ICT Global Townhall. 30 March 2016 Meeting

Transcription

1 ICT Global Townhall 30 March 2016 Meeting

2 Agenda Update on 70 th General Assembly Session ICT Strategy: Update on Implementation ICT Harmonisation - Governance, Delegation of Authority and Consolidation Strengthening Information Security across the Secretariat Role of Regional Technology Centres Enterprise Application Centres Unite Service Desk Digital Agenda Q & A 2

3 Update on 70 th GA Session

4 ACABQ Report (A/70/7/Add. 18) Overall progress The Advisory Committee welcomes the progress reported by the Secretary-General on the implementation of the elements of the ICT strategy during its initial nine-month implementation period. It notes the efforts made to prioritize the development of capacities to support the roll-out of Umoja at cluster 3 entities, in particular the establishment of an enterprise service desk supported by the regional technology centres and the enterprise application centres, as well as the improvements in the connectivity and management of the global enterprise network. 4

5 ACABQ Report (A/70/7/Add. 18) Overall progress Notwithstanding the absence of information and analysis on peacekeeping ICT resources, the Committee recognizes that the initial process of the transformation of the highly fragmented ICT environment of the Secretariat has commenced. Given that ICT infrastructure enables development of other major business transformation initiatives such as Umoja and shared services (see para. 4 above), and also supports the work of the United Nations, the Committee considers it essential that the implementation of the elements of the ICT strategy proceed in a full and timely manner. 5

6 General Assembly Resolution A/70/248 Supports our efforts in strengthening oversight and accountability and in increasing the availability of accurate and timely information to support decision-making Underlines the need for a full application of a common security policy, with enhanced disaster recovery capabilities, across the Secretariat, including in all peacekeeping entities; Continue efforts to reduce the level of fragmentation of the current information and communications technology environment across the Secretariat and at all duty stations and field missions; Ensure full compliance by all entities of the Secretariat with the provisions of section II of its resolution 69/262, including to report to the CITO on all issues relating to ICT activities, resource management, standards, security, architecture, policies and guidance 6

7 Next Progress Report Enterprise solutions, including Umoja and IPSAS Network and infrastructure Information security Disaster recovery Unite Service Desk Enterprise Application Centres Regional Technology Centres Enterprise network operations communications and security (NOCS) Global engineering, conferencing and communications in ICT Enterprise Analytics & Business Intelligence Strengthening ICT collaboration and coordination Business technology alignment Delegation of authority Governance framework Performance management ICT policies and procedures ICT budgetary overview Human resources management in ICT Global sourcing Asset management Cost recovery and rate cards Enterprise Data Centres modernize transform innovate govern optimize 7

8 ICT strategy Update on Implementation

9 ICT Strategic Roadmap: 5 Years 9

10 ICT Priorities 2016 Support and implement ICT Strategy Consolidation of ICT across the Secretariat Defragmentation and continue implementation of the Enterprise Delivery Framework Strengthen information security and disaster recovery Umoja Deployment & Mainstreaming Improved governance, delegation of authority (in particular ST/SGB) Enterprise Business Intelligence and Analytics Unified Communications Optimization of resources 10

11 ICT Harmonisation Governance, Delegation of Authority and Consolidation

12 Delegation of Authority In A/70/7 Add. 8 para 16 and 18, the Advisory Committee recommends that the Secretary-General [provide] details on changes with regard to governance and delegation of authority, and on the dayto-day operational arrangements between the OICT & other Secretariat entities request the Secretary-General to expedite the finalization and promulgation of a SGB on the OICT The bulletin should establish clear, unambiguous mechanisms for the operationalization of paragraphs 16 and 18 of section II of General Assembly resolution 69/262 and ensure that all departmental ICT proposals are subjected to central review in accordance with the ICT governance framework before their submission to the Office of Programme Planning, Budget and Accounts 12

13 ICT Consolidation 13

14 Strengthening Information Security across the Secretariat

15 10 point Action Plan Started in 2013 Address most urgent shortcomings 63% complete pending: Mandatory training (27%) Network segmentation* Information classification* Public websites (15%) Incident reporting (25%) Implementation through RTCs & DFS and beyond InfoSec roadmap Initiatives programmes Built on existing framework InfoSec Policy Directive EA roadmap ICT strategy and GA report Risk-based approach Broaden scope Solutions for high risk areas IoT (industrial, security, broadcast, etc.) Developed w/ RTCs & DFS 15

16 Advanced malware protection For desktops and laptops of users who access sensitive information Transparent to end users Untrusted content will be opened in isolated temporary micro VM browsers (Internet Explorer, Chrome) Microsoft Office file formats, PDF (Acrobat Reader) Task isolation / limited visibility / copy-on-write technology All changes are discarded when the temporary VM is closed Suspicious behavior is detected Ability to trust content only if there is a good reason! there is no protection for trusted content 16

17 Disaster Recovery The SEPT endorsed a list of 24 critical applications; reduced from 171 COG and SEPT conducted simulation exercise in December 2015; lessons learned being implemented DR strategy built on EDCs, but operational challenges need to be addressed: Umoja failover and failback did not meet RTO Unite Identity failover had to be aborted Failover for (new) database farm postponed 17

18 Role of Regional Technology Centres

19 Regional Technology Center Governance Model REGIONAL LEVEL STRATEGY GUIDANCE PERFORMANCE MANAGEMENT CONSOLIDATION Green: Technical Blue: Local ICT 19

20 Year 2 Work Plan Goals 1. Continuous focus on information security 2. Harmonization and improvement of ICT service delivery Consolidation of Service Desks, ICT Operations and Video Conferencing Consolidation into regional and enterprise data centers Implementation of the enterprise service delivery processes Further standardization of the global ICT network and its monitoring 3. Implementation of the enterprise service delivery processes Incident management Request Fulfillment Change management Configuration management Release and deployment management 4. Mobile Workforce Programme Exchange/Office 365 implementation Virtual Desktop implementation to support flexible work arrangements Unified Communications Mobile Device Management (MDM) 20

21 Enterprise Application Centres

22 Application Harmonization Progress Establishment of the Software Development Coordination Group (SDCG) as the governance mechanism for coordinating the work of EACs Software Development for the United Nations Secretariat ICT technical procedure (APP.02.PROC) approved by CITO and ICT policy committee on 23 December 2015 Ongoing operations of the UN Global Application Portfolio to analyze the application rationalization process 22

23 Rationalization Opportunities (as of 29 February 2016) Number of applications within similar categories 23

24 Implementation Approach - Next Steps Establishment of application life-cycle/release management and change management procedures with EDC and RTCs as well as global support arrangements with the USD Skills inventory of development resources across all Secretariat entities Review of local development requirements and their fit/integration with Enterprise Applications Establishment work plans for integration of resources under the virtual management of the EACs Align work plans with EAC application consolidation priorities 24

25 Unite Service Desk

26 Unite Service Desk Virtually centralized organization that operates globally around-the-clock from 4 hubs: 2015: 106K service requests 11 enterprise apps Bangkok (from Sept. 2014) Nairobi (from June 2015) Geneva (from June 2015) New York (from Nov 2015) For requests that are not escalated: average response time of 26 minutes resolved within 10 hours Identity 20,882 20% Breakdown of 2015 Service Requests (106,468) Umoja 20,413 19% ineed 3,975 4% Careers 2,671 2% Other 3,335 3% Inspira 55,192 52% 26

27 Unite Service Desk - Umoja support process improvements Prompt, develop, and implement process improvement to benefit Umoja service management Analysis of Umoja services requests: HR (+37%) and Travel (26%) service requests significantly increased post go-live (Nov 2015) Spearheaded actions aimed to re-tool agents skillset Significant decrease in user access issues and ICT issues such as Citrix (-39%) expected to continue in the next months Note: while decreasing, remains very high and therefore impacts service desk capacity Ongoing improvements include: future capacity planning, process reengineering, insourcing, temporary reallocation of resources, and further data analysis 27

28 Digital Agenda Technology in support of the work of the UN

29 UN System-wide Digital Agenda The Digital Agenda will focus on: 1. Harmonization of ICTs in the UN system through a UN Technology Framework, including a Common Enterprise Architecture and a Risk Framework 2. Leveraging UN System ICTs in support of UN Programmes and the SDGs, by compiling a prioritized project portfolio 3. Identifying potential public and private sector partners and academia for the implementation of priority projects 4. Present findings at the 71st session 29

30 UnitedNationsUnite Thank you! Q & A