ABSTRACT
In modern IT environments, effective service management is key to delivering the functionality, performance and security that end-users expect. This is particularly true in a defence and military context, characterised by different networks and systems, operations ranging from short range tactical to enterprise scale corporate environments, different classifications, and variable connectivity. In order to implement the 2020 Defence Transformation Strategy, Defence has identified the need for integrated IT service management, tooling etc. Getting the right framework is key to balance between ensuring Defence retains operational control, whilst maximising the use of outsourcing to benefit from commercial experience and expertise.
We will discuss IT service management approaches that are now available and being used by different organisations to solve this problem. The discussion will identify good practice that can be followed, and also lessons that can be learnt of what could be improved. This includes consideration of the standards and frameworks, data models and also architectural approaches to maximise interoperability and future flexibility
We will review the overall COTS product landscape, including recent developments in cloud and "as a service" delivery models, and examining how these could be leveraged by Defence, including how to work with some of the typical constraints such as security restrictions. Consideration of how these can be leveraged and implemented will also include discussion of opportunities for sovereign capabilities and Australian industry participation.
In conclusion, we will summarise the latest state of IT service management and applicability to the specific challenges of Defence.
BIOGRAPHY
Rajiv Shah has worked in the cyber, intelligence and security business for over 20 years. He is currently the Australian Country Director for Net Consulting, a company with expertise in optimising network performance and security in military and civilian environments.
He has held a broad range of senior leadership roles with major multinational companies, working with a range of defence, national security and commercial clients. Rajiv’s experience has spanned a broad range of business and technical domains, with roles that have included business analysis, technical architecture, program delivery, operational management, strategy, business transformation, client relationship management and more.
He has spent time working in the UK and the US, and since 2011 has been based in Canberra, Australia. Before joining the commercial world, Rajiv completed a PhD in quantum physics and retains a keen interest in mathematics and science.