Workplace Technology Devices: Session 4 Architecture Framework Advisory Committee Meeting April 16, 2014 1
Agenda TIME TOPICS PRESENTERS 9:00 9:10 9:10 11:50 11:50 12:00 Opening Remarks Workplace Technology Devices Presentation, Recap and Discussion Closing Remarks Next Meeting: TBD Benoît Long, Chair Wade Daley, Vice-Chair Gail Eagen Director General, Distributed Computing Transformation Program Benoît Long, Chair 2
Objectives for Today Recap of the last Architecture Framework Advisory Committee (AFAC) meeting on Workplace Technology Devices (WTD) Continue along the consultation roadmap Next steps 3
AFAC Consultation Roadmap AFAC INPUT Recommendations for Strategic Questions Guiding Principles/ Best Practices Experience/Case Studies Risks/Success Factors Meetings Demos Written Submissions January 20 February 24 March 14 and today TBD STRATEGY Common Requirements/ Service Strategy Service Delivery Model Service Transition and Implementation Technology Architecture and Solutions KEY ACTIVITIES 2014 15 User Segmentation Model/End-state Service Strategy r Segmentation Segmentation Model Model Pilots Functional Direction 4
What We Heard From AFAC Common Requirements and Service Strategy STRATEGY USER SEGMENTS 80/20 (common/specialized) looks reasonable but success will be measured on costs to support 20 percent Common Requirements/ Service Strategy Service Delivery Model Service Transition and Implementation DEVICE ENTITLEMENT Segment users into roles/classifications where common services can be delivered (driven by security and common workloads) DEVICE TYPE No bring your own device (BYOD) but a choice from a prequalified menu Technology Architecture and Solutions PROVISIONING SERVICE First point of contact (Level 0) is self-service support via enterprise Web portal Self-provisioning for common issues, like password resets, restore files, request new applications 5
Discussion: User Segmentation Potential Drivers of User Segmentation 1. Level of Mobility 2. Number of Applications 3. Security Requirements 4. Working offline (e.g. in the field) 5. VIP Questions: 1. Thoughts on these or other drivers? 2. Does the trend toward mobility change current-day estimates of approximately 200,000 in the low-mobility knowledge worker category for the future? 3. How should segmentation handle security requirements? 6
What We Heard from AFAC Service Delivery Model STRATEGY Common Requirements/ Service Strategy Service Delivery Model SERVICE BUNDLES Don t bundle software, hardware and services together Buy instead of lease; leverage GC buying power Service Transition and Implementation SERVICE DELIVERY MODELS Centralized service desks leveraging industry solutions with integration to federal organizations Tier 2 and 3 Technology Architecture and Solutions 7
WTD Conceptual End State Enterprise Service Desk Incidents and Service Requests Support channels Universal queuing and CTI VIP Registration Read status to caller Still require agent? Resolver groups L0 L1 Self -serve Service Desk Agent resolves 0%-70% of total incidents Single Portal User and Role identified User autorecognized or inputs unique ID Ticket status? Route based on role ITSM tool Screen pop with priority and skills-based routing L2 Remote Resolution HW & SW; Mobility DT/LT; App Support App support specialist L3 L3 L3 Field support Resolver groups Ticket created Analytics Incident Management Service Request Management Knowledge Management Training and Development Workforce Management Major Incident Management Problem Management Basic SD Services including SPOC, Contact Channels, IM, SRM 8
Key Attributes of a Conceptual End State A consolidated Enterprise Service Desk solution could have: 1. A single set of tools and processes Shared by all Level 1, 2 and 3 support staff (both applications and infrastructure) This is the current state in place in the Provinces of Ontario and Alberta, and is an industry best practice. 2. Common Service Levels Service levels will be aligned with user segment (including a VIP service level). 3. Self-service Capabilities Password reset, portal to create tickets and requests, download applications (app store), and knowledge base 4. Regional Call Centres (3 to 4) regional call centres across the country to address Level 1 and level 2 requirements 5. Intelligent Call Routing Based on requirements of the user, calls will be intelligently routed to Level 1 or 2 agents licensed to support specific roles and applications. 6. Standardized Service Management Processes across the GC Consistent IT service management across the GC for both applications and infrastructure (e.g. for incident, problem, change, release and configuration management) 9
Challenges and Opportunities Larger, more mature departments and agencies have significant investments in IT Service Management (ITSM) tools, processes and integration with operational systems. Is it realistic to replace these investments with a single set of tools/processes in the short term (next three to five years)? Smaller and/or less mature departments and agencies have limited ITSM solutions in place and could benefit significantly from using an enterprise solution. For example, Justice Canada wants to leverage the WTD vendor s solution for all applications and infrastructure. Should the above converge to a single SSC enterprise ITSM operation (management, processes and tools), migrating away from legacy tools over time? 10
Discussion: Service Desk Options Service Desk (SD) Tool Level 1 Level 1 Level 1 Level 1 #1 Single toolset/process Multiple service desk contractors/locations 2 locations? 3? 4? Service Desk (SD) Tool Level 1 Level 1 Level 1 Level 1 #2 Single toolset/process Single service desk contractor across multiple locations SD Tool SD Tool SD Tool SD Tool Level 1 Level 1 Level 1 Level 1 #3 Multiple toolsets/processes Multiple service desk contractors/locations 11
Discussion: Service Delivery Model STRATEGIC QUESTIONS Service Desk Based on experience or case studies, how did you provide an integrated enduser service desk serving multiple lines of businesses and supporting multiple IT services delivered across a geographically dispersed area? What are the optimal service-desk models for the most consistent end-user experience across multiple IT service lines (infrastructure, business applications, desktop)? Beyond time-to-resolution, what are key measures for end-user satisfaction? Level of Integration Based on experience or case studies, what are guiding principles for the level of technical and process integration required between departments and SSC? Do you think that the service desk provider should only be accountable for initial contact, incidents and service requests? Or, should they also be responsible for other ITSM processes? If so, which ones and why? 12
What We Heard From AFAC Service Transition and Implementation STRATEGY Common Requirements/ Service Strategy Service Delivery Model ROLL-OUT SEQUENCING Do it by department based on readiness: technical, cultural, technical need and leadership support Prerequisite for applications rationalization and spring cleaning Service Transition and Implementation Technology Architecture and Solutions APPLICATION TRANSITION Aggressive application rationalization Virtualization (and standardization) mandatory Consider going directly to the cloud 13
Service Transition and Implementation STRATEGIC QUESTIONS Transition/Roll-Out What are guiding principles or best practices to manage the interface or point of integration between a common build and a diverse application stack distributed across multiple lines of business? Based on experience or case studies, what GC current-state information sets are recommended as mandatory information to reduce complexity of transition? Based on experience or case studies, what end-user and site-specific data sets are recommended as mandatory information to reduce complexity of transition? End Users How did you approach change management of end users in the client organization prior to and during transition? What do you suggest client organizations could have done better to collaborate during the transition? 14
Guiding Principles For Discussion/Feedback 15
Strategic Drivers and WTD Program SAVINGS SERVICE SECURITY 1. End-user Computing Guiding Principles Based on the objectives of the GC and the requirements of departments, principles will be defined to guide development of the future-state WTD operating model. 2. Future-state Strategic Enablers Strategic enablers influence the tactical actions that the GC needs to take to be in line with longer range strategies and industry evolution. 3. Future-state Workstation Device Operating Model The future-state operating model outlines a proposed structure for when and how the strategic enablers should be leveraged and delivered. 4. Partner and GC Value Propositions The value propositions must reflected in strategic objectives, which must be traceable and must realize program projected benefits, aspirations and cost savings. All components of the strategy are interdependent and build upon each other. 16
Workplace Technology Devices: Conceptual Target State SECURITY Unified patching and threat mitigation Protect supply chain against untrusted sources Integrated with identity credential access management (ICAM) Classified and unclassified up to/including Secret Consolidated, controlled, secure perimeters Certified and accredited infrastructure CHARACTERISTICS Enable Workplace 2.0 High performance Secure Cost effective Open standards based Mobile (wireless technology will be maximized where cost effective) Responsive and resilient Enable and align with Workplace 2.0 and Blueprint 2020 a modern workforce Workplace Technology Devices Scope Workplace Technology Devices Hardware Facilities Software People Mobility Contracts CONSOLIDATION PRINCIPLES 1.Standardized, consolidated enterprise WTD services and contracts 2.Standardization of software; enterprise common build with limited customizations 3.Target service delivery automated and self-service 4.Standardized templates and user segments, including service levels 5.Scalable and flexible shared and virtualized infrastructure 6.Flexible architecture to integrate mobile, social and cloud 7.Enable anywhere, anytime, pick-a-device device computing BUSINESS INTENT Business to Government Government to Government Citizens to Government 17
WTD Standardization, Consolidation and Reengineering Principles Standardized, consolidated enterprise WTD services and contracts DRAFT Integrated, common service-management platform Consolidated Level 0 (self-serve portal) and Level 1 (service desk support) Regional service desks dispersed geographically to leverage time zones Target 90:10 (common:customized) services Centralized data centre-hosted services within SSC data centres Virtual desktop OS, applications and user personalization delivered on demand Centralized procurement vehicles Automated service catalogue access and delivery Deliver best-in-sector pricing to all departments, rather than just the very largest Encourage greater market competition, which should further reduce cost Lower the cost of service transition between suppliers 18
WTD Standardization, Consolidation and Reengineering Principles DRAFT Standardization of software; enterprise common core environments (includes images) with limited customizations Target 100 percent common build for: Operating system (i.e. Windows and centralized patching); Virtualization software (e.g. common VDI tools integrated with data centre-hosted services) Network connectivity (incl. wireless); Security (e.g. antivirus with centralized administration; firewall; remote desktop connectivity (GC SRA); VPN client (two-factor authentication); Desktop management (remote desktop connectivity for centralized help desk); Local device encryption Common tools (e.g. PDF readers, dictionaries, Termium, GEDS 2.0, etc.) Access to common enterprise business applications (e.g. SAP, PeopleSoft, GCDOCS, GC CRM, etc.) Common application-integration software and/or services into the SSC application mall delivered through virtual tools 19
WTD Standardization, Consolidation and Reengineering Principles DRAFT Target service delivery automated and self-service Self-service through portal access for most common WTD services, including provisioning, fulfilment, ICAM and help-desk requests Increase from 1 percent (current Gartner estimate) to 90 percent all service requests that can be automated (e.g. password requests, provisioning) before 2020 Target of 75 percent for first contact problem resolution in help desks (from low service quality levels today across departments estimate of 45 percent by Gartner) Standardized templates and user segments, incl. service levels Few (< 6) user segments driven by criteria of availability, accessibility, concurrency, and mobility; optimize number of devices per users/segments User segments for standardized WTD choices could be limited to: computing requirements (high-powered versus low-powered devices), form factor (e.g. desktop, workstation, tablet, smartphone), thick or thin (knowledge or task workers, some requiring only Web access to virtual and simple WTD images and services) Scalable and flexible shared and virtualized infrastructure Virtual WTD services delivered through SSC cloud-hosted infrastructure WTD services to be aligned by partner or client and geography, leveraging GCNet 20
WTD Standardization, Consolidation and Reengineering Principles DRAFT Flexible architecture to integrate mobile, social and cloud Target end state by 2020 will be at least 90 percent virtualized WTDs remainder will be restricted to workstations (e.g. scientific workstations) or specialized devices Processing is to be centralized in SSC data centres, which will lead to truly thin end-user clients and virtualized application environments Unclassified and classified environments will be separate and will require adjustments to the CORE image as required Architecture agnostic of the actual physical WTDs Enable anywhere, anytime, pick-a-device device computing Common WTD standardized services will be the norm for all WTDs located in Canada; international standards will leverage the same CORE common elements, taking into account geographic realities and limitations Accessibility will be determined by user profiles and requirements for both unclassified and classified environments Enterprise-Provided-Client-Picked (or pick-your-own-device) versus bring-your-owndevice; direction chosen to reduce security concerns and challenges while achieving significant cost, operational and service effectiveness objectives 21
Next Steps AFAC members were asked to provide any additional input on strategic questions or other input for consideration at future AFAC sessions. SSC wants to ensure that it has the right questions and that future sessions are well focused. Next AFAC session to focus specifically on technology architecture and solutions 22
Reference 23
What we heard from AFAC (1 of 3) Risks and challenges to prepare for: 1 Ability to execute Doing everything at once poses a significant challenge to GC and industry Based on the user set, 100K users seems like a manageable base to work with in transformation 2 3 Understanding desktop initiatives are not the same as other initiatives Desktop initiatives have their own set of challenges Challenges relate to lifecycle of end points Interdependencies with rest of IT Legacy applications Living with an aging application stack represents major constraints to achieving cost savings Application integration the line between operating systems and application is not rigid 5 Infrastructure readiness 4 Strategy and manageability from a Local Area Network/Wide Area Network (LAN/WAN) perspective User acceptance Being able to deliver a solution that is better than what users have today Watch for over-centralization, do not model like an 8-step telephone key pad sequence 24
What we heard from AFAC (2 of 3) Feedback on how to proceed with: STANDARDIZATION PILOTS VIRTUALIZATION BRING YOUR OWN DEVICE The number of desktop images might be the wrong place to start. Start with a baseline configuration of the desktop. Have a single common desktop engineering service for the GC and reduce duplication. If you are going to pilot, make the pilot large enough. Likely the only viable strategy in delivering multiple styles of desktops to GC users Best way to address diversity of authentication of devices (desktops, phones or tablets) Should consider going beyond virtualization and go directly to cloud Better fit would be PICK YOUR OWN DEVICE versus having retail devices brought in 25
What we heard from AFAC (3 of 3) Feedback on how to proceed with: APPLICATION INTEGRATION Future is in browserbased solutions. Consider setting up a team of experts that bring schools of methodology, expertise and tools to help them move away from legacy. DEVICES VERSUS SERVICES Put emphasis on services and not just devices. MOVE TOWARD SELF-PROVISIONING Enables self-service and application store metric idea: measure the reduction of help desk calls USER PROFILES A large IT company has 350K employees in different countries, with multiple languages, lots of executives, sales, marketing they have only one profile. For example, 12 profiles (as would be the case for one federal agency). Ease of use wins the end-user will only use a solution if it solves a problem they have ITERATIVE PROCESS You will never know what a set of business user's needs are. We are looking to automate this task to make common profiles. 26