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.
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.
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4. • Cost Factors
• Consistency Support
• Cost of Infrastructure
• Timeliness of
implementation
• Access to
qualified resources
• Focus on
Customer Service
eGov IT Challenges
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. 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. Managed Services
Provide Agility
• Knowledge Base
•Test fault diagnosis
•Root Cause analysis
•Quicker Response
•Response Planning
•Certified Resources
•Single Vendor Management
17. Introducing Maturity
Outsourcing
• Focus on maturity Level
– Professional IT
Outsourcing
Service
– Value to eGov
– Enable eGov Growth
– Establish ITO Metrics program
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. 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. 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
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