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

1. Accelerating IT Mojo in the Face of Financial Distress Joel A. Manfredo Chief Technology Officer October 12, 2011 1

2. Agenda

3. County of Orange $5.6 Billion Budget 7 Programs 32 Agencies / Departments

4. CEO IT Services Services are delivered through an Internal Service Fund “Running a Service Delivery Business”

6. Redundant Routers

7. Redundant Core Switches

8. IPS / IDS Hardware

9. Monitoring (Orion) Servers

10. Content Filtering Appliances

11. Content Filtering Report Servers

13. Content Filtering Software licensing & Report Services

14. Orion Monitoring Software licensing

16. Redundant WAN Circuit Contracts

17. Redundant Firewall Maintenance Contract (HW and SW)

18. Redundant Routers Maintenance Contract HW and SW)

19. Redundant Core Switches Maintenance Contract HW and SW)

20. Content Filtering Maintenance Contract

22. Routers - Hardware and software Depreciation associated

23. Core Switches - Hardware and software Depreciation associated

24. Monitoring - Hardware and software Depreciation associated

26. Resource Management

27. Financial and Cost, Budget Analysis

29. Security Engineering Labor

30. Availability Management Analysis

31. Capacity Management Analysis

32. Incident Management (Service Desk)

33. Change Management

35. Phases of the Journey Method - Plan, Implement, Absorb, Measure Phase 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 2009 Phase 2: Network & Platform Services Reorganization October 2009 Service Design Package November 2009 Monthly MAP meetings March 2010 Phase 3:Marketing Brochure (Mini Service Catalog) October 2010 Service Desk re-implementation December 2010 Phase 4: Network Operations Center January 2011 ITSM Full Suite (BMC – “AMP”) March 2011 Phase 5: Re-benchmark AIMM July 2011 Service Catalog October 2011 ITSM Reorganization Future Service Level Management Future Further Automate Capacity & Availability Future Today

37. Build & Transition

39. Culture & IT Staff Maturity

40. Demand, Supply & IT Governance AIMM (HP) Report 34 ACS Program Executive hired Ticket Aging Process 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 Not a single failed non-standard RFC Not a single Service Level Breach Data Center Tour Tech Fest (DISC)

41. Driving Continuous Improvements Phase 4 Phase 5 2011 Method Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec ITSM based Reorganization ITSM Integrated Suite Launch – FULL SUITE (CMDB, Change, Release…) Plan Service Catalog MSB Planning Success Customer Survey (Jul – Dec 10) Implement IT Service Management Path to Maturity Absorb Service Level Management AIMM (HP) Report 10 Network Operations Center Launched Measure Application Monitoring Virtual Server Farm Replacement

43. DISC Assessment Phase 1: Dominance, Influence, Steadiness, Compliance

44. Management Action Plan Results through Present 2010 2011

45. Capacity & Availability Reporting Phase 1 Capacity Report

46. Capacity & Availability Reporting Phase 1

47. Resource Planning Key Metrics 3 Week Summary (by organization unit):

48. Resource Planning Key Metrics 3 Week Summary (by project): Projects with late tasks:

51. Build & Transition

53. Culture & IT Staff Maturity

54. Demand, Supply & IT Governance AIMM (HP) Report 34 ACS Program Executive hired Ticket Aging Process 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 Not a single failed non-standard RFC Not a single Service Level Breach Data Center Tour Tech Fest (DISC)

55. ITSM Organizational Design Phase 2: Reorganization of NPS ASG IRM Process Security NPS OPS TSD PMO BA Plan & Design Build & Transition Operate & Maintain

56. ITSM Organizational Design

57. SDR SDP – Issues identified through the process

60. Build & Transition

62. Culture & IT Staff Maturity

63. Demand, Supply & IT Governance AIMM (HP) Report 34 ACS Program Executive hired Ticket Aging Process 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 Not a single failed non-standard RFC Not a single Service Level Breach Data Center Tour Tech Fest (DISC)

65. Not a single Service Level Breech

66. Incidents – from over 5 days to 1

67. Not a single failed non-standard RFC

68. Service request turnaround improvements (100%)- Marshall Goldsmith

69. Marketing Brochure Phase 3: “Mini Service Catalog”

70. Marketing Brochure Phase 3: “Mini Service Catalog”

72. Driving Continuous Improvements Phase 4 2011 Method Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec ITSM based Reorganization ITSM Integrated Suite Launch – FULL SUITE (CMDB, Change, Release…) Plan Service Catalog MSB Planning Success Customer Survey (Jul – Dec 10) Implement IT Service Management Path to Maturity Absorb Service Level Management AIMM (HP) Report 10 Network Operations Center Launched Measure Application Monitoring Virtual Server Farm Replacement

73. Network Operations Center Phase 4

74. Custom Written Integrated ITSM Suite Phase 4: BMC Suite through the Cloud

76. Evidence of Improvements Results Incident Tickets Percent Resolved

77. Evidence of Improvements Results

78. Evidence of Improvements Results

79. Evidence of Improvements Results: HP’s Converged Infrastructure Maturity Model

80. Evidence of Improvements Results: HP’s Converged Infrastructure Maturity Model

81. Evidence of Improvements Results: HP’s Converged Infrastructure Maturity Model

82. Evidence of Improvements Results: HP’s Converged Infrastructure Maturity Model Head count Top 10% - 27%

83. Evidence of Improvements Customer Survey Scale: 1 = worst; 4 = best

85. Driving Continuous Improvements Phase 5 2011 Method Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec ITSM based Reorganization ITSM Integrated Suite Launch – FULL SUITE (CMDB, Change, Release…) Plan Service Catalog MSB Planning Success Customer Survey (Jul – Dec 10) Implement IT Service Management Path to Maturity Absorb Service Level Management AIMM (HP) Report 10 Network Operations Center Launched Measure Application Monitoring Virtual Server Farm Replacement

86. Service Catalog Internet Service Provider

87. Extend ITSM Based Organization Move the Plan & Design Group and the Build & Transition Group “up”

89. Conclusions & Lessons Learned Financial distress clouds have their silver linings in IT environments. Working together in the face of a single galvanizing event Speak with “one voice” It Takes an IT mojo-driven strategy to implement sustained continued improvements in financial distress. Courage and consistency; buy-in Incremental changes (process, organizational), planning and soft skills provided results New leadership can ignite IT Mojo. Common goals Common messages Establish a drumbeat to pace the changes and measure visibly and consistently. Messaging consistency Allow the organization to digest changes Establish key measurements of the categories shown in the customer surveys. Report on them Make sure everyone knows what’s being measured Establish a consistent program of accountability . Report on them Make sure everyone knows what’s being measured 7. Benchmark the organization before commencing the journey.