Operational Excellence Program Release Mgt Configuration Mgt Combined Kickoff Meeting

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Operational Excellence ProgramRelease Mgt /
Configuration Mgt Combined Kickoff Meeting

• November 6, 2006
• Joe Lithgo, Program Director
• Office of Information Technology Services

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OEP Objectives

• Measurably Improve the Efficiency and
  Effectiveness of IT Infrastructure Service
  Delivery
• Better Align IT Service Delivery with Business
  Needs of the State
• Transparency Clear Commitments, Clear Costs,
  Clear Results
• Establish ITS as the State Center of Excellence
  for IT Service Management

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What Does Implementation Cover?

• People Roles and Responsibilities, Training
• Process Activities, Inputs/Outputs, KPIs
• Technology Supporting and enabling process
  efficiency and effectiveness

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Process Maturity
Target
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Progress To Date

• 48 improvement in incident resolution within
  target timeframe
• 40 improvement in service request resolution
  within target timeframe

• 58 improvement in successful changes
• Planned changes increased from 27 to 80
• Number of RFCs increased 86

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Key Roles

• Team Member
• Team Coordinator
• Process Implementation Coach
• Project Manager
• Process Owner
• Program Director
• Summary of several key expectations follow
• See program roles and responsibilities document
  for complete roles and responsibilities.

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Team Member Expectations

• On-time delivery of assigned tasks, within
  estimate and with required quality
• Active participation in all team meetings and
  activities
• Contribute subject expert knowledge
• Successful implementation and adoption
• Act as change agent

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Team Coordinator Expectations

• Effectively leads team to goals as defined by
  sponsor and program management
• Ensures tasks and deliverables completed per plan
  and within acceptable quality
• Ensures effective communication
• Ensures effective transition to production

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Process Implementation CoachExpectations

• Effectively coaches and advises team to goals as
  defined by program management and vendor
  executive
• Helps keep team focus on the new process
• Provides timely feedback on quality of tasks and
  deliverables
• Escalates issues and risks

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Project Manager Expectations

• Manage and coordinate project plans keep them
  current
• Provide current, accurate project status
• Actively and accurately track issues
• Escalate issues to Process Owners and Program
  Director as needed
• Facilitate cross-team communication
• Ensure integrity of document library

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Process Owner Expectations

• Ensures design is relevant and fit for purpose
• Coaches design team and stakeholders in
  understanding and implementing process in live
  environment
• Ensures integration of process, organization and
  technology changes into organization
• Validates task, effort and time estimates of team
  members
• Identifies and resolves gaps/issues
• Ultimately monitors the effectiveness of the
  process and recommends improvements

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Program Director Expectations

• Anticipates problems, takes or recommends
  corrective action escalates issues and problems
  as necessary to sponsor or Steering Committee
• Reviews project to ensure adherence to
  deliverable quality and program objectives
• Integrates project with overall service
  improvement program
• Provides direction to project team
• Provides final approval of deliverables

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OEP Governance Model

Goals
Results
Senior Sponsorship Leadership
Metrics, Analysis
Activities
Process Management Group
Tasks
Data
Process Action Teams and Performers
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Operational Excellence Program Organization Chart