Perhaps the first generation of managed services was ahead of its time. No more. Given the rapid maturation of cloud-hosted applications, more ubiquitous bandwidth, and the greater need to manage costs, more federal agencies are engaging with contractors for managed services.
According to Ben Gianni, vice president and chief technology officer for national security at General Dynamics Information Technology, the potential benefits of managed services include flexibility for the agency – flexibility in terms of staffing, transparency and predictability of expenditures. That’s because managed services are generally negotiated on a unit price that includes the labor and technology required to deliver the service. Agencies can scale up or down their levels of consumption depending on requirements at the time.
Flexibility also extends to the service levels required. For instance, Gianni explains, some situations might require a response to a trouble query within minutes. In other situations, within 24 hours might be adequate. But overall, he says, acquisition of managed services provides an opportunity to get better service and tailor it so the specific situation.
Sam Capone is GDIT’s service area director for managed services. He points out that managed services helps reduce the capital outlays agencies need for IT by converting them to operational expenses. At the same time it frees capital dollars for forward-looking, badly-needed modernization projects.
Capone notes that managed services extend beyond traditional IT functions such as device issuance and provisioning, or help desk.
“There’s a whole host of business process services that are enabled, and made more efficient and effective by IT, but they themselves aren’t IT,” Capone says. These include human resources, where large organizations are moving to the self-service model for employees. Also financial functions and facilities management.
Although acquisition and IT staffs must be part of the decision-making for managed services, Gianni says the program people actually responsible for the service should also be involved in the decision.
Ben Gianni is the Chief Technology Officer and vice president of Delivery for the National Security Division at General Dynamics Information Technology. In that capacity Ben is responsible for service and solution delivery for a significant portion of company activities within its Intelligence Community and Homeland Security customer base. This encompasses digital services for users including applications software development, building and migrating applications to the cloud, and all aspects of digital platform development and operations and maintenance for integrated digital services management and IT infrastructure management programs. Ben is also the Senior Executive for a key Eagle Alliance program.
Prior to the merge with General Dynamics and CSRA, Ben served as the Chief Technology Officer for the Intelligence Group at CSRA where he led the technology group responsible for providing solutions and services to the customer.
Previously, Ben led the Digital Services line of service for the North American Public Sector of CSC. In addition, Mr. Gianni led the Homeland Security & Law Enforcement Division Enterprise Operations business area and was responsible for new business capture and all operational aspects including technical, financial, client satisfaction, and task order operation.
Ben has authored technical papers and texts in the field of telecommunications technologies and best practices. He has more than 35 years of experience and has worked with industry associations to advance best practices in IT and their application to law enforcement and homeland security. He has a bachelor’s degree in industrial engineering from the University of Pittsburgh and a master’s degree in computer science from the Johns Hopkins University.
Sam Capone serves as General Dynamics Information Technology, Service Area Director of Managed Services where he leads the strategy, planning and execution of our managed services offerings. Sam has more than 25 years in the industry specializing in IT Managed Services, ITSM/ITIL, Citizen Engagement, Shared Services and Business Process Management. His experience working on government programs spans both defense and federal civilian agencies such as Department of Labor, Veterans Affairs, and Centers for Medicare and Medicaid services and the Department of Agriculture.
Prior to General Dynamics, Sam led the Intelligent Business Process Management Service Area at CSRA and led business process solutions at CSC. Previously, he has worked at Booz Allen Hamilton, BearingPoint and Verizon in the areas of consulting, contact center and citizen engagement.
Sam has a bachelor’s degree in Management Science from Kean University and a master’s degree in Technology Management from New Jersey Institute of Technology with certifications in project management from Virginia Tech and Human Resources Management from Old Dominion University.
Tom Temin has been the host of the Federal Drive since 2006. Tom has been reporting on and providing insight to technology markets for more than 30 years. Prior to joining Federal News Radio, Tom was a long-serving editor-in-chief of Government Computer News and Washington Technology magazines. Tom also contributes a regular column on government information technology.