IBM Global Services Indications in green = Live content Indications in white = Edit in master Indications in blue = Locked elements Indications in black.

IBM Global Services Indications in green = Live content Indications in white = Edit in master Indications in blue = Locked elements Indications in black = Optional elements © 2009 IBM Corporation Service Commencement Readiness Information Session For State of Georgia

IBM Global Services © 2009 IBM Corporation 2 Agenda  Purpose of this Session  Day 1 Readiness  Request Governance  Changes to Critical Processes  New Dell BAU Processes  Day 1 Commencement Readiness Room  Organization Review  Closing Thoughts  Q&A

IBM Global Services © 2009 IBM Corporation 3 Purpose of this Session  Provide information to staff related to Day 1 readiness  Audience: – New IBM staff (from Agencies) – Existing IBM staff – In-scope contractors

IBM Global Services © 2009 IBM Corporation 5 Day 1 Readiness Objectives  To prepare IBM to provide the State of Georgia in-scope Agencies ‘Business As Usual’ (BAU) services and support with appropriate SoG/IBM influence and controls at existing service levels during Transition.  Day 1 of Service Commencement is April 1, 2009  Day 1 Readiness enables IBM to focus on critical operations and avoid service disruption during Transition

IBM Global Services © 2009 IBM Corporation 6 The Timing of Day 1 Readiness Engagement Transition and TransformationSteady State Service Commencement Transition Completion Contract Signed Business Process Management Leadership BAU Processes run by Customer BAU and Interim Processes run by IBM Handoff Steady State Processes run by IBM Steady State Process Development (Transformation) Interim Critical Processes Interim Priority Processes Day 1R supports the shift of management of BAU and Interim processes from the customer to IBM. Day 1 6 months for standard process For duration of contract 6 to 8 weeks

IBM Global Services © 2009 IBM Corporation 8 Key Assumption  We want you to assume everything is Business as Usual UNLESS specifically told otherwise  Do things the way you are used to doing them until told differently –Current managers can still provide business direction to transferred staff  Make and fulfill requests as you are used to doing them UNLESS shown differently here  This presentation will highlight operational changes that will take affect on Day 1

IBM Global Services © 2009 IBM Corporation 9 When in Doubt  Don’t be afraid to ask  Ask your team lead or known Agency Subject Matter Expert  If s/he doesn’t know, or appears to be unavailable then….  Ask your direct team lead or manager

IBM Global Services © 2009 IBM Corporation 11 What is Request Governance?  The fancy term for “How does an Agency request services?”  Includes: –Ordering equipment and other services –Asking for a solution to be developed  Does NOT include: –Reporting incidents –Requesting changes –These are covered in the critical processes section

IBM Global Services © 2009 IBM Corporation 12 Terminology Within Request Government Environment  GETS (Georgia Enterprise Technology Services) Portal –Used to access tools required to request services  Service Catalog –Web based tool for Agencies to submit requests for equipment and services –Online viewing and approval  Chargeback/TUAM (Tivoli Usage and Accounting Manager) –Tool for Agencies to see resource usage and billing information  GSMRT (Global Systems Management Reporting Technology) –Tool for viewing operational and service level reports

IBM Global Services © 2009 IBM Corporation 13  Order Standard Product/Services  Solution Requests Service Catalog/OrderNow!  Service Requests  Incident  Problem  Change Management  Asset Maximo (06/1)  Reporting {Standard and Custom} GSMART  Financial Chargeback ITUAM GETS (Georgia Enterprise Technology Services) Portal & The Cross Function Tools/Services Accessed

IBM Global Services © 2009 IBM Corporation 14 So How Does an Agency Request Services?  Follow existing Agency process(es) UNLESS a request is for certain types of End User Computing Hardware *** UNLESS they are requesting a solution to be developed *** *** On April 1, these types of services will be requested and managed via the new Service Catalog Tool even though they will still be implemented using existing processes

IBM Global Services © 2009 IBM Corporation 15  What is Service Catalog? – Secure web based request tool – Configurable to meet the needs of many types of customer environments  Easy shopping cart format – Pre-defined list of standard products/services – Pre-populated ordering templates – Ability to save, edit, cancel requests  Standardized approval routing based on spending threshold  Automatic e-mail notifications at various points in the lifecycle  FAQs and contextual help The Service Catalog

IBM Global Services © 2009 IBM Corporation 16  Service Catalog (available April 1) represents a change to how certain products and services are ordered  Phased approach starts April 1 with full catalog available June 1  Provides an enterprise solution across the state  To use the Service Catalog, Agencies to provide authorized users and approvers Overview on Changes Coming |------------------------------|-----------------------------------|--------------------------------| Today April 1 May 1 June 1 Order End User Computing HW, Solution Requests Agency Specific Process Add ability to order AT&T LAN/WAN/Voice Services Order all Inscope products and services

IBM Global Services © 2009 IBM Corporation 17  What is it?  EUC devices for which the Agencies will be billed a hardware lease  When should the new process be used:  Only for Net New Assets (e.g. new PC)  When should the new process NOT be used: Refresh or Change Activity to existing EUC assets (e.g. move a pc) Device TypeOrder Mechanism DesktopsService Catalog LaptopsService Catalog Tablet PCsService Catalog Local/Network Printers/ScannersService Catalog Thin PCsService Catalog MonitorsService Catalog End User Computing (04/01)

IBM Global Services © 2009 IBM Corporation 18 Solution Requests (04/01)  What is it?  A popup form in Service Catalog for entering solution requests  When should the new process be used?  Business problems needing solutions from IBM (or AT&T*)  When should the new process NOT be used?  For requests that go to the Service Desk (e.g. password reset, application down) For solutions that have AT&T and IBM content, a decision will be made as to who has the lead; otherwise each provider will solution, track and fulfill their own requests

IBM Global Services © 2009 IBM Corporation 19 Catalog Requests – (EUC Hardware) Initiation Authorization* Implementation (using existing Processes) Acceptance And Closure *authorization is using pre-defined approval chains defined by agencies

IBM Global Services © 2009 IBM Corporation 20 Solution Requests – (needs solutioning and/or pricing) Initiation Qualification & Requirement Review Solution Development (if needed) Response Implementation Closure Processed by IBM Business Office for invoicing as appropriate Types of Responses Resource Unit spreadsheet Labor Only Proposal

IBM Global Services © 2009 IBM Corporation 21  On the Request Governance process –Agencies are to contact their GTA Service Delivery Consultant  On Service Catalog Tool/OrderNow! –From 04/01 through 06/01, Call your current Service Desk and they will transfer you to the OrderNow Help Desk OR call the OrderNow Help Desk directly: 1-800-543-9281, option 2, option 2 or 630-568-2911 Monday – Friday (US Central Time) 8:00am-5:00pm –After 6/1, please contact the IBM Service Desk - 1-877-482-3233 (1-877-GTA- 3233)  On GETS Portal –From 04/01 through 06/01, Call your current Service Desk and they will transfer you to the Portal Help Desk or call the Portal Help Desk directly 866-407-7572 (They will answer “Services Connection Help Desk”) 24/7 –After 6/1, please contact the IBM Service Desk - 1-877-482-3233 (1-877-GTA-3233) If You Need Help

IBM Global Services © 2009 IBM Corporation 24 Why Change?  Minor changes are required to critical processes to ensure that IBM and its partners are properly involved in critical activities  Critical processes are the critical services that need to be running smoothly for State of Georgia to continue with daily business activities  Business As Usual still applies for the vast majority of tasks being carried out  These process changes are documented in the Interim Services Plan  Available on: –GTA SharePoint website –IBM Rational Portfolio Manager

IBM Global Services © 2009 IBM Corporation 27 Change Management Overview  Existing Agency Change Management processes will continue to be used for the majority of changes  An IBM Change Advisory Board (CAB) will review and approve changes related to critical applications and infrastructure  The IBM CAB will have voting members representing the service delivery towers and GTA

IBM Global Services © 2009 IBM Corporation 28 Change Management – Agencies  Agencies will continue to follow their existing Change process UNLESS 1.…the Change is for an application or piece of infrastructure that is on the Hot Apps List (same as Hot Ticket) 2.…the Change is for a piece of shared infrastructure equipment outside of the Agency’s firewall.  Changes performed by Partner staff on behalf of an Agency follow the rules for that Agency  Each Agency may name a Change Coordinator to act as focal for Change Management

IBM Global Services © 2009 IBM Corporation 29 How to Submit a Request For Change (RFC)  Provide proof of Agency internal approvals (email)  Attain Infrastructure Review Board (IRB) or Security Team approvals if required (see next slide)  Complete the RFC form (with help of Change Coordinator or technical contact)  Email the completed form to the IBM Command Center Change Mgt mailbox

IBM Global Services © 2009 IBM Corporation 30 IRB and Security Team Reviews  Agencies/Partners should engage the IBM/GTA Infrastructure Review Board (IRB) and Security Teams during the planning and/or design stage of their change  These teams will provide guidance and architecture/security signoff for the change  This is the same review/approval procedure that was required prior to Day 1 by the GTA for NADC and MSN Tower changes

IBM Global Services © 2009 IBM Corporation 31 CAB Meetings  The CAB reviews submitted RFCs  Change Coordinator or Agency technical contact attend CAB meeting and presents the change  Other Agency/Partner staff may assist as required  Approval is granted by quorum vote (50% or more) by Voting Membership  Denied changes will be returned to the Change Requester for re-work and possible re-submission  Approved changes will be scheduled allowing for appropriate lead times

IBM Global Services © 2009 IBM Corporation 32 Production Implementation Lead Times  Lead times ensure that the CAB has sufficient opportunity to review, consider and plan for change implementations based on the potential risk or complexity level of the proposed RFC  Lead times represent the minimum number of days that must elapse AFTER the CAB has approved the RFC before it can be implemented

IBM Global Services © 2009 IBM Corporation 34 Emergency Changes  An emergency change is justified when a critical system, application or infrastructure equipment is CURRENTLY down or significantly degraded to the point that it is unusable  The objective in this case should be to restore service as quickly as possible  For the scope of the interim period, any outage to a critical application or piece of infrastructure results in a Severity 1 Incident ticket being opened with the IBM Command Center  Follow the IBM Incident Management overlay steps to resolve the Incident  No CAB approval is required

IBM Global Services © 2009 IBM Corporation 35 Urgent Changes  A change is Urgent when the risk of a failure or major interruption to a production system or service is IMMINENT if not repaired prior to the next CAB meeting  For Urgent changes: –Complete and submit the RFC describing the repair required (may be completed post implementation) –CAB administration will communicate change to Voting Members via email –Minimum 50% voting membership approval required –Change Owner will report on implementation result at next CAB meeting

IBM Global Services © 2009 IBM Corporation 37 Incident Management – Agencies  Existing Agency tools and process continue to be used Day 1  Agency severity definitions remain the same  Handle incidents as you do today UNLESS  Hot Apps List incidents will be treated as Sev 1’s  Follow the IBM overlay process steps for Sev 1’s and Hot Applications List incidents (see following slides)  Partner staff providing service to an Agency will follow the appropriate Agency process

IBM Global Services © 2009 IBM Corporation 38 Reporting a Sev 1 or Hot App Incident  Incidents are to be reported to the local Agency help desk first  For Sev 1 or or Hot App then the Agency help desk (or incident reporter if no help desk exists) phones the IBM Command Center to report the incident  The Command Center will open an incident ticket and assign it to the appropriate team –A technical conference bridge will be opened  The Command Center will notify the on-call IBM Major Incident Manager –A Management conference bridge will be opened  Critical Agency environment down situations will then get a Sev 1 response

IBM Global Services © 2009 IBM Corporation 39 Incident Resolution  Teams will work to resolve the incident  Status will be provided to the Management bridge  Escalation will be invoked when needed  Upon resolution, the Command Center will notify appropriate groups (Agency help desks, etc)

IBM Global Services © 2009 IBM Corporation 40 Technical Escalation for Sev 1 and Hot Apps  Technical escalation will be invoked automatically if the incident is not resolved within target timelines  Technical escalation may be requested prior to the target times when required

IBM Global Services © 2009 IBM Corporation 45 Problem Management  Continue to use your existing Agency process with the following exception  Follow IBM overlay process steps to participate in a Root Cause Analysis (RCA) after a Sev 1 or Hot Application List incident  RCA’s may still be invoked by request

IBM Global Services © 2009 IBM Corporation 46 Root Cause Analysis  An IBM Problem Manager gathers incident timeline information  A major problem review (MPR) meeting is scheduled  Root cause is determined and action items identified  In the event of more than one root cause, the customer will approve which course of action is to be followed  Action items and deadlines are assigned to teams  Action items are tracked until completion  Monthly reporting of problems and action items is carried out

IBM Global Services © 2009 IBM Corporation 48 Escalation Management  Escalation is invoked from within critical processes when required (as shown in the Incident Management slides)  In addition, Agencies may request escalation when they are dissatisfied with the results of a service they receive.  Agencies are to escalate through their GTA Service Delivery Consultant  In these cases escalation proceeds along this path: 1.Customer Service Representative (Service Desk) 2.Service Desk Team Lead 3.IBM Service Delivery Manager 4.IBM Delivery Project Executive

IBM Global Services © 2009 IBM Corporation 49 Escalation Management  Escalation may need to be invoked by Agencies when there is a risk of not meeting target resolution times for incidents.  In those cases IBM internal escalation will follow this path: 1.Current assigned resolver 2.Resolver Group Leader 3.Appropriate tower Service Delivery Manager 4.Delivery Project Executive

IBM Global Services © 2009 IBM Corporation 51 Service Level Monitoring and Reporting  No new SLA’s are in effect during the interim period  Pre-existing Agency SLA and operational reports will continue to be generated using the existing procedures and tools  Re-badged IBM staff will continue to generate reports they were responsible for when they were state employees  Retained state staff will continue to generate reports they were responsible for prior to Day 1

IBM Global Services © 2009 IBM Corporation 53 NEW BAU PROCESSES Technician Parts Process  If a part is required, Tech will follow existing processes, checking state- owned parts lockers, etc., attempting to locate the required part.  If a part cannot be located, Tech will phone or email (see attached template) Dell Parts Analyst with parts request.  Contact Name: Tracy Warren Phone number: 404-421-4625 Email Address: Georgia_Parts_Request@Dell.comGeorgia_Parts_Request@Dell.com  Dell Parts Analyst will contact Tech via email or phone to advise when parts arrival is expected.  Tech will confirm arrival of the part and follow normal BAU process to contact end-user and install part.

IBM Global Services © 2009 IBM Corporation 54 Contents of Email to Dell Parts Analyst  Include the following information and email to: Georgia_Parts_Request@Dell.com Georgia_Parts_Request@Dell.com  Tech Name:  Tech Phone Number:  Shipping Address:  Part Number/Description (PN may not be available):  Quantity:  For whole unit being requiring the part:  Manufacturer:  Model:  Serial number:  Description:

IBM Global Services © 2009 IBM Corporation 55 Technician BAU Asset Tracking Process  Each Tech must enter the appropriate data into a weekly Asset Tracking Spreadsheet for all in-scope equipment that was installed, moved or removed (de-installed). In the case of an equipment ‘swap’, there would be two entries – the first for the equipment that is removed (use location moved to, such as storage) and the second for the equipment that is installed (use new location)  Friday afternoon, each Tech is to email his/her consolidated spreadsheet to Georgia_Asset_Tracking@Dell.com. Prior to sending, rename the spreadsheet according to the following standard: Asset_Tracking_mmdd_techname.xls.

IBM Global Services © 2009 IBM Corporation 58 Commencement Control Center  Established so that significant and critical Issues, events and unforeseen situation can be quickly handled, resolved and/or escalated  Open conference bridge number that people can call for help on important issues  Staffed by IBM, Partners and GTA  Open from March 30 through April 10, 7am – 7pm  Key Agency representatives will be given the call-in information for the conference bridge

IBM Global Services © 2009 IBM Corporation 64 When in Doubt Revisited Remember… Everyone  Complete the tasks you normally complete – Business as Usual  Complete any new tasks you understand  Ask your team lead or known Agency SME. And, if s/he doesn’t know, or appears to be unavailable then….  Ask your direct manager

IBM Global Services Indications in green = Live content Indications in white = Edit in master Indications in blue = Locked elements Indications in black = Optional elements © 2009 IBM Corporation Thank you from the Service Commencement Readiness Team

IBM Global Services Indications in green = Live content Indications in white = Edit in master Indications in blue = Locked elements Indications in black.

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