collin county’s doing more with less

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Collin County’s Doing More with Less How Collin County’s ITIL Framework has worked to do more with less.

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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. - PowerPoint PPT Presentation

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Page 1: Collin County’s Doing More with Less

Collin County’s Doing More with Less

How Collin County’s ITIL Framework has worked to do more with less.

Page 2: Collin County’s Doing 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

Page 3: Collin County’s Doing More with Less

The Traditional Organization

Page 4: Collin County’s Doing More with Less

IT Delivery & Support Model

FinancialManagement

Budgeting Accounting Charging

Serv

ice

Deliv

ery

Serv

ice

Supp

ort

Service Level Management

Service Level Management

Availability Management

CapacityManagement

IT ServiceContinuity

Management

IT Service Delivery & Planning

Incident & Problem Lifecycle Management

IncidentManagement

Problem Management

Change Management

Configuration Management

ReleaseManagement

Infrastructure Change Management

Front Office Back Office

Page 5: Collin County’s Doing More with Less

Support Process Model

ITSM Process Meta-Data Model

The Business, Customers,

Or UsersIncidents

Difficulties, Queries, etc.Updates, Workaround, etc.Service Desk

FunctionSystems

ManagementTools

Customer Survey

ReportsReleases

IncidentManagement

ProblemManagement

ChangeManagement

ReleaseManagement

ConfigurationManagement

Changes

Service ReportsIncidents StatsAudit Reports

Problem StatsTrend AnalysisProblem ReportsProblem ReviewsKnown ErrorsAudit Reports

Change ScheduleCAB MinutesChange StatsChange ReviewsAudit Reports

Release ScheduleRelease StatsRelease ReviewsSecure LibraryAudit Reports

CMDB ReportsCMDM StatsPolicy StandardsInput AssessmentsAudit Reports

Page 6: Collin County’s Doing More with Less

Delivery Process Model

ITSM Process Meta-Data Model

The Business, Customers,

Or Users

ServiceLevel

Management

FinancialManagement

AvailabilityManagement

CapacityManagement

IT ServiceContinuity

Management

Financial PlanTypes & ModelsCost & ChargesReportsBudget & ForecastsAudit Reports

Availability PlanAMDBDesign CriteriaTargets/ThresholdsReportsAudit Reports

Capacity PlanCDBTargets/ThresholdsCapacity ReportsSchedulesAudit Reports

Continuity PlanRisk AnalysisControl CentersDR ContractsReportsAudit Reports

RequirementsTargets

Achievements

SystemsManagement

Tools

Alerts&

Exceptions

SLA, SLRs, OLAsService ReportsService CatalogSIPException ReportsAudit Reports

Page 7: Collin County’s Doing More with Less

ITIL’s Maturity ModelLevel ITIL’s Maturity Model - Characterization

5Optimized

Process has strategic objectives that are institutionalized, self-contained improvements creating a pre-emptive capability.

4Managed

Process fully accepted in IT, with targets based on business goals. Proactive and integrated with other IT service management processes

3Defined

Documented process with process owner, but no formal recognition of its role in IT.Clearly defined and occasionally proactive

2Repeatable

Process activities are uncoordinated, without direction, focused on process effectiveness.Defined processes and procedures, largely reactive

1Initial

Little process management activity.Loosely defined processes and procedures, totally reactive, irregular unplanned activities

Source: ITIL: Planning to Implement Service Management (2002, p.187-190)

Page 8: Collin County’s Doing More with Less

Collin County ITIL / ISO

PlanTransform RunBuild

Service Delivery Service Support

•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

•Project Management and Delivery•Change Management•IT Budget and Metrics•Demand Management

•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

Page 9: Collin County’s Doing More with Less

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

Page 10: Collin County’s Doing More with Less

09 Audit Measurements

Page 11: Collin County’s Doing More with Less

09 Audit Results

Help Desk / Support, 24.1%

Applications Development,

24.1%Database

Administration, 3.4%

Network Management / Administration,

6.9%

Data Center Operations, 6.9%

Security Administration,

0.0%

Project Management /

Business Analysis, 10.3%

Other Non-Administrative IT Functions, 13.8%

Other Administrative

Activities, 10.3%

What is your primary area of responsibility? 29 Sept 09

Page 12: Collin County’s Doing More with Less

09 Audit Results

0

20

40

60

80

Unplanned, unscheduled (urgent)activities (e.g., troubleshooting, servicedesk calls, investigating incident tickets,

unplanned maintenance)

Planned, scheduled activities (e.g., serveror software upgrades, new system

implementations, planned maintenance,network monitoring, disk management,

capacity planning)

What percentage of your time do you spend on following types of activities? 29 Sept 09

Page 13: Collin County’s Doing More with Less

ON TARGET

Matrix Management for PFPs – October 1, 2010 project managers wrote PFP objectives, matrix management extended past the EAS team into Security and PMO

Executive SummaryOrganizational Change – Plan and Project teams moved to perspective areas – Complete October 1, 2010Initiate 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

Page 14: Collin County’s Doing More with Less

Help Desk / Support, 5.6%

Applications Development,

27.8%

Database Administration,

0.0%

Network Management / Administration,

5.6%Data Center

Operations, 5.6%Security

Administration, 2.8%

Project Management /

Business Analysis, 16.7%

Other Non-Administrative IT Functions, 27.8%

Other Administrative Activities, 8.3%

What is your primary area of responsibility? 20 July 2010

2010 Audit Results

Page 15: Collin County’s Doing More with Less

2010 Audit Results

Page 16: Collin County’s Doing More with Less

2010 Audit Results

0

20

40

60

80

Unplanned, unscheduled (urgent)activities (e.g., troubleshooting, servicedesk calls, investigating incident tickets,

unplanned maintenance)

Planned, scheduled activities (e.g., serveror software upgrades, new system

implementations, planned maintenance,network monitoring, disk management,

capacity planning)

What percentage of your time do you spend on following types of activities? 20 July 2010

Page 17: Collin County’s Doing More with Less

Collin County InfrastructureThe Old and New Designs

Page 18: Collin County’s Doing More with Less

The way it used to work showing a real rack diagram in the Collin County data center

Collin County Infrastructure

Page 19: Collin County’s Doing More with Less

Collin County Virtual Infrastructure

How it works today with virtualization

Page 20: Collin County’s Doing More with Less

ResultsThe 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.

Page 21: Collin County’s Doing More with Less

Collin County’s Virtual Infrastructureand DMZ Environment

How Collin County’s Virtual Environment Works Together