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.

1. Leveraging Managed
Services for Cost effective
eGovernment Operations
+973-36040991
jorge.sebastiao@its.ws

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.
Quote

3. Threats to Infrastructure
DATA CORRUPTION COMPONENT FAILURE APPLICATION FAILURE
HUMAN ERROR MAINTENANCE SITE OUTAGE

4. • Cost Factors
• Consistency Support
• Cost of Infrastructure
• Timeliness of
implementation
• Access to
qualified resources
• Focus on
Customer Service
eGov IT Challenges

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 Operations
Support
Availability of qualified resources
Infrastructure protection
ITIL Best Practices
24x7x365 Monitoring
Vendor Management
Managed People, Process, Technology

8. Scope of Management &
Value

9. Technology
ProcessPeople
Technology is not enough

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

13. Infrastructure Best Practices

14. Evolution of IT Outsourcing

15. Managing Business SLA’s

16. Partnership Model

17. Introducing Maturity
Outsourcing
• Focus on maturity Level
– Professional IT
Outsourcing
Service
– Value to eGov
– Enable eGov Growth
– Establish ITO Metrics program

18. 100%
Onsite
100%
Offsite
0%
Onsite
0%
Offsite
Traditional ITO/FMManaged
Services Centralized Management
Decentralized Management
Flexible
Managed
Services
Approach
Flexibility

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

22. Example GDC in Cairo

23. Structured Delivery
L1
Services
L2
Services
L3
Services
Infrastructure
Mgmt
Network
Mgmt
Database
Mgmt
Application
Mgmt
Process
Technology
People

24. Architecture

25. CIO Dashboard Metrics

26. GCC
Operations
Land
Registry
Operations
Driving
Permit
Renewal
Process
Applications
Databases
Infrastructure
Network
SLA, OLA Metrics based
Business Processes

27. Structured Delivery

28. Transformation
Optimization
Due
Diligence
Steady State
Transition
Plan
Implementation Process

29. Importance of Training, Skills
Vertical (eGovernment Services)
Products (Vendor Applications family)
Technical (Tech HW, OS, NOS, DB)
Processes, ITIL, PMP
Soft Skills, Consulting, Present

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

31. Governance Management

32. Financial Model ITO

33. Managed
Services
Skilled
Resources
Technology
Integration
Best Practices
Predictable
Cost
Model
Managed Services
20/20 Vision

34. Questions?