Infrastructure Services Board (ISB)

1. Infrastructure Services Board (ISB)

2. Mission • To Advise the Commonwealth CIO regarding the Services and Service Level Performance of the Infrastructure Services provided by ITD. • Key Responsibilities • Define the ITD Chargeback Model - temporary • Oversee the ITD Services Portfolio • Monitor and Manage ITD Service Levels

3. Membership • Co-Chairs: • John Grossman (EOPS) • John Letchford (ITD) • Membership Criteria: • Distribution of Senior Business and IT Leaders from across the Executive Department who can speak for their Secretariat • Additional representatives from the Judicial and Legislative Branches, other constitutional offices, and quasi-public authorities whose entities are or become customers of ITD's Infrastructure Services and who accept an invitation from the Commonwealth CIO to participate.

4. Members • EOANF – John Letchford, TBD • EOPS – John Grossman • EOHHS – Terry Dougherty, Tom Curran • EOE – TBD • EEA – TBD • EOHED – TBD • EOLWD – TBD • MassDOT - TBD

5. Key IT Governing Bodies Key Responsibilities are driven through three sub-committees that report to the ISB. Portfolio Management Service Level Management Chargeback Model (short term) ISB Service Delivery MassMail Networks Data Centers Research & Develop Portal Policy & Standards Policy & Standards TGB Technology ESB Security Infrastructure Consolidation Local Gov’t Project Review Variance Technical Design & Patterns 5 Education & Awareness Emerging Technologies Mass ISAC

6. ISB Chargeback ModelSubcommittee • Define ITD Chargeback Maturity Reference Model • Establish the Vision for Chargeback • Adopt the Chargeback Capability/Maturity Reference Model • Apply Model to Infrastructure Services and supporting financial operations • Improve the Maturity of the Chargeback process • Set targets for improvement • Charter actions to improve the maturity of the Chargeback process • Review and support the actions • Address Challenges, develop mitigation strategies 8/28/2014 6

7. ISB Chargeback ModelSubcommittee • Chair: • Walter Brownell – ITD Deputy Chief Financial Officer • Membership: • L. Angeloni, ITD • M. Creen, ITD • M. Carroll, EOHED • M. Bradley, ANF • S. Bristol / J. Cadorette, MassDOT • B. Nichols, EEA • P. Ghannan, EOHHS • P. Gerrior, EOPS • J. Letchford, ITD • C. Hall, ADD Note: This subcommittee will be temporary in nature in order to implement a more robust chargeback model

8. ISB Portfolio Management Subcommittee • Oversee the development of the ITD Services Portfolio throughout the Service Development Lifecycle • Keep the Services provided aligned with the needs of the Commonwealth executive departments • Identify new Services to be developed • Set Service Levels • Manage modifications to existing Services • Retire Services when no longer needed • Oversee the provision of Services • Service Catalog Management – the specific services offered • Supplier/Provider Management – how services are provided • Demand Management – align supply with demand • Financial Management – the costs, rates & revenues, approve rates 8/28/2014 8

9. ISB Portfolio Management Subcommittee • Subcommittee: • Portfolio Management • Chair: • Linda Kelly – ITD Service Account Management Director • Membership: • 6 x ITD Line of Business Directors • ITD DCFO – Walter Brownell • ITD CFO – Lou Angeloni • CCTO – Jason Snyder • DCCIO – John Letchford • ITD Finance Staff as needed

10. ISB Service Level Management Subcommittee • Ensure that agreed level of ITD service provision is attained and make recommendations for operational improvements as needed • Own Service Level Management processes • Report on Actual ITD Service Levels • Make Recommendations to Improve ITD Service Levels • Serve as the strategic oversight committee for the overall ITIL service management efforts for the Commonwealth • Define and manage a shared strategic vision for IT Service Management throughout the Commonwealth. • Oversee implementation of the IT Service Management Roadmap for the targeted processes • Identify and manage the integration of Service Management processes and activities across Secretariats and ITD • Assess ITIL Maturity of Commonwealth organizations 8/28/2014 10

11. ISB Service Level Management Subcommittee • Subcommittee: • Service Level Management • Co-Chairs: • Ron Thompson – ITD Director of Operations • Russ Murray – EHS Director of IT Operations Services • Membership: • Nicholas Obodo, EOHED DOI • John Charlton, EOT • John Holbrook, EOE • Jim Slater, EOPS • Roody Herrold, DIA • Linda Kelly, ITD Service Account Management Director • Emmet Millet ITD Incident/Request/Change Process manager • Donna Carnali, ITD E2E Tools Director

12. Preparation for First ISB meeting • Pre-requisites: • Measureable progress on key deliverables from sub-committees that can be reviewed with ISB • Governance measures are defined so that they can be reviewed on an ongoing basis by ISB. • Target Duration: • 90 minutes • Scheduling: • Mid to Late October • Frequency: • Monthly initially, moving to Bi-Monthly

13. Proposed Agenda for First ISB Meeting • Kick Off & Introductions • Reports from Sub-Committees • Portfolio Management • Plan for FY11 Draft Rates • Approach for setting the rates • Any significant changes to major services, new services • Service Level management • Accomplishments and Plans • Chargeback Model • Accomplishments and Plans • Review of Governance Metrics • Other Topics • ITD Culture and how to bring ITD staff closer to the business