NGITS: Shared Services Strategy

Joel Asirvatham Jesudoss

Gayatri Mohite

Murugapandian NatarajanOct 18, 2014

Evolve into a shared service provider

Optimize investments

Operate and assure integrity of NEG enterprise architecture

Providing cost-effective and reliable commodity IT services

Exceeding Customer Satisfaction

Goal, Vision And Mission

Goal

Vision Mission

Recommendation

Rationale

Cloud

ITIL

COBIT

Cohesive Organization focused on optimizing IT service delivery

• SaaS

• IT Guidance

• IT Governance

Primary IT Capability Domains

Governance

ITSMEnterprise Architecture

Enterprise Strategy

Courtesy: Gartner, Jan 2013

Crucial Strategies

Effective Leadership

Differentiated service and

support models

Quantifiable and

committed business

value focus

Deep visibility into cost structure of IT services

Strong SLA management

practices

Target Niche Areas

Three key elements for a successful organizational transformation

People

Process

Technology

Business Value

Balanced Scorecard

InternalInnovation

CustomerFinancial

Business Process Automation

Strategic Planning and Management System (Balanced view of performance)

Key ITSM Frameworks

Service Consumer

1. Service Portfolio

2. Service Catalog

Service Provider

3. Process-to-Service Map

4. Configuration Management

Database

IT Delivery Models

ApproximateAdoption Rate

Maturation Path

Asset ProcessService

Value

Acts like ESP

Acts like a Profit Center

Acts like a Cost Center

IT Focussed CustomerFocussed

MarketFocussed

0%

25%

50%

Roadmap

• Service desk consolidation

• Phased Approach

Business Process Re-engineering

• Website• Phone Routing• Telecommunications

Shared Services

• Virtualization• Migration to cloud

Data-Center Consolidation

PHASE 1 PHASE 2 PHASE 3

NGITS Pain Areas

• Multiple service management systems

• Customer support desk

• Different processes and procedures

• Turnaround time

• Costly and labor intensive upgrade

Review of Assessment Findings

• Process Maturity and Quality

• DSS: High process maturity and high quality

• ALRN: Low process maturity and low quality

• No process in any Support team is level 5 (optimizing)

NGITS Approach

• ITSM implementation is a marathon, not sprint

• Favorable Vendor: MGND

• Benchmark Process: CTRL

• General body meeting for Process Standardization

• ISO/IEC 15504 vs ISO/IEC 20000

Business Process Re-engineering

Adapt Environment

• Involve Stakeholders• Identify Areas• Redesign the process

Pilot

• Implement pilot process• Validate pilot process

Process Management

• Setup Configuration Management DB• Incident Management and Change Management• Configuration and Problem Management

Gap Analysis and Continuous Improvement

Develop Portfolio and SLAs

Measure Process OutcomesMap Service to Fulfillment Processes

Identify “Culprit” ProcessesInstrument “Culprit” Processes

Identify breaks or bottlenecks

Resolve breaks or bottlenecks

Are we making our

SLAs?

Do we know the outcome of processes?

Do we know what

processes are

involved?

Ok

Y

Y

N

N Y

N

3Ms: Monitor Measure Modify

Milestones

2014 2015 20172016

• Service-deskConsolidationInitiative

• CSI• SSC evolution• DCC Initiative

• Virtualization• Reducing

non-core DC

• LeveragingCloud

Path that leads us to achieve our goals, vision and mission

Shared Services

• Network Infrastructure

Telecommunications – SATCOM, Networx

• Data Warehousing

Big Data

• Corporate Services

Audit, HR, Payroll SSC

Network

Storage

Corporate

Data Center Consolidation

Customize Data Center Strategy according tobusiness plan, requirements and skills

Advantages of DCC

• Converged Infrastructure

• Reduce #DC (Pay-as-you-go)

• Financial benefit

• Increased agility

• Reduced footprint

• Energy efficiency

Courtesy: Gartner

Pressures Handling

• Steering committee wants results

• High speed network connectivity and significant bandwidth

• Cellular and satellite communication in remote locations

• Vendor support is terminating

Pitfall Coverage

Shortcomings:

• Cloud Security• Long-term cloud contract

Remedies:

• fedRAMP, Networx• Reducing number of Data centers

Federal Initiatives

Recent Articles

In Conclusion

Goals

Vision

Mission

Sources

• Gartner

• Forrester

• Forbes Journals

• Information Week Magazines

• Govt. sites• www.whitehouse.gov

• www.cio.gov

• www.gsa.gov

Questions ?