GETS Transformation Kick Off

April 21, 2010

1-877-GTA-3233Consolidated Service Desk

1-877-opinGTAYour Opinion Counts

2

Transition

• Transfer of services to IBM and ATT• Achieve operational steady state

3

Transition

• Keys to Success

• Service Delivery Organization

• Accomplishments

• Customer Experience

• Continuous Improvement

4

Keys To Success

• GTA was rebuilt, creating the Service Management Organization

• Agency participation from the very beginning

• Communication and collaboration with agencies remain a priority

• Agencies, service providers and GTA interact regularly

• Governance structure ensures agency involvement

5

Service Management Organization

Purpose To provide a disciplined approach in managing

the external service providers

To advance the maturity of the State with regards to using external service providers

To ensure the providers deliver to the contract

Provide a uniform escalation point for service provider relationship and delivery issues

6

• A vital part of GTA’s Service Management Organization

• Main focal point for communication with agencies, GTA and service providers

• Customer advocate

• Manages, monitors and measures:▪ Service Level Agreements

▪ Operational metrics

▪ Customer satisfaction

• Escalation path for driving issues to closure

• Continuously improving day-to-day operations

• Forecasting and demand management

Service Delivery Organization

7

Ensuring IBM and AT&T service delivery teams are aligned with and meeting agency business needs

Service Delivery Organization

8

Accomplishments

• Together with your active participation and support, we have successfully transitioned services to IBM and AT&T

• Working as a team, we have made significant progress at the enterprise level

9

August • Change Management Training • Initial MNS SLA Performance Reports available• Online Service Request Deployment via Maximo• Server and Storage Consolidation Planning • Inventory Completion• Pilot Proactive Server Monitoring• Server Tools Schedule Development and Pilot • Service Catalog Improvements

April• EUC Service Catalog Implemented• GETS Portal Activated• Personnel Transitioned• Initiated BAU Unless Strategy• Solution Request Process Introduced• Baseline Customer Satisfaction Survey• Invoices Available Online

May• Service Desk - Regional Operation Center Support• Network Mgmt Moved to Raleigh• Voice/Data Service Catalog Implemented

June• Point of Service Surveys (Service Desk)• Service Catalog “go live” (ordering) • EUC Services Transformation • Asset Inventory• GETS Print Shop Move• Command Center• Services Management Manual

September• Deployment of Server Up/Down Monitoring Tool• Completion of ISeC Standards Document• Increased Security for Check Processing – CPIM• SOC Management of Firewalls• Continuation of DAD• Implementation of Mainframe SW Inventory –TLMz• True-up Completion

July• Asset Refresh Planning Continues, Pilots Begin• Server and Storage Consolidation Design• Draft Disaster Recovery Plans• Point of Service Surveys (Results)• Initial MNS Management Reports Available• DDM Functional Enhancements• Print Stock Management Automation With WASP

Begin Stand-up of Steady State Processes

Process/Tool Maturation

October December 2009• Deployment of Server Tools Six Pack Commences• Deployment of HIDS• Implementation of EUC Inventory Capability • EUC Refresh – Solution Requests/Business Critical Needs• DDM Patch Management Solution Deployment• DDM Security Center Deployment• Migration of Active Directory from Boulder to NADC Servers• Chargeback to Actuals• Implementation of Unisys and AS/400 SW Inventory Capability• Disaster Recovery Plan Submission• Revision of Server and Storage Consolidation Wave Strategy• SLA Validation Period• NADC LAN Implementation• SCON Application Deep Dives• Unisys Migration Infrastructure Deployed• Unisys Migration Conversion and System Test • Conduct Agency Interviews for Technology Plan• Storage Assessment Summary Completed• Server Backup Assessment Completed• Completion of CA IBM Migrations• Service Request ebond Deployed Between IBM and AT&T• Developed Enterprise Malware Design• Complete SMO Baseline Survey• Complete Design of DOR Print Consolidation Solution• Inventory of All User IDs (CBN)• Migration of Mainframe Storage to DS8300

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

IBM Commencement

AT&T Commencement

Consolidated Service Desk “go live” Server Tools Deployment

GETS Print Shop Move

GETS Milestones 2009

10

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

2010

Disaster Recovery T1 Testing

GETS Tools Implementations• SRM – Performance and Capacity Mgmt• Tivoli ITM – Threshold Monitoring• Tivoli TCM – Server Inventory• RA – Secure Remote Control• Parity – Problem Diagnostics• Fusion – Health Checking Management• TADDM – Configuration Management• SMBDI – Up and Down Monitoring• AlarmPoint/One View – Automated Incident Management Communication• DDM Suite -DDE - encryption -Security Center -Patch Management -Remote Control -EUC Inventory• WASP – Print Stock Inventory• CPIM – Check Management• Solimar – Print Management • TLMz – Mainframe Inventory• HIDS – Host Intrusion Protection• NIPS – Network Intrusion Prevention

October December 2010• Server Consolidation Activity• Storage Consolidation Activity• Service Catalog Updates• eMail Migrations Continue• AD Migrations Continue• Disaster Recovery T0 Testing • Network based firewall Continues• DNS/DHCP Continues• SSL VPN Continues• Private Internet Protect Continues• LAN/WAN Refresh Continues• Radius Continues• IPSec Continues

July September• New Disaster Recovery Configurations • Server Consolidation Activity• Storage Consolidation Activity• Service Catalog Updates• eMail Migrations Continue• AD Migrations Continue• Disaster Recovery T1 Testing• Network Based Firewall Continues• DNS/DHCP Continues• SSL VPN Continues• Private Internet Protect Continues• LAN/WAN Refresh Continues• Radius Begins• IPSec Begins April June

• eMail Migration Begins• AD Migrations Continue• Server Consolidation Activity• Storage Consolidation Activity• Service Catalog Updates• Tool Deployments Completion• Internet Migration Completes• Network Based Firewall Continues• LAN/WAN Refresh Begins• SSL VPN Begins• Private Internet Protect Begins• DNS/DHCP Begins• Token Identification Refresh

Tools Deployment Completion

New Disaster Recovery ConfigurationsHigh Consolidation Period

January March • SLA Action Plans • Server Consolidation Activity• Storage Consolidation Activity• Service Catalog Updates• Disaster Recovery Plan Refinement• Core Storage Area Network Build Out• Core Active Directory Build Out• eMail Infrastructure Deployment • Data Migration to New Active Directory• Internet Migration Begins• Network Based Firewall Begins

Strategic Technology PlanApplication Remediation Begins

Active Directory Migration Begins

eMail Migration Begins

LAN/WAN Refresh Begins

Continuous Improvement

GETS Milestones

11

Customer Experience

12

0

500

1000

1500

2000

2500

May June July Aug Sep Oct Nov Dec Jan Feb **Mar

1460

2171

2116

2077

1775

1677

1528

1605

1779

1379

1418

1383

1711

1681

1688

1394

1324

1265

1343

1466

1093

1075

1249

2044

2001

1977

1711

1566

1426

1484 1663

1251

1285

76

88

68 103

100

118

99

Opened

Auto-Detect

Closed

Canceled

% Auto Detect 97.2 78.81 79.44 81.27 78.54 78.95 82.79 83.68 82.41 79.26 75.81

AT&T Data Ticket Volumes

• 76% of data tickets are auto-detected

13

AT&T Order Volume

14

The Customer Experience

• Operational issues and gaps exist in day-to-day delivery of services

• As a result, we have begun an initiative to close these gaps and improve the overall customer experience▪ Agency-by-agency

▪ “Blocking and tackling” – What’s working and not working at the operational level

• Our goal is to:▪ Improve the overall customer experience

▪ Ensure agencies’ day-to-day needs are met

• Our focus is on managing, monitoring and measuring

15

Improving Service Delivery

• We restructured weekly customer meetings to ensure that we properly set and meet agency expectations

▪ Workbooks include operational metrics and outstanding service requests

▪ Demonstrate how we are driving issues to closure

• We improved the use of management tools and reports to reduce backlogs and outstanding incidents

• Action plans have been developed to address:▪ Requests for Solution (RFS’s)

▪ Installations, moves, adds and changes (IMAC’s)

▪ EUC (end user computing) service requests and orders

16

Improving Requests for Solution

• 14% decrease in volume for Requirements Gathering stage in March 2010

• 45% reduction in Requirements Gathering through Proposal stages – from 67 days to 37

• RFSs completing each stage increased in March 2010 compared to October 2009▪ Requirements Gathering up 113%

▪ Solution Design up 63%

▪ Proposal Development up 83%

▪ GTA Review and Approval up 37%

17

• Reduced aged tickets >10 days by 70%

• Reduced total IMAC count by 57%

• Reduced hardware order backlog by 95%

EUC IMAC Age Distribution

18

Reduced ticket count for >10 days by 67%

EUC Break/Fix Age Distribution

19

Non-EUC Incidents

20

Reduced total incident count by 70%

IBM Firewall Incident Detail

21

• Increased Open IMAC count by 100%

• Closed IMAC count increased by 33%

IBM Firewall IMAC Detail

22

Pre-Transformation Strategy

We are addressing systemic and chronic issues that can’t wait for transformation

23

Currency Program / Quick Hits

• Natural Resources: BES environment, 8 lodge servers

• Public Health: 1 GroupWise server, 2 application servers

• Corrections: Training center

• GBI: 3 servers

• Juvenile Justice: 1 back-up server

24

Dell Desktop Manager

Dell Desktop Manager (DDM) is one of many tools helping us provide continuous improvement in our

service delivery model

25

Dell Desktop Manager

• State’s first enterprise approach to managing end user computers▪ Asset management

▪ Software distribution, including anti-virus and laptop encryption

▪ System patches

▪ Technician access from a remote location

• Deployed on almost 33,000 desktops and laptops in full-service GETS agencies

26

Robust Asset Management

26

27

Policy-based Patch Management

28

DDM Deployment Status as of 4/9/2010  

AgencyAgent Install Agent Install Agent Install Patch Mgmt Install Anti Malware Mgmt

Install Data Encryption 

26-Mar 5-Apr 9-Apr 9-Apr 9-Apr 9-Apr  DCH 477 477 503 500 498 0  DDS 1116 1149 1239 1168 1183 2  DHS 13642 13693 13769 12708 12832 46  DJJ 2765 2746 2749 2673 2672 23  DNR 1849 1851 1850 1787 1800 0  DOAS 239 239 239 224 231 8  DOR 1632 1634 1639 1599 1604 19  GBI 1652 1694 1697 1590 1586 12  GDC 5877 5891 5900 5459 5649 3  GTA 642 650 651 607 619 18  OPB 106 101 101 92 93 5  

DBHDD 2230 2279 2285 2270 2267 0  DCH-PH 0 0 0 0 0 0  GAA 0 0 0 4 4 0  GOV 104 104 104 104 104 0  SAO 173 174 173 165 166 4  

Totals 32504 32682 32899 30950 31308 140   

EUC DDM Statistics

29

Transformation

Unlocking the value of the IBM / ATT partnership

30

31

Our IT Environment

• 34,885 users

• 47,000 e-mail accounts

• 9 separate Microsoft Exchange 2003 environments

• 3 Novell GroupWise environments

• 27,200 desktop computers

• 7,500 laptop computers

• 2,500 servers

• 101,589 basic voice ports

• 17,685 premium voice ports

• 12,000 SSL VPN users

• 1,800 managed routers

• 1,300 managed switches

• 12,600 Service Desk tickets per month

• 1,558 IMACs per month