Information Technology Division Executive Office for Administration and Finance IT Service Excellence Committee (ITSEC) Oct. 28, 2010

2 Agenda TopicDesired Outcomes AllAllotted time Roadmap Discussion Based on our discussions to date where do we want to focus our efforts and what objectives can we set ? Agreed upon set of Objectives and timeframes Agreed on Mission and Charter All 45 min Terminology SLAs/SLOs/OLAs/Tiers/etc. Agreed upon terminology and definitions Tom E. 30 min Service ModelInitial discussion of what a service model might entail All Next Steps/Wrap upKevin/T om 10 min

9/18/20153 Proposed Roadmap

4 IT Service Excellence Committee Mission “Service is our Business.” As Service Desk owners, we see ourselves as the “Voice of the Customer”. At the end of the day, we are responsible for the providing the highest service levels to our customers and to that end, work to influence and drive changes in our service capabilities that will result in excellent service delivery. The mission of the IT Commonwealth Service Excellence Committee is to better align IT with the business for the purpose of delivering the highest quality IT services at the most efficient cost. We foster inter-agency communication and effective service delivery through the collaboration, sharing and adoption of best practices to achieve our collective goal of best serving the agencies and citizens of the Commonwealth.

5 Our Charter The Commonwealth of Mass. as part of its overall Strategic plan has established as one of its 9 key objectives to adopt the industry best practices for IT Service Management for the purpose of ensuring that needs of the Secretariats and Agencies and Citizens served by IT are met and that those customers understand and are satisfied with their IT experience. The IT Service Excellence Committee is chartered by the ISB and (Infrastructure Services Board) and Commonwealth CIO Cabinet to lead this work through a multi-year effort. This committee’s work directly supports the Commonwealth’s IT Consolidation initiative. ITIL (IT Infrastructure Library) framework Version 3 has been adopted by the Commonwealth as it’s set of IT Service Management protocols. Many of the Commonwealth’s IT entities have been on a multi-year journey to adopt ITIL and we wish to build on their success to date in this regard by sharing and adopting best practices for common use across the Commonwealth.

6 Terminology review (source is primarily The Office of Gov. Commerce (OGC): owner of ITIL framework) ITIL V3 TermOfficial ITIL V3 DefinitionCommonwealth Equivalent Description/Comment Service Level Agreement: SLA An Agreement between and IT Service Provider and a Customer** describing IT Service, documents Service Level Targets and specifies responsibilities of IT Service Provider and Customer; may cover multiple services or multiple customers SLO – Service Level Objectives Based on Service Catalog Offerings 1 an agreement between ITD and a Customer** - describing Financials (BARs); IT Services In Scope and Out of scope; SLR’s; Expected Notifications; Customer responsibilities, Maint windows; some SLT’s (i.e. response targets); Contacts; Design Doc’s; Chargeback rate Info. (see Appendix for example) Service level Requirement: SLR A customer requirement for an aspect of an IT Service. SLR’s are based on business objectives and used to negotiate Service Level Targets Service Requirements Contained within SLO Service Level Targets SLT: (formerly called SLOs in V2) A commitment that is documented in an SLA and based on SLRs and are needed to ensure that the IT Service is Fit for Purpose. These targets are usually based on KPIs. Service Targets Contained with SLO Operational Level Agreement (OLAs) An agreement between an IT Service Provider and another part of the same organization. Defines the services or goods to be provided and the responsibilities of both parties. Underlying Service Offerings –OLAs between Service groups and Support Functions Contain Service Descriptions & Targets (SLT’s) which are referred by SLOs above; Cust. Responsibilities; Service Reporting Between LOB services i.e. Applic. Storage, Network etc. And Support functions: Service Desks; Account Management ; Monitoring Underpinning Contracts (UCs) A contract between an IT Service Provider and a 3rd party. It defines the targets and responsibilities that are required to meet agreed Service Level targets in an SLA Vendor Agreements - UC Legally binding vendor contractual agreements 1 That is, the SLO document can help avoid redundancy by not repeating all the content of the Service Catalog but leverages and refers directly to Catalog Descriptions ** Someone who purchases goods or services; person or group who defines and agrees with service level targets.

7 ITIL V3 TermOfficial ITIL V3 DefinitionCommonwealth Equivalent Description/Comment Incident An unplanned interruption to an IT Service or a reduction in the quality of that Service. Failure of a Config. Item that has not yet impacted service is also an Incident, i.e. failure of one disk from a mirror set. Same. Service Request A request from a user for information, or advice or for a standard change or for access to an IT Service. Service Requests are usually handled by a service desk, and do not require a Request for Change (RFC) to be submitted. Service Request (SR)Some Service Requests may be handled entirely by the Request Fulfillment process (such as requests for information whereas others are routed to other processes for fulfillment (such as Incidents and Changes). Service A means of delivering value to Customers by facilitating outcomes customers want to achieve without the ownership of specific Costs & Risks. Contained with SLO Service Desk Single Point of Contact between the Service Provider and the Users. A typical Service Desk manages the Incident and Service Requests and also handles communication with the users. Same Tier 1, 2, 3 ITIL does not spell out these definitions nor provide skill set descriptions; So there is no right or wrong here; Service Desk is defined as first point of contact and thus Tier 1. Calls unable to be resolved by the SD are referred to Tier 2. Tier 3 may be another internal team or may be a Supplier. If applicable, Tier 4 would most typically be a supplier. TBD upon receipt of committee capabilitiy levels ( Terminology review (con’t)

8 Service Level Management – Showing Inter- relationships between Customers; SLOs; OLA’s; UC’s OLAs Operating Level Agreements 1 The Business B u s i n e s s P r o c e s s 2 B u s i n e s s P r o c e s s 1 B u s i n e s s P r o c e s s 3 B u s i n e s s P r o c e s s 2 B u s i n e s s P r o c e s s 1 B u s i n e s s P r o c e s s 3 B u s i n e s s P r o c e s s 2 B u s i n e s s P r o c e s s 1 B u s i n e s s P r o c e s s 3 Secretariat A Secretariat B Secretariat C SLOs SLO LOBs: Application Print & Mail Integration Network & Data Hosting Security Service B 2 Service A 1 Service C 3 Supplier B Supplier A Supplier C Service E Offering Service F Service G Service A Offering Service B Service C 3 rd Party Suppliers Support Teams SERVICE ACCONT MGT COMMONHELP LEGAL, PMO ITD Service Catalog ITD Service Catalog The Business 2 3 UC’s Underpinning contracts Service B 2 Service A 1 3 Service B 2 Service A 1 3 Service B 2 Service A 1 3 Service B 2 Service A 1 Service B 2 Service A 1 These are not betw services but rather Between services and Support functions

9 Service Level Management – Showing Inter- relationships Inter-agency – Secretariat and ITD OLAs Operating Level Agreements 1 The Business Messaging 2 EHS SERVICE DESK 1 EHS NMMIS 3 EHS Executive level 1 DMH 3 Secretariat: EHS EHS Agencies SLOs SLO NMMIS ITD LOBs: Application Print & Mail Integration Network & Data Hosting Security Service B 2 Service A 1 Service C 3 Supplier B Supplier A Supplier C Service E Offering Service F Service G Service H Service A Offering Service B Service C Service D 3 rd Party Suppliers Support Teams SERVICE ACCONT MGT COMMONHELP LEGAL, PMO ITD Service Catalog ITD Service Catalog The Business UC’s Underpinning contracts Service B 2 Service A 1 Service C 3 Service B 2 Service A 1 Service C 3 Service B 2 Service A 1 Service C 3 Service B 2 Service A 1 Service B 2 Service A 1 SLOs SLO These are not betw services but rather Between services and Support functions DPH

10 Service Model – Incident Management and Service Desks Artifacts involved – High Level Process flow – swim lane orientation Agreement on actors, tier definitions – Service Level Objectives Clearly spelling out Communication objectives Escalations Contacts Committed Services Periodic reviews – Organization Models from each group

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12 APPENDIX

Example of SLA: DMH: courtesy D. Perchase 9/18/201513

14 Service Definitions & SLO’s: Courtesy L. Kelly ITD Hosting Service Definition – ame=Dedicated%20Distributed%20Hosting%20Services.doc ame=Dedicated%20Distributed%20Hosting%20Services.doc ITD SLO example (GIC): &returnAction=dms.KSFileManager&cancelAction=dms.KSFileManager&act ionItemId=&id=1010&type=KS&taskID=&fromPage=&rootFolderId=& &returnAction=dms.KSFileManager&cancelAction=dms.KSFileManager&act ionItemId=&id=1010&type=KS&taskID=&fromPage=&rootFolderId=&

15 SLA sample: Indiana

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17 ITD OLA fro Intel