IT Service Improvement Model: Where Are We? (My Opinion)

1. Improving IT Processes 2006

2. IT Service Improvement Model

3. Where Are We?(my opinion) RatingDescription 0 Absence - Nothing present 1 Initiation – Concrete evidence of development 2 Awareness – Resources allocated 3 Control – Formalized and repeatable 4 Integration – Synergy between processes 5 Optimization – Proactive and continuous self improvement

4. Service Level Management – Complete our service catalog, monitor performance and availability, events and include it in a report to the business Problem Management – Finalize the work Joe and John have done, review it and roll it out Availability Management - Use Vantage to monitor top applications Release Management – Implement standard processes for releasing new or upgraded software and hardware My Goals for Improvement for 2006

5. Why Problem Management? Problem Management (including performance issues) has been marked as an area for IT improvement Tangible benefits can be had by implementing a Problem Management program Improve IT credibility by accelerating progress in the IT Maturity model Reduce the amount of unplanned work Implementation: Standardize processes: avoid mistakes and reduce resolution times by including measures for audit and oversight Defined roles and responsibilities for support team, Subject Matter Experts (SMEs) and Management Defined metrics and reports to track program performance Owner: John Resources: Ideally, leverage FrontRange and evaluate their Problem Management product for implementation Problem Management

6. Why Availability Management? Need to be able to compare ourselves against peers and backup claims of availability Need a consolidated method of testing, managing, and escalating application health Our current methods monitor components, but not the service delivery to the end user Implementation: Implement Compuware’s Client Vantage and set up robotic transactions in our office locations. Initially rolled out in Boston and Oakland Evaluate including Sydney and London Owner: TBD -- Joe is best positioned, but John has done the most work to date on this Resources: Nick will implement Client Vantage with the support of the Systems Assurance and Global Infrastructure teams Availability Management

7. Why Release Management? This is above and beyond Change Management. Change Management deals well with incremental changes, but the process does not work for large scale implementations Today applications are rolled out without broad review This leads to staff that is not prepared to deal with: security, support and maintenance realities This leads to rework, “iterative successes”, customer dissatisfaction and erodes IT’s credibility Implementation: Establish a process using Systems Assurance as the gatekeeper for new application rollouts and major upgrades Criteria will be established for release including: documentation, security, maintenance, monitoring, compliance, performance, service levels, licensing, contracts and renewals Owner: TBD -- Joe is best positioned, but John has done the most work to date on this Resources: TBD Release Management

8. Why Service Level Management? Need to run IT as a business in that our users know what they are getting from us and what the level of Service will be We need to continually and subtly solidify our value to the business Focus resources on applications that are important Measure our ability to meet our Service goals Implementation: Complete the service catalog Complete remote office standards document Rely on Vantage for availability and performance reporting Include results in a business report to senior management Include subset in the Quarterly Report to all associates Owner: John Resources: TBD Service Level Management