Presentation

SMP1 ProjectSMP1 Project

ITSD Supervisors MeetingITSD Supervisors Meeting

September 21, 2006September 21, 2006

(Service Management Phase 1)(Service Management Phase 1)

2

What is the SMP1 ProjectWhat is the SMP1 Project

Service Management Phase 1 - is an internal ITSD Service Management Phase 1 - is an internal ITSD initiative to improve Service Management by initiative to improve Service Management by beginning implementation of the Information beginning implementation of the Information Technology Infrastructure Library (ITIL) frameworkTechnology Infrastructure Library (ITIL) framework

This project will facilitate ITSD’s drive to enhanced This project will facilitate ITSD’s drive to enhanced customer servicecustomer service

ITSD is implementing Peregrine’s Service Center ITSD is implementing Peregrine’s Service Center (version 6.1) using a NY-Based vendor – Linium (version 6.1) using a NY-Based vendor – Linium with ITIL support from Pepperweedwith ITIL support from Pepperweed

The planned project duration is 8/14/06 – 03/30/07 The planned project duration is 8/14/06 – 03/30/07

3

ITIL RefresherITIL Refresher

Much of the focus on ITIL is within IT Service Much of the focus on ITIL is within IT Service Management (ITSM). ITSM pertains to the Management (ITSM). ITSM pertains to the delivery & support of IT services that meet the delivery & support of IT services that meet the requirements of the business organization requirements of the business organization

4

ITIL Refresher ITIL Refresher (Cont.)(Cont.)

ITIL Service Support generally focuses on the daily ITIL Service Support generally focuses on the daily operation & support of IT services & is broken down operation & support of IT services & is broken down into five main processes & one key functioninto five main processes & one key function

5

ITIL Refresher ITIL Refresher (Cont.)(Cont.)

The Service Desk is the only ITIL Framework function. It handles incidents, problems, & questions & is responsible for resolving incidents as The Service Desk is the only ITIL Framework function. It handles incidents, problems, & questions & is responsible for resolving incidents as quickly as possible. The Service Desk serves as the single point of contact for customers & is integrated with other service management processesquickly as possible. The Service Desk serves as the single point of contact for customers & is integrated with other service management processes

Service Management ProcessesService Management Processes– IncidentIncident– ProblemProblem– ChangeChange– Release (not an ITSD emphasis )Release (not an ITSD emphasis )– Configuration Configuration

6

ITIL Refresher ITIL Refresher (Cont.)(Cont.)

Incident Management’s Goal - Incident Management’s Goal - is to restore service as is to restore service as quickly as possible with minimal disruption to the business. quickly as possible with minimal disruption to the business. This allows the highest levels of service & availability to be This allows the highest levels of service & availability to be maintained.maintained.

Problem Management’s Goal - Problem Management’s Goal - minimizes the adverse minimizes the adverse impact of incidents & problems resulting from errors within impact of incidents & problems resulting from errors within the IT infrastructure, & to prevent the recurrence of incidents the IT infrastructure, & to prevent the recurrence of incidents related to those errors. There are two different types of related to those errors. There are two different types of activities within Problem Management - Reactive & activities within Problem Management - Reactive & Proactive.Proactive. – Reactive - Reactive - Identifies the root cause of past incidents & proposes Identifies the root cause of past incidents & proposes

improvements & resolutions. improvements & resolutions.

– Proactive - Proactive - Prevents incidents from occurring by identifying weaknesses Prevents incidents from occurring by identifying weaknesses or errors in the infrastructure & proposing applicable resolutions. or errors in the infrastructure & proposing applicable resolutions.

7

ITIL Refresher ITIL Refresher (Cont.)(Cont.)

Change Management’s Goal - Change Management’s Goal - is to manage the process is to manage the process of change through standardized methods & procedures, of change through standardized methods & procedures, thereby limiting incidents related to change & improving day-thereby limiting incidents related to change & improving day-to-day operations.to-day operations.

Configuration Management’s Goal - Configuration Management’s Goal - is to manage the is to manage the value of IT services by maintaining a logical model of the IT value of IT services by maintaining a logical model of the IT infrastructure & services, & by providing information about infrastructure & services, & by providing information about them to other processes. This is accomplished by identifying, them to other processes. This is accomplished by identifying, monitoring, controlling & providing information about monitoring, controlling & providing information about configuration items & their versions. Configuration configuration items & their versions. Configuration Management aims to have reliable records of IT components Management aims to have reliable records of IT components & services& services

8

SMP1 & CIO’s Vision SMP1 & CIO’s Vision

How does the project integrate with the CIO visionHow does the project integrate with the CIO vision The SMP1 Executive Steering Committee (Dick The SMP1 Executive Steering Committee (Dick

Clark, Steve Bender, Jeff Brandt, Mike Boyer, Doug Clark, Steve Bender, Jeff Brandt, Mike Boyer, Doug Volesky, & Dawn Pizzini)Volesky, & Dawn Pizzini)

Other players - Derek Scoble ITSD PM, Linium – Other players - Derek Scoble ITSD PM, Linium – Service Center implementer from NY, & Service Center implementer from NY, & Pepperweed ITIL implementation consultant Pepperweed ITIL implementation consultant

9

Proposed ScheduleProposed SchedulePHASEPHASE SCHEDULEDSCHEDULED

Integrate with ADIntegrate with AD 2/27/072/27/07

Directory LookupDirectory Lookup 2/23/072/23/07

Software TailoringSoftware Tailoring 2/23/072/23/07

Database ConversionDatabase Conversion 1/19/071/19/07

Data MigrationData Migration 1/19/071/19/07

TrainingTraining 2/9/072/9/07

Change, Release, & Change, Release, & Service ManagementService Management

2/16/072/16/07

DocumentationDocumentation 3/30/073/30/07

Production MigrationProduction Migration 3/30/073/30/07

Prior to all end deliverables, there will be extensive working sessions with ITSD staff to determine requirements, develop the design, perform tests & training before full production implementation

10

SMP1 Project CharacteristicsSMP1 Project Characteristics

Since this is a fixed-price project with off-site Since this is a fixed-price project with off-site development, there will be periods of comprehensive & development, there will be periods of comprehensive & compressed activity in Helena that will have major compressed activity in Helena that will have major adverse impacts on project team members daily adverse impacts on project team members daily working schedulesworking schedules

The vendor utilizes an agile development approach The vendor utilizes an agile development approach which places an emphasis on team member interaction which places an emphasis on team member interaction first & documentation secondlyfirst & documentation secondly

Detailed schedules will not be made available until all Detailed schedules will not be made available until all design work is done in early October design work is done in early October

11

SMP1 Project CommunicationsSMP1 Project Communications

Information about the project will be made available:Information about the project will be made available:– The ITSD Project IntranetThe ITSD Project Intranet– Section meetings (as coordinated by supervisors)Section meetings (as coordinated by supervisors)– Special communication noticesSpecial communication notices– Quarterly all-hands & supervisors meetingsQuarterly all-hands & supervisors meetings– Weekly leadership meetings (as appropriate)Weekly leadership meetings (as appropriate)– ITMC & ITB as necessaryITMC & ITB as necessary– Montana Government IT ConferenceMontana Government IT Conference

All project material is available on the share drive: All project material is available on the share drive: (S:\(S:\ITSD\Service Delivery and Project Teams\Service Mgmt ITSD\Service Delivery and Project Teams\Service Mgmt Phase 1 Project) Phase 1 Project)