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Leveraging Managed
Services for Cost effective
eGovernment Operations
+973-36040991
jorge.sebastiao@its.ws
“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
Threats to Infrastructure
DATA CORRUPTION COMPONENT FAILURE APPLICATION FAILURE
HUMAN ERROR MAINTENANCE SITE OUTAGE
• Cost Factors
• Consistency Support
• Cost of Infrastructure
• Timeliness of
implementation
• Access to
qualified resources
• Focus on
Customer Service
eGov IT Challenges
eGov Priorities
3 key Drivers for outsourcing
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
Scope of Management &
Value
Technology
ProcessPeople
Technology is not enough
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
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 IT
Outsourcing
Service
– Value to eGov
– Enable eGov Growth
– Establish ITO Metrics program
100%
Onsite
100%
Offsite
0%
Onsite
0%
Offsite
Traditional ITO/FMManaged
Services Centralized Management
Decentralized Management
Flexible
Managed
Services
Approach
Flexibility
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
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
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
Example GDC in Cairo
Structured Delivery
L1
Services
L2
Services
L3
Services
Infrastructure
Mgmt
Network
Mgmt
Database
Mgmt
Application
Mgmt
Process
Technology
People
Architecture
CIO Dashboard Metrics
GCC
Operations
Land
Registry
Operations
Driving
Permit
Renewal
Process
Applications
Databases
Infrastructure
Network
SLA, OLA Metrics based
Business Processes
Structured Delivery
Transformation
Optimization
Due
Diligence
Steady State
Transition
Plan
Implementation Process
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
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
Governance Management
Financial Model ITO
Managed
Services
Skilled
Resources
Technology
Integration
Best Practices
Predictable
Cost
Model
Managed Services
20/20 Vision
Questions?

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ITS E-Gov Managed Services Cost Effective Solutions