Collin Countys Doing More with Less How Collin

Collin County’s Doing More with Less How Collin County’s ITIL Framework has worked to do more with less.

Agenda • Background – TAGITM 6/8/2008 – ITIL Presentation – Where we were • The Process – Focus on individual areas defining the process • The Results – Customer Satisfaction – Agility within IT

The Traditional Organization

Service Support Service Delivery IT Delivery & Support Model Service Level Management IT Service Delivery & Planning Financial Management Availability Management Budgeting Accounting Charging Capacity Management Incident & Problem Lifecycle Management IT Service Continuity Management Infrastructure Change Management Incident Management Problem Management Front Office Configuration Management Release Management Back Office

Support Process Model Difficulties, Queries, etc. Updates, Workaround, etc. Service Desk Function Systems Management Tools The Business, Customers, Or Users Changes Customer Survey Reports Incident Management Service Reports Incidents Stats Audit Reports Problem Management Releases Change Management Problem Stats Trend Analysis Problem Reports Problem Reviews Known Errors Audit Reports Release Management Change Schedule CAB Minutes Change Stats Change Reviews Audit Reports ITSM Process Meta-Data Model Configuration Management Release Schedule Release Stats Release Reviews Secure Library Audit Reports CMDB Reports CMDM Stats Policy Standards Input Assessments Audit Reports

Delivery Process Model The Business, Customers, Or Users Alerts & Exceptions Requirements Targets Achievements Service Level Management SLA, SLRs, OLAs Service Reports Service Catalog SIP Exception Reports Audit Reports Financial Management Availability Management Financial Plan Types & Models Cost & Charges Reports Budget & Forecasts Audit Reports Systems Management Tools Capacity Management Availability Plan AMDB Design Criteria Targets/Thresholds Reports Audit Reports ITSM Process Meta-Data Model IT Service Continuity Management Capacity Plan CDB Targets/Thresholds Capacity Reports Schedules Audit Reports Continuity Plan Risk Analysis Control Centers DR Contracts Reports Audit Reports

Level ITIL’s Maturity Model Characterization ITIL’s Maturity Model 5 Optimized Process has strategic objectives that are institutionalized, self-contained improvements creating a pre-emptive capability. 4 Managed Process fully accepted in IT, with targets based on business goals. Proactive and integrated with other IT service management processes - 3 Defined Documented process with process owner, but no formal recognition of its role in IT. Clearly defined and occasionally proactive 2 Repeatable Process activities are uncoordinated, without direction, focused on process effectiveness. Defined processes and procedures, largely reactive 1 Initial Little process management activity. Loosely defined processes and procedures, totally reactive, irregular unplanned activities Source: ITIL: Planning to Implement Service Management (2002, p. 187 -190)

Collin County ITIL / ISO Service Delivery Transform • Enterprise Architecture Services • IT Strategy and Planning • IT Quality Assurance • Application and Data Architecture Standards • Application Portfolio Management (CAP) • R&D Research • Business Continuity and Disaster Recovery • Audit Liaison • Enterprise Security Office Plan • Project Management and Delivery • Change Management • IT Budget and Metrics • Demand Management Service Support Build • Application Development and Maintenance • Problem Management • Database Administration • Data Warehouse • System Testing and Support • Internet / Intranet Run • Service Desk • Level 1 and 2 Infrastructure Service Support • Network Support • Server Support • Desktop and Printer Support • Mid-Range Operations • Data Center Operations

Process - Progress • 2008 – Day to Day Operations – Service Support – Transform Team – Focus on where we’re heading • 2009 – Infrastructure – Building the foundation – PMO Office Begins • 2010 – Enhance PMO with Business Analysis – Focus on Build / Applications Teams

09 Audit Measurements

09 Audit Results

09 Audit Results

ON TARGET Executive Summary Organizational Change – Plan and Project teams moved to perspective areas – Complete October 1, 2010 Initiate the Business Analyst Role – Began training in October 2010 – Customer Advocates ramped up business meetings. Matrix Management for PFPs – October 1, 2010 project managers wrote PFP objectives, matrix management extended past the EAS team into Security and PMO Refocus on Project Management Office – October 1, 2010 simplified PMO, completed additional awareness meetings and enforced PMO process for projects. Plan alignment of goals to projects – October 2010 goals align with business goals at that time. Clearly define ITIL Processes – This was part of the PFP’s this year and divided among the management team to complete. Application / Development Roadmap – in progress

2010 Audit Results

2010 Audit Results

2010 Audit Results

Collin County Infrastructure The Old and New Designs

Collin County Infrastructure The way it used to work showing a real rack diagram in the Collin County data center

Collin County Virtual Infrastructure How it works today with virtualization

Results The IBM Beacon award information is on the IBM website now. (http: //www 01. ibm. com/software/success/cssdb. nsf/cs/DLAS 8 CJMM 3? Open. Document&Site=corp&cty=en_us ) The award page is https: //www 304. ibm. com/partnerworld/wps/servlet/Content. Handler/2010_beacon_winners_tech nical. html where our solution (submitted by Sirius) won in the Technical Excellence Category beating Runners up Virtech Solutions (Jordan) and Sogeti (France) as the best “Overall Technical” solution in the world! Not just Collin county, or Texas, or USA, but beat out all solutions from all countries in the world for technical excellence.

Collin County’s Virtual Infrastructure and DMZ Environment How Collin County’s Virtual Environment Works Together