage the space occupied by IT Assets. Implemented all the missing data center requirements like firefighting system, a proper AC system, isolation, humidity control system and redundant backup power and having DR site for the core infrastructure systems like Domain controller, Active Directory, Exchange.
  • 9. • I.T. Issues and Achievements 2009 2010 2011 8 Core Insurance Application Login Problem Old UNIX server acting as application and database server had major issues with user logins and performance. Beyond 60 user logins IT staff had to provide assistance for rest of the employees to log on to the system which was consuming 50% of IT resources, time and efforts. A new server was configured and installed for the COINS Application to function as the Main server. All user login issues were resolved, high speed and performance achieved with this implementation. Two servers are now dedicated to serve as backup and disaster recovery. 9 Microsoft Legal and License Compliances There was a License Compliance Issue with Warba Insurance that was raised to Microsoft Legal Department. Licenses were missing for MS Windows Server 2003, MS Exchange Server 2003 and CCMS 2003 Legal issue fully resolved and Microsoft are now investing through human resources man days and major discounts to improve Warba IT infrastructure and business efficiency and considering Warba as a strategically partner and case study in the insurance industry. Also Warba implemented and upgraded for a new Microsoft Environment with new virtualization solution. Old versions of Microsoft Products are upgraded with latest versions and correct license structure to increase business value.
  • 10. • I.T. Issues and Achievements 2009 2010 2011 10 Budget Management – outstanding payments settlement There were several outstanding payments with IT Vendors. All major and known outstanding payments was resolved and closed by going through a fair negotiation and winning major discount on most of those outstanding payments within 2010. 11 Communication and Collaboration with Vendors Poor communication with IT Vendors leading to constrained relationships and ineffective service delivery. Developed strong relations with IT Vendors via good communication thereby obtaining quality and continued service.
  • 11. I.T. Issues and Achievements 2009 2010 2011 12 1. Service Level Agreements for IT Equipment’s and Solutions 1. SLA’s with IT Vendors were not signed. 1. SLA’s signed with Vendors for Network Equipment Maintenance, Network Support and Consultancy, DMS Image Links Application, Fixed Assets Tracking System, ID Card Software, IP CCTV System, IP Access Control System, Queuing Management System, IP TV System and Video Conferencing System which resolved. 13 1. IT Store Availability 1. No proper location to store IT assets and equipment. 1. A separate room allocated to store IT assets and equipment in the Mechanical Floor of the Building.
  • 12. • I.T. Issues and Achievements 2009 2010 2011 14 IT Meeting Room Availability There was no meeting room to conduct meetings A new meeting room available in the 8th floor to conduct IT meetings or workshops. 15 Staff Career Path There was no clear career for the IT staff. A clear career path is prepared for all IT staff in different areas to follow with an organization structure that fits industry standards.
  • 13. I.T. Issues and Achievements 2009 2010 2011 16 Staff Training No professional training was provided for the IT staff. No training provided to staff of technical department Several professional training courses were provided to IT staff which includes Effective Project Management, MS Project 2010, and Writing Queries using MS SQL, Implementing and Maintaining SQL Server 2008. Training provided to staff of technical department in Microsoft Office Products. 17 Staff Knowledge Transfer There was no method devised to share knowledge among different functional areas. Created a network drive wherein all documents are added to share knowledge among different functional areas within IT department.
  • 14. • I.T. Issues and Achievements 2009 2010 2011 18 Communication with and Service to technical departments Poor communication and delayed service delivered to technical departments Communication levels were improved; job requests response time reduced and overall service to all technical departments improved which reflected in the Quarterly Survey Reports. 19 Pending Issue in Helpdesk system 371 open calls in Helpdesk at the end of 2009. All pending calls closed and proper follow ups for every call by the Service Desk team.
  • 15. • I.T. Issues and Achievements 2009 2010 2011 20 ISO Audit ISO Internal Audit results for IT showed non conformity issues. ISO Internal/External Audit results showed no non conformity issues. Positive observations made in ISO External Audit conducted in Nov 2010 include • Effective top management to QMS by improving IT department resources. • High and updating servers’ room security and work environment control. • IT Department personnel are competent 21 Email utilization Only a limited number of employees were using Company email system. A new policy is created to manage email system of the company and migrated And provide the email service to all employees.
  • 16. • I.T. Issues and Achievements 2009 2010 2011 22 Security System and Antivirus Norton Antivirus solution which was expired and not supported. A new security solution and antivirus, Microsoft Forefront with 250 User licenses was purchased to protect users from viruses, malicious programs and other security threats 23 Branch Standard Branches are not connected to the domain. Limitations in the online support. No connectivity backup plan. Some branches on dial-up. Not supported by the security system. Several issues with the email service. All branches are connected to the domain. Backup plan for the connectivity. Supported by security system. Email service provided to all branches. A fully new standard prepared.
  • 17. • I.T. Issues and Achievements 2009 2010 2011 24 Social Networking Engagement – Promote Business No social networking engagement to promote business. Engage customers through the world’s most popular social networking site – Facebook. Dramatically increase company exposure online. Enable customers to quickly promote the company to friends and family
  • 18. E2E Project List • Project Name Status Start Date End Date Cost (KWD) Paid (KWD) Remaining (KWD) First Apex In progress 60 % Aug-2010 Dec-2011 246,325 161,846 84,479 Hardware Done Aug-2010 Sep-2010 93,980 87,350 6,630 MS Dynamics In progress 40 % Mar-2011 Dec-2011 110,532 42,787 67,745 MS Infrastructure In progress 85 % Jan-2010 Dec-2012 79,317 95,665 (16,348) MS SQL In progress 75 % Aug-2010 Jun-2011 35,640 12,833 22,807 Training In progress 25 % Aug-2010 Dec-2011 29,000 6,692 22,308 Oracle Web Logic Not Start May-2011 Dec-2011 25,000 25,000 MS Project In progress 60 % Oct-2010 Dec-2011 2,500 1,500 1,000 Operational In progress Aug-2010 Dec-2012 277,360 23,440 253,920 Total Amount (KWD) 899,654 432,113 467,541
  • 19. Insurance Program Scope and Timeline • Task Name Start Date Finish Date Percentage Complete GAP ANALYSIS & PRODUCT DEFINITION 17-08-2010 23-12-2010 FG – 100% FM – 50% FL – 50% CONSOLIDATION OF CHANGE REQUESTS FOR SCOPING 08-12-2010 30-12-2010 100% SCOPING 03-01-2011 27-01-2011 100% IMPLEMENTATION 03-01-2011 31-05-2011 In progress EXECUTION OF PRE-UAT BY FIRSTAPEX AND WARBA IT 16-01-2011 05-06-2011 In progress TRAINING TO BUSINESS USERS 12-06-2011 23-06-2011 Not Started UAT – WARBA USERS 26-06-2011 15-09-2011 Not Started PARALLEL RUN 17-09-2011 30-11-2011 Not Started PREPARATION FOR GO-LIVE 01-12-2011 01-01-2012 Not Started GO-LIVE 01-01-2012 01-01-2012 Not Started
  • 20. Risks The Risk Action Plan • Arabic Data Migration Microsoft Consultant SQL Assist to plan, develop and implement the Migration. Resource: Available. • Implementation for Group Life FirstApex Consultant will come to assist and finalize the GAP Analysis of the Department. Resource: Next Week. • Group Medical New Development Module Different Workflow of the current available module by FirstApex. Developing of a new module based on Warba requirements to be ready by end of April. • FirstApex Labels Translation to Arabic There are a good Cooperation between the I.T. Department and the Technical Department specialists to get the best common understandable translation for both common & non-common Labels. Then to be provided to First Apex • Summer time Leaves The planned period for the Training & UAT is the summer time, which is the vacations & annual leaves season for the employees.•
  • 21. ERP Status • ERP Solution: – GAP Analysis & Customer Requirements Gathering Phase was finished. – INC to provide the GAP Analysis & Customer Requirements Understanding Report about the Financial Department to review & proceed. • Integration: – Customer Credit will be defined in Microsoft Dynamics and will effect FirstApex System. – Exchange Rate will be defined in Microsoft Dynamics and will effect FirstApex System. – Policy Insurance Level, immediate effect on Microsoft Dynamics once posting in the FirstApex System. Effect FirstApex MicrosoftAX Dynamics Insurance Transaction PolicyPosting YES YES Non-Insurance Transaction Non-Insurance NO YES ExchangeRate Rating YES YES CustomerCredit Rating YES YES Pyament Insurance YES YES Non-Insurance NO YES
  • 22. • Integration Channel ERP Solution for Finance and HR Web Logic Adapter AX Adapter First Life Web logic Server First Gen AX Dynamics Insurance System SOA for Integration
  • 23. • Integration Channel ERP Solution for Finance and HR Web Logic Adapter AX Adapter First Life Web logic Server First Gen AX Dynamics Insurance System New Website Online services Made System MOI Share Point Internal Portal MOC CRM IVR AAA WAPMED AIG
  • 24. • Integration Channel ERP Solution for Finance and HR BizTalk First Life Web logic Server First Gen AX Dynamics Insurance System New Website Online services Made System MOI Share Point Internal Portal MOC CRM IVR AAA WAPMED AIG
  • 25. SOA for Integration • WIC IT Manager Assistant Manager – Business Support Application Support Team Leader Specialist System Analyst System Analyst 2 System Analyst 1 Service Desk Team Leader Service Desk Agent 2 Service Desk Agent 1 Service Desk Agent 1 Assistant Manager - Infrastructure Network Team ( Out Sourced ) Data Center Team Leader Database Administrator specialist Database Administrator 2 Database Administrator 1 System Administrator specialist System Administrator2 System Administrator1 Service Oriented Application Team Specialist Service Architect Service Architect 2 Service Architect 1 Department Assistant
  • 26. • Storage Layer DS3950 SAN Storage FC Drive: 4.8 TB SATA Drive: 6.0 TB DS3400 SAN Storage SAS Drive: 2.4 TB SATA Drive: 4.0 TB DR TestingMain Testing Database Layer Application Layer Web Layer Gateway Layer Main Production DR Production SQL-02 DL380G 5 (14) Test-DB Server-01 IBM BladeCente r HS22 (13) Test-DB Server-02 IBM BladeCenter HS22 (12) Test-WEB & WEB App Server IBM BladeCenter HS22 (1)SQL-02 IBM BladeCente r HS22 (2)SQL-01 IBM BladeCente r HS22 (19)DB Server-03 IBM BladeCenter HS22 (23) Test-DB Server IBM BladeCenter HS22 (21)HyperV- 05 IBM BladeCenter HS22 (20)DB Server-04 IBM BladeCenter HS22 (17)WEB Logic Server-03 IBM BladeCenter HS22 DC-03 Virtual Server Exch03 Virtual Server AX-04 Virtual Server (18)WEB Logic Server-04 IBM BladeCenter HS22 (22) Test-WEB & WEB App Server IBM BladeCenter HS22 (15)Hyperv- 06 IBM BladeCente r HS22 (16)Xtra Server IBM BladeCente r HS22 KEMP Load Balancer CISCO ASA 5520 POWER STATUS ACTIVE VPN FLASH Adaptive Security Appliance SERIES Cisco ASA 5520 (05) DB Server-01 IBM BladeCenter HS22 (06) DB Server-02 IBM BladeCenter HS22 FirstApp SQLCluster AX&MOSS &BT SQLCluster Hyper-V Cluster Staging SQL Cluster FirstAppDR SQLCluster SQL-03 Virtual Server Test-AX Virtual Server Warba03 172.16.60.50 Warba08 172.16.60.60 Warba01 172.16.60.10 Warba02 172.16.60.20 WarbaCLS01 172.16.60.15 Warba04 172.16.60.30 Warba05 172.16.60.40 WarbaCLS02 172.16.60.35 Warba06 172.18.60.70 Warba07 172.18.60.80 WarbaCLS03 172.18.60.75 Warba09 172.18.60.90 WarbaCLS04 172.16.60.55 BobyanCLS01 172.16.70.15 Bobyan05 172.18.70.50 kubbar06 172.18.70.80 kubbar07 172.18.70.90 Kubbar05 172.16.80.30 172.16.70.100 Kubbar10 172.18.80.60 Ikarous0801 172.16.70.61 Ikarous0501 172.18.70.51 Ikarous0601 172.18.70.61 Ikarous0503 172.18.70.53 Ikarous0502 172.18.70.52 staging -SQL Virtual Server Ikarousw03-01 172.16.60.51 WarbaCLS05 172.18.60.95 MSDTC 172.16.60.56 MSDTC 172.16.60.16 MSDTC 172.16.60.36 MSDTC 172.18.60.76 MSDTC 172.18.60.96 (03)WEB Logic Server- 01 IBM BladeCenter HS22 (04)WEB Logic Server- 02 IBM BladeCenter HS22 kubbar01 172.16.70.60 kubbar02 172.16.70.70 (09)HyperV-02 IBM BladeCenter HS22 AX-02 Virtual Server SCCM Virtual Server SCOM Virtual Server AX-01 Virtual Server AX-03 Virtual Server Storage Mgt Virtual Server FCS Virtual Server Bobyan01 172.16.70.10 Bobyan02 172.16.70.20Ikarous0101 172.16.70.11 Ikarous0102 172.16.70.12 Ikarous0103 172.16.70.13 Ikarous0104 172.16.70.14 Ikarous0201 172.16.70.21 Ikarous0202 172.16.70.22 Ikarous0203 172.16.70.23 (08)HyperV-01 IBM BladeCenter HS22 (10)HyperV- 03 IBM BladeCenter HS22 Exch01 Virtual Server DC-02 Virtual Server MOSS02 Virtual Server Ikarous0302 172.16.70.32 Ikarous0301 172.16.70.31 Ikarous0303 172.16.70.33 Bobyan03 172.16.70.30 (11)HyperV- 04 IBM BladeCenter HS22 Exch02 Virtual Server DC-01 Virtual Server MOSS01 Virtual Server SCVMM Virtual Server Bobyan04 172.16.70.40 Ikarous0401 172.16.70.41 Ikarous0402 172.16.70.42 Ikarous0403 172.16.70.43 Ikarous0404 172.16.70.44 Exch04 Virtual Server Ikarous0602 172.18.70.62 MPS Virtual Server Ikarous0204 172.16.70.24 BT-02 Virtual Server BT-02 Virtual Server (07) Xtra Server IBM BladeCenter HS22 DW DB Virtual Server SQL-01 DL380 G5 BT Virtual Server MOSS Virtual Server StagingSQL Cluster MOSS-03 Virtual Server BT-03 Virtual Server KEMP Load Balancer CISCO ASA 5520 POWER STATUS ACTIVE VPN FLASH Adaptive Security Appliance SERIES Cisco ASA 5520KEMP Load Balancer KEMP Load Balancer Bobyan07 172.16.70.50Ikarous0701 172.16.70.51 Bobyan06 172.18.70.60 Ikarous0504 172.18.70.54 Ikarous0603 172.18.70.63 Bobyan09 172.16.70.70 Bobyan08 172.16.70.60 Ikarous0304 172.16.70.34 Ikarous0404 172.16.70.44 BobyanCLS02 172.16.70.65 Ikarous0901 172.16.70.71Ikarous0902 172.16.70.72
  • 27. • • SOA Implementation Cost ( HW, Software & services will be around KD 40,000 • Required Employees for SOA Team to start are ( 2 ) The Monthly salaries for both will be between:1800KD & 2500KD • IT Department is highly recommending to implement the SOA now.
  • 28. Thank you

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