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www.vita.virginia.gov

Tuesday October 25, 2005

Service Management Organization

Overview

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Introduction

• VITA is pleased to announce the implementation of a Service Management Organization - known as an “SMO”. As communicated in our Employee Dialogue meetings, this is an important step in the continued transformation of VITA and will enable us to continue focusing on improving infrastructure service delivery.

• This presentation is designed to provide you with an overview of the SMO and address questions you may have on what an SMO is and its current status as a separate distinct directorate within VITA.

• SMO senior roles will be posted on October 26, 2005 and the remaining SMO roles will be posted during the week of October 31, 2005.

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What is a Service Management Organization?

• A Service Management Organization (SMO) manages the infrastructure services delivered – regardless of whether these services are delivered in-house or by a PPEA Infrastructure Partner.

• The SMO is the single point of accountability within VITA for the effective management and improvement of infrastructure services.

• The SMO will draw on other VITA Directorates to support their work, for example Finance and Supply Chain Management.

• Within the context of a PPEA Infrastructure partnership, the SMO will also ensure that the Infrastructure Partner provides the services they committed to and that VITA also meets its contractual obligations.

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Why do we need a Service Management Organization?

The SMO will:

• Ensure infrastructure services deliver an appropriate level of performance to VITA’s customers;

• Engage customers via the existing Customer Relationship Managers in place today and support the interactions between infrastructure services and customers;

• Provide visibility of how the performance of IT infrastructure services has improved and its ‘value for money’.

Within the context of a PPEA Infrastructure Partnership, the SMO will also

• Establish a single point of accountability for managing a PPEA infrastructure contractual agreement and local points for service delivery concerns;

• Define clear accountabilities and responsibilities between VITA and the Infrastructure Partner for service delivery;

• Proactively manage the realization of benefits from the partnership.

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SMO structural overview

Sr. Commercial Manager

TBD

Sr. Service Delivery Manager

TBD

Strategy & Architecture Coordinator

TBD

Sr. Agency Performance

ManagerTBD

Sr. Transition & Transformation

ManagerTBD

Service Management Organization Director

TBD

ITIL Process Mgmt & Quality Assurance Lead

TBD

Contract Manager(1 FTE)

Service Delivery Managers(8 FTEs)

•Internal Apps•Messaging Services•Mainframe & Servers

•Data, Voice, Video Network

•Help Desk•Desktop Computing•Security & DR•Telecom

Agency Performance

Managers(6 FTE min)

1 per Secretariat)

To be definedDedicated

Transition & Transformation

Project Managers

ITIL Process Managers

(~ 2-3 FTE min)

Finance Manager(1 FTE)

To be defined Dedicated Finance &

SCM Support

To be defined Dedicated Strategy &

Architecture Support

Permanent full-time roles within the SMORoles to be defined and matrixed from other Directorates to support the SMO

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High level summary of SMO key functions

Commercial Management

Service Delivery Management

Strategy & Architecture Coordination

AgencyPerformance Management

Transition & Transformation

Management

Service Management Organization

Director

Partner Contract Mgmt

– Commercial strategy & Education

– Contract policies & procedures

– Contract administration & changes

– New service negotiations

Partner Financial Mgmt

– Invoice reconciliation

– Service credit mgmt

– Budgeting / Forecasting

– Charge back

– Labor forecasting

– Financial reporting

– Funding/ Request for Service

– Benefits realization

Day-to-day interface with infrastructure services

Service Mgmt oversight by Technical Towers

Technical tower based forecasting & capacity planning oversight

IT escalation & facilitation of resolution of delivery issues

Implementation of SMO directorate

Mgmt of Transition to a Partner - e.g. planning, risk mgmt, logistics, internal VITA coordination of activities e.g. with, HR, CRM, Communications

Oversight, coordination & mgmt of Transformation with a Partner - e.g. service delivery improvement projects

ITIL Process development & mgmt - Business & Operational

Process quality assurance and service improvement

Coordination with VITA’s SMS directorate and the Partner on Architecture, technology & Innovation

Ensure the integrity of IT infrastructure strategy, technology architecture and standards

Coordinate and provide technical expertise and assurance for Agencies and projects with infrastructure elements

• Leadership of service management team• Oversight of service management arrangements• Escalation point for resolution of issues• Champion service management and improvements

Work closely with the Customer Relationship Managers and are split across the Secretariats

Service level performance mgmt & reporting

Facilitate service improvement plans

Agency project based infrastructure forecasting and capacity planning oversight

Line management of Managed Employees

– Internal Applications– Messaging Services– Mainframe &

Servers– Data, Voice & Video

Network– Help Desk– Desktop Computing– Security & Disaster

Recovery– Telecommunications

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SMO roles to be posted on October 26

Working Job Title Role Title Position Number

SMO Director IT Manager III 00480

Senior Commercial Manager IT Specialist IV 00481

Senior Service Delivery Manager IT Specialist IV 00485

Senior Agency Performance Manager

IT Specialist IV 00484

Strategy & Architecture Coordinator IT Specialist IV 00483

Senior Transition & Transformation Manager

IT Specialist IV 00482

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Any questions?

• To see individual position descriptions and details about submitting an application, please go to: http://www.vita.virginia.gov/jobs/jobs.cfm

• If you have any additional questions on the Service Management Organization, please send these to: VITACOMMS@vita.virginia.gov