Work Intake Project Overview 3 rd Wednesday

1. Work Intake Project Overview 3rd Wednesday

2. So…What’s the Problem?? Today…. Within DOIT, no effective method of capturing, organizing, and reporting DOIT work demand. • Results in…. • Inability to effectively assemble work demand to determine where DOIT invests it’s time; • Ineffective methods of classifying incoming DOIT work request based on risk, size & complexity; • Difficulty setting broad customer expectations due to lack of work demand metrics; • Difficulty identifying opportunities to streamline resources to improve service delivery.

3. What’s the Solution?? Tomorrow…. Improve DOIT’s ability to understand how limited resources are being allocated by achieving the following objectives: • Establish “work channels” for incoming work requests; • Establish a common DOIT work request database; • Close “back door” DOIT work requests which never get tracked; • Apply the right level of methodology “rigor” to work requests based on risk, size & complexity; • Provide management reports of DOIT work requests across all work channels; • Position DOIT for effective resource forecasting and expectation-setting with Agencies When: June 30, 2009 3

4. TODAY ITSM • RFS (all sizes…) • Break Fix (Incident Management) • Problem Management • Change Management IMPACT

5. TODAY SDM • SDM Standard • SDM COTS • SDM LITE • SDM RAD INVENTORY

6. TODAY BACK DOOR • Phone Calls • Drive By • Email Black Hole

7. WORK CHANNELS Services Projects Break Fix Enhancements Consultations Back Door IMPACT

8. DOIT Work Intake Channels Description Criteria Methodology Used • SDM Standard • SDM Lite • ITSM New IT project requests that are larger/more complex than application or infrastructure expansions. These projects are riskier, where requirements may be unclear/more challenging and business impact is significant. • Total calendar time > 8 weeks AND • Total IT Cost > $50,000 OR • Delivers an Enterprise Solution Project Channel • Total calendar time 8 Weeks or less AND • Only impacts 1 Application AND • Total IT cost < $50,000 IT work requests to expand current application functionality or system infrastructure. Larger than a routine Request for Service, but is very low risk and very straight-forward. • SDM Checklist (New) • ITSM Enhancement Channel • Total calendar time 2 Weeks or less AND • No more than 50 hours AND • Activates routine service offering AND • Introduces no new Application DB Routine IT request to execute a repetitive service request (e.g. phone jack activation, IP address request, VPN request, RFP Review) • ITSM Service Channel • Introduces no new functionality • Corrects production defects Break Fix Application or system outages. Business-impacting defects. • ITSM • Total 4 hours or less AND • Produces only advice or recommendations Meetings to seek clarity or to solicit subject matter expertise; • ITSM Consultation

9. How am I Impacted??? Impacted Business Areas Online Forms Request Process (Impacted areas: Agencies, DOIT) – Re-designed Portal landing page to provide new look & feel; Introduction of new online form to capture Consultation request, which will route through the new Consultation work channel Impact Assessment: Very Low. Project Initiation (Impacted Area: PMO) – Once Project Profile document is approved, PMO must be trained to enter basic project information into IMPACT, which is the common database for Work Intake metrics reporting. Impact Assessment: Medium. Work Intake Reporting (Impacted Area: PMO) – New reporting process to generate new Work Intake reports. Impact Assessment: Medium. IMPACT Ticket Creation (Impacted Area: DOIT Service Units) –DOIT Service Units must be trained on how to re-classify DOIT work requests to other DOIT work channels when appropriate (e.g. re-classifying Service tickets to Enhancements based on assessment of the request). Impact Assessment: Low. IMPACT Ticket Notification (Impacted Area: DOIT Service Units) – DOIT Service Units must be made aware that IMPACT will generate automated email notifications when Consultation requests are made via online forms. Impact Assessment: Low.

10. Work Intake “To-Be” Process Model - Request For Service should not be submitted as a project. Close as a improper routing request. Agency Project Initiation Service Initiation Go to ct.gov/doit Submit/Re-submit Business Issue Phase Documents Complete Request Form DOIT Portal Render Landing Page Online Forms Completed Form IMPACT Store Project Data Store Request Data Send Email Notification & Route Request Service Area PMO Queue App Dev Queue Ops Queue Security Queue Architecture Queue CEN Queue Telecom Queue Assess the Request Assign the Work Channel Work the Request PMO Administrator Schedule Profile Review Meeting Enter Project In IMPACT Update Project Inventory Project Profile Committee Conduct Project Profile Meeting Assess the Project

11. DOIT – Work Intake Project PSC – Project Steering Committee Diane Wallace – CIO Tricia Johnson – DOIT PMO DirectorChuck Hoadley – Director, Business Development Division Eric Linquist – Director, Service Management/ITIL Current Phase:Construction Mauro Carducci,Deployment Lead BUSINESS PARTNERS Mauro CarducciUAT Lead – Work Intake Anne MacLeod,ITSM Program Mgmt Larry Williford,Business Process Lead Mauro Carducci,Business Manager Karen Marcolini UAT Lead – KPI Reporter Larry Williford,Business Requirements Lead Diane Wallace,Executive Sponsor Brian Mills,Development Lead Mauro Carducci,Production Support Lead Mauro Carducci,Technology Manager N/A,Network Lead Tim Searles, Test Lead TECHNOLOGY PARTNERS N/A,Infrastructure Lead N/A,Security Lead Support/Consulting Roles: DOIT Directors Procurement – Jacquie Shirley Enterprise Architecture: Alan Treiber

12. Q & A

13. Appendix

14. Report Name: DOIT Work Demand by Channel

15. Report Name: Project Channel by SDM Methodology (All Agencies)

16. Report Name: Enhancement Channel by Service Area

17. Report Name: Service Channel Demand by Service Area

18. Report Name: Service Channel – Project vs. Non-Project

19. Report Name: Consultation Channel by Service Area

20. Report Name: DOIT Work Demand – Quarterly Trend Report

21. Report Name: Service by Service Area – Quarterly Trend Report