Commonwealth of MA - ITIL Implementation

Government Technology

CTO Conference March 20, 2006

Bethann Pepoli, Deputy CIO

Agenda

Problem Statement Vision How we got started Success Criteria Timeline Next Steps Lessons Learned Questions?

Problem Statement

Current State Technology silos No ability to commit to service levels Inconsistent processes and handoffs High cost of delivering services Inability to measure success

VisionITIL

SERVICE DELIVERY and SERVICE SUPPORT

ProcessServiceDelivery

Life CycleRollout

ProcessSystematicProblem Solving

Process Initiatives

Pre-ImplementationDesign, Funding, PlanValidation

Pre-ImplementationProduction ReadinessRisk Assessment

ProjectApprovalRequests

ExecutiveCommittee

Review

Prioritization and

Approval

<Fun

ctio

n>

Service Level Agreement

(SLA)

Iterative Designs: Conceptual Functional Logical Physical

HP OVdata

CH data

Quotes

Change

RequestsChargebackService Request

Asset Mgt

CUSTOMER OUTREACH GROUP

(COM)

INFRASTRUCTURE PLANNING GROUP (IPG)

orENTERPRISE APPLICATION

GROUP(ASG)

TECHNOLOGY FINANCE GROUP

(TFG)

OPERATIONALSERVICES

(OS)

CHANGE MANAGEMENT

CUSTOMER OUTREACH GROUP(COG)

IPG IPG

Ops

ESSNetwork/Security

IPGCOM COM

Legal Exec

COM

CH

Asset Mgmt

ASG

Network/Security

ESSTAC

Ops

OSG

TFG CH

Business Process Questionnaire

System Design BAR Punch List Change ControlService Level

Agreement

E2E SERVICE EXCELLENCE – SERVICE DELIVERY LIFECYCLE

Contracts

Change

RequestsQuotes

ESS ES

Supply Requests

PHASE

OWNER

CONTRIBUTOR

ARTIFACTS

SUPPORTINGDOCUMENTS

ASG CH

CUSTOMER OUTREACH GROUP OWNS ALL COMMUNICATION WITH THE CUSTOMER

APPROVALONGOING SUPPORT

IMPLEMENTATIONPRODUCTION

TURNOVER

CUSTOMERENGAGEMENT

(REQUIREMENTS)DESIGN

ASG

ASG

ASG

Quality Management – Project Review Boards

Vision

Translation… People – pro-active, collaborative, highly skilled Process – consistent, meaningful Technology – single entry point for customers,

integrated solution

People

Technology Process

How we got started

Decided on a framework Executive buy-in Identified Funding Source Capability Assessment Roadmap Associate to other business initiatives; E2E Ensure Success Criteria - Key Performance

Indicators (KPIs)

Success Criteria

Developed as documentation complete Incident KPIs

% Increase in the Incidents Resolved by First Line % Increase in the Incidents Fixed Before Users Notice

Problem KPIs % Reduction of the Time to Diagnose Problems % Reduction in Repeat Incidents/Problems

Change and Configuration KPIs In development

Timeline 2004

Executive Buy-in ITSM Capability Assessment

2005 Roadmap Development ITIL Foundations Training – 40 managers Incident and Problem Management Documentation

2006 Change and Configuration Management Documentation Incident Management Training – 30 Analysts Problem and Change management Training – 50 staff Formalize Program Office Continuity, Availability, and Capacity Management Documentation Foundations Training – 30 managers

Next Steps

Complete Service Level, Financial, and Release Management Documentation

Create and Monitor KPIs; modify processes as needed

Continue Education Utilize ITIL success as differentiator with

customers

Lessons Learned

Create Program Office First Create awareness program for employees

with context Differentiate Policy from tool service delivery

early More Business Process Training

Q&A