0. Transition to Managed Services
IT Infrastructure Partnership Team
August 26, 2008

1. This document explains the relationship between Transformation deployments, Managed Services and the staffing model
After reading this document, you will understand:
The importance of Transformation deployments as a way to get to Managed Services
What Managed Services is and the benefits it delivers
Next steps in the transition to managed services

2. The IT Partnership is asking for your help to make Transformation deployments successful
We want and need to work together with you on Transformation
There will be challenges, but we are committed to finding solutions to overcome barriers that delay completion
Scheduling Transformation deployments is one of our biggest focus areas
Shortened timeframes are putting pressure on the IT Partnership’s ability to adjust deployment dates outward
In particular, we are asking for your help in scheduling Network, Desktop and Altiris deployments
These deployments are prerequisites to other Transformation deployments
Transformation deployment dependencies are extensive, and scheduling delays have far-reaching effects

3. Transformation deployments provide a number of benefits
Enhanced Standards, Processes and Measures: SLAs will measure performance and ITIL-compliant processes will provide standard for service
Centralized Network/Server Monitoring: Reduces the complexity to maintain and operate the Commonwealth’s IT infrastructure
Centralized Help Desk: 24x7 support with consolidated repository of issue resolutions to benefit employees across the Commonwealth
Improved Functionality: Secured access via 24x7 Enterprise class MS Exchange environment
Improved Security: Consolidated Internet connections and automatic anti- virus updates and security patches
New, Reliable Hardware: Standard PC/hardware specifications reduces support calls required for older equipment
These benefits are just a few examples of the many benefits of a transformed environment.

4. Transformation deployment dependencies

5. Transformation schedules will be monitored, so progress can be reported and managed

6. Technology Transformation is one of five paths agencies will follow in the transition to Managed Services
Purpose of Implementing Managed Services
Adopt a more business-like approach to managing the state’s information technology resources and to operating associated systems
Modernize IT service delivery with measurable results at predictable costs
Ensure customers receive predictable, reliable IT services needed to carry out the mission of their agency
Managed Services results from
5 transformations
Asset Management
Managing asset changes appropriately in order to present accurate bills
Ensures the technology and tools are in place to monitor/manage services from an enterprise perspective
Technology transformation
Standardizing and optimizing processes and procedures ensures service quality and integration of operations; less “fire fighting” and more process rigor
Mature processes
Defined services & measures
Well defined and understood services and performance targets, with continuous improvement initiatives triggered by root cause analysis
Preparing the workforce with the skills to efficiently deliver managed services
Workforce transformation

7. Managed Services Definition Characteristics of Managed Services
IT service delivery for the Commonwealth has shifted to Managed Services
Managed Services Definition
"Managed Services" is the delivery and support of IT service by an external service provider to improve functionality and reduce costs
Cable Provider
Power Company
A managed services environment
Adopts a more business-like approach to managing and delivering the Commonwealth’s IT infrastructure “services”
Delivers outcome-based services, rather than pieces of equipment and staff hours, to meet customer needs
Allows the Commonwealth as a whole to gain efficiencies through shared resources and centralized operations
Standardizes processes using industry best- practices to improve the quality and consistency of IT service delivery across the Commonwealth
Healthcare
Characteristics of Managed Services
Service is available when I want to use it
It doesn’t matter where equipment is located or how many people support it
I don’t need to understand the technology used to deliver the service
In the past, agencies purchased stand-alone IT products for a cost, and then, for an additional cost, bought support, such as maintenance or an upgrade. Under managed services, agencies will receive IT services as a bundle, in a way that is similar to a utility.
Just as the power company provides power to light a lamp, a managed IT service is outcome-based. The consumer, or user of the service, doesn’t worry about where the power grid is located, or whether the power is generate by coal or wind, as long as the light turns on. Likewise, users of IT services want consistent and quality service, without the worry of maintaining equipment to keep things running smoothly.
The service provider manages the components – people, hardware, software and processes – to deliver consistent service with a high level of quality. The goal is to provide customers with excellent service so that they can focus on their business operations without giving a second thought to the technology that supports it.
Pricing for services will shift from a cost-plus model, to a fixed rate per defined unit of service, helping you budget more effectively for IT costs.
The ITP managed service environment leverages standard processes and industry best-practices to ensure that all agencies in the Commonwealth get the same level of service, regardless of agency size or location.

8. Agencies will no longer... Under Managed Services, agencies will...
In the Managed Services environment, the ITP provides IT services through Transformation rather than stand-alone IT products…
Definition of Service
IT service is a logical package of services that an IT organization offers, supplies and supports in order to satisfy the client’s needs
Source: Delivering IT Services, Dennis Bladergroen / Bob Maas et. al.
EXAMPLES
Agencies will no longer...
Under Managed Services, agencies will...
Buy a stand-alone PC...
Buy a desktop computing service that includes:
HW and system SW
Maintenance and a new PC every 4-5 years
Asset Inventory Control
Virus protection
LAN connectivity, print service, and more
Buy a piece of computer equipment...
Buy a data center service that includes:
Server space (only what is used)
Remote server management with 24x7 monitoring
Virus protection, patch management, backup services, disaster recovery and more
Maintain and directory software...
Buy a messaging service that includes:
A central system with statewide address directory
Spam filters and virus protection
Inter-agency file sharing and more
An IT service includes all the resources and support needed to make it function properly and add value to their business.
In the past, when an agency bought a PC, the agency was also responsible for installing the PC, loading the system software, maintaining the equipment, and eventually replacing older PCs.
Today, an agency buys Desktop Services, which includes the hardware, system software, LAN connectivity, virus protection, and more, plus a new PC refresh every 4-5 years.
Other examples of IT services provided by the partnership are described here.

9. …and proactively monitors and measures – manages – the delivery of services against a set of performance metrics
Definition of Manage
Management involves all the activities required to operate, monitor and maintain the infrastructure, as well as modifying the infrastructure to solve or prevent failures
Source: Delivering IT Services, Dennis Bladergroen / Bob Maas et. al.
We track performance measures, including time to respond to service calls, time to resolve incidents, network bandwidth, and availability of a device or application to ensure high quality service
Skilled technicians centrally monitor operations and identify potential weaknesses so that they can take corrective action before a problem occurs, reducing downtime and outages
All services are delivered using a set of consistent processes based on Information Technology Infrastructure Library (ITIL) standards to provide more reliable IT service and ensure alignment with customer and operational priorities
Customers surveys are used to gather agency feedback to continually improve service
To make sure that your IT services work properly and are available when you need them, the IT partnership will proactively monitor IT services around the clock.
One key component of a managed services environment is well-defined and understood performance targets. Performance measures allow the partnership to track how we’re doing in meeting customer needs for quality IT delivery.
Equipment and staff are centrally located to monitor operations 24/7 for all Commonwealth agencies. Skilled technicians use tools such as Peregrine, Altiris and HP Open View to keep track of status and proactively fix problems.
Northrop Grumman will manage the IT services using a consistent set of processes build on Information Technology Infrastructure Library, or ITIL, standards. ITIL provides a consistent set of processes that will reduce the need for fire-fighting, and introduce more predictability for service delivery.
Tools and procedures are used to continually monitor the infrastructure, so that technical staff can be alerted of potential weaknesses. Early warning systems allow staff to avoid problems, reducing unplanned outages.

10. As technology transforms, the Partnership organization is restructuring to align to the Managed Services environment
Purpose of Implementing Managed Services
Adopt a more business-like approach to managing the state’s information technology resources and to operating associated systems
Modernize IT service delivery with measurable results at predictable costs
Ensure customers receive predictable, reliable IT services needed to carry out the mission of their agency
Managed Services results from
5 transformations
Asset Management
Managing asset changes appropriately in order to present accurate bills
Ensures the technology and tools are in place to monitor/manage services from an enterprise perspective
Technology transformation
Standardizing and optimizing processes and procedures ensures service quality and integration of operations; less “fire fighting” and more process rigor
Mature processes
Defined services & measures
Well defined and understood services and performance targets, with continuous improvement initiatives triggered by root cause analysis
Preparing the workforce with the skills to efficiently deliver managed services
Workforce transformation

11. Next steps Technology Transformation
Meet with agencies to determine current priorities and scheduling constraints
Jointly establish transformation expectations and schedules
Assign required transformation resources to your agency
Provide regular feedback on status and issues
Agency Support for Managed Services
New agency facing roles will be introduced to support agency transition to managed services
Additional information will be available next month

12. Back-up Slides

13. Delivery of Managed Services started in July 2008 and will reach steady state in Summer 2009
Pre-Award Phase
Interim Agreement
May 1, 2006
Notice of Contract Approval from CIO
Start-Up Planning
Transformation Phase
Task Force Teams
Current Operations
Managed Services
Nov 14, 2005
Dec 14, 2005
May 1, 2006
Jul 1, 2006
SCD
+25 months
SCD
+36 months
Effective
Date
Interim
Agreement
Work Plan
Offer Letters to VITA Employees
Service Commencement Date (SCD)
7/1/2008
7/1/2009

14. Data Center (Mainframe/ Server)
Agencies get seven service offerings that include full maintenance and technical support
Service
Before
After 1
Messaging
( Systems)
Over 40 systems and address lists across the state
Enterprise-wide standard messaging services include:
Microsoft Office
Access to statewide address list and interagency file sharing
Automatic anti-virus, spam blocking and enhanced security 2
Data Network
Fragmented and slow networks, with over 85 connections to the internet
State-wide high speed Internet data network offers:
24X7 central monitoring and improved security
Back-up data network for reduced downtime 3
Desktop
A hodge-podge of outdated desktops, many requiring on-site attention and maintenance
Desktops and laptops are standard across agencies with:
Refresh service every 4-5 years
Built-in wireless technology (laptops)
Asset management system built in 4
Help Desk
Multiple agency-provided Help Desks, many lacking problem diagnosis and response tools
24/7 Help Desk offers access to IT support with:
Centralized problem tracking and resolution
Web enabled self-help support & end user account administration
Desktop remote control capability 5
Data Center (Mainframe/ Server)
Three mainframes across the state, and over 3,000 servers with significant unused capacity
Support for new mainframes and servers located in Chester, VA includes:
Remote server administration tools
Centralized administration and monitoring
Capacity and storage management, enhanced security and disaster recovery 6
Voice and Video
Different high cost and inconsistent telephone systems across the state
A variety of voice and video services include:
VoIP (Voice over Internet Phones)
VITA Audio and Data Conferencing 7
Security
A mixed bag of security systems with varying levels of protection against cyber threats
Consistent and standard security services provide:
Enterprise Security Operations Center
Computer Security Incident Response Center
Secure Internet Gateway
The partnership provides seven service offerings for agencies.
These seven service offerings mirror the towers you know from Transformation. All the services improve the reliability and security of IT operations across state agencies.
Source: Addendum 1 to Schedule 3.12 to the CIA: SLA Reporting Table