IT MANAGEMENT ATTERRA FIRMA Team MembersAbdulhameed Almutairi Fraser KeetleyLuzian SerafinMarjet LammersPhili !"eb#es Executive SummaryTerra Firma recently encountered severe problems with a network failure.Although the failure could be remedied, it appeared that T management and allof its components, especially the governance with existing policies andregulations has to be improved within Terra Firma. Terra Firma is forced to reactasfast aspossiblebecausewronginvestmentsinthepast, nostructuredTmanagement as well as increasing competition endanger its capability tocompete with other big companies in the market.nthisreport, athoroughstudyofthecurrentsituationwasconducted. TerraFirma!scurrent problemsandupcomingchallengeshavebeenidenti"edandconcisely summarised. Two new T services are proposed in order to help TerraFirma to compete in the future# $ring %our &wn 'evice will enable Terra Firmasta( to use their own devices, mobile as well as stationary, for everyday tasks.The improved File Sharing Service will help Terra Firma to satisfy needs of theirsta( for increased collaboration capabilities as well as exploit new possibilities togainrevenue. $othservicesarecomprehensivelydesignedandplansfor theimplementation, transition and operation of the services are provided.Through the proposed services, Terra Firma will be able to compete in the future,resolveitscurrent issueswithTandincreaseitsrevenue. The))for bothservices over a three year hori*on is +ust over ,-. and therefore very promising.Table of /onten$0.- ntroduction............................................................................................................. 01.- &verview of Terra Firma........................................................................................... 01.0 Strategic 2ap....................................................................................................... 33.- The T Function in Terra Firma..................................................................................43.0 &verview of the /urrent T Function.....................................................................43.1 ssues and 5roblems with current T function.......................................................64.- 7ew Strategic T Services........................................................................................ 84.0 File Sharing Service.............................................................................................. ,4.1.1 Service 9evel 5ackage...................................................................................... ,4.1 $ring %our &wn 'evice :$%&';.............................................................................uirements...................................................................................046.0.4 &rgani*ational )eadiness................................................................................066.0.6 5erformance 2easurement.............................................................................066.0.8 /apacity 5lan.................................................................................................. 086.0., Availability 5lan............................................................................................... 086.0.< Security 5lan................................................................................................... 0,6.0.= Supplier 2anagement.....................................................................................0,6.1 Service 'esign# File Sharing...............................................................................0,6.1.1 $usiness )e>uirements...................................................................................0uipment. From Exhibit 4 inthe Terra Firma case brie"ng the total expenditure in 1--= for capitalexpenditures on T was 38.1< million 7G', a huge expense for what is widelyacknowledged as a low return investment. There are also signi"cant weaknesseswith Terra Firmas knowledge management, which is largely managed on an Ad?oc basis, departing sta( often take their skills elsewhere without theappropriate knowledge transfer activities taking place.Cith new regulatory pressures in Europe, @S and Australasia threatening existingmarkets andlarge)H'competitors developingnewinnovations TerraFirmare>uires radical change. The company!s dependence on large vendors is also, asmuch a strength as it is a weakness, however with large competitors beginningto outpace Terra Firma, there are signi"cant challenges ahead. Terra Firma, has inthe past shown its ability to drive innovation and from Exhibit 0!s SC&T analysis,therearesigni"cant opportunitiesfor TerraFirmatoexpandanddelivernewo(erings to customers.Emerging markets, within Asia, Africa and South America present newopportunities for growth and success. The modernising of medical e>uipment inthese countries present Ilow hanging fruitJ which can help establish Terra Firmaas a dominant supplier.Cith the medical supplies industry set to grow by 8. forseveral more years, Terra Firma is poised to deliver signi"cant growth and valueto its customers.Stephanie/lark!s arrival in1--3andhervision as /&havehelped pushthecompanies! Tinfrastructureintothe10stcentury. $ut despitethis, thereareseveral challenges that existed upon her arrival which still continue to plague thecompanytoday. CithoutStephanie/larkscommitmenttoTerraFirmaandherdevelopment of new compliance standards, the catastrophic network failure thatoccurred, could have been far worse. The involvement of 2arvin Keats to developa solution to the myriad of problems within Terra Firmas T division is the "rststepinalongprocesstoinnovateanddrivechangewithintheorganisation.Section 4 onwards willprovide two new services which can assist in resolving%*ncrease revenue through delivery of cutting edge medical technology.inancial4ustomer*nternal 7usiness Processesearning and #rowthDeliver value on services Deliver innovative solutions4reate and ta(e advantage of innovative medical advances 4reate long lasting productive wor(ing relationships Provide competitive high 8uality medical imaging solutionsProvide funding to research and development pro6ectsRecruit and develop strong leaders and employeesTerra Firma!s weaknesses, increase its strength, counter its threats andimportantly capitalise on opportunities within the industry. 2.1 Strategic MapFrom the above SC&T analysis, it is evident that Terra Firma has a number of bene"cial strengths, concerning weaknesses, possible opportunities and externalthreats largely out of the company!s control. To better understand Terra Firma!s strategic operations a Strategic 2ap has been created to illustrate what analysis has revealed to be the company!s main "nancial, customer, and internal business process and learning and growth strategies. &Exhibit 1 Strategic 2ap of Terra Firmat was observed from the case study provided to 2arvin Keats for this report that Terra Firma strives to deliver valuable and innovative solutions to its customers, whilst maximising revenue to invest in future )H' pro+ects. Terra Firma aims to foster long term relationships with its customers and recruit strong leaders and employees. n order to maintain this strategic vision however, an understanding of T within Terra Firma must be gained. 3.0 The IT Function in Terra Firma The companies T assets have played an integral role in the company!s success. ?owever, the companies view on T from the provided documentation indicates that it is seen primarily as an enabler, providing the base needs of the organisation. Cith the recent interruption to Terra Firma!s T services, many functions within the company need to be reviewed. A number of observations have been made and documented based on an analysis of Terra Firma!s T processes and structure within this section.3.1 Overview of the Current IT FunctionTerra Firmas management structure did not include a professional Tmanagement teamuntil 1--3whenStephanie/larkwas appointedas Lice5resident of T and &perations and /&&. The corporation has developed a "veyear employment growth plan. $y 1--=, the number of fullAtime sta(hasincreasedtoover6,1--andannual revenuehaspassedpredictionstoreach7GM1.6 billion :Exhibit1, 5age 08 of Terra Firma 2edical Systems;. /lark!sopposition to a separate /& position, led to the consolidation of T sta(, ?) andaccounting under her position. 2arvin Keats has a signi"cant role in Terra FirmaNs T function due to his positionas 'irector of T and &perations for the Asia 5aci"c region. As of 1--uired to ensure correct usage of corporate "les,software and features. 7ewcorporateapplicationsPsystems canbeset upfor usagethroughpersonal devices if a need for that systemPapplication is expressed. All network traDc will be encrypted to secure sensitive data. This service aims to reduce the costs of corporate mobile devices,increases sta(satisfactionthroughBexibleworkingarrangements andincrease productivity. $ser pro'"e atterns of #usiness (ctivitiesSenior executives :/E&!s; Access to company network from every,locationAccess to email and agenda and editing them from every location5ossible to work on company "les from every location2anagement Access to company network from everylocationAccess to email and agenda and editing them from every location5ossible to work on company "les from every location2anufacturing :Factory 5lants ; Access to email and agenda and editing them from every location5ossible to work on company "les from own devices at the plants)esearch H 'evelopment 5ro+ect FroupsAccess to email and agenda and editing them from every location5ossible to work on company "les from own devices at the oDceT &Dce Sta( Access to email and agenda and editing them from every location5ossible to work on company "les from own devices at the plantsSales H 2arketing &Dce Sta( Access to email and agenda and editing them from every location5ossible to work on company "les from own devices at the plantsTable 3 $ring %our &wn 'evice4.2.1 Service Level PackagesFor $ring %our &wn 'evice two service level packages are needed, one which allows Senior Executives and 2anagement to work from every location. The second service level packages is for the other employees to ensure they can access email and agenda from every location and on company grounds access the network from their own devices.Service Level Package 1 (Management & Senior Executives):$ti"it+ ,arrant+Access company network from every location with any device7o software installation neededAccess mail and agenda from every location and deviceEnable access with up to0--mbPs download and 0-mb.s upload.Ability to edit "les from every location and deviceTime to connect less than 0- seconds186 $T SS9 Encrypted connectionAvailability of network 14P, Table 6 $%&' S950Service Level Package 2(Oter em!lo"ees):$ti"it+ ,arrant+Access company network from any7o software installation needed'-device inside oDces and plantsAccess to mail and agenda from every location and deviceTime to connect less than 0- seconds186 $T SS9 Encrypted connectionAvailability of network during oDce hours Table 8 $%&' S951&.3 1OI ca"cu"ationsn order to accurately create a set of )& calculations for the service, the base case was calculated "rst using Exhibit 1# Selected Financial nformation for Terra Firma 2edical Systems from the case study. %ear - is taken as 1-04. To calculate the revenues we have to look from 1--6 to 1--uirement riorit+ .escription$ser 3:perience 2ust ?ave There must be no di(erences in the userexperience when users engage with TerraFirma using company devices or personaldevices(ccessTerraFirma?s networ*via mo!i"e and stationar+devices2ust ?ave @sers must be able to access TerraFirma!s network through personal mobiledevices :including laptops; and stationarydevices :corporate computers ;S+nchroni@e persona" devicesto corporate ca"endars2ust ?ave @sers must be able to synchroni*epersonal calendars and work calendars topersonal devices("" emp"o+ees can access eAmai" via mo!i"e devices2ust ?ave @sers must beabletoaccess workeAmails via employee mobile devices Mo!i"e .evice videoconferencing5referred @sers must be able to attend andconduct a video conferences on theirmobile devices1ead4 write4 and de"ete accessvia. Mo!i"e devices 2ust ?ave @sersmustbeabletoaccessdataand"les and be able to add, edit and deletethem as re>uired(ccess to proBect managements+stems for mo!i"e devices2ust ?ave @sers must be able to access 5ro+ect2anagement Systems(ccess frommu"tip"edevices/!oth corporate and persona"0 2ust ?ave @sers must be able to use multipledevices simultaneously :i.e. a user editsdocuments on a company computerwhilst synchroni*ing calendarappointments on a mobile device;$ser "ocationsha"" not eCectaccess to service2ust ?ave @sers must be able to change theirworkplace without interruption to theirconnection to the network'&Table 0-# $usiness )e>uirements7.1.2 Service )eve" ac*ages$uilding upon the business re>uirements, the service level packages :S95; de"nethe utility and warranty that the service has to provide. There are three di(erentuser groups within Terra Firma, executives, middle management and employees#$ser Droup= 3:ecutives$ti"it+ ,arrant+/onnect users personal device tothe network of Terra Firma/onnect to the network in less than 0- secondsSynchroni*e mails and calendars /onnect every device independently from theoperating system)ead, modify and delete "les Encrypted connection :186bit SS9;'ownload Speed# 0-mbPs@pload Speed# 0mbPs'evice staysconnectedwhen personmoveswithinthe buildings :/ontinuity of the connection;Support weekdays between 8am V =pmSupport weekends between uirements@sing the S95s from the previous sections, a set of detailed functional and nonAfunctionalre>uirements have been derived. These re>uirements are listed andexplained below#%unctional &e'uirements: 3na!"e the connection of persona" mo!i"e devices# @sers are able toconnect their personal smartphones, tablets and phablets to Terra Firma!snetwork 3na!"etheconnectionof persona" stationar+devices# @sersareable to connect their personal notebooks to Terra Firma!s network 3ncr+pted connection# All connections within Terra Firma!s network areencrypted %o"imitationtothedownA ;up"oadspeed# TerraFirmawill notdeliberately set any limitations to the downA and upload speed. @sers mayexperience slower connections when many users use the networksimultaneously. (""ow s+nchroni@ation of mai"s# @sers are able to access andsynchroni*e their work mails from their devices. (""ows+nchroni@ationof ca"endars# @sersareabletoaccesstheirwork calendar and their personal calendars. (""ow fu"" access to '"es# @sers are able to fullaccess :read, modify,delete; "les that are stored on Terra Firma!s servers, if their user pro"lehas the authority to do so. Mo!i"e so"ution for the roBect Management S+stem# @sers are ableto use the 5ro+ect 2anagement Systemfromtheir personal mobiledevices, using a newly developed mobile app. Mo!i"e so"ution for core Terra Firma s+stems# @sers must be able toaccess core business systems within Terra Firma. (on)%unctional &e'uirements: ConnectionTime"essthan10seconds# Thetimeittakesuserstoconnect their personal devices to the network, provided they entered thecorrect username and password combination, is less than ten seconds. .own"oadASpeed of 10m!uirements. Finally, the administrators as well as thesupport sta( have to be trained to be able to support the end users and solveincidents on their own. 7.1.7 erformance MeasurementThe performance of the $%&' service will be measured using a S9A2 chart. Thesingle measurements are# The average connection time should be less than 0- seconds There are not more than -.0. connection errors every month The average download speed is 0-mbPs'* The average upload speed is 0mbPs There are not more than -.0 "le access errorsOanuaryFebruary2archApril 2ay Oune Ouly AugustSeptember&ctober7ovember'ecember(verageConnection Time)eality)eality )eality)eality)eality)eality)eality)eality)eality )eality)eality )ealityDoa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa"Connection 3rrors )eality)eality )eality)eality)eality)eality)eality)eality)eality )eality)eality )ealityDoa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa"(verage.own"oad Speed)eality)eality )eality)eality)eality)eality)eality)eality)eality )eality)eality )ealityDoa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa"(verage $p"oadSpeed)eality)eality )eality)eality)eality)eality)eality)eality)eality )eality)eality )ealityDoa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa"Fi"e (ccess 3rrors )eality)eality )eality)eality)eality)eality)eality)eality)eality )eality)eality )ealityDoa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa" Doa"Table 06# S9A2 /hartThenecessarydatawill becollectedusingthenewlyimplementednetworkmonitoring software.7.1.6 Capacit+ "an5ersonnel# Team of 1 Administrators H 6 Support Sta( Ensuring that the service can be used and answering support calls7onA5ersonnel# )edundant T infrastructure, policy to reviewS9As every 8months Ensuring that in case the connection fails there is redundancy7.1.9 (vai"a!i"it+ "anTo secure the high >uality of the service and ensure a small number of incidentsand support calls the service will utili*e standard o(AtheAshelf software. There willalso be redundant infrastructure to secure the ongoing availability of the servicewhen errors occur. A number of staDng contingencies will be available to ensuresupport calls will be answered in a timely manner. f sta( members areunavailableinanygiventimeA*one, thensupport calls :dependingontheirurgency; will be reAdirected to another time *one. 7etworkinfrastructurewill bemonitoredconstantlytodetectincidentsattheearliest possible stage. n the event of an incident, redundant infrastructure willbe activated automatically. The administrator on duty will receive a noti"cationabouttheincidentandworkontherecti"cationwiththehighestpriority. Theadministrator willalso senda message :email; to allusers that the serviceiscurrently encountering problems and that a solution is being worked on. 'uringthis time the cause of the problem will be identi"ed and the incident has to bereviewed, which will include an assessment of the damage.'+Secure /onnectionSecure ?andlingTopic "an(vai"a!i"it+ Secured through redundant infrastructure and support sta( that solvesincidents.1e"ia!i"it+ Secured through redundant infrastructure and constant networkmonitoring.Maintaina!i"it+?ighly trained administrators and support sta( can restore the serviceafter a failure in the least possible time.Servicea!i"it+Secured through redundant infrastructure, constant network monitoringand guaranteed support as set in the S9As.Table 08# Availability 5lan7.1.8 Securit+ "anThe $%&' service will enable its users to transfer highly sensitive data throughthe network onto personal devices. Therefore security has to be planned for twodi(erent dimensions#Exhibit 3# Security 'imensionsAll connections withinTerraFirma!snetworkwill besecureE nodatawill betransmittedunencrypted. Thiswill beguaranteedthroughtheusageof newencryptionsoftwareandconstant networkmonitoring. Theadministratorswilltest the encryption of the connection every 8 months and report any possibleincidents. Additionally a IwhiteAhatJ hacker will be engaged once every year totest the network infrastructure for possible security holes. The results of thesetestswill bereviewedbytheadministratorsandreportedtotheexecutives.Appropriate arrangements to "x these holes will be made collaboratively.To ensure the secure handling of information, all users have to be made awarethat he should never share sensitive information. n order to achieve this goal, adetailed information security document willbe created that has to be read byeveryone that wants to use the $%&' service. The awareness will be tested bythe direct supervisors of every sta(.7.1.5 Supp"ier ManagementCith the implementation of the new $%&' service, a number of new suppliers willbeneeded. Theywill provideall softwareneededanddescribedintheFA5analysis. All contracts will beinitially negotiatedbytheadministrators andreviewedbyanexecutivebeforeestablishingacontract. All contractswill bestoredinthesupplier contractdatabase. Administratorswill beassignedandgiven responsibilities managing end of term reviews and renegotiations for eachassigned contract.',7.2 Service .esign= Fi"e SharingThesecondserviceasintroducedinsection4.-isanewcorporatelevel FileSharing service.Terra Firma!s current "le sharing solution has been identi"ed asout datedandunabletomeet thehighdemandthat isassociatedwiththecompany!s rapid growth. n addition, Terra Firma!s current solution only supports"le sharing on a departmental basis. This newly proposed corporate "le sharingservicewill increasetheintegrationof employeesbetweendepartmentsanddi(erent sites. Theintentionfor thischangeistoallowemployeestosharepro+ect documents between di(erent departments. 7.2.2 #usiness 1e>uirementsThe di(erent business re>uirements of the new service are shown in the tablebelow. #usiness 1e>uirement riorit+ .escriptionShare Fi"es inside Terra Firma 2ust ?ave /ross department document sharingshould be possible.(ccess '"es from mo!i"e.evices inside Terra Firma?snetwor*2ust ?ave File access should also beenabled on amobile device inside Terra Firmas networkto increase productivity.(ccess Contro" and(uthori@ationfor fo"ders and'"es2ust ?ave Every user should have control aboutwho is able to access his "les. That willcontribute to the overall security ande(ectiveness of this service. .ata encr+ption option 2ust ?ave Files should be encryptedto ensure ahigh level of security.Share Fi"eswithTerraFirma?sCostumers 2ust ?ave Files like# 5roduct documentation,software updates andsecurity updatesshould be able to be shared withcostumers.Sing"e Sign On 5referred Toincreasetheusabilityof thesystemthe user should be automaticallyauthenticated.Integration with Terra Firmacurrent 3mai" s+stem5referred f a "le or folder was shared with aspeci"c person or group, noti"cationinformation should be send by Email.(ccess '"es on mo!i"e devicesoutside of Terra Firma5referred To increase the productivity of TerraFirma!s mobile workforce, "le accessshould also be possible on mobile devicesoutside Terra Firma!s network.Share "arge '"es /F 1 D#0 &ptional Some employees re>uested a feature toshare very large "les.Table 0, $usiness )e>uirements 7.2.2 Service )eve" ac*ages7ext to the business re>uirements some service packages associated with theservice are ensuring that each package has associated utility and warranty. $yproviding this separation we maintain a high level of customer satisfaction whilereducing costs and complexity.$-S 5 0T e r r a F i r m a / u s t o m e r s1 4 P , S u p p o r tT e c h S u p p o r tS51All Terra Firma Employees=amA0,pm Support?elp 'eskS53Engineering 'epartmentShare large "les :T0 F$;'aily $ackups'ata )ecovery S 5 4 T S u p p o r t ' e p a r t m e n tA c c e s s c o n t r o l@ s e r a d m i n s t r a t i o n r i g h t sSGCorporate Fi"e SharingFor service level packages have been de"ned, that have been separated basedon several di(erent user pro"les inside Terra Firma. Exhibit 4 shows a high leveloverview of the four proposed service level packages. Exhibit 4 ?ighA9evel &verview of Service 9evel 5ackages 7.2.3 .etai"ed 1e>uirementsCe already outlined the business re>uirements of this new service. n this sectionwe want to list some more detailed re>uirements and their priorities. Thereforeweintroduce anadditionallogical separationforfunctional andnonAfunctionalre>uirements. S50 :Terra Firma customers;$usiness )e>uirement 5riorityFunctional )e>uirements@pload and store "les for customers ?igh7onAFunctional )e>uirements?igh Availability ?igh/ompliance conform ?ighS51 :All Terra Firma Employees;$usiness )e>uirement 5riorityFunctional )e>uirements@pload and store "les inside TerraFirma?igh7onAFunctional )e>uirements2eets /ompliance re>uirements 2edium2eets Audit and controlre>uirements?igh'isaster recovery ?ighS53 :Engineering 'epartment;$usiness )e>uirement 5riorityFunctional )e>uirements@pload and store very large "les :T 0F$;?igh$'7onAFunctional )e>uirements'aily $ackups ?ighExtensibility 2ediumS54 :T Support 'epartment;$usiness )e>uirement 5riorityFunctional )e>uirementsFile Access to all Files ?ighAccess /ontrol and @ser2anagement?igh7onAFunctional )e>uirements'aily $ackups ?ighTable 0< 'etailed )e>uirements &verview 7.2.& Organi@ationa" 1eadinessAn assessment of the organisations operational readiness must be performed to ensure current capabilities will meet demands. The current "le sharing solution isscattered throughout a number of di(erent departments inside Terra Firma. As part of the operational readiness processes several new capabilities are proposedin line with the S9As shown in Exhibit 4.3:isting Capa!i"ities %ew capa!i"ities%etwor* infrastructure 7etwork infrastructure can be reused in most cases. @pgrade might be necessary ifbandwidth is not suDcient enoughCurrent Fi"e Sharing Servers Server hardware has to be replaced with more capable and scalable hardware. Software )icences Server Software can be reused in most cases :For example encryption software, user access software and monitoring software;. n case of outAdated and unsupported software a new licence has to be purchased.Hnow"edge ManagementTraining and support material has to be updated to reBect the new serviceIe"p .es*s Training of employees on the new systemTable 0= 'etailed )e>uirements &verview 7.2.7 erformance MeasurementS)( S1 S2 S3 S&.own"oad Speed T1--kbs T6--kbs T0mbs T0-mbs$p"oad Speed T0--kbs T1--kbs T6--kbs T0mbs(vai"a!i"it+ ==. =uestions.5ersonal# 'uring the main oDce hours a ?elp 'esk with dedicated T sta( willprovide additional T Support on side# 0 T Administrator for more complex technical problems 4 T Support sta( for >uestions and simple problems7onApersonal# )edundant server infrastructure in case of emergency7.2.9 (vai"a!i"it+ "anThe availability plan addresses the ability of the new service to perform at anagreed levelover a period of time. Therefore severaldi(erent factors such as)eliability, 2aintainability, Serviceability, )esilience and Security wereconsidered. )eliability# File sharing servers will be monitored with analytics software toverify that the service performs to expected standards under highworkloads.$% 2aintainability# n the event of server problems, a bug tracking system willbe put in place which will track the time it takes from raising a problem tosolving it. This will give developers and pro+ect sta( useful insights aboutthemaintainabilityof theservice. 'atawill becollectedandusedtofurther improve service to users. Serviceability# $2 has been selected as an external supplier for hardwareinfrastructure. The working relationship will be closely overseen and theirability as an external supplier to replace hardware components in case offailure will be regularly assessed. )esilience# )esilienceof theservicewill beensuredthroughtheuseofredundant server components deployed at di(erent locations. The goal isto guarantee that key functionality is still available even in cases of partialsystems failure. t is the intention of this system to eliminate or minimi*ethe single point of failure :S5&F; components that currently exist withinTerra Firma. Security# The new "le sharing solution will ensure con"dentiality, integrity,and availability of Terra Firma!s data. The S&PE/ 1,--- series ofinformation and security management will be put in place and will serveas the basis for secure data management within this service.7.2.8 Securit+ "anThe changes to the File Sharing service will enable users to share sensitive information across di(erent departments. t is therefore important to ensure that the data will be secured and managed appropriately. n addition to the introduction of S&PE/ 1,--- series standards to bolster security a number of other scenarios have been assessed. A list of three ma+or security scenarios has been identi"ed# A physical attack on the server# 5revention# ?ighly secured server location with access card and security sta( 5revention# 'ata is encrypted and distributed in di(erent regionsAn internal attack or a scenario where Terra Firma employees attempt to gain access to con"dential "les# 5revention# 2anual and automated log monitoring 5revention# Software that monitors "le access to detect unusual behaviour Any attacks that occur from outside of Terra Firma!s network# $& 5revention# Firewall to protect attacks from the internet 5revention# Automated 5 blocking after to many invalid login attempts 5revention#@sage of L57 in combination with hardware security tokensAll possible security breaches or attempts for unauthori*ed access we will be reported directly to an information security representative. n addition, a report that contains all security relevant information will be created on a weekly basis. This report will be circulated among all relevant stakeholders with work items being created for priority items that could adversely a(ect the company. f vulnerabilities are exposed in security reviews, a change will be triggered and actioned by the relevant employees assigned by management sta(. 7.2.5 Supp"ier ManagementTo ensure a smooth transition from the old "le sharing service to the new one we identi"ed two potential partners who can support with essential tasks during the transition stage. The "rst key partner identi"ed is management consulting, technology services and outsourcing company Accenture. Their expertise with similar /T pro+ects canbe helpful for the transition process of the service. $esides their management consulting expertise they can also o(er additional support with implementation work as they have access to highly >uali"ed T professionals. The second identi"ed partner that was chosen is $2. The new service proposed re>uires a signi"cant investment in hardware and software to implement the new"le sharing solution. n addition to this, $2 can also o(er a wealth of knowledge that will be needed to implement an eDcient and scalable solution. After the transition phase maintenance and supporting tasks will be handed over by partners and be conducted inAhouse. Therefore Terra Firma will be able to ensure that both partners contribute to knowledge transfer sessions and ade>uately close out the transition phase. 6.0 Transition %ew IT ServicesThe T9 process prescribes a number of activities that help guide and e(ect atransition from an existing system or situation to the intended end state. The twonewly proposed services in section 4 and 6 willre>uire a number of transitionactivities to allow the system operate e(ectively. Therefore, a number of analysisactivities which have gathered the necessary information to allow these servicesto be put into operation smoothly and e(ectively. 6.1 #-O. /#ring -our Own .evice0As stated in section 6.0, $%&' is a new service intended to increase$(collaboration, productivityandemployeesatisfactionwithinTerraFirma. Thisservice will make use of employees personal 2obile 5hones, Tablets and 9aptopsallowing them to connect to Terra Firma networks either at home or at the oDce.The service as established in section 6.0.0 will allow users to access to not onlytheTerraFirmanetworkbutanumberof 5ro+ect2anagementSystems, workdocuments and various applications relevant to their occupations. Another facetof this service would be the updating of severalcore business systems withinTerra Firma, allowing users to access systems fromtheir personal devices.Systems such as ssue Tracking, Lideoconferencing and ?elp 'esk services aresome of the proposed candidates for moderni*ation. 6.1.1 1e>uest for Changen order to begin transition activities a number of core issues must be addressed.Therefore, to address these issues, a ,)!s approach has been adopted. The ,)!sprescribes the use of a number of basic >uestions in regards to the re>uest forchange. The >uestions include, who raised the changeX Chat is the reason forthe changeX Chat is the return re>uired from the changeX Chat are the risksinvolved in the changeX Chat resources are re>uired to deliverX Cho isresponsible for its phasesX Finally the relationship between this change and otherchanges must be answeredX :/han, 1-04; ,ho 1aised the ChangeK 2arvin Keats and the Terra Firma business analyst team would serve as the initialtriggers for the )F/ process. ,hat is the 1eason for the ChangeK There are several reasons that have made this change important to Terra Firma!sbusiness goals# There are several capability gaps that have been identi"ed in Terra Firmasexisting systems. &nly basic systems for accessing corporate applicationswithmobiledevices areavailable. Cider accessibilitytoall sta(wasidenti"ed as a way to improve productivity and increase workerinvolvement. Thisisseenasanopportunitytocapitali*eonincreasingcomputing power of employee personal devices and help engageemployees with Bexible working arrangements and access to Terra Firmasystems. Tasks to complete this change would overhaul a number of aging systemsbringingseveral ofthe1--Ycorporateapplicationsinproductionuptodate. Thisisasanecessarystepinthemodernisationof TerraFirmacorporatesystems. Additionally, newfunctionality may allowsomeofthese applications to be consolidated under one system. Anorganisational needhasbeencreatedfromtherecent failureof anetwork router in Terra Firma. @pdates and carefully consideredinvestments in T in innovative solutions are needed to align T goals to$)business. Anincidentsimilartotheonethatoccurredearlierthisyear,cannot be allowed to occur. ,hat are the 1eturns re>uired from the changeKSeveral tangible and intangible bene"ts are anticipated from the )F/ if it is putinto e(ect. These identi"ed bene"ts have been detailed below# Aconsolidatedaccesspointforall sta(regardlessoflocation. Thiswillresult in ease of access to Terra Firma systems for all sta(. Additionally,sta(workingo(sitewill beeasilyabletoaccessworkcritical systemsresulting in productivity gains. Sta( in contact with local and internationaloDceswill beabletoprovidethenecessaryinformationfor managersallowing them to assess situations and make informed decisions. The service will allow sta( to operate in a Bexible and access corporatesystems outside the oDce. t is anticipated that sta( morale andinvolvement will increase dueto employees being ableto contributeregardless of location. Additionally, should a sta( members personalsituation prevent them from accessing a local oDce alternativearrangements could be organised to allow a IworkAfromAhomeJ either froma personal computer or laptop. Anestimatedincreasein7et ncomeof 06,million7GMover 3years:based on )& calculations conducted in Table uired toperform work on the service. The identi"ed resource staDng re>uirements arelisted below# A pro+ect manager will be re>uired to manage transition activities A pro+ect sponsor will also be re>uired The 6 business analysts who completed this report Two teams of 8 technical sta( :5rogrammers, Software Engineers etc.; A $%&' Sub+ect 2atter Expert 1 Administrators and 6 support sta( as established in 6.0.8 for post pro+ectsupport/urrently, thesestaDngre>uirementswouldact asabaseline, asit islikelymorePless sta( will be needed over the duration of the transition. ,ho is 1esponsi!"e for the changeK There are severalparties responsible for various aspects of the change. Thesehave been listed below# 5ro+ect 2anager# 2arvin Keats. As the trigger for this )F/, 2arvin Keatswould be responsible for the overseeing the transition and development ofthe service. 5ro+ectSponsor#Stephanie/lark. Astheseniorsta(memberfortheTdepartment, Stephanie would sponsor the pro+ect and provide reports tothe board of directors on progress. t would be her responsibility to ensure$+that ade>uate progress is made with the solution. $oardof 'irectorswouldberesponsibleforpro+ectoversight, releasingfunding to Stephanie /lark when milestones are met The business analyst team who completed the report would help devisethe execution of the pro+ect, assist with planning and monitoring activitiesandsupporttechnical sta(withdetaileddesignspeci"cations. twouldalsobethisteam!sresponsibilitytoproduceanade>uategovernanceframework for $%&', ensuring that fairAuse is established andcommunicatedtoinvolvedpartieswithinTerraFirma. $oththeanalystteamand technical sta(would be responsible for creating user andsupport sta( manuals. The two teams of technical sta( would perform two di(erent functions.o Team0wouldperformthenecessary updates to coresystemswithin Terra Firma :/alendar functionality, 5ro+ect 2anagementSystems etc.;, ensuring that core corporate applications would beready for $%&' use. o Team 1 would provide $%&' speci"c functionality. $ackAendinfrastructure including hardware would need to be sourced,implementedandtestedtoensureuserscanaccessTerraFirmanetworks easily. o $oth teams would then be consolidated at the end of thedevelopment cycle and provide development support for up to 01months. o $oth teams would also be responsible for liaising with the businessanalysis team to produce userPsupport manualso Technical team would be responsible for handover to /apacity 5lansta( $%&' S2E would be responsible for providing both analysts and technicalsta( with information regarding $%&' systems and their construction.The listed responsibilities are an accurate representation of the scope of eachindividual pro+ect unit within the $%&' services transition. Each party will likelyhaveseveral changes for their responsibilities onceactivities areunderway.These would be administered with structured meetings ensuring that changes toindividual responsibilities and accounted for factored into progress reports. t willbeimportantthatall informationiscommunicatedupstreamtotheexecutivelevel, ensuring that ma+or changes are known. ,hat are the 1e"ationships with other changesKThe File Sharing System willhave a strong relationship with the $%&' service.$,79)D .ile SharingRouter .ailurePro6ect 1anagement Systems Synchroni:ation Read, 'rite and Delete%erra .irma core !usiness applications#rant access to other dept&Thisisduetothenatureof thechangeswithintheFileSharingservice. Filesharing, will provide a number of functional bene"ts to $%&'. Exhibit 6 shows,that access granted to employees for other departments! "les, will enable a read,writeanddeleteaccess, whichwill haveaBowone(ect to$%&'. TheFileSharing services will also have mobile phone elements, which will undoubtedlybe borrowed from functionality implemented in $%&'. Exhibit 6 /hange )elationship 'iagramFinally, the router failure has also been captured as a key relationship betweenthetwo services. Thishas been captured tohighlight thetriggerforboththeservices creation. t has also been captured as it illustrates Terra Firma!sresponse to the incident. 6.1.2 Transition "ann order to e(ect a successful transition, the anticipated timeline for the changehas been charted as well as the planning and monitoring activities that will needto be implemented. Cithout these activities, the success of the transition couldbe severely hampered. The below sections deal with the prevalent areas thatwill need to be administered for a successful transition,*ntici!ate+ ,imeline Theanticipatedthat 0year and8monthswill bere>uiredtocompletethepro+ect. )efer to Table 11 for the estimated timeline for the pro+ect. Tas* .uration Start dateA enddate %otesnitial Scoping 0 2onth 1-P8P1-04 A1-P,P1-04'e"ne the scope of thechanges and thee(ected components. /reation of 5ro+ect'ocumentation1 2onths 10P,P1-04 A10P=P1-04'e"ne in detail theexecution of pro+ectactivities over theS'9/.%-/reation of $%&'fairAuse policy1 2onths 10P,P1-04 A10P=P1-04'e"ne in detail therules governingemployeePexternal useof $%&' within TerraFirma. 5rogramming2obileFriendly /orporateApplications@p to 82onths10P=P1-04 A30P3P1-06Technical sta( willagreeuponandcreatemobile friendly versionsof core Terra Firmabusiness systems and5ro+ect 2anagementSystems. $%&' $ackAEndactivities6 2onths 10P=P1-04 A10P1P1-06/reation and sourcingof backAend hardwareand supporting software:databases, $%&'integration software;Testing 0 2onth 0P3P1-06 A0P4P1-06Test completedcomponents.@ser 2anuals 0 2onth0P-3P1-06 A0P-4P1-06/reate @ser 2anuals forsta( and support sta(Training andimplementation1 weeks 0P-4P1-06A06P-4P1-06'istribution andawareness e(orts. 5ost 5ro+ect Support 8 2onths 06P-6P1-06A06P00P1-06Auxiliary activities,supporting theimplemented product.Ensuring systemperforms to speci"edtargets. 5lanning and2onitoring7PA 7PA Cill occur over theduration of the pro+ectTable 11 Estimated Timelines A large amount of time has been allotted to programming and $%&' backAendactivities. This has been done to ensure that any and all complications can bedealtwithduringtheallottedtimeframe. f timeissaved, itwill beusedtoincrease the amount of training and implementation activities that are performedwithin the company. nitialscoping has been given a signi"cant time frame aswell, to ensure there is consensus among the various business areas about whichcorporate applications will be mobile accessible. n addition to this, a signi"cantportion of time has also been allocated to 5ost 5ro+ect Support. This has beendone to ensure that any issues that can occur with any mobilePdesktop &S!s canbe handled and monitored. Planning an+ Monitoring o- ,ransition *ctivities2arvinKeats wouldmanageandoverseethepro+ect teamassistinginthecreation of scoping documentation, pro+ect documentation :including $%&' fairAuse; andpost pro+ect support. ServicetransitionwouldalsobemanagedbyKeats and overseen by Stephanie /lark who would provide >uarterly reports tothe $oard throughout the entire process. The pro+ect would be monitored throughtriAweeklyAgileS/)@2stylemeetingswhereeachgroupfortheirrespective%'phaseswouldcommunicateanyissuesencountered. Foreachweek, meetingminutes would be taken which would comprise progress reports. For these progress reports a fortnightly meeting would be conducted between2arvin Keats, Stephanie /lark, $A team leads, the $%&' S2E and the technicalteam leadsdetailing theprogress ofthepro+ect.This would serveas inputto>uarterlyreportstotheboard. $asedonthese>uarterlyreportstheboardofdirectorswouldallocateresources. Thisreportingstructurewouldhelpensuremilestonesweremet. Thiswouldmitigateover spendingandensurethat anappropriate workAaround be in place should the solution run o( track.SeriousissueswouldresultinemergencymeetingsbetweenStephanie/lark,2arvin Keats and the employees working on the pro+ect. An appropriate plan ofaction would be generated to manage such an event. 2onitoring meetings wouldoccur dailyuntil theincident is resolved. Anoti"cationat thestart of theemergency and at the conclusion of it would be sent to the board. 6.1.3 1emediation "anShould a single piece of functionality or the entire service run into unexpecteddiDcultiesuponintroduction,anumberofremediationplanswouldcomeintoe(ect. /urrently, two possible scenarios have been identi"ed which could causethe change to fail# The totalsolution is incompatible with corporate systems and cannot beintroduced. A single piece of functionality is found to be incompatible and cannot beintroduced.Forbothscenarios, theapproachwill betoensurethatnoneof theprevioussystemsareoverwrittenwithoutappropriatestorageof backups. Additionally,legacy systems will be operated in a IcoldAstorageJ scenario, only coming onlineshould the service fail. Therefore, if when introduced a portion of the service orthecompleteservicefails, thea(ectedsystemswill beswitchedontotheiroriginal functions without $%&'. This remediation plan could also serve as the basis for some scenarios in disasterrecovery. f this scenario were to eventuate, the entire service would be broughtout of production and the issue traced. /orrespondence would be issued to thea(ected parties informing them of the event. Cith such a system,communication will be key to ensuring any problems are dealt with in a calm andorderly manner.6.1.& Con'guration #ase"ineAs detailed within Table 14 the produced service would have severalcon"guration baselines. n order to make a change to the entire $%&' system,the baseline for all applications supporting the $%&' service would need to beachieved. %$The baseline for the $%&'mobile systems service would include the "rstreleasedworkingversionof eachmobilecompliant application. For example,Field &Dce help desk service would have the "rst corporate wide release for amobile friendly version which would be the acceptable baseline for theapplication. 9ikewise, the physical systems, standards :most importantly standards governinguse of $%&'; and other supporting infrastructure for each application within theservice would also need to be achieved before a newbaseline could beestablished. t isexpected, that thiswouldbediDcult toachieve. Sothereforeaformalpro+ectwouldneedtobedraftedif ma+orfunctionalitychangesa(ectingthema+ority of the applications were desired. Additionally, some systems would beexempt due to working re>uirements. This would be assessed on a case by casebasis. CI 2 Con'guration Item %ameCon'guration #ase"ineT+pe Con'guration Item .escription0 Android &perating System SoftwareThe &S for the Android mobile phone4.4.3 KitKatA baseline would be established when#The next iteration for the &perating System isoDcally released by Foogle i.e. 4.4.3 A 4.4.4.1Cindows 5hone < &perating System SoftwareThe &S for the Cindows mobile phoneLersion uired resources are to be used by the new service :File Sharing;on successful implementation#Categor+ Software Iardware Con'gurationneededStorage A'atabase managementsystem.AS'cards tobeusedinmobile devicesServer hardware AAdditional diskspaceduetomorespace re>uired.A/on"gurations tobemadebytheTsta(.%etwor* 7etwork operatingsystems such as windows,, windows server 1--uired"lesharingfunctionality. TestingAfter the system is implemented, it is tested to ensure that it attains the re>uiredfunctionality. Training@sers should be trained to ensure that they are familiar with the operations ofthe "le sharing system. .ep"o+mentThis step involves availing the completed "le sharing system to users. S+stem documentationThisinvolveswritingdownall thestepsusedonthe"lesharingsystemfromplanning to deployment.%+ Time"ines=The below timeline will be used in the implementation of the above tasks.Tas* .uration Start dateA enddate%otes5lanning 0 month 1-P8P1-04A1-P,P1-04'etermining thetechni>ues to ensuresmooth transition'esigning of thenew system1 weeks 10P,P1-04A3Puired resources3 weeks 4Puantitative measurements that will show us how well the new service is delivered.'e"ne whatwill bemeasured.For our new "le sharing solution we want to collect general user feedback from power users :@sers who will use the new services more than 6 times daily;. Also we will measure >uantitative data like average download and upload speed.Chat can wemeasure&ur new "le sharing solution re>uires user authentication and is integrated into Terra Firma!s user authentication system. Ce will be able to >uery this data to get insights about who is using the service regularly. Ce will email a short survey to the top 0-. users to capture their feedback. Also we will be able to measure average download and upload speed with diagnostics software installed on the "leAsharing servers./ollect thedataCe will collect the user feedback with an automated software tool. The >uantitative data will be collected with an analytics system.5rocess thedata2ost of the user feedback data can be processed with automated rating tools. Free text user feedback will be processed and inserted into human readable "les :Cord document;, so it can be passed on to the >uali"ed personal. Quantities data will be processed in regards of validation anddata relevance with analytics software. Analyse thedata andinformation.@ser Feedback data will be analysed from >uali"ed sta( and evaluated. Quantitative data will be analysed with analytics software. 5resent anduse theinformation.The user feedback report together with the generated )eportfrom the analytics software will be presented to the Senior 2anagement. mplementimprovement5ossible faults of the service that have been identi"ed will beimplemented and integrated into the next rollout plan. Table 3- , Step 5lan for T Service improvementService Measurement for the new Fi"e Sharing service=As recommended in T9 several types of metrics :Technology, 5rocess and Service metrics; will be collected to support /S activities# 0.; Technology 2etrics Speed performance for 'ownload and @pload in Availability calculated over the year (- Security based on number of invalid authentication attempts Total uploaded data Total downloaded data Average 'ownloaded "le si*e Average @ser data Total @ser data 'ata collection by region and time1.; 5rocess 2etrics 7umber of re>uest for technology support :7umber of tickets; Average technology support response Quality of the service o(ered Lalue of the service /ompliance of the service /osts per user /ustomer feedback3.; Service 2etrics 5ercentage of ncidents )esolved by First 9evel Support 2ean Time to )epair :2TT); &verall Service Feedback 7umber of /omplaints8.2 9AStep "an for Improving IT Service ManagementStep .escription'e"ne whatshould bemeasuredCe want to evaluate our strategy as an T service provider to ensure that we meet our goals. Ce will also verify that we as an T Service provider understood the business needs of Terra Firma.'e"ne whatwill bemeasured.Ce will measure the )&, /ustomer satisfaction and how well we understood the business.Chat can wemeasureCe can measure how good our )& calculation was and also if the demand management was suDcient enough. Ce will also revisit our strategy generation and evaluating if we as an T service provider archived our goals./ollect thedataCe will collect >uantitative data through automated tools and gather feedback in meetings with the senior management team.5rocess thedataThe processing of the data is mostly done manually. Analyse thedata andinformation.@ser Feedback data will be analysed from >uali"ed sta( and evaluated. Quantitative data will be analysed with analytics software. 5resent anduse then a yearly meeting and report the results will be presentedto the senior management. Focus will be on what have ('information. been done and also what could be improved. mplementimprovement5ossible faults that have been identi"ed in T service management will be improved.Table 30 , Step 5lan for T Service improvement5.0 Summar+ of 'ndings and conc"usion5.1 Summar+ThisreporthasintroducedtwonewservicesforTerraFirma. The"rstserviceintroduced was the "le sharing service which aims to provide users theopportunity to share "les with other locations and to access these "les via mobiletechnology. The bene"t for Terra Firma is that it will make it easier to access dataof other locations making it easier to work. t will also support collaboration inthecompanyandallowthe)esearchand'evelopment department tohaveaccess to the data of the company!s manufacturing plants. The employees at the oDces would be the main users of this system. /hapter 6discussed the service design, for File Sharing it is important to meet there>uirements, foremost to make sure that the data is save and that theconnection is fast so data can be accessed easily. n chapter 8 the transition isdescribedit isimportant tohaveabackupsystemandtheimplementationshould be phased. Thesecondservicethatwasintroducedisthe$ring%our&wn'evice:$%&';service. This service will make it possible for management and employees to getaccess to the Terra Firma network with their own devices :smartphones, tabletsor laptops;. This ful"ls the need of management to work at any location as theyoftentravel andtheneedsof employeestoworkontheir owndevicesinaBexible working environment.There>uirements that areimportant for this serviceareasecureandfastconnectionandfast uploadanddownloadspeed. Thetransitiontothenewservice does have some risks and should be monitored carefully throughout thepro+ects lifecycle and also, while the service is in operation. ntroducing both services to Terra Firma would give an )& of close to 3-. andwould help Terra Firma upgrade their T services to modern state. n the report itis described how the service should be designed and how the transition shouldtake place using T9 v3, giving a good overview of the re>uirements that need tobemet andtherisks that occur whenimplementingthenewservices. Theimplementation would be successful if the preparation is done correctly.($5.2 Conc"usionThe aim of the report was to introduce new services for Terra Firma using the T9lifecycle and to describe how T9 could improve the T management inside TerraFirma. The current T situation of Terra Firma has a number of Baws, with highcostsandlowreturnoninvestment beingprincipal issues. TheToperationsinside Terra Firma were not streamlined and the enforcement of standards andimprovement activities were conducted on an adAhoc basis, ultimately leading tothe recent network crash. The crash was the catalyst for the reAassessment oftheTdepartment withinTerraFirma. Anumber of weaknesses havebeenidenti"edasaresult withthehighnumber of di(erent applicationsandlowstandard compliance rate a contributing issue to the failure. n order for TerraFirma to mitigate these issues, a redesign of several elements in the T landscapewas re>uired.Following the T9 lifecycle the "rst step was Service Strategy, where thepotential userandtheirbusinessneedsaredeterminedandservicestomeettheseneedsarespeci"ed. Thisstepisimportantforeverycompanybecausewhenthereis nostrategy thereis nodirectionleadingto duplicationandcommunication issues. An improved service strategy and service portfoliomanagement system would have prevented this.The second step, Service 'esign, is important for every company whenintroducing a new T service. A good Service 'esign where all re>uirements arespeci"ed makes for applications that ful"l customer needs and comply tocompany standards. n the case of Terra Firma this would be very important asuntil nowonlyafewapplicationscomplywiththeTstandards. 5lanningthetransitionis acritical phaseandT9 shows theactivities andprescribes anumber of guidelines necessary to manage a successful rollout. A large numberof compatibility issues could be averted through the formal adoption of such aprocess.TerraFirmaalsodoesnot haveanade>uateservicedesksolution. Thishasprevented the e(ective management of events, incidents and problems.ncluding a service desk within the companies TS2 process would help managethere>uestsfor changeintheTS2processandwouldhelpTerraFirmatounderstandtheissuesthat usershavewiththecurrentandnewTservices./ontinuous service improvement is also an incredibly important factor inimproving Terra Firma!s TS2 process. This can also be achieved by introducingthe , step plan proposed within this report. This plan would provide a base set ofprocesses which could be used to measure and analy*e the performance of TerraFirmas services.&verall T9 provides a suite of excellent guidelines on how to manage T servicesand T operations inside a company. This report clearly shows that T9 helps withstrategically introducing new services and assessing current performance of Twithin thecompany.$ystreamlining change process and utili*ingnew cuttingedge services, T within Terra Firma can achieve alignment, by furtheringbusiness goals.(%(&$ibliography/han, T. :1-04;. 77110 Technology 2anagement Ceek < 9ecture# Service Transition. )etrieved from Q@T $lackboard website# http#PPblackboard.>ut.edu.auPwebappsPportalPframeset.+spXtab[tab[group[idS[4[0HurlS.1Fwebapps.1Fblackboard.1Fexecute.1Fannouncement.3Fmethod.3'search.18context.3'course[entry.18course[id.3'[0001-3[0.18handle.3'announcements[entry.18mode.3'view2c5hee, '. :1--