Information Technology DivisionExecutive Office for Administration and Finance

IT Service Excellence Committee

Jan. 19, 2012

Topic Desired Outcomes Discussion lead

Allotted time

Incident management discussion Ticket closure process and also 1st call resolution discussion

All 30 min

Change Management Update on activity in this process area and next steps

All 30 min

Wrap-up All 10

2

Agenda

3

Incident Management

• Some Secretariat KPI’s (EEA and LWD) have been showing a sizable Incident ticket backlog, possibly the result of delay in ticket closure (i.e. desire to obtain customer closure, or folks forgetting/neglecting to close the ticket or resource availability)

• ITIL best practice around ticket closure, is that once resolved an effort is made to confirm with the user or the customer of satisfaction with the resolution (experience tells us however, that this step can sometimes delay the ticket closure process)

• In an effort to support the work all the SD owners are doing on Incident processes, would it be helpful to have an agreed upon policy around ticket closure? (i.e. Would it be helpful to have a policy that says ticket will be closed xx days after resolution- leaving it up to the Secretariat to handle for tickets they own, in whatever way works best for them the customer notification )

4

Incident Management- Ticket closure

• Incident Management ticket best practice

• In ITIL nomenclature, Resolution is distinguished from Closure • SLA performance can be measured based on resolution

First Call Resolution – Information sharing

• One measure of how efficient we are in dealing with customer issues/requests

• Definition: Tickets by initial tier of escalation (typically Service Desk)

• Some work underway by EHS and ANF

5

Moving forward on Change Management

ITSEC Change Management roadmap

Significant Milestones EHS EEA ITD LWD EOE EPS ANF OSC HED MassDOT

Participation in Mo. Change mtg

Executive Support

Change Mgr. Designated ?

Change Calendar

CAB Established

Change policy & process published

Ticketing system- manual or systemic in place

Initial Metrics established

Metrics published

Post-implementation reviews established

6

*

* Really contingent on upgrading to V12 of EHS’s UniCenter platform** CAB is informal at this point; held at Senior staff on weekly basis; trying to adhere to 1 week advance notice*** OSC Published Policy is Being revised; Rationale ‘s TeamConcept is the ticketing system; will be establishing a CAB

**

***

EEA FSC reflecting related ITD activity

7

8

KPI review: Change Activity

Next Commonwealth wide Change calendar discussion: Feb 2nd meeting- 1st part of ITSEC

9

APPENDIX

10

IM backlogs

11

back

IM: First pass resolution

12

back

Incident SLA Performance based upon Resolution date (i.e. not upon ticket closure date)

13Back

URGENCY/ IMPACT

HighA service outage with broad impact to the Commonwealth, across one or more services that are not functioning, or whole sites or agencies are impacted, or an agency specific critical severity (outage) has occurred causing complete service outage (as opposed to for example, a performance degradation). (see attached Critical Applic. List). May effect public safety, transportation, health, financial servicing, or ability to deliver other public services.

MediumThere is impact to a portion of an agency or office, with one or more services to the Commonwealth, either not functioning or seriously degraded so the effect is that the agency’s mission is impacted. Also may apply if one or more very high profile parties are impacted (I.e. Secretary or direct report).

Low

Impact is to an individual or a small workgroup or the service impacted is not of a mission critical nature.

High Immediate action is required to restore service (s) or prevent failure of a service. No work around exists.

• FastLane user accounts inaccessible; Unable to Log into Citrix; Network to Lowell office out.•ESE Mail (Exchange) down effecting all 550 Secondary Ed. end users • -Complete loss of mission critical EHS application (ex. Beacon 3, Meditech, Family-net) •Critical gateway loss (AD, VG, Mass.Gov)•Complete Massmail outage at an EHS site•-Complete loss of Commonwealth mission critical service (HRCMS, MMARS, etc.)•DEP network down effecting 400 users; e-Permitting system down; •EEA’s network down causing ELA (Environment Law Enforcement) outage and public safety impact•LWD network ISP circuit failure all services impacted

•Registrar’s PC down; AutoCAD Licensing server down, Oracle Fin. Down•ELAR -Educator Licensing applic. down preventing all admins & teachers from obtaining licensing records & certifications •-Severe degradation of service from critical gateway (AD, VG, Mass.Gov) •Complete loss of MassMail at an EHS agency •EEA’s Waste site Cleanup data unavailable to Lic. Site professionals due to server outage• Bad network switch - Springfield LWD call center down•ANF: Governors Network down or Agency critical applic. out/degraded

MassDot Employee’s hard drive down

MediumA service outage occurred & there is a work around but service degraded or work around not sufficiently timely, too costly or too much effort. Or service has not failedbut potentially may do so.

•Critical voice service components are not functional (ex. Voice Mail)

•MassMail service for the Commonwealth is degrading

•ANF: E-mail node down effecting some users

•Nutrition Applic. Performance is degraded – health educators have difficulty obtaining necessary info.•IVR redundancy failover required causing degradation for Lawrence Call Center

•Single EEA user BB out•ANF: EE keyboard broken

LowA service outage has occurred and a work around exists and/or the remediation and/or needed procurement is in process.

•EEA’s HelpDesk HelpStar application unavailable but workaround via phones avail for short-term •ANF: Phone system outage but redundant node processing calls

EE PC down- temp. replacement not true image•ANF: switch port out but other is avail.

Local MASS.DOT printer outage – EE ability to do primary job no impactedESE Corrupted outlook file on siwillngle user –w/a is: use OWAPrinting for a group of users at An EHS site down, but alternative printing in the site available.

Commonwealth Incident Prioritization: ITSEC member examples

P1 P2 P3

P3P2

P3 P4 P4/P5

P4

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15

Finalized SLOs for Incident Management

Note: Catastrophic and Critical (P1’s and P2’s) are on a 24x7 coverage; High and Medium (P3’s & P4’s) are on Business day Calendar

16

Change Type and key Change Management business rulesChange Type Assessme

nt requiredCAB approval required

Emergency CAB approval required

Only Change Manager approval required

Change Manager or Duty Manager (if off hours); LOB Owner and Product Owner (always) and (where appropriate) Customer agency IT executive approval required

Normal Yes Yes No No No (this requirement may possibly come at a later point of maturity in several months)

Standard No No No No NoEmergency No No Yes No Yes

ITD Change types (following ITIL definitions)

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

17

FY 11 Q2-Q4

We Are Here

Model fully implemented w/ Response time KPIs and IM categories

FY 12 FY 13

ITSECestablished

Internal ITD Pilot- Monthly LOB/SLO Rpting

Single Metrics reporting Framework established

ITSECWiki presence

ITD COMiTimplemented

1st Sec. Adoption COMiT

2nd Sec. Adoption COMiT

Follow-on COMiT Adoptions or integrations

Incident PrioritiesDefined & ISB approved

Begin reporting Incident Metrics

ITD LOB/SLO reporting to Customers

ITD IT Servicescustomer metrics

Change Types & Stnd WindowsDefined & ISB approved

Monthly CW wideChange Calendar

ITD weekly CM Calendar published

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

Education & Marketing plan

ITSEC Road show ITSEC Day & Symposium

Commonwealth-wide Reporting of Incident SLO metrics

Service Excellence Program - 3 year Road Map

Begin publishing Change metrics