ICT Global Townhall

30 March 2016 Meeting

Agenda

Update on 70th 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

Update on 70th

GA Session

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

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

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

Next Progress Report

Delegation of

authority

Governance

framework

Performance

management

ICT policies and

procedures

Enterprise Analytics

& Business

Intelligence

Strengthening ICT

collaboration and

coordination

Business technology

alignment

Unite Service Desk

Enterprise Application

Centres

Regional Technology

Centres

Enterprise network

operations

communications and

security (NOCS)

Global engineering,

conferencing and

communications in

ICT

Enterprise Data

Centres

Enterprise solutions,

including Umoja and

IPSAS

Network and

infrastructure

Information security

Disaster recovery

ICT budgetary

overview

Human resources

management in ICT

Global sourcing

Asset management

Cost recovery and

rate cards

optimize govern transform modernize innovate

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ICT strategy

Update on Implementation

ICT Strategic Roadmap: 5 Years

9

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

ICT Priorities 2016

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ICT

Harmonisation

Governance, Delegation of

Authority and Consolidation

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 day-

to-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

ICT Consolidation

13

Strengthening

Information

Security across

the Secretariat

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

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

10 point Action Plan

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… and beyond

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

Advanced malware protection

16

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

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Role of Regional

Technology

Centres

REGIONAL LEVEL

• STRATEGY

• GUIDANCE

• PERFORMANCE

MANAGEMENT

• CONSOLIDATION

Green: Technical

Blue: Local ICT

Regional Technology Center Governance Model

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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)

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Enterprise

Application

Centres

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

http://uniteapps.un.org to analyze the application

rationalization process

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Rationalization Opportunities (as of 29 February 2016)

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Number of applications within similar categories

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

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Unite Service

Desk

Unite Service Desk

Virtually centralized organization that operates globally

around-the-clock from 4 hubs:

• 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

Inspira 55,192 52%

Identity 20,882 20% Umoja 20,413 19%

iNeed 3,975 4%

Careers 2,671 2%

Other 3,335 3%

Breakdown of 2015 Service Requests (106,468)

2015:

106K service requests

11 enterprise apps

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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 re-

engineering, insourcing, temporary reallocation of resources, and further

data analysis

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Digital Agenda

Technology in support of the

work of the UN

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

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unite.un.org

@UN_CITO

UnitedNationsUnite

Thank you!

Q & A