Service Management

ICT Strategy
Service Management
As-is situation
• Two separate technical
OSS is 16x greater in
financial terms
Two “parallel universes” competing architectures
Fails “One Agency = One
EA” maxim
Network Convergence
• One Agency = One
Expand NRTS – leverage
investment in national fibre
Standardise on IP for Data,
Voice and Video
Single terminal access via
Economies of scale
Although one logical network…
Physically, a network of networks
Concept of domains and “Circle of Trust”
Federated identities (Single Sign-On)
Service Supply Chains
• Atos Origin (ITIL v3)
• Area Teams (TechMAC’s):
• Conceptually similar to the multi•
service provider environment of the
Public Sector Network (PSN)
Requires similar competitive, multisupplier 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 2005-2015
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
Requires Systems Integration
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
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
• 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 3rd party
• 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 &
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
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

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