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IT Service Excellence Committee (ITSEC)

IT Service Excellence Committee (ITSEC). Oct. 28, 2010. Agenda. Proposed Roadmap. IT Service Excellence Committee Mission. “Service is our Business.”

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IT Service Excellence Committee (ITSEC)

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  1. IT Service Excellence Committee(ITSEC) Oct. 28, 2010

  2. Agenda

  3. Proposed Roadmap

  4. IT Service Excellence Committee Mission “Service is our Business.” • As Service Desk owners, we see ourselves as the “Voice of the Customer”. At the end of the day, we are responsible for the providing the highest service levels to our customers and to that end, work to influence and drive changes in our service capabilities that will result in excellent service delivery. The mission of the IT Commonwealth Service Excellence Committee is to better align IT with the business for the purpose of delivering the highest quality IT services at the most efficient cost. We foster inter-agency communication and effective service delivery through the collaboration, sharing and adoption of best practices to achieve our collective goal of best serving the agencies and citizens of the Commonwealth.

  5. Our Charter • The Commonwealth of Mass. as part of its overall Strategic plan has established as one of its 9 key objectives to adopt the industry best practices for IT Service Management for the purpose of ensuring that needs of the Secretariats and Agencies and Citizens served by IT are met and that those customers understand and are satisfied with their IT experience . • The IT Service Excellence Committee is chartered by the ISB and (Infrastructure Services Board) and Commonwealth CIO Cabinet to lead this work through a multi-year effort. This committee’s work directly supports the Commonwealth’s IT Consolidation initiative. • ITIL (IT Infrastructure Library) framework Version 3 has been adopted by the Commonwealth as it’s set of IT Service Management protocols. Many of the Commonwealth’s IT entities have been on a multi-year journey to adopt ITIL and we wish to build on their success to date in this regard by sharing and adopting best practices for common use across the Commonwealth.

  6. 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. Terminology review (con’t)

  8. Service A Service A 1 1 SLO SLOs The Business The Business 3 3 3 B u s i n e s s P r o c e s s B u s i n e s s P r o c e s s Service C B u s i n e s s P r o c e s s B u s i n e s s P r o c e s s B u s i n e s s P r o c e s s B u s i n e s s P r o c e s s Service B Service B Service B Supplier C Service B Supplier B Service B Service B 2 2 3 2 3 3 2 3 2 2 2 2 2 Service A B u s i n e s s P r o c e s s B u s i n e s s P r o c e s s Supplier A Service A Service A Service A B u s i n e s s P r o c e s s 1 1 1 1 1 1 1 Service Level Management – Showing Inter-relationships between Customers; SLOs; OLA’s; UC’s Secretariat A Secretariat B Secretariat C ITD Service Catalog ITD Service Catalog SLO Service G Service F Service C Service E Offering Service B Service A Offering LOBs: Application Print & MailIntegrationNetwork & DataHostingSecurity 3 Support Teams 3rd Party Suppliers 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

  9. 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

  10. Service Model – Incident Management and Service Desks • Artifacts involved • High Level Process flow – swim lane orientation • Agreement on actors, tier definitions • Service Level Objectives • Clearly spelling out Communication objectives • Escalations • Contacts • Committed Services • Periodic reviews • Organization Models from each group

  11. APPENDIX

  12. Example of SLA: DMH: courtesy D. Perchase

  13. Service Definitions & SLO’s: Courtesy L. Kelly • ITD Hosting Service Definition • https://e2eclarity.state.ma.us/niku/app?action=dms.viewFile&fileId=5230616&fileName=Dedicated%20Distributed%20Hosting%20Services.doc • ITD SLO example (GIC): • https://e2eclarity.state.ma.us/niku/app?action=dms.KSfileManager&folderId=5252523&returnAction=dms.KSFileManager&cancelAction=dms.KSFileManager&actionItemId=&id=1010&type=KS&taskID=&fromPage=&rootFolderId=&

  14. SLA sample: Indiana

  15. ITD OLA fro Intel

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