Information Technology Division Executive Office for Administration and Finance IT Service Excellence Committee Jan. 19, 2012

TopicDesired OutcomesDiscussion lead Allotted time Incident management discussion Ticket closure process and also 1 st call resolution discussion All 30 min Change Management Update on activity in this process area and next steps All 30 min Wrap-up All 10 2 Agenda

3 Incident Management Some Secretariat KPI’s (EEA and LWD) have been showing a sizable Incident ticket backlog, possibly the result of delay in ticket closure (i.e. desire to obtain customer closure, or folks forgetting/neglecting to close the ticket or resource availability)Secretariat KPI’s ITIL best practice around ticket closure, is that once resolved an effort is made to confirm with the user or the customer of satisfaction with the resolution (experience tells us however, that this step can sometimes delay the ticket closure process) In an effort to support the work all the SD owners are doing on Incident processes, would it be helpful to have an agreed upon policy around ticket closure? (i.e. Would it be helpful to have a policy that says ticket will be closed xx days after resolution- leaving it up to the Secretariat to handle for tickets they own, in whatever way works best for them the customer notification )

4 Incident Management- Ticket closure Incident Management ticket best practice In ITIL nomenclature, Resolution is distinguished from Closure SLA performance can be measured based on resolutionSLA performance

First Call Resolution – Information sharing One measure of how efficient we are in dealing with customer issues/requests Definition: Tickets by initial tier of escalation (typically Service Desk) Some work underway by EHS and ANFEHS 5

Moving forward on Change Management ITSEC Change Management roadmap Significant MilestonesEHSEEAITDLWDEOEEPSANFOSCHEDMassDOT Participation in Mo. Change mtg 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 6 * * Really contingent on upgrading to V12 of EHS’s UniCenter platform ** CAB is informal at this point; held at Senior staff on weekly basis; trying to adhere to 1 week advance notice *** OSC Published Policy is Being revised; Rationale ‘s TeamConcept is the ticketing system; will be establishing a CAB ** ***

EEA FSC reflecting related ITD activity 7

8 KPI review: Change Activity

Next Commonwealth wide Change calendar discussion: Feb 2 nd meeting- 1 st part of ITSEC 9

APPENDIX 10

IM backlogs 11 back

IM: First pass resolution 12 back

Incident SLA Performance based upon Resolution date (i.e. not upon ticket closure date) 13 Back

URGENCY/ IMPACT High A service outage with broad impact to the Commonwealth, across one or more services that are not functioning, or whole sites or agencies are impacted, or an agency specific critical severity (outage) has occurred causing complete service outage (as opposed to for example, a performance degradation). (see attached Critical Applic. List). May effect public safety, transportation, health, financial servicing, or ability to deliver other public services. Medium There is impact to a portion of an agency or office, with one or more services to the Commonwealth, either not functioning or seriously degraded so the effect is that the agency’s mission is impacted. Also may apply if one or more very high profile parties are impacted (I.e. Secretary or direct report). Low Impact is to an individual or a small workgroup or the service impacted is not of a mission critical nature. High Immediate action is required to restore service (s) or prevent failure of a service. No work around exists. FastLane user accounts inaccessible; Unable to Log into Citrix; Network to Lowell office out. ESE Mail (Exchange) down effecting all 550 Secondary Ed. end users -Complete loss of mission critical EHS application (ex. Beacon 3, Meditech, Family- net) Critical gateway loss (AD, VG, Mass.Gov) Complete Massmail outage at an EHS site -Complete loss of Commonwealth mission critical service (HRCMS, MMARS, etc.) DEP network down effecting 400 users; e- Permitting system down; EEA’s network down causing ELA (Environment Law Enforcement) outage and public safety impact LWD network ISP circuit failure all services impacted Registrar’s PC down; AutoCAD Licensing server down, Oracle Fin. Down ELAR -Educator Licensing applic. down preventing all admins & teachers from obtaining licensing records & certifications -Severe degradation of service from critical gateway (AD, VG, Mass.Gov) Complete loss of MassMail at an EHS agency EEA’s Waste site Cleanup data unavailable to Lic. Site professionals due to server outage Bad network switch - Springfield LWD call center down ANF: Governors Network down or Agency critical applic. out/degraded MassDot Employee’s hard drive down Medium A service outage occurred & there is a work around but service degraded or work around not sufficiently timely, too costly or too much effort. Or service has not failed but potentially may do so. Critical voice service components are not functional (ex. Voice Mail) MassMail service for the Commonwealth is degrading ANF: node down effecting some users Nutrition Applic. Performance is degraded – health educators have difficulty obtaining necessary info. IVR redundancy failover required causing degradation for Lawrence Call Center Single EEA user BB out ANF: EE keyboard broken Low A service outage has occurred and a work around exists and/or the remediation and/or needed procurement is in process. EEA’s HelpDesk HelpStar application unavailable but workaround via phones avail for short-term ANF: Phone system outage but redundant node processing calls EE PC down- temp. replacement not true image ANF: switch port out but other is avail. Local MASS.DOT printer outage – EE ability to do primary job no impacted ESE Corrupted outlook file on siwillngle user –w/a is: use OWA Printing for a group of users at An EHS site down, but alternative printing in the site available. Commonwealth Incident Prioritization: ITSEC member examples P1 P2 P3 P2 P3P4P4/P5 P4 14

15 Finalized SLOs for Incident Management Note: Catastrophic and Critical (P1’s and P2’s) are on a 24x7 coverage; High and Medium (P3’s & P4’s) are on Business day Calendar

16 Change Type and key Change Management business rules Change TypeAssessmen t required CAB approval required Emergency CAB approval required Only Change Manager approval required Change Manager or Duty Manager (if off hours); LOB Owner and Product Owner (always) and (where appropriate) Customer agency IT executive approval required NormalYes No No (this requirement may possibly come at a later point of maturity in several months) StandardNo EmergencyNo YesNoYes ITD Change types (following ITIL definitions)

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 17 FY 11 Q2-Q4 We Are Here Model fully implemented w/ Response time KPIs and IM categories 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 Begin reporting Incident Metrics ITD LOB/SLO reporting to Customers ITD IT Services customer metrics Change Types & Stnd Windows Defined & ISB approved Monthly 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 SLO metrics Service Excellence Program - 3 year Road Map Begin publishing Change metrics