1. Information Technology Division Executive Office for Administration and Finance IT Service Excellence Committee (ITSEC) Feb. 23rd Meeting Feb. 23, 2011

2. Feb 23 rd Agenda TopicDesired OutcomesDiscussion lead Allotted time Review of take-aways from last meeting and update on organizational news Committee awareness and follow-ups All5 min COMiT Governance Board Understanding of Plan for establishing this body Tim Vaverchak10 min Check in on survey activity and Sharing of EHS ITGB Support metrics Check in on readiness for March Discussion of results Jacquie/Donna /All 15 min Report out from ISB Update Discuss ITSEC report out for upcoming ISB Kevin/Tom10 min Request from Manu Sharing summary of data collected in response to Manu’s request Tom10 min IM KPI responses & Classification discussion Review of KPI’s shared by Committee; discussion of opening up for public access on wiki All15 min Change Management Integration Update on FSC activity Kevin10 min Customer Services Training Update on Training plans/activity All5 min Incident Management Classification Inventory of SEC’s classification schemes and agreement on mapping into a Commonwealth model Tom10 min 2

3. Take-aways from last meeting 3 Action ItemWho/When Co-ordinate meeting with DOR and interested ITSEC members on Customer Service Training course expectations. Tom E../ Feb. 4, 2010 Obtain and summarize Incident KPI data submitted by ITSEC members Tom E., Feb 15 Obtain existing Incident category listing from each member and prepare a consolidated matrix Tom E., Feb 15

4. Organizational news 4  Kevin Martin’s new role  CCIO & CCOO Update  Implications for work of this committee

5.  Observations:  COMiT was Originally Designed a built for ITD in support of Enterprise Processes with an eye toward extending to other Secretariats  Currently 3 Secretariats are actively working with ITD to potentially implement COMiT  Housing and Economic Development  Executive Office of Education  Public Safety  Opportunity:  To ensure all adopters of COMiT have the ability to participate in setting the direction of the application a steering committee has been proposed  This group would prioritize the current (46) requests and add/modify others as appropriate  Proposed Plan:  Once funding is secured for additional development of COMiT the Steering Committee will be established and representatives from the 3 listed Secretariats would be identified  Other Secretariats will be added to the Steering Committee as part of their implementation planning/rollout COMiT Governance Board 5

6. 6 ITBG February, 2011 EHS CONSOLIDATED SUPPORT METRICS - 2010 User ExperienceIncidentsChange RequestsSupport Desk Agent PerformanceCost Comparison Satisfaction Avg # Req. per Supported Users Speed of Answer Abandon Rate (Users Hanging Up) Total Incidents Opened Total Incidents Closed Total Change Requests (EHS and ORI) Open Total Change Requests (EHS and ORI) Closed Percent of Requests Closed on first Contact Apx. No. Call Center Agents Total Requests /Incidents Per Year Avg. Tickets/ Requests Per Work-Day Per Agent Avg. Talk Time Per Call (minutes) IT Support Desk as Percent of Total IT Personnel Cost IT Support Desk cost per Agent Contact future6.17future 173,433156,97632,68932,19553%32206,122287.25future IT - INDUSTRY STANDARD SUPPORT METRICS - 2010 - 85% Sat-Ext Sat11.2036 sec4.30% 70% 265.0710.10%$17.74 Major Support Categories IncidentChange RequestsBy Priority Totals By Category Percent By Category Totals By Category Percent By Category IncidentsChange Requests User Access Administration (include new, changes, deletes, password resets for all applications)41,65224%2911389% Totals By Category Percent of Total Incidents/Reque sts Taken By Category Totals By Category Percent of Total Incidents/Reque sts Taken By Category Desktop Support and Related Activities (include printers, faxes, scans, etc.)20,16312%270%Priority 153043%370511% Data Network Support (non-VOIP)2,1131%260%Priority 23892722%2283370% Voice Support (non-VOIP)1,3401%200%Priority 36525338%579218% VOIP Support (voice and data)13,2158%20%Priority 44263025%640% Application Support (development, reporting, database administration, new applications, etc.- not password resets)28,72017%270%Priority 532772%120% ADA support140%4 Unknown8761%00% Security Support (virus, breaches, etc.)2230%260% Server administration (backups and recovery, directory structure support)3720%7 Consolidated Environment / ProfileNotes 20102009DifferenceGartner identifies EHS Customer Support as a "Large" organization: one receiving more than 150,000 calls for service Number of sites supported149152-3 Number of Supported Users – (using IT services/infrastructure components)2124321621-378Gartner states that LargeSupport Centers represent 30% of all Support Desks within the IT industry metrics Number of Application Only Users –(non-EHS agencies, providers and clients)1219153056886 Number of Desktops/laptops/netbooks1791684349482 Due to the continuation Support Desk consolidation, metrics reported here are estimated based on individual reporting organizations using different tools Numbers of servers managed149150 Numbers of printers/faxes/scanner managed on your network or assigned to individual users321912941925 Number of major applications support – in EHS control or hosted at ITD61592 Efforts continue to standardize on a single tracking tool and call center processing tool - this will lead to more complete reporting details Number of phones – VoIP or non-VoIP85239010-487 Number of mobile devices – cell phones, blackberries, etc.58853553 Inventory report relies on manual detail provided by reporting agencies and my include equipment that is surplused but not off inventory Agencies Reporting Tickets: EHS, VG, DTA, DYS,ORI, DCF, DPH, DMH, MCB, DDS, MRC, VET, CHE, ELD, DMA Agencies Reporting Call Center Statistics: DMH, EHS, DPH, DCF, DDS, VG Report for EHS ITGB

7.  Summarized work of ITSEC  Highlighted our collective focus and passion about Customer Excellence  Key Terms & Definitions, Highlighted our IM Model; showed a sample of our KPI Reporting  Reviewed our Roadmap; Wiki Presence  IM Categorization  LOB/SLO Reporting  Customer Services Training Program  End to end service model  COMiT Chargeback  FY12 cost will be covered in ITD overhead  ~400k, $72K hosting, $280k Staff, $50k Software  FY13 Memo Billing of Secretariats  FY14 start actual billing based on metrics that were collected in FY12 and FY13.  Overall ISB Feedback positive ISB Update 7

8. 8 Secretariat/Agency Service Desk tool (Incident, Change Mgt, Service Request, ) Call Handling toolMonitoring toolAsset management Service Desk- Voice Technology Demand Management; Project/program intake ITDCOMiTAvaya - CMSHPOV;Clarus; SolarwindsUAPM CA Unicenter Clarity-CA; COMiT ANF Service Desk Express(SDE) Service Desk Express ComptrollerTrackIT EHSCA UnicenterCisco Call Center ManagerSCCM, Potential SolarwindsCA Unicenter Cisco Call Center Manager CA Unicenter EEAHelpStar Implementing HelpStar Meridian - implementation i.e. Recorded messaging Home grown tool- called The Project Management EOLWDiSupport EPS EOPSS Help Desk- SP use homegrown tool; DOC uses Remedy; EPS looking at COMiT migration Solarwinds Orion, HPOVWASP HED HelpStar; Looking at COMiT HelpStar EOE implementing COMiT MassDOT TrackIT; expanding tool to RMV Service Group Responding to Manu T.’s request: Current Environment

9. 9 Secretariat/Agency-- > ITD ANFEHS*EEA**EOLWDEPSComptrollerHEDMassDOT Incident Priority | V Response Priority 15 min ImmediateIn Development Under development Priority 210 min 2 HoursIn Development Under development Priority 360 min 2 Business Days for non-emergency requests In Development Under development Priority 4120 min 2 Business Days for non-emergency requests - Immediate for emergency request -requires Exec. Staff authorization In Development Under development Restoration Priority 11 Hours Resolution or status to be determined and communicated to the Users within 1 hour In Development Under development Priority 28 Hours Resolution to be determined and communicated to the Users within 3 hours In Development Under development Priority 324 Hours Request will be worked on as agreed upon until completion In Development Under development Priority 448 Hours In Development Under development * In Development Secretariat wide ** SLO meetings underway to establish criteria with businesses MassDOT also has a Priority 5 In Development Enterp.-wide P1- Immediate P2 - 2 hours; P3- 2 Business Day - For non-emergency request. P4- 2 business days Immediate - For Emergency requests (must be authorized by Executive Staff) In Development Enterp.-wide P1- Resolution or status to be determined and communicated to the Users within 1 hour P2 - Resolution to be determined and communicated to the Users within 3 hours; P3- Request will be worked on as agreed upon until completion Initial meeting for Training and Consultation set up within 1 week of request. Accounts set up within 2 days after authorization is received

10. 10 Commonwealth Incident Activity Report for 1/1/2011- 1/31/2011 -- Confidential template for ITSEC use THIS REPORT IS A 1 ST ATTEMPT TO SHARE METRICS ON A STATE-WIDE BASIS AND As per ITSEC Commonwealth-wide Priority Definitions Secretariat/AgencyOpen 1 Closed 2 Totals P1P2P3P4P1P2P3P4/P5 Total Open at end of reportin g period Total Closed this reportin g period Total Incident s Opened for this period 7 Overall volume is probably in the 15-20K ticket range when factoring in EHS and other groups; Although that # may be inflated by the combination of Incidents and Services requests as in EEA; Incoming volumes are generally in the 1000 to 1200 range- capability to maintain Backlogs at relatively low levels appears fairly consistent (not sure about LWD) and thus we see a fairly high monthly through put; Nearly all P1's were in the Network & Data area involving Verizon --excluding those incidents, the Total P1 volumes are low; Volume contributors in lower priorities a in ITD area were Production operations and Back-up & Recovery; in ANF: Applications & Hardware and LWD hardware and network related. ITD1046630368640717411036 EOHHS 00 ANF 3 000107028210110721112000 EOLWD 6 1711256534561818979 EEA 4 126123131291105614912611141 EOPSS 5 1240 4 1244 Office of Comptroller 00 EOE 00 DOT 00 HED Totals22612351761288451437328189260516400 Commonwealth Incident Activity Report for Prior Month- 12/1/2010- 12/30/2010 Secretariat/AgencyOpen 1 Closed 2 Totals P1P2P3P4P1P2P3P4/P5 Total Open at end of reportin g period Total Closed this reportin g period Total Incident s Opened for this period 7 ITD0122229949777889864900 EOHHS 0 ANF 3 00 EOLWD 7129244 133324783808231203 EEA 4 00 EOPSS 5 5 1165 5 1170 Office of Comptroller 00 EOE 00 DOT 00 HED Totals581312661194223811255127428523273 1 - Tickets remaining open at the end of the month; 3 -This data is only for ANF agencies of DOR and Bureau of State Office Buildings. They are the only agencies currently utilizing Service Desk Express at this time. NEED TO UPDATE THIS COMMENT 2 - Any ticket closed or in resolved status during this period (i.e pending user confirmation- if applicable)- while resolved tickets are still active- closed tickets are no longer active as they have received customer confirmation or customer has had enough time to confirm, they are inactive 7 where total open at end of month gives point in time snapshot and a sense of Incident backlog over time, Total Incidents Opened during the month provides overall absolute IM growth trends 4 EEA numbers are combined incidents and service requests 5 per Tim Mitchell these are only partial statistics- All EOPSS Incidents are handled as P1; no differentiation yet, 6 Obtained current back log from backlog from prior mo plus open during month minus closed during moth Commonwealth-wide Incident Volumes by Priority

11.  Developing Customer Service Training class (“Making a lasting impression”) for interested ITSEC Leaders to elect for their Helpdesk teams  Joint meeting held with ITSEC leaders and DOR- 2/4  Based on existing DOR class offering; Target: April timeframe ( 4 classes)  Comptroller’s Office, EOE, EEA, LWD, ITD (approx. 80 total)  EHS Utilizing internal Customer Service Training program (approx. 50 Total)  Define content which will be helpful to ITSEC’s agenda  Provided slides to Chuck Murphy ( See appendix)  Follow-up meeting scheduled for 3/16  DOR looking for decision on proposed dates (see next slide) Customer Service Training 11

12. 12 DateLocationAgencies Represented No. of Participan ts April 28- Thursday Chelsea – MITC1A – 200 Arlington St. EEA, ITD, EOE, OSC, LWD May 5 Thursday Boston – BOSA – Saltonstall Building – 4 th fl EEA, EOE, OSC, LWD May 12 Thursday Chelsea – MITC1A -200 Arlington St. May 17 Tuesday Chelsea – MITC1A -200 Arlington St. EEA, EOE, OSC, LWD June 14 Tuesday Boston – BOSA - Saltonstall Building – 4 th fl EEA, ITD, EOE, OSC, LWD June 15 Wednesday Chelsea – MITC1A -200 Arlington St. June 17 Friday Boston – BOSA - Saltonstall Building – 4 th fl June 22 Wednesday Chelsea – MITC1A -200 Arlington St. Boston and Chelsea Possible Training dates & Locations for Customer Service Training class** ** Recommended dates in red

13. 13 Commonwealth Open 1 Incident by Category - Report for 1/1/2010- 1/31/2010 Secretariat/Agency Totals Hardware 2 Network 3 Mobile 45 Software - generic SecurityProductio n Schedulin g Telecom Voice / Telephon e systems Applicatio ns Data Managem ent OtherPasswordTotals ANF196911145414014845601809182171 LWD262321205339365423979 ITD3820815252221*27272*1036 * 50% of which were Backup and recovery Commonwealth-wide Incident Volumes by Category

14. 14 Incident Classification Model  Work Done to date  Rec’d and collated existing Incident Classification lists from members (some of this data is dated)  Mapped those lists into our draft classification model  Key questions:  Is our model complete – are everyone’s needs covered ?  Are there aspects of any Sec’s classifications that are fundamentally different  I.e. HED for example embeds Agency Id in multiple classifications  Also noted that many of the classifications have evolved over time and reveal inconsistencies and redundancies  Is it possible (without asking folks to do any additional work ) to produce a common report based on our proposed model ?

15. Mass.Gov ITSEC - Draft Incident Categorization Model 15 IT Services Applications Desktop/LAN Services Integration Svcs Hosting Security Services Assistive Technology CIW HRCMS MassGIS Print & Mail Svcs Backup & Recovery DataBase Hosting Messaging Network & Data Svcs Network Storage Telecom Co-Location Linux/Unix Hosting Windows Hosting Virtualized Hosting Disaster Recovery Mainframe Commbridge Secure File Email Delivery SAI Services Central/Chelsea Mail Print Svs/ View Direct Cert Mgmt Firewall Protection Vulnerability Assmt Risk Assessment UAID VPN NNMIS Virtual Gateway MMARS GRANT MGT Nutrition PC,Laptop, Mobile device support; AV equipment LAN & desktop srvs & VPN File & Print Services Video s/u, mobile loaners, wireless Centralized Account Mgt Waste Clean-up., Etc. Group Policies in AD; Mailbx & AD user accounts Content Mgt Svcs /Intranet- Internet Support Services Production Scheduling Incident/Change Mgt PMO & Procurement Mass.Gov Messaging (Exchange, etc) Password ResetOther (Loss Cards, Equipment, etc)

16. Mapping of Sec’s Classification Schemes 16

17. 17 Mapping of Sec’s Classification Schemes

18. 18 Mapping of Sec’s Classification Schemes

19. 19 Mapping of Sec’s Classification Schemes

20. 20

21. 21

22. 22 Next Meeting - Topics  Sharing of Survey Results  Finalize our End to End model  Other ?  Scheduled meeting is next Thursday

23. 23 APPENDIX

24. Making a LASTING Impression Professional Customer Service Training Instructor: Chuck Murphy - ETD

25. Course Goal The goal of this course is to help participants of EEA, EOE, LWD, OSC & ITD interact with their IT customers, both internal and external, with the objective of delivering exceptional customer service.

26. Key Considerations from an Agency and ITD perspective and ITD perspective Agency Ownership - Helpdesk et al:  Respectful & responsive  Understand issue & impact  Exhaust local resources as appropriate  Rapidly restore/escalate  Quickly Communicate to ITD enterprise issues  Communicate to end users  Identify recurring problem areas ITD Ownership- CommonHelp:  Respectful & responsive  Understand business issue/impact/prioritize  Rapidly restore service or escalate issue  Communicate, Communicate, Communicate ! Communicate !  Co-ordinate across internal ITD groups  Maintain accurate ticket info  Continual improvement so as to maintain a reputation of being “problem solvers”

27. Our Customers  EEA  External end users of our permitting sites, doing reporting activity, etc  Internal users with EEA applications, networking, etc. issues  Environmental Police-critical need for related information  OSC  Primarily internal MMARS users across Commonwealth  Suppliers using our Vendor Payment Web site; tracking, 1099s, etc.  EOLWD  Career Counseling Centers (External Providers of)  Internal Dept’s: DOI, DWD, etc

28.  Our Customers (con’t)  ITD  Provides technology solutions and services to support over 125 Commonwealth agencies and public authorities.  The CommonHelp Service Desk phone staffed 24 hours a day 365 days/yr  A Duty Manager is on-call after business hours and holidays to facilitate Enterprise Critical Outages and handle customer escalations.  EOE

29.  Sponsor: Commonwealth IT Service Excellence Committee  Charter:  Ensure Business is being served by IT, and that customers understand and are satisfied by the IT Service experience  Focus on delivery of outstanding IT Service and support to our customers  Set Goals and measurable objectives  3 Year Roadmap focus:  Year 1: Incident Management, SLO Reporting and Pilot Enterprise Service Delivery Tool; Establish Culture of Service Excellence  Year 2: Change Mgt; Enterprise SD Tool for Secretariats  Year 3: Single Metrics Reporting Framework

30. 30 Committee Membership  Expectations of Service Excellence Committee members:  Responsible for championing Commonwealth Service Excellence initiatives across secretariat  Authority and capacity to drive agreed upon committee policies and procedures throughout each Secretariat  Fully participate in committee meetings on a consistent basis and provide timely, required reporting  Wiki Link Wiki Link _____________________________________________________ ____________________ Donna Perchase, EHS Jacquie Doherty, EEA Nicholas Obodo, DOI Tom Blair, DOE Dennis McEvoy, ANF Booker Crawford, John Charlton and Tom Arcand, MassDOT Gerald Comeau, LWD  Timothy Mitchell- EPS Kevin Martin (Chair), Ron Thompson, Emmet Millett and Tom Esposito, ITD

31. 31 EHS Change Calendar- Maintenance windows

32. 32 EHS Change Calendar- Major Change activity

33. 33

34. 34 EEA – page 1 of Classifications

35. 35 LWD – page 1 of Classifications

36. 36 Category IDDescriptionParent Category AccountsACCTSACCOUNTS MANAGEMENT ACCTSADDADDACCTS ACCTSADD1ADD-ACCOUNTS - ALLACCTSADD ACCTSADD2ADD-ACTIVE DIRECTORYACCTSADD ACCTSADD3ADD-BA SECURITY -1ACCTSADD ACCTSADD4ADD-BA SECURITY -2ACCTSADD ACCTSADD5ADD-BA SECURITY -3ACCTSADD ACCTSADD6ADD-BA SECURITY -4ACCTSADD ACCTSADD7ADD-BA SECURITY -5ACCTSADD ACCTSADD8ADD-BA SECURITY -6ACCTSADD ACCTSADD9ADD-BA SECURITY -7ACCTSADD ACCTSADD10ADD-BA SECURITY -8ACCTSADD ACCTSADD11ADD-BA SECURITY -9ACCTSADD ACCTSADD12ADD-BA SECURITY -10ACCTSADD ACCTSADD13ADD-BA SECURITY -11ACCTSADD ACCTSADD14ADD-BA SECURITY -12ACCTSADD ACCTSADD15ADD-BA SECURITY -13ACCTSADD ACCTSADD16ADD-BA SECURITY -14ACCTSADD ACCTSADD17ADD-BA SECURITY -15ACCTSADD ACCTSADD18ADD-BA SECURITY -16ACCTSADD ACCTSADD19ADD-BA SECURITY -17ACCTSADD ACCTSADD20ADD-BA SECURITY -18ACCTSADD ACCTSADD21ADD-BA SECURITY -19ACCTSADD ACCTSADD22ADD-BA SECURITY -20ACCTSADD ACCTSADD23ADD-BA SECURITY -21ACCTSADD ACCTSADD24ADD-BA SECURITY -22ACCTSADD ACCTSADD25ADD-BA SECURITY -23ACCTSADD ACCTSADD26ADD-BA SECURITY -24ACCTSADD ACCTSADD27ADD-CITRIXACCTSADD ACCTSADD28ADD-COMETS - OTS - 1ACCTSADD ACCTSADD29ADD-COMETS - OTS - 2ACCTSADD ACCTSADD30ADD-COMETS - OTS - 3ACCTSADD ACCTSADD31ADD-COMETS - OTS - 4ACCTSADD ACCTSADD32ADD-COMETS - OTS - 5ACCTSADD ACCTSADD33ADD-COMETS - OTS - 6ACCTSADD ACCTSADD34ADD-COMETS - OTS - 7ACCTSADD ACCTSADD35ADD-COMETS - OTS - 8ACCTSADD ACCTSADD36ADD-COMETS - OTS - 9ACCTSADD ACCTSADD37ADD-COMETS - OTS - 10ACCTSADD ACCTSADD38ADD-COMETS - OTS - 11ACCTSADD ACCTSADD39ADD-COMETS - OTS - 12ACCTSADD ACCTSADD40ADD-COMETS - OTS - 13ACCTSADD ACCTSADD41ADD-COMETS - OTS - 14ACCTSADD ACCTSADD42ADD-COMETS - OTS - 15ACCTSADD ACCTSADD43ADD-COMETS - OTS - 16ACCTSADD ACCTSADD44ADD-COMETS - OTS - 17ACCTSADD ACCTSADD45ADD-COMETS - OTS - 18ACCTSADD ACCTSADD46ADD-COMETS - OTS - 19ACCTSADD ACCTSADD47ADD-COMETS - OTS - 20ACCTSADD ACCTSADD48ADD-COMETS - OTS - 21ACCTSADD ACCTSADD49ADD-COMETS - OTS - 22ACCTSADD SWCSORAINUNINSTALL-UNINSTALLSWCSORA SWCSORAINUN1SW CLIENT SERVER -ORACLE INSTALL-UNINSTALL-ACDSWCSORAINUN SWCSORAINUN2SW CLIENT SERVER -ORACLE INSTALL-UNINSTALL-CONSOLEONESWCSORAINUN SWCSORAINUN3SW CLIENT SERVER -ORACLE INSTALL-UNINSTALL-CWM IITSSWCSORAINUN SWCSORAINUN4SW CLIENT SERVER -ORACLE INSTALL-UNINSTALL-CWM MIRRORSWCSORAINUN SWCSORAINUN5SW CLIENT SERVER -ORACLE INSTALL-UNINSTALL-DOCS OPENSWCSORAINUN SWCSORAINUN6SW CLIENT SERVER -ORACLE INSTALL-UNINSTALL-EAC CLIENT (CONTIVITY)SWCSORAINUN SWCSORAINUN7SW CLIENT SERVER -ORACLE INSTALL-UNINSTALL-EGAINSWCSORAINUN SWCSORAINUN8SW CLIENT SERVER -ORACLE INSTALL-UNINSTALL-FEFTSWCSORAINUN SWCSORAINUN9SW CLIENT SERVER -ORACLE INSTALL-UNINSTALL-LIENSSWCSORAINUN SWCSORAINUN10SW CLIENT SERVER -ORACLE INSTALL-UNINSTALL-NOVELLSWCSORAINUN SWCSORAINUN11SW CLIENT SERVER -ORACLE INSTALL-UNINSTALL-ORACLE - ASDSWCSORAINUN SWCSORAINUN12SW CLIENT SERVER -ORACLE INSTALL-UNINSTALL-ORACLE - CERTIFICATESSWCSORAINUN SWCSORAINUN13SW CLIENT SERVER -ORACLE INSTALL-UNINSTALL-ORACLE - CIBSWCSORAINUN SWCSORAINUN14SW CLIENT SERVER -ORACLE INSTALL-UNINSTALL-ORACLE - COMETS FMSWCSORAINUN SWCSORAINUN15SW CLIENT SERVER -ORACLE INSTALL-UNINSTALL-ORACLE - COMETS FM EDU TRAININGSWCSORAINUN SWCSORAINUN16SW CLIENT SERVER -ORACLE INSTALL-UNINSTALL-ORACLE - COMETS FM TMPSWCSORAINUN SWCSORAINUN17SW CLIENT SERVER -ORACLE INSTALL-UNINSTALL-ORACLE - COMETS FM WELSWCSORAINUN SWCSORAINUN18SW CLIENT SERVER -ORACLE INSTALL-UNINSTALL-ORACLE - CREFSWCSORAINUN ANF – page 1 of 3500 Classifications