1. IT Support Centralization Lowers Costs and Improves Service IM-LLNL-PRES-413328 AJWoolverton

2. LLNL Org Chart IM-LLNL-PRES-413328 AJWoolverton

3. Technicians Pre- Restructure Safety & Environmental Protection Laboratory Services Administration & Human Resources ERD 2.5/120 BSD 1/320 ICS 2/108 PE 2.6/205 PROC 2.6/124 HR 3/250 TID 2/130 IM-LLNL-PRES-413328 AJWoolverton

4. Technicians Post- Restructure Operations and Business Principal Associate Director Frank Russo Project Management/ Project Controls Staff Relations Institutional Facilities Planning & Mgmt LLNS/LANS Integration ISMS Re- Verification Strategic Human Capital Management Business Facilities & Infrastructure Nuclear Operations O&B Computer Support Unit IM-LLNL-PRES-413328 AJWoolverton

5. Advantages of Using a Functionally Aligned Structure * Team alignment provides PD-wide standardization * Teams support the SLA, rather than the customer drives the teams. * Developing economies of scale is easy. * Customers manage the service level to a single point of contact * Service load management and resource leveling becomes a reality * Surge capacity response becomes a reality * PD-wide collaboration increases * Teams still provide programmatic support IM-LLNL-PRES-413328 AJWoolverton

6. Growing Pains IM-LLNL-PRES-413328 AJWoolverton

7. What a Roller Coaster Ride! IM-LLNL-PRES-413328 AJWoolverton

8. SLA Response Times UrgentHighMedium (default)Low Target Response Time 5 minutes to 1 business hour. Between 1 and 4 business hours. Between 1 and 8 business hours. Between 8 business hours and 48 hours. Target Resolution Time 5 minutes to 2 business hours Between 1 and 8 business hours Between 1 and 5 business days Between 1 and 15 business days Target Customer Notification Times Every 60 minutes or as agreed upon with the Customer(s) Daily or as agreed upon with the Customer(s) Upon request Escalation Times 1 hour4 hours4 business days12 business days IM-LLNL-PRES-413328 AJWoolverton

9. Coming Together IM-LLNL-PRES-413328 AJWoolverton

10. Operation and Business Computer Support Unit Group Leader O&B PD CSU Team Lead Operations 9 Technicians Team Lead Projects & Infrastructure 2 Technicians IM-LLNL-PRES-413328 AJWoolverton

11. Service Desk-Based Support User encounters a problem GOAL: Tier 1 handles 45%-60% on first call Institutional 4Help gets request Can be answered here (Tier 1) or pass to PD staff to handle (Tier 2) ?? Tier 2 handles those which require hands-on assistance Remedy Web Page Email 4-4357 (4-HELP) 4Help Analyst Remedy Tier 3 handles issues unresolved from tier 2 or related to service issue. Hardware repair Advanced troubleshooting OS Upgrades Special domain knowledge Unix/Linux support General questions Troubleshooting Software installations Application support IM-LLNL-PRES-413328 AJWoolverton

12. LANDesk Solutions Centralized Configuration Management Security Patch Management Published Software Catalog Remote Management Certification and Accreditation IM-LLNL-PRES-413328 AJWoolverton

13. Enterprise Network Solutions IM-LLNL-PRES-413328 AJWoolverton

14. Server Consolidation 160 Servers in the environment Well over half not under warranty/hw-support 47 moved to data-center so far, 30 more planned 12 virtualized so far, 20-40 more planned 45 desktop “service” servers to be consolidated 6 file and print servers consolidated so far 19 file servers to be consolidated 15 backup servers to be consolidated 5 FileMaker servers to be consolidated IM-LLNL-PRES-413328 AJWoolverton

15. Cyber Security IM-LLNL-PRES-413328 AJWoolverton Single POC for Information System Security Officer (ISSO) Single Organizational Information System Security Officer (OISSO)

16. Life Cycle Management IM-LLNL-PRES-413328 AJWoolverton Lease to Own Agreement 3 Year Life Cycle Retires Multiple Systems Reduces Total Number Supported Eliminate Apples Wherever Possible Creates Homogeneous Environment Supports Configuration Standard Supports Software Automation

17. Deployment IM-LLNL-PRES-413328 AJWoolverton

18. Six Sigma IM-LLNL-PRES-413328 AJWoolverton

19. Operations Improves IM-LLNL-PRES-413328 AJWoolverton

20. Tier 2 Metrics IM-LLNL-PRES-413328 AJWoolverton

21. Queue Length IM-LLNL-PRES-413328 AJWoolverton

22. LANDesk Metrics IM-LLNL-PRES-413328 AJWoolverton

23. Service Desk Improves IM-LLNL-PRES-413328 AJWoolverton

24. Team Work IM-LLNL-PRES-413328 AJWoolverton

25. Ongoing Improvements IM-LLNL-PRES-413328 AJWoolverton Career Growth and Development for Technicians Time for the ’Personal Touch’ and ‘Going the Extra Mile’ for the Customer

26. Achievement! IM-LLNL-PRES-413328 AJWoolverton Cost Savings Efficiency Improvements Challenges for the Future