1. Information Technology Division Executive Office for Administration and Finance Planning for Commonwealth Service Excellence Oct. 14, 2010

2. 2 Agenda Agenda ReviewAll 5 min Review List of proposed Committee Objectives (see attached list) Tom E. to facilitate 45 min Draft Vision StatementAll 15 min Discuss End to End ModelAll 15 min Next Steps/Wrap upKevin/Ron/Tom 10 min

3. 3 Group suggestions re: our objectives Becoming more customer focused – – I.E. what is the need of the person I am working with instead of how do I fix this ? Develop templates for SLAs (which are customer centered) Improved Communications – To our customers and amongst ourselves Establish a Service and Support Desk community of excellence Create standard service models would that allow us to discuss SLO’s in a common way? Base Standards and terminology Measurement- are we providing the promised services Customer satisfaction – how do we measure it?

4. 4 Ideas for achieving objectives Becoming more customer focused – – Information sharing sessions – w/ goal of educating ITD viz: VG demo and usage – Perhaps focusing on areas with history of high volume of availability issues – Defining Service Restoration objectives using terminology around customer impact – Adopting across all our Agencies – I.E. what is the need of the person I am working with instead of how do I fix this ? Develop templates for SLAs (which are customer centered) – We have multiple resources to draw upon for good sample SLA’s (several state connections i.e. see state of Indiana’s “enterprise SLA TOC in Appendix) Improved Communications – To our customers and amongst ourselves – Sharing org charts, mission statements, holding joint staff meetings – Providing a simplified end to end picture of our roles and responsibilities to our end customers Establish a Service and Support Desk community of excellence – Identify best practices that are relevant to the Commonwealth ( measure success through metric improvements) – Establish mentoring / leadership opportunities relative to Call Center as a profession – Settle on common language/ definitions / management elements including the means by which we survey customers as to their satisfaction with our services (See Appendix for – Translate industry standard KPIs into meaningful and Commonwealth relevant measurements – Relate those back to agency and secretariat goals and objectives (enhance the dashboard approach presently offered which reports our KPIs. And gain feed back from the consumers of that dashboard – Foster a culture of customer focused service and support that is more about improvements for our customers and less about operational ease i.e. a practice of providing new PCs on a regular schedule of 3-4 years rather than pushing PCs into a 5th or 6 th improving productivity and avoiding higher maint. costs – Find ways to raise the professionalism of the Service and Support Desks and identify ways of advancing the skills of the Service and Support Desk team members – Build the voice of our customer into our decision process – this can be accomplished through improved governance, users groups, product focused quality improvement teams (measure success by Agency / User community willingness to participate and sustain participation in these customer focus forums) Create standard service models would that allow us to discuss SLO’s in a common way? – I.e. here is what a Commonwealth employee can expect OOTB as a standard desktop configuration supported by a standard Desktop/Lan Service or similarly for an application developer..

5. 5 Establishing a vision We are all potentially customers of one another.. We want to be truly customer centric Do we want to be in the business of defining what is “standard” ? Can we establish some principles for the way we want to behave ? What would we like to see in terms of how we inter-operate? Can we develop a visual which depicts the ideal mode of interaction ?

6. 6 The Business End-to-end view Desktop/Lan Service Application Services Secretariats Agencies Infrastructure services Application Services ITD Single pane of glass view of IT to customer SLA --IT service x --IT service y --Etc… OLA’s --IT service x --IT service “All I know is that I am buying IT services, I don’twant to care who they are, where they sit, I just want my services and my Business to run.” Highly Transparent Chargeback billings

7. 7 Appendix

8. 8 Proposed FY11 ITSEC Deliverables (1) Develop Service Excellence Culture in IT Community Define charter, vision, plans, detailed roadmap, create & execute communication plan Create a vibrant venue for sharing best practices across Secretariats and with other States Expand upon ITIL eLearning program; Create full ITIL education path Oversee Implementation of Enterprise Service Delivery Tool at ITD Service Desk (SD): ITD Phase I implementation - Incident, Change, Request SD: Determine rollout strategy of remaining Commonwealth customers SD: Implement tool w/ initial Commonwealth customer SD: ITD Phase II Implementation - CMDB (Network & Servers), PM, Event Mgt

9. 9 Proposed FY11 ITSEC Deliverables (2) Develop Commonwealth integrated processes and metrics for Incident management across Develop & publish Commonwealth Incident Management Policy Establish KPIs & consistently report to ISB Establish Enterprise process for Classifying Service outage categories and high level classification of Incident root causes Set Performance benchmarks and demonstrate use of above processes to improve Service Outage performances levels Develop Service Level Objectives (SLOs) and SLO Reporting across Commonwealth Agree upon definition of “Services” and SLO format/content Deliver pilot reporting on a limited set of Services Commonwealth-wide Establish commonwealth-wide process & roles for customer review of SLOs

10. 10 Key Terminology Service Desk Incident Priority 1,2,3 etc Service Request Tier 1,2, 3 Service Service Level Agreement Service Level Objective Operating Level Agreement

11. 11 SLA sample

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14. 14 “IT Service Excellence Committee (ITSEC)” Oversee co-ordination of the Commonwealth Service Excellence Program Define Measureable Targets for High Level Service Excellence Goals Continually Refine Service Excellence Vision Assist ITD in the development of IT Service Management related Enterprise Policies Drive Consistency of IT Service Management processes across the Commonwealth Report to ISB and CCIO on progress in delivering Commonwealth Service Excellence Goals Report to ISB and CCIO on IT Service Levels

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17. 17 3 Year Roadmap – Proposed FY11 Goals Establish Service Excellence Culture in IT Pilot Enterprise Service Delivery tool at ITD Develop Enterprise Policies, Processes and Metrics for Incident* Management Develop SLOs and SLO Reporting across Commonwealth *What is an Incident? 1.An unplanned interruption to an IT service, or 2.Reduction in quality of an IT service, or 3.Failure of an IT component that has not yet affected IT service.

18. 18 3 Year Roadmap – Proposed FY12/13 Goals FY 12 Develop Common Policies, Processes and Metrics for Change Management Migrate ITD and Secretariats to a common hardware & software asset management tool Implement Enterprise Service Delivery tool for Secretariats FY 13 Continue to Implement Enterprise Service Delivery tool for Secretariats Institute single Commonwealth Virtual Operations organization Establish single Service Metrics Reporting Framework