Accelerating IT Mojo in the Face of Financial Distress<br />Joel A. Manfredo<br />Chief Technology Officer<br />October 12...
Agenda<br />
County of Orange<br />$5.6 Billion Budget<br />7 Programs<br />32 Agencies / Departments<br />
CEO IT Services<br />Services are delivered through an Internal Service Fund<br />“Running a Service Delivery Business”<br />
Pricing a Service<br />What does internet access cost?<br />Hardware:<br /><ul><li>Redundant Firewalls
Redundant Routers
Redundant Core Switches
IPS / IDS  Hardware
Monitoring (Orion) Servers
Content Filtering Appliances
Content Filtering  Report Servers
DNS Servers</li></ul>Software:<br /><ul><li>Firewall Security Software licensing
Content Filtering  Software licensing & Report Services
Orion Monitoring Software licensing
DNS Software (Unix and Wintel)</li></ul>Data Center Facilities<br />Contracts:<br /><ul><li>Redundant Internet Service Pro...
Redundant WAN Circuit Contracts
Redundant Firewall Maintenance Contract (HW and SW)
Redundant Routers Maintenance Contract HW and SW)
Redundant Core Switches Maintenance Contract HW and SW)
Content Filtering Maintenance Contract
County ARIN IP and BGP AS Services</li></ul>Depreciation:<br /><ul><li>Firewalls - Hardware and software Depreciation asso...
Routers - Hardware and software Depreciation associated
Core Switches - Hardware and software Depreciation associated
Monitoring - Hardware and software Depreciation associated
Content Filtering - Hardware and software Depreciation associated </li></ul>Other CEOIT Services:<br /><ul><li>Contracts &...
Resource Management
Financial and Cost, Budget Analysis
Billing Processing</li></ul>Labor:<br /><ul><li>Network Engineering Labor
Security Engineering Labor
Availability Management Analysis
Capacity Management Analysis
Incident Management (Service Desk)
Change Management
Management</li></li></ul><li>The Story…<br />Operational Transformation in the Face of Financial Distress<br />Environment...
Phases of the Journey<br />Method - Plan, Implement, Absorb, Measure<br />Phase 1: 	ITSM Training	April 2009<br />DISC (So...
Driving Continuous Improvements<br />Phase 1<br />Phase 3<br />2009<br />2010<br />Jan<br />Feb<br />Mar<br />Apr<br />May...
Build & Transition
Operate & Maintain</li></ul>Phase 2<br />Customer Survey (Jul – Dec 09)<br />Training<br />Incident Mgt Process<br />ITSM ...
Culture & IT Staff Maturity
Demand, Supply & IT Governance</li></ul> AIMM (HP) Report   34<br />ACS Program Executive hired<br />Ticket Aging Process<...
Driving Continuous Improvements<br />Phase 4<br />Phase 5<br />2011<br />Method<br />Jan<br />Feb<br />Mar<br />Apr<br />M...
DISC Assessment<br />Phase 1:  Dominance, Influence, Steadiness, Compliance<br />
Management Action Plan<br />Results through Present<br />  2010<br />  2011<br />
Capacity & Availability Reporting<br />Phase 1<br />Capacity Report<br />
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Joel Manfredo: Accelerating IT Mojo in the Face of Financial Distress

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Joel Manfredo, Chief Technology Officer of the County Executive Office Information Technology for the County of Orange, gave this presentation at Pepperdine University’s free conference, “From Information Systems to Innovation Systems: Establishing the Next Generation Information Systems Department,” on Wednesday, October 12, 2011. The conference was sponsored by the Center for Applied Research at Pepperdine's Graziadio School of Business and Management

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Joel Manfredo: Accelerating IT Mojo in the Face of Financial Distress

  1. 1. Accelerating IT Mojo in the Face of Financial Distress<br />Joel A. Manfredo<br />Chief Technology Officer<br />October 12, 2011<br />1<br />
  2. 2. Agenda<br />
  3. 3. County of Orange<br />$5.6 Billion Budget<br />7 Programs<br />32 Agencies / Departments<br />
  4. 4. CEO IT Services<br />Services are delivered through an Internal Service Fund<br />“Running a Service Delivery Business”<br />
  5. 5. Pricing a Service<br />What does internet access cost?<br />Hardware:<br /><ul><li>Redundant Firewalls
  6. 6. Redundant Routers
  7. 7. Redundant Core Switches
  8. 8. IPS / IDS Hardware
  9. 9. Monitoring (Orion) Servers
  10. 10. Content Filtering Appliances
  11. 11. Content Filtering Report Servers
  12. 12. DNS Servers</li></ul>Software:<br /><ul><li>Firewall Security Software licensing
  13. 13. Content Filtering Software licensing & Report Services
  14. 14. Orion Monitoring Software licensing
  15. 15. DNS Software (Unix and Wintel)</li></ul>Data Center Facilities<br />Contracts:<br /><ul><li>Redundant Internet Service Providers:</li></ul>TW Telecom<br />VPLS (this is a fail-over service)<br /><ul><li>IPS / IDS monitoring Service
  16. 16. Redundant WAN Circuit Contracts
  17. 17. Redundant Firewall Maintenance Contract (HW and SW)
  18. 18. Redundant Routers Maintenance Contract HW and SW)
  19. 19. Redundant Core Switches Maintenance Contract HW and SW)
  20. 20. Content Filtering Maintenance Contract
  21. 21. County ARIN IP and BGP AS Services</li></ul>Depreciation:<br /><ul><li>Firewalls - Hardware and software Depreciation associated
  22. 22. Routers - Hardware and software Depreciation associated
  23. 23. Core Switches - Hardware and software Depreciation associated
  24. 24. Monitoring - Hardware and software Depreciation associated
  25. 25. Content Filtering - Hardware and software Depreciation associated </li></ul>Other CEOIT Services:<br /><ul><li>Contracts & Procurement Management
  26. 26. Resource Management
  27. 27. Financial and Cost, Budget Analysis
  28. 28. Billing Processing</li></ul>Labor:<br /><ul><li>Network Engineering Labor
  29. 29. Security Engineering Labor
  30. 30. Availability Management Analysis
  31. 31. Capacity Management Analysis
  32. 32. Incident Management (Service Desk)
  33. 33. Change Management
  34. 34. Management</li></li></ul><li>The Story…<br />Operational Transformation in the Face of Financial Distress<br />Environment:<br />Organization:<br />1. A culture built on Heroics<br /> 2. Siloed organization<br /> 3. Assigning blame<br /> 4. Resistance to change<br /> 5. No priorities<br />Financial:<br />1. 27% budget reduction (2 years)<br /> 2. Expiring staff augmentation contract <br />Results:<br />1. Moved to top 10% against benchmark<br /> 2. Increased customer satisfaction 16%<br /> 3. Reduced SLA exceptions by 77%<br />How:<br />Combination:<br />1. Leadership<br /> 2. Soft skills introduction<br /> 3. Sustained “drumbeat”<br /> 4. The persuader<br /> 5. ITSM principles<br />Method:<br />1. Plan<br /> 2. Implement<br /> 3. Absorb<br /> 4. Measure<br /> “Be transparent, or be gone” <br />
  35. 35. Phases of the Journey<br />Method - Plan, Implement, Absorb, Measure<br />Phase 1: ITSM Training April 2009<br />DISC (Soft Skills) Training May 2009<br /> Capacity Management May 2009<br /> Availability Management June 2009<br /> Resource Planning June 2009<br /> Project Prioritization June 2009<br />Phase 2: Network & Platform Services Reorganization October 2009 <br /> Service Design Package November 2009<br />Monthly MAP meetings March 2010<br /> Phase 3:Marketing Brochure (Mini Service Catalog) October 2010<br /> Service Desk re-implementation December 2010<br />Phase 4: Network Operations Center January 2011<br /> ITSM Full Suite (BMC – “AMP”) March 2011<br />Phase 5: Re-benchmark AIMM July 2011<br /> Service Catalog October 2011<br /> ITSM Reorganization Future<br /> Service Level Management Future<br /> Further Automate Capacity & Availability Future<br />Today<br />
  36. 36. Driving Continuous Improvements<br />Phase 1<br />Phase 3<br />2009<br />2010<br />Jan<br />Feb<br />Mar<br />Apr<br />May<br />Jun<br />Jul<br />Aug<br />Sep<br />Oct<br />Nov<br />Dec<br />Jan<br />Feb<br />Mar<br />Apr<br />May<br />Jun<br />Jul<br />Aug<br />Sep<br />Oct<br />Nov<br />Dec<br />NPS Reorganized:<br /><ul><li>Plan & Design
  37. 37. Build & Transition
  38. 38. Operate & Maintain</li></ul>Phase 2<br />Customer Survey (Jul – Dec 09)<br />Training<br />Incident Mgt Process<br />ITSM Integrated Suite Service Desk<br /> SDP Process<br />Customer Survey (Jan – Jun 10)<br />Capacity Reporting<br />Chaos<br /> CTO Portal <br />“A journey of a thousand miles begins with a single step”<br />“One Team”<br />Certifications: 95<br />IT Service Management Path to Maturity<br /> Marketing Brochure<br /> “Agency Success is Our Mission”<br />Availability Reporting<br /> AIMM (HP) Report 46<br />-Technology & Architecture<br /><ul><li>Mgt Tools & Process Maturity
  39. 39. Culture & IT Staff Maturity
  40. 40. Demand, Supply & IT Governance</li></ul> AIMM (HP) Report 34<br />ACS Program Executive hired<br />Ticket Aging Process<br />Communication Team Formed<br />Resource Planning<br />Performance Audit Report<br /> County Connection: OCDC<br />Project Prioritization<br />Service request turnaround improvements (100%)<br />Incidents – from over 5 days to 1<br />Not a single failed non-standard RFC<br />Not a single Service Level Breach<br /> Data Center Tour<br /> Tech Fest<br />(DISC)<br />
  41. 41. Driving Continuous Improvements<br />Phase 4<br />Phase 5<br />2011<br />Method<br />Jan<br />Feb<br />Mar<br />Apr<br />May<br />Jun<br />Jul<br />Aug<br />Sep<br />Oct<br />Nov<br />Dec<br />ITSM based Reorganization <br />ITSM Integrated Suite Launch – FULL SUITE (CMDB, Change, Release…)<br />Plan<br />Service Catalog<br />MSB Planning Success<br />Customer Survey (Jul – Dec 10)<br />Implement<br />IT Service Management Path to Maturity<br />Absorb<br />Service Level Management<br /> AIMM (HP) Report 10<br />Network Operations Center Launched<br />Measure<br />Application Monitoring<br />Virtual Server Farm Replacement<br />
  42. 42.
  43. 43. DISC Assessment<br />Phase 1: Dominance, Influence, Steadiness, Compliance<br />
  44. 44. Management Action Plan<br />Results through Present<br /> 2010<br /> 2011<br />
  45. 45. Capacity & Availability Reporting<br />Phase 1<br />Capacity Report<br />
  46. 46. Capacity & Availability Reporting<br />Phase 1<br />
  47. 47. Resource Planning<br />Key Metrics<br />3 Week Summary (by organization unit):<br />
  48. 48. Resource Planning<br />Key Metrics<br />3 Week Summary (by project):<br />Projects with late tasks:<br />
  49. 49.
  50. 50. Driving Continuous Improvements<br />2009<br />2010<br />Jan<br />Feb<br />Mar<br />Apr<br />May<br />Jun<br />Jul<br />Aug<br />Sep<br />Oct<br />Nov<br />Dec<br />Jan<br />Feb<br />Mar<br />Apr<br />May<br />Jun<br />Jul<br />Aug<br />Sep<br />Oct<br />Nov<br />Dec<br />NPS Reorganized:<br /><ul><li>Plan & Design
  51. 51. Build & Transition
  52. 52. Operate & Maintain</li></ul>Phase 2<br />Customer Survey (Jul – Dec 09)<br />Training<br />Incident Mgt Process<br />ITSM Integrated Suite Service Desk<br /> SDP Process<br />Customer Survey (Jan – Jun 10)<br />Capacity Reporting<br />Chaos<br /> CTO Portal <br />“A journey of a thousand miles begins with a single step”<br />“One Team”<br />Certifications: 95<br />IT Service Management Path to Maturity<br /> Marketing Brochure<br /> “Agency Success is Our Mission”<br />Availability Reporting<br /> AIMM (HP) Report 46<br />-Technology & Architecture<br /><ul><li>Mgt Tools & Process Maturity
  53. 53. Culture & IT Staff Maturity
  54. 54. Demand, Supply & IT Governance</li></ul> AIMM (HP) Report 34<br />ACS Program Executive hired<br />Ticket Aging Process<br />Communication Team Formed<br />Resource Planning<br />Performance Audit Report<br /> County Connection: OCDC<br />Project Prioritization<br />Service request turnaround improvements (100%)<br />Incidents – from over 5 days to 1<br />Not a single failed non-standard RFC<br />Not a single Service Level Breach<br /> Data Center Tour<br /> Tech Fest<br />(DISC)<br />
  55. 55. ITSM Organizational Design<br />Phase 2: Reorganization of NPS<br />ASG<br />IRM<br />Process<br />Security<br />NPS<br />OPS<br />TSD<br />PMO<br />BA<br />Plan & Design<br />Build & Transition<br />Operate & Maintain<br />
  56. 56. ITSM Organizational Design<br />
  57. 57. SDR SDP – Issues identified through the process<br />
  58. 58.
  59. 59. Driving Continuous Improvements<br />Phase 3<br />2009<br />2010<br />Jan<br />Feb<br />Mar<br />Apr<br />May<br />Jun<br />Jul<br />Aug<br />Sep<br />Oct<br />Nov<br />Dec<br />Jan<br />Feb<br />Mar<br />Apr<br />May<br />Jun<br />Jul<br />Aug<br />Sep<br />Oct<br />Nov<br />Dec<br />NPS Reorganized:<br /><ul><li>Plan & Design
  60. 60. Build & Transition
  61. 61. Operate & Maintain</li></ul>Customer Survey (Jul – Dec 09)<br />Training<br />Incident Mgt Process<br />ITSM Integrated Suite – Service Desk<br /> SDP Process<br />Customer Survey (Jan – Jun 10)<br />Capacity Reporting<br />Chaos<br /> CTO Portal <br />“A journey of a thousand miles begins with a single step”<br />“One Team”<br />Certifications: 95<br />IT Service Management Path to Maturity<br /> Marketing Brochure<br /> “Agency Success is Our Mission”<br />Availability Reporting<br /> AIMM (HP) Report 46<br />-Technology & Architecture<br /><ul><li>Mgt Tools & Process Maturity
  62. 62. Culture & IT Staff Maturity
  63. 63. Demand, Supply & IT Governance</li></ul> AIMM (HP) Report 34<br />ACS Program Executive hired<br />Ticket Aging Process<br />Communication Team Formed<br />Resource Planning<br />Performance Audit Report<br /> County Connection: OCDC<br />Project Prioritization<br />Service request turnaround improvements (100%)<br />Incidents – from over 5 days to 1<br />Not a single failed non-standard RFC<br />Not a single Service Level Breach<br /> Data Center Tour<br /> Tech Fest<br />(DISC)<br />
  64. 64. It’s working...<br />Phase 3: “Mojo”<br /><ul><li>November 2009
  65. 65. Not a single Service Level Breech
  66. 66. Incidents – from over 5 days to 1
  67. 67. Not a single failed non-standard RFC
  68. 68. Service request turnaround improvements (100%)</li></ul>- Marshall Goldsmith<br />
  69. 69. Marketing Brochure<br />Phase 3: “Mini Service Catalog”<br />
  70. 70. Marketing Brochure<br />Phase 3: “Mini Service Catalog”<br />
  71. 71.
  72. 72. Driving Continuous Improvements<br />Phase 4<br />2011<br />Method<br />Jan<br />Feb<br />Mar<br />Apr<br />May<br />Jun<br />Jul<br />Aug<br />Sep<br />Oct<br />Nov<br />Dec<br />ITSM based Reorganization <br />ITSM Integrated Suite Launch – FULL SUITE (CMDB, Change, Release…)<br />Plan<br />Service Catalog<br />MSB Planning Success<br />Customer Survey (Jul – Dec 10)<br />Implement<br />IT Service Management Path to Maturity<br />Absorb<br />Service Level Management<br /> AIMM (HP) Report 10<br />Network Operations Center Launched<br />Measure<br />Application Monitoring<br />Virtual Server Farm Replacement<br />
  73. 73. Network Operations Center<br />Phase 4<br />
  74. 74. Custom<br />Written<br />Integrated ITSM Suite<br />Phase 4: BMC Suite through the Cloud<br />
  75. 75.
  76. 76. Evidence of Improvements<br />Results<br />Incident Tickets<br />Percent Resolved<br />
  77. 77. Evidence of Improvements<br />Results<br />
  78. 78. Evidence of Improvements<br />Results<br />
  79. 79. Evidence of Improvements<br />Results: HP’s Converged Infrastructure Maturity Model<br />
  80. 80. Evidence of Improvements<br />Results: HP’s Converged Infrastructure Maturity Model<br />
  81. 81. Evidence of Improvements<br />Results: HP’s Converged Infrastructure Maturity Model<br />
  82. 82. Evidence of Improvements<br />Results: HP’s Converged Infrastructure Maturity Model<br />Head<br />count<br />Top 10%<br />- 27%<br />
  83. 83. Evidence of Improvements<br />Customer Survey Scale: 1 = worst; 4 = best<br />
  84. 84.
  85. 85. Driving Continuous Improvements<br />Phase 5<br />2011<br />Method<br />Jan<br />Feb<br />Mar<br />Apr<br />May<br />Jun<br />Jul<br />Aug<br />Sep<br />Oct<br />Nov<br />Dec<br />ITSM based Reorganization <br />ITSM Integrated Suite Launch – FULL SUITE (CMDB, Change, Release…)<br />Plan<br />Service Catalog<br />MSB Planning Success<br />Customer Survey (Jul – Dec 10)<br />Implement<br />IT Service Management Path to Maturity<br />Absorb<br />Service Level Management<br /> AIMM (HP) Report 10<br />Network Operations Center Launched<br />Measure<br />Application Monitoring<br />Virtual Server Farm Replacement<br />
  86. 86. Service Catalog<br />Internet Service Provider<br />
  87. 87. Extend ITSM Based Organization<br />Move the Plan & Design Group and the Build & Transition Group “up”<br />
  88. 88.
  89. 89. Conclusions & Lessons Learned<br />Financial distress clouds have their silver linings in IT environments.<br />Working together in the face of a single galvanizing event<br />Speak with “one voice”<br />It Takes an IT mojo-driven strategy to implement sustained continued improvements in financial distress.<br />Courage and consistency; buy-in<br />Incremental changes (process, organizational), planning and soft skills provided results <br />New leadership can ignite IT Mojo.<br />Common goals<br />Common messages<br />Establish a drumbeat to pace the changes and measure visibly and consistently.<br />Messaging consistency<br />Allow the organization to digest changes<br />Establish key measurements of the categories shown in the customer surveys.<br />Report on them<br />Make sure everyone knows what’s being measured<br />Establish a consistent program of accountability .<br />Report on them<br />Make sure everyone knows what’s being measured<br />7.  Benchmark the organization before commencing the journey. <br />

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