september 2004 copyright 2004 antevorte consulting, llc vision for information technology service...

Vision for Vision for Information Information

Technology Service Technology Service Delivery in OregonDelivery in Oregon

David RudawitzDavid RudawitzAntevorte Consulting, LLCAntevorte Consulting, LLC

Copyright 2004 Antevorte Consulting, LLC

IT service delivery today in IT service delivery today in OregonOregon

Each State department as well as several agenciesEach State department as well as several agenciesand divisions have their own and divisions have their own independentindependent IT ITorganizations– these are often referred to as organizations– these are often referred to as “silos.”“silos.”

These each have their own budgets, staffs, These each have their own budgets, staffs, processes, standards, procedures ….processes, standards, procedures ….

Each silo is held accountable for its own activities Each silo is held accountable for its own activities giving them no reason to spend or act to help giving them no reason to spend or act to help othersothers

IT leadership is not properly positioned within the IT leadership is not properly positioned within the administration of State government to be effectiveadministration of State government to be effective

How can state-wide efforts be as successful as How can state-wide efforts be as successful as hoped?hoped?


What about a State-wide IT What about a State-wide IT strategy?strategy?

There is no single State-wide IT strategy for There is no single State-wide IT strategy for OregonOregon

This encourages micro-management by the This encourages micro-management by the LegislatureLegislature

How can there be a single strategy for IT How can there be a single strategy for IT service delivery for the State?service delivery for the State? There is anecdotal information that the various There is anecdotal information that the various

departments and agencies do not work together to departments and agencies do not work together to deliver IT servicesdeliver IT services

There are many reasons for them to keep working There are many reasons for them to keep working independently for their own best interestsindependently for their own best interests

From their silo perspective, there are few reasons for From their silo perspective, there are few reasons for them to all work togetherthem to all work together

Getting everyone to work together will be like trying Getting everyone to work together will be like trying to manage a herd of catsto manage a herd of cats


The current silo-based model for IT serviceThe current silo-based model for IT servicedelivery will never allow the State of delivery will never allow the State of OregonOregonto realize the full benefit of IT.to realize the full benefit of IT.

It will be the source of constant It will be the source of constant impediment to the hard work, good impediment to the hard work, good intentions and well meaning attempts to intentions and well meaning attempts to reduce cost and create improvements.reduce cost and create improvements.

A change to this model is absolutely A change to this model is absolutely necessarynecessary

The Oregon IT service delivery The Oregon IT service delivery modelmodel

is costly and inefficientis costly and inefficient


Some PhilosophySome Philosophy

If you do not know where you If you do not know where you are going, any road will do.are going, any road will do.

If you do not know where If you do not know where you are, a map will not help.you are, a map will not help.


What are some industry What are some industry trends?trends?

Companies are moving to a centralized IT Companies are moving to a centralized IT service delivery model from their service delivery model from their historical silo modelshistorical silo models Single Single enterpriseenterprise approach approach Shared services and infrastructureShared services and infrastructure Common and standardized processesCommon and standardized processes Less diversity in hardware and softwareLess diversity in hardware and software

Companies and governments are Companies and governments are formalizing IT governance through the formalizing IT governance through the use of Enterprise Architectureuse of Enterprise Architecture


Business and governments Business and governments are creating enterprise-wide are creating enterprise-wide

IT strategiesIT strategies Enterprise Architecture (EA) is Enterprise Architecture (EA) is

mandated for Federal agencies (OMB M-mandated for Federal agencies (OMB M-97-02, Funding Information Systems 97-02, Funding Information Systems Investments, October 1996)Investments, October 1996)

National Association of State CIOs National Association of State CIOs (NASCIO) developing pro forma EA (NASCIO) developing pro forma EA materialsmaterials

Businesses are developing their Businesses are developing their strategies and building EAs to guide and strategies and building EAs to guide and manage ITmanage IT


What is my Vision?What is my Vision? IT service delivery for Oregon government shouldIT service delivery for Oregon government should

be an enterprise level activity – where thebe an enterprise level activity – where theenterprise encompasses enterprise encompasses allall of State government of State government

There should be a single comprehensive program There should be a single comprehensive program with common governance, evaluation criteria, job with common governance, evaluation criteria, job descriptions, processes, rules, service level descriptions, processes, rules, service level agreements, standards ….agreements, standards ….

Decisions and guidance such as out/right/in Decisions and guidance such as out/right/in sourcing, cost recovery, technology standards, sourcing, cost recovery, technology standards, build vs. buy, etc. should be made at the build vs. buy, etc. should be made at the enterprise level guided by this single vision and enterprise level guided by this single vision and single plansingle plan


How do we get there from How do we get there from here?here?

Going from vision to realityGoing from vision to reality Six step planSix step plan

1.1. Inventory the “as-is”Inventory the “as-is”

2.2. Develop and analyze three to five IT service Develop and analyze three to five IT service delivery scenariosdelivery scenarios

3.3. Select the best scenario for OregonSelect the best scenario for Oregon

4.4. Develop an Enterprise Architecture for Oregon Develop an Enterprise Architecture for Oregon based on the selected IT service delivery based on the selected IT service delivery scenarioscenario

5.5. Develop a transition plan to go from the “as-is” to Develop a transition plan to go from the “as-is” to the new “to-be”the new “to-be”

6.6. Execute the transition plan to build the new “to-Execute the transition plan to build the new “to-be” be”


Step 1 - Inventory the Step 1 - Inventory the “as-is”“as-is”

Collect as-is information about IT Collect as-is information about IT services are currently provided to services are currently provided to State government State government

Resulting in a comprehensive Resulting in a comprehensive compendium of the current state of compendium of the current state of IT service assets and deliveryIT service assets and delivery

Documents the baseline for the later Documents the baseline for the later enterprise architectureenterprise architecture


Step 2 - Develop and Step 2 - Develop and analyze three to five IT analyze three to five IT

service delivery scenariosservice delivery scenarios Identify three to five IT service delivery Identify three to five IT service delivery

scenariosscenarios Develop the comparison criteria to perform an Develop the comparison criteria to perform an

objective analysisobjective analysis Flesh out and document the selected Flesh out and document the selected

scenarios and compare themscenarios and compare them To each otherTo each other With the current “as-is” With the current “as-is”

Investigate and document service level Investigate and document service level requirements and other customer relationship requirements and other customer relationship issuesissues


Step 3 - Select the best scenario Step 3 - Select the best scenario for Oregonfor Oregon

The direction to change from the The direction to change from the current model to a new and different IT current model to a new and different IT service delivery model may have to be service delivery model may have to be provided by the Legislatureprovided by the Legislature

The results of the previous steps The results of the previous steps should provide the necessary facts and should provide the necessary facts and supporting data to allow the legislature supporting data to allow the legislature to make an informed policy decisionto make an informed policy decision

Transformation to the new model Transformation to the new model would be initiatedwould be initiated


Step 4 - Develop an Enterprise Step 4 - Develop an Enterprise Architecture for Oregon based on the Architecture for Oregon based on the

selected modelselected model Create an Enterprise Architecture (EA) for Create an Enterprise Architecture (EA) for

Oregon based on the new IT service Oregon based on the new IT service delivery modeldelivery model

The EA includes the IT strategyThe EA includes the IT strategy An Oregon State EA would be a An Oregon State EA would be a

comprehensive “document” and would comprehensive “document” and would include:include: ““As-is” stateAs-is” state Goals and strategiesGoals and strategies IT guiding principlesIT guiding principles Architectural building blocksArchitectural building blocks A comprehensive EA governance model A comprehensive EA governance model Proposed “to-be” architectureProposed “to-be” architecture


Step 5 - Develop a transition Step 5 - Develop a transition plan to go from the “as-is” to plan to go from the “as-is” to

the new “to-be”the new “to-be” An integral part of a quality EA is a An integral part of a quality EA is a

“living” transition plan. “living” transition plan. The transition plan is the prioritized The transition plan is the prioritized

roadmap to move from the “as-is” to roadmap to move from the “as-is” to the “to-be”the “to-be”

This can take several years and may This can take several years and may require changes to remain viable.require changes to remain viable.

The EA governance structure keeps The EA governance structure keeps the EA on track and relevantthe EA on track and relevant


Step 6 - Execute the Step 6 - Execute the transition plan to build the transition plan to build the

new “to-be” new “to-be” IT service delivery can now be IT service delivery can now be

changed into the planned “to-be” changed into the planned “to-be” structure structure

Careful prioritization of the Careful prioritization of the transition plan willtransition plan will Provide the most expeditious transitionProvide the most expeditious transition Deliver as much immediate value as Deliver as much immediate value as

possiblepossible


No one said this would No one said this would be easy!be easy!

Changing the model for IT service Changing the model for IT service delivery will not be simple nor easy.delivery will not be simple nor easy.

However changing to a more relevant However changing to a more relevant model will enable Oregon to leverage model will enable Oregon to leverage IT to reduce costs and improve IT to reduce costs and improve government services.government services.

The citizens of Oregon are demanding The citizens of Oregon are demanding more government services for less more government services for less cost. Information Technology is an cost. Information Technology is an effective tool to achieve this goal.effective tool to achieve this goal.


My ChallengeMy Challenge

My challenge to the Governor and My challenge to the Governor and the Oregon Legislature is to take the Oregon Legislature is to take the lead and, after proper study, the lead and, after proper study, change the model for IT service change the model for IT service delivery in Oregon to one that is delivery in Oregon to one that is enterprise-centric so that Oregon enterprise-centric so that Oregon citizens can reap the benefits of IT citizens can reap the benefits of IT with better government service at with better government service at the right price.the right price.


Questions?Questions?