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Oversight Committee

December 18, 2013. Oversight Committee. December 18, 2013. December 18, 2013. IT Service Management Update (Julie Stangl). IT Service Management Update. Agenda November Incident SLA stats 2014 Budget by Service Managed Service Agreement (MSA) Updates: Service Request SLA

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Oversight Committee

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  1. December 18, 2013 Oversight Committee

  2. December 18, 2013

  3. December 18, 2013 IT Service Management Update (Julie Stangl)

  4. IT Service Management Update • Agenda • November Incident SLA stats • 2014 Budget by Service • Managed Service Agreement (MSA) Updates: • Service Request SLA • Customer Satisfaction Survey

  5. Process Improvement: Managed SLAs Defined Service Request SLAs and Customer Satisfaction Survey are key year-end deliverables. SLA Timeline SR - SLAs defined for all Services SLA Reports to City/County MSA Complete Trial report Trial report LAST trial report Kickoff Service Request SLAs Implement Improvements Analysis June Oct. – Dec. July Sept. Aug.

  6. Service Level Agreements – Incident Resolution Time November 2013 – Closed Incident Tickets Summary • Only includes tickets created by Service Desk/CoSentry; These numbers do NOT reflect peripheral Google support requests during implementation. • ** Does not include 700+ issues that were handled by the supplemental Google support team.

  7. Service Level Agreements – Incident Resolution Time 100% 98% 95% 91% * Only includes tickets created by Service Desk/CoSentry

  8. Service Level Agreements – Incident Resolution Time * Only includes tickets created by Service Desk/CoSentry

  9. Service Level Agreements – Non Service Desk Tickets For November, 52 tickets (7%) were not included in the SLA stats because they were not originated at the Service Desk. This is down from 10% in October.

  10. Service Level Agreements – Exclusions For November, 48 tickets were excluded from the SLA stats; 59 were excluded for Google project.

  11. 2014 Service Budget

  12. Service Request SLAs The proposed SLAs for all Service Requests are the same as the existing Desktop Support SLA… B. Service Request Target Response and Resolution Times DOTComm will meet these targets 90% of the time. SLA Tracking will ‘officially’ begin Jan. 1, 2014 with the first OC report in Feb., 2014

  13. MSA – SLAs Defined … but Service Request Prioritization Guidelines need to be tweaked to reflect all of the services. * DOT.Comm Master Service Agreement, March 2013

  14. Service Request SLAs - Backlog There are currently 376 outstanding Service Requests. A ticket clean-up effort is under way; Dual reporting is proposed. Current* Outstanding Service Requests * As of Dec. 5, 2013

  15. Customer Satisfaction Survey Customer Satisfaction Survey ‘Customers will have the opportunity to provide feedback via a brief satisfaction survey which will be sent upon resolution of Incidents and Service Requests. The target level of Customer Satisfaction, defined as “the customer being satisfied or highly satisfied” with the service, is greater than or equal to 70% initially with a goal of 90% six months after all target SLAs are defined.’ 2013 Managed Service Agreement

  16. Customer Satisfaction Survey Customer Satisfaction Survey • DOTComm has partnered with the Help Desk Institute (HDI) for their Customer Satisfaction Index (CSI), a third party survey and reporting service. • HDI is recognized as a leader for this service • HDI will ensure objectivity and statistical validity of the results • HDI will provide government specific industry benchmarks • A survey will be sent for incidents selected at random, immediately upon their closure. • HDI’s service is integrated with Cherwell • Customers will not receive more than 1 survey every 30 days • Service Request tickets will be included in the survey later in 1Q14. • The survey will begin on Jan. 1, 2014 • It is currently being tested with DOTComm and the ITCs • First report to OC in February.

  17. Customer Satisfaction Survey Customer Satisfaction Survey • The Customer Satisfaction Survey will enable DOTComm to grow and improve our services to better meet the demands of the City and County. • Real time feedback • Reliable measurements • External benchmarks

  18. December 18, 2013 Service SpotlightKEVIN HIGGINS, FACILITIES MANAGEMENT

  19. Facility/Operations Team Operations/Facility: The base layer of infrastructure that provides support and reliability so IT services function in a 7x24 mode, seamlessly, regardless of conditions or circumstances. • Print Services • Dee Daniell (21 years) • Mike Dasovic (20 years) • Facility Services • John Simoens (13 years) • Joe Boardman (13 years)

  20. Facility Services Include: • Technology Center infrastructure monitoring & maintenance contracts. • IBM enterprise server, virtual tape and storage Infrastructure and server installation. • Administration of access control and CCTV security cameras and recording appliances for the 408 facility and the tech Center. • Remote site UPS installation . • Planning and installation of Infrastructure needed to support data closets hosting network & server equipment. • Facility re-modeling of office space when required.

  21. Central High-Speed Printing DOTComm offers high-speed cut sheet laser printing. • A scheduled courier service is provided for delivering the printer output to various customer locations offered through the Douglas County mail room services. • DOTComm laser printers are capable of producing form output at speeds of up to 120 images per minute. • Able to print duplex and simplex as well as Magnetic Ink Character Recognition (MICR) for producing easy to scan documents. • Post-processing equipment allows for the form output to be bundled into multiple page document.

  22. High Speed printing

  23. Technology Center • The new technology center has provided space for a new and larger service desk, computer lab and modern training facility. • The tech center allowed for the consolidation of all City/County IT related equipment into one facility. • The capacity to become a co-location facility for other state or local government IT providers. • The tech center which opened in April of 2012 has a proven track record of 100% reliability(uptime) of IT service during 5 public utility outages, one of which lasted for 48 hours and another 30 Hours.** **human error excluded

  24. Service desk

  25. PC Lab

  26. TrainingRoom

  27. Server Room

  28. West Server room

  29. City/County Facility Partners The Building Commission Paul Cohen/Pat Herzog • Tech Center Construction • HOJ wiring project Douglas County Public Property Jerry Leahy/Jeff McGill • Douglas County Health Center • Mid-town Campus The City Of Omaha Mike Oestmann • Police Department Remodel-central • New Fire stations

  30. How to Access Services DOTComm Service Desk 444-3663

  31. December 18, 2013 Projects (Tracy Svevad)

  32. “Spot Light” Project Update • Projects: • OMS (GTL) – Corrections • Fatpot • CMS GUI Front End and Application Upgrade • Projects: • n/a

  33. “Spot Light” Project Update • High Visibility Projects: • Fatpot – OPD • Support an updated Image for the mobile environment • Provide any operational support requested • OMS (GTL) – Corrections • Continue to assist with data conversion questions and issues • Limited interface work due to loss of resource

  34. “Spot Light” Project Update • 1399 – Mayor’s Website Upgrade • 1312 – County Clerk Marriage License eForm

  35. December 18, 2013 Capital Improvement Projects 2013Update(Bob Nord)

  36. CIP Project Updates – December 18, 2013

  37. December 18, 2013 Capital Improvement Projects 2014PLAN REVIEW(Bob Nord)

  38. Capital Improvement Projects 2014 – Dec 18, 2013 • County and City Committed Dollars • Google Email and Calendar (Implemented) • $300,000 Annually • County/City will be billed actuals annually in 3rd quarter • $300,000 Implementation • Data Backup and Storage (Implemented) • $218,500 set as a 50/50 split • County/City will be billed actuals monthly

  39. Capital Improvement Projects 2014 – Dec 18, 2013 • PFS Bond Funded • VoIP • $120,000 City Planning deployment (Installed) • $84,000 DOTComm deployment (Installed) • $120,000 County (Planning Phase) • Load Balancers • $102,000 Installed in test environment • Remote Site Network Refresh • $86,000 Installed and Upgraded

  40. Capital Improvement Projects 2014 – Dec 18, 2013 • DOTComm Committed • Desktop Tool • Proposed • Branch Office UPS Replacement • Installed and Upgraded • Server Licensing • Installed and Upgraded

  41. Capital Improvement Projects 2014 – Dec 18, 2013 • 2014 Targeted Projects: • Microsoft Enterprise Agreement, Data Security Projects, Virtual Environment growth and refresh, Database consolidation, VoIP growth, Facilities and Network • CIP Process steps: • Further validation of identified projects – satisfying drivers, benefactors, time to implement, priorities • Discuss funding models • Agree on targeted priority projects and fit into timetable

  42. December 18, 2013 DOT.Comm 2013 Operations Service Update(Bob Nord)

  43. Operations Service Update – December 18, 2013

  44. December 18, 2013 IT Security(Greg Andersen)

  45. IT Security – What WE Have Done in 2013 2013 has been a great year starting a strong IT security program It is quite amazing what we have accomplished! Let’s take a few minutes to review what all we have done and show how that puts is in good position for the future. Here are some words that I think of when I review the year: Procedures Policies Training Assessments Roadmaps Projects Collaboration Initiative Teamwork Feedback Outreach

  46. IT Security – What WE Have Done in 2013 Assessments / Roadmaps – We have analyzed our environment for risks, formed an IT Security Stakeholder Group to review these risks, and track the risks on a roadmap. Mid-year we had the roadmap reviewed and an ISO 27001 security assessment performed by a third party.

  47. IT Security – What WE Have Done in 2013 Policies Created: • Network (AD) Password Policy (Finally!) • Network Connection Policy – Defined the “rules of the network” • Network Scanning Policy – Gave permission to DOTComm to scan the network • Hardware and Software Policies – Lifecycle management, ownership defined Procedures: • Network Vulnerability Handling Procedure – Defines what we do when vulnerabilities are discovered Training: • UASI Grant Funded Training – Technical training on cyber security topics • Cyber Security Training for End Users – Created weekly email campaign and Cyber Security Portal Collaboration: • Reached out to State of Nebraska, presented at NACO Cyber Security Conference, discussed items with security experts, and talked to peers in the public sector.

  48. IT Security – What WE Have Done in 2013 Large Projects and Initiatives Were Kicked Off: • Software Deployment Tool • Web Security Project • Microsoft XP End-of-life • Going Google Related items that were implemented, but didn’t make the roadmap: • “Mobile Device Management Lite” for Phones – PIN codes required on mobile devices connecting to Google Apps, along with wipe capabilities. • Google Message Encryption Deployment – This is an external email encryption / portal for the secure delivery of specific emails (HIPAA, HR, etc.) • Google Vault – We now have an e-discovery tool for the Enterprise

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