A Route to QualityINFORMATION TECHNOLOGY

July 11, 2007

Topics To Be Covered

Introduction How do we get to Quality? The Missing Link Methodology Overview What’s in it for me! Where do we go from here Service Desk Project Management Summary

Introduction

Process Procedures Accountability Repeatable Documented Reliability Standardizatio

n Quality Control Structured

Dependable Understood Known Knowledge Best Practices Frameworks Value Policies Services

How Do We Get To Quality?

Quality/Value

Documented and Enforced Process and Procedures/SLA’s/Accountability

Policies/Objectives/Requirements/Best Practices/Frameworks/Services

Methodology (i.e. ITIL, CobiT, ISO 17799, Sarbanes)

Standards/Structure/Organization/Repeatability/Knowledge

The Missing Link

The glue to bind everything together for us…

IT Infrastructure Library (ITIL)

"the key to managing IT services"

ITIL® (the IT Infrastructure Library) is the most widely accepted approach to IT service management in the world. ITIL® provides a cohesive set of best practice, drawn from the public and private sectors internationally. It is supported by a comprehensive qualifications scheme, accredited training organisations, and implementation and assessment tools.

Methodology Overview

ITIL has been adopted by hundreds of organisations worldwide. These include:

Microsoft IBM Barclays Bank HSBC Guinness Procter & Gamble British Airways Ministry of Defence Hewlett Packard

Methodology Overview

ITIL aligns with the following methodologies and certifications for future maturity:

CobiT ISO 17799 soon to be ISO/IEC 20000 Sarbanes-Oxley

Methodology Overview

The IT Infrastructure Library (ITIL) is aligned to a service lifecycle. This approach is expressed by its division into five core areas that link to the business.

Service StrategyService Management Lifecycle, Service Strategy, Strategy Generation, Financial Management, Service Portfolio Management, Demand Management, Organizational Development & Design, Implementing Service Strategy

Service DesignService Design Principles, Service Design Processes, Service Portfolio Design, Service Catalogue, Service Levels, Capacity Management, Availability, Service Continuity, Information Security, Supplier Management, Service Design Technology, Service Design Implementation

Service TransitionService Transition principles & Processes, change Management, Asset & Configuration Management, Knowledge Management, Service Release Planning, Performance and Risk Evaluation, Acquiring Assets, Build and Test Release, Service Release, Deployment, Decommission & Transfer, Common Operation Activities, Technology Considerations, Implementations

Service OperationService Operation Principles & Processes, Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, Common Service Operation Activities, IT Operations, Server Management and Support, Desktop Support, Middleware, Internet/Web Management, Application Management, IT Security, Organization Service Operation, Service Desk, Technical Management, IT Operations, Service

Continual Service ImprovementContinual Service Improvement Principles & Processes, Measurement & Control, Assessments & Analysis, Service Level Management, Organizing for Improvement

What’s in it for me!

The effective adoption of best practices can provide many benefits, especially in the area of technology. These include:

▪ Avoiding re-inventing the wheel▪ Reducing dependency on technology experts▪ Increasing the potential to utilize less-experienced staff if properly trained▪ Making it easier to leverage external assistance▪ Overcoming vertical silos and nonconforming behavior▪ Reducing risks and errors▪ Improving Quality▪ Improving the ability to manage and monitor▪ Increasing standardization leading to cost reduction and increased capacity▪ Improving trust and confidence between management, teams, and partners▪ Creating respect from regulators and other auditors▪ Safeguarding and proving value▪ Helps strengthen supplier/customer relations▪ Make contractual obligations easier to monitor and enforce▪ Improve market position with customers with compliance and accepted standards

Where do we go from here?

To start we have selected two areas that we felt would help maximize our push towards improved quality;

1) Service Desk▪ First point of contact to the IT department▪ Best starting point to start enforcing proper process and procedures adherence▪ All Incidents and Requests start here▪ Any improvement in first call resolution here directly improves availability of Tier II Personnel

2) Project Management▪ Anything new to the environment starts here▪ Best starting point to enforce Quality Control▪ Best starting point to enforce best-practices (PM, SDLC, QA)▪ Best starting point to enforce proper documentation and communication

Service Desk

New ACD (Automatic Call Distribution) and Phone Queue - Live Evenly distributes the calls to the team to balance workload Users now have the ability to wait rather than leave a message After hours queue now provides options including accesss to after hours support queue Detailed Call Reporting (Queue and Individuals)

(Total Calls, Average Speed to Answer, Direct Call Processing Time, Time on Hold, Time Waiting and Ready, Average Wait Time, Number of Outbound Calls, Average Outbound Call Time, Average Position Busy, Average Manned Time, Longest Wait Time, Number of Abandoned Calls)

New Ticketing Tool (IssueTrak) - Testing Currently in testing with Purchasing and First Call Resolution Calls at the

Service Desk Integrated Knowledge Base ITIL Based Incident, Request, Problem, Change, Asset/Software Management Automated Surveys Detailed Reporting (using detailed categories, types, closing codes, Locations, Regions..etc) SLA Management Escalation Management Vendor Management Web Based Portal for all users to access Public KB, View thier tickets, and ability to open tickets. Email Management

Service Desk

Work in Progress

Documenting Current process and Procedures Writing up new process and procedures around ITIL methodologies for new

tools/forms/processes Starting to Enforce proper form completion (Current Forms) New Forms Service Desk Newsletter Working on creating Process and Procedures for Table Maintenance Push to make Service Desk the central point of conduct for IT Up to date contact lists Up to date location lists ITIL Certification of Service Desk team Improved training planning of all Service Desk team Security Reviews (SYS1, SYS2, SSM) Disaster/Recovery Planning Severity levels Service Catalogue Samuel IT Framework portal (Process, Procedures, SLAs, Service Catalogue, Best

Practices, Policies…etc)

Project Management

Implementing a new centralized project management tool (Microsoft Office Project Server)

Pilot is taking place over the next 6-10 weeks General Roll-Out to all IT Staff in the 4th Quarter General Roll-Out to all project participants in the

new year

Project Management

Enterprise Project Management Can Help

More than 94% of the respondents stated that implementing project management added value to their organizations

All size organizations in all industries reported improvement

25%

15%

15%

20%

Return onInvestment

Productivity

Time to Market

Project/ProcessPerformance

The Value of Project Management, Project Management Solutions, 2002

Project Management

Key Project Quality issues being Addressed and Improved

▪ Project Standardization (Process and Procedures)▪ Adoption and enforcement of approved industry standards such as

ITIL, PM, QA, SDLC.▪ Resource Management, Usage, and Capacity Planning▪ Task Management▪ Skills Management▪ Project Collaboration (Issues, Risks, Sharing, Team Discussions DB)▪ Communication▪ Project Budgeting▪ Real Time Control, Reporting, and Insight into project status and

issues▪ Variance Alerts – Milestones, Budget, and Tasks▪ Improved Project Reporting

Summary

This is just the beginning of our trip down the road of continuous improvement

Will be an iterative process We need you to encourage and sell

where we are headed and to create “positive” synergy – without your help we cannot make it work

We encourage feedback, suggestions, comments, and participation.