The institution puts into practice the ICT operations to implement international agreements complying with the corresponding SLAs. This is carried out in the context of the institution’s ICT operations, starting with an evaluation of the implications and requirements generated by the systems implementing international agreements.
Guideline code
ICT_09200
Mechanism
Mechanism
- The ICT unit should analyse the implications and requirements of operating ICT systems that implement international agreements. Some aspects to take into account are:
- Interaction with external entities, involving interaction with staff and systems of other institutions;
- The possibility of 24-hour operations, given the time differences between the countries involved.
- The ICT unit should carry out the ICT operations of international agreements as part of the institution’s ICT operations management and service delivery activities. This also includes managing technical support, service desk and request fulfilment, and managing events, incidents and problems.
- Given the interorganizational implications, dedicated ICT staff may be appointed to interact with the international liaison agency and with similar staff in the other institutions.
- The ICT unit should permanently provide information on the SLA internally and to the RTT, establishing an alarm policy to manage any exceptional case that may arise.
Structure
Structure
- The management should commission the ICT unit to set up and manage the ICT operations of social security agreements as part of the institution’s operational processes. This includes analysis and assessment of the economic and technical implications as well as implications related to human resources.
- The management, based on the assessment of the ICT unit, should define roles and responsibilities involving the operation of the ICT systems implementing international agreements.
- The ICT operations practices implemented should follow the institutional ICT management and operations processes, as well as those of Section A.4, ICT Service Delivery, and underlying international practices such as ITIL.
Title HTML
Guideline 69. Setting up and managing the ICT operations for international social security agreements
Type
Guideline_1
Weight
95