1. FY14 SLA Renewal Process October 23, 2012

2. Annual SLA Review Purpose – An opportunity to update the Agency Billing (SLA) – An opportunity to review any outstanding agency issues and past performance. – An Opportunity to review any new service needs. – Update of Agency Budgets (For Consolidated Agencies only) – Update of the Opportunity Maps

3. Scope All Agencies that receive services from OMES/ISD – Consolidated only

4. Annual Review Timeline NovemberDecemberJanuaryFebruaryMarch Customer Survey Draft SLA’s Meet with Agencies Create Slide Deck Update Opportunity Map Create Final Budget & Signed SLA Get Budgets & SLA’s Approved Service Informa tion Staging, bills, SLA’s, etc.

5. Perform Customer SurveyCustomer Service RepNov 1 – 30 th Draft SLA Based on Current Services – Based on the Master Billing Spreadsheet in the Billing FolderBSD December 1 – Feb 1 st Run Agency CRM Reports for Annual ReviewCustomer Service RepNov 15 – Dec 15 Create/Update Annual Slide Deck PresentationCRM/BSDNov 15 – Feb 1st st Hold Annual Meeting to discuss needs, Review Survey Results, Review Draft SLA. Construction (3) & Revenue (7): 10 agencies @ 2 per wk for 3 wks and 1 per wk for 4 wks Education (8) & Natural Res(2): 10 agencies @ 2 per for 3 wks and 1 per wk for 4 wks Eligibility & Insurance (3): 3 agencies @ 1 per wk for 3 wks Finance Admin (8) & Regulatory (13): 21 agencies @ 3 per wk for 7 wks Health (1): 1 agency @ 1 per wk for 1 wks Public Safety & Defense (1): 1 agency @ 1 per wk for 1 wks BSD, Customer Services  Dave OBryant  Matt Singleton  Sarjoo Shah  Mike Hedrick  Patsy Leisering  Ben Gherezgiher Jan 1 – Feb 15 th 7 weeks Update Opportunity MapBSDDecember 1 – March 20th Draft/Create Next Year BudgetBSDDecember 1 – Feb 1st Have budget approved by ISD FinanceBSD, FinanceDecember 1 – March 20th Have SLA Approved by ISD FinanceBSD, FinanceDecember 1 – March 20 th Modify SLABSDFeb 15 – March 30 th Sign SLACustomerMarch 30 th

6. Folder Structure J:

7. Folder Structure SLA Template Budget Template Business Segment Folders Current Agency Billing

8. Folder Structure You May need to create these folders

9. Perform Customer SurveyCustomer Service RepNov 1 – 30 th Draft SLA Based on Current Services – Based on the Master Billing Spreadsheet in the Billing FolderBSD December 1 – Feb 1 st Run Agency CRM Reports for Annual ReviewCustomer Service RepNov 15 – Dec 15 Create/Update Annual Slide Deck PresentationCRM/BSDNov 15 – Feb 1st st Hold Annual Meeting to discuss needs, Review Survey Results, Review Draft SLA. Construction (3) & Revenue (7): 10 agencies @ 2 per wk for 3 wks and 1 per wk for 4 wks Education (8) & Natural Res(2): 10 agencies @ 2 per for 3 wks and 1 per wk for 4 wks Eligibility & Insurance (3): 3 agencies @ 1 per wk for 3 wks Finance Admin (8) & Regulatory (13): 21 agencies @ 3 per wk for 7 wks Health (1): 1 agency @ 1 per wk for 1 wks Public Safety & Defense (1): 1 agency @ 1 per wk for 1 wks BSD, Customer Services  Dave OBryant  Matt Singleton  Sarjoo Shah  Mike Hedrick  Patsy Leisering  Ben Gherezgiher Jan 1 – Feb 15 th 7 weeks Update Opportunity Map & Program BudgetBSDDecember 1 – March 20th Draft/Create Next Year BudgetBSDDecember 1 – Feb 1st Have budget approved by ISD FinanceBSD, FinanceDecember 1 – March 20th Have SLA Approved by ISD FinanceBSD, FinanceDecember 1 – March 20 th Modify SLABSDFeb 15 – March 30 th Sign SLACustomerMarch 30 th

10. [Program/Agency Name] e- procurement ConceptInitiationExecutionPlanningClose Win7/Office10 New PC Rollout BI PO Analytics Updated 10/17/2011 Program name year Project name IF YOU HAVE NONE, PUT NONE ACROSS YOUR OPPORTUNIITY MAP AND SAVE IT IN THE AGENCY FOLDER.

11. Create Project/Program Budget [program name] Project Budget FYnn (Estimated Cost) TOTAL PROJECT COST - Fynn Project Name Proj PhHardwareSoftwareTrainingInternal CostExternal Cost Tot Proj Cst 2013 Fynnn n Total UNFUNDED PROJECTS - Fynn Project Name Proj PhHardwareSoftwareTrainingInternal CostExternal Cost Tot Proj Cst 2013 Fynnn n

12. Perform Customer SurveyCustomer Service RepNov 1 – 30 th Draft SLA Based on Current Services – Based on the Master Billing Spreadsheet in the Billing FolderBSD December 1 – Feb 1 st Run Agency CRM Reports for Annual ReviewCustomer Service RepNov 15 – Dec 15 Create/Update Annual Slide Deck PresentationCRM/BSDNov 15 – Feb 1st st Hold Annual Meeting to discuss needs, Review Survey Results, Review Draft SLA. Construction (3) & Revenue (7): 10 agencies @ 2 per wk for 3 wks and 1 per wk for 4 wks Education (8) & Natural Res(2): 10 agencies @ 2 per for 3 wks and 1 per wk for 4 wks Eligibility & Insurance (3): 3 agencies @ 1 per wk for 3 wks Finance Admin (8) & Regulatory (13): 21 agencies @ 3 per wk for 7 wks Health (1): 1 agency @ 1 per wk for 1 wks Public Safety & Defense (1): 1 agency @ 1 per wk for 1 wks BSD, Customer Services  Dave OBryant  Matt Singleton  Sarjoo Shah  Mike Hedrick  Patsy Leisering  Ben Gherezgiher Jan 1 – Feb 15 th 7 weeks Update Opportunity MapBSDDecember 1 – March 20th Draft/Create Next Year BudgetBSDDecember 1 – Feb 1st Have budget approved by ISD FinanceBSD, FinanceDecember 1 – March 20th Have SLA Approved by ISD FinanceBSD, FinanceDecember 1 – March 20 th Modify SLABSDFeb 15 – March 30 th Sign SLACustomerMarch 30 th

13. Current Budget

14. Financials Login Screen Expenditure Report

15. Select Reporting Tools

16. Select Query Viewer

17. First Select Search Then Select PJG_AP_QUERY_FOR-MH

18. This is the next screen you will see This is where you enter the data you want in the query. Please keep in mind that this is based on a fiscal year so period 1 is July not January

19. This is the result of the query. It can be filtered for IT object codes only and then sorted in any order that you wish.

20. Create Budget 1.Use the worksheet as a starting point 2.Then update the actual budget spreadsheet

21. Agency IT Budget Worksheet Agency: Agency #: 1) OSF Services DescriptionCost/UnitUnitsCost $ - Sub Total: $ - 2) IT Related Contracts (if any) VendorDescription/NotesCostInvoice Frequency $ - Sub Total: $ -

22. 3) Agency Specific IT Personnell (if any) PinNameTitleSal. & Benefits $ - Sub Total: $ - 4) IT Projects for FY 13 (if any) VendorDescription/NotesCost $ - Sub Total: $ - Total Agency Budget $ - Changes Tracking 1) OSF Services Changes Description/NotesCost/UnitChange in UnitsCost Change $ - Sub Total: $ -

23. 2) Changes in Agency Specific IT Related Contracts (if any) VendorDescription/NotesCost Change $ - Sub Total: $ - 3) Change in Agency Specific IT Personnell (if any) PINPositionsAdd or EliminateSal. & Benefits Change $ - Sub Total: $ - 4) Changes In Project Budget VendorDescription/NotesCost Change $ - Sub Total: $ - Total Agency Budget $ -

24. Budget Spreadsheet IT Professional Services Contracts Offices Supplies, etc. Travel, Training, Registrations Hardware Anything you are not sure where to put To be added: Personnel Changes Finance will fill in this tab Any tab not specified above, do not touch. What goes in your budget: 1.Personnel Costs 2.Agency Specific Contracts 3.Program/Project Budgets DO NOT PUT SERVICES IN YOUR BUDGET.

25. Perform Customer SurveyCustomer Service RepNov 1 – 30 th Draft SLA Based on Current Services – Based on the Master Billing Spreadsheet in the Billing FolderBSD December 1 – Feb 1 st Run Agency CRM Reports for Annual ReviewCustomer Service RepNov 15 – Dec 15 Create/Update Annual Slide Deck PresentationCRM/BSDNov 15 – Feb 1st st Hold Annual Meeting to discuss needs, Review Survey Results, Review Draft SLA. Construction (3) & Revenue (7): 10 agencies @ 2 per wk for 3 wks and 1 per wk for 4 wks Education (8) & Natural Res(2): 10 agencies @ 2 per for 3 wks and 1 per wk for 4 wks Eligibility & Insurance (3): 3 agencies @ 1 per wk for 3 wks Finance Admin (8) & Regulatory (13): 21 agencies @ 3 per wk for 7 wks Health (1): 1 agency @ 1 per wk for 1 wks Public Safety & Defense (1): 1 agency @ 1 per wk for 1 wks BSD, Customer Services  Dave OBryant  Matt Singleton  Sarjoo Shah  Mike Hedrick  Patsy Leisering  Ben Gherezgiher Jan 1 – Feb 15 th 7 weeks Update Opportunity MapBSDDecember 1 – March 20th Draft/Create Next Year BudgetBSDDecember 1 – Feb 1st Have budget approved by ISD FinanceBSD, FinanceDecember 1 – March 20th Have SLA Approved by ISD FinanceBSD, FinanceDecember 1 – March 20 th Modify SLABSDFeb 15 – March 30 th Sign SLACustomerMarch 30 th

26. Draft SLA based on: (FY2014 SLA template available Dec 1 st ) 1.Billing Transaction Upload– this is the current services and amounts that we are billing the agency. 2.The current Budget – for reference as to what was expected to be spent for the current FY. 3.The Expenditure Report – for reference of what was actually spent by both OMES budget and Agency budget; A.Looking for anything that may need to come to OMES Services. B.Looking for contracts that were missed during the consolidation that now need to come over – if you feel you have any of these, contact Alana Owen to get these moved to OMES. 4.The True-up reports – to modify the quantities of those services that only get changed on an annual basis. 5.Billing Changes submitted since July – Check to see if any changes to the billing has occurred since July – more details to come.

27. SLA Your SLA will compute as follows: Agency FY2014 Budget + Services

28. Billing Transaction Upload Quantity Agency Number Part Number

29. True-Up Reports We will get al list from Nick & Sunni and put in a folder for the counts per agency for the Following: - PC’s -Laptops -- File & Print -- Email -- Blackberry -- VPN -- Good (we are currently not billing for this, but Nick would like to start in July 2013)

30. Create a new SLA billing List

31. SLA Tab Format

32. Draft SLA Based on Current Services – Based on the Billing Transaction Upload, True-ups and budget. True-ups Personnel Costs Project Budgets Agency Specific Contracts Current Billing Part Numbers: Staff Projects Contracts Actual Part Numbers for Services

33. SLA Parts List Once you have complete the SLA Parts list: 1.Save it in your SLA Folder and name it: Example: 400 – Libraries SLA Parts List 20130120 2. copy and past it into the SLA Template (located in the agency template folder). Make sure you use the FY2014 template and make sure you use the latest one for each agency.

34. Update Agency Contact Information OMES Contacts NameTitlePhoneEmail xxxxxxx Business Segment Director (405) 52x-xxxxxxxxxx@omes.ok.gov Drew HallService Manager(405) 521-2433drew.hall@omes.ok.gov Stephanie TomlinsonCustomer Service Rep(405) 522-8021 Stephanie.Tomlinson@o mes.ok.gov Agency Contacts NameTitlePhoneEmail

35. Perform Customer SurveyCustomer Service RepNov 1 – 30 th Draft SLA Based on Current Services – Based on the Master Billing Spreadsheet in the Billing FolderBSD December 1 – Feb 1 st Run Agency CRM Reports for Annual ReviewCustomer Service RepNov 15 – Dec 15 Create/Update Annual Slide Deck PresentationCRM/BSDNov 15 – Feb 1st st Hold Annual Meeting to discuss needs, Review Survey Results, Review Draft SLA. Construction (3) & Revenue (7): 10 agencies @ 2 per wk for 3 wks and 1 per wk for 4 wks Education (8) & Natural Res(2): 10 agencies @ 2 per for 3 wks and 1 per wk for 4 wks Eligibility & Insurance (3): 3 agencies @ 1 per wk for 3 wks Finance Admin (8) & Regulatory (13): 21 agencies @ 3 per wk for 7 wks Health (1): 1 agency @ 1 per wk for 1 wks Public Safety & Defense (1): 1 agency @ 1 per wk for 1 wks BSD, Customer Services  Dave OBryant  Matt Singleton  Sarjoo Shah  Mike Hedrick  Patsy Leisering  Ben Gherezgiher Jan 1 – Feb 15 th 7 weeks Update Opportunity MapBSDDecember 1 – March 20th Draft/Create Next Year BudgetBSDDecember 1 – Feb 1st Have budget approved by ISD FinanceBSD, FinanceDecember 1 – March 20th Have SLA Approved by ISD FinanceBSD, FinanceDecember 1 – March 20 th Modify SLABSDFeb 15 – March 30 th Sign SLACustomerMarch 30 th

36. Get Approvals 1.Copy SLA and Budget to ISD Finance folder for their review and approval. 2. Send email to Ray Hankins CC: Sherry Collier letting them know it is ready. 3. Once they are done, they will Protect and Rename your files with APPROVED and the date on the end and send you an email that they are approved. 4. You will then need to move the approved files into your agency 2013- FY2014 folders. 400-Libraries FY2014 Budget 400-Libraries FY2014 Budget Approved 20121015 400-Libraries FY2014 SLA 400-Libraries FY2014 SLA Approved 20121015

37. Changes after Approvals If you need to make changes after the approvals are made: 1.Make the changes to your original working copy, changing the font color to red on any changes. 2.Copy SLA and/or Budget to ISD Finance folder for their review and approval. 3. Send email to Ray Hankins CC: Sherry Collier letting them know it is ready. 4. Once they are done, they will Protect and Rename your files with APPROVED and the date on the end and send you an email that they are approved. 5. You will then need to move the approved files into your agency 2013- FY2014 folders.

38. Perform Customer SurveyCustomer Service RepNov 1 – 30 th Draft SLA Based on Current Services – Based on the Master Billing Spreadsheet in the Billing FolderBSD December 1 – Feb 1 st Run Agency CRM Reports for Annual ReviewCustomer Service RepNov 15 – Dec 15 Create/Update Annual Slide Deck PresentationCRM/BSDNov 15 – Feb 1st st Hold Annual Meeting to discuss needs, Review Survey Results, Review Draft SLA. Construction (3) & Revenue (7): 10 agencies @ 2 per wk for 3 wks and 1 per wk for 4 wks Education (8) & Natural Res(2): 10 agencies @ 2 per for 3 wks and 1 per wk for 4 wks Eligibility & Insurance (3): 3 agencies @ 1 per wk for 3 wks Finance Admin (8) & Regulatory (13): 21 agencies @ 3 per wk for 7 wks Health (1): 1 agency @ 1 per wk for 1 wks Public Safety & Defense (1): 1 agency @ 1 per wk for 1 wks BSD, Customer Services  Dave OBryant  Matt Singleton  Sarjoo Shah  Mike Hedrick  Patsy Leisering  Ben Gherezgiher Jan 1 – Feb 15 th 7 weeks Update Opportunity MapBSDDecember 1 – March 20th Draft/Create Next Year BudgetBSDDecember 1 – Feb 1st Have budget approved by ISD FinanceBSD, FinanceDecember 1 – March 20th Have SLA Approved by ISD FinanceBSD, FinanceDecember 1 – March 20 th Modify SLABSDFeb 15 – March 30 th Sign SLACustomerMarch 30 th

39. Update Annual Slide Deck Presentation From the Slide Deck created by Customer Service, update the next three pages with the current information for the agency.

40. Technology Services Helpdesk Service Desk Service Desk Hosting Application Development Application Support Content Management Imaging Wiki Operations Custom Printing Courier Services Cabling Inside Plant Outside Plant Consulting Desktop Server & Mainframe Desktop Desktop Support E-mail & Calendar Data Center and Servers Data Center Space Offsite Media Storage Voice and Data Services Local Area Network Wide Area Network Remote Access Contact Center Campus Broadband Web Conferencing Mainframe Hosting Distributed Server Hosting IP Telephone PBX Telephone Audio Conferencing Wireless Network File & Print Services

41. Reporting / Business Intelligence Payroll/Human Resources Portal Services Business Application Services Enterprise Learning Management Manager Self-Service Employee Self Service OK.gov Licensing GovDelivery Online Filing System Bill Pay Common Checkout Transparency Financial Management Systems Extend / Collaborate Transaction / Streamline Human Resource; Payroll Higher Ed Interface Base Benefits; Time & Labor OK.gov Payment API Drupal CMS Go Gov! CMS AP Workflow E-Supplier E-Bill Payment Travel Expenses eProcurement Strategic Sourcing Licensing Human Resources Financial Analytics Procurement & Spending

42. Agency Specific Application Services Application 1 Application 2 Application 3 Application 4

43. Perform Customer SurveyCustomer Service RepNov 1 – 30 th Draft SLA Based on Current Services – Based on the Master Billing Spreadsheet in the Billing FolderBSD December 1 – Feb 1 st Run Agency CRM Reports for Annual ReviewCustomer Service RepNov 15 – Dec 15 Create/Update Annual Slide Deck PresentationCRM/BSDNov 15 – Feb 1st st Hold Annual Meeting to discuss needs, Review Survey Results, Review Draft SLA. Construction (3) & Revenue (7): 10 agencies @ 2 per wk for 3 wks and 1 per wk for 4 wks Education (8) & Natural Res(2): 10 agencies @ 2 per for 3 wks and 1 per wk for 4 wks Eligibility & Insurance (3): 3 agencies @ 1 per wk for 3 wks Finance Admin (8) & Regulatory (13): 21 agencies @ 3 per wk for 7 wks Health (1): 1 agency @ 1 per wk for 1 wks Public Safety & Defense (1): 1 agency @ 1 per wk for 1 wks BSD, Customer Services  Dave OBryant  Matt Singleton  Sarjoo Shah  Mike Hedrick  Patsy Leisering  Ben Gherezgiher Jan 1 – Feb 15 th 7 weeks Update Opportunity MapBSDDecember 1 – March 20th Draft/Create Next Year BudgetBSDDecember 1 – Feb 1st Have budget approved by ISD FinanceBSD, FinanceDecember 1 – March 20th Have SLA Approved by ISD FinanceBSD, FinanceDecember 1 – March 20 th Modify SLABSDFeb 15 – March 30 th Sign SLACustomerMarch 30 th

44. Schedule Annual Meeting Schedule Annual Meeting with the agency, be sure to include either Drew Hall or Stephanie Tomlinson at each meeting. Modifications and Re-Approvals Make and Modifications that is agreed upon in the meetings, get them approved by ISD Finance again.

45. File Place the signed SLA in the ISD Finance Managers in-basket (They will scan and file the SLA in your folder) Make sure all documents are placed in your agency folder Update your status report spreadsheet.

46. Status Reporting Each BSD will have their own Status Sheet to update weekly, you will need to put planned date in each column, once the task/deliverable has been completed, update the date and change the color of the cell to Green. Add any additional comments in the Status Column.

47. Status Report Within each Business Segment Folder…. An Excel Spreadsheet For Status Reporting

48. Status Report Business Segment Agen cy # Agency Name Custom er Survey Comple ted (CSR) Create Custom er Slide Deck (CSR) Modify Custom er Slide Deck (BSD) Custom er Meeting Schedul ed/Held (BSD) SLA Drafted (BSD) Budget Ready for Review (BSD) Budget Approv ed (ISD FInance) SLA Approv ed (ISD Finance) Opport unity Map (BSD) SLA Signed (BSD) Status Education44Anatomical Board Education55Arts Council Education265Education Department Education269Teacher Preparation Commission Education563Private Vocational Schools Board Education619Physician Manpower Training Commission Education628Center for Advancement of Science & Technology - OCAST Education715Teachers' Retirement System Natural Resources 307Interstate Oil Compact Commission Natural Resources 566Tourism & Recreation Department

49. At the End At the end you should have created the following files: Budget: 400 – Libraries FY2014 Budget – Approved 20130129 SLA: 400 – Libraries FY2014 SLA – Approved 20130130 Slide Deck – 400 Libraries Annual Review 20130215 Other items that may have been created: Budget Worksheet Issues List Expenditure Report Customer Survey Results Billing SLA Spreadsheet