1 / 50

Oversight Committee

January 15, 2014. Oversight Committee. January 15, 2014. January 15, 2014. IT Service Management Update (Julie Stangl). IT Service Management Update. Agenda December Incident SLA stats Project Management Process Improvement Review. Service Level Agreements – Incident Resolution Time.

jweinberg
Download Presentation

Oversight Committee

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. January 15, 2014 Oversight Committee

  2. January 15, 2014

  3. January 15, 2014 IT Service Management Update (Julie Stangl)

  4. IT Service Management Update • Agenda • December Incident SLA stats • Project Management Process Improvement Review

  5. Service Level Agreements – Incident Resolution Time December 2013 – Closed Incident Tickets Summary ** Only includes Google tickets created up through the end of the project - Dec. 12, 2013; All tickets created after this date are included in the regular stats

  6. Service Level Agreements – Incident Resolution Time 93% 91% 89% 80% * Only includes tickets created by Service Desk/CoSentry

  7. Service Level Agreements – Non Service Desk Tickets For December, 78 tickets (9%) were not included in the SLA stats because they were not originated at the Service Desk.

  8. Service Level Agreements – Exclusions For December, 38 tickets were excluded from the SLA stats; 137 were excluded for Google project.

  9. DOT.Comm Project Process ReviewJanuary 15, 2014

  10. Project Costing In 2014, each service will estimate the number of hours that will be dedicated to working projects.

  11. Project Costing The Project Hours would then be allocated to County / City and Enterprise “buckets” based on their % of Service costs. Z Hours Y Hours X Hours City County Enterprise

  12. Project 1 Project 1 Project 2 Project 1 Project 2 Project 3 Project 2 Project 3 Project Costing • Projects will be estimated and prioritized across the County, City and Enterprise. DOT.Comm 2014 Project List County City Enterprise

  13. Project Costing • The 2014 Bucket Hours are close to being finalized…

  14. Project Management Multiple studies show that a significant share of IT projects overrun their original timelines or are never completed. ** • When projects overrun or fail, it usually can be traced to one or more of the following causes: • Technical: • Technology choices • Project management techniques • Individual: • Project leadership • Scope management • Communication • Stakeholder: • User involvement • Sponsor buy-in • Goal specificity ** Gallop

  15. Project Management • A study published in Harvard Business Review found that the average IT project was 27% over its budget, and that 1/6th of the projects had a cost overrun of 200% and a schedule overrun of 70%. What is the City and County’s IT Project success rate? ** Gallop

  16. Project Management Where do we want to go? Level 5 Optimizing • PM continuous improvement and innovation Level 4 Managed • Quantifiable measures of the process and output quality are collected and used. Level 3 Integrated • PM Processes are documented, standardized and integrated across the organization Level 2 Consistent • Basic management processes & controls are established to track progress • Discipline is in place to repeat earlier successes Level 1 Ad hoc • Few activities are explicitly defined • Success depends on individual effort and heroics * PM Institute

  17. Project Management Process The proposed Project Management process leverages existing PM processes supplemented by increased business involvement upfront. “Portfolio Management” • What problem are we trying to solve? • What are the benefits? • When is this required? • What is a high level estimate of the resources required to complete it? • What is the priority of this project compared to the other projects the City/County/Enterprise wants to do?

  18. Key Definitions • What is purpose of a standard PM Process? • Most efficiently use resources to achieve project goals • Defines requirements, along with stage “gates”, for each step of the process “Portfolio Management”

  19. DOT.COMM Project Management High level Process Improvement Plan - Draft 4Q14 1Q14 2Q14 3Q14 1Q15 Pilot Process Changes* I. Roll out new processes 2. Implement Tool Changes 3. Standardize / Measure / Improve 4. Projects fully integrated with cost model 5. *“Business Feasibility Review” and “Opportunity Assessment”

  20. January 15, 2014 Service SpotlightNo Presentation For January(For February: Network, Data Storage, Telephone, Email, Calendar – Brad Toland)

  21. January 15, 2014 Projects (Tracy Svevad)

  22. “Spot Light” Project Update • Projects: • Fatpot - Omaha Police • OPW Numbering Database - Public Works • Justice Lease 2013 - Douglas County • Projects: • OMS (GTL) - Corrections

  23. “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 • DOTComm Resource has been hired and is gaining knowledge or project status and tasks • Continue to assist with data conversion questions and issues • Limited interface work due to loss of resource

  24. “Spot Light” Project Update • Public Defender PC Installations • DC Assessors Windows 7 Upgrade • Juvenile Probation Office PC Installations • Adjust Probation PC Installations

  25. January 15, 2014 Capital Improvement ProjectsUpdate(Bob Nord)

  26. CIP Project Updates – January 15, 2014

  27. January 15, 2014 DOT.Comm 2013 Operations Service Update(Bob Nord)

  28. Operations Service Update – January 15, 2014

  29. Mainframe Upgrade October 6, 2013 2012 Nov 2013

  30. Operations Service Update – January 15, 2014

  31. January 15, 2014 IT Security(Greg Andersen)

  32. IT Security – Goals for 2014 • Eradicate Windows XP • Evaluate BYOD Feasibility • Deploy Google Message Encryption • Work with HIPAA Covered Entities on deep-dive analysis • Expand Cyber user education and portal • 180 City/County respondents to Cyber Security Month Survey • 76% found October campaign useful • 76% believe Cyber Security education should be mandatory Did you find the Cyber Security Campaign in October Useful? Do you believe Cyber Security training should be a mandatory training for all City and County employees?

  33. IT Security – Initiative: System Center Deployment Build HW and Configuration System Center Software Deployment Tool Rollout Test AD Cleanup, Inventory, Communication Deploy Start with Test group Maintain Determine Update Policy, Sync with AD, CMDB, Etc. 2Q -> Jan Feb Mar

  34. Microsoft Windows XP Upgrade Migration Campaign 4150+ Windows 7 Compliance Meter 3975 3750 3525 3300 3075 2850 • Project Status: • Approval of Enterprise Agreement • System Center software deployment tool purchased • Waiting on installation for expedited upgrades and rolling inventory • Limited amount of current movement • Pending Deadline – April 8th, 2014 from Microsoft… end of year for enterprise 2625 2400 Existing Windows 7

  35. January 15, 2014 FinancialsDecember 2013 Preliminary Financials(Sara Ransford)

  36. Preliminary Financials, Dec31, 2013-Stmt of Net Assets

  37. Preliminary Statement of Net Activity December 30, 2013

  38. Preliminary 2013 Expenditures December 30, 2013 100%

  39. Preliminary 2013 December Budget Comparison

  40. January 15, 2014 Organizational Report(Derek Kruse)

  41. January 15, 2014 Innovation Amazon Web Services Greg Andersen I

  42. Innovation Topic – Amazon Web Services Amazon Web Services or AWS for short is a cloud-based infrastructure service What this means is the servers, switches, storage, and other data center infrastructure is in the “cloud” or simply Amazon’s data center instead of ours This has been tested in our environment and DOTComm wasn’t the first to make this voyage: Douglas County GIS has been using this services successfully for quite a few years

  43. Innovation Topic – Amazon Web Services (cont.)

  44. Innovation Topic – Amazon Web Services (cont.) Benefits • Pay for what you use • Easy to setup • Low cost of entry and eliminates need for large capital replacement purchases • Built in disaster recovery • 3rd party partners available to fully manage our environment • FED Ramp Certified. Cons • Cost can fluctuate based on usage • Close monitoring required to prevent usage creep • Performance is tiered, which may require investment in high cost tier in the future • Cannot meet all needs as some application will continue to reside in the DOTComm Data Center

  45. Future Innovation Topics for 2014 • BYOD • Mobile Devices Management • Disaster Recovery • Access Management • CRM • Hyperion Reporting • Technology Fair • Others?

  46. January 15, 2014 New Business

  47. January 15, 2014 Microsoft Enterprise AgreementGreg Andersen

  48. January 15, 2014 New DOTComm External WebsiteDerek Kruse Link

  49. PUBLIC COMMENTS • NEXT MEETING: February 19, 2014 @ 2:30 in Jesse Lowe • ADJOURN (to Executive Session)

More Related