TECHNOLOGY BRIEF: ENTERPRISE IT MANAGEMENT (EITM) Driving Nation-wide IT Enablement and e-governance Projects Through Enterprise IT Management

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1 TECHNOLOGY BRIEF: ENTERPRISE IT MANAGEMENT (EITM) Driving Nation-wide IT Enablement and e-governance Projects Through Enterprise IT Management

2 Table of Contents Executive Summary SECTION 1: CHALLENGE Managing IT Is Complex but Critical to Growth Transforming IT Management Hurdles to IT Transformation SECTION 2: OPPORTUNITY Enterprise IT Management: Govern, Manage and Secure IT Bringing It All Together Addressing IT Management Challenges CA Capability Solutions Help You Realize EITM Mapping the EITM Journey 10 SECTION 4: CONCLUSIONS EITM Is Possible, and Essential for Growth 11 ABOUT CA Back Cover Copyright 2007 CA. All rights reserved. All trademarks, trade names, service marks and logos referenced herein belong to their respective companies. This document is for your informational purposes only. To the extent permitted by applicable law, CA provides this document As Is without warranty of any kind, including, without limitation, any implied warranties of merchantability or fitness for a particular purpose, or noninfringement. In no event will CA be liable for any loss or damage, direct or indirect, from the use of this document, including, without limitation, lost profits, business interruption, goodwill or lost data, even if CA is expressly advised of such damages. ITIL is a Registered Trademark and a Registered Community Trademark of the Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office.

3 Executive Summary Challenge The evolution of Information Technology (IT) is at a critical juncture. Thanks to the tremendous advances, IT can now move beyond a rigid technology-only focus to provide basic services to the common man and ease the delivery and support for e-governance in India. This demands increased agility and alignment with central and state vision, so as to provide quantifiable value and improved citizen service. But IT operations often grow into disconnected complex silos of technology, without the ability to work together. Add to this the lack of best practice processes makes it difficult for IT to deliver all the benefits possible. Central and State-wide IT operations must become competent and flexible to deliver all the services that are required by the citizens and various departments across the country. For instance services pertaining to GOVERNMENT TO CITIZEN (G2C), CONSUMER TO GOVERNMENT (C2G), GOVERNMENT TO GOVERNMENT (G2G), GOVERNMENT TO BUSINESS (G2B), GOVERNMENT TO NGO (G2N) etc. Opportunity Enterprise IT Management (EITM) is CA s vision of how it is possible to unify and simplify IT management for establishing and implementing various e-governance initiatives in the country. Through EITM, it is possible to govern, manage and secure IT in an integrated way across all the IT operations. EITM helps in bringing a fundamental change in the operation of Government through the use of information and communication technologies using a set of proven, modular Capability Solutions that allow you to address the most pressing need of properly implementing various e-governance initiatives in India. Benefits EITM enables you to transform the way e-governance is achieved to provide highquality citizen services and adapt quickly to dynamic demands of the state and centre. Specifically, EITM empowers you to: MANAGE COST to make the best use of resources for various e-governance initiatives following either a BOO Model or a BOOT model. MANAGE RISK to protect assets, ensure service continuity through management of change, achieve regulatory compliance (like clause 49) etc. and ensure that data integrity and security are not compromised in any fashion. IMPROVE SERVICE so that critical nation-wide e-services are delivered when and where they are needed ALIGN IT TO THE FUNDAMENTAL e-services model to support growth TECHNOLOGY BRIEF: ENTERPRISE IT MANAGEMENT (EITM) 1

4 SECTION 1: CHALLENGE Managing Nation-wide IT Is Complex but Critical to the success of e-governance Projects in India IT has become essential in driving sustainability and growth in e-governance projects. Governments and various state and central departments rely on IT to provide day-to-day services as well as to offer new services, comply with regulations, better manage resources and help drive citizen satisfaction. But managing IT has become increasingly complex. No doubt, the evolution of IT in the last decade has been an extraordinary journey. With each technology wave, the IT infrastructure has grown more and more complicated. Fragmented, independent and inefficient processes across much of IT and the inability to gain a common view of IT make it difficult to manage. Further adding to the complexity of IT management is the introduction of promising new technologies - such as server virtualization or mobile devices. Of course, on top of all of this complexity, IT is faced with responding to issues like technology evolution, Interoperability, scalability and new service demands. The only way to leverage IT to successfully move forward is through management and integration. Transforming IT Management For e-governance the demand is for increased agility and alignment with its strategic goals which will result in improved service to the citizens. This means that IT needs to balance service quality, risk and cost. For example: An e-citizen service offering a Passport or e-biz kind of application hosted in a State Data Center might be more focused on expanding to reach more citizens and offer new online services to them. Service quality and ensuring secure access at all times is the most important factor for them. A mission mode project for Income Tax, Insurance or Central excise Departments may want to focus first and foremost on protecting citizen privacy and ensuring that the information flow would pass through reliable channels and seamless networks providing mandatory compliance standards.

5 Hurdles to IT Transformation The fundamental problem in deploying and managing a nation-wide IT network that delivers quality services to the citizens, is the complexity of managing today s operations: heterogeneous environments, silos of management with limited integration, the introduction of new technologies that need to work together with established technologies, lack of standard processes, and poor visibility into costs and global resources. As a result, it s difficult to: 1. Deliver secure, high-quality services to the end-users, administrators and various governing bodies across the nation 2. Respond with agility to changing priorities of the administration 3. Effectively govern IT investments and make smart trade-off decisions 4. Ensure and prove compliance with mandatory government regulatory requirements TECHNOLOGY BRIEF: ENTERPRISE IT MANAGEMENT (EITM) 3

6 SECTION 2: OPPORTUNITY Enterprise IT Management: Govern, Manage and Secure IT Through its Enterprise IT Management (EITM) vision, CA transforms IT management. With our solutions, you can unify and simplify IT management across the IT infrastructure for increased quality of service delivery. You gain the ability to improve the service IT delivers to the nation and ensure your IT efforts are in line with the vision of IT enablement and strategic e- Governance projects. CA solutions deliver unprecedented management integration across functional silos. They provide comprehensive visibility into service quality, costs and risks. In short, they allow you to govern, manage and secure IT the three pillars of EITM. FIGURE A MANAGING IT AS A SERVICE IT is consistently challenged to meet the needs of various departments, administrative agencies and the citizens of country. Central or State decision making authorities want alignment between IT strategy and the e-governance vision. They want to ensure that their services meet committed quality standards. Citizens want high-quality services and secure access to the information requested. CA s EITM strategy enables IT to meet the needs of all key stakeholders. Is IT doing the right things? Govt. Agencies strategy alignment it services access quality Is IT doing things right? citizens Govern One of the crucial success factors for the country-wide IT enablement and National e-governance Strategy is the development and implementation of framework policies, standards and guidelines to ensure that the IT decisions made are the most effective and aligned with the overall strategy envisioned by the Ministry of Information Technology. CA solutions provide insight into all the essential ingredients for effective decision making: the quality of new and existing citizen services, and the various risks associated with them. With this portfolio-level view of e-governance service offerings, it is possible to build a decision making process for various priority projects undertaken by the state and make smart trade-off calls. CA solutions also enable various government agencies to engage more effectively with their peers to manage demand. With CA solutions, agencies will have insight into the quality and costs of an end-to-end service (e.g., Passport application system) rather than its individual piece parts (e.g., storage devices, WAN infrastructure etc). Armed with this insight, agency can better manage demand by encouraging more responsible behavior from the units they support. 4 TECHNOLOGY BRIEF: ENTERPRISE IT MANAGEMENT (EITM)

7 This proactive approach further improves the decision-making process by freeing up vital resources and funds for more strategic investment. CA solutions help achieve investment decisions that are nonnegotiable cost effectively, such as supporting legal and regulatory compliance mandates. CA solutions deliver a holistic and standardized approach to risk and compliance, so that processes can be automated and reused irrespective of regulation. These solutions enable government agencies your organization to become well presented, addressing information management requirements, user-access rights and change controls. Manage For years, IT has been managing infrastructure from a technology silo perspective. Increasingly, with the expectation that IT will help drive initiatives like e-governance other government projects an approach that links IT infrastructure to the various citizen services it supports has to be evolved. CA Service Management solutions provide dynamic insight into the relationships between infrastructure components and citizen-centric services. Armed with this insight, it is today possible to effectively prioritize management issues and ensure IT service delivery supports objectives. CA solutions also provide the administrative organizations a visibility into the performance of services from the common man's perspective. They automate and integrate IT processes in line with ITIL and other best practices. And they help minimize the risk of change and drive continuous improvement. Infrastructure Optimization is a critical element of Service Management. CA solutions provide holistic and integrated management of the entire IT infrastructure. Our solutions improve the performance of the infrastructure through automation and streamlined management to ensure the effective and efficient delivery of critical services state and central governments as well as various other departments. Secure Another major concern for e-governance is to conduct transactions securely. The identity of citizens requesting services needs to be verified before they access or use the services. All aspects of security i.e. Identification, Authentication and Authorization needs be taken care of. Security should evolve from a backroom, reactive, technical discipline into a frontline e- governance enabler. CA solutions enable government agencies to proactively manage entire security and identity environment thereby providing efficient, manageable, auditable and secure ways of connecting identified citizens or processes to government services and information. Additionally, these solutions help gain operational efficiencies, ensure continuous operations, enforce security policies and meet security-related compliance requirements. TECHNOLOGY BRIEF: ENTERPRISE IT MANAGEMENT (EITM) 5

8 Bringing It All Together Govern; Manage and Secure are the pillars of EITM. CA is uniquely able to integrate and automate IT within and across these pillars. CA s EITM architecture enables high-quality services to be delivered to the common man, while optimizing assets and resources. The Unified Service Model, maintained in the CA Configuration Management Database (CA CMDB), is the centerpiece of CA s architecture for delivering EITM. The Unified Service Model is a complete 360-degree view into the various e-services delivered to the state and central departments through e-governance projects and other strategic government initiatives. The Unified Service Model incorporates all information that defines the characteristics of any e-service. This not only includes asset and relationship details, but also service levels, quality, risks and exposures, consumers and much, much more. Through the Unified Service Model, CA s EITM architecture is able to provide critical insights so that appropriate action can be taken: SERVICE IMPACT: Through the Unified Service Model, you can manage the various services offered to the citizens and ensure they are directly in line with current priorities of the National e-governance project plans. You can prioritize the most critical services over less important ones so that, the service quality is never compromised. You can resolve incidents and problems that impact those services more quickly. ASSETS AND RESOURCES: Because the Unified Service Model provides insight into the relationships and interdependencies between IT assets and the services they support, it can help you make the most efficient use of your assets and resources. IDENTITY: Integration with our security solutions enables you to manage the identity and entitlements of citizens from a service perspective. In other words, you can ensure that any asset involved in supporting a given e-service and anyone who uses the particular e-service will have the appropriate, secure access they require. SERVICE PORTFOLIO: A Service Portfolio leverages the Unified Service Model to provide insight into the consumption, quality, costs and risks associated with those services to guide future strategies and investment decisions. The CA Integration Platform is the architectural foundation upon which CA s products are integrated. The CA Integration Platform leverages a service-oriented architecture to deliver a set of shared, modular services, including an integrated workflow, UI services and scheduling services. 6 TECHNOLOGY BRIEF: ENTERPRISE IT MANAGEMENT (EITM)

9 FIGURE B EITM ARCHITECTURE CA is uniquely able to integrate and automate IT within and across the pillars of Govern, Manage and Secure. Core to CA s EITM architecture is the Unified Service Model, which provides insight into the relationships between assets and resources, the services they support, and the end-users that consume these services. In this way, identity can be managed from a service perspective and services can be managed to assure they have the desired impact on the delivery of public services. it go vernance GOVERN MANAGE SECURE Business Service Management Service Portfolio service impact Unified Service Model assets & resources Identity Management Security Management a INFRASTRUCTURE OPTIMIZATION Addressing Customers Top Challenges Because of CA s strength across govern, manage and secure, we are uniquely able to help address most pressing concerns of the national e-governance projects. Consider as an example the challenge of ensuring and proving ongoing compliance with government regulations. CA solutions give the state and central departments, as well as third party monitoring organizations, a holistic visibility into and control of the various compliance processes. CA solutions support compliance initiatives by: Establishing and enforcing requirements for information access and record retention Ensuring and certifying the relevance of information Supporting change management processes to protect the long-term integrity of retained information Providing visibility into controls that are in place across the projects to support compliance Automating repeatable compliance processes to lower the risk of assuring and proving compliance TECHNOLOGY BRIEF: ENTERPRISE IT MANAGEMENT (EITM) 7

10 As another example, suppose a state or a central department is in the process of delivering a new e-service targeting citizens. CA solutions assure the new service offering is successfully introduced and supported by: Providing the state or the department with an insight into the various current projects and activities that are going on, their priorities and availability of resources and time so as to enable the administrators to make informed decisions about allocating resources away from existing projects to support the new service offering Managing the people and projects working on the new service offering to ensure on-time, on-target delivery Once the service is introduced, ensuring that citizens receive a secure access across the nation Ensuring that service performance meets agreed-upon service levels and monitoring that performance based on what a common man using the service in a remote village or tehsil of the country would experience. Managing the entire infrastructure supporting that service. When a problem occurs, indicating that it is impacting a critical service offering, so that it is properly escalated across the administration channels and quickly resolved CA Capability Solutions Help You Realize EITM CA can help you realize the EITM vision of unified, simplified IT management. CA has identified a set of core capabilities required to achieve EITM. We deliver a proven set of solutions to help you automate and optimize core IT functions. CA Capability Solutions are the building blocks of EITM. Capability Solutions are based on a consistent set of industry best practices and standards to ensure high levels of interoperability which lies at the heart of a unified and simplified IT management environment. Capability Solutions can be implemented at any pace and based on the most pressing needs, without having to rip and replace existing solutions. While you add specific capabilities to your IT infrastructure, you ll also be building toward a more integrated and powerful IT enabled environment. Each of the capability solutions consists of an integrated set of products, services and education to ensure quick and effective implementation and a return on investment. CA Project & Portfolio Management Govern Ensures IT investment decisions are aligned with the overall e-governance strategy and manages risk and costs by providing real-time views into the various investments, initiatives and resources. CA IT Asset & Financial Management Manages cost and reduces risk by proactively managing assets through their life cycles, from requisition to retirement and disposal. Manages IT expenditures from budgeting through cost allocation. CA Information Governance Protects and manages information throughout its life cycle, ensuring accurate access and availability at the right time and by the right people. Enables the states and central departments to manage, archive and retain information based on its relative importance. 8 TECHNOLOGY BRIEF: ENTERPRISE IT MANAGEMENT (EITM)

11 CA Service Level Management CA Change & Configuration Management CA Incident & Problem Management CA Application Performance Management CA Service Availability Management CA Network & Voice Management CA Dynamic & Virtual Systems Management CA Workload Automation CA Database Management CA Recovery Management Manage Enables states and central agencies the to establish and monitor adherence to service level agreements and to define and publish service offerings through an IT service catalog for the use of the citizens using them. Supports a single process for managing change to applications and IT infrastructure. Minimizes the risk of change by unifying the entire change life cycle, from incident inception to the delivery of a patch, fix or enhancement. Automates IT processes to consolidate, log, track, manage, escalate and resolve incidents and problems. Assures service quality by accelerating detection and resolution. Manages the performance and availability of packaged and custom-built applications, portals and SOAs. Ensures nation-wide applications are delivering superior service to the citizens. Integrates event and performance management across all domains: systems, network, storage, database and applications. Improves IT staff efficiency by enabling process-driven management, policy-based automation and rapid root-cause analysis. Provides integrated fault and performance management of heterogeneous data, IP telephony and legacy voice networks. Reduces downtime by identifying service degradations before users are impacted. Discovers, monitors and automates management of heterogeneous, virtual and clustered system environments, ensuring availability and performance. Prevents unnecessary capital expenditures by maximizing utilization of existing server investments. Dynamically automates workload across multiplatform environments based on events. Enables the state and central departments to improve the quality of delivery for the variety of critical e-services they offer, while reducing costs. Reduces the total cost of database ownership by automating day-to-day operations and increasing overall service responsiveness. Provides advanced technology and integration to manage increasingly large and complex databases. Provides comprehensive cross-platform backup/recovery, disaster recovery, data replication and failover to securely manage and protect data resources. Minimizes risks to data and helps optimize storage infrastructure. CA Identity & Access Management CA Security Information Management CA Threat Management Secure Automates the management of a user s identity through its life cycle, ensuring that only authorized users can access critical IT resources from the Web to the mainframe. Mitigates risk, supports compliance initiatives and enables new business opportunities. Provides centralized management of real-time events and post-event forensics analysis to improve administrator efficiency and reduce costs while ensuring security. Prevents spyware, viruses, worms, spam and malicious content from infiltrating and infecting your network, and core applications. Identifies threats and infrastructure vulnerabilities, preventing incidents before they negatively impact assets. TECHNOLOGY BRIEF: ENTERPRISE IT MANAGEMENT (EITM) 9

12 Mapping the EITM Journey We understand that transforming IT doesn t happen overnight. EITM is a journey. It is designed to allow a modular, one-step-at-a-time approach. CA has developed over the year s considerable expertise and has the right set of tools to address the challenges offered by e-governance. 10 TECHNOLOGY BRIEF: ENTERPRISE IT MANAGEMENT (EITM)

13 SECTION 4: CONCLUSIONS EITM Is Possible, and Essential for Growth Each new wave of technology has created enormous benefits, opportunities and challenges. IT needs to take today s complex heterogeneous infrastructure and deliver a portfolio of flexible, responsive services to enable national growth. CA s Enterprise IT Management vision is a stepping stone to unify and simplify complex IT management for achieving IT enablement across the country as well as successful and effective implementation of the various national e-governance initiatives. CA offers the greatest breadth and depth of solutions along with unprecedented integration for governing, managing and securing nation-wide IT infrastructure. TECHNOLOGY BRIEF: ENTERPRISE IT MANAGEMENT (EITM) 11

14 CA, one of the world s largest Information Technology (IT) management software companies, unifies and simplifies complex IT management for delivering high quality IT enabled services. Our vision, tools and expertise help you in effectively addressing various challenges offered by e-governance and thereby cost-effectively deliver nation-wide public services With our Enterprise IT Management vision, solutions and expertise, we help you effectively govern, manage and secure IT. WP05EITM01E MP Learn how CA can help you at ca.com/eitm