1. Office of State Finance Agenda Assistance/Request for ChangeReporting / MetricsGovernance

2. 2 Office of State Finance Agenda Governance

3. 3 DEMAND GOVERNANCE Incident Something is broken or about to break. Problem Underlying “root-cause.” Service Request User needs assistance quickly to show them how to handle a specific situation, fix a goof they’ve made, or to perform a function that only CORE administrative staff are allowed to perform. Request for Change Users wants a change in system functionality to facilitate continuous improvement or regulatory requirements. Projects Cost more than $15,000. Includes rollout of services to new agencies, major enhancement requests, and major system patches/upgrades. New Service Projects Cost More than $15,000. Includes implementation of new services not yet available Availability - Monitoring tools will provide service availability On time – Actual SR’s completed compared to 60 day plan On time and budget – Actual delivery date and cost are within 10% of the planning estimates First Call Resolution % Answer Time Per Call – Implemented with CRM/ITIL project Success Measures Future Implemented Problem - # SQL Updates

4. GOVERNANCE Partner Meeting Senior management briefing Strategy / Portfolio Management Permanent members OSF (DCAR, ISD) OPM, DCS Revolving membership ODOT, OESC, DEQ, Commerce, DHS Finance Advisory Board HR/Payroll Advisory Board Future Management briefing Policy / Continuous Improvement Lead by OSF (ISD/DCAR) Agency Financial Leadership Governance Committees and Meetings Have Been initiated Procurment Advisory Board Management briefing Policy / Continuous Improvement Lead by OSF (ISD/DCAR/DCS) Agency Procurement Leadership Projects Request for Change

5. 5 Office of State Finance Agenda Assistance/Request for ChangeGovernance

6. ITIL Training Terms (Service Operations) 1 Something is broken or about to break. Repair as quickly as possible. Open incidents are measured against SLAs. Incident 2 Underlying “root-cause.” Remains open until underlying issue is resolved. Open Problems are not measured against SLAs. Creates “work-arounds.” Problem 3 Routine pleas for help – but nothing is broken. These include items like “can you tell me Joe Blow’s phone number”, “can you unlock my account”, and “will you reset my password.” Assistance Service Request 4 Non-routine request. Request to alter a service from its current state. Can apply to hardware, software, or configuration. Enhancement Service Request / Request for Change

7. Office of State Finance ITIL Training Roles Members of OSF who have PeopleSoft functional knowledge or institutional knowledge that will aid in both client discovery and then in the implementation and support of the service. This team develops estimates of effort required to fulfill the request from a non- IT functional perspective. Functional Delivery Team Composed of OSF IT staff responsible for performing software development and maintenance on the PeopleSoft systems. This team develops technical estimates of effort required to fulfill the request. Application Development Team 7

8. Application Request Process Flow (SR’s and RFC’s) Office of State Finance ITIL Training8

9. Applicaton Service Request Process Flow Service Request Office of State Finance ITIL Training9

10. Application Service Request Process Flow Enhancement / RFC Office of State Finance ITIL Training10

11. Application Service Request Process Flow Enhancement / RFC Office of State Finance ITIL Training11

12. SR Work List - Stage Codes Office of State Finance ITIL Training CodeDescription 01-PNDPending 02-DEVDev 03-CFGConfig 04-UATUAT 05-COComplete 12

13. Work List

14. Service Request Policy The Request process should be followed for all Assistance Service Requests and Enhancement Service Requests (also known as Requests for Change/RFC) in support of existing services. Once an Enhancement Service Request has been added to the work list (spreadsheet), it will be closed in CRM with a standard solution reflecting that it has been added to the work list. Office of State Finance ITIL Training14

15. Service Request Policy Estimates should be reviewed by CORE / App Dev Management before being presented to the Advisory Boards. No work is to be performed on an RFC until estimates have been created and the SR has been prioritized by the appropriate Advisory Committee. Expedited RFCs are the only exception. Office of State Finance ITIL Training15

16. 16 Office of State Finance Agenda Assistance/Request for ChangeReporting / MetricsGovernance

17. 17 DEMAND GOVERNANCE Incident Something is broken or about to break. Problem Underlying “root-cause.” Service Request User needs assistance quickly to show them how to handle a specific situation, fix a goof they’ve made, or to perform a function that only CORE administrative staff are allowed to perform. Request for Change Users wants a change in system functionality to facilitate continuous improvement or regulatory requirements. Projects Cost more than $15,000. Includes rollout of services to new agencies, major enhancement requests, and major system patches/upgrades. New Service Projects Cost More than $15,000. Includes implementation of new services not yet available Availability - Monitoring tools will provide service availability On time – Actual SR’s completed compared to 60 day plan On time and budget – Actual delivery date and cost are within 10% of the planning estimates First Call Resolution % Answer Time Per Call – Implemented with CRM/ITIL project Success Measures Future Implemented Problem - # SQL Updates

18. 18 2011 Business Application Services Requests for Change

19. Problem Management SQL Requests 19