Collin County’s Doing More with Less How Collin County’s ITIL Framework has worked to do more with less.
Agenda • Background • TAGITM 6/8/2008 – ITIL Presentation • Where we were • The Process • Focus on individual areas defining the process • The Results • Customer Satisfaction • Agility within IT
IT Delivery & Support Model Service Level Management IT Service Delivery & Planning Financial Management Availability Management Budgeting Accounting Charging Service Delivery Service Level Management IT Service Continuity Management Capacity Management Incident & Problem Lifecycle Management Infrastructure Change Management Change Management Service Support Problem Management Incident Management Configuration Management Release Management Front Office Back Office
Support Process Model Difficulties, Queries, etc. Updates, Workaround, etc. Service Desk Function Systems Management Tools The Business, Customers, Or Users Changes Customer Survey Reports Incidents Releases Incident Management Problem Management Change Management Release Management Configuration Management Service Reports Incidents Stats Audit Reports Problem Stats Trend Analysis Problem Reports Problem Reviews Known Errors Audit Reports Change Schedule CAB Minutes Change Stats Change Reviews Audit Reports Release Schedule Release Stats Release Reviews Secure Library Audit Reports CMDB Reports CMDM Stats Policy Standards Input Assessments Audit Reports ITSM Process Meta-Data Model
Delivery Process Model Systems Management Tools The Business, Customers, Or Users Alerts & Exceptions Requirements Targets Achievements Service Level Management Financial Management Availability Management Capacity Management IT Service Continuity Management SLA, SLRs, OLAs Service Reports Service Catalog SIP Exception Reports Audit Reports Financial Plan Types & Models Cost & Charges Reports Budget & Forecasts Audit Reports Availability Plan AMDB Design Criteria Targets/Thresholds Reports Audit Reports Capacity Plan CDB Targets/Thresholds Capacity Reports Schedules Audit Reports Continuity Plan Risk Analysis Control Centers DR Contracts Reports Audit Reports ITSM Process Meta-Data Model
ITIL’s Maturity Model Source: ITIL: Planning to Implement Service Management (2002, p.187-190)
Collin County ITIL / ISO Service Delivery Service Support Transform Plan Build Run • Enterprise Architecture Services • IT Strategy and Planning • IT Quality Assurance • Application and Data Architecture Standards • Application Portfolio Management (CAP) • R&D Research • Business Continuity and Disaster Recovery • Audit Liaison • Enterprise Security Office • Project Management and Delivery • Change Management • IT Budget and Metrics • Demand Management • Application Development and Maintenance • Problem Management • Database Administration • Data Warehouse • System Testing and Support • Internet / Intranet • Service Desk • Level 1 and 2 Infrastructure Service Support • Network Support • Server Support • Desktop and Printer Support • Mid-Range Operations • Data Center Operations
Process - Progress • 2008 • Day to Day Operations – Service Support • Transform Team – Focus on where we’re heading • 2009 • Infrastructure – Building the foundation • PMO Office Begins • 2010 • Enhance PMO with Business Analysis • Focus on Build / Applications Teams
Executive Summary Matrix Management for PFPs – October 1, 2010 project managers wrote PFP objectives, matrix management extended past the EAS team into Security and PMO Organizational Change – Plan and Project teams moved to perspective areas – Complete October 1, 2010 Initiate the Business Analyst Role – Began training in October 2010 – Customer Advocates ramped up business meetings. Refocus on Project Management Office – October 1, 2010 simplified PMO, completed additional awareness meetings and enforced PMO process for projects. Plan alignment of goals to projects – October 2010 goals align with business goals at that time. Clearly define ITIL Processes – This was part of the PFP’s this year and divided among the management team to complete. Application / Development Roadmap – in progress
Collin County Infrastructure The Old and New Designs
Collin County Infrastructure The way it used to work showing a real rack diagram in the Collin County data center
Collin County Virtual Infrastructure How it works today with virtualization
Results The IBM Beacon award information is on the IBM website now. (http://www-01.ibm.com/software/success/cssdb.nsf/cs/DLAS-8CJMM3?OpenDocument&Site=corp&cty=en_us ) The award page is https://www-304.ibm.com/partnerworld/wps/servlet/ContentHandler/2010_beacon_winners_technical.html where our solution (submitted by Sirius) won in the Technical Excellence Category beating Runners up Virtech Solutions (Jordan) and Sogeti (France) as the best “Overall Technical” solution in the world! Not just Collin county, or Texas, or USA, but beat out all solutions from all countries in the world for technical excellence.
Collin County’s Virtual Infrastructureand DMZ Environment How Collin County’s Virtual Environment Works Together