IT Service Management

1
IT Service Management

• Information Security Training Sessions
• Tuesday May 24, 2005
• Bethann Pepoli Information Technology Division,
  COO

2
Discussion Topics

• What is ITSM
• Current Operations
• Technology as an Enabler
• IT Tools
• Outcomes
• Success Stories

3
ITSM Framework

• Governance Model for management of
• Change
• Release
• Incident
• Configuration
• Problem
• Capacity
• Financial

4
ITIL Framework
5
IT Operations Current State

• Technology silos
• No ability to commit to service levels
• Inconsistent processes and handoffs
• High cost of delivering services
• Inability to measure success

6
Technology as an Enabler
Commonwealth of Massachusetts
Level of Importance
Level of effort to change
Citizens Commonwealth Agencies Business
Partners Cities and Towns
Customers
Enabling the success of our customers by
providing effective technology and services
through cooperative leadership
Corporate Values
People and Process
1000X
Operations ITIL COBIT
Business Process
100X
Human Services Registry of Motor
Vehicles Taxes Child Support Public Safety
Applications
Technology and Tools
10X
Infrastructure
Mixed Servers Mixed Storage Mixed Operating
Systems Mixed Network
1X
7
IT ToolsThe Complicated Puzzle
App Server
Clustering

• IT Goals
• Unify the technology and tools
• Improve IT services and reduce delivery costs
• Provide superior customer service
• Reduce Operational Costs
• Achieve the highest level of return on capital
  investments
• Streamline operations for maximum efficiency
• Run IT as a business within a business
• Link IT strategies to business strategies
• Develop and deploy consistent controls,
  processes, and standards
• Develop a common language for communication for
  employees

Port Access
Disaster Recovery
IP address
File Sharing
Identity Mgmt
VPN
Storage
UNIX
DHCP Server
Firewalls
Switches
Network cabling
Routers
Portal
Batch
Linux
Backup and Recovery
Email
App Modules
JAVA
App Monitoring
Sys Monitoring
Intrusion Detection
Help Desk
Replication
Web Server
LDAP Server
Patches
8
IT Service ManagementPulling together the pieces
of the puzzle to achieve the goals
People and Process
Customers
IT Information Library
Service Level Management
Capacity Management
Continuity Management
Change Management
Configuration Management
Financial Management
Availability Management
Problem Management
Incident Management
Release Management
Tools and Technology
UNIX
Port Access
JAVA
Web Server
Firewalls
Linux
App Server
DHCP Server
Email
Network cabling
Replication
File Sharing
Routers
Storage
Sys Monitoring
VPN
IP address
Portal
App Monitoring
Patches
Clustering
Switches
LDAP Server
Intrusion Detection
Identity Mgmt
Backup and Recovery
App Modules
Disaster Recovery
Batch
Help Desk
9
IT Operations Future State

• Best practices and standards for core operational
  processes
• Better processes and governance
• Enabling strategy that will reduce the unit cost
  of IT
• Maximize ROI - IT investments
• Align IT with business objectives, quality
  standards, monetary controls, and security
  standards
• Use of common language
• Less technology centric and more service centric
• Improved IT Services while lowering delivery
  costs
• Reduction in deployment time and cost for new
  applications
• Break down silos and increase communication
  across organizational groups
• Framework to formalize service delivery and
  support goals for customers.

10
Success Stories

• Ontario ministry of transportation used ITIL to
  integrate people, process, and technology
  resulting in 98 resolution in help desk
  incidents up from 85
• ITSM Forum survey results indicate 70 reduction
  in service downtime and 50 reduction in new
  product cycles
• California and Michigan recent successful
  implementations