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

The Traditional Organization

IT Delivery & Support Model Financial Management Budgeting Accounting Charging Service Delivery Service Support Service Level Management Availability Management Capacity Management IT Service Continuity Management IT Service Delivery & Planning Incident & Problem Lifecycle Management Incident Management Problem Management Change Management Configuration Management Release Management Infrastructure Change Management Front OfficeBack Office

Support Process Model ITSM Process Meta-Data Model The Business, Customers, Or Users Incidents Difficulties, Queries, etc. Updates, Workaround, etc. Service Desk Function Systems Management Tools Customer Survey Reports Releases Incident Management Problem Management Change Management Release Management Configuration Management Changes Service Reports Incidents Stats Audit Reports Problem Stats Trend Analysis Problem Reports Problem Reviews Known Errors Audit Reports Change Schedule CAB Minutes Change Stats Change Reviews Audit Reports Release Schedule Release Stats Release Reviews Secure Library Audit Reports CMDB Reports CMDM Stats Policy Standards Input Assessments Audit Reports

Delivery Process Model ITSM Process Meta-Data Model The Business, Customers, Or Users Service Level Management Financial Management Availability Management Capacity Management IT Service Continuity Management Financial Plan Types & Models Cost & Charges Reports Budget & Forecasts Audit Reports Availability Plan AMDB Design Criteria Targets/Thresholds Reports Audit Reports Capacity Plan CDB Targets/Thresholds Capacity Reports Schedules Audit Reports Continuity Plan Risk Analysis Control Centers DR Contracts Reports Audit Reports Requirements Targets Achievements Systems Management Tools Alerts & Exceptions SLA, SLRs, OLAs Service Reports Service Catalog SIP Exception Reports Audit Reports

ITIL’s Maturity Model Level ITIL’s Maturity Model - Characterization 5 Optimized Process has strategic objectives that are institutionalized, self-contained improvements creating a pre-emptive capability. 4 Managed Process fully accepted in IT, with targets based on business goals. Proactive and integrated with other IT service management processes 3 Defined Documented process with process owner, but no formal recognition of its role in IT. Clearly defined and occasionally proactive 2 Repeatable Process activities are uncoordinated, without direction, focused on process effectiveness. Defined processes and procedures, largely reactive 1 Initial Little process management activity. Loosely defined processes and procedures, totally reactive, irregular unplanned activities Source: ITIL: Planning to Implement Service Management (2002, p )

Collin County ITIL / ISO PlanTransformRunBuild 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

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

09 Audit Measurements

09 Audit Results

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

2010 Audit Results

Collin County Infrastructure The Old and New Designs

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

Collin County Virtual Infrastructure How it works today with virtualization

Results The IBM Beacon award information is on the IBM website now. ( 01.ibm.com/software/success/cssdb.nsf/cs/DLAS- 8CJMM3?OpenDocument&Site=corp&cty=en_us ) 01.ibm.com/software/success/cssdb.nsf/cs/DLAS- 8CJMM3?OpenDocument&Site=corp&cty=en_us The award page is ibm.com/partnerworld/wps/servlet/ContentHandler/2010_beacon_winners_tech nical.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! ibm.com/partnerworld/wps/servlet/ContentHandler/2010_beacon_winners_tech nical.html Not just Collin county, or Texas, or USA, but beat out all solutions from all countries in the world for technical excellence.

Collin County’s Virtual Infrastructure and DMZ Environment How Collin County’s Virtual Environment Works Together