15
edits
Changes
GC Enterprise Architecture/Enterprise Solutions (view source)
Revision as of 09:38, 21 August 2020
, 09:38, 21 August 2020→Enterprise Solutions/Shared Services Guiding principles
== Enterprise Solutions/Shared Services Guiding principles ==
== Enterprise Solutions/Shared Services Guiding principles ==
Any solution that is worthy of of use across the entire GC should allow the consumers to successfully achieve their objectives by providing an accessible, enabling, extendable, fast, monitored, reliable, scalable, secure, and self-service common base service in an open, cost-competitive, collaborative, iterative, proactive, timely and transparent manner.
Any solution that is worthy of of use across the entire GC should allow the consumers to successfully achieve their objectives by providing an accessible, enabling, extendable, fast, monitored, reliable, scalable, secure, and self-service common base service in an open, cost-competitive, collaborative, iterative, proactive, timely and transparent manner.
{| class="wikitable"
|Key Words
|Definition (all are where appropriate)
|Examples of how to enable
|Ways to measures success
|-
|enabling
|empowering the consumer to achieve their objectives
|multiple methods to engage any one service, simplicity, compatability, accessibility
|Client feedback surveys
|-
|extendable
|allowing the consumer to extend the service to meet their objectives beyond the common base
|APIs, Delegated Access to configuration
|adoption rates, client feedback surveys
|-
|fast
|each engagement with the service is responded to quickly
|measure, decompose and improve; compare all changes to baseline
|MTRs on ITSM, service response times
|-
|monitored
|both the service provider and the consumer have visibility into the state and quality of the service
|End point visibility, network monitoring, pagerduty.com, SIEMs, cloud platform native tools, new relic, dynatrace
|transparency, continual improvement of coverage
|-
|reliable
|the service has been architected to have be able to have a high service level objective
|Redundancy, Resiliency, Geographic distribution, high availability models, workload pattern scaling
|planned availability % vs total availability %
|-
|scalable
|the service is able to be expanded to new consumers quickly and efficiently
|Well-documented onboarding plans, pre-planned expansion posture, automation
|delivery or enablement time
|-
|secure
|allowing the consumer to trust the service
|Encryption Everywhere!
Solution categories:
advanced persistent threat protection, anti malware, AI, breach and attack simulation, communication fraud protection, cyber threat intelligence, data classification, data governance, data leakage prevention, data rentention, endpoint detection and response, identity and access management, incident response, insider threat, IoT, intrusion detection & prevention, mobile application / mobile device management, multi-factor authentication, network detect and response, network traffic analysis, secure data erasure, secure file transfer, SIEM, orchestration, automation and response, user and entity behavior analytics, vulnerability management
|vulnerability rates, compliance rates, incident rates, impact of implementation to service
|-
|self-service
|allows the consumer to not have to engage with any thing other than the service itself to consume it
|APIs, Delegated Access to configuration
|adoption rates, client feedback surveys
|-
|common base
|satisfies a common base set of requirements that all consumers need
|standards: base configuration, security, performance
|adoption rates, client feedback surveys, # change requests
|-
|open
|allows the consumer to participate in the road map for service evolution
|published road maps, open communication channels, real time community engagement
|participant rates, # of comments received, # change requests, client feedback surveys, consumer tone analytics (<nowiki>https://www.ibm.com/watson/services/tone-analyzer/</nowiki>)
|-
|cost-competitive
|allows the consumer to see exactly how their money is being spent to provide the service, and is in line with competing service providers
|entreprise agreements, open source, minimal waste or excess components, automation, scaled to utilization
|per consumer rate, total cost versus other services offered, per service provider rate, capex versus opex rate to offer the service
|-
|collaborative
|allows the consumer to partner with the service provider to throughout the life cycle of the service
|GCCollab, Social Media, working groups for road map, active listening
|adoption rates and client feedback surveys
|-
|iterative
|allows the service to continually change to add, adapt or remove componets over time
|start small and add value and be stable each release
|number of stable changes & releases
|-
|proactive
|allows the service provider to act before being asked to do so
|partner with consumers, articulate business value, be transparent, be the experts in the domain and recommend service improvements, every year each service should improve without a budget increase.
|reduction in ITSM calls, client feedback surveys
|-
|timely
|allows the consumer to consume the service without lengthy or costly upfront engagements
|Clear instructions, automation, "smart" decisions and assumptions, avoid dead ends, partner your consumers before being asked to to "increase the runway"
|Instrument, interconnect, & improve
|-
|transparent
|allows the consumer to be fully aware of the state of the service being provided
|Dashboard (per user category), status pages (<nowiki>https://status.status.io/</nowiki>), published road maps, published runbooks, automation libraries, user guides, embedded client execs, planned vs. unplanned outages feeds
|Client feedback surveys, technical usage statistics
|-
|
|
|
|
|}
== Enterprise Solutions/Shared Services definition ==
== Enterprise Solutions/Shared Services definition ==