Agenda

1. Agenda Office of State Finance Assistance/Request for Change Governance Reporting / Metrics

2. Agenda Office of State Finance Governance

3. Future Implemented Success Measures Incident Something is broken or about to break. Availability- Monitoring tools will provide service availability Problem Underlying “root-cause.” Problem- # SQL Updates Service Request User needs assistance quickly to show them how to handle a specific situation, fix a goof they’ve made, or to perform a function that only CORE administrative staff are allowed to perform. First Call Resolution % Answer Time Per Call – Implemented with CRM/ITIL project Request for Change Users wants a change in system functionality to facilitate continuous improvement or regulatory requirements. On time – Actual SR’s completed compared to 60 day plan Demand governance Projects Cost more than $15,000. Includes rollout of services to new agencies, major enhancement requests, and major system patches/upgrades. On time and budget– Actual delivery date and cost are within 10% of the planning estimates New Service Projects Cost More than $15,000. Includes implementation of new services not yet available

4. GOVERNANCE Partner Meeting • Senior management briefing • Strategy / Portfolio Management • Permanent members OSF (DCAR, ISD) OPM, DCS • Revolving membership ODOT, OESC, DEQ, Commerce, DHS Projects HR/Payroll Advisory Board Finance Advisory Board Procurment Advisory Board • Management briefing • Policy / Continuous Improvement • Lead by OSF (ISD/DCAR) • Agency Financial Leadership • Management briefing • Policy / Continuous Improvement • Lead by OSF (ISD/DCAR/DCS) • Agency Procurement Leadership Future Request for Change Governance Committees and Meetings Have Been initiated

5. Agenda Office of State Finance Assistance/Request for Change Governance

6. 1 2 4 3 Something is broken or about to break. Repair as quickly as possible. Open incidents are measured against SLAs. Underlying “root-cause.” Remains open until underlying issue is resolved. Open Problems are not measured against SLAs. Creates “work-arounds.” Routine pleas for help – but nothing is broken. These include items like “can you tell me Joe Blow’s phone number”, “can you unlock my account”, and “will you reset my password.” Non-routine request. Request to alter a service from its current state. Can apply to hardware, software, or configuration. Terms (Service Operations) Incident Assistance Service Request Problem Enhancement Service Request / Request for Change ITIL Training

7. Members of OSF who have PeopleSoft functional knowledge or institutional knowledge that will aid in both client discovery and then in the implementation and support of the service. This team develops estimates of effort required to fulfill the request from a non-IT functional perspective. Composed of OSF IT staff responsible for performing software development and maintenance on the PeopleSoft systems. This team develops technical estimates of effort required to fulfill the request. Roles Application Development Team Functional Delivery Team ITIL Training

8. Application Request Process Flow (SR’s and RFC’s) ITIL Training

9. Applicaton Service Request Process Flow Service Request ITIL Training

10. Application Service Request Process Flow Enhancement / RFC ITIL Training

11. Application Service Request Process Flow Enhancement / RFC ITIL Training

12. SR Work List - Stage Codes ITIL Training

13. Work List

14. Service Request Policy • The Request process should be followed for all Assistance Service Requests and Enhancement Service Requests (also known as Requests for Change/RFC) in support of existing services. • Once an Enhancement Service Request has been added to the work list (spreadsheet), it will be closed in CRM with a standard solution reflecting that it has been added to the work list. ITIL Training

15. Service Request Policy • Estimates should be reviewed by CORE / App Dev Management before being presented to the Advisory Boards. • No work is to be performed on an RFC until estimates have been created and the SR has been prioritized by the appropriate Advisory Committee. • Expedited RFCs are the only exception. ITIL Training

16. Agenda Office of State Finance Assistance/Request for Change Governance Reporting / Metrics

17. Future Implemented Success Measures Incident Something is broken or about to break. Availability- Monitoring tools will provide service availability Problem Underlying “root-cause.” Problem- # SQL Updates Service Request User needs assistance quickly to show them how to handle a specific situation, fix a goof they’ve made, or to perform a function that only CORE administrative staff are allowed to perform. First Call Resolution % Answer Time Per Call – Implemented with CRM/ITIL project Request for Change Users wants a change in system functionality to facilitate continuous improvement or regulatory requirements. On time – Actual SR’s completed compared to 60 day plan Demand governance Projects Cost more than $15,000. Includes rollout of services to new agencies, major enhancement requests, and major system patches/upgrades. On time and budget– Actual delivery date and cost are within 10% of the planning estimates New Service Projects Cost More than $15,000. Includes implementation of new services not yet available

18. 2011 Business Application Services Requests for Change

19. Problem Management SQL Requests