Software

Business Intelligence

Technology Customer Support

* Data center maintenance* Server and application virtualization* Disaster recovery & business continuity* Enterprise storage consolidation * Active directory provisioning of staff and students* File and print cluster maintenance* ERP hardware support* Data forensics

* Custom application developmentPayroll applications (time & attendance)Student assignment algorithmHR applications (staffing, transfers etc.)School safety web applicationsMobile platform applications

* Interfacing with disparate data systems* District web server maintenance* Active directory and student account provisioning* Electronic document management * SharePoint administration* Data warehouse

* Custom report development (e.g. Infinite Campus, MUNIS)* Design and develop

Quality indicatorsDashboard Student assignment algorithmBalanced scorecard and other decision support systems

* Specialized data extraction for payroll, HR and students * Data extraction for student labels

* Image depot and district-wide imaging services* District-wide technology support* Application troubleshooting* Infinite Campus permission management* Active directory password services* Email access and mailing list support * Remote troubleshooting of systems* Software installation

MIS

PlatformServices

Systems Development

Used by Different Business Functions

Management Information Services

3

Agile Methodology

Prior Kanban Board

4

Current Kanban Board

5

Kanban – summary Visualize Work

workflow, bottlenecks, queues, assignments

Limit Work in Process (WIP) keep work flowing

avoid multi-tasking

Manage Flow and Measure balance workload

use metrics for analyzing and improving flow of work

6

Scrum – summary Deliver the highest value to the business in the shortest time

Sprints – break down work into 2 week periods

Daily Stand Up Meetings (15 minutes) What did you do yesterday? What will you do today? Do you have any impediments/roadblocks?

Adaptability to change – quicker and easier

Customer involvement participation in stand-up meetings providing demos of potentially shippable products

7

Daily Stand Up Meeting Schedule

8:00 AM – 8:15 AM - WhatsTheDeadLine Team (Cheul Hwang) Guy Clark, Janet Mikes

8:30 AM – 8:45 AM - NotMyBug Team (Josh Franey) Joe Cho, Chris Hall, Kurt Taylor

9:00 AM – 9:15 AM – RestNVest Team (Doug Sutherland) Mike Carmouche, Phillip Jones, Priya Mohanraj

9:15 AM – 9:30 AM - IGotNuthin Team (Daniel Waddell) Titus Anderson, Manuel Garr, Kyle McCormick, Alex Uhling

8

To Do

Collect more history for metrics velocity burn down charts forecasts cost of projects

Increase customer involvement stand-up meetings, demos, feedback, priorities

Make changes as needed

9

Lessons Learned Define your process first

workflow, work items to track, teams

Start off simple use post-its for Kanban Board

Have daily stand-up meetings team work communication accountability status

10

Resources Kanban

http://leankit.com/kanban/what-is-kanban/

http://www.isixsigma.com/dictionary/kanban/

Kanban: Successful Evolutionary Change for Your Technology Business

by David J. Anderson

Scrum https://www.scrum.org/

https://www.scrumalliance.org/

Scrum: The Art of Doing Twice the Work in Half the Timeby Jeff Sutherland

Kanban and Scrum Louisville Agile Forum: http://www.meetup.com/Louisville-Agile-Forum/

11

12

Cost Savings

Position Avg Hrly Rate Pct 100 Hour Cost Avg Hrly Rate Pct 100 Hour CostDatabase Administrator 57.80 20.00% $1,156.00 120.00 20.00% $2,400.00 $1,244.00

Enterprise Architect 55.39 30.00% $1,661.70 140.00 30.00% $4,200.00 $2,538.30

Software Developer 39.69 50.00% $1,984.50 110.00 50.00% $5,500.00 $3,515.50

TOTAL COST 100 HOUR PROJECT: $4,802.20 $12,100.00 $7,297.80

MIS GSA Contractor

Software Development Average Cost - 100 Hour Project

Technology Service Desk

Goals for this presentation:

Metrics – show pain spots and solutions to resolve them.

Cost Analysis- show how the JCPS service desk is cheaper than outsourcing.

From the last meeting we discussed what changes can be made to improve performance?

Automation, Automation, Automation Managed email groups – In progress Automated Staff IC account creation/permissions Automated Parent portal account creation Self Service domain password resets – In progress New Addition – integrate Infinite Campus accounts with

Active Directory

How will the new provisioning system affect email distribution groups?

Time will tell. From January 1, 2014 – December 31, 2014, 1616 email distribution groups

tickets completed.

Solution: Create a website where employees have to register in order to reset forgotten passwords.

20% of Total tickets have a survey sent. 16% of surveys sent are returned. Solution: Send more surveys out and make the survey email more enticing.

Direct Labor Requirement for Processing Calls at the Service Desk -Gross Staffing Model –January 1,2014 – December 31,2014

Submission Method

Phone Web EmailWalk-In (Image Depot)

Total

% of Incidents/Requests

47% 17% 35% 1% 100%

# of Incidents/Requests

3,761 1,260 2500 100 7437

Average Processing Time of each Incident/Request

7 10 5 30

Service Desk Cost Analysis

Numbers are based on the HDI 2014 Practices and Salary Report - Information is provided by 873 technical support professionals.

HDI Rates per ticketMedian fully

burdened costNumber of requests

per monthTotal cost per

month

Cost per phone call $14.00 3761 $52,654.00Cost per email $10.00 2500 $25,000.00Cost per walk in $20.00 100 $2,000.00

Cost per web $10.00 1260 $12,600.00

Total Yearly Cost if outsourced

$92,254.00Per Month $1,107,048.00

JCPS Service Desk Rates - **fully burdened

cost

Number of requests per

monthTotal cost per

month Total Cost of

service desk is Cost per phone call (avg minutes 7) $3.43 3761 $12,900.23 $320,030.76Cost per email (avg minutes 5) $2.45 2500 $6,125.00

Cost per walk in (avg minutes 30) $14.70 100 $1,470.00JCPS Savings by not outsourcing

Cost per web (avg minutes 10) $4.90 1260 $6,174.00 $787,017.24

$26,669.23Per Month 71.09%Savings!!

** - Average cost per employee per minute is 49 cents (this is tier I, II, III and Lead). This is calculated by taking the fully burdened hourly rate average for all tiers $29.39/60=.49 - then multiplying average minutes per Phone, Web,

Email and Walk in by .49 to get average cost per incident.

Virtual Machines

340

350

360

370

380

390

400

Virtual Machine Count

Actual Projected

020406080

100120

Current Virtual Machines by Type

Admins Students

Storage: Enterprise

44.8 46.07

44.13 54.97

7.87.811.25

12.2524.4124.41

0

50

100

150

200

9/18/2014 3/10/2015

Storage Utilization By Type (in Terabytes)

Application Database E-School

File Server Other School

Storage Server Capacity - March 2015

Storage Server Online Raw (GB) Approximate Usable (GB) Allocated (GB) Available (GB)

HP EVA 6500 – 1 100,440 66,960 44,112 22,848

HP EVA 6500 – 2 120,528 96,422 83,432 12,990

HP 3PAR 248,976 207,480 74,398 133,082

Hitachi AMS 2300 93,744 46,872 0 46,872

Total 434,832 417,734 201,942 215,792

Storage: Student Folders

0

50,000

100,000

150,000

200,000

Number of Student Folders

Archive Elementary High

Middle Other Special

02,0004,0006,0008,000

10,00012,000

Total Usage (in Gigabytes)

Archive Elementary High

Middle Other Special

Storage: Backup

14,737.26 14,033.0916,082.73 17,063.54

14,536.07 14,259.4314,938.45

14,969.89

2,839.002,669.08

2,205.36 2,007.123,716.903,932.83

3,331.05 2,523.95

0

5,000

10,000

15,000

20,000

25,000

30,000

35,000

40,000

Dec-14 Jan-15 Feb-15 Mar-15

NetBackup Disk Pool Utilization (in Gigabytes)

e275nbuss04

e275nbuss03

e275nbuss02

e275nbuss01

System Monitoring

Time Unavailabl

e (minutes), 749,331 ,

1%

Total Poll Time

(minutes), 50,628,912

, 99%

System Uptime

Time Unavailable (minutes) Total Poll Time (minutes)

Packets Sent,

1,719,994 , 5%

Packets Lost,

34,776,450 , 95%

Total Packet Transfers

Packets Sent Packets Lost

Virtual Desktop Infrastructure: Education Use Cases

Courtesy Dell®

Virtual Desktop Infrastructure: Cost Savings

Desktop Power Utilization

Dell Wyse Power Utilization

Savings for desktop virtualization

70

Watts in use

6Watts in sleep

$6.00Annual per desktop cost

$270KAnnual desktop cost

7

Watts in use

1Watts in sleep

$0.60Annual per desktop cost

$27KAnnual desktop cost

90%Less power consumption

85%Less power while in sleep

90%Less energy cost

$243KAnnual cost savings

Courtesy Dell®

Virtual Desktop Infrastructure: Cost Savings

$-

$500,000.00

$1,000,000.00

$1,500,000.00

$2,000,000.00

$2,500,000.00

$3,000,000.00

Year 1 Year 3 Year 5 Year 10

Desktops

$2.4 Million Savings

Estimate based on 45,000 desktops

Courtesy Dell®

10 Year Hardware Cost Savings

Virtual Desktop Infrastructure: Cost Savings

Client Device 4 Year Cost 10 Year CostEstimated

Maintenance Total CostDesktop $27 M $67.5 M $10 M+ $77.5 MWyse Client $15 M $15 M $200k $30.2 M

Based on Average Desktop cost of $600

• Desktop lifecycle is 3-4 years• Wyse client lifecycle is 7-10

years• $25 per hour for break/fix and

install

$40.3 Million Savings

Courtesy Dell®

10 Year Hardware Cost Savings

Virtual Desktop Infrastructure: Deployment

8 different templates and 8 Remote Applications

8 blades running the virtual desktops

Pilots in effect with:Phoenix @ Myers HRCES Training Lab

STCs asking to try-and-buy

Virtual Desktop Infrastructure: Next Steps

Implement Software Standards

Get More Feedback

Test More Software

Do Print Server Project

Bring More People Onboard

Projects: Status

0%10%20%30%40%50%60%70%80%90%

100%

Projects: Timeline

Projects: Resources

0

200

400

600

800

1000

1200

1400

Project Resource Utilization

Seekell; Roger P

Olliges; Will R

Lingad; Donald

Harris; Annette R

Barham; Joe W

Anderson; Nat P.

Platform Services Average Cost

MIS GSA Contractor Cost Savings

Position Avg Hrly Rate Pct 240 Hour Cost Avg Hrly Rate Pct 240 Hour Cost

Project Manager/Architect 55.47 20.00% $2,662.56 120 20.00% $5,760.00 $3,097.44

Systems Engineer/Virtualization 47.97 35.00% $4,029.48 140 30.00% $10,080.00 $6,050.52

Systems Administrator 42.23 45.00% $4,560.84 100 50.00% $12,000.00 $7,439.16

TOTAL COST 240 HOUR Baseline Week: $11,252.88 $27,840.00 $16,587.12

Note below:

Microsoft Rate 250 100.00% $60,000.00 $43,412.88

240 Hour Baseline Week