it progress v2 apr2011

IT Department Progress

April 2011

Agenda

• 2

• IT 2010 & 1st Quarter of 2011 Progress Report. And Requirements.

• IT Program Progress Report

• IT SOA proposal

I.T. Progress Chart

• 3

# I.T. Issues and Achievements Year 2009 Year 2010 Year 2011-Qtr 11 Department Quality Objectives Not Achieved Achieved N/A2 Department Organization Structure No Yes Yes3 Policies and Procedures No Yes Yes4 Backup Plan and Procedures No Yes Yes5 Disaster Recovery & Business Continuity Plan No Yes Yes6 High Availability Plan No Yes Yes7 Data Storage Solutions No Yes Yes8 Data Center Room No Yes Yes9 Core Insurance Application Login Problem Yes No No10 Microsoft Legal and License Compliances Yes No No11 Budget Management – outstanding payments settlement No Yes Yes12 Communication and Collaboration with Vendors Poor Good Good13 Service Level Agreements for IT Equipment’s and Solutions No Yes Yes14 IT Store Availability No Yes Yes15 IT Meeting Room Availability No Yes Yes16 Staff Career Path No Yes Yes17 Staff Training No Yes Yes18 Staff Knowledge Transfer No Yes Yes19 Communication with and Service to technical departments Poor Good Good20 Pending issues in Helpdesk System 370 cases Non Non21 Unutilized Assets in Store Yes No No22 ISO Audit Non conformity No non-conformity No non-conformity23 Email utilization Limited All employees All employees24 Security System and Antivirus No Yes Yes25 Branch Connectivity Poor Good Very Good26 Social Networking Engagement – Promote Business No No Yes

I.T. Progress Report

• 4

I.T. Issues and Achievements

2009 2010 2011

1 Department Quality Objecti ves

No clear & Achievable objecti ves.No focus on goals led to poor performance.

Set 8 specifi c, measurable and realisti c objecti ves which were achieved within an ideal ti meframe.

2 Department Organizati on Structure

There was no defi nite Department structure & responsibiliti es allocated to IT staff.

The IT Department was restructured with defi nite functi onal areas, designati ons and job roles that fi ts with the current industry best practi ces.

Restructure will be proposed

• 5

• WIC• IT Manager

• Assistant Manager –

• Business Support

• Application Support

Team Leader

• Specialist System Analyst

• System Analyst 2


• Service Desk Team Leader

• Service Desk • Agent 2



• Assistant Manager -

• Infrastructure

• Network Team

• ( Out Sourced )

• Data Center Team Leader

• Database Administrato

r specialist


r 2


r 1

• System Administrato

r specialist


r2


r1

• Technical Support

Team• ( Out Sourced

)

• IT Deputy Manager

• Department Assistant

• Assistance General Manager

• Senior Manager• Manager

• Deputy Manager• Assistance

Manager

• Team Leader

• Specialist

• Technical 2• Technical 1

IT

• 6


2009 2010 2011

3 Documentati on, Policies and Procedures

No clear procedures.No policiesNo KPI’sNo documentati on

Updated policies, procedures and forms that are clear guidelines for implementi ng tasks aimed to improve quality of the service and customer sati sfacti on

4 Backup Plan and Procedures

Routi ne Data and Program backup for Core Insurance Applicati on is done by designated support staff daily, weekly, monthly and yearly. Daily and weekly backup tapes are stores in the IT department fi re proof safe. Month end and Year end backup tapes are stored in bank safe.Legato Backup soluti on for the domain controller was inacti ve.

Core Insurance Backup procedures are improved by running automated scripts. The backup media are stored safely in IT department fi re proof safe and externally in bank safe.Automated weekly full backup soluti on from Microsoft (DBM) for system state of domain servers & staging servers and Exchange Email system backup is done.

• 7

I.T. Issues and Achievements 2009 2010 2011

5 High Availability, Disaster Recovery & Business Conti nuity Plan

No proper planning for Disaster Recovery. The company experienced 3 major disasters leading to huge fi nancial losses due to unavailability of system in this period.

We have a backup server hosted in Fahaheel branch where we can load the backup and fail over the back up to it as a Disaster recovery plan.

6 Data Storage Soluti ons Storage was hosted on a local disk without any redundancy for the storage which was risking the company data with any disk failure.

A new high available centralized SAN storage implemented.

• 8


2009 2010 2011

7 Data Center Room No firefighting systemNo proper SC systemNo room isolationNo redundant power backupNo humidity control systemNoisy environment of IT departmentAll servers hosting applications like Core Insurance Application, IP Telephony, IPTV Systems, Queuing Management System, Time & Attendance System, Domain Controller, Exchange Email system and the UPS was located at the 8th floor of Warba towers.

All servers including Web servers and Database servers for the new environment and UPS have been successfully shifted to the Data Center located at the Mechanical Floor to properly manage the space occupied by IT Assets.Implemented all the missing data center requirements like firefighting system, a proper AC system, isolation, humidity control system and redundant backup power and having DR site for the core infrastructure systems like Domain controller, Active Directory, Exchange.

• 9


2009 2010 2011

8 Core Insurance Application Login Problem

Old UNIX server acting as application and database server had major issues with user logins and performance. Beyond 60 user logins IT staff had to provide assistance for rest of the employees to log on to the system which was consuming 50% of IT resources, time and efforts.

A new server was configured and installed for the COINS Application to function as the Main server. All user login issues were resolved, high speed and performance achieved with this implementation. Two servers are now dedicated to serve as backup and disaster recovery.

9 Microsoft Legal and License Compliances

There was a License Compliance Issue with Warba Insurance that was raised to Microsoft Legal Department. Licenses were missing for MS Windows Server 2003, MS Exchange Server 2003 and CCMS 2003

Legal issue fully resolved and Microsoft are now investing through human resources man days and major discounts to improve Warba IT infrastructure and business efficiency and considering Warba as a strategically partner and case study in the insurance industry.Also Warba implemented and upgraded for a new Microsoft Environment with new virtualization solution. Old versions of Microsoft Products are upgraded with latest versions and correct license structure to increase business value.

• 10


2009 2010 2011

10 Budget Management – outstanding payments settlement

There were several outstanding payments with IT Vendors.

All major and known outstanding payments was resolved and closed by going through a fair negotiation and winning major discount on most of those outstanding payments within 2010.

11 Communication and Collaboration with Vendors

Poor communication with IT Vendors leading to constrained relationships and ineffective service delivery.

Developed strong relations with IT Vendors via good communication thereby obtaining quality and continued service.


2009 2010 2011

12 1. Service Level Agreements for IT Equipment’s and Soluti ons

1. SLA’s with IT Vendors were not signed.

1. SLA’s signed with Vendors for Network Equipment Maintenance, Network Support and Consultancy, DMS Image Links Applicati on, Fixed Assets Tracking System, ID Card Soft ware, IP CCTV System, IP Access Control System, Queuing Management System, IP TV System and Video Conferencing System which resolved.

13 1. IT Store Availability

1. No proper locati on to store IT assets and equipment.

1. A separate room allocated to store IT assets and equipment in the Mechanical Floor of the Building.

•12


2009 2010 2011

14 IT Meeting Room Availability

There was no meeting room to conduct meetings

A new meeting room available in the 8th floor to conduct IT meetings or workshops.

15 Staff Career Path There was no clear career for the IT staff.

A clear career path is prepared for all IT staff in different areas to follow with an organization structure that fits industry standards.


2009 2010 2011

16 Staff Training No professional training was provided for the IT staff.No training provided to staff of technical department

Several professional training courses were provided to IT staff which includes Effective Project Management, MS Project 2010, and Writing Queries using MS SQL, Implementing and Maintaining SQL Server 2008.Training provided to staff of technical department in Microsoft Office Products.

17 Staff Knowledge Transfer

There was no method devised to share knowledge among different functional areas.

Created a network drive wherein all documents are added to share knowledge among different functional areas within IT department.

• 14


2009 2010 2011

18 Communication with and Service to technical departments

Poor communication and delayed service delivered to technical departments

Communication levels were improved; job requests response time reduced and overall service to all technical departments improved which reflected in the Quarterly Survey Reports.

19 Pending Issue in Helpdesk system

371 open calls in Helpdesk at the end of 2009.

All pending calls closed and proper follow ups for every call by the Service Desk team.

• 15


2009 2010 2011

20 ISO Audit ISO Internal Audit results for IT showed non conformity issues.

ISO Internal/External Audit results showed no non conformity issues. Positive observations made in ISO External Audit conducted in Nov 2010 include• Effective top management to QMS by

improving IT department resources.• High and updating servers’ room

security and work environment control.

• IT Department personnel are competent

21 Email utilization Only a limited number of employees were using Company email system.

A new policy is created to manage email system of the company and migrated And provide the email service to all employees.

• 16


2009 2010 2011

22 Security System and Antivirus

Norton Antivirus solution which was expired and not supported.

A new security solution and antivirus, Microsoft Forefront with 250 User licenses was purchased to protect users from viruses, malicious programs and other security threats

23 Branch Standard Branches are not connected to the domain.Limitations in the online support.No connectivity backup plan.Some branches on dial-up.Not supported by the security system.Several issues with the email service.

All branches are connected to the domain.Backup plan for the connectivity.Supported by security system.Email service provided to all branches.

A fully new standard prepared.

• 17


2009 2010 2011

24 Social Networking Engagement – Promote Business

No social networking engagement to promote business.

Engage customers through the world’s most popular social networking site – Facebook.Dramatically increase company exposure online.Enable customers to quickly promote the company to friends and family

E2E Project List

• 18

Project Name Status Start Date End DateCost

(KWD)Paid

(KWD)Remaining

(KWD)

First ApexIn progress

60% Aug-2010 Dec-2011 246,325 161,846 84,479

Hardware Done Aug-2010 Sep-2010 93,980 87,350 6,630

MS DynamicsIn progress

40% Mar-2011 Dec-2011 110,532 42,787 67,745

MS Infrastructure

In progress85% Jan-2010 Dec-2012 79,317 95,665 (16,348)

MS SQLIn progress

75% Aug-2010 Jun-2011 35,640 12,833 22,807

TrainingIn progress

25% Aug-2010 Dec-2011 29,000 6,692 22,308

Oracle Web Logic Not Start May-2011 Dec-2011 25,000 25,000

MS Project In progress60% Oct-2010 Dec-2011 2,500 1,500 1,000

Operational In progress Aug-2010 Dec-2012 277,360 23,440 253,920

Total Amount (KWD) 899,654 432,113 467,541

Insurance Program Scope and Timeline

• 19

Task Name Start Date Finish Date Percentage Complete

GAP ANALYSIS & PRODUCT DEFINITION 17-08-2010 23-12-2010FG – 100%FM – 50%FL – 50%

CONSOLIDATION OF CHANGE REQUESTS FOR SCOPING 08-12-2010 30-12-2010 100%

SCOPING 03-01-2011 27-01-2011 100%

IMPLEMENTATION 03-01-2011 31-05-2011 In progress

EXECUTION OF PRE-UAT BY FIRSTAPEX AND WARBA IT 16-01-2011 05-06-2011 In progress

TRAINING TO BUSINESS USERS 12-06-2011 23-06-2011 Not Started

UAT – WARBA USERS 26-06-2011 15-09-2011 Not Started

PARALLEL RUN 17-09-2011 30-11-2011 Not Started

PREPARATION FOR GO-LIVE 01-12-2011 01-01-2012 Not Started

GO-LIVE 01-01-2012 01-01-2012 Not Started

RisksThe Risk Action Plan

• Arabic Data Migration Microsoft Consultant SQL Assist to plan, develop and implement the Migration.Resource: Available.

• Implementation for Group Life

FirstApex Consultant will come to assist and finalize the GAP Analysis of the Department.Resource: Next Week.

• Group Medical New Development Module

Different Workflow of the current available module by FirstApex.Developing of a new module based on Warba requirements to be ready by end of April.

• FirstApex Labels Translation to Arabic

There are a good Cooperation between the I.T. Department and the Technical Department specialists to get the best common understandable translation for both common & non-common Labels. Then to be provided to First Apex

• Summer time Leaves The planned period for the Training & UAT is the summer time, which is the vacations & annual leaves season for the employees.

• 20

ERP Status• ERP Solution:

– GAP Analysis & Customer Requirements Gathering Phase was finished.– INC to provide the GAP Analysis & Customer Requirements Understanding Report about the Financial

Department to review & proceed.• Integration:

– Customer Credit will be defined in Microsoft Dynamics and will effect FirstApex System.– Exchange Rate will be defined in Microsoft Dynamics and will effect FirstApex System.– Policy Insurance Level, immediate effect on Microsoft Dynamics once posting in the FirstApex System.

Effect FirstApex Microsoft AX Dynamics

Insurance Transaction

Policy Posting YES YES

Non-Insurance Transaction

Non-Insurance NO YES

Exchange Rate Rating YES YES Customer Credit Rating YES YES Pyament Insurance YES YES

Non-Insurance NO YES

• 22

• Integration Channel • ERP Solution for

Finance and HR

• Web Logic Adap

ter

• AX Adap

ter

• First Life • We

b logi

c Serv

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• AX Dynamic

s

• Insurance System

SOA for Integration

• 23


Finance and HR

• Web Logic Adap

ter

• AX Adap

ter


b logi

c Serv

er• First Gen

• AX Dynamic

s


New Website

Online services

Made System

MOI

Share Point

Internal Portal

MOC CRM

IVR

AAA

WAPMED

AIG

• 24


Finance and HR

• BizTalk


b logi

c Serv

er• First Gen

• AX Dynamic

s


New Website

Online services

Made System

MOI

Share Point

Internal Portal

MOC CRM

IVR

AAAWAPMED

AIG

SOA for Integration

• 25

• WIC• IT Manager

• Assistant Manager –

• Business Support

• Application Support Team

Leader

• Specialist System Analyst



• Service Desk Team Leader




• Assistant Manager -

• Infrastructure

• Network Team• ( Out Sourced )

• Data Center Team Leader

• Database Administrator

specialist

• Database Administrator 2

• Database Administrator 1

• System Administrator

specialist

• System Administrator2

• System Administrator1

• Service Oriented

Application Team

• Specialist Service

Architect

• Service Architect 2

• Service Architect 1

• Department Assistant

• 26

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DS3400 SAN Storage SAS Drive: 2.4 TBSATA Drive: 4.0 TB

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• 27

• SOA Implementation Cost ( HW, Software & services will be around KD 40,000• Required Employees for SOA Team to start are ( 2 ) The Monthly salaries for both will be

between:1800KD & 2500KD

• IT Department is highly recommending to implement the SOA now.

Thank you

it progress v2 apr2011

Economy & Finance