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Agenda. Office of State Finance. Assistance/Request for Change. Governance. Reporting / Metrics. Agenda. Office of State Finance. Governance. Future. Implemented. Success Measures. Incident Something is broken or about to break.

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Agenda

Agenda

Office of State Finance

Assistance/Request for Change

Governance

Reporting / Metrics


Agenda1

Agenda

Office of State Finance

Governance


Demand governance

Future

Implemented

Success Measures

Incident

Something is broken or about to break.

Availability- Monitoring tools will provide service availability

Problem

Underlying “root-cause.”

Problem- # SQL Updates

Service Request

User needs assistance quickly to show them how to handle a specific situation, fix a goof they’ve made, or to perform a function that only CORE administrative staff are allowed to perform.

First Call Resolution %

Answer Time Per Call – Implemented with CRM/ITIL project

Request for Change

Users wants a change in system functionality to facilitate continuous improvement or regulatory requirements.

On time – Actual SR’s completed compared to 60 day plan

Demand governance

Projects

Cost more than $15,000. Includes rollout of services to new agencies, major enhancement requests, and major system patches/upgrades.

On time and budget– Actual delivery date and cost are within 10% of the planning estimates

New Service Projects

Cost More than $15,000. Includes implementation of new services not yet available


Governance

GOVERNANCE

Partner Meeting

  • Senior management briefing

  • Strategy / Portfolio Management

  • Permanent members OSF (DCAR, ISD) OPM, DCS

  • Revolving membership ODOT, OESC, DEQ, Commerce, DHS

Projects

HR/Payroll

Advisory Board

Finance

Advisory Board

Procurment

Advisory Board

  • Management briefing

  • Policy / Continuous Improvement

  • Lead by OSF (ISD/DCAR)

  • Agency Financial Leadership

  • Management briefing

  • Policy / Continuous Improvement

  • Lead by OSF (ISD/DCAR/DCS)

  • Agency Procurement Leadership

Future

Request for Change

Governance Committees and Meetings Have Been initiated


Agenda2

Agenda

Office of State Finance

Assistance/Request for Change

Governance


Terms service operations

1

2

4

3

Something is broken or about to break.

Repair as quickly as possible.

Open incidents are measured against SLAs.

Underlying “root-cause.”

Remains open until underlying issue is resolved.

Open Problems are not measured against SLAs.

Creates “work-arounds.”

Routine pleas for help – but nothing is broken. These include items like “can you tell me Joe Blow’s phone number”, “can you unlock my account”, and “will you reset my password.”

Non-routine request. Request to alter a service from its current state. Can apply to hardware, software, or configuration.

Terms (Service Operations)

Incident

Assistance Service Request

Problem

Enhancement Service Request / Request for Change

ITIL Training


Roles

Members of OSF who have PeopleSoft functional knowledge or institutional knowledge that will aid in both client discovery and then in the implementation and support

of the service.

This team develops estimates of effort required to fulfill the request from a non-IT functional perspective.

Composed of OSF IT staff responsible for performing software development and maintenance on the PeopleSoft systems.

This team develops technical estimates of effort required to fulfill the request.

Roles

Application Development Team

Functional Delivery Team

ITIL Training


Application request process flow sr s and rfc s

Application Request Process Flow (SR’s and RFC’s)

ITIL Training


Applicaton service request process flow

Applicaton Service Request Process Flow

Service Request

ITIL Training


Application service request process flow

Application Service Request Process Flow

Enhancement / RFC

ITIL Training


Application service request process flow1

Application Service Request Process Flow

Enhancement / RFC

ITIL Training


Sr work list stage codes

SR Work List - Stage Codes

ITIL Training


Work list

Work List


Service request policy

Service Request Policy

  • The Request process should be followed for all Assistance Service Requests and Enhancement Service Requests (also known as Requests for Change/RFC) in support of existing services.

  • Once an Enhancement Service Request has been added to the work list (spreadsheet), it will be closed in CRM with a standard solution reflecting that it has been added to the work list.

ITIL Training


Service request policy1

Service Request Policy

  • Estimates should be reviewed by CORE / App Dev Management before being presented to the Advisory Boards.

  • No work is to be performed on an RFC until estimates have been created and the SR has been prioritized by the appropriate Advisory Committee.

  • Expedited RFCs are the only exception.

ITIL Training


Agenda3

Agenda

Office of State Finance

Assistance/Request for Change

Governance

Reporting / Metrics


Demand governance1

Future

Implemented

Success Measures

Incident

Something is broken or about to break.

Availability- Monitoring tools will provide service availability

Problem

Underlying “root-cause.”

Problem- # SQL Updates

Service Request

User needs assistance quickly to show them how to handle a specific situation, fix a goof they’ve made, or to perform a function that only CORE administrative staff are allowed to perform.

First Call Resolution %

Answer Time Per Call – Implemented with CRM/ITIL project

Request for Change

Users wants a change in system functionality to facilitate continuous improvement or regulatory requirements.

On time – Actual SR’s completed compared to 60 day plan

Demand governance

Projects

Cost more than $15,000. Includes rollout of services to new agencies, major enhancement requests, and major system patches/upgrades.

On time and budget– Actual delivery date and cost are within 10% of the planning estimates

New Service Projects

Cost More than $15,000. Includes implementation of new services not yet available


Office of state finance

2011 Business Application Services Requests for Change


Office of state finance

Problem Management SQL Requests


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