1 / 26

IT Support Centralization Lowers Costs and Improves Service

IT Support Centralization Lowers Costs and Improves Service. LLNL Org Chart. Technicians Pre-Restructure. Safety & Environmental Protection. Laboratory Services. Administration & Human Resources. ERD 2.5/120. BSD 1/320. ICS 2/108. HR 3/250. PE 2.6/205. PROC 2.6/124. TID 2/130.

shalom
Download Presentation

IT Support Centralization Lowers Costs and Improves Service

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. IT Support Centralization Lowers Costs and Improves Service IM-LLNL-PRES-413328 AJWoolverton

  2. LLNL Org Chart IM-LLNL-PRES-413328 AJWoolverton

  3. Technicians Pre-Restructure Safety & Environmental Protection Laboratory Services Administration & Human Resources ERD 2.5/120 BSD 1/320 ICS 2/108 HR 3/250 PE 2.6/205 PROC 2.6/124 TID 2/130 IM-LLNL-PRES-413328 AJWoolverton

  4. Technicians Post-Restructure Operations and Business Principal Associate Director Frank Russo O&B Computer Support Unit ISMS Re-Verification Staff Relations Institutional Facilities Planning & Mgmt Project Management/ Project Controls LLNS/LANS Integration Business Strategic Human Capital Management Facilities & Infrastructure Nuclear Operations IM-LLNL-PRES-413328 AJWoolverton

  5. Advantages of Using a Functionally Aligned Structure IM-LLNL-PRES-413328 AJWoolverton

  6. Growing Pains IM-LLNL-PRES-413328 AJWoolverton

  7. What a Roller Coaster Ride! IM-LLNL-PRES-413328 AJWoolverton

  8. SLA Response Times IM-LLNL-PRES-413328 AJWoolverton

  9. Coming Together IM-LLNL-PRES-413328 AJWoolverton

  10. Operation and Business Computer Support Unit IM-LLNL-PRES-413328 AJWoolverton

  11. 4-4357 (4-HELP) 4Help Analyst Email User encounters a problem Remedy Web Page Service Desk-Based Support GOAL: Tier 1 handles 45%-60% on first call • General questions • Troubleshooting • Software installations • Application support Can be answered here (Tier 1) or pass to PD staff to handle (Tier 2) ?? Tier 3 handles issues unresolved from tier 2 or related to service issue. Institutional 4Help gets request Tier 2 handles those which require hands-on assistance • Hardware repair • Advanced troubleshooting • OS Upgrades • Special domain knowledge • Unix/Linux support Remedy IM-LLNL-PRES-413328 AJWoolverton

  12. LANDesk Solutions • Centralized Configuration Management • Security Patch Management • Published Software Catalog • Remote Management • Certification and Accreditation IM-LLNL-PRES-413328 AJWoolverton

  13. Enterprise Network Solutions IM-LLNL-PRES-413328 AJWoolverton

  14. Server Consolidation • 160 Servers in the environment • Well over half not under warranty/hw-support • 47 moved to data-center so far, 30 more planned • 12 virtualized so far, 20-40 more planned • 45 desktop “service” servers to be consolidated • 6 file and print servers consolidated so far • 19 file servers to be consolidated • 15 backup servers to be consolidated • 5 FileMaker servers to be consolidated IM-LLNL-PRES-413328 AJWoolverton

  15. Cyber Security • Single POC for Information System Security Officer (ISSO) • Single Organizational Information System Security Officer (OISSO) IM-LLNL-PRES-413328 AJWoolverton

  16. Life Cycle Management • Lease to Own Agreement • 3 Year Life Cycle • Retires Multiple Systems • Reduces Total Number Supported • Eliminate Apples Wherever Possible • Creates Homogeneous Environment • Supports Configuration Standard • Supports Software Automation IM-LLNL-PRES-413328 AJWoolverton

  17. Deployment IM-LLNL-PRES-413328 AJWoolverton

  18. Six Sigma IM-LLNL-PRES-413328 AJWoolverton

  19. Operations Improves IM-LLNL-PRES-413328 AJWoolverton

  20. Tier 2 Metrics IM-LLNL-PRES-413328 AJWoolverton

  21. Queue Length IM-LLNL-PRES-413328 AJWoolverton

  22. LANDesk Metrics IM-LLNL-PRES-413328 AJWoolverton

  23. Service Desk Improves IM-LLNL-PRES-413328 AJWoolverton

  24. Team Work IM-LLNL-PRES-413328 AJWoolverton

  25. Ongoing Improvements • Career Growth and Development for Technicians • Time for the ’Personal Touch’ and ‘Going the Extra Mile’ for the Customer IM-LLNL-PRES-413328 AJWoolverton

  26. Achievement! • Cost Savings • Efficiency Improvements • Challenges for the Future IM-LLNL-PRES-413328 AJWoolverton

More Related