1. ITD Service Catalog October 20th, 2009
Information Technology Division Executive Office for Administration & Finance

2. 11/22/2018

3. Service Excellence Initiatives
Set up an Infrastructure Services Board to oversee ITD’s Service Levels and Costs
Revise the Chargeback Model
Formalize Service Portfolio Management / Service Catalog Management processes
Do Service Level management
Improve Change, Incident & Request Processes
Do Problem Management
Do Capacity Planning
11/22/2018

4. Challenge the old ways of doing things
Approach
Establish the work processes and cross- organization culture of managing to metrics
Break everything into manageable chunks so that there are regular victories
Challenge the old ways of doing things
11/22/2018

5. What is an IT Service Catalog ?
Per ITIL Version 3…
“Provides a central source of information on the IT services delivered to the business by the service provider organization, ensuring that business areas can view an accurate, consistent picture of the IT services available, their details and status”
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6. Key Roles Service Account Managers Product Managers
Establish strong relationships with the customer by understanding the customer’s business and their customer outcomes. SAMs work closely with the Product Managers to negotiate productive capacity on behalf of customers
ITIL refers to these as ‘Business Relationship Managers’
Product Managers
Take responsibility for managing services across the life-cycle and have responsibility for productive capacity, service pipeline and the services that are presented in the service catalog.
Coordinate integration of Service Management, Technology and Security needs in the management of Services
Web site Information Architect (ANF)
Develop Presentation and Layout of ITD Service Catalog
Maintain content based on information from Product Managers
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7. Implementation Process
PDCA
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8. FY10 - ITD Services Model
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9. What information does ITD provide to customers in the Service Catalog?
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10. 1. Service Description
Massmail
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11. 2. Service Targets
Massmail
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12. 3. Service Reporting
Mass.gov
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13. 4. Service Request Lead Times
Massmail
E2E Tool
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14. 5. Customer vs ITD Responsibilities
Distributed Hosting
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15. 6. Chargeback Rate Information
Backup & Recovery
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16. Other [unpublished] Documentation
Agreements between ITD Business Units
Processes to collect service utilization data for chargeback
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17. Current (v1) Chargeback Cost Framework
No.
IT Chargeback Component
Cost
Expenses Specific to Service Offering 1
Salaries and Fringe - Travel, consultant, AA Sub
$TBD 2
Hardware and Software: Direct infrastructure only
One-time
Maintenance
Depreciation
Expenses Shared Across Service Offerings 3
Security 4
CommonHelp - Cost of CommonHelp plus a percentage of IT operations 5
Additional Overhead - Any costs distributed on top of the direct expenses (does not include overhead related to Shared Infrastructure Services)
Management
MITC rent
Project management
Infrastructure planning 6
Technology Services - Database, network, storage, backup and recovery, midrange hosting, mainframe hosting 7
Adjustments – State appropriations, subsidies, and expenses that are not typically included in a chargeback
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18. Framework Improvement Opportunities
Challenges with current chargeback framework
Some Cost groupings are subject to interpretation e.g. Security
Some costs are hidden and hence subject to mis-interpretation e.g. Commonhelp also is distributed over Technology Services
Although a good start does not fully enable management of various costs
Mixing of different types of costs
Version 2 Proposal
Create metrics that ITD can use to manage
Different reports for different purposes
Object Code Report to show FTEs, Contract costs etc.
Function Report to show costs for security, operational, engineering, project management etc.
Product Manager report to show what a product manager can influence directly
11/22/2018

19. Future (v2) Object Code Report
11/22/2018

20. Future (v2) Unit Code Report
11/22/2018

21. Future (v2) Product Manager Report
11/22/2018

22. Guided Tour
11/22/2018