Technical Module ICT
Transcript of Technical Module ICT
-
8/21/2019 Technical Module ICT
1/47
Technical Module:
Common ICT (Information,Communication & Technology)
Common Services and Harmonized Business
Practices ToT
14-17 September 2010
unite and deliver effect ive suppo rt for coun tr ies
-
8/21/2019 Technical Module ICT
2/47
What is the UNDG ICT Task Team?
Supports Deliver as One (DaO) pilot countries in
their ICT harmonization initiatives
Mission:
Provide continued direct support to pilot countryimplementations
Address country-level common ICT service needs
Develop and publicize guidelines and templates for
Delivering as One in ICT Propose capacity building measures that support
other UNDAF offices
-
8/21/2019 Technical Module ICT
3/47
DaO ICT Guidelines
Created for UNCT and ICT to identify action plan for
an ICT harmonization initiative
Focuses on:
Improving efficiencies in delivery of UN ICTservices
Leveraging ICT in support of core UN business
Establishing a technical foundation for country-
level collaboration and information & knowledgesharing
Provides step by step process and lessons learned
from DaO key pilots
-
8/21/2019 Technical Module ICT
4/47
Goal of the DaO ICT Guidelines
Improve efficiency and effectiveness in delivery of
UN ICT services
Leverage ICT in support of core UN business
Establish technical foundations for collaboration,
information, and knowledge sharing among the UN
agencies and stakeholders
Assure Quality of Services
-
8/21/2019 Technical Module ICT
5/47
DaO ICT Guidelines Contents
1. Introduction: Background and General Strategy
2. Organizing for Delivering as One
3. Preparing for Delivering as One ICT Projects
4. Implementing Delivering as One ICT Projects
5. Supporting Shared ICT Services
6. Technical Guidelines
7. Annexes
-
8/21/2019 Technical Module ICT
6/47
Business Perspectives of ICT
Capabilities, services, and infrastructure tend to be
developed and deployed in parallel, as per agency-
specific requirements
Independent management of basic communicationsand standardize business processes may detract
resources from substantive value-added services to
marginal activities
Delivering as One in ICT is a mandate for inter-
agency cooperation to leverage existing agency
investments in ICT infrastructure and resources
Introduction
-
8/21/2019 Technical Module ICT
7/47
Key Benefits for DaO in ICT
Improve overall ICT response to business needs
Increase ICT value for money
Synergies gained through collective strengths
Improved business continuity posture
Improve ICT staff professionalism and motivation
Enhance communication, redundancy, and
information security
Introduction
-
8/21/2019 Technical Module ICT
8/47
Risks for DaO in ICT
Increased operational expense without additional
services
Unsustainable shared services
Lack of governance and business foundation for
shared services
Additional stress to ICT resources
Introduction
-
8/21/2019 Technical Module ICT
9/47
General Strategy for DaO ICT project
Set up ICT Working Group
Identify existing & future needs
Identify key ICT assets
Identify gaps in ICT services
Consult with guidance & cases
Follow business case approach
Follow project based approach for changes
Establish sustainable mechanisms for support
Introduction
-
8/21/2019 Technical Module ICT
10/47
Organizing for DaO in ICT
Establish UNCT Commitment
Establish local ICT Working Group
Identify ICT Opportunities and Gaps
Conduct a Joint ICT Assessment
Identify Potential ICT Efficiencies & Value Added
Services
Assess Sustainability Issues
Present Roadmap to UNCT
Organizing
-
8/21/2019 Technical Module ICT
11/47
Establish UNCT Commitment
Benefits of ICT harmonization recognized at agencylevel
UNCT or OMT appoints ICT focal points from each
agency
Time and resources provided for ICT focal points tomeet
Organizing
-
8/21/2019 Technical Module ICT
12/47
Local ICT Working Group
Formed by ICT focal points from each agency
Small agencies may wish to delegate to other agencies
ICT WG reports to OMT/UNCT
Sample TORs (Annex A in Guidelines)
Guidance can be sought from UNDG ICT Task Team
through UNCT [email protected]
Organizing
mailto:[email protected]:[email protected] -
8/21/2019 Technical Module ICT
13/47
Working Group Collaboration
Organizing
-
8/21/2019 Technical Module ICT
14/47
ICT Opportunities and Gaps
Analyze current and future ICT operational needs
Inventory of all Agency considerations
Optimize use of existing assets
Share resources
Identify cost reduction opportunities
Identify new services
Conduct a risk assessment
Organizing
-
8/21/2019 Technical Module ICT
15/47
Joint ICT Assessment
Goals:
Shared understanding of ICT infrastructure andservices
Identification of common providers
Identification of ICT needs
Sharing of agency running costs and upgrade plans
Understanding of UN ICT staff resources
Organizing
-
8/21/2019 Technical Module ICT
16/47
Efficiencies and Value Added Services
Local
telecommun
ications
Training
ResourcesConnectivity
Financial
Control
Systems
Equipment
procurement
&
maintenance
Security
Telecommuni
cations
End-user &
desktop
support
services
Shared
Data Centre
Contingency
facilities
Organizing
O
-
8/21/2019 Technical Module ICT
17/47
Assess Sustainability Issues
Cost and management issues of any shared ICT
project requires assessment
Key Factors on consider:
Maintenance and operational costs
Cost sharing mechanism
Support structure
Defining investment worth, risks and benefits
Organizing
O i i
-
8/21/2019 Technical Module ICT
18/47
ICT Road Map
Steps and strategies to take advantage of ICT
opportunities (collaboration of ICT WG and OMT)
Includes:
Results of joint ICT assessment
Potential efficiencies and value added services
Sustainability issues
Endorsement by UNDG ICT Task Team
Presented to & Supported by UNCT
Organizing
P i
-
8/21/2019 Technical Module ICT
19/47
Preparing the DaO ICT Project
Prepare the Business Case
Leverage Business &Task Team support
Gain UNCT approval for Business Case
Funding ICT changes & investments
Preparing
P i
-
8/21/2019 Technical Module ICT
20/47
The Business Case
Basis for UNCT to decide which ICT projects should be
selected for implementation during the next
UNDAF/programming cycle
Drafted by ICT WG
Realistic , Accurate and Practical
Tangible (versus intangible benefits)
Validated by all AgenciesApproved by the UNCT before implementation
Preparing
P i
-
8/21/2019 Technical Module ICT
21/47
Business Case-Table of Contents
a. Executive Summary
b. Vision and Organizational Objectives
c. Purpose/ Stake holder statements
d. Situational Assessment
e. Assumptions, Constraints, Risks
f. Statement of Business Requirementsg. Analysis of Solutions/Scenarios
h. Financial Analysis
i. Sustainability Plan
Preparing
P i
-
8/21/2019 Technical Module ICT
22/47
Leveraging Support
ICT WG role to leverage support
Local financial expertise to validate calculations
Share ICT road map and Business case with UNDG
ICT Task team
Present Business Case to OMT & UNCT
Focus on ROI
Flexible options for Agencies
Preparing
P i
-
8/21/2019 Technical Module ICT
23/47
Funding for DaO in ICT
ICT projects usually funded as one-time investments
from RCO
Limited to No Funds from Agency HQ
Investigate other sources: Direct Donor Funding,
Multilateral Donations Options for Other Countries
No funds = No implementation
Other non-Financial Resources
Not all projects require funding (process improvement)
Preparing
Implementing
-
8/21/2019 Technical Module ICT
24/47
Implementing the ICT Project
Identify Project Service Agency
Create Project Methodology & Plan
Establish Project Governance
Gain Commitment
Review Technical Guidance
Implement the ICT Project
Implementing
Implementing
-
8/21/2019 Technical Module ICT
25/47
Project Service Agency
Drives the ICT project (organize, implement &
complete)
Agency is nominated after discussion with ICT WG
Significant country-level ICT presence and/or expertise
Full support of local country representatives to DaO
goals
Able to dedicate a portion of its ICT resources to
support the DaO project
Implementing
Implementing
-
8/21/2019 Technical Module ICT
26/47
Project Plan
Prepared by Project Manager with ICT WG
Includes: milestones, critical path, challenges, resource
requirements, time requirements and financial
requirements
Recommended standard: Prince 2 and PMBO
Elements: project tracking; communication andreporting; procurement, assets and resource
management; risk management; closure and hand
over (if applicable).
Implementing
Implementing
-
8/21/2019 Technical Module ICT
27/47
Project Governance
Governance Board- independent management
oversight and direction recommended for larger scale
and complex projects
Board validates changes & evaluates project goals &deliverables
Project Service Agency manages project funding &
reports this to UNCT and Board
UNCT approval of high-level concepts in project plan
UNCT kept informed of high-level status of the project
Implementing
Implementing
-
8/21/2019 Technical Module ICT
28/47
Gaining Commitment
Two key steps in developing a Stakeholder
Engagement Plan:
Step 1 Identify key stakeholders and their views
Step 2 Develop strategies for engaging stakeholders
Implementing
Implementing
-
8/21/2019 Technical Module ICT
29/47
Technical Guidance
UNDG ICT Task team support:
Technical guidelines with regards to design in various
areas (e.g. network security)
Specific technical support through joint missions
Review of project design documents
Implementing
Implementing
-
8/21/2019 Technical Module ICT
30/47
Implementing the ICT Project
No funds = No project start
Funds commitment needed from Agencies
Ensure plan has minimum project elements (project
tracking; communication and reporting; procurement,
assets and resource management; risk management;
closure and/or hand over
Project Manager tasks: Keep ICTWG and UNCT/OMT up-to-date
Track benefits and ensures ongoing validity
Manage and assign issues
Manage risks
Send out monthly status reports
Implementing
Supporting
-
8/21/2019 Technical Module ICT
31/47
Supporting Shared ICT Services
Define the Service Management Strategy
Define the Service Catalogue
Define the Service Management Model
Define the UN Service Agreement
Define the Financial Model
Service Management Governance
Supporting
Supporting
-
8/21/2019 Technical Module ICT
32/47
Service Management Strategy
Developed by ICT WG and Project Manager
ITIL used as a best practice
Outlines who (service manager) and how services will
be managed (operation, maintenance, changes,
monitored, improvements)
Inter- Agency service catalogue
Identifies the project service agency
Common Service Operations CentreOutsourcing operation/management of services
UN Service Agreement (SA) between UNCT & SM
Financial model- see considerations and case study
Service Management Board
Supporting
Supporting
-
8/21/2019 Technical Module ICT
33/47
Service Management Models
Supporting
Service
Agency
Common
Service
Operations
Centre
Outsourcing
Supporting
-
8/21/2019 Technical Module ICT
34/47
Service Management ModelsModel: Service Agency
Pros
Easy to set up
Potential for reduced management overhead
Use of existing agency financial mechanisms for cost-recovery
Can leverage agency resources for service peak/surge capacity
needsBuild up on an existing infrastructure if possible (multiple agency
service provider given existing capacity and expertise)
Potential for Long Term service delivery and sustainability
RisksStaff assigned to manage the service may prioritize agency-
specific duties over shared service tasks
Changes in Agency presence and capacity may dilute the ability
to deliver service
Supporting
Supporting
-
8/21/2019 Technical Module ICT
35/47
Service Management ModelsModel: Common Services Centre
Pros
Managing, Support and delivery of services is well identified and
is independent of any single agency
Potential for enhanced collaboration among the technical
support team
Consolidated view of service provision in country
Risks
New Approach at country level (untested within the UN)
Agency resistance to this approach and Policy restrictions
Accountability framework not in placeUndefined Linkage with the existing regional/global service
centres of individual agencies
May incur higher resource overhead
Additional facilities and working space required
Supporting
Supporting
-
8/21/2019 Technical Module ICT
36/47
Service Management ModelsModel: Outsourcing
Pros
Takes responsibility for overall project
Responsible for operation and management of one or more
shared services
Employ existing and best practice service management
mechanisms and governance
Risks
Third party access to UN sensitive information and networks
May Incur higher expenses to operate the service
Lack of third party local capacity to manage such projectsWeak governance which could lead to decrease in quality of
service
Agencies IT policies and standards may not be met
Supporting
-
8/21/2019 Technical Module ICT
37/47
Technical Guidelines
See Guidelines for Dao in ICT Section 6, page 23
-
8/21/2019 Technical Module ICT
38/47
Annexes- Sample Templates
See Guidelines for Dao in ICT Section 7, page 38
-
8/21/2019 Technical Module ICT
39/47
Harmonizing ICT & Business Practices
Country Office ICT Objectives:
Enhance ICT partnership to the business as an enabler and
facilitator
Increase the quality of service by establishing a common approach
to ICT
Allow all country offices seamless exchange of information andharmonized infrastructure
Implement ICT Best Practices in Delivering as One
Provide same level of ICT services to all UN agencies
Country Office Mission:Increase UN Coherence, harmonization and effectiveness at the
country level (one programme, leader, etc.)
-
8/21/2019 Technical Module ICT
40/47
Visit UNDG.org for more information
Or email: [email protected]
-
8/21/2019 Technical Module ICT
41/47
Thank you
-
8/21/2019 Technical Module ICT
42/47
In 2007 eight pilot countries volunteered
to test Delivering as One (DaO)
-
8/21/2019 Technical Module ICT
43/47
UNDG-HLCM Country-level Business Practice Review
Key Findings related to ICT Recommendations
ICT staff not empowered for change Use UNDG Delivering as One in ICT Guidance to
implement a business-aligned change approach,
linking local ICT WGs to the RC/CMT structure
Limited capacity to carry out
business and technical changes
Enhance inter-agency capacity to support both
business and technical challenges of country levelICT change projects
Limited IT support for new, shared
processes
Enhance use of IT as a programme-enabler by
looking at standard solutions to support new
processes and information requirements
Common procurement of basic ICTcomponents hampered by limited
standardization among agencies
Enhance standardization by developing commonservice catalogues and shared specifications for
commodity ICT equipment
Timeliness of gaining HQ approval for
changes related to inter-agency ICT
projects
Establish agency pre-approvals for standard ICT
service agreements
-
8/21/2019 Technical Module ICT
44/47
Network Architecture & Security
Guidelines
Network Architecture workshop took place at WHO
Headquarters in Geneva (May 2010)
Eleven Network and IT Security architects participated,
representing 6 agencies
Draft document completed and currently under review
Final version ready by mid September 2010
Guidelines to be reviewed and continuously updated in
view of experience from newly implemented sites
-
8/21/2019 Technical Module ICT
45/47
Network Architecture & Security
Guidelines
Scope of guidelines:
Local Area Networks (common LAN, small to large
offices)Shared Wireless Access
Common Voice communications
Metropolitan Area Networks
Shared Connectivity
Network Security
-
8/21/2019 Technical Module ICT
46/47
Network Architecture & Security
Guidelines
Objective:
To develop a comprehensive guide for network
design that can be used in all possible "Deliver as
One" locations with different physical and business
requirements, based on latest industry standards
Network Architecture & Security
-
8/21/2019 Technical Module ICT
47/47
Network Architecture & Security
Guidelines
Key requirements:
Flexibility of architecture, can be applicable to all DaO scenarios
Facilitate effective collaboration and information sharing between
agencies
Provide high quality inter-agency voice and video communications
Maintain individual agencies' security standards and ensure
separation of individual agencies' traffic and networks
Ensure higher availability and performance of IT infrastructure
Provide higher level of security Reduce operational costs by sharing network infrastructure and
connectivity
Improve support by standardization and joint support arrangements