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Sample IT Supplement

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  • 1. IT Initiative Supplement March 13, 2008 I. Executive Summary Agency: Department of Administration Title: Systems Management Phase II Date last revised: April 1, 2008 Agency priority: 3 Enterprise priority: 4 EPP request name: NA Request number: 123 Description: Systems Management Phase II is the implementation of a configuration management database (CMDB) to track system component relationships. Business and Technical Problems Addressed: When ITSD is working on a system problem or component failure, the technical staff uses a wide variety of databases, spreadsheets, lists, and expert knowledge to assemble the picture of the relationships between servers, communication lines, databases, and other infrastructure components. Sometimes the data is incomplete; sometimes the data is outdated. Every minute spent assembling and analyzing the information is one more minute of downtime and customer dissatisfaction. When ITSD is planning o make a system change the same sources of information are used to identify the agencies and applications that will be impacted. Agencies must be notified. If the information is outdated or incomplete, not all affected agencies will be alerted or the wrong agencies will be alerted. This is another source of customer dissatisfaction. Project Purpose: SMP II is the second phase of a multi-year program of improving ITSD’s operational excellence. The long term goal is to make ITSD operations as efficient as the best in the IT industry. Agency, Administration, and Legislative views of ITSD efficiency and service delivery are heavily influenced by ITSD’s ability to deliver high availability and reliability in its systems. ITSD can only become the service provider of agency choice if its hosted systems and services deliver availability and reliability equivalent to the best in the industry. This project will implement a configuration management database (CMDB). The CMDB contains details on every system component and its relationships to all other system components. The CMDB enables ITSD to forecast the impact of all proposed system changes, swiftly diagnose the source of problems, and minimize the impacts of component failures. A CMDB is essential to preventing unnecessary outages and limiting the duration of outages. Agency IT Initiative Supplement 1
  • 2. Project Objectives: The long term goal is to make a ITSD operations a premier service provider and the first choice for agencies when designing new systems. Objectives include: a. Reduced duration time of application outages. b. Elimination of all outages due to ITSD staff mistakes. c. Higher level of agency customer satisfaction. Major measureable project objectives include: a. Zero unnecessary agency or application outages caused by ITSD mistakes in 2012. b. Durations of application outages due to system infrastructure failure reduced 50% by 2012. c. Agency customer satisfaction with ITSD response to infrastructure failure increases 10% by 2013. Technical Implementation Approach: Peregrine is the currently installed, ITIL certified, help-desk system. It has a CMDB module that ITSD has not purchased. The project plan calls for the purchase, installation and configuration of the Peregrine CMDB module. CMDB will be an Oracle database residing on a mid-tier server. There will be a web application for accessing the CMDB. The first phase will include gathering requirements, installing a new server, and installing the CMDB module. The second phase will include configuring the system and setting up reports. The third phase is training management and staff to use and maintain the system. The last phase is the acceptance period. The system will run for a 60 day period while problems are logged and resolved. The consultant is responsible for resolving all system defects prior to ITSD accepting the system. ITIL/Peregrine consultants will be used to:  interview ITSD staff and gather system requirements  design and configure the CMDB database  train ITSD technical staff on how to maintain and best utilize the database ITSD staff will be responsible for maintaining the CMDB after its installation. Consultants will not be used for routine system upgrades, applying maintenance, or routine configuration changes. Agency IT Initiative Supplement 2
  • 3. Expenditures and Funding Table A Expenditures and Funding FY10 FY11 FY12 FY13 Implementation costs $475,000 $260,000 funding source 01 general fund 02 state special revenue funding 03 Federal grants 07 agency funds $260,000 $260,000 fees other EPP $215,000 total $475,000 $260,000 Schedule and Milestones 1. Estimated start date: July1, 2010 2. Estimated end date: March 31, 2011 3. Major project milestones Table B Schedule milestone description date RFP issued August 1, 2010 Vendor contract signed October 1, 2010 ITIL Certification Training November 15, 2010 Software installation in test environment December 1, 2010 completion of Configuration Management February 10, 2011 database pilot period Start of acceptance test period March 1, 2011 Target Completion Date March 31, 2011 Agency IT Initiative Supplement 3
  • 4. II. Justification A. Primary Business Drivers 1. What are the primary drivers for this project/investment? a. Federal mandate _____ Specific law/regulation/section? ___________________ b. State mandate _____ Specific law/regulation/section? ___________________ c. Agency priority __X___ d. Process improvement __X___ 2. If there is a federal or state mandate listed above with a specific deadline, what is the mandated completion date for this project? Not applicable B. Benefits 1. What is the primary financial benefit derived from this project/investment? a. Increased revenue _____ b. Decreased operating expenses __X__ c. Cost avoidance _____ d. Increased fiscal accountability _____ e. No identifiable direct cost savings _____ 2. What are the primary process or service benefits derived from this project/investment? a. Reduced duration time of application outages. b. Elimination of all outages due to ITSD staff mistakes. c. Higher level of agency customer satisfaction. d. ITSD will have the ability to forecast the impact of proposed system changes. e. 3. List the specific quantifiable objectives of the project. a. Zero unnecessary agency or application outages caused by ITSD mistakes in 2012. b. Durations of application outages due to system infrastructure failure reduced 50% by 2012. c. Agency customer satisfaction with ITSD response to infrastructure failure increases 10% by 2013. d. e. C. Alternatives 1. What alternatives were evaluated? - Continue with the current ad hoc manual systems - Build a home-grown CMDB Agency IT Initiative Supplement 4
  • 5. - Purchase a stand-alone CMDB package 2. What are the estimated costs of the various alternatives over a 5 year period? - Continue with current ad hoc systems $50,000 annually ($250,000 in 5 years) - Build a home-grown CMDB $250,000 + $100,000 annually ($650,000 in 5 years) - Purchase stand-alone CMDB package $100,000 + $25,000 annually ($200K in 5 years) 3. Why was the preferred alternative selected over the other alternatives? The alternatives were attractive from a cost perspective, but they were unable to meet some of the fundamental system requirements.  Complete integration with the Peregrine help-desk system. None of the alternatives allowed help-desk support staff to link incidents with CMDB data.  ITSD does not have the necessary FTEs to build and maintain a home-grown system. The status quo alternative does not include the true costs of less system reliability and availability. A single one hour outage for 10,000 state staff could easily cost the state $250,0000 in lost productivity alone. D. Strategic Plan Alignment 1. How does the project support your agency business and agency IT plan? This project supports the following ITSD business objective: “Implement Service Management best practices to ensure Enterprise services are aligned with customer business requirements and are delivered with the needed reliability and quality.” 2. Is the project listed in the agency IT plan and entered into the MBARS IT Project Module? _yes_ 3. If the project directly supports the state IT strategic plan provide details. This project directly supports the state goal #2 (developing IT resources in an organized, deliberative and cost effective manner) and its objective #1 (implement best practices). Agency IT Initiative Supplement 5
  • 6. III. Implementation A. Project Scope 1. What best describes the project/investment’s scope within the State of Montana? a. Enterprise level affecting multiple agencies __X__ b. Has e-Government public interface component _____ c. Affects our entire agency _____ d. Impact crosses several divisions _____ e. Affects multiple business units ____ 2. What FTE staffing resources will be required for this project/investment? Count all agency staff (IT and non-IT) and contractors who spend over 25% of their time on the project. a. 4 or less _____ b. 5-8 _____ c. 9-12 __X__ d. 13-15 _____ e. 16 or more _____ 3. How many contracted FTE personnel will be required to implement the project? _3_ 4. Will the agency need to contract for a project manager? __yes___ If “no” describe the qualifications of the internal project manager. 5. What best describes the complexity of this project/investment? a. Only packaged software used (COTS) _____ b. Minor enhancements to a single application _____ c. Minor enhancement to multiple applications _____ d. Major enhancements to one or more applications __X__ e. replacement of existing application _____ f. new application, custom development _____ B. Technologies 1. Identify all technologies that may be used on this project. a. mainframe _____ b. mid tier __X__ c. imaging _____ d. web applications __X__ e. database __X__ f. GIS _____ g. network _____ h. desktop applications _____ C. Interdependencies 1. What statement best describes the interdependencies of this project/investment? a. State-wide enterprise level project __X__ Agency IT Initiative Supplement 6
  • 7. b. Related to projects in other agencies _____ c. Related to other projects within own agency _____ d. Not related to any other project _____ e. Other _____ 2. What other projects are directly related to this project? None. 3. What impact will delaying or not completing this project have on other related projects? None. D. Implementation Phases 1. Describe the phases of the project or major milestones during implementation. The first phase will include gathering requirements, installing a new server, and installing the CMDB module. The second phase will include configuring the system and setting up reports. The third phase is training management and staff to use and maintain the system. The last phase is the acceptance period. The system will run for a 60 day period while problems are logged and resolved. Table C Milestones milestone description date RFP issued August 1, 2010 Vendor contract signed October 1, 2010 ITIL Certification Training November 15, 2010 Software installation in test environment December 1, 2010 completion of Configuration Management February 10, 2011 database pilot period Start of acceptance test period March 1, 2011 Target Completion Date March 31, 2011 E. Procurement Plan 1. Describe the acquisition and procurement plans for the major system components. The project manager will be hired through the CEP/Master Contract process. The server will be purchased off the State Term Contract 12345-435. ITSD will produce a sole source justification for purchasing the Peregrine CMDB module and the installation and configuration work. Agency IT Initiative Supplement 7
  • 8. IV. Expenditures and Funding A. Implementation Costs 1. Estimated start date: July 1, 2010 2. Estimated completion date: March 31, 2011 Maintenance refers to hardware and software fees associated with repairs and defect correction. Contracts and Statements of Work for modifications and enhancements to application systems should be recorded under “contractors”. Table D Implementation Costs category FY08 FY09 FY10 FY11 FY12 FY13 Personal Services – $75,000 $55,000 IT staff Personal Services – non-IT staff contractors $75,000 $55,000 ITSD services hardware $25,000 software $100,000 telecommunications maintenance* project management $100,000 $70,000 IV&V contingency $75,000 $55,000 training $25,000 $25,000 other total $475,000 $260,000 * Usually $0 during the implementation cycle. 3. Describe how the cost estimates were developed (RFI, industry research, consultant estimate, etc.). Table E Funding Sources for Implementation category FY08 FY09 FY10 FY11 FY12 FY13 01 general fund 02 state special revenue funding 03 Federal grants 07 agency funds $260,000 $260,000 fees other EPP $215,000 total $475,000 $260,000 4. What are the “other” costs and funding sources? Not applicable Agency IT Initiative Supplement 8
  • 9. B. Operating Costs Upon Completion Maintenance refers to hardware and software fees associated with repairs and defect correction. Contracts and Statements of Work for modifications and enhancements to application systems should be recorded under “contractors”. Table F Operating Costs Upon Completion category FY10 FY11 FY12 FY13 FY14 FY15 Personal Services – $25,000 $25000 $25,000 $25000 IT staff Personal Services – non-IT staff Personal Service $25,000 $25,000 $25,000 $25,000 total contractors ITSD services hardware $25,000 software $35,000 telecommunications training other operating costs total $0 $0 $0 $60,000 $0 maintenance $15,000 $15,000 $15,000 $15,000 $15,000 total $15,000 $40,000 $40,000 $100,000 $40,000 Table G Funding for Operating Costs Upon Completion category FY10 FY11 FY12 FY13 FY14 FY15 01 general fund 02 state special revenue funding 03 Federal grants 07 agency funds $15,000 $40,000 $40,000 $100,000 $40,000 fees other total $15,000 $40,000 $40,000 $100,000 $40,000 1. What are the “other” costs and sources of funding? Agency IT Initiative Supplement 9
  • 10. V. Risk Assessment A. Current IT Infrastructure Risks 1. Current application 10+ years old? _yes____ Date of last major upgrade? October 1995 2. Current application is based on old technology? __yes___ If yes, what is the current hardware platform, operating system, and programming languages used to support the application? The current system has no configuration management database (CMDB). The information about the IT infrastructure of servers, lines, databases, applications, and agencies is scattered in a wide variety of locations and formats, usually Excel spreadsheets. 3. Is the agency not capable of maintaining the application with internal technical staff? _no___ If yes, who supports the application today? 4. Other IT infrastructure risks? __yes__ If yes, provide further detail. Much of the knowledge of the interrelationships of the system components is internal to the long-term staff. Many of the staff are eligible for retirement and the knowledge may exit with them. B. Current Business Risks 1. What are the risks to the state if the project is not adopted? Agencies will experience unnecessary application outages and elongated outages when ITSD is unable to quickly identify a component that has failed or the agencies and applications affected. An unnecessary outage of even a few hours can cost tens of thousands in lost state staff productivity. 2. Does the current application meet current business requirements? __no___ If “no”, what specific business functions does the application lack? ITSD has the responsibility to quickly alert agencies to outages and upcoming changes, yet has no ability to identify all the systems, applications, and agencies affected by a component failure or planned outage. Invariably some agencies are not notified or are notified late. C. Project Risk Assessment 1. Describe any major obstacles to successful implementation and discuss how those obstacles will be mitigated. Current culture: A CMDB is only useful if the information is completely accurate day by day. It cannot be updated monthly. This means that ITSD staff will have to update the CMDB each time Agency IT Initiative Supplement 10
  • 11. a change is made, server is installed, or piece of equipment is moved or connected differently. This is consistency is not part of the current culture. Management will have to be vigilant, check to see that changes have been recorded, and constantly remind technical staff of their responsibility. Staff may be redirected to more critical projects such as the ESSC or Summitnet upgrades. This will slow implementation and may jeopardize completion. Table H Project Risk Assessment Probability of Severity Description Occurrence Estimated Cost Mitigation Strategy (H/M/L) (%) Diligence to keep the H 95% $25,000 Management will have to be vigilant, CMDB database check to see that changes have been updated constantly. recorded, and constantly remind technical staff of their responsibility. Staff may be M 50% $100,000 redirected to more critical projects such as the ESSC or Summitnet upgrades Agency IT Initiative Supplement 11