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NGITS: Shared Services Strategy Joel Asirvatham Jesudoss Gayatri Mohite Murugapandian Natarajan Oct 18, 2014

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  • 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” ProcessesIdentify breaks or

    bottlenecksResolve 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 InfrastructureTelecommunications – SATCOM, Networx

    • Data WarehousingBig Data

    • Corporate ServicesAudit, 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

    http://www.whitehouse.gov/http://www.cio.gov/http://www.gsa.gov/

  • Questions ?

    NGITS: Shared Services StrategyGoal, Vision And MissionRecommendationRationalePrimary IT Capability DomainsCrucial StrategiesTarget Niche AreasBalanced ScorecardKey ITSM FrameworksIT Delivery ModelsRoadmapNGITS Pain AreasReview of Assessment FindingsNGITS ApproachBusiness Process Re-engineeringGap Analysis and Continuous ImprovementMilestonesShared ServicesData Center ConsolidationAdvantages of DCCPressures HandlingPitfall CoverageFederal InitiativesRecent ArticlesIn ConclusionSourcesSlide Number 27