1. Doing More with TeamTrack May 1, 2007

2. 1 9/17/2015 6:14 PM Goals and Objectives Increased Reuse of Critical Assets Increased Productivity and Effectiveness Improve Quality Reduced Total Cost Increased Return on Investment (ROI) Increased Customer Satisfaction & Perception in Marketplace Increased Efficiency, response time, and accuracy Reduced Deployment Schedule Process Improvement Gains Median Productivity Gains Per Year35% Early Defect Detection22% Yearly Reduction in Post-Release Defect Reports39% Yearly Reduction in Time-To-Market19% Carnegie Mellon’s Software Engineering Institute (SEI) conducted a study in the mid 1990’s that demonstrates the benefits of repeatable, well- defined processes. The study involved 13 organizations actively engaged in process improvement for an average of 3 - 4 years. 1 1 Hossein Saideian and Richard Kuzara. SEI Capability Maturity Model’s Impact on Contractors. IEEE Computer, January 1995. Probability CMMI-1 CMMI-2 CMMI-3 CMMI-4 CMMI-5 By meeting higher CMMI levels we can better achieve:

3. 2 9/17/2015 6:14 PM Best Practice – Using the ITIL Model The Information Technology Infrastructure Library (ITIL®) is a framework of best practice approaches intended to facilitate the delivery of high quality information technology (IT) services. ITIL outlines an extensive set of management procedures that are intended to support businesses in achieving both high financial quality and value in IT operations. These procedures are supplier-independent and have been developed to provide guidance across the breadth of IT infrastructure, development, and operations. 2 Wikipedia, The Free Enclopedia. Information Technology Infrastructure Library : Service Desk Incident Management Problem Management Configuration Management Change Management Release Management Service Support Service Delivery Service Level Management Capacity Management Availability Management IT Service Continuity Mgmt.

4. 3 9/17/2015 6:14 PM Combine These Puzzling Pieces to get the Whole Project Picture  Property Management  Maintenance  Software Inventory  Infrastructure Change Management Data Base  Help Desk  Resource Management  Vendor Information  Knowledge Base  Application Development

5. 4 9/17/2015 6:14 PM TeamTrack Usage (Property Management) REQUIREMENTS  Make determinations of property needed to accomplish the requirements of the contract  Track the acquisition of the property from the Gov’t or as contract-acquired property  Handle the receipt, protection, control (accountability), and distribution of property  Track maintenance of Government property  Dispose of property which is excess to the contractual requirements

6. 5 9/17/2015 6:14 PM TeamTrack Usage (Maintenance) REQUIREMENTS  Track current maintenance agreements  Provide detail information about specific maintenance contracts  Track costs associated with maintenance

7. 6 9/17/2015 6:14 PM TeamTrack Usage (Software Inventory) REQUIREMENTS  Track software (COTS) packages  Provide the ability for users to check in/out software from the software library  Track costs associated with software purchases

8. 7 9/17/2015 6:14 PM TeamTrack Usage (Infrastructure CMDB) REQUIREMENTS  Track Infrastructure devices (servers, switches, routers etc…)  Provide detail information about the devices (OS level, patches, service tag number, software installed, worked performed)  Reports on infrastructure (power consumption, software in use, maintenance schedules)

9. 8 9/17/2015 6:14 PM TeamTrack Usage (Help Desk – Ticket System) REQUIREMENTS  Log tickets/add notes/check progress, track action taken  Keep details of users, their requests, and problems  Track time and progress spent on jobs  Provide knowledgebase for searching future incidents  Allow escalation for overdue calls, as well as re-assignable to other support groups (software development)  Report on statistics

10. 9 9/17/2015 6:14 PM TeamTrack Usage (Help Desk - Tasks) cont. REQUIREMENTS  Log tasks/add notes/check progress, track action taken  Track time and progress spent on jobs  Report on statistics

11. 10 9/17/2015 6:14 PM TeamTrack Usage (Help Desk – Change Mgmt.) cont. REQUIREMENTS  Log requests for change that will impact the infrastructure  Track time and progress spent on jobs  Report on statistics

12. 11 9/17/2015 6:14 PM TeamTrack Usage (Help Desk – Work Requests.) cont. REQUIREMENTS  Log requests for work to be performed based on approved change requests  Track time and progress spent on jobs  Report on statistics

13. 12 9/17/2015 6:14 PM TeamTrack Usage (Resource Management) REQUIREMENTS  Single repository to collect various types of data about employees (location, company, e-mail, phone etc…)  Provide detail about property in possession of employees  Track progress of tasks related to new hire setup of hire to being rolled off a project

14. 13 9/17/2015 6:14 PM TeamTrack Usage (Eval, Purchase and Vendor Information) REQUIREMENTS  Track detailed information about vendors (Name, phone, address, support/contract number)\  Provide reports of which vendors are used, and what hardware/software was purchased

15. 14 9/17/2015 6:14 PM TeamTrack Usage (Knowledgebase) REQUIREMENTS  Provide a single searchable location for the Help Desk and other resources to easily identify problems, and the documented solutions for quicker recovery time

16. 15 9/17/2015 6:14 PM TeamTrack Usage (Application Development) REQUIREMENTS  Track new application Development through a complete lifecycle  Track any system change requests to the various applications  Integrate to a version control system to document changes to code back to the original request  Notifications from state to state  Ability to assign and track responsibility  Robust reporting capabilities

17. 16 9/17/2015 6:14 PM Doing More with TeamTrack QUESTIONS?