IRS strives toward ITIL/ITSM model

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Join the Internal Revenue Service and learn best practices for successfully implementing HP Service Manager and Asset Manager in the public sector. You’ll hear about ways to influence silo …

Join the Internal Revenue Service and learn best practices for successfully implementing HP Service Manager and Asset Manager in the public sector. You’ll hear about ways to influence silo organizations so that the service to customers is not impacted, ways to leverage existing infrastructure while improving visibility of information to support a service-driven organization; and practical steps to take in a Service Manager and Asset Manager implementation when budgets are tight.

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  • 1. IRS strives toward ITIL/ITSM model Madelyn Walker KISAM Project Manager, Internal Revenue Service ©2010 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
  • 2. Background  The IRS made the decision to focus KISAM on upgrading the ITAMS application, specifically in the IT Asset Management and Incident Management/Service Desk Functions  During development of the IRS process maturity plan, senior MITS management placed a high-priority on these process areas as a result of TIGTA audits, High Priority Initiatives, and other CIO Critical Initiatives.  Upon conclusion of the Gartner process maturity assessment in June 2008, it was recommended that IT SDM project focus on:  Service Desk and Incident Management  Configuration Management and IT Asset Management  Change Management and Problem Management What are we doing?  Replacing ITAMS  Service Manager 7.x replaces Service Center 5.1  Asset Center 5.x replaces Asset Center 4.4  Establish an ITSM infrastructure – build the “roads to drive on”  Why?  Current products are nearing end of life and are not compatible with Enterprise Architecture standards  Heavily customized implementation difficult to maintain. Ability to react to change requests is hindered.  Targeted tools offer out of the box IT Infrastructure Library (ITIL) support in line with IRS’ drive to implement ITIL best practices 1
  • 3. KISAM Release 1 and 1a • Deploy HP Asset Management (AM) module (Release 1 – October 2010) • Deploy HP Service Management (SM) module (Release 1a – January 2011) • Second and Third ITIL-based modules planned for production from the Business Technology Optimization (BTO) roadmap • HP AM and SM are highly configurable to build any type of form the customer requires • Implement a functional CMDB for visibility by SM with limited Asset information • Leverage AM and SM data exchange • Provide an Enterprise Knowledge Management Solution • Designed to produce data driven reports • Backbone infrastructure in-place to interface with other ITSM initiatives (e.g. – Additional BTO Suite integrations PPM, HPNA, Release Management). 2
  • 4. KISAM Will: • Upgrade IT Asset Management System (ITAMS) • Implement the HP Asset and Service Management modules into the IRS infrastructure • Automate key workflows for registering and tracking requests for IT services and products • Automate key workflows for registering and tracking incidents and service outages • Improve transactional, summary and executive reporting • Improve the ability to produce metrics for assessing and monitoring service and asset requests and asset inventory 3
  • 5. 4
  • 6. Applications Incorporated into KISAM • WeOS (Wireless Equipment Cell Phones and Pagers) – Service Requests and Inventory Functions will be incorporated into KISAM • CCOS (Calling Card Ordering System) – Service Requests and Inventory Functions will be incorporated into KISAM • Employee Equipment Profile Database – Application Planned for Sunset after KISAM deployment functionality is incorporated • Software & Hardware Maintenance – Targeted EOps SW Licenses and HW Maintenance Contracts • Software License - Targeted EUES and EOps SW Licenses; KISAM is the authoritative source for the SW License Entitlement (e.g. Number of Licenses) • Application Program Registry (APR) – Migrating the IRS developed software from ITAMS ServiceCenter to KISAM Asset Manager • Server Database – Asset and Inventory Management functionality will be placed in KISAM Asset Manager, ESDB will remain until full functionality can be incorporated into KISAM and TRaCIT. 5
  • 7. KISAM Is Not a: • Change request tracking system • Work request management system • Release management system • Configuration management system • Portfolio management system However, components of each of these activities will be leveraged by KISAM. 6
  • 8. KISAM Functionality • Management of Batch assets will be leveraged in the initial release • Equipment profiles and entitlements will be managed in Asset Manager • GSS (General Security Schedule) for FISMA reporting will be identified in Asset Manager • Leverage the Asset Manager Model Information with the Service Manager Catalog Selections • Improved management surrounding the Equipment refreshment activities • Service Level Agreements will be utilized to improve targets and identify areas of improvement 7
  • 9. High Level KISAM Context Diagram 8
  • 10. Sample – Employee Self Service (formerly known as GetServices) 9
  • 11. Sample – Employee Self Service (formerly known as GetServices) 10
  • 12. Sample – Employee Self Service (formerly known as GetServices) 11
  • 13. Sample – Employee Self Service (formerly known as GetIT and AWSS Services) 12
  • 14. KISAM – Technology or Process??!! To Be… Or Not to be 13
  • 15. What comes first? The chicken or the egg 14
  • 16. 15
  • 17. Sound Familiar….. 16
  • 18. What About This Situation…… **Run Video** 17
  • 19. 18
  • 20. Challenges  How do you improve technology while improving process?  Can you improve process without appropriate tools?  How do you improve morale and culture?  How do you discourage rewarding the Hero so that the the service to the customer is consistent and repeatable? 19
  • 21. Opportunities  How do you improve technology while improving process?  Simultaneous, but separate, efforts  Focus on short-term and achievable goals with the long-term objective visible  Can you improve process without appropriate tools?  Yes, to an extent – many of our issues surround process and not technology – however, to leverage repeatable and automated solutions, the tools are necessary  How do you improve morale and culture?  Remember the people aspect – technology is great, but we need to ensure that the people are not lost in translation  How do you discourage rewarding the Hero so that the service to the customer is consistent and repeatable?  Focus on the customer, reward efforts when knowledge solutions are used and adopted; Remember “repeatable” is the key… say it with me… “repeatable process… repeatable process… repeatable process” 20
  • 22. Release Schedule Release 1 – October 2010 Functionality Affected Parties Supported Activities Asset Management All AWSS and MITS IRS Asset Information will be captured Module RELEASE 1 - October 2010 Asset employees with as well as specific Software License Inventory (e.g. GSS, Server Entitlements, Software License DB, COTR, SPIF, etc) Maintenance Contracts, Hardware responsibilities Maintenance Contracts, GSS, Server Information APR (Application APR Project Analysts & APR is moving from ITAMS Service Program Management) Programmers Center into Asset Manager. Release 1a – January 2011 Functionality Affected Parties Supported Activities Service Manager Solution AWSS ERC (Employee Resource ESD, ERC, Ticketing System. There Center), MITS Service Desk, will be an Enhanced Look and Feel AWSS & MITS Service Providers with Web interfaces replacing Client Software. Knowledge Management AWSS ERC (Employee Resource Knowledge Management (sub module Center), MITS Service Desk, of Service Manager) will replace AWSS & MITS Service Providers Probe and Response (P&R) Guide. 21
  • 23. KISAM Status and Next Steps Status: • ELC Milestones  MS 1/2 Exit approved by IESC on November 20, 2009  MS 3/4a on target and exit scheduled July 15, 2010 • Conducting Focus Groups for Key Stakeholders  ACIO Areas – conducting May through June, 2010  BOD/FOD – conducting May through June, 2010 Next Steps: • Finalizing configurations, design and testing • Implementation – Critical Dates:  October 29, 2010 – Asset Management Release 1  January 13, 2011 – Service Management Release 1a 22
  • 24. Questions Presentor: Madelyn Walker, Project Manager, KISAM (512) 460-8680 Madelyn.s.walker@irs.gov Internal Revenue Service Austin, Texas 23
  • 25. To learn more on this topic, and to connect with your peers after the conference, visit the HP Software Solutions Community: www.hp.com/go/swcommunity 24 ©2010 Hewlett-Packard Development Company, L.P.