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Oversight Committee

November 20, 2013. Oversight Committee. November 20, 2013. IT Service Management Update (Julie Stangl). IT Service Management Update. DOT.COMM Service Management High level Project Plan. Status. Key Deliverables. Service Spotlight: Dec. = Facilities 2014 Service Budget - Underway

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Oversight Committee

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  1. November 20, 2013 Oversight Committee

  2. November 20, 2013 IT Service Management Update (Julie Stangl)

  3. IT Service Management Update DOT.COMM Service Management High level Project Plan Status Key Deliverables • Service Spotlight: • Dec. = Facilities • 2014 Service Budget - Underway • Follow on discussions with City and County • PM Costing Proposal and supporting processes • Process Improvement work • Service Request SLAs • Customer Sat Survey • Cherwell updates • Inicident SLA’s • - Service Desk: FCR Define IT Services I. • Service Catalog • 2014 Service Budget • Service Cost Allocation • Project Billing Process • Service Improvement Plan • Managed Service Agreement Determine Cost of Services 2. Determine “Price” & Usage Mechanism 3. Manage / Improve 4.

  4. Process Improvement: Managed SLAs Defined Service Request SLAs and Customer Satisfaction Survey roll out are key year-end deliverables. SLA Timeline SR - SLAs defined for all Services SLA Reports to City/County MSA Complete Trial report Trial report LAST trial report Kickoff Service Request SLAs Implement Improvements Analysis June Oct. – Dec. July Sept. Aug.

  5. Service Level Agreements – Incident Resolution Time October 2013 – Closed Incident Tickets Summary * Only includes tickets created by Service Desk/CoSentry

  6. Service Level Agreements – Incident Resolution Time 98% 96% 88% 83% * Only includes tickets created by Service Desk/CoSentry

  7. Service Level Agreements – Missed P1 / P2 Details October 2013 Service Levels Details– Missed SLAs • Priority 2: 1 ticket: • OPD Telephone Relay System: Process issue; Weekend - resolved within 1 hour but ticket not closed until Root Cause determined • Priority 3: 15 tickets: • Various – • Telephony Support (4) / Desktop Support (2) / OPD Mobile (2) / Filebound / Web apps / Printer Support / Network / Email / OPD / Oracle

  8. Service Level Agreements – Non Service Desk Tickets For October, 107 tickets (10%) were not included in the SLA stats because they were not originated at the Service Desk

  9. Service Level Agreements – Exclusions For September, 30 tickets were excluded from the SLA stats; 110 were excluded for Google project. 13 9

  10. November 20, 2013 Service Spotlight(None for November)DECEMBER - KEVIN HIGGINS, FACILITIES MANAGEMENT

  11. November 20, 2013 Projects (Tracy Svevad)

  12. “Spot Light” Project Update • Projects: • OMS (GTL) – Corrections • Fatpot • Projects: • n/a

  13. “Spot Light” Project Update • 1373 – Library Lease 2013 (10/30/13) • 1374 – CTAC New Location (11/4/13)

  14. “Spot Light” Project Update • High Visibility Projects: • Fatpot – OPD • Pilot Go-Live – In Production (going well) • Full Go-Live – planned for end of year • OMS (GTL) – Corrections • Continue to assist with data conversion questions and issues • First interface, Criminal Name Search, passed to GTL for testing

  15. November 20, 2013 Google Update Brad Toland

  16. November 20, 2013 Capital Improvement Projects 2013Update(Bob Nord)

  17. CIP Project Updates – November 20, 2013

  18. November 20, 2013 DOT.Comm 2013 Operations Service Update(Bob Nord)

  19. Operations Service Update – November 20, 2013

  20. November 20, 2013 IT Security(Greg Andersen)

  21. IT Security Timeline – November 2013

  22. IT Security – Windows XP Migration Needs Comprehensive review will take place in December. Items to consider prior to December with respect to our Windows XP Migration Needs: Migration is Critical • Support for Windows XP ends in April 2014 • 900 PCs currently running Microsoft Windows XP with no upgrade plan • Roughly 900 more that have an upgrade plan that is not complete Need for New Approach to Licensing Regardless of XP Migration • OEM Licenses (comes with purchase of Windows PC) is current standard • Does not have enterprise functionality (standard images, single SKU, Ease of Administration) • Entire enterprise fleet needs to be compliant for support Improved Budgeting, Refresh Rates and Service • New Software and Hardware policies allow for better long term planning: • Ease of budgeting as PC/Windows is an annual line item in the budget • Avoid large one-time purchases • Ensure hardware and software is supportable • Never be faced with a looming “XP Migration” again

  23. November 20, 2013 FinancialsOctober 2013 Financials(Sara Ransford)

  24. Financials, October 31, 2013

  25. Financials, October 31, 2013

  26. 2013 Expenditures October 31, 2013 83%

  27. 2013 October Budget Comparison

  28. November 20, 2013 2012 Audit Report for Approval(Mark Rhine)

  29. November 20, 2013 Organizational Report(Derek Kruse)

  30. November 20, 2013 Innovation “Holiday Preview – Mobile Devices Buyer’s Guide” I

  31. November 20, 2013 New Business - Enterprise Software Policy for Approval – Nord - Enterprise Hardware Policy for Approval – Nord - CIO Contract for Approval - Friend

  32. Enterprise Policy – November 20, 2013

  33. PUBLIC COMMENTS • NEXT MEETING: December 18, 2013 @ 2:30 in Jesse Lowe • ADJOURN (to Executive Session if necessary)

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