eCIO PPT CRCC MOF

PROCESS OVERVIEW AND PLAN OF ACTION (POA)
FOR
DEVELOPING AN ENTERPRISE TECHNICAL DOCUMENTATION SUPPORT MODEL
FOR A CLIENT’S HOSTING INFRASTRUCTURE ENVIRONMENT
BASED ON THE
MICROSOFT OPERATING FRAMEWORK (MOF) AND THE ITIL SERVICE
MANAGEMENT PRACTICE
(IT 2700-XX V 0.1 DRAFT: FOR DISCUSSION PURPOSES)
PRESENTATION
as of: <date>
Prepared for:
<Client>
Prepared By:
David Niles; Sr. Operational Analyst
Thursday, October 15, 2015ECIO EXECUTIVE WORKBENCH 1

VALUE PROPOSITION/PROBLEM STATEMENT
• Confronted with the various IT/IM challenges faced by small commissions,
how do you seamlessly maintain support processes without extraordinary
expectations placed on limited IT/IM staff?
• What mitigation measures can you take towards the avoidance of risk
associated with potential staff turnover/unavailability and incomplete
knowledge transfer?
• What universal standards can you employ, that support both current
practices and the evolving work loads that are easily deployed, both with
existing staff and new employees without considerable pedagogical efforts
required?
• How can you link the project delivery processes/methodologies (PMI,
Prince II) to end-user and IT support models?
Thursday, October 15, 2015ECIO EXECUTIVE WORKBENCH Page: 2

TAKEAWAYS OF PRESENTATION
• Foundational plan of actions with forecasted and actual results with
feedback on the level of success stories
• Replicable and sample artifacts
– Scalable for your environment
– Kit And Handouts
• Common practices that can be easily worked on and contributed by
various constituents/parties working towards a common goal.
Page: 3Thursday, October 15, 2015ECIO EXECUTIVE WORKBENCH

AGENDA
• Introduction, Purpose
• Problem statement and takeaways from today
• Challenges of a small commission (video)
• Plan of Action, Status
– Old Current Model
– New current Model
– Future Model and next Steps
• Closing remarks & Questions
• Your Expectations, goals, objectives?

KIT OF HANDOUTS (WWW.GCPEDIA.CA/CRCC-MGERC)
• Presentations
– “Presentation: Process Overview: Technical Documentation”
– RACI Primer Overview
• Templates and Examples
– Report templates
– RFC templates & example
– Example of meeting minutes
– Handbooks
• Documentations and Supporting material
– ITIL Artifacts listing
– Listings of Artifacts
– Web Mind Map
– MSN project Schedule
– Mind Map
– Publications Management Life Cycle PUBMLC.vsd
– Service streams Overview
– Service and Functions listing

GENERAL PREAMBLE & TERMINOLOGY
• RACI - A responsibility assignment matrix (RAM), also known as RACI matrix or ARCI matrix or linear
responsibility chart (LRC), describes the participation by various roles in completing tasks or deliverables
for a project or business process. It is especially useful in clarifying roles and responsibilities in cross-
functional/departmental projects and processes.[RACI and ARCI are acronyms derived from the four key
responsibilities most typically used: Responsible, Accountable, Consulted, and Informed.
• MOF: Microsoft Operations Framework (MOF) 4.0 delivers practical guidance for everyday IT practices and
activities, helping users establish and implement reliable, cost-effective IT services. It encompasses the
entire IT lifecycle by integrating:
– Community-generated processes for planning, delivering, operating, and managing IT.
– Governance, risk, and compliance activities.
– Management reviews.
– Microsoft Solutions Framework (MSF) best practices.
• Other terminology you will hear
– OPI (Office of Primary Interest), OCI (Office of Collateral Interest), PubMLC – Publications
Management Life Cycle, Taxonomy – Document Classification Scheme, CMDB, CI’s (Configuration
Items), Governance, Document Attributes: Stale Date, In Service Date

ITIL & ITSM OVERVIEWS (WIKIPEDIA.ORG)
• ITIL formerly an acronym for Information Technology Infrastructure Library, is a set of practices for IT Service
Management (ITSM) that focuses on aligning IT services with the needs of business. In its current form (known as
ITIL 2011 edition), ITIL is published as a series of five core volumes, each of which covers a different ITSM lifecycle
stage. Although ITIL underpins ISO/IEC 20000 (previously BS15000), the International Service Management
Standard for IT service management, there are some differences between the ISO 20000 standard and the ITIL
framework. ITIL describes processes, procedures, tasks, and checklists which are not organization-specific, but can
be applied by an organization for establishing integration with the organization's strategy, delivering value, and
maintaining a minimum level of competency. It allows the organization to establish a baseline from which it can
plan, implement, and measure. It is used to demonstrate compliance and to measure improvement.
• IT service management (ITSM) refers to the entirety of activities – directed by policies, organized and structured in
processes and supporting procedures – that are performed by an organization or part of an organization to plan,
deliver, operate and control IT services offered to customers.[1] It is thus concerned with the implementation of
quality IT services that meet the needs of customers, and is performed by the IT service provider through an
appropriate mix of people, process and information technology.[2]
– Differing from more technology-oriented IT management approaches like network management and IT
systems management, IT service management is characterized by
– adopting a process approach towards management
– focusing on IT services rather than IT systems
– stressing continual improvement
Thursday, October 15, 2015ECIO EXECUTIVE WORKBENCH Page : 7

CURRENT STATE (OLD)
Plan of Action, Assessment and Analysis,
8Thursday, October 15, 2015ECIO EXECUTIVE WORKBENCH

<CLIENT> BACKGROUND & TIMELINE – PRE 2014
• How did we get “here” from “there”?
– Challenges with our host provider to accommodate both current and
future business needs
– Limited IT support
– Difficult to bring on new applications & solutions
» New Case Management System with integration to RDIMS
– Minimal value - Expensive $$
• MOU – Memorandum of Understanding for Hosting
– Technical environment
• Develop and execute a POA within 3 months duration
• Journey and destination
Page: 9

NEW VIRTUAL ENVIRONMENT – OCTOBER 2014
• New centralized
hosting arrangement
with MGERC
• Virtualization of
Servers
• Replaced PCs with
Zero Clients
• Implemented a new
CMS that integrates
with RDIMS
• Improvements to
provisioning & support
• Helpdesk
• Operational savings

THE MATURITY AND MANAGEMENT CHALLENGE
11
Current
Goal

ORGANIZATIONAL MATURITY SELF-ASSESSMENT (ITIL)
0
1
2
3
4
5
Problem management
Incident management
Service continuity
Change management
Service level management
Configuration managementFinancials Management
Availability management
Capacity Management
Release management
Current Assessment
Target Assessment

ARE WE A CRISIS-DRIVEN ORGANIZATION?
Crisis- Driven Organizations
• Processes:
– Ad hoc – improvised
– Continually reinvented
– Sacrificed under stress
• Schedules & Budgets
– Unpredictable
– Usually exceeded
• Success factors
– Heroes
– Overtime
– Fire-fighting
Sources of Crisis
• Inaccurate estimates:
– Under-scoped requirements
– No historical data
– Schedule & resource
shortfalls
• Unmanaged Work:
– No corrective action
– Unruly subcontractors
• Volatile baselines:
– Changing requirements
– Uncontrolled versions
Thursday, October 15, 2015ECIO EXECUTIVE WORKBENCH Page : 13

PLAN OF ACTION: OVERVIEW
• Mandate
– 3 Components
• Part 1: Technical Documentations (reprioritized)
• Part 2: Draft of procedures
• Part 3: Outline a framework for IT Service Management (ITSM)
using ITIL & Microsoft Operating Framework (MOF)
– Rationale (Risk and Issues)

THE “DETAILS” OF PART 1: TECHNICAL DOCUMENTATION
• Overview and High Level Schedule
• Goals and Objectives
– Validate current practices/documentations
– Identify new practices/documentation
– Develop a “living process”
• Scope
– In – Infrastructure/Architecture, Applications (BO/E, Infrastructure)
– Out - DRP, Applications (Business), External Agencies Documentations
(e.g. PWGSC), IT General policies (e.g. security policy)
• Assumptions
– Level of detail of the documentation will be to the
understanding/comprehension of an Intermediate to Senior technical
staff member (not to the detail required by a junior team member)

DISCOVERY: TAKEAWAYS AND “ASKS”
• Missing Documentation, libraries
• Missing Vendors/Corporations/Interfaces/Applications
• Any additional functions/roles
• Identify any additional Risk and Issues associated with this technical
documentation initiative.
• Additional Discussion Topics
• Suggestions or comments

ISSUES/ RISKS
• Using Track-it for change control
• Sync'ing documentations between 2 disparate organizations
• Sync’ing documentations to other sources e.g. DRP environment
• Linking to Change Control Processes
• Staff (technical) Time allotment for documentation
• Testing the process
• Time allotment for records management team
• Oversight role and time commitments
• Composition of a Document ID
• Definition of a version control #
• Document style and Composition (Technical Writing)
• RACI Determination

RISK AND METRICS

SCHEDULE (HIGH LEVEL OVERVIEW)

SCHEDULE (DETAILS)

STATUS
• Early Recommendations & Thoughts
– Determine a governance model (Future)
– Define “Look & Feel” standards
– Define a Publications Management Life Cycle (PubMLC)
– Identify technical writing guidelines
– Link to change control processes
– Link to Help Desk tickets (TBD)

NEXT STEPS
• Pilot the publications process
• Align current folder structure to new taxonomy
• Continue with identifications of “new” Technical Documentation
• Update and publish current set of documentation with focus on high
priority documents
• Complete the handbook
– Prioritize the services to be developed
– Complete list of configuration Items
– Determine “how to best” illustrate the linkage of technical
documentation to service streams
• RDIMS MOF Taxonomy to Service maps (Visio)
• Develop an ongoing “living” process (Continuous Service Improvement
Process (SIP)

CURRENT STATE DISCOVERY AND DATA COLLECTIONS
• Descriptions/Drill Downs and the Value Propositions
– Organizations
– Functions
– Roles
– Applications
– Folder/Documents Taxonomy
– Reporting
• Additional Components Not Shown
– at this time but forthcoming
– Contracts
– CMDB & CI’s
– Assets

# OF ARTIFACTS & INFORMATION COLLECTED

ARTIFACTS COLLECTION (SAMPLE)

CORPORATIONS AND
ORGANIZATIONS
This will assist in identifying the
various vendors, external agencies,
intergovernmental departments et al,
and any documentation required or
produced e.g. contracts, technical
documentation, point of contacts, web
sites

ROLES
Identifying the roles, will assist in
understanding who the principle
constituents/interfaces between the
applications and any processes in
place.
It also helps in identifying any types of
communications that need to take
place.

ROLE PROFILE E.G. TECHNICAL ANALYST

MOF ROLE CLUSTERS (150 PAGES!)

ROLE CLUSTER & DETAIL DESCRIPTIONS (MOF)

FUNCTIONS
Functions are representative of the
processes that are undertaken by each
of the roles.
This will ensure that we have all of the
documentations associated with any
function or role. If a functions/process
does not have a document associated
with it, it may NOT need them, or they
may be covered in another roles or
process or it may be missed from our
list (unknown).

FUNCTION PROFILE E.G. BACKUP & RESTORE

SERVICES
Services are those activities performed
on behalf of the customer. These could
be performed in-house or external, as
in the case of the disaster recovery
site, executed by a 3rd party.

IT SERVICE TAXONOMY (161 PAGES!)

APPLICATIONS
This is a list of applications identified
to date. Some of these may be out-of-
scope of this exercise.. But it is a good
validation measure.

ARTIFACTS/ TECHNICAL
DOCUMENTATIONS
This list illustrates what documents
(artifacts) are linked to each other, or
sub-sectional (part of) other
documents.

DOCUMENT PROFILE INFORMATION

DOCUMENTS HEALTH STATUS BY DATE

TOP PRIORITY IN TERMS OF DOCUMENTS
Priority,
Ownership

RACI/RAM CHARTING
• Documents to Roles (e.g.)
• Applications to Documents
• Documents to Documents (CRUD)
• CI’s to Documents
• Function/Services to Roles
• ….

RACI CHART: DOCUMENTS TO ROLES

ITIL FUNCTIONS AND ARTIFACTS
• Establishing a Baseline to other
ITSM Practices

NEW STATE

NEXT STEPS
• Finalize 1st set of Interviews
• Setup Standards
– Review current assessment
• Outline a PubMLC (Publications Management Life Cycle)
• Validate current set of documentation
• Garner insights on roles, functions, applications, organizations
• Create/Review and (re-)Publish (communicate) Technical Documentation
• Refine the “Roadmap”

PUBLICATIONS MANAGEMENT LIFE CYCLE
(PUBSMLC) SUSTAINING

MICROSOFT OPERATING FRAMEWORK (MOF)

SERVICE MANAGEMENT: THE ITIL FRAMEWORK
(BASED ON OGC SOURCE)

HEALTH CARDS/REPORT ACTION ITEM TRACKING

OVERVIEW

FOLDER STRUCTURE/
DOCUMENT TAXONOMY
This is the folder structure in which
documents will be stored for retrieval.
It is also linked to the document’s
taxonomy (classification scheme), for
easier retrieval and organization.
Example shown here is from the MOF.

MIND MAP TO WEB INTERFACE

WEB INTERFACE

DOCUMENTATION

MIND MAP TABLE OF CONTENTS

FOLDER STRUCTURE/
DOCUMENT TAXONOMY
This is the folder structure in which
documents will be stored for retrieval.
It is also linked to the document’s
taxonomy (classification scheme), for
easier retrieval and organization.
The example here is the older previous
corporate model before being adjusted
to conform to best industry practices.

HANDBOOK

PROCEDURES TEMPLATE

FUTURE STATE

HANDBOOK: SERVICE STREAM MAPPING

OPERATIONAL ITSM FRAMEWORK SCHEDULE

CURRENT STATE-OF-THE-STATE &
ACCOMPLISHMENTS

MOF DELIVERABLES TO DATE
• Plan – IT Strategic planning, Risk, Business Plan
• Deliver – MS Project Plans
• Operate
• Policy & Control
• Publication process
• Creation of Procedure templates
• Consolidation of technical documentation
• Standard Operating Procedures (SOPs)
• Change Management Procedure
• Patch Management Procedure
• RDIMS Taxonomy
• System Handbook
• Problem Management – implementation of Track-IT software
• Manage
• Introduction of weekly IT Operational Meetings

TAXONOMY
Page: 63
A Taxonomy has
been created in
RDIMS that aligns
to the MOF
framework
resulting in quick
retrieval of
documentation
and improved
communication

BENEFITS
• Improved Quality & Efficiencies
• Improved system availability
• IT Excellence
• Risk mitigation
• Minimization of human error
• Motivated IT Staff

WEEKLY MEETINGS & LOGISTICS
• ITOPs meeting
– Agenda
• Technical Documentation and Process Review TDPR
– Objective: Approve and Publish Technical Documentation,
Communication
• Goal: 3-4 documents/meeting
– Agenda (1 Hour)
• Review and comment on Technical Documentation
• Documents planned for submission for next meeting

REQUEST FOR CHANGE (RFC) TEMPLATE

PRESENTERS BACKGROUND
• Rob Billingham (robert.billingham@crcc-ccetp.gc.ca)
– Manager of IT/IM for CRCC-
• David Niles (djn_bus@msn.com)
– Director, Systems Development
• USA Federal Government Health Care, Washington DC
– Director Enterprise Infrastructure
• Sanmina-SCI Contract Manufacturing, San Jose CA, Huntsville AL
• Largest Oracle ERP instance in the world… HSV Z series, Superdomes
– Director, Project Control And Service Management
• Sanmina-SCI, Chennai India Guadalajara MX
• Mergers and Acquisitions, DRP, SOX, GSC, PMO
– Sr. Director Support Services
• Burlington Coat Factory, Philadelphia PA
• Change Control, GSC, Asset Management, Field Services, Technical Services, PMO
– Program Manager, Day 2 Wipro
– Special advisor, CIO/COO Macmillan Publishing NYC
• Prepared with input by:
– CRCC and MGERC Technical and Operations Staff
– Management Team

TOOLKITS USED IN THE ASSISTANCE FOR COLLECTION OF
INFORMATION
• Mindmap
• eCIO Executive Workbench
– Toolkit and examples for all facets of the
workplace for managers, executives and
the individuals contributor
– Leave your card and I’ll get you a copy

FINAL COMMENTS
Questions & Suggestions

END OF PRESENTATION

eCIO PPT CRCC MOF

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