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Commonwealth of MA - ITIL Implementation

Commonwealth of MA - ITIL Implementation. Government Technology CTO Conference March 20, 2006 Bethann Pepoli, Deputy CIO. Agenda. Problem Statement Vision How we got started Success Criteria Timeline Next Steps Lessons Learned Questions?. Problem Statement. Current State

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Commonwealth of MA - ITIL Implementation

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  1. Commonwealth of MA - ITIL Implementation Government Technology CTO Conference March 20, 2006 Bethann Pepoli, Deputy CIO

  2. Agenda • Problem Statement • Vision • How we got started • Success Criteria • Timeline • Next Steps • Lessons Learned • Questions?

  3. Problem Statement • Current State • Technology silos • No ability to commit to service levels • Inconsistent processes and handoffs • High cost of delivering services • Inability to measure success

  4. Process Systematic Problem Solving Vision ITIL SERVICE DELIVERY and SERVICE SUPPORT Process Initiatives Project Approval Requests Process Service Delivery Life Cycle Rollout Executive Committee Review Prioritization and Approval Pre-Implementation Design, Funding, Plan Validation Pre-Implementation Production Readiness Risk Assessment Quality Management – Project Review Boards

  5. People Technology Process Vision • Translation… • People – pro-active, collaborative, highly skilled • Process – consistent, meaningful • Technology – single entry point for customers, integrated solution

  6. How we got started • Decided on a framework • Executive buy-in • Identified Funding Source • Capability Assessment • Roadmap • Associate to other business initiatives; E2E • Ensure Success Criteria - Key Performance Indicators (KPIs)

  7. Success Criteria • Developed as documentation complete • Incident KPIs • % Increase in the Incidents Resolved by First Line • % Increase in the Incidents Fixed Before Users Notice • Problem KPIs • % Reduction of the Time to Diagnose Problems • % Reduction in Repeat Incidents/Problems • Change and Configuration KPIs • In development

  8. Timeline • 2004 • Executive Buy-in • ITSM Capability Assessment • 2005 • Roadmap Development • ITIL Foundations Training – 40 managers • Incident and Problem Management Documentation • 2006 • Change and Configuration Management Documentation • Incident Management Training – 30 Analysts • Problem and Change management Training – 50 staff • Formalize Program Office • Continuity, Availability, and Capacity Management Documentation • Foundations Training – 30 managers

  9. Next Steps • Complete Service Level, Financial, and Release Management Documentation • Create and Monitor KPIs; modify processes as needed • Continue Education • Utilize ITIL success as differentiator with customers

  10. Lessons Learned • Create Program Office First • Create awareness program for employees with context • Differentiate Policy from tool service delivery early • More Business Process Training

  11. Q&A

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