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== 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.
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{| class="wikitable"
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|Key  Words
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|Definition (all are where  appropriate)
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|Examples of how to enable
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|Ways to measures success
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|-
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|enabling
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|empowering  the consumer to achieve their objectives
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|multiple methods to engage any  one service, simplicity, compatability, accessibility
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|Client feedback surveys
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|-
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|extendable
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|allowing the consumer to extend  the service to meet their objectives beyond the common base
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|APIs, Delegated Access to  configuration
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|adoption rates, client feedback  surveys
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|-
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|fast
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|each engagement with the service  is responded to quickly
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|measure, decompose and improve;  compare all changes to baseline
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|MTRs on ITSM, service response  times
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|-
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|monitored
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|both the service provider and  the consumer have visibility into the state and quality of the service
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|End point visibility, network  monitoring,  pagerduty.com, SIEMs,  cloud platform native tools, new relic, dynatrace
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|transparency, continual  improvement of coverage
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|-
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|reliable
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|the service has been architected  to have be able to have a high service level objective
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|Redundancy, Resiliency,  Geographic distribution, high availability models, workload pattern scaling
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|planned availability % vs total  availability %
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|-
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|scalable
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|the service is able to be  expanded to new consumers quickly and efficiently
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|Well-documented onboarding  plans, pre-planned expansion posture, automation
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|delivery or enablement time
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|-
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|secure
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|allowing the consumer to trust  the service
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|Encryption Everywhere!
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Solution categories:
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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
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|vulnerability rates, compliance  rates, incident rates, impact of implementation to service
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|-
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|self-service
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|allows the consumer to not have  to engage with any thing other than the service itself to consume it
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|APIs, Delegated Access to  configuration
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|adoption rates, client feedback  surveys
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|-
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|common  base
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|satisfies a common base set of  requirements that all consumers need
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|standards: base configuration,  security, performance
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|adoption rates, client feedback  surveys, # change requests
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|-
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|open
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|allows the consumer to  participate in the road map for service evolution
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|published road maps, open  communication channels, real time community engagement
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|participant rates, # of comments  received, # change requests, client feedback surveys, consumer tone analytics  (<nowiki>https://www.ibm.com/watson/services/tone-analyzer/</nowiki>)
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|-
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|cost-competitive
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|allows the consumer to see  exactly how their money is being spent to provide the service, and is in line  with competing service providers
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|entreprise agreements, open  source, minimal waste or excess components, automation, scaled to utilization
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|per consumer rate, total cost  versus other services offered, per service provider rate, capex versus opex  rate to offer the service
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|-
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|collaborative
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|allows the consumer to partner  with the service provider to throughout the life cycle of the service
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|GCCollab, Social Media, working  groups for road map, active listening
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|adoption rates and client  feedback surveys
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|-
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|iterative
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|allows the service to  continually change to add, adapt or remove componets over time
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|start small and add value and be  stable each release
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|number of stable changes &  releases
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|-
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|proactive
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|allows the service provider to  act before being asked to do so
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|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.
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|reduction in ITSM calls, client  feedback surveys
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|-
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|timely
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|allows the consumer to consume  the service without lengthy or costly upfront engagements
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|Clear instructions, automation,  "smart" decisions and assumptions, avoid dead ends, partner your  consumers before being asked to to "increase the runway"
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|Instrument, interconnect, &  improve
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|-
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|transparent
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|allows the consumer to be fully  aware of the state of the service being provided
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|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
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|Client feedback surveys,  technical usage statistics
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|-
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|}
    
==  Enterprise Solutions/Shared Services definition ==
 
==  Enterprise Solutions/Shared Services definition ==
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