IT Service Excellence Committee (ITSEC) April 14, 2011

1. IT Service Excellence Committee(ITSEC)April 14, 2011

2. Happy Spring !

3. Customer Service Training Update • Sec’s will not be charged for the cost of the Customer Services classes • All confirmations of #’s and appropriation accounts provided to DOR • If anyone (OSC?) has any final additions, we need them asap ( i.e. by 4/15) • If any problems with attendance prior to day of session, Tom E. will be contact person in the event of any changes/obstacles/issues • Day of the training – any issues contact Chuck Murphy at numbers shown below • Any feedback on multi-jacking? • April 8th at EEA & April 13th at OSC • Next steps • ITSEC managers Distribute final info on logistics to students ( class start, room location, etc.) • Class Schedule: classes run 9:00- 3:00 (students ask to arrive 15 min. early) • April 28 Chelsea (Thursday)- MITC1A – (617) 887-5743 • May 5   Boston  (Thursday) - Room BOSA (617) 626-3889 • May 17th  Boston -  (Tuesday) (originally scheduled for Chelsea, now scheduled for Boston.) Room BOSA (617) 626-3889 • June 14 Boston  - (Tuesday) - Room BOSA (617) 626-3889 3

4. Purpose of ITIL education topic • Address need expressed by ITSEC members for their Sec’s for access to additional ITIL education • Work done to date related to ITIL training • ITIL Awareness program delivered to 1000+ IT associates • Foundation training completed on a selected basis • ITSEC members have identified their needs (see below) • Approx. 25 candidates for intermediate level training • Some Sec’s are actively engaging in specific initiatives which would benefit from this training i.e. EHS & ITD in Major Incident/Problem Management • Opportunity : ITD is implementing an On-Demand eLearning solution which will offer a unique chance to provide the above education • Highly flexible training offering • Timely and relevant material • Could be a significant early win for the On Line training solution

5. Proposal to utilize the SkillSoft solution • Offers on-line access to all V3 (and v2) ITIL books • On Demand eLearning for ITIL Foundation and Intermediate level courses • Course material is very well done and makes use of specific examples • Full exam prep support • Guidance on how to prepare for exams • Sample tests • Mentors available • Actual Exam/Certification expense not covered through eLearning offering • For students interested in certification, these courses themselves are a great springboard since they constitute about 80-90% of the cost to become industry certified • To obtain intermediate level certification, proof of foundation level certification (successful examination) is required • Students would be responsible for the actual certification expense

6. Next steps Obtain ITSEC buy-in to approach – 4/14 Agree upon consistent approach re: exam/certification Complete Skillsoft Implementation – July Determine enrollment process Initiate phase 1 with selected ITSEC candidates - July Obtain feedback from group - July Promote broader awareness and encourage and track participation – Post July timeframe

7. ITSEC Requirements- ITIL education

9. Enterprise Tools Wave 1 Timelines We Are Here 6/30/11 9/30/11 12/31/11 3/31/12 6/30/12 COMiT Asset Management Config Management Clarity Monitoring Reporting Integration with CI Mgmt ITIL Process Enhancements EOE Live EOPPS Live Enhanced Problem Mgmt Live Basic Problem Mgmt Live RFQ Released RFQ Released EOHHS Pilot in QA Deploy to Dev New Process defined HED Live Requirements gathering ITD Req. Definition Process Definition Business Changes COMiT Updates Expansion of Assets RM Expansion-all ITD Pilot Resource Mgmt Asset Mgmt Enabled UAPM Disabled Tooling Install/Config Pilot ITD Req. Definition Process Definition Business Changes Requirements gathering Basic SLA Reports Resource Reports EOHHS in Prod Design Build Integration Integration with SolarWinds HPOV Replaced Addition of Monitoring Metrics Addition of Financials Pilot Reporting Server Addition of Ops Metrics Ops SLA Reports SLA Reports CI Discovery Installed Agency Rollout CI Process Pilot New Process defined Legend Green Areas = overall activity on schedule Yellow Areas = overall activity behind schedule, end date still viable Red Areas = well behind schedule; project end date impacted = Milestone = Significant Milestone

11. ANF White Board Ticker

12. CIO Cabinet Opportunity Who are the CIO Cabinet? John Letchford, Acting CCIO; Manu Tandon, SCIO EOHHS; John Kupchaunis, Acting SCIO EOHED; John Glennon, SCIO EOLWD; Marcie Desmond, SCIO ANF; Sharon Wright, SCIO EOE; Mary-Joe Perry, SCIO MassDOT; Curt Wood, SCIO EOPSS; Jon Geer, Acting SCIO EOEEA; Michael Poole, CTO Umass Meets weekly What they do: Oversee Commonwealth IT strategic planning, policies and standards Advise on Commonwealth IT capital investments and projects We have been allotted airtime on the May 2nd agenda We have been working on Service Catalogs and also LOB Reporting Donna and Jacquie have recently brought forth metrics to their governance boards John L. asked if we might pick a common service and talk to how we might see ourselves having a common model for reporting performance Would folks be open to working on Desktop/LAN with the goal of saying: Here is what we are thinking about reporting ?

13. Incident Management KPI Review

15. APPENDIX

19. Service Excellence Program 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 KPI reporting; 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 IT Solutions customer metrics Single Metrics reporting Framework established ITD weekly CM Calendar published Develop & Impl. Common Change model 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 Operational Framework Defined and agreed Monitoring tools rationalized/integrated in support of end to end SE model We Are Here

20. ITSEC - Draft Incident Categorization Model Mass.Gov IT Services Applications Network & Data Svcs Backup & Recovery Network NNMIS Assistive Technology DataBase Hosting Messaging (Exchange, etc) Storage Virtual Gateway Telecom MMARS CIW GRANT MGT Mass.Gov Messaging MassGIS HRCMS Hosting Nutrition 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; AV equipment LAN & desktop srvs & VPN Integration Svcs Content Mgt Svcs /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 & Procurement Password Reset Other (Loss Cards, Equipment, etc)

21. EHS Service Catalog work