IT outlook for Kuwait's leading insurance provider in 2011

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