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Agenda Service Utilization Service Level Metrics Service Performance Review Incident Review Current / Future Service Plan Service Improvement Plan 2

Helpdesk Service Desk Service Desk Hosting Application Development Application Support Content Management Imaging Wiki Operations Custom Printing Courier Services Cabling Inside Plant Outside Plant Consulting Desktop Server & Mainframe Desktop Desktop Support & Calendar Data Center and Servers Data Center Space Offsite Media Storage Voice and Data Services Local Area Network Wide Area Network Remote Access Contact Center Security Policy and Procedures Risk Assessment Awareness Training Cyber Security Seminar Incident Response Disaster Recovery Patch Analysis Mainframe Hosting Distributed Server Hosting Anti-Virus Anti-Spam Whole Disk Encryption Intrusion Detection & Prevention (IDS/IPS) Web Filtering Mobile Device Management (MDM) IP Telephone PBX Telephone Audio Conferencing Web Conferencing Wireless Campus Broadband Network PMO Consulting File & Print Services Microsoft Licensing Implemented In Progress Planned Not Planned

Reporting / Business Intelligence Payroll/Human Resources Portal Services Business Application Services Enterprise Learning Management Manager Self-Service Employee Self Service OK.gov Licensing GovDelivery Online Filing System Bill Pay Common Checkout Transparency Financial Management Systems Extend / Collaborate Transaction / Streamline Human Resource; Payroll Higher Ed Interface Base Benefits; Time & Labor OK.gov Payment API Drupal CMS Go Gov! CMS AP Workflow E-Supplier E-Bill Payment Travel Expenses eProcurement Strategic Sourcing Licensing General Ledger Purchasing Accounts Payable Accounts Receivable Asset Management Inventory Budget Billing Projects, Grants, & Contracts P-Cards Grants Provisioning Human Resources Financial Analytics Procurement & Spending

Agency Specific Application Services Micros Fore Reservations

The Office of Management Enterprise Services The Incident SLAs are: Priority 1 Incident 15 Minute Response, 2 Hour Restore, 24x7x365 OMES ISD has a defined set of published Service Level Agreements (SLAs). The Service Desk is charged with understanding each SLA, attaching the correct SLA to the case based on specific factors and circumstances, and then assigning the case to the proper provider group. Priority 2 Incident 2 Hour Response, 4 Hour Restore, 24x7x365 Priority 3 Incident 24 Hours Response, 7 Day Restore, 24x7x365

The Office of Management Enterprise Services The Service Request SLAs are: Password 10 Minute Response, 20 Minute Resolve, 8:00 AM to 5:00 PM, Monday through Friday (excluding holidays) Routine – All other generalized service requests 8 Hours Response, 5 Day Restore, 8:00 AM to 5:00 PM, Monday through Friday (excluding holidays.)

Contact Speed to Answer – length of time it takes a for a Service Desk professional to respond to an inbound telephone call. First Call Resolution – percentage of inbound requests for assistance that are handled and resolved all within the Service Desk during the initial communication between the Service Desk Analyst/Specialist and the customer. Case Response and Resolve – measured from the moment the Service Desk assigns a case to the moment when the case is responded to or resolved. (matrix) 8 Service Level Agreement

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Incident Priority Impact: People & Service Severity: Time Severity 3-Low User cannot perform a portion of their duties. 2-Medium User cannot perform critical time sensitive functions 1-High Major portion of a critical service is unavailable Impact 3-Low  One or two personnel  Degraded Service Levels but still processing within SLA constraints 3-Low 2-Medium  Multiple personnel in one physical location  Degraded Service Levels at or below SLA constraints  Cause of incident falls across multiple functional areas 2-Medium 1-High  All users of a specific service  Personnel from multiple agencies are affected  Public facing service is unavailable  Any item listed in the Crisis Response tables 1-High 10Questions:

11 Contact Center Speed to Answer 30 sec Contact Center First Call Resolution 62% %65%63%62%67%57%59%54%56%55% %51%52%56% 53%54% 55%57%52% 51% Target YearJanFeb March AprilMayJuneJulyAugSepOctNovDec 51%

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Total Cases from Agency  Incidents : 867  Incident 1 95  Incident 2 71  Incident  Service Requests : 3321  Service Request 1729  Password

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17 Issues & Concerns

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Customer Satisfaction Survey New Services Discussion of other improvement action items Discussion of frequency for future service review meetings (annually, quarterly, monthly, other?) 20