Infrastructure Services Board December 13th, 2010 Commonwealth IT Service Excellence Update

1. Infrastructure Services BoardDecember 13th, 2010Commonwealth IT Service Excellence Update

2. Agenda for ITSEC portion of 12/13 ISB

3. Background on IT Service Excellence at the Commonwealth level • At June 2010 Commonwealth’s IT Strategic Planning session, SCIOs identified Service Excellence (SE) as a key Commonwealth IT Strategic Plan Initiative • Broad IT Objective: Ensure Business is being served by IT, and that customers understand and are satisfied by the IT Service experience • Commonwealth SE comprises of a set of service management protocols based on the industry-standard Information Technology Infrastructure Library (ITIL V3) • Outcomes from Sept. ISB Meeting • Re-Define “ISB IT Service Level Management Sub-Committee” in relation to the Commonwealth’s Service Excellence Program • Reviewed a proposed High Level Service Excellence Roadmap • Confirmed ITSEC Committee membership

4. Committee Membership • Expectations of Service Excellence Committee members: • Responsible for championing Commonwealth Service Excellence initiatives across secretariat • Authority and capacity to drive agreed upon committee policies and procedures throughout each Secretariat • Fully participate in committee meetings on a consistent basis and provide timely, required reporting • Knowledgeable or able to quickly absorb knowledge of the ITIL framework Donna Perchase, EHSJacquie Doherty, EEANicholas Obodo, DOITom Blair, DOEDennis McEvoy, ANFBooker Crawford, John Charlton and Tom Arcand, MassDOTGerald Comeau, LWD Timothy Mitchell- EPSKevin Martin (Chair), Ron Thompson, Emmet Millett and Tom Esposito, ITD

5. Accomplishments 1) Established committee; bi-weekly meetings w/ published minutes & a wiki presence https://wiki.state.ma.us/confluence/display/StrategicPlanInitiative8ServiceExcellenceCommonwealth/Home 2) Agreed upon mission and charter and detailed roadmap 3) Established a network of experts that rely on each other to further Sec. & Agency efforts 4) Agreed upon key Terminology and Incident Prioritization model 5) Agreed upon FY 11 Roadmap 6) Agreed to participate in “Delivering Outstanding Customer Service” Training program 7) Endorsed ITD’s LOB/SLO reporting focus 8) Significant Secretariat information sharing (see Appendix) 9) Drafting an end to end service model Mission:   “ We continually strive to facilitate excellent IT service and support for our customers.”

6. 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

7. Terminology review (source is primarily The Office of Gov. Commerce (OGC): owner of ITIL framework) 1That is, the SLO document can help avoid redundancy by not repeating all the content of the Service Catalog but leverages and refers directly to Catalog Descriptions ** Someone who purchases goods or services; person or group who defines and agrees with service level targets. 7

8. Terminology review (con’t) 8

9. Commonwealth Incident Prioritization– ITSEC Endorsed:Defines Priority with which Incident will be managed See Examples

10. Incident management Off-hours Coverage Policy (6:00 pm – 7:00 am weeknights and 24 x 7 weekends) • An established Process exists (see Appendix for timeline) • Process is executed by the Duty Manager • Process is being enhanced to provide better Communication • For off-hours Major Incidents (i.e. Priority 1 and Priority 2 outages) the ITD Duty Manager will assume responsibility for handling senior level IT Customer communications • Where we need your support: • From each Secretariat we need a single point of contact (SPOC) for any off-hours P1 or P2 incidents • We are also asking that SCIOs help us by utilizing and promoting the Duty Manager process and leveraging Duty Manager as the ITD single point of contact – for initial escalation • Committee is in the process of discussing the best channel(s) for Communication and ways to leverage technology

11. ITSEC’s Proposed LOB/SLO Reporting – Internal Pilot • At Sept ISB – there was a request for Service Performance reporting as an adjunct to our Service Catalog and Chargeback Reporting model • Based on a Bundled services pilot with EHS which has been underway since July, a proposal for expanded LOB reporting was presented to the ITSEC (next slides) • As a result of the enhancements from the roll-out of the COMiT system, ITD is positioned to begin reporting key performance metrics by it’s 6 Lines of Business • ITSEC recently endorsed a Commonwealth wide standard for Incident Prioritization • ITSEC endorsed the ITD proposed reporting format for eventual use by ITD customers • ITSEC is looking for ISB buy-in • ITD will internally pilot this reporting Jan-Feb; begin using it to manage internally; establish confidence and clarity around the data and begin sharing the reports upon pilot completion • ITSEC has also identified that there may additional future Secretariat needs

13. LOB/SLO/SLT (Service Level Target) KPIs ITSEC Proposed Infra: Based upon NNM monitoring of Related Devices ** Will be based on ITSEC definitions of Incident Priorities & CH Classifications as Captured in SD Incident Ticket ** May be available in a later iteration

14. Appendix

16. Incident Management Process off Hours (6:00 pm – 7:00 am weeknights and 24 x 7 weekends) Duty Manager Role & Responsibilities / Checklist Return to Duty Mgr

17. Incident Management Process off Hours (6:00 pm – 7:00 am weeknights and 24 x 7 weekends) Duty Manager Role & Responsibilities / Checklist

18. Commonwealth Incident Prioritization: ITSEC member examples P1 P2 P3 P2 P4 P3 P3 P4 P4/P5 Return to IM Model

19. End to End Service Desk - Tiering Model – Showing Activities/Key responsibilities Level/Responsibility • Service Desk – Level One Responsibility First Point of Contact ( may be referred to as Tier 1, HelpDesk, First level, etc.) • Channels include: Self Service Tickets, Emails, Phone calls, Walk-ins; Monitoring • Responsibilities: • Call or Ticket Receipt • Ticket creation/update: Prioritization; Categorization • Initial Basic Triage & Resolution possibly using Knowledge or Solutions base or rudimentary application support may include password resets, access Mgt, • Escalation to more advanced level • Second Level Responsibility– (may be referred to as Tier 2, Specialized Help Desk (i.e. but may actually still reside within the HelpDesk function, etc.) • Channels include: Ticket transfer, Call from Helpdesk analyst, call from other IT technology groups • Responsibilities: • All of Level 1 capabilities • More specialized analysis and problem solving and may include more advanced Outlook i.e. beyond basic knowledge, Networking etc. skills • Third Level – (may be referred to as Tier 2, Field support (i.e. in EHS) or typically dedicated IT Technology groups like Desktop/LAN, UNIX, Networking, DB, Applic., etc.) • Channels include: Ticket transfer, Call from Helpdesk analyst, call from other IT technology groups • Responsibilities: • All of the above Level 1 & 2 capabilities • Much more specialized analysis and problem solving- typically this level supports a specific technology discipline, i.e. an Application area or a technology like Mainframe or Mid-range or Storage or Virtualization • Fourth Level – (may be see as the Vendor, ITD, or Advanced Architecture groups) • Channels include: Ticket transfer, Call from Helpdesk analyst, call from other IT technology groups • Responsibilities: • Most specialized analysis and problem solving Back 19

20. End to End Service Desk - Tiering Model • Capability/Skill Dimension • Help Desk • Ability to receive, record, classify/prioritize , and restore service • Knowledge of business and understanding of services and SLO’s impacted by outages • Understanding of supporting ITIL process of common Incident Management utilized by ANF/Commonwealth • Ability to troubleshoot • Knowledge of technical services provided by IT organization • Strong Communication skills • Ability to use supporting tools including SDE platform and knowledge tools (i.e. vendor resources if available) • Ability to learn new applications being developed within the • Stage One Capabilities • Ability to receive, record, classify/prioritize , and restore service • Knowledge of business and understanding of services and SLO’s impacted by outages • Understanding of supporting ITIL process of common Incident Management utilized by ANF/Commonwealth • Ability to troubleshoot • Knowledge of technical services provided by IT organization • Strong Communication skills • Ability to use supporting tools including SDE platform and knowledge tools (i.e. vendor resources if available) • Ability to learn new applications being developed within the Secretariat • Help Desk • Ability to receive, record, classify/prioritize , and restore service • Knowledge of business and understanding of services and SLO’s impacted by outages • Understanding of supporting ITIL process of common Incident Management utilized by ANF/Commonwealth • Ability to troubleshoot • Knowledge of technical services provided by IT organization • Strong Communication skills • Ability to use supporting tools including SDE platform and knowledge tools (i.e. vendor resources • Help • Stage Three Capabilities • Highest available knowledge and troubleshooting skills, typically vendor based expertise in products upon which IT services depend • Stage Two Capabilities • All of the above capabilities • May perform monitoring activity • Fuller ability to navigate some applications • Stronger technical knowledge of IT service area(s) including specific applications, networking, telecom (i.e. Avaya, etc.), OS, Middleware, Server, Security, Desktop & facilities services • Stronger understanding of service architecture and interdependencies (i.e. OLAs) across IT services Back 20

21. Service A Service A 1 1 SLO SLO SLO SLOs SLOs The Business The Business Service B Service B Service B Messaging Service C EHS NMMIS Service B DMH Service B Service C Service B Service C Supplier B Supplier C Service C 2 3 2 2 3 2 2 3 3 3 2 3 2 Service A Service A Service A Service A Supplier A 1 1 1 1 Service Level Management – Showing Inter-relationships Inter-agency – Secretariat and ITD Secretariat: EHS EHS Agencies DPH EHS SERVICE DESK EHS Executive level 1 1 ITD Service Catalog ITD Service Catalog NMMIS Service H Service G Service D Service F Service C Service E Offering Service B Service A Offering ITD LOBs:Application Print & MailIntegrationNetwork & DataHostingSecurity 4 3 Support Teams 3rd Party Suppliers 4 2 OLAs Operating Level Agreements 3 1 LEGAL, PMO 2 UC’s Underpinning contracts These are not betw services but rather Between services and Support functions SERVICE ACCONT MGT 1 COMMONHELP

22. EHS INCIDENT MANAGEMENT COMMUNICATIONS