Issue link: https://maltatoday.uberflip.com/i/1315450
maltatoday | SUNDAY • 6 DECEMBER 2020 13 COMMERCIAL pillar This led to the devising and ongoing maintenance of a common approach, irrespective of which technical arm is executing the work and thus contribut- ing towards silo elimination. MITA is 'equipped' with several prac- tices to ensure the services it delivers are creating value to Government. Some of these practices permit con- sistent, effective and efficient: • delivery of services according to agreed service levels (targets) with ongoing analysis of trends allow- ing rectification of deviations as early as possible; • controlled implementation of changes affecting the technical environment hence potentially impacting Government; • querying a single-source of infor- mation regarding asset configura- tion that forms any given service, allowing more expedite trouble- shooting and change-related deci- sion-making • direction with regards to handling of arising issues across the techni- cal landscape • requesting of additional pre- agreed services by the client from MITA through a single gateway For these and other practices, MITA is aware of the ever-changing context and is to this extent involved in an ongoing improvement effort. Modern principles such as automated approval for chang- es, configuration management for the cloud, automation of service requests (shifting left), and others, impinge the need to review existing approaches end- lessly. While there is no one-size-fits-all ap- proach and not all principles whether 'modern' or 'traditional' would be ap- plicable to any given organisation, the ongoing need to analyse, assess the con- text, determine the necessary improve- ment and implement, yields infinite benefit. This is the intention of the public enti- ty vested with responsibility to provide ICT infrastructure, systems and servic- es to Government. Through the contribution of various collaborative groups internal and ex- ternal to the Agency, the service man- agement element through the Service Management Department continues to evolve and progress in support of the entire organization thus contributing towards continuously improved deliv- ery of value to the Government of Mal- ta. Without overlapping into the tech- nical context, the maintaining of such practices continues to converge the technical arms into a congruent ap- proach for supporting the business.