1. Information Technology Division Executive Office for Administration and Finance IT Service Excellence Committee (ITSEC) Sept. 29, 2011

2. TopicDesired OutcomesDiscussion lead Allotted time Change Management Activity EHS Information Sharing EEA Information Sharing Donna P Jacquie D. 10 min Change Management Commonwealth work Demo of draft Calendar & Daily dashboard; Update on proposed monthly meeting & next steps Ron/Deb/Tom 20 min ISB meeting Discussion of what we wish to bring forward to the ISB on Oct 11th All 10 min Service Requests Discussion of SR KPIsTom/Donna P 20min Security Threat Violations and inter-agency incident metrics Discusison of how ITD wishes to handle Security related tickets which cross Sec boundaries Tim G. 15 min Roundtable News of member activityAll 15 min 2 Agenda

3. Change Management Agenda 3  EHS Sharing  EEA Sharing  Change Management Dashboard example (appendix pp. 18 & 19)  http://osgdashboard.anf.govt.state.ma.us:83/scripts/comit_chgdaily-1.asp http://osgdashboard.anf.govt.state.ma.us:83/scripts/comit_chgdaily-1.asp  Commonwealth Change Calendar draft ( p. 20)  http://osgdashboard.anf.govt.state.ma.us:83/scripts/billstest_forwardsche dule2.asp http://osgdashboard.anf.govt.state.ma.us:83/scripts/billstest_forwardsche dule2.asp

4. ITSEC Proposal 4  Establish a monthly (to start with) Commonwealth-wide Change Management meeting  Really looking initially to sponsor an information exchange i.e. doesn’t need folks to have a formal change calendar or change process currently in place- sharing would be very informal  Representatives from ea. Secretariat would have a broad view of change activity across their Secretariat  Representatives would speak to known significant change activity planned for the upcoming month in their area  Criteria for discussion:  Type of changes: Infrastructure or Application changes  Scope: (As determined by this Board)-- High level: Change activity that will or possibility that it could affect other Secretariats if unforeseen issues arise  We will be as inclusive as possible and encourage reps to bring whatever changes they feel are relevant  Major application release events such as NMMIS, ALARS, etc but small application changes may be excluded (it has been suggested that we come up w/ a definition/guidance around “major”)  Major infrastructure changes: new Main Core switch, Internet changes; Expected numbers: no more than 8- 10 total changes at first  Benefits:  Help one group avoid collisions w/ another  Provide an awareness of major change activity and enable quicker incident resolution on change induced outages

5. Commonwealth Change meeting: Draft slate of meeting participants as of 9/29 ITSEC Commonwealth Monthly Change Calendar Group RoleEHSEEAITDLWDEOEEPSANFOSCHED MassDO T Change Manager Kirk MacAulayDeb Seaward Applications Director/Owner Debra Quinn Tan Gopal (EEC-CIO) Network Manager David Robbins HelpDesk Director/Manager Donna PerchaseJacquie DohertyEmmet Millett Mark Hebert Tom Blair (EOE) Tim Mitchell Director Operations and or Tech Services Ron Thompson Dennis McEvoy Steve Hamilton Chief Operating Officer Frank Estabrook ITD – COO) Additional Reps Stan Burrows - PMO 5

6. Next Steps 6  Complete work of obtaining representation for Monthly Calendar meeting  Finish work on Commonwealth Calendar repository and publish explanation on it’s availability/use  Schedule first meeting  Would Thursday Oct 27 11-12 pm (usual ITSEC time) work?  Share with ISB our plan on Oct 11  Work offline to ensure quality, consistent information will be brought forth  Debrief on feedback at following ITSEC meeting

7. ISB Topics 7  Update on our work in the Incident Management space  Share our KPI’s (see appendix pp.12 & 13)  Our work to differentiate Service Requests from Incidents  Share our plans to evolve our Classification model (see appendix)  Discuss Change Management work  Our vision ( p. 21)  Plan to start with Commonwealth Change Calendar meeting; share the Calendar usage  What it takes to build up a Change Management process (p. 11)  Where we would like their support  ITSEC Representation at ISB (very much like to encourage member attendance)

8. Focusing on Service Requests 8  Background:  A high percentage of the work coming at our Service Desks is not break/fix but is requests for service  Since there is a negative connotation associated with break/fix, we are overstating the case in those areas where we are aggregating the two types of work  Our environment is more stable than we are reporting  We would like to begin capturing this information on a monthly basis*: * i.e. # rec’d during the period, remaining open, # on-hold, end of the period, # closed during period

9. Security Threat Violations 9  Security creates Incident tickets in the ITD COMiT system when a possible Security threat is detected  When the issue involves an ITD desktop, this work is handed off to the ANF Desktop/LAN group which supports the ITD desktop environment  ANF uses a different ticketing system, Service Desk Express, SDE to track its incidents  ITD proposes to close the incident in it’s system, COMiT (and maintain a record of the SDE ticket number) and open a related ticket in the ANF Service Desk Express ticketing system  The idea would then be when looking at SLO performance to look at metrics from both the COMiT system and SDE to measure overall how we are doing in terms of resolving these incidents  A similar situation exists with multi-function printer support  We expect that this scenario is likely to exist with other IT services  We would like to use this example to help us drive agreement on an overall model for categorizing incidents ( see appendix)  ITIL would suggest that an OLA exists between the two IT groups when this type of situation occurs

10. 10 Appendix

11. Gaining traction around CM- what does it take? 11 1. Obtain Executive level support for adopting Change Management 2. Designate a single Change Owner—for the Secretariat level 3. Establish a monthly or weekly CAB (Change Advisory Board) and a Change Calendar 4. Draft a documented change process and policy a) Should have well defined categories of changes b) Criteria for approval (i.e. Testing plan, adequate notice, emergency changes) 5. Establish some kind of ticketing system- even if manual spreadsheet 6. Start reporting basic metrics… # successful ; # failed; # of emergency changes 7.Implement a Post Implementation Review (PIR) process

12. 12 Augusts Incident Activity by Priority (We could share our Sept Data if folks were able to provide commentary ) MassDOT will begin Reporting in the coming months

13. August Incident Activity by Category 13

14. Moving forward on Change ITSEC Change Management roadmap Significant MilestonesEHSEEAITDLWDEOEEPSANFOSCHED MassDO T Executive Support Change Mgr. Designated Change Calendar CAB Established Change policy & process published Ticketing system- manual or systemic in place Initial Metrics established Metrics published Post-implementation reviews established 14

15. Establish SE Culture Offer of Enterprise Service Delivery tool Commonwealth Policies, Processes and Metrics for Incident Management Develop Commonwealth SLOs and SLO Reporting Commonwealth Policies, Processes & Metrics for Change Management Common H/W & S/W Asset Mgt tool Institute single Commonwealth Virtual Operations Culture 15 FY 11 Q2-Q4 We Are Here Model fully implemented FY 12 FY 13 ITSEC established Internal ITD Pilot- Monthly LOB/SLO Rpting Single Metrics reporting Framework established ITSEC Wiki presence ITD COMiT implemented 1 st Sec. Adoption COMiT 2 nd Sec. Adoption COMiT Follow-on COMiT Adoptions or integrations Incident Priorities Defined & ISB approved Incident end-to-end Model defined ITD LOB/SLO reporting to Customers ITD BSLO customer metrics Change Types & Stnd Windows Defined & ISB approved Weekly CW wide Change Calendar ITD weekly CM Calendar published All ITD h/w s/w in Enterprise toolCommonwealth h/w s/w in Enterprise tool Operational Framework Defined and agreed Monitoring tools rationalized/integrated in support of end to end SE model Education & Marketing plan ITSEC Road show ITSEC Day & Symposium Commonwealth- wide Reporting of Incident metrics CIO endorsed Service Excellence Program 3 year Road Map

16. 16 Continue Implementation Enterprise Service Delivery tool for Secretariats – Q1-3 Develop Common Policies, Processes and Metrics for Change Management and Request Management - Q2 Expand delivery of Incident KPI reporting to include breakdown by service categories and formalize definition of Response Time – Q2 Complete Definition of SLO’s in support of Service Catalog’s for 50% of ITSEC membership – Q2 Complete migration of ITD and begin migration Secretariats to a common hardware & software asset management tool- Q3 Continue development of Service Excellence culture- complete ITIL training through eLearning at practitioner level for Incident, Change and Configuration (as appropriate) Q1-4 ITSEC - Proposed FY 12 Goals

17. 17 24x 7 Calendar Business Days Calendar Revisiting the SLO metrics for IM’s

18. 18 Change Management Dashboard http://osgdashboard.anf.govt.state.ma.us:83/scripts/comit_chgdaily-1.asp

19. 19 Change Management Dashboard

20. 20 Free-Form open Commonwealth Change Calendar--- early sample

21. Vision 21 End State: Changes to the Commonwealth-wide IT Production environment will be managed and controlled through a formal change process under the responsibility of a Commonwealth Change Advisory Board (CCAB) A Commonwealth Change Advisory Board will be supported by similar boards at the Secretariat level established to advise the CCAB in the Assessment, prioritization and scheduling of Changes. The scope of changes covered by this policy would be based on a collective agreement across the Secretariats Metrics would be published similar to those of Incident Management by the ITSEC resulting in a demonstrated collective improvement in the stability of IT Services across the Commonwealth