• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
Peer group itsm presentation 6.12
 

Peer group itsm presentation 6.12

on

  • 771 views

 

Statistics

Views

Total Views
771
Views on SlideShare
771
Embed Views
0

Actions

Likes
0
Downloads
7
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Adobe PDF

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Peer group itsm presentation 6.12 Peer group itsm presentation 6.12 Presentation Transcript

    • Getting to a Service Catalog Joel A. Manfredo June 14, 2012 1
    • AgendaBackgroundTimelinePhases 1 - 5ResultsNext StepsConclusions and Lessons Learned
    • County of Orange$5.6 Billion Budget7 Programs32 Agencies / Departments
    • CEO IT ServicesServices are delivered through an Internal Service Fund“Running a Service Delivery Business”
    • Pricing a Service What does internet access cost?Hardware: •Redundant Core Switches Maintenance Contract HW and SW)•Redundant Firewalls •Content Filtering Maintenance Contract•Redundant Routers •County ARIN IP and BGP AS Services•Redundant Core Switches•IPS / IDS Hardware Depreciation:•Monitoring (Orion) Servers •Firewalls - Hardware and software Depreciation associated•Content Filtering Appliances •Routers - Hardware and software Depreciation associated•Content Filtering Report Servers •Core Switches - Hardware and software Depreciation associated•DNS Servers •Monitoring - Hardware and software Depreciation associated •Content Filtering - Hardware and software Depreciation associatedSoftware:•Firewall Security Software licensing Other CEOIT Services:•Content Filtering Software licensing & Report Services •Contracts & Procurement Management•Orion Monitoring Software licensing •Resource Management•DNS Software (Unix and Wintel) •Financial and Cost, Budget Analysis •Billing ProcessingData Center Facilities Labor:Contracts: •Network Engineering Labor•Redundant Internet Service Providers: •Security Engineering Labor 1.TW Telecom •Availability Management Analysis 2.VPLS (this is a fail-over service) •Capacity Management Analysis•IPS / IDS monitoring Service •Incident Management (Service Desk)•Redundant WAN Circuit Contracts •Change Management•Redundant Firewall Maintenance Contract (HW and SW) •Management•Redundant Routers Maintenance Contract HW and SW)
    • Pricing a Service What does internet access cost?Hardware: •Redundant Core Switches Maintenance Contract HW and SW)•Redundant Firewalls •Content Filtering Maintenance Contract•Redundant Routers •County ARIN IP and BGP AS Services•Redundant Core Switches•IPS / IDS Hardware Depreciation:•Monitoring (Orion) Servers •Firewalls - Hardware and software Depreciation associated•Content Filtering Appliances •Routers - Hardware and software Depreciation associated•Content Filtering Report Servers •Core Switches - Hardware and software Depreciation associated•DNS Servers •Monitoring - Hardware and software Depreciation associated •Content Filtering - Hardware and software Depreciation associatedSoftware:•Firewall Security Software licensing Other CEOIT Services:•Content Filtering Software licensing & Report Services •Contracts & Procurement Management•Orion Monitoring Software licensing •Resource Management•DNS Software (Unix and Wintel) •Financial and Cost, Budget Analysis •Billing ProcessingData Center Facilities Labor:Contracts: •Network Engineering Labor•Redundant Internet Service Providers: •Security Engineering Labor 1.TW Telecom •Availability Management Analysis 2.VPLS (this is a fail-over service) •Capacity Management Analysis•IPS / IDS monitoring Service •Incident Management (Service Desk)•Redundant WAN Circuit Contracts •Change Management•Redundant Firewall Maintenance Contract (HW and SW) •Management•Redundant Routers Maintenance Contract HW and SW)
    • The Story…Operational Transformation in the Face of Financial DistressEnvironment and Results: How: Organization: Combination: 1. A culture built on Heroics 1. Leadership 2. Bad relationship w/ vendor (expiring K) 2. Soft skills introduction 3. Siloed organization 3. Sustained “drumbeat” 3. Assigning blame 4. The persuader 4. Resistance to change 5. ITSM principles 5. No priorities Method: Results: 1. Plan 2. Implement 1. Moved to top 10% against benchmark 3. Absorb 2. Reduced Budget 27% 4. Measure 3. Increased customer satisfaction 16% 4. Reduced SLA exceptions by 77% 5. Reduced incidents by 38% 6. Improved incident resolution from 5 days to 2 days “Be transparent, or be gone”
    • Phases of the JourneyMethod - Plan, Implement, Absorb, MeasurePhase 1: ITSM Training April 2009 DISC (Soft Skills) Training May 2009 Capacity Management May 2009 Availability Management June 2009 Resource Planning June 2009 Project Prioritization June 2009Phase 2: Network & Platform Services Reorganization October 2009 Service Design Package November 2009 Monthly MAP meetings March 2010Phase 3: Marketing Brochure (Mini Service Catalog - BRAND) October 2010 Service Desk re-implementation December 2010Phase 4: Network Operations Center January 2011 ITSM Full Suite (BMC – “AMP”) March 2011Phase 5: Re-benchmark AIMM July 2011 Service Catalog – Version 1 October 2011 Customer Ranking of Services January 2012 Service Catalog – Version 2 February 2012 ITSM Reorganization Future Service Level Management Future Further Automate Capacity & Availability Future
    • Phase 1 Driving Continuous Improvements Phase 3 2009 2010 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec NPS Reorganized:Phase 2 -Plan & Design Customer Survey (Jul – Dec 09) -Build & Transition Training -Operate & Maintain Incident Mgt Process ITSM Integrated Suite Service Desk SDP Process Customer Survey (Jan – Jun 10) Capacity Reporting “A journey of a Chaos CTO Portal thousand miles begins “One Team” with a single step” Certifications: 95 IT Service Management Path to Maturity Marketing Brochure “Agency Success is Availability Reporting AIMM (HP) Report 46 Our Mission” -Technology & Architecture AIMM (HP) Report 34 ACS Program -Mgt Tools & Process Maturity -Culture & IT Staff Maturity Executive hired Ticket Aging Process -Demand, Supply & IT Governance Communication Team Formed Resource Planning Performance Audit Report County Connection: OCDC Project Prioritization Service request turnaround improvements (100%) Incidents – from over 5 days to 1 Data Center Tour (DISC) Not a single failed non-standard RFC Tech Fest Not a single Service Level Breach
    • Phase 4 Driving Continuous Improvements Phase 5 2011 Method 2012 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec ITSM based ITSM Integrated Suite Launch Reorganization Service Catalog v 1 Service Catalog v 2 – FULL SUITE (CMDB, Change, Release…) Application MonitoringMSB Planning Success Customer Survey (Jul – Dec 10) IT Service Management Path to Maturity AIMM (HP) Report 10 Service Level Management Network Operations Center Customer Launched Grading by Service Virtual Server Farm Replacement
    • Phase 1
    • DISC AssessmentPhase 1: Dominance, Influence, Steadiness, Compliance
    • Management Action PlanResults through Present400350300250200150100 50 0 Nov Mar April May June Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jul Aug Sep 2010 2011 Cumulative Monthly Accomplishments
    • Capacity & Availability ReportingPhase 1 Capacity Report Capacity Report Availability Report Table of Contents Executive Summary............................................................................................................ 4 Dashboard Summary........................................................................................................... 4 Risks.................................................................................................................................... 4 Warnings ............................................................................................................................. 4 Scope................................................................................................................................... 5 Capacity Measurements ...................................................................................................... 5 Network .......................................................................................................................... 5 County Wide Area Network ....................................................................................... 5 Time Warner Internet.................................................................................................. 6 Security ........................................................................................................................... 7 Storage ............................................................................................................................ 8 Tier-1........................................................................................................................... 8 Tier-2........................................................................................................................... 8 E-Mail ........................................................................................................................... 10 Virtual Environment ..................................................................................................... 13 Analysis Additional Capacity ................................................................................... 14 Conclusion ................................................................................................................ 14 Recommendation ...................................................................................................... 14 Power5 Systems............................................................................................................ 15 Mainframe..................................................................................................................... 18 Power ............................................................................................................................ 19 Data Center Space......................................................................................................... 22 Floor Space ............................................................................................................... 22 Office Space.............................................................................................................. 24 Telephone Services ....................................................................................................... 25 APPENDIX – A – Report Data Source and Contributors ................................................ 26 APPENDIX – B – Virtual Environment Cluster Information .......................................... 27
    • Capacity & Availability ReportingPhase 1
    • Resource PlanningKey Metrics 3 Week Summary (by organization unit): Values Row Labels ETC Hours 3 Week FTE Enterprise Infrastructure Srvcs 13.92 0.12 Networks and Platform Services 523.87 4.37 Security & Bus Continuity Oper 15.50 0.13 Grand Total 553.28 4.61
    • Resource Planning Key Metrics3 Week Summary (by project):Row Labels Sum of ETCDisaster Recovery Implementation (FY11-12) 336.00Enterprise Secure File Transfer Migration 33.20ePages Replacement 22.00Exchange 2010 Production Build out 112.00HR & FS Access Definition Project Schedule 1.50Secure FTP Infrastructure Upgrade 48.58Grand Total 553.28 Projects with late tasks: Sum of ETC Row Labels Grand Total ePages Replacement 10.00 Grand Total 10.00
    • Phase 2
    • Driving Continuous Improvements 2009 2010 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec NPS Reorganized:Phase 2 -Plan & Design Customer Survey (Jul – Dec 09) -Build & Transition Training -Operate & Maintain Incident Mgt Process ITSM Integrated Suite Service Desk SDP Process Customer Survey (Jan – Jun 10) Capacity Reporting “A journey of aChaos CTO Portal thousand miles begins “One Team” with a single step” Certifications: 95 IT Service Management Path to Maturity Marketing Brochure “Agency Success is Availability Reporting AIMM (HP) Report 46 Our Mission” -Technology & Architecture AIMM (HP) Report 34 ACS Program -Mgt Tools & Process Maturity -Culture & IT Staff Maturity Executive hired Ticket Aging Process -Demand, Supply & IT Governance Communication Team Formed Resource Planning Performance Audit Report County Connection: OCDC Project Prioritization Service request turnaround improvements (100%) Incidents – from over 5 days to 1 Data Center Tour (DISC) Not a single failed non-standard RFC Tech Fest Not a single Service Level Breach
    • ITSM Organizational DesignPhase 2: Reorganization of NPS ASG IRM Process Security NPS OPS TSD PMO BA Plan & Build & Operate & Design Transition Maintain
    • ITSM Organizational DesignPlan and Design Operate and Maintain Build and Transition Overall Architecture and Technologies / Standards* Design Validation / Review and System acceptance Acceptance Capacity Requirements Registering application in ops Procurements Availability Requirements (contact information, service levels, Configuration and Installation monitoring and backup information, Training Requirements new or changed procedures, Access Update and Audit of Asset POC requirements Lists/CMDB levels) Design Diagrams and Requirements RFC Execution and Update procedures MOUs/SLRs Coordination/Communication System lockdown Success Criteria Rollout Plan QA and Validation of Monitoring, TCO Calculations Backout Plan Backups and Access Alternatives Risk Assessment for RFC Assist in Negotiating SLRs/SLAs Backup requirements Ops Training and Handoff Freeze and Warranty Period Management Process / Procedure requirements QA and Validation of Systems Monitoring requirements Feedback to Design Team Access Requirements Approval of Rollout from Ops Standard Requests Approval of Rollout from customer Engineering and Ops review and Approval of Rollout from Design acceptance group Continuous improvement or Support and monitoring during cool scalability plans down/warranty period Approval of the Design from Peer Groups Approval of the design from Chief Architect Approval of the design from Customer
    • SDR SDP – Issues identified through the process
    • Phase 3
    • Driving Continuous Improvements Phase 3 2009 2010 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec NPS Reorganized: -Plan & Design Customer Survey (Jul – Dec 09) -Build & Transition Training -Operate & Maintain Incident Mgt Process ITSM Integrated Suite – Service Desk SDP Process Customer Survey (Jan – Jun 10) Capacity Reporting “A journey of aChaos CTO Portal thousand miles begins “One Team” with a single step” Certifications: 95 IT Service Management Path to Maturity Marketing Brochure “Agency Success is Availability Reporting AIMM (HP) Report 46 Our Mission” -Technology & Architecture AIMM (HP) Report 34 ACS Program -Mgt Tools & Process Maturity -Culture & IT Staff Maturity Executive hired Ticket Aging Process -Demand, Supply & IT Governance Communication Team Formed Resource Planning Performance Audit Report County Connection: OCDC Project Prioritization Service request turnaround improvements (100%) Incidents – from over 5 days to 1 Data Center Tour (DISC) Not a single failed non-standard RFC Tech Fest Not a single Service Level Breach
    • It’s working...Phase 3: “Mojo”  November 2009  Not a single Service Level Breech - Marshall Goldsmith  Incidents – from over 5 days to 1  Not a single failed non-standard RFC  Service request turnaround improvements (100%)
    • Marketing BrochurePhase 3: “Mini Service Catalog”
    • Marketing BrochurePhase 3: “Mini Service Catalog”
    • Phase 4
    • Network Operations CenterPhase 4Network Monitoring Server Monitoring Handoff/Review Logs Handoff/Review LogsOrion Network Dashboard Orion Server DashboardDaily Walkthrough AM/PM VM Console IP Monitor Int/Ext/DR IP Monitor Probation/Int INMON HP SIM
    • Integrated ITSM SuitePhase 4: BMC Suite through the Cloud Results Custom Written
    • More Results
    • 0 100 200 300 400 500 600 700 800 100% 50% 60% 70% 80% 90%Jan-09Feb-09Mar-09 ResultsApr-09May-09Jun-09 Jul-09Aug-09Sep-09Oct-09Nov-09Dec-09Jan-10Feb-10Mar-10Apr-10May-10Jun-10 Incident Tickets Percent Resolved Jul-10Aug-10Sep-10Oct-10Nov-10 Evidence of ImprovementsDec-10Jan-11Feb-11Mar-11Apr-11May-11Jun-11 Jul-11Aug-11Sep-11
    • Evidence of ImprovementsResults SLA Exceptions Reduced by 77% 500 400 300 200 100 0 CY2009 CY2010
    • Evidence of ImprovementsResults Average Days to Resolve Tickets Reduced 75% 14 12 10 8 6 4 2 0 CY2009 CY2010
    • Evidence of ImprovementsResults: HP’s Converged Infrastructure Maturity Model
    • Evidence of ImprovementsResults: HP’s Converged Infrastructure Maturity Model
    • Evidence of ImprovementsResults: HP’s Converged Infrastructure Maturity Model Orange County versus US Public Sector Benchmark July 2011 4.00 3.50 3.00 Orange County US Public Sector 2.50 2.00 1.50 1.00 Technology & Tools & Processes Culture & IT Staff Demand, Supply & IT Architecture Maturity Governance
    • Evidence of ImprovementsResults: HP’s Converged Infrastructure Maturity Model Orange County Percent of Characteristics "At or Better" July 2011 Head100 count Top 10% 90 80 70 - 27% Better 60 Equal 50 40 30 20 10 0 Dec-09 Jul-10 Jul-11
    • Evidence of ImprovementsCustomer Survey Scale: 1 = worst; 4 = best
    • Phase 5
    • Driving Continuous Improvements Phase 5 2011 Method 2012 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec ITSM based ITSM Integrated Suite Launch Reorganization Service Catalog v 1 Service Catalog v 2 – FULL SUITE (CMDB, Change, Release…) Application MonitoringMSB Planning Success Customer Survey (Jul – Dec 10) IT Service Management Path to Maturity AIMM (HP) Report 10 Service Level Management Network Operations Center Customer Launched Grading by Service Virtual Server Farm Replacement
    • Sorted Top to Bottom (and vice-versa) Sorted by: Customer Sorted by: Customer Ave Ave 1 Enterprise Time Synchronization 96.50 1 Disaster Recovery 66.50 2 Midrange Platform (AIX Platform) 96.50 2 Enterprise Secure Web Filtering 82.50 3 Mainframe Platform 96.00 3 eGov Services 83.33 4 Enterprise Network Connectivity (WAN) 94.71 4 Service Desk 84.78 5 Enterprise Secure File Transfer Services 94.20 5 Project Management 85.00 6 Enterprise RightFax Services 94.00 6 OCTNET 86.39 7 SLA1 – Unmanaged Server Hosting 94.00 7 Enterprise Remote Access Infrastructure 86.86 8 Database Mgt – Information Resource Mgt 93.67 8 SLA3 Service 87.80A 9 Enterprise Domain Name Resolution 10 Blackberry Services 11 OnBase 12 VTL Replication Service 93.20 92.67 92.60 91.67 9 DeltaCopy Data Protection Servce (DCDP) 10 Business Recovery Center 11 Enterprise Network Security 12 Enterprise Global User Directory Services 88.33 88.33 88.50 88.67 13 Standard Backup Service 91.50 13 Publishing Services 88.67 14 Enterprise Email Services 91.33 14 Desktop Support 90.00 15 Finance Services 91.33 15 Applications Services Group 90.50 16 Enterprise Storage Services (SAN) 91.25 16 Technical Consultation 90.80 17 Enterprise Internet Service Provider (ISP) 90.86 17 Enterprise Internet Service Provider (ISP) 90.86 18 Technical Consultation 90.80 18 Enterprise Storage Services (SAN) 91.25 19 Applications Services Group 90.50 19 Enterprise Email Services 91.33 20 Desktop Support 90.00 20 Finance Services 91.33 21 Enterprise Global User Directory Services 88.67 21 Standard Backup Service 91.50 22 Publishing Services 88.67 22 VTL Replication Service 91.67 23 Enterprise Network Security 88.50 23 OnBase 92.60 24 DeltaCopy Data Protection Servce (DCDP) 88.33 24 Blackberry Services 92.67 25 Business Recovery Center 88.33 25 Enterprise Domain Name Resolution 93.20B 26 SLA3 Service 27 Enterprise Remote Access Infrastructure 28 OCTNET 29 Project Management 87.80 86.86 86.39 85.00 26 Database Mgt – Information Resource Mgt 27 Enterprise RightFax Services 28 SLA1 – Unmanaged Server Hosting 29 Enterprise Secure File Transfer Services 93.67 94.00 94.00 94.20 30 Service Desk 84.78 30 Enterprise Network Connectivity (WAN) 94.71 31 eGov Services 83.33 31 Mainframe Platform 96.00 32 Enterprise Secure Web Filtering 82.50 32 Enterprise Time Synchronization 96.50 33 Disaster Recovery 66.50 33 Midrange Platform (AIX Platform) 96.50
    • Service CatalogISP
    • Service CatalogStorage Area Network
    • Extend ITSM Based OrganizationMove the Plan & Design Group and the Build & Transition Group “up”
    • Conclusions and Lessons Learned
    • Conclusions & Lessons Learned1. Financial distress clouds have their silver linings in IT environments. a. Working together in the face of a single galvanizing event b. Speak with “one voice”2. It Takes an IT mojo-driven strategy to implement sustained continued improvements in financial distress. a. Courage and consistency; buy-in b. Incremental changes (process, organizational), planning and soft skills provided results3. New leadership can ignite IT Mojo. a. Common goals b. Common messages4. Establish a drumbeat to pace the changes and measure visibly and consistently. a. Messaging consistency b. Allow the organization to digest changes5. Establish key measurements of the categories shown in the customer surveys. a. Report on them b. Make sure everyone knows what’s being measured6. Establish a consistent program of accountability . a. Report on them b. Make sure everyone knows what’s being measured7. Benchmark the organization before commencing the journey.
    • Questions and Answers