collin county’s doing more with less how collin county’s itil framework has worked to do more...
TRANSCRIPT
Collin County’s Doing More with Less
How Collin County’s ITIL Framework has worked to do more with less.
Agenda
• Background – TAGITM 6/8/2008 – ITIL Presentation– Where we were
• The Process– Focus on individual areas defining the process
• The Results– Customer Satisfaction– Agility within IT
IT Delivery & Support Model
FinancialManagement
Budgeting Accounting Charging
Serv
ice
Del
iver
ySe
rvic
e Su
ppor
t
Service Level Management
Service Level Management
Availability Management
CapacityManagement
IT ServiceContinuity
Management
IT Service Delivery & Planning
Incident & Problem Lifecycle Management
IncidentManagement
Problem Management
Change Management
Configuration Management
ReleaseManagement
Infrastructure Change Management
Front Office Back Office
Support Process Model
ITSM Process Meta-Data Model
The Business, Customers,
Or UsersIncidents
Difficulties, Queries, etc.Updates, Workaround, etc.Service Desk
FunctionSystems
ManagementTools
Customer Survey
ReportsReleases
IncidentManagement
ProblemManagement
ChangeManagement
ReleaseManagement
ConfigurationManagement
Changes
Service ReportsIncidents StatsAudit Reports
Problem StatsTrend AnalysisProblem ReportsProblem ReviewsKnown ErrorsAudit Reports
Change ScheduleCAB MinutesChange StatsChange ReviewsAudit Reports
Release ScheduleRelease StatsRelease ReviewsSecure LibraryAudit Reports
CMDB ReportsCMDM StatsPolicy StandardsInput AssessmentsAudit Reports
Delivery Process Model
ITSM Process Meta-Data Model
The Business, Customers,
Or Users
ServiceLevel
Management
FinancialManagement
AvailabilityManagement
CapacityManagement
IT ServiceContinuity
Management
Financial PlanTypes & ModelsCost & ChargesReportsBudget & ForecastsAudit Reports
Availability PlanAMDBDesign CriteriaTargets/ThresholdsReportsAudit Reports
Capacity PlanCDBTargets/ThresholdsCapacity ReportsSchedulesAudit Reports
Continuity PlanRisk AnalysisControl CentersDR ContractsReportsAudit Reports
RequirementsTargets
Achievements
SystemsManagement
Tools
Alerts&
Exceptions
SLA, SLRs, OLAsService ReportsService CatalogSIPException ReportsAudit Reports
ITIL’s Maturity ModelLevel ITIL’s Maturity Model - Characterization
5Optimized
Process has strategic objectives that are institutionalized, self-contained improvements creating a pre-emptive capability.
4Managed
Process fully accepted in IT, with targets based on business goals. Proactive and integrated with other IT service management processes
3Defined
Documented process with process owner, but no formal recognition of its role in IT.Clearly defined and occasionally proactive
2Repeatable
Process activities are uncoordinated, without direction, focused on process effectiveness.Defined processes and procedures, largely reactive
1Initial
Little process management activity.Loosely defined processes and procedures, totally reactive, irregular unplanned activities
Source: ITIL: Planning to Implement Service Management (2002, p.187-190)
Collin County ITIL / ISO
PlanTransform RunBuild
Service Delivery Service Support
•Application Development and Maintenance•Problem Management•Database Administration•Data Warehouse•System Testing and Support •Internet / Intranet
•Service Desk•Level 1 and 2 Infrastructure Service Support•Network Support•Server Support•Desktop and Printer Support•Mid-Range Operations•Data Center Operations
•Project Management and Delivery•Change Management•IT Budget and Metrics•Demand Management
•Enterprise Architecture Services•IT Strategy and Planning•IT Quality Assurance•Application and Data Architecture Standards•Application Portfolio Management (CAP)•R&D Research•Business Continuity and Disaster Recovery•Audit Liaison•Enterprise Security Office
Process - Progress
• 2008– Day to Day Operations – Service Support– Transform Team – Focus on where we’re heading
• 2009– Infrastructure – Building the foundation– PMO Office Begins
• 2010– Enhance PMO with Business Analysis– Focus on Build / Applications Teams
09 Audit Results
Help Desk / Support, 24.1%
Applications Development,
24.1%Database
Administration, 3.4%
Network Management / Administration,
6.9%
Data Center Operations, 6.9%
Security Administration,
0.0%
Project Management /
Business Analysis, 10.3%
Other Non-Administrative IT Functions, 13.8%
Other Administrative
Activities, 10.3%
What is your primary area of responsibility? 29 Sept 09
09 Audit Results
0
20
40
60
80
Unplanned, unscheduled (urgent)activities (e.g., troubleshooting, servicedesk calls, investigating incident tickets,
unplanned maintenance)
Planned, scheduled activities (e.g., serveror software upgrades, new system
implementations, planned maintenance,network monitoring, disk management,
capacity planning)
What percentage of your time do you spend on following types of activities? 29 Sept 09
ON
TAR
GET
Matrix Management for PFPs – October 1, 2010 project managers wrote PFP objectives, matrix management extended past the EAS team into Security and PMO
Executive Summary
Organizational Change – Plan and Project teams moved to perspective areas – Complete October 1, 2010Initiate the Business Analyst Role – Began training in October 2010 – Customer Advocates ramped up business meetings.
Refocus on Project Management Office – October 1, 2010 simplified PMO, completed additional awareness meetings and enforced PMO process for projects.Plan alignment of goals to projects – October 2010 goals align with business goals at that time.Clearly define ITIL Processes – This was part of the PFP’s this year and divided among the management team to complete.
Application / Development Roadmap – in progress
Help Desk / Support, 5.6%
Applications Development,
27.8%
Database Administration,
0.0%
Network Management / Administration,
5.6%
Data Center Operations, 5.6%
Security Administration,
2.8%
Project Management /
Business Analysis, 16.7%
Other Non-Administrative IT Functions, 27.8%
Other Administrative Activities, 8.3%
What is your primary area of responsibility? 20 July 2010
2010 Audit Results
2010 Audit Results
0
20
40
60
80
Unplanned, unscheduled (urgent)activities (e.g., troubleshooting, servicedesk calls, investigating incident tickets,
unplanned maintenance)
Planned, scheduled activities (e.g., serveror software upgrades, new system
implementations, planned maintenance,network monitoring, disk management,
capacity planning)
What percentage of your time do you spend on following types of activities? 20 July 2010
The way it used to work showing a real rack diagram in the Collin County data center
Collin County Infrastructure
ResultsThe IBM Beacon award information is on the IBM website now. (http://www-01.ibm.com/software/success/cssdb.nsf/cs/DLAS-8CJMM3?OpenDocument&Site=corp&cty=en_us )
The award page is https://www-304.ibm.com/partnerworld/wps/servlet/ContentHandler/2010_beacon_winners_technical.html where our solution (submitted by Sirius) won in the Technical Excellence Category beating Runners up Virtech Solutions (Jordan) and Sogeti (France) as the best “Overall Technical” solution in the world! Not just Collin county, or Texas, or USA, but beat out all solutions from all countries in the world for technical excellence.