Planning for Commonwealth Service Excellence Oct. 8, 2010

1. Planning for CommonwealthService Excellence Oct. 8, 2010

2. Agenda

3. Why are we here ? • At June 2010 Commonwealth’s IT Strategic Planning session, SCIOs identified Service Excellence (SE) as a key Commonwealth IT Strategic Plan Initiative • Broad IT Objective: Ensure Business is being served by IT, and that customers understand and are satisfied by the IT Service experience • Commonwealth SE comprises of a set of service management protocols based on the industry-standard Information Technology Infrastructure Library (ITIL V3)

4. Outcomes from Sept. ISB* Meeting • Re-Define “ISB IT Service Level Management Sub-Committee” in relation to the Commonwealth’s Service Excellence Program • Reviewed the High Level Service Excellence Roadmap • Reviewed Specific FY11 Deliverables for Committee • Confirmed ITSEC Committee membership *Infrastructure Services Board

5. “IT Service Excellence Committee (ITSEC)” • Oversee co-ordination of the Commonwealth Service Excellence Program • Define Measureable Targets for High Level Service Excellence Goals • Continually Refine Service Excellence Vision • Assist ITD in the development of IT Service Management related Enterprise Policies • Drive Consistency of IT Service Management processes across the Commonwealth • Report to ISB and CCIO on progress in delivering Commonwealth Service Excellence Goals • Report to ISB and CCIO on IT Service Levels

6. Some feedback we have received • Culturally we are probably not as customer focused as we would like to be but then.. “What does it really mean to be customer focused?” • Should we be working to establish common service models in those areas where we interact …such as Desktop/Lan Services ? • If we had standard service models would that allow us to discuss SLO’s in a common way? • I.e. here is what a Commonwealth employee can expect OOTB as a standard desktop configuration supported by a standard Desktop/Lan Service or similarly for an application developer.. • Do we all really have the understanding of key terminology? I.e. what do we really mean by Tier 1 support? • How can we establish common metrics such as Incidents resolved on first call (i.e. by tier 1) unless we agree on what that means? • From a metrics standpoint do we all define Priority 1’s, 2’s etc in the same way ? • Would we want to be thinking about profiles of skills associated with commonly defined support levels and service components • Do we all interact with the same type of customer and if not what does that imply for Service Excellence from an expectation point of view.. Do we all need to become more aware of the customers view? • What is it then that we are really trying to do?

7. Establishing a vision • We are all potentially customers of one another.. • We want to be truly customer centric • Do we want to be in the business of defining what is “standard” ? • Can we establish some principles for the way we want to behave ? • What would we like to see in terms of how we inter-operate? • Can we develop a visual which depicts the ideal mode of interaction ?

8. 3 Year Roadmap – Proposed FY11 Goals • Establish Service Excellence Culture in IT • Pilot Enterprise Service Delivery tool at ITD • Develop Enterprise Policies, Processes and Metrics for Incident* Management • Develop SLOs and SLO Reporting across Commonwealth • *What is an Incident? • An unplanned interruption to an IT service, or • Reduction in quality of an IT service, or • Failure of an IT component that has not yet affected IT service.

9. 3 Year Roadmap – Proposed FY12/13 Goals • FY 12 • Develop Common Policies, Processes and Metrics for Change Management • Migrate ITD and Secretariats to a common hardware & software asset management tool • Implement Enterprise Service Delivery tool for Secretariats • FY 13 • Continue to Implement Enterprise Service Delivery tool for Secretariats • Institute single Commonwealth Virtual Operations organization • Establish single Service Metrics Reporting Framework

10. Committee Membership • Expectations of Service Excellence Committee members: • Responsible for championing Commonwealth Service Excellence initiatives across secretariat • Authority and capacity to drive agreed upon committee policies and procedures throughout each Secretariat • Fully participate in committee meetings on a consistent basis and provide timely, required reporting • Knowledgeable or able to quickly absorb knowledge of the ITIL framework Donna Perchase – EHS Nicholas Obodo – DOI Dennis McEvoy – ANF Evelyn Hyde - DOT Andrew Stevens – EOLWD Tom Blair - HED Jacquie Doherty - EEA Kevin Martin - ITD Ron Thompson – ITD Tom Esposito - ITD

11. Taking a leadership role • Developing a commonwealth vision and roadmap on SE for the commonwealth I.e. Bringing vision and a proposed policy/process • Willingness to help drive cultural adoption… Through the generation of creative ideas (working with each of our communications folks…): videos, articles about success, reaching out and marketing in everyway we can • Capacity to deliver change in our organizations

12. Appendix

13. Proposed FY11 ITSEC Deliverables (1) • Develop Service Excellence Culture in IT Community • Define charter, vision, plans, detailed roadmap, create & execute communication plan • Create a vibrant venue for sharing best practices across Secretariats and with other States • Expand upon ITIL eLearning program; Create full ITIL education path • Oversee Implementation of Enterprise Service Delivery Tool at ITD • Service Desk (SD): ITD Phase I implementation - Incident, Change, Request • SD: Determine rollout strategy of remaining Commonwealth customers • SD: Implement tool w/ initial Commonwealth customer • SD: ITD Phase II Implementation - CMDB (Network & Servers), PM, Event Mgt

14. Proposed FY11 ITSEC Deliverables (2) • Develop Commonwealth integrated processes and metrics for Incident management across • Develop & publish Commonwealth Incident Management Policy • Establish KPIs & consistently report to ISB • Establish Enterprise process for Classifying Service outage categories and high level classification of Incident root causes • Set Performance benchmarks and demonstrate use of above processes to improve Service Outage performances levels • Develop Service Level Objectives (SLOs) and SLO Reporting across Commonwealth • Agree upon definition of “Services” and SLO format/content • Deliver pilot reporting on a limited set of Services Commonwealth-wide • Establish commonwealth-wide process & roles for customer review of SLOs

15. Examples of Guiding Themes:ISB Operating principles • ISB Cost Recovery and Operating Principles • Rates should reflect the actual cost of delivering the service • - Subsidies among customers or services should be avoided- To ensure federal compliance, all customers should pay the same rates, for the same services- Allocation formulas should be reviewed with the ISB • Rates should be predictable • - ITD will work with ISB, TGB and customers to plan for technology obsolescence to avoid stranded investments in technologies getting phased out allowing for managed transition and in an equitable cost fashion- Technology replacements should be built into the rates and disincentives communicated to ISB • Overhead costs should be transparent and reviewed annually by the ISB • "Start-up" services should have budgets and be reviewed by the ISB • Exceptions to these principles should be communicated to the ISB with appropriate justification. • ITD will standardize on a limited number of supplier choices for a given technology while offering enough choices to provide for healthy competition for our business • - ITD will communicate the value proposition(s) associated with these standardization choices- TGB's Architectural standards guide the supplier choices- There will be a process for managing exceptions- these will be justified and managed through both the ISB & TGB, specifically the TGB project review sub-committee process (i.e. off-the-shelf packages with non-standard technology components)

16. Key Terminology • Service Desk • Incident • Priority 1,2,3 etc • Service Request • Tier 1,2, 3 • Service • Service Level Agreement • Service Level Objective • Operating Level Agreement

17. Challenges/Needs of Sec’s & Agencies • From minutes of August Helpdesk Consolidation Round Table: • Overcoming cultural disparities between call center personnel and end users. • Use of a Self Service mechanism within operational model. (Tivoli toolset while currently not promoting a Self Service Option, could be configured to do so. ) • ITD concerned with not having direct contact with the customer / end user may cause resolution delays. • Tiered Ticket response: Two paths of “reasonable response.” • Standard User • IT Professional • Non-standard Data Bases and Data Base management between agencies • Professional development for HelpDesk personnel – career paths, training etc. • Prior work done and areas of interest by SLM committee: • ISB SLM Sub-Committee has done work on IM policy, priority definitions, process, KPIs and had begin collecting Incident KPIs and categories of outages • ITIL Awareness audio/video CBT completed and available thru LearnIT • Shared Service Desk tool functionality of each Secretariat and also ITIL Roadmap • Interest shared on model workflows (i.e. desktop support) and tools for workflow (Donna) • As we look at major re-writes of our workflow as we consolidate Helpdesk’s, what if anything can be leveraged (esp. if we are planning for Tivoli) ?

18. Examples of Vision Statements Hewlett Packard Vision Statement: • We recognize and seize opportunities for growth that builds upon our strengths and competencies. • HP Mission: To make technical contributions for the advancement and welfare of humanity Nike's Vision Statement "To bring inspiration and innovation to every athlete*in the world"* If you have a body, you are an athlete. Toyota Vision Statement: "To become the most successful and respected lift truck company in the U.S.