1. Shared Technical Infrastructure Bill Willis Deputy State CIO ITAB Meeting 12/2/2005

2. 2 Key Areas of ITS Shared Technical Infrastructure Focus Operational Excellence Technology Planning IT Consolidation

3. 3 Operational Excellence The Road Ahead Technology Focused Need to Scale and Accelerate Services Customer Experience Retained via Anecdotes Customer Focused Improved Efficiency and Effectiveness Transparency: Metrics Replace Anecdotes Training Process Redesign Development of Metrics, OLAs and SLAs As-IsAction ItemsTo-Be

4. 4 Operational Excellence Progress To Date June 2005: First version of Incident, Change & Problem Management First improvements to Service Level Management Benchmarking Study ITIL Foundation Certification Training: 252 ITS staff; 32 staff from 8 additional Agencies ITIL Process Maturity Assessment Process Design Teams Formed

5. 5 Operational Excellence Next Steps Phase One Implementation: Incident, Change, Service Level Mgt, Problem First Three Process Design Teams Start December 12 (Incident, Change & SLM) Problem mgt team starts April 3 Teams will meet weekly Level of effort: 1.5 days per week, per person, per process

7. 7 Technology Planning Group Purpose The Technology Planning Group (TPG) is an ad hoc group which identifies opportunities for improved leverage of technology, infrastructure, and services in a consistent fashion across the state and to set direction and principles for accomplishing the goal. The TPG is empowered to provide critical stakeholder guidance to the development and implementation of the States short and long range strategic IT Plans. The TPG consists of a representative group of state agencies which will provide advice and consultation to the Office of the State CIO.

8. 8 Strategic Framework Agency Time and Energy - Mainframes, Servers, Networks - App. Dev., Business Process Re-engineering - Desktop Computing * Slide Content from Gartner - Kost Agency Time and Energy Current Target

9. 9 Solution Technologies Technical Foundation Principles and Standards Business Linkage Service Efficient Outreach Adaptable Cost Effective eGovernment Collaboration Communications Business Continuity Business Infrastructure Identity Management Directory Services eMail Calendar Network Admin Disaster Recovery Comm Infrastructure Platform Strategy Storage Strategy Network Strategy Security Strategy Payment Svcs Content Mgmt Mobility Business Analytics Portal Technology Framework

10. 10 Steering Committee Technology Working Group Identify opportunities for improved leverage of technology in a consistent fashion across the State and to set direction and principles for accomplishing it Subset of State Agency Representatives (7) Deputy State Chief Information Officer (DSCIO) Enterprise Technology Strategies (facilitator) Subset of State Agency Representatives (7) Deputy State Chief Information Officer (DSCIO) Enterprise Technology Strategies (facilitator) TPG Structure

11. 11 Technology Planning Steering Committee Members (CIOs) Transportation Health and Human Services Revenue Treasury Environmental and Natural Resources Justice Corrections Information Technology Services Bi-weekly meetings held since June 2005

12. 12 Steering Committee Managed Desktop Data warehouse and Business Analytics Mobile Connectivity Disaster Recovery Goal is to identify opportunities for improved leverage of technology in a consistent fashion across the state and to set direction and principles for accomplishing it Workgroups mission is to advise the Steering Committee with respect to specific technology strategies Initial Workgroups Chosen by Steering Committee Technology Planning Workgroups

13. 13 Technology Planning Workgroup Milestones Managed desktop workgroup has developed recommendations and presented those to the TPG Steering Committee Disaster Recovery workgroup has collected data on applications from a subset of the State. Further data will be obtained on the entire state. Mobile Connectivity workgroup will complete its recommendations in December Data Ware Housing and Business Analytics workgroup to complete its recommendations in December Identity Management workgroup is preparing a strategic framework document Email and Collaboration workgroup is being formed

14. 14 Technology Planning Challenges Ahead Wear two hats (State and Agency) Extend representation to agencies not in work groups Link technical strategies to service delivery excellence Help build upon the North Carolina Statewide Technical Architecture Handle the natural tension brought by change

15. 15 IT Consolidation Mission Statement Implement improvements in information technology investments by focusing on the consolidation of network, data center, security, desktop and LAN operations and services. Augment consolidation with appropriate funding and organizational models that will sustain and support the consolidation effort.

16. 16 IT Consolidation Approach Pilot project with a phased approach instead of big bang –5 agencies to be consolidated Areas of IT consolidation to be considered –Network, Data Center/Server Rooms, Security Operations, Desktop and LAN management –Excludes application and web development and support Current State/Future State Assessment will result in –Business cases with benefits/costs for each IT consolidation initiative –Funding improvements and changes –Potential for organizational design and realignment Business process changes, change management and communication will be critical

17. 17 IT Consolidation Program Goals Strengthen Agency focus on the business Improved security and critical infrastructure protection Improved service delivery and availability Reduced cost with economies of scale Reduction in risk

18. Future State (to-be) Design Business Case Benefits Costs Next Phase Consolidation Planning Lessons Learned IT Consolidation Roadmap Current State (as-is) Design Implementation Pilot Consolidation – OSBM, DOA, OSP, Governors and Lt. Governors Office 4th quarter October 1st quarter January 2nd quarter April 3rd quarter July 4th quarter October 20052006 Review Pilot results and determine next steps

19. 19 To Summarize… Network Operations Security Operations Data Center Operations Desktop and LAN Services Technology Planning Group IT Service Provider Foundation Shared Technology Infrastructure Operational Excellence with ITILIT Infrastructure Consolidation