IT Service Excellence Committee (ITSEC) Jan. 20th Meeting

1. IT Service Excellence Committee(ITSEC)Jan. 20th Meeting Jan. 20 , 2010

2. Agenda

3. Take-aways from last meeting

4. Training & Survey Update • Training • We have 4 members expressing intent or nterest in Customer Service Training • Office of Comptroller – 35-40 (Boston based) • EEA – 10 (Boston based- additional 15-20 later on - outside of Boston) • EOE – 3-4 • EHS – All HD personnel through EHS offering • Met with DOR • Matthew Casey ( Mgr of Training function) – DOR will offer 1 day class and tailor it to our needs i.e. include our material • Cost would not exceed $50/person- they would target delivery in March/April • Typical class size is 15-20 students • There could be an opportunity to expand this for change management, etc. in the future • DOR also has a video capability • We are pursuing possibility of alternate funding sources • If we have a collective interest, next steps are to: • Meet with the DOR folks to clarify our specific expectations/needs • Verify cost and then confirm funding • Proceed with any modifications to the course • Survey • We have discussed sharing our collective survey results in the Feb. timeframe • Is this still a good target date

5. Incident KPI Reporting • Purpose: begin to help us understand Commonwealth-wide Service Support • Report volumes of Incident tickets by priority • Definitions: Leverage our agreed upon Incident Priority Model & a format used previously some members to share their data • Completely voluntary – as different groups are at different places • Initially shared only within this committee on our members only page (until familiarity established and ITSEC members decide to share more widely) • Begin to take a look at results in our next meeting • Process: • Agree upon format today • Tom E. to distribute template to participating ITSEC members early next week • Return to Tom 2 days prior to next meeting • Tom to collate and distribute prior to meeting (and to post on our members only wiki page)

6. Proposed initial Incident KPI format

7. Next Steps on KPI front •  In order to answer key questions about where we are seeing problem/opportunity areas that we are commonly experiencing, we might want to begin to think about how we would wish to group our incidents into categories • By generic services we provide • By root cause ( a future opportunity) • By customer viewed solutions (for a true end user perspective of IT solutions) • We have had some experience sharing some Incident Category information across groups based on generic service we provide (as shown in following slides) • Recognize the ITSEC is a very different places with respect to being able to define these categories and especially as different aspects of IT Consolidation • The intent is not to suggest an organizational model nor is it intended to change classification logic in existing ticketing systems but rather to agree upon the type of service categories • Idea is avoid adding any work during our current interrim stage but still to allow us all to share Incident information with understanding what folks have the ability to report today • Info sharing from folks- Jacquie has provided her classifications https://wiki.state.ma.us/confluence/display/StrategicPlanInitiative8ServiceExcellenceCommonwealth/EOEEA+Service+Excellence

8. Sample for Incident Categorization Model IT Services Applications Network & Data Svcs Backup & Recovery Network NNMIS Assistive Technology DataBase Hosting Storage Virtual Gateway Telecom MMARS CIW GRANT MGT Messaging HRCMS MassGIS Hosting Nutrition Mass.Gov Waste Clean-up., Etc. Virtualized Hosting Co-Location Disaster Recovery Linux/Unix Hosting Desktop/LAN Services Mainframe Windows Hosting Group Policies in AD; Mailbx & AD user accounts PC,Laptop, Mobile device support LAN & desktop srvs & VPN Integration Svcs Content Mgt Svcsl Intranet- Internet File & Print Services SAI Services Commbridge Video s/u, mobile loaners, wireless Secure File Email Delivery Centralized Account Mgt Print & Mail Svcs Security Services Support Services Central/Chelsea Mail Risk Assessment Cert Mgmt Production Scheduling Print Svs/ View Direct UAID Firewall Protection Incident/Change Mgt VPN Vulnerability Assmt PMO

9. Previous work done - March 2010- Secretariat/Agency Incident Categories

10. Previous work done - March 2010- Secretariat/Agency Incident Categories (con’t)

11. Previous Information sharing by former SLM committee

12. Next Steps • ITSEC members share current Incident Category breakdowns if available • Tom E. to assemble into a master matrix • Decide upon what (if any) sharing we want to do as a group • Establish a process for consolidating the data

13. Objectives of Desktop/LAN Service discussion •  Identify high level components of a generic Desktop/LAN Service for purposes of augmenting current ITSEC LOB/SLO KPI model • Identify supporting KPI/Metrics related to Desktop/LAN for inclusion in ITSEC LOB/SLO reporting model (idea is eventually roll-up these metrics under the Desktop/LAN classification) • Identify any decision tree/check list related to those same services that could become a part of the end to end Service Model • Recognizing we are just beginning to engage our business partners to give us their requirements; so we can understand their expectations with regard to certain services • Recognizing that the Desktop/LAN consolidation work is at very different stages across the Secretariats • For example, in EHS there are several different groups across the 17 agencies and these groups have different service models for supporting users through Desktop support, including services such as mobile device (cell phone deployment) • Organizationally some group have aligned Desktop/Lan with Helpdesk other not so (i.e. Mass Comm. For the Blind)

14. Possible Generic Secretariat Service Components • Local Area Network and desktop service planning • Network connectivity (incl. resolving connectivity issues) • Video setup/Mobile equipment; (including loaning equipment; projectors; air cards, etc.)(EEA) • Internet access • Configuration, installation, cabling and support of desktops; File/Print servers & assoc. s/w • Back-up & Recovery Services • Manage Personal Computers (incl Break/fix), Laptops, BlackBerry, Mobile devices and VPN • Deliver on-site and remote technical support as needed • Maintain Group policies in Active Directory, MassMail mailboxes and Active Directory user accounts • Centralized Account Management (i.e. working w/ authorized ISOs across various agency specific applications) • Other local mail support (i.e. non-ITD supported Mail services) • Support Local Area Network and Desktop Services • Content Management support – i.e. Update of Intranet/Internet (i.e. Mass.gov content) (EEA) • Vendor Management as appropriate (facilitation and/or actual procurement) • Systems Maintenance • Utilization of Microsoft subscription services for maintaining servers at recommended patch and release levels following standard change management procedures • Maintain current inventory/asset information and support history for each File and Print MS Server 2003/2007 • Standard capacity and performance analysis reporting for LAN Administrators to review utilization

15. Customer-focused Service metrics: High level • Customer Support: High Level Performance metrics overall Service Desk Performance: • % Calls Abandoned1 • ASA on incoming voice channel (vs. target if one has been established) • % SRs resolved on first call (requires agreement on what is meant by 1st contact) • % SRs resolved within target • % SRs resolved for 1-2 specific high priority customer services (i.e. new ee on-boarding*) • Customer Sat. survey: Monthly % falling into Satisfied or Very Sat. Categories • Customer Delivery: High Level Performance metrics: • Printer outages: (by agency/site - # of printer outages and avg. MTTR**) • Availability of LAN (i.e. based on monitoring of local environment if available***) • Desktop outages (by agency/site - # of PCs and avg. MMTR) • Desktop/LAN overall: # P1/P2’s (per ITSEC definitions of P1, P2 related to Desktop/LAN services)- this would capture if VIP’s where impacted by single PC or Printer outages • Mail outages: # P1,2,3,4 Mail related outages and MTTR (Secretariat owned only- via local ticketing system ***) • % Desktop/LAN Services meeting SLA**** * Employee on-boarding: i.e. appropriate equipment installation; s/w, network access ** Mean Time to Restore service *** to be eventually combined w/ ITD Network & Mail reporting for an end-to-end customer view) **** based upon SLAs when available 1An incoming ACD call is counted as abandoned when the caller hangs up before the call is answered by an agent or before the call is routed off-site

16. Latest additions to our wiki site EPS EEA EOLWD Comptroller EHS ANF 16

17. End to end model Link to Secretariat specific processes- EEAEOLWD

18. Appendix

20. ANF wiki IM material Back

21. EEA wiki IM material Back

22. EOLWD wiki IM material Back

23. Draft- Commonwealth Incident Management Policy • Our SE roadmap calls for us to publish a Commonwealth-wide IM policy • The will be an owner of each Incident Management process at the Secretariat/Enterprise levels • All Incidents will be managed using a commonly agreed to end-to-end Enterprise model (in progress of being defined) • All incidents will be reported and tracked in a tool by the Service Desk/HelpDesk • All Incidents will be prioritized according to the Commonwealth Incident Policy • All incidents will be classified as to service impacted at the Enterprise level • There will be a model for use by Secretariats for classifying service outages • All incidents will only be closed upon user confirmation (or 7 day elapsed window)

24. Commonwealth ITSEC Incident Prioritization: EPS specific P1 P2 P3 P2 P4 P3 P3 P4 P4/P5 Back

25. EEA Helpdesk flow Back to End to End

26. EOLWD Helpdesk flow Back to End to End

27. End to end Service Model

28. End to end Service Model

29. End to end Service Model Do Dennis or others have A model checklists here ? See next page

30. Sample Checklist - OSC

31. Overall Service Excellence Program 3 year Road Map FY 11 Q2-Q4 FY 12 FY 13 • Establish SE Culture • Offer of Enterprise Service Delivery tool • Commonwealth Policies, Processes and Metrics for Incident Management • Develop Commonwealth SLOs • and SLO Reporting • Commonwealth Policies, Processes & • Metrics for Change Management • Common H/W & S/W Asset Mgt tool • Institute single Commonwealth Virtual Operations Culture Education & Marketing plan ITSEC established ITSEC Wiki presence ITSEC Road show ITSEC Day & Symposium 2nd Sec. Adoption COMiT ITD COMiT implemented Follow-on COMiT Adoptions or integrations 1st Sec. Adoption COMiT Incident Priorities Defined & ISB approved Incident end-to-end Model defined Model fully implemented Commonwealth-wide Reporting of Incident metrics Internal ITD Pilot- Monthly LOB/SLO Rpting ITD LOB/SLO reporting to Customers ITD BSLO customer metrics Single Metrics reporting Framework established ITD weekly CM Calendar published Weekly CW wide Change Calendar Change Types & Stnd Windows Defined & ISB approved All ITD h/w s/w in Enterprise tool Commonwealth h/w s/w in Enterprise tool We Are Here Operational Framework Defined and agreed Monitoring tools rationalized/integrated in support of end to end SE model

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