18. ICT managed Services to support humanitarian actions

ICT Managed Services for Humanitarian Thales Communications & Security

Managed Services approach for Emergency

ICT

11-12 April 2013 – Kista, Sweden

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Thales Communications & Security 11-12 April 2013 - Kista, Sweden

What you get first:

VHF Radio Systems

Computers, Desktop

Power Generators

LAN elements (routers/switches)

Mobile phones

VSAT Terminals

Various equipment and technologies, difficult to operate, maintain, interconnect.Issue is not technology but O&M of various ICT infrastructure

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What you miss soon:

Maintenance of ancillaries

SecurityFrequency management

Logistics

CoordinationTraining Service desk

Local admin support

Back Office

Support in IT & Network

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All you can get with a managed services approach: A Services Portfolio tailored to the needs Single point of contact for the end user A dedicated Service Team Guaranteed Service Levels adapted to the on Field situation Guaranteed permanent security (physical and technical) Global 24x7 presence and capabilities Cost control

The contractor takes full responsibility to provide a set of predefined services, respecting a Service Level Agreement

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Scope of ICT managed services

Professional services

End-user services

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Scope of ICT managed services

Service Engineering Consulting services and preliminary studies

Service design Development of new services / features/ evolutions.

Integration and testingEnsuring any change introduced in the system is properly tested and has no impact on the SLA and system performances.

Service Desk Activities to support end users for incidents or service requests.

Service Performance Management Monitoring of the SLA, Capacity planning….

ICT System Monitoring Real time monitoring of the system, collection and treatment of alarms

MaintenanceActivities to maintain the system I noperation. They are guided by Level 3 teams (senior expertise) and executed by level 1-support teams.

Training The training can be delivered to end users or Client’s administrators

Logistics Management Purchasing and ordering spare parts and equipment required to ensure the maintenance of the assets

Professional services

End-user services

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ICT Managed Services

How it works:

Mission objectives

Services

Service Levels

Service Level Agreement

Service Level Management

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Key value of ICT managed services

A cost effective core network• Redundant and secured WAN

networks, based on SATCOM, DLOS, LL

• Tailored design based on COTS

• Network Operating Center

• Multi-level security networks

• Network Gateway/Interconnection

Quick deployment, progressive service raise

• Initial capability

• Scalability

• Reversibility

Service portfolio• End user services (voice, fax, email,

Internet)

• Network and IT Infrastructure

• Professional services: operation, maintenance, support, training, logistic chain

• Service catalog to facilitate service request

Innovatic contractual approach

• Open Global Contract

• Pay-per-use

• Transparent billing

Partnership ecosystem

• Satcom and terrestrial operator

• ICT Technology

• Security

• Logistic

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HOW ICT MANAGED SERVICES CAN SUPPORT EMERGENCY AND LONG TERM HUMANITARIAN ACTION ?

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Managed Service content

End-to-end CIS service scope ….

End-user services Network and IT infrastructure Ancillaries, logistics

…. Based on a complete and coherent product portolio

Service Oriented and Open Architecture Based on COTS products Field proven solutions Flexible and scalable Interoperable Conformed with UN security rules

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Deliver the solution … Designed, integrated and validated on a

reference platform Delivered and deployed on operational theater Integrate a Multi modal supply chain

… Operate & Maintain Operation from Level 1 to Level 3 Dedicated and tailored solution for Operation &

Maintenance (Help desk, Portal solution, NOC) Obsolescence management Guaranteed Services availability tailored to

Customer requirements

Managed Service content

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Scenario for a core network deployment

Deployment of an initial capability

Progressive decom

Service rise Step 1

Service rise Step 2

Field office

Field Office

Satellite

Decision center

Field Office

NIP

Field Office

NIP

Network Party #1

Network Party #3

Network Party #2

POP: Point of Presence is a telecom node

Regional office

Regional office

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Product line of Points of Presence for Field Operations

Product features

Transmission solutions over DLOS, Leased lines, or VSAT.

Back-up connectivity option Standard end user ruggedized

equipment based on COTS, VoIP and VTCoIP with optical

connectivity or copper with PoE enabled.

Transec (bulk or tunnel encryption) option

WAN acceleration, compression and optimization to cope with constrained bandwidth and satcom delay

Physical integration into suitcases, light cases or containers.

Simplified administration and maintenance.

FIELD

DEPLOYABLE

TRANSPORTABLE

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CASE STUDY

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Case study

CIS support for NATO in Afghanistan (since 2006)

Key Features

Build and run the network delivering secure IT services to

NATOGlobal service delivery based

on SLA (> 99.8% availability)Multi-level security CIS with integration of legacy NATO CIS

services100s Point-Of-Presence and

1,000s of users in the country Integrated multi-modal supply

chain

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Case study

2006:Deployment of an initial capability

HUB

HUB

AnchorStation Europe

SkynetSyracuse 3 POP

POP

POP

POP

POP

POP

POPPOP

POP

POP

2007-2012Full

Capability

2013-Service decom

6 Locations, 2 Regions<10 POP

33 Locations, 5 Regions, 93 POP

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Conclusion

Managed services approach can help to manage:

• Rapid availability of connectivity and IT services in emergency situation

• Coordination among various stakeholders

• The service transition from emergency short-term situation to established/long term crisis situation

• The complete lifecycle of an ICT system: from initial capability, full operational capability up to the service decommissioning

• Inadequate means compared to the increasing needs of the end users (situational awareness, GIS, video streaming, conferencing service …)

• Complexity of technology and mix of technical solutions

Q&A

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THANK YOU

Thibaut PichardSenior Bid Manager

Thales Communications & [email protected]