ICT Strategy Service Management

As-is situation Two separate technical infrastructures OSS vs. BSS OSS is 16x greater in financial terms Two “parallel universes” - competing architectures Fails “One Agency = One EA” maxim

Network Convergence One Agency = One network Expand NRTS – leverage investment in national fibre network Standardise on IP for Data, Voice and Video Single terminal access via a UOI Economies of scale Integration Flexibility

Domains Although one logical network… Physically, a network of networks Concept of domains and “Circle of Trust” Federated identities (Single Sign-On)

Service Supply Chains BSS Atos Origin (ITIL v3) OSS NRTS Area Teams (TechMAC’s): Conceptually similar to the multi- service provider environment of the Public Sector Network (PSN) Requires similar competitive, multi- supplier environment Services need to be managed in a consistent manner (ITIL)

PSN Service Architecture The PSN Service Architecture enables service inter-working and is shown below: SDF – Service Delivery Framework

Service Oriented Procurement Architecture

Service/Contract Model

Network Services Under Network Convergence, this is an extended NRTS service Current service runs from Needs to become PSN-compliant Currently a single network domain Separately managed Currently Open and Untrusted

SOA Runtime Environment Conceptually, an Enhanced Network Layer, in PSN terms A new service – essentially the Enterprise Service Bus (ESB) Provides the “Glue” for all other services New Managed Service Provider required Requires Systems Integration capabilities

Virtualised Data Centre Existing Data Centres: Operational (OSS): Coleshill Westhoughton (Disaster Recovery Centre) Business (BSS): Andover (Atos Origin) ICT Service Transformation (Atos Origin) is a step in the right direction (but only BSS Domain) Need to extend into OSS Domain

Traffic Technology Area Teams/ TechMAC’s (x14) Future scope for rationalisation (Novation in the interim?) Need to appear to HA as one virtual team

Traffic Information Currently divided between NTCC and RCC’s (All Traffic Mgt Centres – TMC’s) Common capabilities: Traffic Management Incident Management Leading to the Common Control Framework Virtualised To-Be architecture separates capabilities from organisation Focus on services, e.g. TI2011+ and TCP New Service Provider(s) 2011/2012

Common/Shared Services Some may be provided externally on a Pan-Government basis (i.e. Shared Services): HR and associated finance (Payroll, expenses, etc.) GIS and cross-agency Incident Management Others will be internal: Unified Network Model National State of the Network Identity Management/Single-Sign-On

End-User (Desktop) Services Includes the Unified Operator Interface All other Desktop services and associated infrastructure Currently Atos Origin for BSS/HAbIT OSS – various???? HA-wide service required

Security Services Security Operations Centre (central monitoring/response) Federated approach – domain-based Automated provisioning: From HR system for internal staff From Contract Management system for 3 rd party contractors Standards-based: Security Access Mark-up Language (SAML) Liberty Identity Federation Framework (ID-FF) WS-Federation Security as a Service (not by Application) Enterprise Single Sign-On (ESSO)

Systems Integration Requires partnership with a recognised Systems Integrator Establish an Integration Centre of Excellence (ICE)/Integration Competency Centre (ICC) Design-time services to support Programmes/Projects and developers Run-time support services to support Service Delivery, Operations & Maintenance

Service Delivery Service Delivery includes: Service Level Agreement (SLA) Mgt Capacity Management Contingency Mgt (Business Continuity) Availability Management Atos Origin for BSS Various for OSS Needs to be consistent across the HA (ITIL-based)

Operations & Maintenance Service Desk/Service Request Mgt Incident Management Problem Management Change Management Release Management Configuration Management Atos Origin for BSS Various for OSS Needs to be consistent across the HA (ITIL-based)