GTAs Service Management Organization An Overview

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GTAs Service Management Organization An
Overview

• June 25, 2008

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Purpose of Todays Meeting

• Define Service Management Organization (SMO)
• Benefits of an SMO
• Explain how the work of managing our
  infrastructure is changing
• Components of GTA

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Components of GTAs New Structure

• State Wide layer (Enterprise)
• Budgeting and finance
• Enterprise Technology
• IT Strategic planning
• IT Policies, standards and guidelines
• IT Project assurance
• Information Security
• Service Management Organization (Operations)
• Managing a collection of Providers
• Accountable for the delivery of service

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What is an SMO ?
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Why Do We Need an SMO?

• Provide a disciplined approach to managing the
  external service provider(s)
• Advance the maturity of the state in using
  external service providers
• Ensure the providers deliver to the contracts
• Provide a uniform escalation point for vendor
  relationship and delivery issues

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GTAs SMO was Professionally Developed

• Governance and Oversight
• New committees
• More Agency input
• Organizational Structure
• 5 new divisions
• All new job descriptions
• Processes
• New SMO processes
• To be integrated with providers

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Sourcing Whats Different?

• Strategy and evaluation stages
• 10-15 of time spent in overall lifecycle
• About 2-3 of total spend
• Choreographed process
• Small group of insiders

• Post-contract stages
• 85-90 of time spent in overall lifecycle
• About 97-98 of total spend
• Dynamic business changes
• Multiple internal and external stakeholders

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Service Management Team Focus changes
Old focus
New focus
How services are delivered
What services are delivered
Fixing systems, work products, employee issues
Fixing behaviors, processes, perceptions and
expectations
Managing the input to the services
Managing the output from the services
Being watched by the Customer
Watching out for the Customer
Doing tasks associated with service delivery
Overseeing and facilitating service delivery work
Managing to customer perceptions
Overseeing Service Providers performance to
required Service Levels
Communicating customer needs down to your entire
staff
Communicating direction and expectations to
Service Provider Mgmt
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GTA SMO Organization
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Retained Services

• Manage services retained by GTA
• Specific responsibilities
• Management of existing operations
• Participation in transition activities
• Evaluations of services not in providers bids
• Management of impacts to current service delivery

RSO Retained Service Organization
VMO Vendor Management Organization
ASO Administrative Services Organization
SDO Service Delivery Organization
PSO Products Services Organization
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Vendor Management

• Vendor performance, service level management
• Specific responsibilities
• Escalation resolution
• IT strategic direction
• Service level management
• Internal technical expertise
• Infrastructure architecture and risk strategy
• Metrics and benchmarking
• Communication, training, and best practices

RSO Retained Service Organization
VMO Vendor Management Organization
ASO Administrative Services Organization
SDO Service Delivery Organization
PSO Products Services Organization
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Administrative Services

• Financial and contractual management
• Specific responsibilities
• Invoicing
• Procurement
• Pricing
• Chargeback
• Contract maintenance and changes
• Legal
• Dispute resolution

RSO Retained Service Organization
VMO Vendor Management Organization
ASO Administrative Services Organization
SDO Service Delivery Organization
PSO Products Services Organization
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Service Delivery

• Ensure service levels are maintained
• Specific responsibilities
• Forecasting
• Demand management
• Issue escalations
• Technical subject matter expertise

RSO Retained Service Organization
VMO Vendor Management Organization
ASO Administrative Services Organization
SDO Service Delivery Organization
PSO Products Services Organization
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Products and Services

• Manage and rationalize services portfolio with
  customer needs
• Specific responsibilities
• Service catalog
• Business case for new products and services
• Business case for new customers
• Identification of unmet customer needs
• Service Level Agreement impact analysis
• Identification, assessment of new providers

RSO Retained Service Organization
VMO Vendor Management Organization
ASO Administrative Services Organization
SDO Service Delivery Organization
PSO Products Services Organization
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Setting Up GTAs SMO

• Ahead of the curve
• Organizational Details and Descriptions on GTAs
  website (www.gta.georgia.gov)
• About 80 total positions in fully staffed SMO
• Core team in place in July
• Filling other positions through October
• Will be ready to manage service providers when
  contracts are signed

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SMO Job Opportunities

• Majority of jobs will be open for recruitment
• Selected number of jobs will be appointed
• GTA will recruit from inside and outside state
  government
• State experience is preferred
• Jobs will be posted on GTA website and SPA Job
  Site beginning early July
• Job interviews begin in August

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Current Staffing Timeline
Dec 08
Nov 08
Jun 08
Jul 08
Aug 08
Oct 08
Sep 08
Apr - June 09
Jan - Mar 09
Phase 1
Appointed Positions
Phase 2
Job Postings / Screening
Interviews / Selection
Phase 3
Interviews / Selection (as needed)
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Summary

• The SMO manages the contracts and the
  relationships with service providers
• SMO proactively manages the service providers
  throughout the life of contracts
• The 5 divisions of the SMO Retained Services,
  Vendor Management, Administrative Services,
  Service Delivery, and Products and Services
  Organizations
• Jobs will be posted in July with interviews to
  start in August

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More Information Available on GTAs Website

• www.gta.georgia.gov
• State Technology Transformation (GAIT2010)
• Service Management Organization (SMO)
• Org Charts
• SMO Fact Sheets
• SMO FAQs
• SMO Video The SMO Context and Framework
• Todays slides

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QA about the SMO

• Please email additional questions to
• GAIT2010_at_gta.ga.gov

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